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Orders Over $200 = Free Ground Shipping
Under $200 = Basic Shipping Starts at $3.99
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robotics terms conditions
Accepted Payments for online orders
Credit Cards:
Visa, MasterCard, Discover and American Express
PayPal
PayPal Accepted. There is a 4% fee for using PayPal.
Other Payment Methods Available on a Case by Case Basis
Wire Transfer:
$30 Fee Applies - please contact Rick Stiles at (877) 898-1005 for more information.
Checks:
Established businesses and universities only. 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.
Purchase Orders:
Established businesses and universities only. Requires four credit references and detailed background information. All purchase orders will be due upon receipt. No net terms available. Contact phone number and email address are required to be on the PO. If contact information is not available, the PO will not be processed. Minimum order requirement of $500. Please contact Rick Stiles at (877) 898-1005 to see if you qualify and for more information. Sorry, we do not accept international purchase orders.
Most domestic orders placed before 2:30PM CST Monday - Friday will be shipped the same day. All deliveries will be made on weekdays Monday - Friday. UPS does not deliver on Saturday or Sunday.

If we are out of stock of an item, your order may either be partially shipped or put on hold. In this event, you will receive an email at the address entered in the order. Feel free to contact us at (877) 898 - 1005 for stock availability.

Shipments made through United Parcel Service (UPS) are guaranteed to arrive by the posted scheduled delivery times of UPS, from the time your package leaves our warehouse (depending on product availability). Our apologies, but UPS does not ship to P.O. Boxes. To help reduce some of the shipping costs for our International customers, we are now offering USPS in addition to UPS for International Shipments. PLEASE NOTE: USPS only guarantees shipment to your Country's customs. After that point it is up to your local carrier to delivery your package. Trossen Robotics will not be held liable for packages lost after USPS delivers to your Country's customs. For further information please see the International Shipping section below.

Trossen Robotics reserves the right to change the shipping cost of orders prior to shipment in order to reflect any changes in shipping costs due to system errors, miscalculated weights, locations or distances, or any other reason which may affect the actual shipping cost. Customers will be contacted and informed of any cost changes and will have the choice of accepting or cancelling the order for a full refund.

Domestic Shipping
Standard Shipping: 5-8 days
Standard Shipping is available for packages under 13 ounces.
Orders shipped via Standard Shipping will normally be sent via USPS Priority. Some packages may be send via UPS Ground at our discretion.
USPS shippments may require one extra day of processing time and do not have package tracking.
Ground: 1-5 Business Days
UPS Delivery Commitment:
Day-definite delivery typically in one to five days
Service Area:
All 50 states and Puerto Rico
UPS Ground Shipping Map
UPS 3 Day Select: 3 Business Days
UPS Delivery Commitment:
Delivery by the end of the third business day
Service Area:
The 48 contiguous states
UPS 2nd Day Air®: 2 Business Days
UPS Delivery Commitment:
Delivery by the end of the second business day. Some locations in Alaska and Hawaii require additional transit time
Service Area:
All 50 states and Puerto Rico, with some limitations in Alaska and Hawaii
UPS 2nd Day Air A.M.: 2 Business Days
UPS Delivery Commitment:
Delivery on the second business day by 10:30 a.m. or 12:00 noon to most commercial destinations
Service Area:
Available to the 48 contiguous states to destinations where UPS Next Day Air® delivery is committed
by 10:30 a.m. or 12:00 noon
Not available to destinations where UPS Next Day Air delivery is committed by end of day
Not available to residential destinations
UPS Next Day Air Saver®: Next Business Day
UPS Delivery Commitment:
Commercial Destinations:
  • Next business day delivery by 3:00 or 4:30 p.m. where UPS Next Day Air delivery is committed by 10:30 a.m. or 12:00 noon, respectively
Residential Destinations:
  • Next business day delivery by end of day
Service Area:
Available to the 48 contiguous states
Not available to destinations where UPS Next Day Air delivery is committed by end of day
UPS Next Day Air®: Next Business Day
UPS Delivery Commitment:
Next business day delivery by 10:30 a.m., 12:00 noon, or end of day, depending on destination
Service Area:
All 50 states and Puerto Rico, with some limitations in Alaska and Hawaii
UPS Next Day Air® Early A.M.®: Next Business Day
UPS Delivery Commitment:
Next business day delivery by 8:00 a.m. to major cities in the 48 contiguous states
Delivery by 8:30 or 9:00 a.m. to most other U.S. cities, including Anchorage, Alaska
Delivery by 10:00 a.m. to additional locations
Delivery times vary by zip codes and destinations
Service Area:
The 48 contiguous states and limited addresses in Alaska, including Anchorage
International Shipping
International Importation Taxes, duties, fees, etc: When receiving an international shipment, your country may charge you for duties and importation taxes which UPS/USPS 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/USPS and your money WILL NOT be refunded by Trossen Robotics. You are abandoning your own property in customs by refusing to pay importation taxes, duties, fees, etc.

Please also read below about product warranties for international orders.
UPS Worldwide Express: 1-3 Business Days
UPS Delivery Commitment:
(duties, brokerage fees, and taxes may apply)
Delivery by 10:30 a.m. or 12:00 noon
Delivery by the next business day Canada and for documents to Mexico
Second business day delivery to Europe and Latin America
Delivery within two or three business days to Asia
Service Area:
To 45 countries and territories
UPS Worldwide Express Plus: 1-3 Business Days
UPS Delivery Commitment:
(duties, brokerage fees, and taxes may apply)
Delivery by 8:30 a.m. to Canada and 9:00 a.m. to all other destinations
Next day delivery to Canada
Delivery within two business days to Europe
Delivery within two or three business days to Asia
Service Area:
To 30 countries and territories, including major cities in Canada, Europe, and Asia
UPS Worldwide Saver: 1-3 Business Days
UPS Delivery Commitment:
(duties, brokerage fees, and taxes may apply)
Delivery by end of day
Next business day delivery to Canada and for documents to Mexico
Delivery in two business days to Europe and Latin America
Delivery in two or three business days to Asia
Service Area:
To 215 countries and territories
UPS Worldwide Expedited: 2-5 Business Days
UPS Delivery Commitment:
(duties, brokerage fees, and taxes may apply)
Delivery in two business days to Canada
Delivery in two or three business days to Mexico
Delivery in three or four days to Europe
Delivery in four or five days to Asia and Latin America
Service Area:
More than 60 countries and territories
For shipments going to Mexico, additional governmental taxes may apply


USPS International Shipping:

USPS deliveries often take 2-4 weeks to arrive and sometimes longer. Trossen Robotics is not responsible for delays in USPS delivery times. Any person placing an order that is time sensetive should order via UPS.

These are average delivery times, not committed times. If you would like a guaranteed shipping time, please use one of the UPS International Shipping options above. PLEASE NOTE: USPS only guarantees shipment to your Country's customs. After that point it is up to your local carrier to delivery your package. Trossen Robotics will not be held liable for packages lost after USPS delivers to your Country's customs.


USPS Express Mail International®
USPS Stated Delivery Time to Country:
3 - 5 days This delivery time is to your country's border, NOT TO YOUR ADDRESS. There is no guarantee associated with this estimated delivery time.
Service Area:
Over 190 countries
USPS Priority Mail International®
USPS Stated Delivery Time to Country:
6 - 10 days This delivery time is to your country's border, NOT TO YOUR ADDRESS. There is no guarantee associated with this estimated delivery time.
Service Area:
Over 190 countries
Out of stock & partial shipment policies
Domestic Shipments * expedited shipping is any other shipping than UPS ground
Ground Shipping / Completely out of stock
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.
Ground Shipment / Partially out of stock
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.
Expedited Shipping* / Completely out of stock
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.
Expedited Shipping* / Partially out of stock
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.
International Shipments
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.
Oops! Missing or wrong Items!
All missing items must be reported within 15 days of receipt! Missing item replacement requests will be denied after 15 days.
Domestic Shipments
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 correct product(s) will be shipped out once we receive the incorrect item(s).
International Shipments
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 correct product(s) will be shipped out once we receive the incorrect item(s).
Lost packages policy
Unfortunately sometimes packages go missing. When this happens there are certain steps involved for the resolution. A trace has to be started on the missing package and this can take anywhere from 8 to 60 days depending on the shipper and the circumstances. After the shipper is done looking for the package they will either have found it or declared it lost and then send us a check for the lost package. Once we are informed of the official lost status we can send a replacement shipment.
Please note: A second shipment WILL NOT be sent out before the trace process is over. We do not ship goods out that are unpaid for. We also cannot send a refund until the trace process is over.
Understandably, customers can not always wait for this whole process having real world project deadlines. In these cases where a customer must expedite the replacement they can place a second order to be shipped out. The trace will continue on the original order. If the trace is considered lost then the first order will be refunded in full. If the package is found and arrives at the destination the customer has the choice to keep the goods or send them back at their expense for a refund once we receive the goods. The goods will need to be received back in proper good-as-new condition to be refunded.
A missing package is very frustrating. We hate it as much as our customers. We ask that people remember that shipping packages around the globe is part of online ordering and packages sometimes going missing are a risk we take when shopping online. The heavy delays involved with lost packages are a result of the carrier’s processes and are completely outside our control as a retail vendor.
All products are bound by 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.
Domestic Shipments
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.
International Shipments
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 Rick Stiles at (877) 898-1005. All international warranty issues will be at the manufacturers’ discretion and subject to their policies.
All Unopened Returns Require Prior Authorization
All returns require prior authorization by Trossen Robotics. Please call (877) 898 - 1005 for a Return Authorization Number. ALL merchandise returned must be returned with a completed RMA form. Any merchandise returned without a completed RMA form will be rejected. All returns will be evaluated for eligibility as promptly as possible and the customer will be notified of the result.
Manufacturer Policies
All merchandise is fully guaranteed by the manufacturer (unless specifically stated otherwise). However, several of our manufacturers have return policies that require all customers deal directly with them. To find out if this is the case, please contact us at (877) 898 - 1005.
Our Error Returns
If a return is a result of our error we must be contacted within 15 days of receiving the order. We will pay for return shipping costs and cover the restocking fees if applicable. All original equipment, components, manuals, cables, documents, etc. must be returned with the product.
Unopened Item Returns
Trossen Robotics accepts returns on most unopened merchandise within 15 days of the customer’s purchase date. Customers may choose a full-credit product exchange or a full credit by the same means payment was made.
Opened & Used Item Returns
Opened merchandise is considered used and may not be returned. In some instances an exception may be made, however this is at the discretion of Trossen Robotics. If a return is accepted it may be subject to a 15% restocking fee. All merchandise must be returned with the original packaging, documents, cables, accessories, etc. If we determine the merchandise is not able to be restocked, we will return the merchandise back to the customer. The restocking fee will be determined upon our examination of the returned merchandise
Defective Item Returns
Trossen Robotics accepts returns on all defective merchandise within 15 days of the customer’s purchase date. Customers may choose a full-credit product exchange or a full credit by the same means payment was made. In the RMA form, please include a detailed written description of the defect and how to replicate the problem. If no problem can be found, the customer will be contacted and given the choice of having the merchandise returned to them, or returning the merchandise which will be subject to a 15% restocking fee. Additional fees may be assessed for missing hardware.
Non-Returnable Items
  • Any parts that have been modified.
  • Any special order items.
  • Any assembled or partially assembled kits.
  • Any software that has been opened.
Once you have received your RMA number, please ship your items and RMA form to:
  • Trossen Robotics
  • Attn: Warranty / Repair RMA#________________
  • 2749 Curtiss Street
  • Downers Grove, IL 60515
If you have any further questions, please contact us at (877) 898-1005.
At Trossen Robotics, we treat all of your personal information with the highest standards of safety, security and confidentiality.
Information You Give Us:
In order to process and ship your order, we must collect information from you which includes your full name, billing address, shipping address, telephone numbers, email address, and credit card information. This information is stored by us on our secure servers to allow us to perform essential functions including processing credit card reconciliations, providing customer service, and handling audits and warranty claims.
When we contact you:
We try to keep our emails to customers down to a minimum. If we have a question about your order, we may contact you by e-mail or phone. Additionally, automated emails will be sent to you regarding your order status. Periodically, we will notify our customers of special offers, product announcements, contests and other Trossen Robotics related news. If you wish to not receive these emails, simply reply to the email with "Unsubscribe" in the subject line and we will remove you from the mailing list.
Sharing Information:
Trossen Robotics is committed to your right to privacy. Protecting this right is something that we take very seriously. Trossen Robotics will never sell, rent or give any of your personal information to any unrelated third parties except as necessary to fulfill transactions that you initiate.
Security:
Trossen Robotics pledges a safe and worry-free shopping experience. We employ 128-bit encryption technology in all areas of the Site which require you to provide your personal or account information, including those areas related to online ordering and checking your order status. The Site utilizes industry-standard firewalls and Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive Personal Information, such as your name, address and credit card number.

Although we take all the steps possible to ensure your data is secure, you should recognize, that no computer system is fully secure and that there are inherent risks associated with Internet transactions. To make sure you have the latest security features on your browser, you may want to download the most recent version of your favorite browser, which should have full SSL support.
Changes to this Privacy Notice, Conditions of Use and Notices:
We may periodically make changes to this Privacy and Security Policy. It is your responsibility to review this Privacy and Security Policy frequently and remain informed about any changes to it, so we encourage you to visit this page often.
Questions:
If you have any questions or concerns about our Privacy Policy, please call us toll-free at 1-877-898-1005 or e-mail us at trsupport@trossenrobotics.com.
Technical Support
Trossen Robotics is committed to providing customers with the highest quality technical support and customer service. For immediate technical assistance, please contact us via phone or email below. However, we ask that customers please consider the following, prior to contacting technical support:
  • Documentation, datasheets, etc. help with answering most questions and are typically found on the product page. If there is no documentation available for the product in question, please let us know.
  • Join the Trossen Robotics Community (TRC). The TRC is one of the largest, most active and friendly robotics communities online. Since robotics requires experience in so many areas, the TRC is packed full of members with experience in backgrounds ranging from animation to cinematography, EE to programming, mechanics to interactive arts, woodworking to CNC. If you have experience in anything at all, we're sure you'll enjoy hanging out in the TRC. It's the ideal forum for asking questions, exchanging ideas and learning everything there is to know about Robotics. We invite all of our customers to join the TRC regardless of their background. Join the discussion now.
Software & Website:
General programming related questions or problems with the website.
Kyle Granat
(877) 898-1005
Hardware:
Electronics, hardware & assembly troubleshooting.
Andrew Alter
(877) 898-1005
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