Orders, shipping, and tracking

Order lifecycle

Orders move through: pending (created, awaiting payment) → paid → processing (picking; printed-to-order parts are printed here) → shipped → delivered. Cancelled and refunded are terminal states.

Your card is charged when the order is placed. Stock parts ship as soon as they're picked; printed-to-order parts wait on print time, so an order containing them sits in processing longer than an all-stock order. We don't publish a blanket dispatch time — the order's own status is the honest answer, and it updates as the order moves.

Tracking

Account → Orders shows each order's status and items. Guest orders are tracked by the confirmation email — but note that firmware entitlements only attach to signed-in orders, so create an account before buying a drone or kit if you can.

Something's wrong with the delivery

• Missing item: open a ticket from the order (Support → your order card) with the packing-slip line that didn't arrive.
• Wrong item: same path; keep the wrong item boxed until we've replied.
• Damaged in transit: photos of the packaging and part in the first message save a round-trip.

Starting the ticket from your order card attaches the order to it, so we can see what you bought without asking you to retype it.

Anything that ends in sending hardware back needs an RMA number first — see Returns, refunds, and RMA for that process.

Address changes and cancellation

There's no self-service cancel or address change. Open a ticket as soon as you spot the problem: the earlier an order is in its lifecycle the more likely we can still catch it, and once it's handed to the carrier the options narrow to a redirect request or a return.