Frequently Asked Questions (FAQ)
Questions about shipping
How long does my order take?
retroboter is a one-man operation. Processing orders (packing the order and handing it over to the shipping service provider) can therefore take between 1 and 4 days.
retroboter only ships with DHL. According to DHL, delivery times within Germany are "usually the next day". In our experience, shipments within Germany arrive in 1-3 days.
International shipping can of course take a little longer and it depends on where the shipment is going. An important factor is the customs in the respective destination country. This can hold up shipments for up to 40 days - but this is very rare.
In general, international orders are sent PREMIUM class. This means that DHL chooses the fastest shipping method and also offers shipment tracking.
How is the order shipped?
All orders are shipped with tracking.
Shipping within Germany
- DHL Warenpost Domestic
- DHL Parcel Domestic
Worldwide shipping
- DHL Warenpost International PREMIUM
- DHL Parcel International PREMIUM
Where is it shipped to?
Worldwide.
My order didn't arrive!!!!!
No panic.
Check your shipment tracking information. You have received a tracking number via email.
Shipping destination: Germany/EU
- Is your shipment perhaps with your neighbor or at a parcel shop?
- Sometimes the postal/parcel carriers forget to leave a message.
Shipping destination: Worldwide
- Is your shipment perhaps at customs?
- Is your shipment perhaps with your neighbor or at a parcel shop?
- Sometimes the postal/parcel carriers forget to leave a message.
If you have ordered from abroad, also check your local shipping service provider. Shipment tracking also works with local service providers. Important to know: DHL usually hands over the shipment to shipping companies in the destination country (e.g. USPS in the USA, La Poste in France, etc.).
Feel free to write us a message. We will be happy to help and investigate the case.
If a shipment is lost, we may need to submit an investigation request together . The best thing to do is to inform your local postal service provider.
Questions about issues and returns
I've changed my mind! I want to return the stands!
No problem.
We comply with European law, including your right of withdrawal.
Please pack everything exactly as you received it and send everything back.
You must cover the return costs.
After I have received and inspected the goods, I will arrange a refund of the full purchase price including shipping costs for the order.
Please understand: If you have damaged the stands, removed the foil completely, or done anything else that prevents resale - I can and will retain part or all of the purchase price.
If damage occurs due to manufacturing defects, I will bear the full costs - no problem.
I thought I was buying a console!
No problem.
Please pack everything exactly as you received it and send everything back.
You must cover the return costs.
After I have received and inspected the goods, I will arrange a refund of the full purchase price including shipping costs for the order.
Please understand: If you have damaged the stands, removed the foil completely, or done anything else that prevents resale - I can and will retain part or all of the purchase price.
If damage occurs due to manufacturing defects, I will bear the full costs - no problem.
The stand broke during assembly!!!
Have you read the instructions?
The stand parts are held together by a so-called "press fit". To ensure that the parts fit well and do not fall apart (as with retroboters competitors), very precise tolerances must be maintained. We are talking about a range of 0.05 to 0.1 mm.
The film must be removed before installation!
Due to production reasons, the fit may also be slightly different (it makes a difference which side of the base plate is used as the "top side").
Always assemble the parts carefully and AFTER READ THE INSTRUCTIONS.
Acrylic glass is brittle - just like normal glass.
Write a message and add pictures.
I'll be happy to help.
The display is not crystal clear at all!!! FRAUD!
No. That's wrong. Or: RTFM! (abbreviation for READ THE FUCKING MANUAL!).
ALL parts have a protective film on both sides. This is stated in the offer, the instructions, the status email, and now also on some displays.
The instructions are there to be read. Please read them.
I followed the instructions and the stand still broke during assembly!
Don't panic. Write me a message and attach a few pictures. I'll be happy to help.
Questions about displays
Where are the instructions?
Oops, my mistake. Normally, every order comes with instructions. I don't rule out making mistakes from time to time. Write me a message and I'll send them to you digitally.
I can't find the stand - can you make this stand?
Yes.
Basically, retroboter wants to offer stands and display stands for ALL systems.
You know yourself, retro consoles and some systems are hard to get.
retroboter already offers stands for ALL well-known systems.
You have to weigh things up: Is it really worth it? Unfortunately, we cannot offer stands for extreme special cases, niches and third-party devices (e.g. various light guns).
Why?
The purchase costs are sometimes very high, then a display has to be developed and of course a small series has to be produced. Unfortunately, storage space is also limited.
In order to cover costs for such individual or niche production, the display would have to be very expensive. Retroboter does not want that.
retroboter is currently considering crowdfunding campaigns because, beyond economic viability, it is important to retroboter to offer added value to the community.
I have this handmade super modded controller. Can you build me a custom stand for it?
No.
retroboter has had very bad experiences with this. People have sent in devices so that measurements could be taken and then never got back to us. So retroboter has been left with the costs and some hardware. That's not nice and that's why we're ruling out custom-made products and special orders for private customers, at least for the time being.
One display is sold out!!!
Don't panic.
Write a message to the robot. The display will then be reproduced with priority.
You said the display will be released on date "X"!
retroboter is a one-man design studio that runs on the side, in my free time. That means: "It's done when it's done". Normal life sometimes takes a little more time, which can delay prototyping and design. I therefore ask for your understanding.