At Robotime Wholesale, customer satisfaction is important to us. Due to the collectible and DIY nature of our products, our after-sales support focuses primarily on replacement, parts fulfillment, and issue resolution rather than product returns.
1. Eligible After-Sales Claims
We provide support for the following situations:
- Products damaged during shipping
- Missing products or shortages in shipment
- Missing components or parts
- Manufacturing defects
Please contact us within 7 days of receiving your order and provide:
- Order number
- Photos of the product
- Photos of the packaging
- Description of the issue
2. Missing Items & Short Shipments
If an item is missing from your shipment, Robotime US will review the claim and may provide:
- Replacement shipment
- Missing item fulfillment
- Credit toward a future order
The resolution method will depend on inventory availability and shipping conditions.
3. Damaged or Defective Products
For products damaged during shipping or confirmed manufacturing defects, we may provide:
- Replacement parts
- Replacement products
- Store credit
- Other reasonable solutions determined by our support team
4. DIY Kits & 3D Wooden Puzzles
For 3D wooden puzzles, book nooks, miniature houses, music boxes, and other DIY assembly kits:
- Missing or damaged components may be replaced when available.
- In certain cases, a complete replacement product may be provided.
5. Blind Box & Collectible Products
Blind box products are shipped and managed in sealed case packs.
As a result:
- Individual blind box replacements may not be available.
- Approved claims may be resolved through future-order credit or compensation when applicable.
6. Returns & Refunds
We generally do not accept returns or refunds for:
- Change of mind
- Ordering mistakes
- Personal preference
- Opened or assembled products
- Products damaged due to customer misuse
Refund requests will only be considered in exceptional circumstances approved by Robotime US.
7. Wholesale Orders
Wholesale, distributor, and bulk purchase orders are subject to separate sales agreements and warranty terms.
Please contact your sales representative for assistance.
8. Contact Us
Robotime Wholesale
23 South Front Street, Salem, NJ 08079
Email: distributor@robotime.com
Phone: +1 302-267-9430