Before you Message or Call us:
We have prepared the following FAQ to help answer some of the most common questions we are asked
“WEN SHIP” – We try to ship all orders within 3-7 business days from when the order was placed. Certain items such as those that have batteries installed require “Special handling” and may add a 1-2 day delay to your order.
“I Placed my order X Days ago, I haven’t received Tracking” – We are not Amazon. We do not have a warehouse filled with robots filling orders. we do NOT drop-ship our products or fulfill orders from a shared warehouse. We are small-business operating out of New Jersey, packing and shipping every order by hand. You will receive tracking information by our automated shipping platform as soon as a label is generated. Once a label is generated, it is estimated to be picked up by the carrier the next business day (Monday-Friday there is no scheduled pickup on Saturday or Sunday).
“My Delivery shows delayed by <insert carrier here> I am unhappy with the delivery!” – Sorry you have had this experience. Unfortunately we do not have ANY control over the carriers, however I would suggest contacting their customer service and letting them know about your dissatisfaction.
“Flux Capacitor” – Yes, I know, you want one. So do a lot of people. No, we do not accept special orders for them. No, we cannot provide you a special heads-up from when they restock. We restock every 2-3 weeks. Please join our Discord and register for notifications as we provide advance notice there they day they are to restock.
“CAN COMMANDER” – It will be released for pre-order SOOON. Please be patient as we want to make sure the process is painless and that everything is seamless.
“When Will ____ restock?” – We try to restock every 2-3 weeks. Please join our discord and make sure to register for the “Drop-Notifications” role and PLEASE refrain from asking when something restocks as the same answer will be provided to you.
“Got any more of them ______ Special Edition board?” – No, if it shows out of stock and it was “special edition” it means it will NOT be returning.
“I received a HackRF but the screen is BLANK” – Yes, We know! they come unflashed and need firmware to be installed prior to using it.
“My Package was stolen / package was opened and items were stolen!! I want a refund!!” – We are very sorry this has happened, as we have had to deal with package theft as well. As such we have a process in place to ensure you, the customer are protected against porch-pirates. In order to assist you in getting a refund, we require a police report be filed with your local Police Department. Once a copy of the report is supplied to us, we can then file an insurance claim with our shipping insurance to ensure you are able to receive a full refund or replacement. Failure to provide a police report will nullify the claim and the order will not be eligible for a refund. Filing a chargeback / claim for an unreceived item will be denied and disputed with the bank if proof of delivery has been provided by the carrier.
“I bought something X weeks ago and I don’t want it anymore” – Generally, We do not accept returns due to buyer’s remorse. If you live in a country where returns are “protected by law” such as Germany and parts of the EU, you may elect to send the item back at your expense to us as outlined in the applicable law. Please contact us for an RMA #.
“I’m filing a chargeback!” – We suggest reaching out to us first BEFORE taking such actions. We try to be very easy to work with, and it is in everyone’s best interest to try to settle the issue before getting banks involved. Chargebacks are only meant to be used if a company is not willing to work with you to resolve your concerns. Additionally – Filing a fraudulent chargeback is a crime and it will be reported as such. This includes things like filing “Item not as described” chargebacks / claims before the item has even been attempted delivery yet.
“Can you combine my orders?” – Yes, In most cases we can combine orders if you open a ticket on our discord BEFORE your orders are marked “shipped”. Failure to open a ticket prior to orders being marked “shipped” will disqualify any potential for shipping adjustments or refunds.
“Do you provide Bulk Discounts” – YES! Please contact us before ordering
Toll-Free: (877) 805-1337
E-Mail: support@rabbit-labs.com