FAQs

Out of Stock, Unlisted Parts and Backorders

If you are after something that is out of stock, no longer listed, or is available at vexrobotics.com but not yet in NZ, please get in touch. 

In most cases we should be able to order these in specially for you, and if the item is in stock, we can expedite it for shipment within a week, otherwise there can be a 2-5week lead time for other special orders.

Refunds and Exchanges

We are happy to honour refunds or exchanges for purchases up to 30 days from order date. Goods must be unused and in their original packaging, fit for resale. Please get in touch with us at contact@kiwibots.co.nz with your order number and details of what you would like to refund and why, and we can help organise this. 

Faulty Items

As with all things, from time to time items may present faults. VEX Robotics goods are under a 3 month warranty from date of purchase, and we can easily replace these - just get in touch with us at contact@kiwibots.co.nz, include "WARRANTY" in the title and we will respond with a form for you to complete and sort out the replacement.

Where a fault presents outside of this warranty window, please get in touch with us at contact@kiwibots.co.nz, explaining the fault, when it started displaying these issues and your original order number and date, and we will discuss with you replacement options. 

Items that present faults after 12months from purchase date will not be available for replacement.

Shipping Times

We only ship to NZ based orders - for overseas orders please check out vexrobotics.com for resellers near you.

Orders in NZ are shipped tracked via CourierPost and will typically be processed and dispatched within 2 business days. 

Exceptions to this are where your order requires extra processing or has an issue, in which one of our team should be in touch with you to discuss.

You can check the progress of your order at anytime by logging into your account and seeing "My Orders". Orders that have been dispatched will have tracking numbers and links on the order.

Shipping Costs

Shipping and handling costs are calculated based on weight, size and location. We have done our best to minimise the costs of all these to our community, however in some cases it may still be expensive due to the items being large, bulky, or across a number of boxes. 

We are not able to waive the shipping and handling fees, even if items are noted to be collected at the next event/scrimmage by the customer. The only exception to this is where extra large items (such as fields, game kits, full robot kits etc.) aare collected at scrimmages, and in those cases a refund/credit will be generated to remove shipping cost only (handling fee of $5 per order will still be charged).

Contact Us

If you have any other questions, you can reach us at contact@kiwibots.co.nz and someone from our team will endeavour to respond within 1 business day.