FAQs

Getting Started

THE BASICS 

Q. What is LurnBot?
A. LurnBot is a service that rents robot kits to kids to learn programming, helping parents save money, reduce clutter and help the environment.

Q. Is LurnBot a subscription service?
A. No, LurnBot does not require a subscription, so you don’t have to pay a monthly subscription fee. You can rent any kit if and only if you want. Pay nothing, if you don’t rent.

Q. How does it work?

A.

  • Sign up.
  • After selecting the desired robot kit, pay the rental fee.
  • When the product arrives, check its contents carefully to ensure that it includes a kit, LurnBot box, and return label.
  • Assemble the kit and let the fun begin!
  • Before returning, disassemble the kit (if applicable) and place all parts in the product box.
  • Then place the product box in the LurnBot box, tighten to prevent damage, seal the box with tape and stick the return label on the box. (Ensure that there are no other tracking labels attached to the box.)
  • Drop off at the post office.

 

Q. Can the rental kits be purchased?

A. If you want to purchase, please let us know by sending an email to customer service (cs@lurnbot.com) with your account ID and order number. You can keep the kit by paying the difference between the retail price and rental fee using the separate invoice we will send you by email. 15% of the retail price will be added as the handling fee.

Q. Do you ship worldwide?
A. We currently only ship in the US, though we will soon include international destinations.

Q. What methods of payment do you accept?
A. We accept major credit cards and checks.

Q. Can I get an invoice?

A. Sure, you can. Please create your account at LurnBot.com and send an email to customer service (cs@lurnbot.com) with your account ID, the kits you want to rent and the date when you need. We will send an invoice to you. Once you complete the internal process, please create an order and pay the amount.

Q. I want to rent kits for a school, but I do not have access to a credit card. How can I pay? And can I get an invoice for the internal process?

A. We accept checks. Please create your account at LurnBot.com first and send an email to customer service (cs@lurnbot.com) with your account ID, the kits you want to rent and the date when you need. We will send an invoice for your process and once we get the check for the rent, the order will be created BY US, and the kits will be shipped. (i.e. After you send the check, you will get the kit without doing anything.) The rental period will not start until your order is delivered to you.

Q. Can I get tax exemption?

A. Sure, you can. If you are not located in Texas, sales tax will not be added to your amount. If you a school or nonprofit organization located in Texas and qualified for tax exempt, please create your account at LurnBot.com first and send an email to customer service (cs@lurnbot.com) with your account ID, the kits you want to rent, the date when you need and a tax exempt form. We will create an order (without tax) for you and send a link with which you can pay the amount.

 

RENTAL POLICY

Q. When does the rental period begin and end?
A. 
The rental period will begin on the next day your order is delivered and last for 10 or 21 calendar days as you select. For example, if you receive your kit on September 2, then the rental period will end on September 24 in case you select 21 days rent. The kit should be dropped off at the post office no later than September 24, the return date. The 21 days of rental period (September 3~23) doesn’t include the date you receive and the return date. The kit doesn’t need to be delivered to LurnBot on September 24. Dropping off at the post office on September 24 would be enough.

Q. Can I designate a delivery date?

A. Sure, you can. When you check out, just leave a note when you want to get the kit (Please allow us at least 7 days). We will ship the kit to make sure you get on time. Even if the kit arrives early, your rental will not start until the delivery date. If you don’t leave any note, we will ship the kit as soon as prepared. 

Q. What if return date falls on weekend or holiday?

A. When your return date falls on a holiday or weekend, we will not charge you a late fee as long as you return on the next business day.

Q. Do I have to pay a deposit?
A. No deposit required for most of the kits. (for some products, you may need to pay a deposit.) If the kit is returned late or not at all, an associated fee will be added to the payment method used for the rental.

Q. What is the late fee?
A. $20/day. To avoid a late fee, drop off your kit at the post office or use USPS’s pick-up service by no later than the return date. A late fee will be charged each day (for up to 20 days) until the kit is returned.

Q. What if I don’t return the kit?
A. If the kit is not returned within 20 days, it is considered a non-return. In such cases, the fee will be either $400 (the late fee times 20 days) or 200% of the kit’s retail price at the moment the fee is incurred, with applicable sales tax—whichever is higher.

Q. Can I schedule rentals in advance?
A. We currently do not offer an advance rental function on the website. However, if you need to schedule, please send an email to cs@lurnbot.com. We will help you.

Q. Are the kits delivered with batteries?
A. To ensure safety during the shipping process, batteries are not included with the kit. We recommend removing batteries prior to returning the kit.

 

RENTAL KITS 

Q. What if I’m looking for a robot kit that is not offered by LurnBot?

A. If for any reason we do not have a particular kit in stock, let us know. We are always looking to improve our services offerings as well as our product selection. 

 

My Order 

UPDATING MY ORDER

Q. Can I cancel my rental?
A. Cancellation is allowed within 24 hours. If you wish to cancel, please email customer service (cs@lurnbot.com) with your account ID and order number less than 24 hours after placing your order.

Q. Can I cancel the rental if more than 24 hours have passed after placing an order?
A. Order cancellation is acceptable only within 24 hours after placing an order. In the event of an emergency or other event justifying cancellation, please contact customer service (cs@lurnbot.com).

Q. What if I want to extend the rental period?

A.

  • We would be happy to extend your rental period provided other customers aren’t waiting to use the same kit. Please send an email to customer service (cs@lurnbot.com) with your account ID, order number and desired extension period.
  • Once we receive your request, we will send you a separate invoice by email.
  • The rental period is automatically extended upon payment of the new invoice. Please note that payment must be made before the original return due date to avoid a late fee.

 

ISSUES WITH MY ORDER

Q. What happens if I lose or break parts?
A. There is no charge for normal wear and tear or for small, easily replaceable parts. However, for major components (e.g., controllers), we charge a replacement fee based on the price of the part. If the damage is the result of inappropriate usage, water damage, traumatic breakage (dropping, throwing, etc.), a fee equivalent to the retail price of the kit will be charged.

Q. What should I do if I lost the manual?
A. If you lose a manual, a copy of it can be found at the link on the product description page. If you find the manual later, please send it back to LurnBot. (Ship to LurnBot, LLC, 25807 Westheimer Parkway, Suite 374, Katy, TX 77494)

Q. What should I do if there are missing or malfunctioning parts in the shipment I receive?
A. All kits will be closely inspected prior to shipping, but if there are any missing or malfunctioning parts, please contact customer service (cs@lurnbot.com) within three days of the shipment’s arrival. You can choose to return the kit or request a replacement part. If you want to return, we will refund your payment 100% once we receive the kit. If you choose to get a replacement part, we will send the replacement part as soon as possible and the rental period will not begin until the replacement part is received. When returning that product, please include the missing or malfunctioning parts (i.e., do not discard malfunctioning parts). Otherwise, we may charge the price for the part.

 

RETURNING MY ORDER

Q. How do I return a kit?
A. Use the prepaid return label included in the package. When the product arrives, ensure that it includes a kit, LurnBot box, and return label. When returning, place all disassembled parts in the product box. Then place the product box in the LurnBot box and seal the box with tape. Stick the return label on the box. (Ensure that there are no other tracking labels attached to the box.) Drop it off at the post office.

Q. What if I lose the return label?
A. Please contact customer service (cs@lurnbot.com) as soon as you’re aware that it is lost. We will send you a link to print a new return label.

Q. What happens if I lose LurnBot box?
A. You may use your own box. Stick the return label on the box and drop it off at the post office. 

Q. What if I missed return due date?
A. A late fee of $20/day will be incurred.

Q. What if I find missing pieces or manual after I returned?
A. If you find missing pieces or manual later, please send them to us. (Ship to LurnBot, LLC, 25807 Westheimer Parkway, Suite 374, Katy, TX 77494) You may also put it into the package when returning other products in the future.

 

SHIPPING

Q. What is the cost of shipping?
A. The shipping cost (including the cost of returning) is free, regardless of region.

Q. How long does shipping generally take?
A. Shipping usually takes 5–6 business days from the day you place your order.

Q. My order says “delivered,” but it hasn’t arrived.
A. If your order is marked as “delivered” but has not arrived, consult the list below before contacting customer service.
 

  • Look for a notice of attempted delivery.
  • Look around the delivery location, as packages can sometimes be left behind shrubbery, gates, etc.
  • Check with other members of the household or with neighbors to see if someone else has your package.
  • Wait 24 hours; in rare cases, packages may say “delivered” but not arrive until the following day.
  • Check with your local post office to see if the relevant postman/postwoman still has the package or can recall where he or she delivered it. You may also contact the local post office to see if the package is waiting there.

    If you are still experiencing difficulties, contact customer service at cs@lurnbot.com within five days of the shipment showing up as “delivered,” and we would be happy to assist.

 

Account

Q. What if I forgot my password?
A. You can get the password reset link by clicking 'Forget your password?' at Sign In page.

Q. I can’t log in.
A. If you are unable to access our website or have problems accessing your account, this is most often due to a cache issue in your browser. Below are a few things to try before contacting customer service.

    • If our website won't load, click the Logout button at the top of the page and try to log back in. This action generally helps resolve the issue.
    • Try clearing the cache on your browser.
    • Make sure you are using the email address associated with your account. Check your inbox for an email from LurnBot to see which address we have on file, which is the email associated with your account.
    • If all else fails, click on the "Forgot Your Password?" link and we will email you a link to reset your password.  

If after all this you are still having issues, please contact customer service at cs@lurnbot.com

 

Other questions

Q. Can I buy a gift card for LurnBot?
A. LurnBot does not yet offer gift card purchases. However, we will provide gift card options in the near future.

Q. How can I get support?
A. For assistance, please contact us by email (cs@lurnbot.com). Generally, within 12 business hours, our team will review and reply to your case. During periods of high activity and holidays, it may take our support team up to 24 hours to reply.

Q. Have a question not answered here?
A. Please feel free to send your questions to customer service (cs@lurnbot.com). Our team will review and reply to your case within 12 business hours. During periods of high activity and holidays, it may take our support team up to 24 hours to reply.