Frequently asked questions

If you are within 30 days of your order delivery, you can request a refund at comma.ai/returns.

If you purchased in the US, a USPS domestic return shipping label can be emailed to you when you request your refund. A $9.99 fee will be deducted from your refund for using the prepaid shipping label. If you do not use the label you will not be charged for it. If you choose to not use the prepaid label provided by us or are an international return, ship the items pre-paid and with tracking.

You will receive a confirmation email when your return has been processed. Please be patient as it can take 2-5 business days to process the return.

Original packaging for return is not required but we are not responsible for devices damaged due to poor packaging. If you are reusing a box, please remove or cover all barcodes and existing labels.

We are unable to offer exchanges of any kind at this time. We request that if you have an issue you make a return via comma.ai/returns.

The buyer is responsible for international shipping costs to return a device for both 30 day returns and warranty returns. comma covers the costs of sending a repair/replacement device. Replacement devices are given a value of $1 (buyer is always responsible for all taxes and duties).

Please use tracking and insurance as we are not responsible for lost or stolen packages. Instructions on how to return your device will be provided after you request a return at comma.ai/returns.

TL;DR: Average of 5-10 days unless expedited

Purchases made after 7:00 AM PT will go out on the next business day. All 3X devices require signature with delivery. 3X shipping is via UPS ground and we now offer UPS 2nd Day Air depending on your location (please see the question: How does 2-day shipping work?); we ship a mix of USPS Priority 2-3 day and USPS first class for accessories and parts. If you place an order on a Tuesday, you can expect it to arrive the following Tuesday-Thursday. You will receive an email with your tracking information when your order ships. Please wait a day or two for the tracking to become active. International shipping times can vary widely, so please be patient, but most international orders are delivered within a week. All shipping information is subject to change at any time. If you do not see your order ship within a few business days please check your email for correspondence from us (might be stock issues, address corrections, or fraud verifications).

Purchases made after 7:00 AM PT will go out on the next business day. If you place an order after 7:00 AM PT on Friday, your order will be picked up on Monday and you can expect it to arrive on Wednesday. We use UPS and depending on your location they may or may not offer delivery on Saturday. We are not responsible for 2nd Day Air not arriving on Saturdays. If an item is out of stock, we will still ship your device with 2nd Day Air when it is back in stock. Please do not contact us for a shipping refund if you were unable to accept delivery for the device. We are also not responsible for UPS delays of 2nd Day Air, purchase at your own risk.

To cancel your order: open your order confirmation email and click "View Your Order"; you will see the option to cancel on your order page. You can cancel your order for a full refund up until it ships.

An order cannot be modified; if you need to make a change, please cancel your order and make a new, correct order.

Occasionally, we will ship immediately, on the weekend, or during a holiday, so we cannot always guarantee that you or us can catch your order early enough to cancel or modify it.

All orders ship from our warehouse in San Diego, California.

We ship to the entire US and most countries. We ship internationally with a flat rate of $30. We do not ship to PO Boxes (with an exception for Military). If you reject an international package we will deduct any additional fees from your return. All US deliveries require signature confirmation at this time though subject to change.

Shipping is free for US addresses including Alaska, Hawaii, and US Territories. We are now offering UPS 2nd Day Air for $25.

International shipping is flat rate via UPS and costs $30. Note that international shipping times can vary widely, so please be patient.

Please see other FAQ questions for more information about shipping domestically and internationally.

Please alert us to any issues with your order within 3 days of delivery. We may not be responsible for damages if we are not notified within this window. If you damage your screen we offer repairs for $300 or you can purchase a replacement screen in our shop for $200 (DIY at your own risk). If we receive a damaged device returned to us we will deduct the cost of the repair from your return. We are not responsible for lost or damaged items mailed back to us and recommend using the original packaging to make a return or carefully padding your device when sending it back.

Please call UPS at 1-800-742-5877 or use their online contact form to report the issue. Provide your tracking number and explain the situation. If the package is confirmed lost or significantly delayed (over one week), please notify us so we can initiate an investigation and file a claim with UPS. We will keep you updated on the status of the investigation and arrange for any necessary reimbursement or replacement.

If your order is via USPS, please note that we will respond to your support ticket 3-4 days after to see if the order has finally shown up. Most delayed USPS orders do eventually arrive within a few days. If this is UPS and the device was signed for, there is little we can do on our end as this is considered a closed matter. If your UPS package was not delivered, please check tracking to see if your order may be at a UPS pickup location. If the order is shown as being returned to the comma warehouse, we will refund it and we recommend that you place a new order.

comma support is for warranty against defects, shop order issues, and repairs. We have seen an increase of customer support messages with issues caused by software. If your device is having issues we recommend first trying to reflash it at flash.comma.ai. We can reflash it for you for a $100 repair fee which includes shipping both ways. We do our best to diagnose this remotely; if the issue turns out to be defective hardware then we refund you this $100.

We offer a 1-year limited warranty against hardware defects. Our policy is to verify hardware issues over email before making a billable repair. If you believe your hardware is defective, please fill out a support request on the comma.ai/support. Direct emails to comma are not monitored. We cannot provide shipping return labels for international devices with warranty issues.

If you are dissatisfied with your purchase at the comma.ai shop, you have 30 calendar days to return it from the date you received it. We offer return labels for $9.99 which will be deducted from your return (US only). All refunds must be initiated through comma.ai/returns.

Please note that we reserve the right to cancel orders of customers that have made returns within 6 months of their newest purchase.

For those that return a device while having multiple orders with an eligible return window, we will refund you the lowest price you paid for all eligible devices. If all open orders are returned, a complete refund will be made.

There are some items that are ineligible for return, including:

• Parts
• Repairs
• Items marked as “Final Sale”

Only items that have been purchased directly from the comma shop can be returned to the comma shop. We are not responsible for devices damaged due to poor packaging or lost without a tracking number.

Refunds can take 2-5 business days to process once we have received your return. If you have not received a refund within 1 week of delivery please open a comma shop support ticket on the support page. We will process your refund and reimburse the payment method you used for the original purchase which can take up to a week depending on your bank.