![](\"https://attachments.gorgias.help/8X1Bk7d93ekxKgRm/hc/ldzOw7JkoKxoL59m/2024091718-e4a335f1-42ec-400d-b31a-9359085577ca-img_9637.jpg\")
![](\"https://attachments.gorgias.help/8X1Bk7d93ekxKgRm/hc/ldzOw7JkoKxoL59m/2024091718-816158cc-7b0c-4925-8269-a149ebdee025-clock%20pin.jpg\")
If you are not 100% satisfied with your purchase for any reason, just contact us or visit our Returns page and we’ll be happy to provide a FREE pre-paid return label for any order shipped within the United States. Return your order to us within 90 days and we’ll process a full refund back to the original payment method.
In the rare case that you receive an item that is damaged or defective, or we made an error processing your order, please contact us right away. We will make it right! If it is past 90 days and the product is in its original condition, we will only be able to offer store credit. Customers will be responsible for shipping costs for orders past 90 days.
"},"name":"What’s your return policy?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"We ship worldwide, including to Canada, Latin America, the UK, Europe, Australia, Singapore, and many more.
"},"name":"Do you ship worldwide?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"In some cases, we may be able to add/remove items and update your shipping address or contact information if we have not yet fulfilled your order. Please contact our customer service team immediately after placing your order at support@birchrobot.com.
"},"name":"Can I edit or add anything to my order?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"Click here to view clock instructions.
"},"name":"Can I see your clock instructions?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"We are not currently offering custom designs. However, if you are interested in a bulk/wholesale custom order, please contact us for more information.
"},"name":"Do you do custom clocks?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"A low battery is usually the cause of most of the issues with a Birch Robot clock not working. We recommend trying a new battery before trying the following suggestion.
If your clock hands are not moving, there's a good chance the brass pin on the minute hand is pushed in too deep, which would prevent the clock hands from spinning correctly. If you look closely, you should notice the brass pin spinning clockwise with every second. However, if you do not see it spinning, try wiggling or gently pulling the brass pin out a tiny bit.
Photos of the brass pin
Yes, we offer exchanges within 90 days of purchase. Items must be returned in their original condition to be eligible for an exchange. Contact us at support@birchrobot.com or visit our Returns page to start the exchange process.
"},"name":"Do you offer exchanges?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"We generally process and ship all orders within 1 to 2 business days.
"},"name":"When will my order ship?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"We make our clocks in Riverside, California with U.S. and global parts
"},"name":"Where are your clocks made?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"Once your item ships, it generally takes anywhere from 2 to 5 business days within the United States.
For international orders, expect a shipping time of 2 to 5 business days.
Shipping fees, if applicable, will be calculated and displayed at checkout. Please note that delivery times may vary depending on your location and the time of year.
For additional questions about our shipping policy, please contact us at support@birchrobot.com
"},"name":"How long will it take for my order to arrive?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"No, our clocks are silent.
"},"name":"Do Birch Robot clocks make any ticking sound?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":""},"name":"Shaky Pendulum Movement"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"Click here to start a return or exchange.
Your order will ship from our workshop in Riverside, California.
"},"name":"Where does Birch Robot ship from?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"Our clocks are made from Baltic birch plywood that is ethically sourced and printed with water based ink that is non-toxic.
"},"name":"What are Birch Robot Clocks and Accessories made from?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"At Birch Robot, we strive to ensure every order reaches you in perfect condition. In the event that your order is lost during transit, please reach out to our customer support team at support@birchrobot.com with your order number and any relevant details.
We understand the disappointment of receiving a damaged package. In such instances, please report to our customer support team at support@birchrobot.com and include photos of the damaged items or package.
We will review the provided documentation and, if necessary, arrange for a replacement or issue a refund.
"},"name":"What if my package gets lost or arrives damaged?"},{"@type":"Question","acceptedAnswer":{"@type":"Answer","text":"Birch Robot clocks are assembled and tested in our workshop and require minimal assembly before hanging, including attaching the pendulum. Some clocks, like Hunter the Fox, for example, have removable ears that can be easily attached in seconds.
"},"name":"Is there any assembly required?"}]}
