Frequently Asked Questions

• Shipping Note for Lipoly Batteries
• Important Disclaimers for International Customers


Following local public health orders, we will be closed to public traffic, sales, and pickups effective March 26, 2020.  Shipments may be delayed as couriers are prioritizing essential goods shipments over non-essential.  That is to say, the estimated date of arrival shown on our shipping estimator is not guaranteed.


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


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: Can I get my invoice in USD? (or other)
A: If needed, we can add a note to your invoice indicating the exchange rate and the total in USD. You will need to send us the exchange rate used by your bank (or the order total that appears on your bank statement) because the exchange rates fluctuate constantly. Our website shows USD and EUR estimates along with the CAD cost, but they may not be the exact rate used by your credit card issuer.


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: Has my order been shipped?  The tracking number has not updated.
A: You will receive an email from our system when your order is packed and shipping label created. This is typically same-day or next-day. It will include the tracking number if there is one, and the tracking status will update once the shipment has been picked up (different times of day for different couriers).


Q: Does my order have a tracking number?
A:
- DHL, Purolator, FedEx, UPS, and CanadaPost Expedited/Xpresspost/Tracked Packet include a tracking number.
- CanadaPost Small Packet Air does NOT include a tracking number and cannot be tracked.


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 honestly 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.
- Every return must be marked as "Warranty Return" and/or "Gift" or else customs will charge duty and tax and that will be subtracted from your refund.
- Refund is not processed until after parts arrive back to us. A shipping method with tracking is recommended because lost returns will not be refunded.


Shipping Note for Lipoly Batteries:
Canadian Customers:
- If purchasing lipoly batteries and no electronics products (no ESCs, LEDs, motors, receivers, etc), you must choose UPS Ground, FedEx Ground, or Canada Post Ground (Expedited or Regular).
- If you have at least one electronic item (even just a Power LED) per lipoly pack, we can legally ship "packed with equipment" and you can choose Canada Post Ground (Regular or Expedited), or any UPS or FedEx method.

USA Customers:
- If purchasing 1 or 2 lipoly batteries and no electronic products (no ESCs, LEDs, motors, receivers, etc), you must choose UPS Ground, FedEx Ground, or DHL Express.
- If purchasing greater than 2 batteries and no electronics products (no ESCs, LEDs, motors, receivers, etc), you must choose UPS Ground or FedEx Ground. (No DHL allowed.)
- If you have at least one electronic item (even just a Power LED) per lipoly pack, we can legally ship "packed with equipment" and you can choose any UPS, FedEx, or DHL method.
- Canada Post Shipping methods are NOT allowed for lipoly not matter what. Do not choose Canada Post Small Packet Air/Expedited/Regular or we will have to contact you to change it.

International Customers:
- You must add at least one electronic item (even just a Power LED) per lipoly pack. Then we can legally ship "packed with equipment" and you can choose any UPS, FedEx, or DHL method.
- Canada Post Shipping methods are NOT allowed for lipoly no matter what. Do not choose Canada Post Small Packet Air/Expedited/Regular or we will have to contact you to change it.


Important Disclaimers for International Customers

For the most part, our international packages arrive safe and sound, though sometimes they can be delayed for six or more weeks depending on the destination country's customs regulations. We highly recommend you select a trackable, 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 trackable. 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 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 (or other courier) 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, trackable shipping method via DHL, FedEx, UPS or Canada Post Expedited/Xpresspost, especially for high-valued orders or orders shipping outside Canada.


Russia, Brazil, Turkey: Special Shipping Notes

Brazil: Importer’s CNPJ/CPF TAX ID is mandatory for all shipments to Brazil. If this is not provided, Customs clearance may be delayed and/or shipment returned to origin.
- Shipping to a Company: : CNPJ - Cadastro Nacional da Pessoa Juridica (Brazil Corporate TAX ID)
- Shipping to a Private Individual: CPF - Cadastro de Pessoa Física (Brazil Social Security).
We cannot ship your order until you supply this number. Please include it in the Additional Comments section during checkout.

Turkey: Importer’s VAT/Tax ID is mandatory for all shipments to Turkey. If this is not provided, Customs clearance may be delayed and/or shipment returned to origin.
- Shipping to a Company - VAT Number (10 digit)
- Shipping to a Private Individual - TR ID Number (11 digit)
We cannot ship your order until you supply this number. Please include it in the Additional Comments section during checkout.

Russia:
- If you choose a shipping method offered by Canada Post, you need to include your full name (at least 3 words), including first name, middle name and last name. Please include this in the Additional Comments section during checkout.
- For other couriers (DHL, UPS, FedEx, Purolator): Russia does not accept non-document shipments addressed to private individuals. The Russian government changed customs clearance procedures in 2010, making it illegal for shipments to be delivered to private individuals. Any non-document shipments destined for private individuals in Russia will be returned at your cost. This restriction does not apply to shipments addressed to corporate entities and organizations. So to complete your shipment using one of these couriers you will need to supply a corporate shipping name and address.


If you do not see your answer here feel free to email us.


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