FAQ

If you have any questions,please email us
You can reach us at stridepower@nanrobot.com or stridepower@gmail.com


GENERAL

WHAT ARE YOUR BUSINESS HOURS?

Our office is open Monday to Friday Pacific time:18:30--03:00.
If you call during this time and there is no answer, please leave a message and we’ll get back to you as soon as we can. Because of the time difference e-mail would be the easiest way to get a hold of us.

SHIPPING

WHERE DO YOU SHIP TO?

We ship to US EU and Korea. If you are having trouble for some reason placing an order, please send us an email at stridepower@nanrobot.com and we will do our best to figure out how to place the order for you.

HOW LONG WILL IT TAKE FOR MY PACKAGE TO ARRIVE?

We try our best to process your order within a 24-hour working day period, once your order is placed, you will receive an order confirmation e-mail. Your order will be shipped within 48 hours from placing your order. As soon as your order is shipped, you will receive a shipping confirmation and detailed tracking information by e-mail. Orders from US or EU should arrive within 7-15 days after the order is shipped. Korea orders should arrive within 3-5 days after the order is shipped but occasionally may be held up in customs. Please contact us at stridepower@nanrobot.com for any additional shipping questions.

HOW DO I MAKE A RETURN?

To process a return, please follow these two simple steps:
E-mail us at stridepower@nanrobot.com with your 1) order number, 2) item to return/exchange, and 3) the reason you would like to return. The more comments and feedback provided, the better we can help service you.
Send us the return item to:

NOTE: All items should be in the same condition as when you received them. We are happy to provide returns for international orders. However, we do not normally cover return shipping. We also recommend using a trackable shipping service to ensure that we will receive your returned item.

We will process all refunds upon receipt and inspection of your returned merchandise. We will notify you via e-mail of the approval or rejection of your refund. If approved, we process your refund within approximately 48 hours and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

HOW LONG DOES IT TAKE FOR ME TO GET A REFUND?

Refunds for returned products will be made as soon as possible, after we receive the returned products. Upon receipt and inspection of your returned merchandise, we will notify you via e-mail and process your refund within approximately 48 hours. Please allow for 10 business days
to see returns reflected on your credit card statement. If you have any questions, feel free to email us. Please note that shipping fee will no be reimbursed on return orders. The shipping fee are paid to our courier service, we do not get a refund for the shipping fee when you return your purchases. *Does not apply on free shipping orders.
If you haven't received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at stridepower@nanrobot.com