Support

FOR MORE INFORMATION, Please visit our FAQ page

When will the pre-ordered product be shipped?

We will do our best produce and deliver your order(s) as soon as it is produced and arrived in our warehouse.  This pre-order item will be available to ship on approximately between October to November 2021.  Estimated ship date subject to change, items may ship earlier or later than anticipated without notice.

How to insure that the robot will function properly.

Please make sure to fully charge up your robot when you first received it or that the robot has ample power and sufficiently charge up in order to move it joints and perform action sequences.

Are you planning on selling it in other countries outside of US and can I have it delivered to countries outside of US?

Updated - we are now looking into making it available for pre-order or sales in other countries.

Is this product the same as the one sold on Hasbropulse.com?

This is exactly the same product.  We are the manufacturer and seller of the product.

Why is your product priced at $799 and different from Hasbro pulse.

The actual price is $799.  Hasbro price for limited quantity and was specially priced for their fan fest event.  We however believe that the price of the product is well below the value of this limited production of the product.  We believe this is already a fair price and lowest that we can offer at this time so that we can continue producing this and future collectible quality robots. Please keep in mind that you are purchasing not just a toy, but a rare collectible World's first advanced 19 inches tall, auto-converting, programmable, voice-activated, mobile controlled TRANSFORMERS Optimus Prime licensed by Hasbro with the one and only Peter Cullen's voice. 

Why do we see photos or videos of Optimus Prime with the red flap behind his head on some photos and videos and not on some?

The red flap can be removed manually.  The removal of the flap does not affect the operations of the robot during conversion.  However, will see the expose head of the robot in the vehicle form and you will need to manually put it back.  The red flap does not auto hide as well.

Can I purchase this elsewhere?

We only aware that you can purchase this at hasbropulse.com, robosen.com and robosenstore.com.  We may not honor any warranty sold from other distributors that we did not approve of.  Please be aware of possible fraud and protect yourself against purchasing from other sites other than the ones listed here.  This product is not available for shipment yet.

Can you provide power adapter specific for my country?

No, the power adapter is made of US power outlets.  We were producing this primarily for the US customers.

What is included with the product?

This Optimus Prime product includes 1 robot, 1 roll out quick start guide, 1 user manual, 1 DC barrel power adapter, 1 USB-C data cable, and 1 reusable storage container.

What is the warranty?

Limited 1 year warranty.  We are looking into offering a 3 years extended warranty on top of the 1 year standard limited warranty for an additional fee.  We only cover 1 way shipping during warranty period.  Customers are responble for paying for return shipment charges.  After warranty period, customers are responsible for shipment charges to and from service centers.

Is the battery replaceable?

The battery can not be easily swapped out and replaced.  It is a rechargeable lithium ion battery.  You can recharge the battery with the included DC Power Adapter for US Power Outlet.  We are looking into providing a replaceable battery for the user to replace with instructions as suggested by our community followers.

Can I buy replacement parts?

Spare parts and a battery will be kept in supply for 10 years.  

How do I request a refund for my pre-order deposit?

Submit an email request to hello@robosenrobotics.com and provide your order number for a refund.  We will do our best to waive the cancellation fee under our discretion.

Can I purchase parts to repair the robots myself?

Customer may have the option to purchase parts to repair the product after the warranty period.  Any modifications or repairs done during warranty period may void the product warranty.

Where can I send my robot for service and repair?

Return Centers are in the US.  If RMA is not list or available in the listed territory, you may need to pay for shipment charges during product warranty period.

Will the battery die if I don't keep it charged?

There is a built-in battery protection where the robot will shut down to reserve battery and that will keep the battery from completely draining.

The robot is malfunctioning. 

  • Ensure the robot is sufficiently charged. 

  • Turn off and restart the robot. 

  • Contact customer service for additional help. 

 Robot is unresponsive using Voice Command.

  • Ensure the robot is disconnected from the App.

  • Ensure you are in a quiet setting with minimal background noise. 

  • Use the preset Voice Commands to control your robot. 

The robot can’t keep its balance when it is walking or doing other actions.

Ensure the robot is on a smooth flat surface. Robot will not function properly on an uneven or bumpy surface. 

App cannot connect to the robot.

  • Ensure the robot is sufficiently charged and turned on. 

  • Ensure Bluetooth is enabled on your smart phone/tablet. 

  • Ensure your device permissions are enabled for the robot on your device. 

  • Ensure only one device is connected to the robot. Disconnect the robot from any other smart phone/tablet you are not using.  

The robot does not power on.

  • Press and hold the power button until T9 says “Hello Humanity.”

  • Ensure the Robot is sufficiently charged. Charge the robot fully and power on. 

The robot still shows low battery after charging for a long time.

  • Ensure both ends of the charging cable are properly plugged in.

  • Ensure the headlights blink continuously when charging. 

The Optimus Prime robot does not respond to voice commands in robot humanoid form.

  • The Collectors edition robot comes with 2 microphones.  When the robot converts from vehical to humanoid form, the microphone in the back of the robot is the only active one and the front one is no longer active.  The robot's microphone in the back robot will respond well and voice commands. 

The Optimus Prime robot has leg and hip joint stuck error

  • Make sure the robot is on a flat and smooth surface.

  • Make sure the robot is fully charged or has enough power to move its joints

  • Power off and power on the robot to reset it.

  • Charge the robot's battery if the robot continues to have its leg or hip joints or other joints stuck issue.

  • Submit a help ticket if you continue to have the issue


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Although this Website may be linked to other websites, we are not, directly or indirectly, implying any approval, association, sponsorship, endorsement, or affiliation with any linked website, unless specifically stated herein.

You should carefully review the legal statements and other conditions of use of any website which you access through a link from this Website. Your linking to any other off-site pages or other websites is at your own risk.

Items sold by Robosen Robotics Inc. ("Robosen") in new condition and returned within 30 days will receive a refund or exchange. We cannot accept for return or replacement any item that has been opened, unless it arrived to you in damaged condition or is defective.

Replacements are subject to availability and will process as an even exchange. Refunds are issued to the original payment method.

Please email support@robosen.com if you have received a defective or damaged item.  

RMA REQUEST

Please note that the place of purchase for your registered product must be from North America. If any returned product is determined to be not defective and does not require repair, Robosen Robotics reserves the right to bill for all shipping, handling, and processing costs for the return of the non-defective product.

Please kindly provide as much detail as possible regarding the situation with your product. Also, please note that you must register the product you wish to return before you may begin.

In order to request a Return Merchandise Authorization (RMA), you must:

Register your product

Review our warranty policy

Have contacted the vendor you purchased your product from in regards to product replacement.

Email support@robosen.com with the information below:

Full Name

Address

Email

Phone Number

Model Number

Serial Number

Place of Purchase

Detailed Description of Problem

Purchase Invoice / Receipt

RETURN POLICY


Items sold by Robosen Robotics Inc. ("Robosen") in new condition and returned within 30 days will receive a refund or exchange. We cannot accept for return or replacement any item that has been opened, unless it arrived to you in damaged condition or is defective.


Replacements are subject to availability and will process as an even exchange. Refunds are issued to the original payment method.

Please email support@robosen.com if you have received a defective or damaged item.



RMA REQUEST


Please note that the place of purchase for your registered product must be from North America. If any returned product is determined to be not defective and does not require repair, Robosen Robotics reserves the right to bill for all shipping, handling, and processing costs for the return of the non-defective product.


Please kindly provide as much detail as possible regarding the situation with your product. Also, please note that you must register the product you wish to return before you may begin.


In order to request a Return Merchandise Authorization (RMA), you must:


Register your product


Review our warranty policy


Have contacted the vendor you purchased your product from in regards to product replacement.


Email support@robosen.com with the information below:


Full Name


Address


Email


Phone Number


Model Number


Serial Number


Place of Purchase


Detailed Description of Problem


Purchase Invoice / Receipt


RMA PROCESS


A Return Merchandise Authorization (RMA) allows customers to return defective products to Robosen Robotics Inc. ("Robosen") for a replacement as quickly as possible.


Free Robosen account membership and registration are required to contact customer service for troubleshooting and receive a support ticket for a RMA request.


The RMA requires that you are the original owner of the product and can provide proof of purchase in the form of an invoice or receipt.


After approval, you will be responsible for safely shipping the product to Robosen.


Upon receipt of your undamaged product, Robosen will process and ship a replacement to you within 10 business days (not including time in transit).


You will pay for all shipping and handling fees. Shipments from Robosen to you will be made via ground shipping; expedited shipping is available upon request. Robosen is not responsible for delays in delivery and does not guarantee any delivery dates.


Please note:


We will provide a replacement for the exact same model only, no upgrade options will be offered.


If there is no exact replacement available, we will offer credit for the RMA based on the following criteria:


  • UPC code has not been cut out from the original packaging.

  • Original packaging and all items must be returned in full. No missing parts, cables or accessories.

  • Credit will be based on current market price of the product.


PRODUCT REGISTRATION


Please register your product by providing information below to support@robosen.com. Your product information will be saved and allow for fast and convenient customer support. Your serial number and model number (SKU) can be found on your product and packaging.


Full Name


Address


Email


Phone Number


Model Number


Serial Number

Purchase Invoice / Receipt

A Return Merchandise Authorization (RMA) allows customers to return defective products to Robosen Robotics Inc. ("Robosen") for a replacement as quickly as possible. 

Free Robosen account membership and registration are required to contact customer service for troubleshooting and receive a support ticket for a RMA request.

The RMA requires that you are the original owner of the product and can provide proof of purchase in the form of an invoice or receipt.

After approval, you will be responsible for safely shipping the product to Robosen.

Upon receipt of your undamaged product, Robosen will process and ship a replacement to you within 10 business days (not including time in transit).

You will pay for all shipping and handling fees. Shipments from Robosen to you will be made via ground shipping; expedited shipping is available upon request.  Robosen is not responsible for delays in delivery and does not guarantee any delivery dates.

Please note:

We will provide a replacement for the exact same model only, no upgrade options will be offered.

If there is no exact replacement available, we will offer credit for the RMA based on the following criteria:

  • - UPC code has not been cut out from the original packaging.

  • - Original packaging and all items must be returned in full. No missing parts, cables or accessories.

PRODUCT REGISTRATION

Please register your product by providing information below to support@robosen.com. Your product information will be saved and allow for fast and convenient customer support. Your serial number and model number (SKU) can be found on your product and packaging.

Full Name

Address

Email

Phone Number

Model Number 

Serial Number

Purchase Invoice / Receipt

Items sold by Robosen Robotics Inc. ("Robosen") in new condition and returned within 30 days will receive a refund or exchange. We cannot accept for return or replacement any item that has been opened, unless it arrived to you in damaged condition or is defective.

Replacements are subject to availability and will process as an even exchange. Refunds are issued to the original payment method.

Click here to Start Return Process.

Your $100 USD deposit is applied toward the total cost of the product, which is $799 USD.  The remaining balance of $699 must be paid in advance before any shipment is processed and delivered.  Your total cost for the product is $799, which includes your initial deposit of $100 and remaining outstanding balance of $699.  *Terms and conditions may apply.

Back orders will be shipped unless notified of cancellation

Robosen may collect for tax on the purchase of your product.  Shipment charges will also be collected on your purchase.

If you would like to change your shipping address or billing address, please visit

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There will be a cancellation fee of $25 per units ordered.  Please submit request to https://robosen.com/cancel