Frequently Asked Questions

Shipping + Delivery

Where do you ship?

We ship worldwide! 

Sometimes, due to shipping restrictions, an item may not be available to ship to your address. You will be notified during the checkout process if an item you ordered isn't available to ship to your address.

What shipping methods do you use?

The majority of our orders ship via UPS or USPS, with some exceptions. When you checkout, you will have the option of choosing the delivery speed that works best for you.

We offer Next Day, 2-Day, 3-Day, and Ground shipping.

Our warehouse ships Monday - Thursday. Orders placed after after 12pm CST will ship the following business day.

Did my order ship?

As soon as your order has shipped, we'll send you an email with tracking information. If you have not received a shipping confirmation email within 48 business hours of placing your order, please email support@sphero.com.

Preorder and Backorder Items: If your order contains a preorder or backordered item, your entire order will ship together when all items are available. We will not ship your items separately.

Will my shipment be delayed due to COVID-19?

We are not experiencing any processing delays at our warehouse. However, all carriers are experiencing shipping delays across the country. For more information, visit USPS and UPS's websites.

Where is your warehouse?

Our warehouse is located outside of Dallas, Texas and our team ships Monday - Thursday.

Only part of my order was delivered. What should I do?

Depending on the size of your order, your order may arrive in multiple boxes. The tracking number you received in your shipping confirmation email is a master tracking number. When you track your order using the master tracking number, you can view the tracking numbers of all boxes included in your shipment.

What happens if my tracking shows as delivered, but I haven't received my package.

While we work with reliable carriers, there are sometimes glitches or errors on the carrier's end. We recommend using your tracking information to check with your postal carrier for packages marked as "delivered" that did not show up.

Shipping to US Military Addresses (APO/FPO)

We do ship to US military addresses. If your order is shipping to an APO or FPO address, you should shop as if shipping to an address within the US.

Declarations of Conformity

You can download the Declarations of Conformity for all our products here.

School + Tax-Exempt Purchases

How do I create an online account?

Click on My account in the upper right-hand corner of sphero.com, press Create your account, and follow the guided account setup process.

If you are a tax-exempt organization, you will have the opportunity to select your school from a menu or upload a copy of your tax exempt certificate to register your account as tax exempt. 

By creating an account, you will be able to track your order history, make changes to your customer profile, and view your tax exempt status.

Note - this account is separate from your Sphero Edu and Classroom accounts.

How do I place a tax exempt order using a credit card?

You will first need to setup an online account - please use the steps shown above to complete this process.

As part of the account setup process, you will have the opportunity to select your school or organization from a drop-down menu. If your school/organization is shown in the drop-down menu, your account will be set up as a tax exempt account (if eligible).

If your school/organization isn't listed in the drop-down menu, you will have the opportunity to upload a copy of your tax exempt certificate. Once your tax exempt certificate is uploaded, our team will review your account and register your account as tax exempt. Within 24 hours* of uploading your certificate, you should see your profile reflect the change. 

If you already have an online account, you can check your tax exempt status by clicking My Profile under My Account. If you would like to covert your account to a tax-exempt account, please email a copy of your tax exempt certificate to taxexempt@sphero.com.

*Our team reviews tax exempt requests Monday - Thursday

How do I place an order with a Purchase Order (PO)?

Email Submission

To submit your Purchase Order via email, please send the following to orders@sphero.com:

  1. A PDF of your Purchase Order
  2. A PDF of your quote (or reference your Quote ID). If you did not obtain a quote prior to submitting your PO, that's okay! Just let our team know that you don't have a corresponding quote.
  3. Your tax exempt certificate (or tax ID and details) for the shipping address
  4. An email contact for your AP department (Where should we send your invoice?)

Online Submission

If you used our online quoting tool, you received an email with a PDF copy of your quote and a link for completing your purchase. If you did not receive this email, please contact support@sphero.com.

  1. Click on the URL link under "Completing Your Purchase." You can find this link by opening up the PDF quote you received via email
  2. Enter your shipping information and press "Continue"
  3. Select "Purchase Order" as your payment method and click "Complete Order"
  4. You will receive an additional email from support@sphero.com
  5. Click the "here" hyperlink in the email
  6. Complete the requested fields, upload the requested documents, and click "Submit"
I already placed an order online, but my organization is tax-exempt. Can you refund the tax?

Please contact support@sphero.com. Please include your order number and a copy of your tax exempt certificate.

How do I request a quote?

Requesting a Quote Online

  1. Head on over to www.sphero.com
  2. Add the items you wish to purchase to the shopping cart. Don't forget to add a warranty for your products!
  3. Once all items are added, click on the shopping cart image in the upper right hand corner of your screen
  4. Below the list of items in your cart, click the "Educators, Get a Quote" button
  5. Enter your Country, State/Province, and Zip Code. Click the "Estimate Shipping" button
  6. Choose your preferred shipping option from the drop-down menu
  7. Enter your email and click "Create quote"
  8. Your customized quote will be emailed to you! Included in the email are next steps on placing an order with a PO
  9. Please note, quotes expire after 30 days of creation

Talk with a Rep

If you have questions about the best products for your classroom, and would like to talk to one of our Edu experts prior to requesting a quote, please reach out to edusalesteam@sphero.com. A member of our team will work with you to customize the best package for your classroom needs.

I need a copy of Sphero's W-9

Please click the link below for a copy of Sphero's W-9. This document is valid for both Sphero and littleBits products.

Sphero W-9

I need a copy of Sphero's Sole Source Letter?

Below is the Sole Source Letter for the Sphero Class Pack. Sphero is unable to provide a Sole Source Letter for any of our other products as we are not the sole provider.

Sphero Class Pack Sole Source

Sphero is the sole manufacturer of Sphero and littleBits products.

Sphero Sole Manufacturer Letter

Do you have a New Jersey Business Certificate?

For a copy of our New Jersey Business Registration Certificate, please click the below.

NJ Business Registration Certificate

International Shipping

How is shipping calculated?

International shipping is calculated based on a number of factors, including the desired shipping speed, the number of items you are purchasing, the weight of the items, and the destination country. International shipping will be calculated in the cart.

How much duties and taxes are charged?

The shipping fee calculated during the checkout process does not include duties and taxes. The customer is responsible for any duties and taxes associated with the import of your shipment into the destination country.

Duty (or customs tariffs) is set by the destination country customs authorities and is determined based on a combination of the country of origin (manufacturing) of the goods being purchased and the classification of that merchandise in accordance with a harmonized system adopted and used by the countries we ship tp. Value Added Tax (VAT) rates are set by the destination country.

We have a tool on our website that helps estimate the duties and taxes you will have to pay upon delivery. If you click the circle flag on the bottom right-hand corner of the website, and select your country, you can see estimated duties and taxes on each product page. This is an estimate - we cannot guarantee this amount.

Order Changes

Can I change my order after it's been placed?

We do everything we can to ship your order quickly, and unfortunately, cannot make updates after the order has been placed. If you ordered something by mistake, we can assist you in setting up a return. Please email support@sphero.com to start the return process.

Can I add something to my order after it's been placed?

Our team does not have access to your credit card information, so we are unable to add anything to your order once it's been placed.

Can I cancel my order?

If your order has already been packaged for shipment, we are unable to cancel your order. If you no longer need your order, we can assist you in setting up a return. Please email support@sphero.com to start the return process.

Can I change the delivery address or shipping speed?

We do everything we can to ship your order quickly, and unfortunately, cannot make updates to an address or shipping method after the order has been placed.

Returns + Exchanges

How do I initiate a return or exchange?

Please email support@sphero.com to initiate a return. Please include your order number.

What is your return policy?

We love our products and we hope that you love them, too. If for any reason you don’t love your product, or it wasn’t what you expected, please reach out to us at support@sphero.com within 30 days of the day you received your item to initiate a return, within the following parameters:

  • Products must be purchased directly from Sphero; 
  • Products must be returned in their original packaging;
  • You assume the risk of loss or damage during return shipping;
  • Virtual Goods (ie. FUNdamentals training, warranties) are not returnable or refundable; 
  • US customers will receive a pre-paid return shipping label;
  • International customers are responsible for the cost of the return shipment; and 
  • Original shipping costs will not be refunded.

Products purchased from a third party reseller must be returned to that reseller according to the store’s return policy. Please contact the original seller for assistance with your return.

*If you want to read the fine print, check out our official Return Policy here.

How do I mail my return?

When you contact support@sphero.com to initiate a return, a team member will provide you with instructions for mailing your return.

Please note orders must be returned within 30 days of the delivery date. 

I sent in my return. When do I get my money back?

Once your return is received at our warehouse, a refund will be issued within 72 business hours. Depending on your bank, it may take 2-7 business days for the funds to appear in your account.

Will you refund my shipping fee when an order is returned?

Original shipping charges are not refunded when the order has been returned.

Warranties

What warranty comes with my purchase?

Sphero stands by our products and we warrant that our products will be free of defects in materials and workmanship under normal use for one (1) year from the date of original purchase. The Sphero warranty applies only to the original purchaser who buys a new product directly from Sphero or from an authorized reseller (ie. Amazon sold by Sphero, Inc., Target, Best Buy, Apple).

Products purchased at an authorized reseller that fall within the store’s return/exchange window must be exchanged through the original retailer. Products purchased by unauthorized resellers are not covered by any warranty.

To initiate a warranty claim, you must contact us within one year of purchase - please email support@sphero.com. Sphero will also require you to provide proof of purchase before receiving warranty service.

This warranty does not apply to: (a) consumable parts, such as batteries, or protective coatings designed to diminish over time unless failure has occurred due to a defect in materials or workmanship; (b) damage caused by use with non-Sphero products; (c) damage caused by accidents, misuse, abuse, neglect, misapplication, fire, water, lightning or other acts of nature; incorrect electrical line voltage, fluctuations or surges; damage caused by improper installation; product alteration or modification; improper or unauthorized repair; exterior finish or cosmetic damage; (d) damage caused by operating Sphero outside the intended uses described by Sphero; (e) defects caused by normal wear and tear or otherwise due to the normal aging of the Sphero product.

*If you want to read the fine print, check out our official Warranty Policy here.

SpheroCare - Extended Warranties

SpheroCare allows you to extend your warranty up to three years, and also provides coverage for accidental damage. Learn more about SpheroCare here.

Do you have a trade-in program for old robots?

Yes! If you have an old Sphero robot, you can trade in your robot as part of our BOLT Upgrade Program. To learn more about the trade-in program, please click here.

*The BOLT Upgrade Program is currently on Summer Break. Check back in the fall!

Are your products on Amazon authentic?

The Sphero products sold through Amazon are authentic products. While there are multiple sellers of Sphero products on Amazon, only products sold through our Sphero Amazon shop are verified Sphero products. If the item is sold by Sphero or Amazon and ships from Amazon, this is a verified product. Sphero products purchased from other sellers are not verified and are not covered by Sphero's warranty.

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Product Support

I need help with a product I own

Check out our Product Support Site for product questions and troubleshooting help.

I need help setting up Sphero Edu for my classroom

We have several great classroom management tools - learn about each of them here. Prior to creating classes, we recommend viewing the available options to determine which is best for your classroom.

I own a littleBits Avengers Hero and/or Droid Inventor Kit

Sphero no longer produces or supports these products and we are unable to offer any assistance for these kits - we apologize for the inconvenience.

Contact Us

How do I get in touch with your customer support team?

Please email support@sphero.com.

Our team is available to help Monday - Thursday 8am - 5pm Mountain Time.

Our team is small, but mighty. In order to help as many customers as possible, we don't have phone support.

How do I get in touch with someone from your sales team?
Do you offer virtual and/or in-person trainings?

Yes - we have several Professional Development offerings. You can contact our training team by emailing training@sphero.com.