Please select your purchase channel to access the applicable after-sales and technical service terms.
After-Sales Service for Educational Sulutions
| Items | Applicable situations | Timeliness | Solution |
|---|---|---|---|
| Replacement Service | Accessories missing / Product with significant quality issues. | Within 7 days after receipt | Mailto: americas.support@elephantrobotics.com Please provide an unboxing video, a list of items, order number / damage certificate in your email. |
| Normal Customer Support | 1. Issues of installation, program and development. 2. Access to product specifications, technical documents and manuals. 3. Updates operation of software & firmware. | 365 days starting from the date of product delivery | Mailto: americas.support@elephantrobotics.com / Submit form on official website |
| Training and Technical Support | 1-on-1 training session for 1 hour | 365 days starting from the date of product delivery | Mailto: americas.support@elephantrobotics.com Training request will be replied to within 12 hours. |
| Damage and Replacement | Malfunction occurs due to manufacturing defects. Exclusions:Damage resulting from unauthorized disassembly or modification, improper installation or use outside the specified environment. | 365 days starting from the date of product delivery | Mailto: americas.support@elephantrobotics.com Please provide an unboxing video, order number, damage certificate in your email. |
Ater-Sales Service for Professional Robotic Arms
| Items | Applicable situations | Timeliness | Solution |
|---|---|---|---|
| Replacement Service | Accessories missing / Product with significant quality issues. | Within 7 days after receipt | Mailto : americas.support@elephantrobotics.com Please provide an unboxing video, a list of items, order number / damage certificate, order number in your email. |
| Normal Customer Support | 1. Issues of installation, program and development. 2. Access to product specifications, technical documents and manuals. 3. Updates operation of software & firmware. | 365 days starting from the date of product delivery | Mailto : americas.support@elephantrobotics.com / Submit form on official website |
| Training and Technical Support | 1-on-1 training session for 1 hour | 365 days starting from the date of product delivery | Mailto : americas.support@elephantrobotics.com Training request will be replied to within 12 hours. |
| Damage and Replacement | Malfunction occurs due to manufacturing defects. Exclusions: | 365 days starting from the date of product delivery | Mailto : americas.support@elephantrobotics.com Please provide an unboxing video, order number, damage certificate, order number in your email. |
| Spare Parts and Maintenance | The Seller guarantees the availability of spare parts for at least two years after purchase. Preventive maintenance schedules and inspection guidance will be provided upon request. | – | – |
| On-Site Support | On-site technical service may be arranged upon mutual agreement. Travel and accommodation expenses shall be borne by the Buyer unless otherwise stated in the contract. | 365 days starting from the date of product delivery | Mailto : americas.support@elephantrobotics.com |
What To Do To Obtain After-Sales Service
1. For users who purchased through third-party platforms :
● You may still contact our after-sales support team for the following inquiries:Product drawings, specifications, and user manuals
●References for secondary-development projects
●Guidance for application development
When sending an email, please include all relevant information, including the robot name, order source, and the specific support you require.
2 . For warranty-related issues — including returns, exchanges, repairs, and replacement of accessories
— please contact the customer service of the third-party platform where the order was placed. All warranty requests must be submitted to Elephant Robotics through the respective third-party platform.
— please contact the customer service of the third-party platform where the order was placed. All warranty requests must be submitted to Elephant Robotics through the respective third-party platform.