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Ordering Information


Ordering

  • All orders for Trossen Robotics must be placed online (see exceptions here)
  • Local pickups can be arranged, as long as an online order has been placed and paid for. We do not have a storefront.

Accepted Payments for online orders

Credit Cards: Visa, MasterCard, Discover and American Express
Paypal: PayPal Accepted.

Purchase Orders

Purchase orders are accepted from established businesses and educational institutions, there is a $500 minimum purchase requirement. Customers inside the continental United States may request to purchase on credit “terms”, terms will be offered solely at the discretion of Trossen Robotics. Purchase orders should contain email contact information for parties responsible for accounts payable as we do not mail invoices. International customers may also place orders via Purchase Order; however, we are unable to offer terms to any business or institution outside of the continental United States. International purchase orders must be paid up front via wire transfer before merchandise will be shipped. 

For more information contact Rick@Trossenrobotics.com.

Accepted Payments for Purchase Orders

Credit Cards: Visa, MasterCard, Discover and American Express
Paypal: PayPal Accepted.
Wire Transfer: $30 Fee Applies
Checks: Please contact Rick Stiles at (877) 898-1005 to see if you qualify and for more information. Checks require two weeks clearing time prior to shipment of product. No personal checks accepted.

Orders Status

  • Normal Order Status
  • New Order - This order has been added into our system but has not yet been processed.
  • In Progress - This order is currently being picked and packed.
  • Complete - This item has been picked, packed, and shipped.
  • Abnormal Order Status
  • On Hold - This item is out of stock and production issues have stopped us from refilling inventory. We are working to get more of this item, but we have no expected lead time.
  • Declined - This item is out of stock and we will not receive more of it. The product is left up as support for those who have previously purchased the product.
  • Awaiting Payment - This item is out of stock and we will not receive more of it. The product is left up as support for those who have previously purchased the product.

Product Status

  • Orderable Items
  • In Stock - This item is in stock and ready to ship. For large orders please send an email to sales@trossenrobotics.com to ensure adequate stock levels.
  • Back Order - This item is out of stock but we are in the process of refilling the inventory.
  • Special Order - This item is not normally kept in stock. To obtain this item, place your order normally, and we will being the process of precuring the item. Any additional items on the same order will be delayed until the special order item(s) are available.
  • Non-Orderable Items
  • On Hold - This item is out of stock and production issues have stopped us from refilling inventory. We are working to get more of this item, but we have no expected lead time.
  • Discontinued - This item is out of stock and we will not receive more of it. The product is left up as support for those who have previously purchased the product.

Terms and Conditions


Returns/Return Merchandise Authorization(RMA)

Important: All returns require prior authorization by Trossen Robotics as well as a completed RMA Form. Any merchandise returned without prior approval or without a completed RMA form will be rejected. Contact us at (877) 898-1005 or via trsupport@trossenrobotics.com

Once you have received your RMA number, please send your items and completed RMA to:

Trossen Robotics
ATTN: Warranty / Repair RMA#___
2854 Hitchcock Avenue
Downers Grove, IL 60515


Unopened Item Returns

Trossen Robotics will accept return requests on most unopened merchandise up to 15 days after the order has been received (requests after 15 days of receiving shipment will be denied). Shipping costs will be the responsibility of the customer. Customers can choose to exchange an unopened item or a full refund, minus a 15% restocking fee. Refunds will be issued in the same manner payment was received.

Opened Item Returns

If you have opened or used merchandise please contact us via the contact information above. Open item returns may be considered up to 15 days after receiving shipment. All open item returns are at the discretion of Trossen Robotics and may be subject to a 15% restocking fee. Shipping costs will be the responsibility of the customer. Note: this does not include defective merchandise.

Defective Merchandise

If any of your items are defective please contact us immediately via the contact information above. Defective merchandise return requests will be honored up to 15 days after the order has been received by the customer (requests after 15 days of receiving shipment will be denied). When sending defective merchandise back, please include a detailed written description of the defect and steps on reproducing the problem. If no problem can be found, merchandise will be shipped back to the customer at their expense. Additional fees may be assessed for missing hardware. If a problem is found, customer will receive a replacement or credit up to the full amount of the item. Shipping costs on defective merchandise will be paid by Trossen Robotics.

Inaccurate Shipments

Opened Item Returns

We here at Trossen Robotics strive to maintain 100% accuracy in order fulfillment, however mistakes sometimes happen. If your order is inaccurate for any reason please contact us immediately at (877) 898-1005 or via email: rick@trossenrobotics.com.

Missing Items

If you are missing any items please contact us immediately via the contact information above. Requests for missing merchandise will be honored up to 15 days after the order has been received by the customer (requests after 15 days of receiving shipment will be denied). Trossen Robotics will cover the cost of shipping for missing items via the most economical shipping method available (typically UPS Ground for domestic orders and USPS Priority International for international orders).

Wrong Item (Packing Error)

If upon receiving your order you realize that you have ordered the wrong item(s) please contact us immediately via the contact information above. Returns / Exchanges for “wrong” orders will be honored up to 15 days after the order has been received by the customer (requests after 15 days of receiving shipment will be denied). After contacting us, please send unwanted merchandise back, Trossen Robotics will ship out replacement merchandise only after unwanted item(s) have been returned. Shipping costs, taxes, customs charges will be the responsibility of the customer.

Missing Items

If you are missing any items please contact us immediately via the contact information above. Requests for missing merchandise will be honored up to 15 days after the order has been received by the customer (requests after 15 days of receiving shipment will be denied). Trossen Robotics will cover the cost of shipping for missing items via the most economical shipping method available (typically UPS Ground for domestic orders and USPS Priority International for international orders).

Warranties, Repairs & Replacements

All products available for purchase at Trossen Robotics.com are bound by the warranty policies of the manufacturer. Before purchasing any products customers should review the warranty information provided by the manufacturer. Please Note: Be sure to check to see if the manufacturer’s warranty is valid in your country.

Domestic Return Shipments

Warranty based returns, exchanges or repairs on domestic orders will be sent via UPS Ground unless otherwise agreed upon by Trossen Robotics and the customer after defective merchandise has been returned. In the event that a return or exchange needs to be expedited please contact us at (877) 898-1005 or via email: rick@trossenrobotics.com.

International Return Shipments

Warranty based returns, exchanges or repairs are subject to the manufacturer’s terms and conditions. For help with Warranty based international returns, exchanges or repairs please email: rick@trossenrobotics.com.

Lost Packages

Unfortunately sometimes packages go missing, if you believe your package has been lost by the selected carrier please contact us immediately at (877) 898-1005 or via email: rick@trossenrobotics.com to begin to resolve the issue. In the event that your package has been lost by the carrier Trossen Robotics will file claim with said carrier and begin a trace to see if the package can be found (the trace can last anywhere from 8-60 days depending on circumstances). Once the process is complete and the carrier has confirmed the package is in fact lost we can send a replacement package or issue a refund for the order.
Please Note: Trossen Robotics will not send out a replacement package or issue a refund until the package is confirmed lost by the carrier. We understand certain circumstances will warrant having another order shipped out before the trace process is complete, in these cases we can take (or the customer can place) another order with us to be shipped out immediately. Once the trace comes back from the carrier at fault, and if the package is deemed lost we will then refund the original order in its entirety.

Availabilty

Product status on kits is an estimation of availability. It is not a real time indicator of stock. Kits are assembled from various shared supply chain parts and are subject to the varying demand of different product lines on a day to day bases. At times of high demand and regular supply chain/production fluctuation stock levels may be different that online indicators. We cannot guarantee that all kits and parts will be shipped immediately. For time sensitive projects, please contact trsupport@trossenrobotics.com for an estimated lead time, especially on Interbotix Labs kits.
We highly recommend that you build extra time into your project to allow for any delays as well as technical issues. It is the responsibility of the customer to make sure that there is ample time to meet any deadlines.

Privacy Policy

This section attempts to inform you on how we use a treat potentially sensitive information we collect. All personal and sensitive information we collect is submitted on a voluntary basis and is the responsibility of the visitor to read and understand before submitting any personal information. By using this site you are accepting the terms and conditions hereby described in the following.

Information we collect

We collect personal information when it is voluntarily submitted by our visitors. The information collected may contain sensitive information such as names, postal and email addresses, credit card information etc. The information collected is only used to fulfill your specific request unless otherwise permitted by the user. All information collected is stored on secure servers allowing us to perform essential functions pertaining to customer requests.

Distribution of Information

Trossen Robotics does not rent, sell or distribute personal information collected. We may share information with government agencies or other companies assisting us in fraud prevention or investigation when: (1) permitted by law; or, (2 trying to prevent or protect against actual or potential fraudulent or unauthorized transactions; or, (3) investigating an incident where fraud has already taken place.

Data Security

Trossen Robotics employs 128-bit encryption technology in all areas which require you to provide personal information. We use industry standard firewalls and SSL technology to allow for the encryption and protection of potentially sensitive information. Only authorized employees and contractors have access to personal information. Trossen Robotics holds the right to make changes to this Privacy Policy. Any changes will be promptly posted and will only apply to future activities. It is the responsibility of the users to review this policy.

Disputes

You acknowledge and agree that Trossen Robotics would not be able to offer attractive discount pricing on its products over the Internet if it were required to resolve disputes with customers in the jurisdiction in which customers are located. Because you wish to benefit from this attractive discount pricing, you agree that jurisdiction and venue for any disputes arising out of or relating to your purchase will be proper in DuPage County, Illinois.

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