My Order Arrived Damaged

We're sorry your order arrived damaged. If something in your package was broken, dented, cracked, or crushed during shipping, we're here to help. This article applies to orders purchased directly from Sphero.

Not quite your situation?

• Your package never arrived, or an item is missing: See Missing and Lost Orders.
• Your robot arrived in good condition but stopped working later: See the Sphero Warranty for coverage and eligibility details.
• You purchased from Amazon, a reseller, or another store: Contact that store first. Its return policy applies.

These steps help our team review your request:

• Keep the box and packing materials. Don't discard anything until your case is resolved.
• Take photos. Photograph the outside of the shipping box, the packing materials inside, and each damaged item. Include a photo of the shipping label if possible.
• Check what's affected. Let us know whether the damage affects only the packaging or the product itself. If it's a robot, tell us whether it turns on and charges.

If only the outer shipping box is dented and everything inside is undamaged and working, no action is needed. You can still contact us if you have concerns.

Please report damage within 30 days of delivery. If it's been longer, contact us anyway—we may be able to make an exception.

Reach out as soon as you notice the damage. After 120 days, UPS can no longer investigate a shipment marked as delivered.

1. Fill out our support form.
2. Include your order number, the name of each damaged item, and a brief description of the damage.
3. Attach photos of the damage and packaging.

Our support team will review your request and reply by email with next steps.

Once we've reviewed your photos, we'll help arrange a replacement. If you prefer a refund, let us know in your support request.

If a return is required
Please wait for our return instructions before sending anything back.

1. Review the instructions we email you. For US returns, we'll provide a free prepaid UPS label.
2. Watch for confirmation. We'll send your replacement once the returned item reaches our warehouse, and you'll receive a tracking email when the replacement ships. If you requested a refund, it will go back to your original payment method. See Return Refunds for processing times.

International orders
Customers outside the US are responsible for return shipping costs. Contact us before sending anything back so we can provide instructions.

• School and class pack orders: If several kits in one shipment are damaged, include all affected kits in a single support request, with a description and photos of each.
• Refusing a damaged package: If you refuse delivery, let us know so we can watch for the return. We'll send a replacement once the package arrives back at our warehouse. 
• Damage discovered later: Contact us so we can help determine the next steps. If the issue is a product defect rather than shipping damage, it may be eligible for coverage under the one-year Sphero Warranty. See the warranty for eligibility, terms, and exclusions.