3DRobotics temporarily stops shipments outside of US and Canada

by Pierre Gibouin

DIYDrones.com

May 10, 2014

Hi,

I have received the following email from 3DRobotics last night, my Iris quadocopter was already in France, at Fedex office for a delivery at home on monday. 3DRobotics say they cancel my order and will refund me, rhis mean they will ask Fedex to send back to product to the US, why such a decision for all customers ? Why cancelling a shipement when the parcel is nearly at your home ?

Here is the email I have received from 3DR

************************************************************************************************

Thanks for your order with 3DR. We're writing to let you know that, due to a temporary change in our shipping policies, we're unable to ship orders outside of the US and Canada. We'll be cancelling and refunding your order immediately. We're very sorry for the inconvenience, and we'll let you know when we can resume shipments to your country.

If you have any questions or would like to make modifications to your order, write to us at help@3drobotics.com or call our support line at +1 (858) 225-1414, Monday through Friday, 8 am to 5 pm PST.

Sincerely,

The 3DR Team
************************************************** *******************

5:28am

by Chris Anderson [ http://diydrones.com/forum/topic/listForContributor?user=zlitezlite ]

May 10, 2014

Sounds like a mixup. I'll have the team look into that order and address ASAP.

12:52pm

by Vu Tran [ http://diydrones.com/forum/topic/listForContributor?user=04zdp6zf5h0gn ]

May 11, 2014

Pierre,
The email you received is a mix up. You will be receiving your order. This notification email is only for customers who have orders that have not shipped yet. We currently have a temporary halt on export orders. We expect to have this issue resolved very soon. We will update the forum when we have resolution. We apologize for the inconvenience. Please stay tuned.

If you currently have a need for parts or want to order any of our products, please email us help@3drobotics.com for a list of distributors.

2:41pm

by Pierre Gibouin

May 12, 2014

Thanks very much Chris and "VuT_3DR" from 3DR for your replies and thanks very much also to all the members who helped me to understand what's going on with my order at 3DR.

I have received the two parcels containing the Iris and the case this morning from Fedex without any problems. I'm glad to know you didn't asked to send back the parcels to the US.

The mistake come from I received the email about cancelling orders last friday, after the products have been sent to me with Fedex. I hope you (3DR) will fix the problem of exports outside US very soon as it seems not to be from your side.

2:37am

by LeCheers [ http://diydrones.com/forum/topic/listForContributor?user=15coo213j7puz ]

May 12, 2014

I tried to make an order on Friday, it was refused. I contacted support, they suggested they would have an answer by the close of business. I didn't receive anything. All I am asking is some kind of communication, any kind of communication. I don't want to buy from someone else but the lack of communication is worrying.

Any updates?

4:39pm

by Vu Tran

May 12, 2014

It is indeed not a permanent ban. We are working to have this setback addressed as soon as possible. Fear not, we are still in the game. We will update you all as new information comes in.

4:56pm

by Vu Tran

May 12, 2014

Hi everyone, please let me introduce myself. My name is Vu Tran, I am the Director of Support here at 3DR. We appreciate your patience while we work through some complex export control issues that affect the US flight controller industry. We have reduced our international shipping in an abundance of caution while we work with the relevant authorities and hope to fully resume international shipping soon. We will let you know as soon as we have more information that we can share on this.

10:44pm

by Vu Tran

May 14, 2014

At this time, we do not have any updates on when we will resume international shipments. Any dates we have would be pure speculation. What I can promise is that I will update the forum weekly, say every Wednesday, until the ban is lifted.

4:59am

by Albert Pienaar [ http://diydrones.com/forum/topic/listForContributor?user=1il4rvy5414x9 ]

May 15, 2014

Dear 3DR
Please make a statement.

2:34pm

by Vu Tran

May 15, 2014

Hi Albert, please let me introduce myself. My name is Vu Tran, I am the Director of Support here at 3DR. We appreciate your patience while we work through some complex export control issues that affect the US flight controller industry. We have reduced our international shipping in an abundance of caution while we work with the relevant authorities and hope to fully resume international shipping soon. We will let you know as soon as we have more information that we can share on this.

2:38pm

by Georgie xu [ http://diydrones.com/forum/topic/listForContributor?user=3hkn1m13x7lbh ]

May 31, 2014

I thought 3DR was supposed to have an official statement by now.

7:20pm

by Vu Tran

May 31, 2014

Hi Georgie, I'm sorry but we're still working with the legal team. We've made great progress but the ban is still in effect.

9:15pm