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International Importation Taxes,
duties, fees, etc:
When receiving an international
shipment, your country may charge you for duties and importation taxes
which UPS will collect upon delivery. YOU are responsible for paying these fees.
To find out if your country charges these fees and what they might be,
contact your local shipping agencies. Refusal to pay these fees will
result in your package being abandoned by UPS and your money WILL NOT be
refunded by Trossen Robotics. We repeat, a person is abandoning
their own property in customs by refusing to pay importation taxes,
duties, fees, etc for brining their purchased items into the country. |
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Please also
read below about
product warranties for international orders. |
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| Out of stock & partial shipment policies |
| International Shipments |
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There will be no partial shipments of international orders
unless the customer requests to pay for multiple shipments. If items
are out of stock in an order then the whole order will be held until
it can be completed. (a customer may remove the backordered items
from the order). If a partial shipment is required, the customer is
responsible for the additional shipping charges, duties, and taxes. |
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| Domestic Shipments |
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| Ground Shipping / Completely out of stock |
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Order will be placed on hold and customer will receive an "order
on hold" email
notification. When the orders remaining items are back in stock in the rest
of the order will ship UPS ground.
Order may also be broken up into multiple shipments as items come
in. Trossen Robotics will cover the cost of any multiple shipments. |
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Ground Shipment / Partially out of stock |
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Ground orders which can only be partially shipped are handled on
a case by case basis. Most of the time the order will be
partially shipped with the items in stock, if only a small
percentage of the order is in stock it may be held for the complete
order. If an order is partially shipped customers will receive a
"partial shipment" email notification. If an order is placed on hold
the customer will receive an "order on hold" email notification.
Customers are always welcome to call or email us with questions or
specific requests on handling their order. Trossen Robotics will
cover the cost of multiple shipments. |
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| Expedited Shipping* / Completely out of stock |
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Orders where all items are out of stock and the shipping type is
one of the expedited choices will receive an "order on hold" email
notification. If a customer wishes to cancel the order or change the
shipping type they can contact us with the request to do so. If we
do not hear from the customer by the time the order is ready to ship
the order will be shipped using the original requested shipping
type. |
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| Expedited Shipping* / Partially out of stock |
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Orders where some of the items are out of stock and the shipping
type is expedited will receive an "order on
temporary hold pending customer feedback" email notice which will
inform the customer of the order status and that we are requesting
customer input on whether to continue with the partial order and the
expedited shipping or handle the order in another way. We will also
make an effort to reach the customer via the phone number provided,
but cannot guarantee a phone call. The order will remain in this
holding status until we hear from the customer. We have decided to
handle such uncertain orders in this manor so as to not spend
customers money on expensive expedited shipping for partial orders
without their consent to due so. *please note that orders where the
customer has requested to use expedited shipping on the initial
items in stock, the rest of the order will be shipped ground unless
the customer chooses to pay for faster shipping. |
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| * expedited shipping is any other shipping than UPS ground |
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| Oops! Missing or wrong Items! |
| We do our best, but sometimes errors happen. |
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| Domestic Shipments |
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If an order is incomplete the remainder of the order will be shipped
out as soon as the error is caught or we are notified. If the
original order was UPS ground the remaining items will be sent
UPS ground. If the original order was shipped using an expedited
service then we will cover half of the cost to expedite the
missing items if the customer requests it. If the wrong items
were inadvertently shipped a return label will be provided to
send those items back. The offending employee that screwed up
the order will then be beaten sufficiently. |
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| International Shipments |
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If an order is incomplete the remainder of the order will be shipped
out as soon as the error is caught or we are notified. The
remaining items will be sent USPS priority. We will cover half
of the cost to expedite the missing items if the customer
requests it. If the wrong items were inadvertently shipped a
return label will be provided to send those items back. The
offending employee that screwed up the order will then be beaten
sufficiently. |
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| Warranty Repairs & Replacements |
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| All products are bound the the warranty policies from the
manufacturer. Trossen Robotics abides by the policy of the manufacturer.
Before purchasing any product customers should review the warranty
provided by the manufacturer and whether or not it is valid in the
country of purchase. |
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| Domestic Shipments |
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All domestic orders that
require repair or exchange
will be sent via UPS ground, regardless of the original order shipping
option chosen. If a customer needs a rush shipment they can request to
pay for the increase in shipping. |
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| International Shipments |
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Warranty repairs or exchanges are subject to the
manufacturers’ terms. Please contact the manufacturer to see
what their policy warrants. If you have troubles with contact
information for the manufacturer, please contact Jen Jetter at
(877) 898-1005. All international warranty issues will be at the
manufacturers’ discretion and subject to their policies. |
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| Technical Support |
Trossen Robotics can provide the first level of tech support for
most of the products in our catalog, following
these guidelines. We try to maintain a working knowledge of all of
our products, but if necessary, the customer will be referred to the
product's manufacturer for technical support.
Our staff is happy to provide pre-sale support and advice concerning any
of our products. However, we cannot provide engineering consultant
services. We can help customers out with information concerning the
features, capabilities, and operation of products, but we cannot work on
project design for customers.
We can only offer technical support and troubleshooting assistance for
products purchased from Trossen Robotics. If you need help with a
product you did not purchase from us, feel free to post your question on
our forums (forums.trossenrobotics.com). |
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