Shipping Policy
1. Order Processing
All orders are processed and shipped from our fulfillment center. Orders for in-stock products typically ship within 3 business days. Orders placed after 3:00 PM (PT) will be processed on the following business day. You will receive a confirmation email with tracking information once your package is dispatched.
2. Shipping Methods & Carriers
We partner with premium global carriers to ensure the safe delivery of precision components.
International: Primarily via DHL Express and FedEx.
Special Lines: For U.S. customers, we offer the USA Air Special Line (DDP), where import duties are prepaid for your convenience.
Domestic (U.S.): UPS, FedEx, and USPS.
3. Handling of Magnetic Materials
Our actuators and BEAR series motors contain magnetic components. These are classified as “Sensitive Goods” for air transport. We handle all necessary magnetic inspections (PI953) and specialized packaging to ensure compliance with IATA regulations. Please note that this may occasionally add 1-2 days to initial processing.
4. Duties, Taxes & Customs
DDP (Delivered Duty Paid): If you select a DDP shipping method (e.g., USA Special Line), duties and taxes are included in your checkout total.
DDU/FOB (Standard International): For all other international methods, the customer is the importer of record and is responsible for all local customs duties, VAT, or import fees.
5. Address Restrictions
We cannot ship to P.O. Boxes due to carrier restrictions for high-value and magnetic items. A physical address and a valid phone number are required for all deliveries.
6. Shipping Insurance & Liability
Due to the high value of robotic actuators, shipping insurance is mandatory and included in your shipping quote. Westwood Robotics is not liable for packages marked as “Delivered” by the carrier. For damaged shipments, please contact the carrier and our support team within 48 hours of receipt.
Return & Exchange Policy
1. 30-Day Return Window
You may initiate a return for most items within 30 days of receipt. However, due to the nature of high-precision electronic components, strict conditions apply.
2. Condition Requirements (Strictly Enforced)
To be eligible for a refund, items must be:
Brand New & Unused: No mounting marks, no soldering, and no firmware modifications.
Original Packaging: Must include all original boxes, internal padding, and static-shielding bags.
Seals Intact: Products with broken factory seals or signs of power-on testing are subject to a 20%-50% restocking fee or may be denied for return.
3. Non-Returnable Items
Customized actuators or modified hardware.
Consumable spare parts (e.g., specific cables, lubricants).
Items damaged due to improper wiring or over-voltage.
4. Return Shipping & Costs
Customers are responsible for return shipping costs and any associated import duties/taxes for the return.
Original shipping fees are non-refundable.
Westwood Robotics will provide a prepaid label only in cases of manufacturing defects or shipping errors.
5. RMA Process
All returns must follow our Return Merchandise Authorization (RMA) procedure:
Contact support@westwoodrobotics.io to request an RMA number.
Clearly mark the RMA number on the outer shipping box (not the product box).
Ship the item using a trackable service with insurance.
6. Refund Processing
Once received, our engineering team will inspect the item for functionality and cosmetic condition. Please allow 10-14 business days for the refund to be processed to your original payment method (Stripe/PayPal).
Defective Items & Warranty
If you experience technical issues with our actuators, please contact our support team immediately. Most issues can be resolved via remote technical support. If a product is confirmed defective under our Limited Warranty, we will provide a repair, replacement, or credit at our discretion.
Contact Us
Technical Support & Returns: support@westwoodrobotics.io
Response Time: Within 24-48 hours (Business Days)