KOIBOT · Legal & Policies

Shipping Policy

Shipping Policy

ROLA products are fulfilled by REON ROBOTICS (HONGKONG) CO., LIMITED and may ship from Hong Kong or the Chinese mainland by insured air freight with freight-forwarder label handling and protective packaging.

KOIBOT is a brand of REON ROBOTICS CO., LTD. (Japan). Customer sales, official order support, fulfillment, customs documentation coordination, and shipping-related customer communications are handled by REON ROBOTICS (HONGKONG) CO., LIMITED, unless a specific order confirmation or written notice states otherwise.

Estimated Delivery Times

  • Hong Kong and Macau: 5-9 business days
  • Japan, Korea, and selected ASEAN countries: 7-12 business days
  • North America, Europe, United Kingdom, Australia, New Zealand, Gulf Middle East, and Israel: 9-15 business days

Delivery Conditions

Delivery estimates begin after order confirmation, product preparation, and dispatch. Actual delivery time may vary due to customs clearance, local carrier handoff, remote-area service, holidays, weather, flight capacity, inspection, or other events outside KOIBOT's control.

Trade Terms, Fees and Import Duties

Unless otherwise agreed in writing, orders ship on a DDU basis (delivered duty unpaid — corresponding to DAP under Incoterms® 2020): insured international air freight to the agreed address is included at the published reference retail price, while import duties, VAT, customs fees, local taxes, brokerage fees, remote-area fees, and clearance requirements are the customer's responsibility.

For single-unit orders, KOIBOT may offer all-inclusive DDP delivery (delivered duty paid), under which import duties, VAT, and customs clearance for the destination are handled by KOIBOT. DDP availability and the final door-to-door quote are confirmed per destination in the written order confirmation.

Receiving and Damage Claims

Because ROLA is a high-value robotic product, someone must be available to receive the shipment. Customers should inspect the outer carton on arrival and record a complete unboxing video before handling or assembly.

If the package appears damaged, do not discard the carton, packaging material, shipping label, or accessories. Contact KOIBOT within 7 calendar days of delivery.

Questions about this policy? Contact info@koibot.net — we aim to respond within 2 business days. See also our Support page.