Shipping policy
Welcome to Robotopian.
At Robotopian, we are committed to providing a professional, transparent, and efficient shipping experience for customers around the world. Because many of our products are high-value, specialized robotic systems, fulfillment may involve multiple stages, including production scheduling, warehouse handling, international transportation, customs coordination, and final delivery.
This page explains how shipping works at Robotopian, including where orders ship from, how delivery timelines are estimated, what charges may be included, how cancellations are handled, and what customers should know about tracking, customs, and delivery exceptions.
Our goal is to make shipping and fulfillment as clear and predictable as possible while minimizing unnecessary complexity for our customers.
1. Our Fulfillment Network
Robotopian operates fulfillment capabilities in Shenzhen, China and Santa Clara, California. Depending on the product type, inventory condition, production arrangement, and delivery destination, orders may ship from different locations.
At this time, most newly manufactured robot orders are fulfilled from Shenzhen, China. Selected inventory, when available, may also ship from Santa Clara, California.
We choose the most appropriate fulfillment route for each order based on actual availability, operational conditions, and delivery efficiency.
2. Product Categories
To help customers better understand fulfillment timing, products on Robotopian generally fall into one of the following categories:
In-Stock Items
These are products that are already available for shipment. Orders for in-stock items can usually move into warehouse processing and dispatch shortly after payment is confirmed.
Pre-Order Items
These are products that are available to purchase but are not yet fully stocked and ready to ship. Dispatch timing for pre-order items depends on the brand’s supply schedule, incoming inventory, or temporary availability.
Made-to-Order / Production-Scheduled Items
These are products that enter sourcing, production coordination, or production scheduling after the order is placed and fully paid. These orders typically require additional preparation time, and delivery timing may vary based on the brand, model, configuration, and supplier production schedule.
3. Order Processing and Estimated Delivery Time
Because many Robotopian products are specialized robotic systems, the overall fulfillment timeline generally includes two stages: production / sourcing lead time and shipping transit time after dispatch.
Production or Sourcing Lead Time
For pre-order items and made-to-order / production-scheduled items, the estimated lead time from confirmed payment to the point when the product is ready for dispatch from our Shenzhen warehouse is typically 10–30 days.
This estimate may vary depending on factors such as:
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brand production schedules
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model and configuration differences
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supply chain inventory conditions
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holiday periods or peak production seasons
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special components or add-on accessories
Transit Time to the United States
For U.S. orders that have completed preparation and officially ship from Shenzhen, the estimated transit time is typically 3–7 business days.
Transit Time for Other International Orders
For destinations outside the United States, delivery timing varies depending on the destination country or region, product type, carrier arrangement, customs processing, and local final-mile delivery conditions. Estimated timing may be provided based on the actual order and destination.
Important Note About Delivery Estimates
All delivery timeframes are estimates only and are not guaranteed. Delays may occur due to flight scheduling, customs inspections, destination-country holidays, weather events, carrier disruptions, regulatory changes, or other factors outside Robotopian’s control.
We will make reasonable efforts to keep customers informed and provide updates when necessary.
4. Pricing Transparency and Included Charges
Robotopian places strong emphasis on transparent pricing for cross-border orders. Within the normal scope of fulfillment, we aim to show the major cost components clearly before checkout so customers can better understand what is included in their order total.
Where applicable, the quoted order amount may include standard cross-border fulfillment costs such as:
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product price
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international shipping
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standard customs clearance handling
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applicable import duties and taxes
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last-mile delivery
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standard residential delivery surcharges
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standard remote-area surcharges
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applicable battery-related or other special transportation surcharges
The exact scope of included charges depends on the product page, formal quotation, checkout page, or customer service confirmation.
Our core principle is simple:
If a standard cross-border charge is clearly included in your quoted order total, it will not later be added again as an unexpected post-shipment fee within the normal fulfillment scope.
5.Charges Not Included
While we strive to provide a transparent and predictable shipping experience, certain costs are not included in the standard quoted amount when they arise from customer actions, special requests, or exceptional circumstances.
These may include:
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re-delivery charges caused by an incorrect shipping address provided by the customer
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fees resulting from address changes, rerouting requests, or delivery modifications after dispatch
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return shipping charges caused by refusal of delivery
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second delivery attempt charges
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additional charges for upstairs delivery, appointment-based delivery, on-site installation, or special handling
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extra customs-related processing costs caused by missing, delayed, or incorrect customer-provided documentation
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local storage fees, port fees, or other special handling charges requested by the customer
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additional costs caused by incomplete consignee information or inability to reach the recipient
If any of these costs arise, Robotopian reserves the right to confirm them with the customer and charge accordingly.
6. Tracking and Shipment Updates
Once an order is officially dispatched from Shenzhen or the applicable fulfillment location, Robotopian will provide tracking information.
Customers may use the tracking number to monitor the shipment’s progress. During international transit, some tracking events may take time to appear in the carrier’s system. It is normal for tracking updates to appear slowly during the early stages of an international shipment, and this does not necessarily mean the package is not moving.
We are also continuing to improve order-status visibility so customers can better understand the overall fulfillment journey from order placement to final delivery.
7. Customs and Cross-Border Coordination
For most standard cross-border orders, customers generally do not need to manage customs clearance themselves. Robotopian coordinates the relevant shipping, customs, and delivery arrangements in order to simplify the receiving process as much as possible.
In some cases, however, local customs authorities, delivery agents, or carriers may contact the recipient directly to verify delivery details, recipient identity, or local clearance requirements.
If a customer is mistakenly asked to pay a standard charge that should already have been included in the quoted order amount, Robotopian will review the situation and assist accordingly.
8. Order Cancellations, Changes, and Delivery Refusal
Free Cancellation
Orders may be cancelled free of charge within 24 hours of placement.
Cancellation After Production or Scheduling Has Begun
If an order has already entered sourcing, production coordination, production scheduling, or manufacturing, and the customer requests cancellation, Robotopian will refund 60% of the amount paid and retain 40% as a cancellation fee.
This fee is intended to cover supplier deposits, production commitments, scheduling allocation, procurement obligations, and related handling costs.
Whether an order has entered sourcing, scheduling, or production status will be determined based on Robotopian’s internal processing records and relevant supply chain confirmation.
Address Changes
Customers may request an address change before the order is officially dispatched. Once the shipment has been sent out, any additional charges caused by rerouting, address changes, or shipment interception will be the responsibility of the customer.
Refusal of Delivery
If a customer refuses delivery after the order has already shipped, all return shipping charges, return handling fees, and other incurred costs related to that shipment will be the responsibility of the customer.
9. Split Shipments
When necessary, an order may be split into multiple parcels or shipped from different fulfillment locations. This may happen due to inventory availability, product type differences, timing differences between the main unit and accessories, supply chain arrangements, or destination delivery requirements.
If split shipment occurs, Robotopian will make reasonable efforts to keep the customer informed.
10. Delivery Issues and Reporting Window
In general, once a shipment has been signed for and marked as delivered, the order will be considered delivered for shipping purposes.
If a customer experiences any of the following:
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lost package
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delivery exception
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obvious package damage
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delivery status inconsistent with the actual receipt of goods
the customer should contact Robotopian within 7 days so we can assist with investigation and next steps as promptly as possible.
Reports submitted after this window may reduce the efficiency of any investigation or support request made with the carrier, customs intermediary, or other service providers.
11. Optional Value-Added Services
For eligible orders, Robotopian may offer additional services upon request, including:
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appointment-based delivery
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special delivery arrangements
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on-site installation
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deployment support
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other project-based customized fulfillment services
These services are generally not included in standard shipping. If needed, please contact the Robotopian team in advance to confirm availability and associated charges.
For certain eligible orders, additional shipping protection or commercial insurance options may also be available upon request. Availability and implementation details will depend on the actual order and follow-up confirmation.
12. Policy Updates
Robotopian reserves the right to update or revise this Shipping Policy from time to time based on business needs, logistics arrangements, regulatory changes, and operational conditions. The latest version published on the website will prevail.
Frequently Asked Questions
Where do you ship from?
Robotopian operates fulfillment capabilities in Shenzhen, China and Santa Clara, California. Depending on the product, inventory condition, production arrangement, and destination, orders may ship from different locations.
At this time, most newly manufactured robot orders ship primarily from Shenzhen, China. Selected inventory may also ship from Santa Clara when available.
Why are many orders shipped from China?
Most robotic products today still rely heavily on China-based supply chains. Many models enter sourcing, production scheduling, or manufacturing only after an order is placed.
By working directly with the China supply chain and our Shenzhen fulfillment system, Robotopian can coordinate procurement, warehouse handling, international transportation, and cross-border delivery more efficiently. In many cases, this also helps us provide a clearer cost structure and a more competitive fulfillment model.
In other words, shipping directly from China does not necessarily make the process more complicated. In many cases, it is actually a more direct and efficient way to fulfill specialized robotics orders.
Which countries do you ship to?
Robotopian ships to a broad range of major countries and regions worldwide. Actual destination availability may vary depending on the product type, local import regulations, shipping conditions, and fulfillment feasibility.
Common destinations may include, but are not limited to:
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United States
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Canada
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United Kingdom
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Germany
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France
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Netherlands
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Australia
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New Zealand
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Singapore
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Japan
If your country or region is not shown at checkout, please contact the Robotopian team and we will evaluate a suitable shipping option for you.
Does your pricing include duties, taxes, and shipping costs?
Where applicable, Robotopian aims to include standard cross-border fulfillment costs in the quoted order total and to make the major cost components clear before checkout.
This may include:
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product price
-
international shipping
-
standard customs clearance handling
-
applicable import duties and taxes
-
last-mile delivery
-
standard residential or remote-area surcharges
-
applicable special transportation surcharges
Our principle is straightforward:
if a standard charge is clearly included in the quoted order total, it will not later be added again as an unexpected shipping-related fee within the normal fulfillment scope.
The exact scope of included charges depends on the product page, quotation, checkout page, or customer service confirmation.
How long will it take before my order ships?
That depends on the type of product you ordered.
In-stock items: usually move into warehouse processing and dispatch shortly after payment is confirmed.
Pre-order items: dispatch timing depends on the brand’s supply schedule and incoming availability.
Made-to-order / production-scheduled items: these typically go through sourcing, production, or scheduling first. From confirmed payment to the point when the order is ready for dispatch from Shenzhen, the estimated lead time is usually 10–30 days.
For U.S. orders that have completed preparation and shipped from Shenzhen, the estimated transit time is typically 3–7 business days. Delivery timing for other destinations will vary.
Why hasn’t my tracking updated right after shipment?
This is common in international shipping.
After an order is packed and assigned for shipment, tracking may not update immediately until the parcel is scanned by the first carrier, handed through the airport process, or entered into the destination country’s local carrier network.
If your tracking does not change during the first few days after shipment, that is usually normal and does not necessarily mean the parcel is not moving.
Will I receive a tracking number after shipment?
Yes. Once the order is officially dispatched from Shenzhen or the applicable fulfillment location, Robotopian will provide a tracking number so you can follow the shipment progress.
Depending on the shipping route, some orders may show limited tracking information during the early stages of international transit. Tracking details usually become more complete as the shipment moves through later carrier networks.
Can I cancel my order?
Yes, but the rules depend on the order stage.
Orders may be cancelled free of charge within 24 hours of placement.
If the order has already entered sourcing, production, scheduling, or manufacturing, Robotopian will refund 60% of the amount paid and retain 40% as a cancellation fee. This helps cover supplier deposits, scheduling allocation, and related processing costs.
Whether the order has entered one of these stages will be determined based on Robotopian’s internal system records and supply chain confirmation.
Can I change my shipping address?
Yes, but please contact us as early as possible.
You may request an address change before the order is officially dispatched. If the order has already shipped, additional charges caused by rerouting, address changes, or shipment interception may apply and will generally be the customer’s responsibility.
What happens if I refuse delivery?
If an order has already shipped and the customer refuses delivery, the parcel will usually be returned. Any return shipping charges, return handling fees, and other incurred costs will generally be the responsibility of the customer.
If you have concerns about the order, it is best to contact the Robotopian team before the shipment is dispatched.
Why was my order split into multiple packages?
In some cases, one order may be split into multiple parcels or shipped from different fulfillment locations.
This may happen because:
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the main unit and accessories become ready at different times
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different items are fulfilled from different warehouses
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some items are ready earlier and can ship first
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different products require different shipping arrangements
If split shipment occurs, Robotopian will make reasonable efforts to share the relevant shipping information.
Do I need to handle customs clearance myself?
In most cases, no.
For standard cross-border orders, Robotopian will usually coordinate shipping, customs, and delivery arrangements to reduce complexity for the customer.
In some cases, local customs authorities, delivery agents, or carriers may contact the recipient directly to verify delivery information, recipient identity, or local clearance requirements. If that happens, you may contact the Robotopian team and we will assist.
What should I do if I am asked to pay an extra charge?
If you are asked to pay a charge that you believe should already have been included in your quoted order total, please contact the Robotopian team promptly.
We will review the quotation, payment record, shipping arrangement, and actual situation. If the charge is confirmed to fall within the covered standard scope, Robotopian will assist in resolving the issue.
What should I do if my package is lost, damaged, or shows a delivery exception?
If your order experiences any of the following:
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lost package
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obvious package damage
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delivery exception
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delivery status inconsistent with the actual receipt of goods
please contact the Robotopian team within 7 days. We will assist, based on the actual case, in following up with the carrier, customs intermediary, or related service providers.
Do you offer appointment delivery, installation, or special delivery services?
For certain eligible orders, Robotopian may offer additional services such as:
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appointment-based delivery
-
special delivery arrangements
-
on-site installation
-
deployment support
-
other project-based customized fulfillment services
These services are generally not included in standard delivery. If needed, please contact the Robotopian team in advance to confirm feasibility and pricing.
Do you offer additional shipping insurance or shipment protection?
For certain eligible orders, Robotopian may be able to provide additional shipping protection or commercial insurance options upon request.
Because eligibility depends on the product, destination, and shipping method, availability, structure, and pricing will need to be confirmed case by case.
Is the order considered delivered once it is signed for?
Generally, yes. Once a shipment has been signed for, it is usually considered delivered.
If you discover a delivery issue, missing goods, or another shipping-related problem after receipt, please contact the Robotopian team within 7 days so we can assist promptly.
Contact Us
If you have any questions about this Policy, or if you need to submit a return request, report a delivery issue, or request warranty assistance, please contact Robotopian through the following channels:
Email: support@robotopian.com
Website: Robotopian.com
Customer Support Hours: 9:00 AM – 10:00 PM, Monday through Saturday, PST