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Home » Frequently Asked Questions

FAQ




Here you will find answers to some commonly asked questions.  If you do not see your answer here feel free to email us (click Contact Us above).


Q: How will my order ship?  Do you ship to ___?
A: We use Canada Post and DHL to ship orders worldwide.


Q: Do you accept credit cards?
A: Yes, we accept Visa and Mastercard.  If you prefer a different card, choose PayPal which accepts all major credit cards.
- Ensure your PayPal address is correct. We will use your order's shipping address, but if this does not match your Paypal address, PayPal cannot offer buyer protection on your order.


Q: What does shipping cost?  How long will delivery take?
A: We have done our best to keep shipping cost as low as possible.  Our website uses your shipping address to pull quotes from several couriers and present you with the costs and times for each option.  The easy way to check how much shipping will be is to put all the items in your shopping cart then click Checkout.  The first page of Checkout has the shipping estimator that you can see without entering any payment information.


Q: Has my order been shipped?  The Canada Post Shipment status has not changed.
A: You will receive an email from our system when your order ships.  This is typically same-day or next-day.  It will include the tracking number if there is one.   You may also receive an email from Paypal (if that is how you paid) with a tracking number even when one does not actually exist.  Tracking numbers starting with 7210 are not tracking numbers (except for Xpresspost/Expedited shipments within Canada).  They are simply to confirm that the order was submitted, and they do not update as the package travels to you.  Rest assured your package is on its way!


Q: Does my order have a tracking number?
A: - DHL, Purolator, FedEx, UPS, and CanadaPost Expedited/Xpresspost include a tracking number.
- CanadaPost Small Packet Air/Parcel do not include a tracking number and cannot be tracked.
Shipments without tracking numbers must be missing for 45 business days before Canada Post will allow a claim to be filed.  Orders cannot be reshipped until Canada Post closes their investigation.


Q: My order has not arrived?
A: It is very rare that a shipment does not get delivered.  Make sure the maximum number of business days (weekends don't count) have passed before emailing us.  International shipments may be delayed by customs regulations.  Delivery times are estimated assuming packages do not get held at customs.  If they are delayed there is nothing we can do about it!


Q: Can I return my order?
A: Returns are handled on a case-by-case basis. Please email us the details and we will get back to you with instructions. Please note:
-Returns and refunds may be subject to a 10% restocking fee.
-Shipping charges are non-refundable.


Important disclaimers for international customers
For the most part, our international packages arrive safe and sound, though sometimes they can be delayed for six weeks or more depending on the destination country's customs regulations. We highly recommend you select a track-able, insured method if shipping outside North America. Please read the following disclaimers carefully and contact us if you have any questions.

No guaranteed international delivery times:  Unfortunately, delivery times to international destinations are NOT guaranteed due to the unpredictability of time spent in customs. Customs might delay delivery for six weeks or more depending on your country's regulations.  Please contact your local customs office for more information.

Customs fees and taxes: All international duties, taxes, brokerage fees, and any other fees associated with customs clearance or international imports are your responsibility.  Please contact your local customs office and Canada Post (or other courier) for an estimate of any additional fees.

Tracking and insurance: Some shipping methods offered are not insured or track-able.  You are solely responsible for taking the risk of sending any products uninsured and without tracking.
-If you select an untrackable shipping option (Canada Post Small Packet/Parcel Air), there is no way to know where your package is during transit.
-By selecting an uninsured shipping option, you agree that if the package is lost, damaged, or stolen in transit, you will not hold FingerTech Robotics Ltd. responsible for the loss. We will not re-ship the item for free, and we will not provide a refund or credit.
-If the package was insured and you do not receive it, you must wait until Canada Post deems the package lost before you can file an insurance claim.  Please contact Canada Post (or other courier) to find out how long you have to wait until a package is officially lost (typically 45 days).
-If your package was insured and it was lost, damaged, or stolen in transit, you might have to wait for up to 12 weeks for Canada Post (or other courier) to process your claim. We will do our best to make sure they process your claim in a timely manner, but sometimes it can take up to three months depending on the situation.  We will refund you the amount paid by the claim once it has been processed.  We will not provide a refund unless Canada Post (or other courier) pays the claim.  Please contact Canada Post (or other courier) for information on what their insurance covers and how long a package must be delayed before they deem it lost.

-Recommended shipping options: We highly recommend that you select an insurable, track-able shipping method via DHL or Canada Post Expedited/Xpresspost, especially for high-valued orders and orders shipping outside North America.

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