Frequently asked questions

If you're within 30 days of your order delivery, you can request a return at comma.ai/returns.

• For U.S. returns: A prepaid return label will be provided when you submit your request. A $9.99 fee will be deducted from your refund if you choose to use this label.
• For international returns: The buyer is responsible for all shipping costs. Please use tracking and insurance, as we are not responsible for lost or stolen packages. A return address will be provided after you submit your request.

Please allow 2-5 business days for your return to be processed after we receive it. You will receive a confirmation email once it has been completed.

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

Please note: UPS 2nd Day Air and international shipping fees are non-refundable.

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 all shipping costs, duties, and customs fees to return a device for both 30-day returns and warranty returns. comma covers the costs of sending a repair or replacement device, which will be valued at $1 (the buyer is always responsible for all taxes and duties).

Please use tracking and insurance, as we are not responsible for lost or stolen packages. Be sure to mark the package as "Return of Goods" and include HTS code 9801.00.10 on the customs form to avoid import charges. The customer is responsible for paying all duties and customs fees on the return.

Instructions on how to return your device will be provided after you request a return at comma.ai/returns.

Orders placed after 7:00 AM PT will be shipped the next business day. You will receive an email with tracking information once your order ships. Please allow 1-2 days for the tracking to become active.

Most orders are delivered within 5-10 days, unless expedited. We are not responsible for delays in UPS 2nd Day Air shipping, purchase at your own risk. For international orders, shipping times can vary widely, so please be patient.

If your order hasn’t shipped within a few business days, please check your email for any updates from us regarding potential stock issues, address corrections, or fraud verifications. All shipping information is subject to change.

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 offer a domestic UPS 2nd Day Air shipping option for $25.

International shipping is flat rate 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 $200 or you can purchase a replacement screen in our shop for $100 (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.

You can request a return within 30 days of the delivery date at comma.ai/returns. For U.S. returns, we offer a prepaid return label for $9.99, which will be deducted from your refund if you choose to use it. International customers are responsible for return shipping costs and should use tracking and insurance, as we are not responsible for lost or stolen packages.

Please note that UPS 2nd Day Air and international shipping fees are non-refundable.

We reserve the right to cancel orders from customers who have made returns within 6 months of their most recent purchase.

If you return a device while having multiple orders within an eligible return window, we will refund the lowest price paid for the eligible devices. A full refund will be provided if all open orders are returned.

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

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

Only items purchased directly from the comma shop can be returned. We are not responsible for devices damaged due to poor packaging or for items 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.