SHIPPING TERMS AND LEAD TIME

If selecting UPS or USPS shipping, PROBOTIX reserves the right to ship using a comparable service with FEDEX UPS or DHL. We will NOT ship anything postal service if UPS is selected.

GX Series Machines, formerly Galaxy Series (Comet, Asteroid, Meteor, and Nebula) have seasonal lead times. We average between 2 and 15 business days depending on the time of year and your place in line. When you place an order for a GX series machine, UNITY controller, or other made to order product it is placed in an assembly queue based on the date received. Contact PROBOTIX for the current lead time at support@probotix.com. Lead-times are a best guess estimate as every machine is carefully handcrafted in production and every employee or department has a hand in building and testing the final product.

Our team works hard to give every machine high attention to detail to achieve superior craftsmanship while striving for clean aesthetics and provide a plug and play solution with the most precise performance. As a Just-In-time manufacturer, like others, we may experience vendor delays, employee illnesses, seasonality, high-volume, severe weather, and other unforeseen circumstances which, although rare, can delay the production process. We will not rush an order and risk sacrificing our high quality standards, however we pledge to our customers that we will do everything in our power to make sure your product is tested, and shipped as soon as possible. Every person in our shop is working hard every day to build high quality machines as fast as possible without compromising quality.
Most orders in stock and not requiring assembly are shipped within 24 - 48 hours. We do not offer guaranteed same day shipping. If you need your order expedited, you can email or call us to inquire about actual shipping times..

The GX or Galaxy class machines (ie Comet, Nebula, GX3750) must ship freight (see FREIGHT SHIPPING terms below).

Stepper motor driver controllers (UNITY) may take 7-10 days to build, average turnaround is 3 days.

GX Series machines have seasonal lead times, average is 10 business days but can be lower or higher depending on the situation. Contact PROBOTIX for the current lead time.

We test every product we send it out, if it comes with a DB25 cable or USB - we will perform all testing procedures using that exact cable. GX machines will come with a circle/square sheet in your quick start guide - this shows us that prior to crating, we tested the machine with sample g code, using the same controller, PC and cables shipped with the machine so can ensure everything works, is square, and nothing abnormal appears in testing.

Most orders in stock and not requiring assembly are shipped within 24 - 48 hours. We do not offer guaranteed same day shipping. If you need your order expedited, you can email or call us to inquire about actual shipping times.

High volume and seasonality may cause delays in shipping, but know that we are moving as fast as we can. Orders received on the weekends or Holidays will be shipped on the next business day, which is usually Monday. In order to keep our prices low, we are a just-in-time manufacturer. We do everything we can to get your machine built in the planned time, but sometimes delays from our suppliers and other issues (weather, human resources, illness, supply chain, etc) can cause these build times to be delayed.

Manufacturing, lead times, and delivery are the same for every customer regardless if the application is industrial, commercial, or hobby. If you commit yourself to a delivery time for a product for one of your customers that is dependent upon use of our machine, you can not hold our feet to the fire when something doesn't go as planned causing a delay in the delivery timing or operation of your machine. Especially in business, it it wise to plan for the unexpected and never commit to things that are beyond your control. You should allow ample time to make sure you have the machine in your hands, and that you are familiar with the use of the machine and the software before you ever make commitments to your customers. If you require expedited service, support, replacement, or delivery beyond the scope of these terms and conditions - contact a PROBOTIX representative and inquire about purchasing a Service Agreement.

SHIPPING USA

Domestic small package shipping is handled by UPS FEDEX or USPS. PROBOTIX reserves the right to ship via any carrier, but will prefer to ship via the selected method. Any additional fees incurred by using a different carrier or method will be paid for by PROBOTIX unless customer requests a shipping upgrade after the sale. If you choose an expedited shipping method such as UPS overnight, and another carrier is used we will make every effort to choose comparable services. PROBOTIX does not make any guarantee on shipping transit times posted on the website. Transit is beyond our control as times are calculated from the carrier and not always accurate. The website calculates the shipping charges automatically. You can see the shipping fees and service options in the first step of the checkout process.

Typical Time in transit for UPS Ground shipping from Fort Walton Beach, FL:

SHIPPING INTERNATIONAL

International orders are shipped by your choice of either UPS or USPS. PROBOTIX reserves the right to ship via any carrier, but will make every effort to ship via the selected method. If you choose an expedited shipping method such as UPS overnight, and another carrier is used we will make every effort to choose overnight services. We will contact the buyer if a reasonable alternative in terms of cost, quality, or transit times is not available. If PROBOTIX does not make any guarantee on shipping transit times posted on the website. Transit is beyond our control as times are calculated from the carrier and not always accurate. The website calculates the shipping charges automatically. You can see the shipping fee in the first step of the checkout process. A documentation and administration fee is built in to your shipping calculation.

UPS carries your package from end-to-end and delivery is usually 3-5 days, but note UPS may have additional customs fees for importing dependent upon your country.

USPS only handles the package until it reaches the destination country. From there it must go through customs and is handled by your local postal service. Lost or damaged packages cannot be reported for 45 days and no later than 6 months from the date of shipping.

Charges for brokerage and duty/tariffs (assessed by your government) will be collected at the time of delivery - COD (we cannot give any estimates for these charges). These additional charges can often be higher than the value of the ordered merchandise.

Due to custom restrictions, products CANNOT be returned from outside the USA.

Unfortunately, we cannot guarantee delivery dates. If merchandise is held in Customs or if your postal service is slow to deliver, we have no control of this. It is wise to choose UPS, FedEX, or another courier NOT USPS so that the package can be tracked end to end, once a package is transferred to the destination countries postal service we are no longer given updates on it's status or whereabouts.

FREIGHT SHIPPING

Large fully assembled precision machines can only ship freight. The shopping cart can calculate freight shipping for most domestic US orders which includes crating and insurance.

The shopping cart cannot calculate freight shipping for certain destinations. If you are presented with FOB Origin shipping, it means the crate will be sitting on our dock waiting to be picked up. A crating fee will apply when using your own shipping company.

FOB Origin (for most international destinations) indicates it is the buyers responsibility to arrange freight. PROBOTIX will provide the weight, dimensions, and pick-up date/time for you to obtain freight services, and your freight carrier should provide all shipping documents, custom forms, and Bill of Lading to PROBOTIX for inclusion on your freight. We will make every effort to provide all information requested by the freight carrier or customs broker, however cannot make guarantees as we have no control over a 3rd party freight courier. The buyer and/or buyers freight carrier is responsible for any shipping claims for lost, delayed, or damaged freight as well as the integrity of all shipping and customs documentation.

If you arrange your own freight, you will be billed $250 for the crating. A $100 administration fee may be required if you need assistance with creating documents for your carrier.

If you arrange your our freight, you become the shipper of record. The shipper of record is responsible for providing all relevant documentation (Bill of Lading, Commercial Invoice, etc). If you do not fill out the shipping paperwork for your freight carrier, we will add a $100 clerical fee to your order for filling our forms and are not responsible for any mistakes. As the shipper of record, you are responsible for any loss or damage claims should anything go wrong with the shipment. Sometimes the freight company will try to bill us for your shipment, and since we are not their customer with your negotiated rates, the freight charges are often times much higher than your negotiated rate. If we receive a bill from your freight carrier for your shipment, acceptance of terms authorizes us to bill for the full amount of the freight charge invoiced to us, plus a $100 clerical fee, unless you can resolve the responsible party for billing with your carrier.

If you are in the US, Canada, or Mexico, PROBOTIX can provide a freight quote for using our freight carrier. For freight shipping we will contact you after your order to arrange and collect the fee, or you can call us Monday - Friday between 7am and 4pm Central Time at 844.472.9262, or email us, to add your custom freight fee before you checkout - or after you checkout prior to ship date. This method is FOB Destination so PROBOTIX is responsible for the delivery of your machine end-to-end from our dock to your door. With our freight services, we prepare all shipping and customs documentation and clearances and can offer guaranteed and expedited delivery.

The calculation of our freight includes any documentation, forms, insurance, and administration required (FOB Destination) as PROBOTIX then handles services, paperwork, forms, delivery dates, charges, and damage claims.

If your machine arrives with a damaged crate, you must refuse the shipment which will be noted on each side of the crate on an address label. If you accept the shipment with a visibly damaged crate, you then transfer ownership of that machine and there is little we can do about it at that point. In that case we cannot advance ship a replacement machine until we receive back the damaged machine for inspection.

You grant authorization to PROBOTIX to debiting your credit card to cover the freight charges and any subsequent adjustments imposed by the freight carrier following delivery. These adjustments may encompass re-weighing, re-classing, fuel surcharges, detention fees, additional services, and any other related charges. You acknowledge that PROBOTIX lacks control over and cannot foresee these supplementary fees. Furthermore, you acknowledge that the original fee charged by PROBOTIX includes handling and crating charges, and any variance between the billed charges from the freight carrier and the initial amount charged to me will not account for any post-delivery freight adjustments.

INTERNATIONAL FREIGHT SHIPPING

The buyer is responsible to procure a freight courier and customs broker in their country to handle payment of the customs duties, taxes, and other fees. The buyer is responsible for providing to PROBOTIX all international shipping documents required by the customs brokerage for import to their country.

The best method is for the buyer to contact a local freight courier office in the destination country to arrange freight pickup and have them recommend a customs broker. Typically large international carriers like DHL have a branch setup for handling customs within their organization to streamline the process.

To get a freight quote, you will need to provide the following details about the freight to your carrier:

Your customs broker will need to know the country of origin (USA) and the invoice amount. Once the order is placed, PROBOTIX can provide you a pickup date/time and any variations on the standard freight metrics.

Due to custom restrictions, products CANNOT be returned from outside the USA. 

 

PAYMENT

We accept payments via Credit Card, PayPal, wire transfers and cashiers checks. Purchase Order terms are subject to approval. PayPal account payments or credit card payments are processed immediately. Wires and cashier checks must clear before your order will be processed. PayPal eCheck Payments must be cleared from the sender's account before your order will be processed. It usually takes 4 business days for PayPal eCheck Payments to clear. You will receive a notification from us as soon as your order is processed. We can not be responsible for glitches in the PayPal processing system.

When paying by Credit Card, our website holds your credit card info in memory for only a few seconds to pass the information through a secure payment gateway. Once the response is returned from the payment gateway, the web server erases your credit card info from memory forever. We do not store your credit card info. We feel that this is the best policy to protect your credit card data, but it means that we have to process the payment at the time the order is placed, rather than at the time the order ships.

If we have to pay any fees or incur any expenses in the collection of payment, the buyer will be responsible for such fees and expenses.

There is a $100 minimum for credit card orders placed over the phone and a $1000 minimum for purchase orders.

Any purchase order that has a state tax mandate as a percentage or fee invoiced to PROBOTIX, will be added to the original order as a clerical fee.


TECHNICAL SUPPORT

Does support come with your product? Yes!

Technical support is available on all PROBOTIX™ products. For technical support , please email: support@probotix.com or call 844.472.9262. Your telephone call or email will be answered during regular business hours, Monday through Friday, 7AM - 4PM CST. PLEASE LEAVE A MESSAGE IF NO ONE ANSWERS THE PHONE. We will call you back as soon as possible. Please have your product model number and a description of the problem ready before you call. If you purchased PROBOTIX™ products from a PROBOTIX™ dealer, you will need to contact the dealer you purchased it from and handle the return through them.

If you are using PROBOTIX™ products in mission critical business operations and require technical support after hours, in an extended scope, or in an expedited time frame; please call a PROBOTIX™ representative at 844.472.9262 and ask about one of our Service Agreements. PROBOTIX™ cannot be held responsible for any delays or production downtime in relation to agreements promised to your customer unless under a Service Agreement with PROBOTIX™.

Please note that we have no dealers, right now, but you are welcome to inquire if you'd like to distribute our products.

Before calling us, know that we will be able to serve you more efficiently if you have the following information:

All documentation and data sheets (if available) can be found on our website or wiki, to be environmentally friendly no paper goods will be shipped with any product purchase. A bound copy of the quick start guide with your machine measurements, g-code execution test, and calibration report will be included in the crate only with a CNC Machine purchase (Comet, Nebula, etc). If you need additional information call, chat, or email us and we will do our best to help you accomplish your needs. 

We will make every effort to provide you technical support as it relates to our products, however our support is limited for products we do not manufacture or develop such as CAM software, CNC control software, operating systems, etc. You are expected to contact the manufacturer or support community for products we do not develop, but we will help isolate any problems to the appropriate solutions and direct you accordingly.

In terms of CNC Control Software, you are free to use whatever you like, however we use LinuxCNC (formerly EMC2). Because we have a better working knowledge of it, we are better able to provide technical support if you are using LinuxCNC.

Technical Support is limited to the original purchaser.

DISCLAIMER

PROBOTIX™ reserves the right to make changes without further notice to any of our products.

PROBOTIX™ makes no warranty, representation or guarantee regarding the suitability of its products for any particular purpose, nor does PROBOTIX™ assume any liability arising out of the application or use of any product or circuit, and specifically disclaims any and all liability, including without limitation special, consequential or incidental damages.

PROBOTIX™ products are not designed, intended, or authorized for use as components in systems intended for surgical implant into the body, or other applications intended to support or sustain life, or for any other application in which the failure of the PROBOTIX™ product could create a situation where personal injury or death may occur. Should Buyer purchase or use PROBOTIX™ products for any such unintended or unauthorized application, Buyer shall indemnify and hold PROBOTIX™ and its officers, employees, subsidiaries, affiliates, and distributors harmless against all claims, costs, damages, and expenses, and reasonable attorney fees arising out of, directly or indirectly, any claim of personal injury or death associated with such unintended or unauthorized use, even if such claim alleges that PROBOTIX™ was negligent regarding the design or manufacture of the part. 

PROBOTIX does not recognize CSA Certification and will not pay the exorbitant sums to have our products inspected for CSA approval. Canadian customers are still able to purchase product, however they will be responsible for all costs for certification if their organization's policy requires it, or they have to use the equipment in their home "hobbyshop" location.

"Typical" parameters which may be provided in PROBOTIX™ data sheets and/or specifications can and do vary in different applications and actual performance may vary over time.

 

SERVICE AGREEMENTS

PROBOTIX™ offers a variety of Service Agreements for businesses and customers on an annual and per event basis. Service Agreements can provide a level of response for technical support hours and response time, advance replacement, expedited shipping, and on site service. Please contact a representative to discuss pricing and options available for your location.

WARRANTY

PROBOTIX™ warrants that all our products will be free from defects, under normal use, in materials and workmanship for a period of 1 year. Within this warranty period, PROBOTIX™ shall, at its discretion, repair or replace, free of charge, any equipment covered by this warranty which is returned, shipping charges prepaid by buyer, within 1 year from the date of original purchase, and which upon examination proves to be defective in material or workmanship and not caused by accident, misuse, neglect, alteration, improper installation, or improper testing. All products returned under warranty must be returned in their original packaging. PROBOTIX does not offer advance replacement for warranty items. We must be allowed to examine the items ourselves to determine the issues and cause with the items in question.

Prior to installation, the equipment referred to in this document must be stored in a clean, dry environment, in accordance with any instructions given. Periodic checks must be made on the equipment's condition.

Exclusions: all bare, static sensitive electronic circuit boards (breakout boards, drivers, relay boards, etc) to be installed and wired by the customer are not covered under warranty.  PROBOTIX is not responsible for any damage caused by incorrectly wiring for voltages and warranty is void.

WARRANTY IS NON-TRANSFERABLE AND APPLIES ONLY TO ORIGINAL PURCHASER

The provisions of this warranty are the sole obligations of PROBOTIX™ and excludes all other warranties expressed or implied. In no event shall PROBOTIX™ be liable for incidental or consequential damages or for delay in performance of this warranty.

Computer Warranty

Consult the manufacturers of computers and peripheral devices (for example, printers, monitors, disk drives) used in conjunction with PROBOTIX™ devices and software for information about warranties. The warranties on computers and peripheral devices are those provided by the manufacturer. PROBOTIX™ offers no additional warranties. The computer supplied has a 90 day warranty and may have manufacturers warranties on the parts and components. Software support, information and documentation is located at www.linuxcnc.org and configurations for our machines are available for download off our wiki.

Warranty Repair

PROBOTIX™ devices covered under warranty will be repaired or replaced and returned to you at no charge as long as they are determined to be manufacturer defect. Buyer is responsible for shipping defective material back to PROBOTIX™ and performing requested technical support tasks via phone/emailprior to being issued an authorization for return of merchandise and repair under warranty (RMA).

Customer is responsible for all shipping costs, labels, and materials for getting the product back to our facility, PROBOTIX will pay for shipping of repair or replacement back to customer. PROBOTIX will ship RMA'd products back to customer via standard or ground shipping - no expedited shipping is included unless paid for by the customer If you have any questions about applicability, please contact the PROBOTIX™ Customer Service Department or your PROBOTIX™ representative.

Non-Warranty Repair

For out-of-warranty repairs, contact your PROBOTIX™ representative or the PROBOTIX™ Customer Service Department. A customer service representative will discuss service options with you and can assist in making arrangements to return the device, if necessary. Merchandise is out of warranty if the warranty period has expired (1 year on machines, some parts, 90 days on electronics)  or if the product is resold to a 3rd party. The warranty is also invalidated by:

Returns

You can return your merchandise in unused, resalable condition within 15 days of purchase. A 20% restocking fee will be deducted from your refund. Shipping fees are non-refundable. Any missing parts or accessories will be deducted from the refund. Custom machine orders are not refundable.

Software sales are subject to the software developers licenses and are not refundable.

Products that are assembled by the end user such as V90/X90 machine kits are not refundable.

If you are in the United States, contact the PROBOTIX™ Customer Service Department to obtain a Return Merchandise Authorization (RMA) number. An RMA number MUST be obtained before returning a device. We cannot accept returned merchandise without an RMA Number.
Click here to download the RMA Form

Return Procedure

If you are in the United States, contact the PROBOTIX™ Customer Service Department to obtain a Return Merchandise Authorization (RMA) number. An RMA number MUST be obtained before returning a device. We cannot accept returned merchandise without an RMA Number. http://www.probotix.com/wiki/index.php/RMA_FORM

To Return a Device

Ship to:

PROBOTIX Repair Dept RE:(RMA number) 155 Blake Ave, Unit G3, Fort Walton Beach, FL 32548

Due to custom restrictions, products CANNOT be returned from outside the USA.

Trademarks & Copyrights

PROBOTIX™, the PROBOTIX™ logo, our electronic circuit designs, and the colored motor system are trademarks of Reef Robotics, Inc. All rights reserved. All text, images, diagrams, etc on this website are Copyright © Reef Robotics, Inc. dba PROBOTIX™.

Customer Feedback

It is always helpful to have detailed and accurate information about any problems encountered by customers. We welcome comments or suggestions about any aspect of the equipment and instruction handbooks. We occasionally will use feedback from emails, social media, or phone calls and incorporate it into our website or other materials. We will not release your full name or email.

We are constantly looking to improve our products. We also like to know how our products are being used. Send us pictures of your projects!


*These terms and warranty provisions are subject to change without notice.