Frequently Asked Questions

A few of the most commonly asked questions; If you cannot find the information you are looking for please feel free to contact us.
 

General Questions:

Do you have a physical store I can visit?

 

No, but we do offer free local pickup / curbside pickup at our Nanaimo warehouse.

Do you offer product support?

 

Yes, if you have a question about a product please email us at support@bc-robotics.com or post the question on the product page.

Please Note: We do not offer telephone support. When diagnosing a problem we will typically send links to tutorials, videos, datasheets, photos, or other instructions that are not transmittable over telephone. When contacting support please include as much information as possible. If the part is defective please include photos of the part in question.

Do you do repairs?

 

No, we do not offer any form of repairs, diagnostics, troubleshooting, or consulting. We are strictly a parts supplier.

Can you tell me what part I need to replace in my broken such-and-such?

 

Consumer electronics are complicated and while it is true, some devices are easily fixed, we cannot tell you what is wrong with your broken device. We recommend researching it through Google, product support groups, etc.

Do you offer design services?

 

No, we do not offer any form of consulting or design services. We are strictly a parts supplier.

Do I need an account to place an order?

 

No, an account is not required to place an order. However, we do require a Name, Telephone Number, Email Address, and Shipping Address to process the purchase.

Can I place an order over the phone?

 

All orders are placed online through our secure online checkout system. If you are unfamiliar with the process, we have a tutorial showing you the steps!

If you are still having trouble placing your order, feel free to get in touch: Email: sales@bc-robotics.com or Tel. 250-591-1540

Can I modify an existing order?

 

There is no guarantee that changes can be made to an order once it is placed but we will do our best to accommodate the situation. We ask that an email be sent immediately with the order number in the attention line to sales@bc-robotics.com .

I do not see what I am looking for, can I make a special request?

 

In many cases, Yes! Please contact sales@bc-robotics.com and let us know what you are looking for.

Do you offer any educational discounts?

 

Yes we do offer discounts to educational institutions! Please contact edu@bc-robotics.com for more information.

Billing & Payment Questions

Are your prices listed in Canadian Dollars?

 

Yes, all prices are listed in Canadian dollars. Canadian customers will be charged applicable taxes at the checkout.

What payment methods do you accept?

 

At this time we accept all major Credit Cards, Visa Debit, Debit Mastercard, PayPal, and Interac E-Transfers through our online store. Some payment methods are not available in all countries. Please visit our Terms Page for more information on the availability of payment methods for your country.

Can I use a Purchase Order?

 

Yes we do accept purchase orders from approved Net30 customers in Canada. For more information please contact sales@bc-robotics.com

Why was my credit card declined?

 

The most common reason for credit cards being declined is the billing address does not match what was provided to the bank. Other causes for the transaction to be declined by the bank can be the lack of funds. If this problems continues, you can try checking out with another form of payment or contact your credit card company.

Shipping Questions

When will my order ship?

 

We pride ourselves on shipping as quickly as possible. Canada Post orders placed before 3:00 PM Pacific Time will ship out the same day. For more information please feel free to contact us .

Do you ship to my country?

 

We ship to just about anywhere! If you are located outside of North America please contact us in advance as there may be restrictions as to what products can be exported to your country under Canadian Law. More information on our shipping policy can be found on the Terms Page.

Can you ship on my account?

 

Please contact us prior to placing your order.

What happens if my package is lost or damaged?

 

If a package arrives damaged please photograph it immediately and check the contents. If any components appear to be damaged please email support@bc-robotics.com right away and include the photos.

Please Note: Not all shipping methods are insured. Light packet shipping does not include shipping or insurance and is used at the sole discretion of the buyer. BC Robotics will not be held responsible for lost or damage packages using this shipping method. For more information please read our Terms of Service.

In Store Pickup Questions

How long does it take for an order to be ready for pickup?

 

As soon as an order is ready for pickup an email is sent out to let you know. Orders are typically ready within an hour; However, we do not process orders outside of our business hours. All orders placed over a weekend or holiday start processing at 10AM the next business day.

What information is required to pick up an order?

 

We require your BC Robotics Order Number aka “Invoice Number” – this is the only way to retrieve an order. The invoice number / order number can be found in your order confirmation, email pickup notification, or the top right corner of a printed invoice .

Can someone else pickup my order for me?

 

Absolutely, just provide them with the invoice number.