Context

After placing an order on the StereoLabs store, your order may stay in the "processing" state longer than expected, without a shipment confirmation email or a tracking number. This article explains the most common reasons for shipping delays, what to expect, and how to contact us about your order.

Answer

ZED Box Orin production backlog

If your order includes a ZED Box Orin, please note that a shortage of some electronic components temporarily stopped its production. The shortage has been resolved and production has restarted; units are now assembled and shipped following the order in which they were received.

Our team is working to clear the backlog as quickly as possible. If your order contains other products together with a ZED Box Orin, the whole order normally ships in a single parcel when all the items are available.

High order volume

For other products, a delay can occasionally be caused by an unexpected increase in order volume. In this case, your order is processed as soon as possible, following the order in which it was received.

What to expect

• No action is required on your side. When your parcel ships, you automatically receive a shipment confirmation email with the tracking number. Please also check your spam or junk folder.

• To receive an estimated lead time for your order, send an email to orders@stereolabs.com including your order number.

Cancelling an order

If you prefer to cancel your order because of the delay, send an email to orders@stereolabs.com including your order number and your cancellation request. Our team cancels the order and issues a full refund; no further action is required on your side. The refund normally appears on your account within a few business days, depending on your bank or payment provider.

For any other question about our products, please visit the StereoLabs website.