Customer Support

Have a question?

General Customer Service FAQ

What are JOBY's customer service hours?
Customer Service Hours: M-F, 8:30am – 4:30pm Pacific Time, USA.
What payment options are accepted on JOBY.com?
You can purchase on JOBY.com using VISA, MasterCard or Discover credit cards or with PayPal Payments. (Sorry, AMEX is not accepted at this time)
What currency is used on JOBY.com?
All product price displays and transactions are in the US Dollar. If your credit card is not from a US Bank, charges will be in your local currency based on exchange rate used by your credit card provider at time of purchase.
Why should I create an account while ordering?
Creating a JOBY ecommerce account allows you to easily check on the shipping status of your orders and checkout more quickly in the future.

U.S. Orders & Shipping FAQ

How long does it take to ship within the US?

We ship with UPS. Every order will receive a tracking number that is automatically sent when your order ships. US orders ship from our warehouse in Memphis, Tennesee and require a street address for delivery (no P.O. boxes). The order tracking number will be in your shipping confirmation email.

Expedited Overnight or 2-Day orders received before 8:00am Pacific time will ship the same day*.
Expedited orders received after 8:00am Pacific time are NOT guaranteed to ship until the next business day
Standard Ground orders made after 12:00pm Pacific Time ship within 2-3 days (average transit time is 5-7 days to East/West Coast, Midwest 2-4 days)*

*does not include weekends or holidays

Do you offer weekend deliveries?
No. At this time we do not ship or deliver on Saturdays or Sundays.
Do you ship to P.O. Boxes?
No. Our shipping carriers require a physical address for items to be delivered
How can I track my package if I didn't create an account while ordering?
If you did not create a JOBY ecommerce account, you can find tracking information in your order shipment confirmation email, which is sent after your order has shipped.

International Orders & Shipping FAQ

Where can I buy JOBY products internationally?
You can place an order on JOBY.com. If you prefer to buy locally, please use our list of International Distributors to find a local vendor.
International shipping rates start at $15 and increase by order total, weight and destination.
Unfortunately, we are not able to ship to all countries. Currently we do not ship to: Belgium, Brazil, Chile, Czech Republic, Denmark, Finland, Italy, Japan, Mexico, The Netherlands, Norway, Russia, South Africa, Spain, Ukraine; plus US State Department embargoed countries: Cuba, Iran, North Korea, Sudan, Syria .
How long does it take to ship internationally?
International orders normally ship within one business day. Your shipping notification with tracking information will be sent when your package ships. **Please note – not all destination countries are trackable. Average transit times are 7-10 days depending on the location.
We ship via UPS International which can be tracked at www.ups.com.
Are import duties included in international shipping prices?
NO. ALL import duties and/or taxes are the responsibility of the customer and must be paid upon receipt of your delivery. International shipping charges DO NOT include any import duties or taxes (VAT) that are due upon entry into the destination country.
Do you offer weekend deliveries?
No. At this time we do not ship or deliver on Saturdays or Sundays.
Do you ship to P.O. Boxes?
No. Our shipping carriers require a physical address for items to be delivered
Will my package be trackable?
We send our packages via UPS International Shipping, however, not all destinations are trackable. If you receive the tracking number "UNAVAILABLE" then tracking is not available in your country.
Currently the countries where packages ARE trackable include: Australia, Belgium, Brazil, Canada, Croatia, Denmark, Estonia, Finland, France, Germany, Gibraltar, Great Britain, Hungary, Ireland, Israel, Italy, Latvia, Lithuania, Luxembourg, Malaysia, Malta, Netherlands, New Zealand, Portugal, Singapore, Spain, Sweden, Switzerland.
How can I track my package if I didn't create an account while ordering?
If you did not create a JOBY ecommerce account, you can find tracking information in your order shipment confirmation email, which is sent after your order has shipped.

Returns Policy & Process

What if I need to return a JOBY product?

Note: If your product is damaged or defective, please refer to our warranty section for instructions – DO NOT request to "return" a product covered under warranty.

JOBY is committed to your satisfaction with our products.

We will accept Joby.com product returns 60 Days from ship date. We only accept returns for products purchased on Joby.com. We are unable to accept returns or provide refunds for Joby products purchased elsewhere.

All Joby.com returns require a Return Merchandise Authorization number (RMA). Request an RMA by sending an email to Joby Customer Service. In the subject line, please include the following information: Your name, RMA request, your order number. In your email, specify the product(s) being returned and the reason for the return. Please provide the name of the person who purchased the product if the order was placed by someone other than you. Send the request to: e-commerce@joby.com .

Joby does not refund the original shipping costs on returned orders. Customer is responsible for any shipping charges or insurance costs to return product for refund. Return the item to us using a traceable method of shipping, and in its original condition with the original product packaging.

Upon receipt of your return, our warehouse will inspect the product for condition. A credit will be processed within 5-10 business days of the receipt of the product at our warehouse. It can only be in the form of a refund to the original credit card used to make the purchase.

Warranty Policy & Process

What is JOBY's warranty policy?

The JOBY warranty lasts one (1) year for all JOBY Products. We have an extended two (2) year warranty for the Pro Sling Strap, UltraFit Sling Strap for Men, UltraFit Sling Strap for Women, UltraFit Hand Strap, and 3-Way Camera Strap.

For more information about JOBY warranty go to our warranty page.

What do I do if my Joby product breaks?
To request warranty service and obtain instructions on how to submit your product for inspection, you may either contact the dealer where you purchased your JOBY product, or email Joby Customer Service at info@JOBY.com. In your email, include your name, where you are located, when/where you purchased your JOBY product and a photo showing the problem with your product. You may be required to submit your product to an authorized JOBY representative for inspection to confirm the defect, along with your original receipt. We will, at our discretion, either repair or replace your JOBY product free of charge. If your product is no longer available, we will replace it with a similar product of equal value. JOBY will not provide any coverage under this warranty statement unless your claim is in compliance with all of its terms.