Support

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    General Customer Service FAQ

  1. What are JOBY’s customer service hours?

    Customer Service Hours: M-F, 8:00am – 4:00pm Pacific Time. Please email info@joby.com if there is anything we can do to improve your JOBY experience.

  2. What payment options are accepted on JOBY.com?

    You can purchase on JOBY.com using VISA, MasterCard, American Express, Discover, or JCB.

  3. Where can I buy JOBY products internationally?

    JOBY.com does not currently fulfill non-US orders. Please visit our International Distributors page to find the contact information for the JOBY distributor in or near your country who can advise you where to purchase JOBY products locally.

  4. 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.

  5. Shipping FAQ

  6. How long does it take to ship within the US?

    We ship with FedEx and every order includes a tracking number that is automatically sent via email after your order ships.

    Orders shipping FedEx Ground go out within two business days. Expedited orders placed “today” go out the next business day. This does not include weekends or holidays.

    All products are shipped from our warehouse in Chicago, IL. Generally, ground shipments to the East or West Coast take 5 to 7 days, Midwest 2 - 4 days.

  7. Do you ship internationally?

    JOBY.com does not currently fulfill non-US orders. Please visit our International Distributors page to find the contact information for the JOBY distributor in or near your country who can advise you where to purchase JOBY products locally.

  8. How can I track my package? What if I didn't create an account?

    After your order is shipped, we will send you a confirmation email including a tracking number to track your purchase. You can also check the status of your order in your JOBY Ecommerce account. If you did not create a JOBY ecommerce account, you can find tracking information on your order fulfillment email, which is sent after your purchase is completed and the product has shipped.

  9. Do you offer weekend deliveries?

    At this time we do not ship or deliver on Saturdays or Sundays.

  10. Do you ship to P.O. Boxes?

    No. Our shipping carrier FedEx requires a physical address for items to be delivered

  11. International Orders FAQ

  12. Where can I buy JOBY products internationally?

    JOBY.com does not currently fulfill non-US orders. Please visit our International Distributors page to find the contact information for the JOBY distributor in or near your country who can advise you where to purchase JOBY products locally.

  13. I'm a non-US customer and I bought a product from JOBY.com, is my warranty still valid?

    Yes, the warranty on your JOBY product is still valid. Read more about JOBY's Warranty Policy here. To start a warranty claim, please email info@joby.com

  14. I'm a non-US customer, I've previously placed an order on JOBY.com and I want to return it. Can I still return my JOBY.com purchase?

    Yes, JOBY.com will accept returns on previously placed international orders. We accept JOBY.com return purchases 30 Days from the ship date. Customer is responsible for return shipping to our US warehouse unless product arrives defective or damaged. Please email info@joby.com to initiate a return. JOBY does not refund shipping costs on returned orders. Read more on our Return Policy here.

  15. Warranty and Returns FAQ

  16. What is JOBY’s warranty policy?

    JOBY offers a one (1) year warranty on GorillaPod, GorillaMobile, GorillaTorch and GripTight products. We offer a two (2) year warranty on Camera Straps. Please read our warranty for more information. To initiate a warranty claim, email info@joby.com

  17. What do I do if my GorillaPod is broken?

    JOBY offers a one (1) year warranty on GorillaPod products. Please read our warranty to see if you qualify for a replacement GorillaPod. Please submit warranty claims to info@joby.com

  18. What is Cinetics warranty policy?

    Cinetics products (CineSkates, CineSquid, CineVise, MiniSkates, MiniSquid and SkatePlate) are warranted against defects in materials and workmanship for a period of one (1) year from the date of original purchase. This warranty does not cover cosmetic damage to the product. This warranty extends only to the original end user of the product. Cinetics’ liability is limited solely to the retail value of the product. Cinetics does not accept any liability for damage to any other third party product that may or may not have been used in conjunction with a Cinetics product. Cinetics is not liable for damages or losses due to improper use of its products. For warranty issues, please contact info@cinetics.com

  19. What is JOBY’s return policy?

    JOBY is committed to guaranteeing your satisfaction with our products. We accept JOBY.com return purchases 30 Days from ship date. Customer is responsible for return shipping unless product arrives defective or damaged. Please email info@joby.com to initiate a return.

    Joby does not refund shipping costs on returned orders.

  20. How to return an item purchased from JOBY.com

    Please email info@joby.com to initiate a return.

    • No e-commerce returns will be accepted without a Return Authorization Number (RMA).
    • A Return Authorization may be requested up to 30 days from the invoice date.
    • To secure an RMA contact Customer Service via e-mail at info@joby.com
    • Returns and refunds are only accepted for items purchased via www.Joby.com.
    • Item must be returned in its original condition and including the original packaging.
    • It is highly suggested to use a traceable shipping method for all returned items.
    • If an item is being returned for credit, no credit will be issued until the item has been inspected.
    • Shipping and handling charges are not refundable. The customer is responsible for all shipping charges and insurance on all return shipments.
    • Any deviation from the return policy outlined above will result in a delay of your refund, additional restocking fees or refusal of your return.

  21. Reviews and Sponsorships FAQ

  22. Member of the press?

    Please check out our Press page.

  23. Where can I find the JOBY logo and product images?

    You can download logos and images from our Media Downloads page.

  24. How can I get a product to review on my website, blog or YouTube channel?

    JOBY happily sends product samples to qualified reviewers. If you're interested in a product sample, please email info@joby.com with your request. Please include the following information in your review proposal:

    • Product you are interested in featuring
    • URLs for your website, blog, YouTube channel, etc.
    • Monthly pageviews or video views for your blog or channel
    • Social media outlets and social media reach (fans, followers, subscribers, etc.)
    • Shipping address for your review sample
  25. Does JOBY sponsor photographers with free gear?

    Yes, we are always looking to grow our community of creative photographers. If you're interested in a JOBY Sponsorship, please email info@joby.com with your sponsorship propsosal. Please include the following information:

    • A brief bio about yourself and your photography
    • Products you are interested in using
    • URLs for your website or blog so we can see your photography
    • URLs to your social media outlets.(Facebook, Twitter, Instagram, Google+, Flickr, etc.)
    • Shipping address for your sponsorship samples
  26. Does JOBY donate product for events, raffles, giveaways, promotions?

    Yes, JOBY donates product to events, giveaways, raffles, etc. Because we receive many product requests, we limit our donations to photography and active/outdoor events or promotions. If you're interested in a product donation, please email your donation request to info@joby.com. Please include the following information:

    • A brief description of the event
    • Expected number of attendees
    • Products you would like donated
    • URLs to website or social media for your event or cause
    • Shipping address for the donation
  27. GorillaPod Camera Tripods FAQ

  28. How do I determine which GorillaPod is right for my camera/equipment?

    Use GorillaPod Finder to find the GorillaPod that is right for you!

    GorillaPods come in a variety of sizes to best support your camera equipment, depending on the weight of your gear. The easiest way to find out how much your camera weighs is to use an accurate scale (the one in your bathroom will work just fine). If that isn’t handy, you can follow the guidelines below based on type of camera and the size of lenses, battery packs and flashes that you may also use.

    • GorillaPod Original and GorillaPod Magnetic are designed for point and shoot cameras weighing up 11.5 oz (325g)
    • GorillaPod Video is designed for personal video recorders such as the Flip, Kodak Zi8 or Playsport and mini camcorders weighing up to 11.5 oz (325g)
    • GorillaPod Hybrid is ideal for lightweight SLR cameras without zoom lenses, hybrid cameras, and external flashes. It supports up to 2.2 lbs (800g)
    • GorillaPod SLR-ZOOM fits SLR cameras that are armed with zoom lenses. It supports up to 6.6lbs (3kg)
    • GorillaPod Focus is the largest GorillaPod and is meant for professional grade photography equipment. This translates into heavy zoom lenses, battery packs and flashes. The GorillaPod Focus supports 11.0 lbs (5kg)
    • GorillaPod Micro 250 is designed for point & shoot cameras weighing up to 250g (8.8oz)
    • GorillaPod Micro 800 is designed for compact system cameras weighing up to 800g (28.2oz)
  29. My GorillaPod's ball and socket joint seems really loose. How can I fix it?

    After extensive use, small cracks can occur at the GorillaPod's joints, making the ball and sockets seem loose. If you've had your GorillaPod for less than a year, it is covered under warranty and the broken unit can be replaced. Click here for warranty information. To begin a wararanty claim, please email info@joby.com.

  30. My GorillaPod's leg is broken. Do you sell replacement parts?

    No, due to the specific way we build our GorillaPods, we are unable to sell replacement legs. If you're looking for another spare part, like quick-release clips, they can be found on the Accessories tab of the product page.

  31. What's the difference between "packaged" and "eco-packaged"?

    Retail packaged and "Eco-packaged" GorillaPods contain the same product. We offer the eco-packaged version as a smaller footprint, more environmentally friendly alternative to our retail packaging.>

  32. Do the GorillaPod SLR-Zoom or GorillaPod Focus have quick-release adapters?

    Neither the GorillaPod SLR-Zoom nor the GorillaPod Focus comes with a quick-release plate built in, as they are both designed for ballhead attachments. The GorillaPod Original, GorillaPod Magnetic, GorillaPod Video and GorillaPod Hybrid include a quick-release clip.

    The JOBY Ballhead for the GorillaPod SLR Zoom does feature a quick-release plate and is a perfect addition to the GorillaPod SLR Zoom. The Ballhead X for GorillaPod Focus also features a quick-release plate and is a perfect pair with the GorillaPod Focus.

  33. Are the magnets in my GorillaPod Magnetic or GorillaPod Video safe around memory cards or credit cards?

    The magnets in GorillaPod Magnetic and GorillaPod Video will not harm memory cards or credit cards provided you do not rub the magnetic feet against the card repeatedly.

  34. Where can I find accessories, such as additional quick-release clips?

    Accessories are listed in the Accessories tab on the page of the corresponding main product. For example, if you are looking for an extra clip for the GorillaPod Original, you can find it in the Accessories tab of the GorillaPod Original product page.

  35. I lost my tripod quick-release clip. What do I do?

    You can purchase replacement clips for all GorillaPods in the Accessories tab of the product page. Replacement clips for GorillaPod Original, GorillaPod Magnetic and GorillaPod Video are the same size and are interchangeable. The Bubble Level clip, Extra QR clip and Flash Shoe clip are the same size and are compatible with GorillaPod Hybrid, GorillaPod SLR-Zoom with Ballhead, and Ballhead SLR-Zoom.

  36. My GorillaPod Video head seems too loose. Is it broken?

    The GorillaPod Video head is designed to move fluidly in both the horizontal and vertical directions so that users can follow a subject no matter where it goes. For this reason, we designed the tilt to not lock in place. Check out our How To Use Guide at the bottom of the page.

    To get around this feature, we suggest tilting the head forward until it is propped up by the release button. Then adjust the GorillaPod's many joints (including the neck joint) to the desired angle.

  37. GorillaMobile Cases and Stands

  38. Will the Yogi or Ori for the iPad 2 fit the iPad 3 or new iPad with Retina display?

    Yes, the GorillaMobile Yogi and GorillaMobile Ori will fit the newest iPads, but it is a tight fit because they were designed for the slightly thinner iPad 2. Because of the form-fitting nature of the design, we recommend both Ori and Yogi as an always-on case for users who do not often take their iPad in and out of its case. We have received positive feedback from our customers about the performance of Ori and Yogi with the new iPad.

  39. Will the Yogi or Ori for the iPad 2 fit the iPad Mini?

    No, Yogi or Ori for iPad 2 will not fit the iPad Mini.

  40. Is GorillaMobile for iPhone 4/4S compatible with my iPhone 5?

    No, GorillaMobile for iPhone 4/4S will not fit iPhone 5.

    Check out our iPhone 5 compatible GripTight Mount and Stands.

  41. Is GorillaMobile for iPhone 4 compatible with my iPhone 4S?

    Yes, GorillaMobile for iPhone 4/4S will fit all iPhone 4 and 4S models.

    Universal JOBY iPhone 4/4S stand-alone cases are also available.

  42. Is GorillaMobile for iPhone 3G/3GS compatible with my iPhone 4, iPhone 4S or iPhone 5?

    No, unfortunately GorillaMobile for iPhone 3G/3GS is not compatible with iPhone 4/4S or iPhone 5. We recommend our GripTight Mount and Stands instead.

  43. GorillaTorch Flashlights FAQ

  44. What type of batteries does my GorillaTorch need?

    GorillaTorch 100, GorillaTorch Flare 125 and GorillaTorch Switchback all use AA batteries. GorillaTorch Blade has an internal rechargeable battery that you can charge via USB or with the included AC/USB power charger.

  45. Why won't my GorillaTorch turn on?

    This problem can occur when the battery cap has not been securely tightened. When screwing on the battery cap, you will feel a slight click as the cap passes over a small notch in the threading. This will indicate the cap is securely tightened and the battery circuitry is completed. You may need to use something with a rubberized texture to grip the cap and twist it firmly.

  46. Are the magnets in my GorillaTorch safe around memory cards or credit cards?

    The magnets in your GorillaTorch will not harm memory cards or credit cards provided you do not rub the magnetic feet against the card repeatedly.

  47. GripTight Smartphone Mount & Stands FAQ

  48. Will GripTight fit my smartphone?

    GripTight will fit smartphones between 2.1-2.8 inches | 54-72mm, like iPhone 5, iPhone 4/4S, iPhone 3G/3GS, Samsung Galaxy S III, Motorola Droid RAZR, and HTC Evo 4G.

  49. Will GripTight fit my iPod Touch?

    GripTight will fit devices between 2.1-2.8 inches | 54-72mm, like the new iPod Touch and iPod Touch 4th Generation.

  50. Will GripTight work with my tripod?

    GripTight is compatible with any tripod or ballhead with a standard 1/4-20 in. screw attachment point, including all GorillaPods.

  51. Will GripTight work with my GorillaMobile for iPhone 4/4S?

    The GripTight Mount attaches via 1/4 – 20 in. screw. If you still have the supplemental 1/4-20 in. screw clip that came with your GorillaMobile for iPhone 4/4S, simply attach that clip to the GripTight Mount and slide it into the GorillaMobile tripod base.

  52. Does GripTight work in portrait orientation like GorillaMobile for iPhone 4/4S?

    GripTight grips onto your phone in landscape orientation and attaches to tripods in landscape orientation. If you want to shoot in portrait orientation, you'll need to position the legs of your tripod to achieve that shooting mode.

  53. Camera Strap FAQ

  54. Will the UltraFit Sling Strap work with my camera?

    The UltraFit Sling Strap is designed for use with DSLRs and CSC cameras. It can accommodate cameras with zoom lenses and battery packs.

  55. Will the 3-Way Camera Strap work with my camera?

    The 3-Way Camera Strap is designed for use with DSLRs and CSC cameras weighing up to 6 lbs (2.7 kg).

  56. What is the difference between the UltraFit Sling Strap for Women and UltraFit Sling Strap for Men?

    The UltraFit Sling Strap for Women is designed specifically for a woman's body and will fit almost all women. It has an S-Curve shaped pad that is shorter and thinner than the pad on the Men's strap so that it more comfortably fits a woman's chest. The circular pivot ring at the chest is also slightly smaller in diameter and the total strap length is 6" shorter than on the Men's strap.

  57. What size UltraFit Sling Strap for Men should I order? What is the difference between the two sizes?

    If you wear a men's t-shirt in size M, L or XL, you should choose the M - XL UltraFit, which is the original UltraFit size. If you wear a men's t-shirt size XXL, you should choose the XXL UltraFit. The features of both straps are identical; the only difference is the webbing of the XXL version was increased by 6 inches to accomodate larger frames.

  58. Can I use my tripod and your camera strap at the same time?

    Yes, with our UltraPlate Quick Release Plate you can use two 1/4-20 tripod-mounted accessories at the same time. Attach the UltraPlate to your camera, then attach your camera strap to one of the plate's mounting holes, and then attach your tripod quick release plate to the other mounting hole. UltraPlate is Arca-Swiss compatible so you can put it directly onto any Arca-Swiss tripod or ballhead, like Ballhead X for GorillaPod Focus.

  59. GorillaCam and Frame X Frame FAQ

  60. GorillaCam Questions?

    Check out our handy GorillaCam Manual.

Cinetics Accessories FAQ

  • Wait, which products are Cinetics accessories?

    CineSkates, CineSquid, CineVise, MiniSkates, MiniSquid and SkatePlate are all designed and manufactured by Cinetics. We sell these products on our site because we think they make our GorillaPods even more useful and versatile.

  • What is the warranty for Cinetics products?

    Cinetics products (CineSkates, CineSquid, CineVise, MiniSkates, MiniSquid and SkatePlate) are warranted against defects in materials and workmanship for a period of one (1) year from the date of original purchase. This warranty does not cover cosmetic damage to the product. This warranty extends only to the original end user of the product. Cinetics’ liability is limited solely to the retail value of the product. Cinetics does not accept any liability for damage to any other third party product that may or may not have been used in conjunction with a Cinetics product. Cinetics is not liable for damages or losses due to improper use of its products. For warranty issues, please contact info@cinetics.com

  • I need help with my CineSkates, CineSquid, CineVise, MiniSkates, MiniSquid or Skateplate. Who can I talk to?

    Please contact Cinetics directly via email info@cinetics.com or on Facebook or Twitter. They know their products inside and out and will be happy to answer all of your questions!