Order Issues Policy
RoboPaw – Order Issues Policy
Last Updated: February 20, 2026
At RoboPaw, we aim to ensure that every order is delivered accurately and in good condition. This Policy outlines how we handle delivery-related issues, including delays, missing items, incorrect products, and damaged shipments.
By placing an order, you agree to follow the procedures described below.
For assistance, contact:
RoboPaw Support
robopaw.shop@gmail.com
1. Reporting Timeframes
To ensure proper investigation, issues must be reported within the following timeframes:
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Damaged items: within 48 hours of delivery
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Missing items: within 48 hours of delivery
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Incorrect items: within 48 hours of delivery
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Delivered but not received: within 48 hours
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Tracking not updating: after 7 days without updates
Late reports may limit our ability to process claims.
2. Required Information
To review any claim, customers must provide:
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Order number
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Full name
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Description of the issue
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Photos of product
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Photos of packaging
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Shipping label image
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Unboxing video (if available)
Incomplete submissions may result in delays or denial.
3. Damaged Items
If your package arrives damaged:
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Take photos before opening
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Take photos of the product
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Keep all packaging materials
Report within 48 hours.
Minor cosmetic imperfections that do not affect function are not considered defects.
If approved, RoboPaw may offer:
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Replacement
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Partial refund
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Store credit
4. Missing Items
If an item is missing:
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Check if your order was shipped in multiple packages
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Inspect all packaging materials
If still missing, report within 48 hours with photos.
RoboPaw may verify:
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Shipment weight
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Packing records
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Fulfillment logs
5. Incorrect Items
If you received the wrong item:
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Do not use the product
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Take photos
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Contact support within 48 hours
Unauthorized disposal may void eligibility.
6. Delivered but Not Received
If tracking shows “Delivered”:
Customers must:
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Check surroundings
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Contact neighbors
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Contact the carrier
If not located, notify RoboPaw within 48 hours.
RoboPaw is not responsible for theft after delivery but may assist in investigation.
If signature confirmation exists, delivery is considered complete.
7. Lost in Transit
If tracking stops updating:
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Domestic: after 7 days
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International: after 10 days
We will initiate a carrier investigation.
Refunds or replacements are issued only after carrier confirmation.
8. Address Issues
Customers are responsible for correct shipping details.
Incorrect addresses may result in:
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Failed delivery
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Return to sender
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Additional fees
RoboPaw is not responsible for losses due to incorrect addresses.
9. Refused or Unclaimed Orders
Orders may be returned due to:
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Refusal
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Failure to claim
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Unpaid customs
Refunds (if applicable) are issued only after return is confirmed.
Shipping costs are non-refundable.
10. Fraud & Abuse Protection
RoboPaw reserves the right to deny claims involving:
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Repeated “not received” reports
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Inconsistent evidence
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Manipulated images
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Item switching
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Suspicious behavior
We may use:
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Tracking data
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Delivery confirmation
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IP logs
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Fulfillment records
Fraudulent activity may result in account restrictions.
11. Resolution
After review, RoboPaw may provide:
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Replacement
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Partial refund
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Full refund
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Store credit
