Customer Support Page

If you don't find the answer you're looking for below please email:

FREQUENTLY ASKED QUESTIONS

How does your warranty system work? 

Email me a photo of the part that has broken or is defective and I’ll ship you a new one free of charge.  What I usually do is give you a code that identifies the broken part but is used to place a new order of the figure in question. This way I know exactly which figure and exactly which part to ship (and where).  

If shipped internationally (outside the US) you will be charged that shipping fee (usually between $13-$19 USD).   I’m usually able to get replacement pieces sent in a padded envelope and so cost is rarely over $13 for shipping in which case I will refund the difference if you end up paying more during checkout. Domestic orders pay a small shipping fee for replacement parts (or no fee at all if you're getting replacements for a large figure).

Note: If you purchased any of my 1/6 scale (large) figures after June 1st, 2017, your purchase comes with a lifetime warranty. Smaller figures (1/12 scale) come with a 12 month warranty.

 

Can I pay in installments?

Yes, as of May 2021 you can now purchase products in installments of four equal payments. This is powered through shopPay and affirm (purple pay button during checkout)  You pay no additional cost or interest and, instead, Armature Nine incurs the expense.

What's the difference between Rider & Ranger?

(as of February 24th 2018) In terms of articulation, Ranger has five additional points of articulation per hand (3 jointed fingers instead of 2). Other than this, the biggest difference is their size (Ranger is 12" and Rider is 6") and consequently their weight, fragility and ease of use.
The proportions on Rider's hands are also slightly larger due to limitations with 3d printing at that scale. Both have magnets on hands and feet, however Ranger has three on each foot instead of one. While Rider has only a single magnet on the toe, the design shares polarity with the tip of the toe - allowing for tip-toe stances. Finally, Ranger comes with a lifetime warranty and Rider a twelve month warranty. 

Do you ship internationally? What about the UK?

Currently A9 ships everywhere in the world except for the UK. Packages usually cost between $13-$19 but then you have to pay the import tariffs upon retrieval from your local post office.
Recent UK law changes have made it cost-prohibitive for a company as small as ours to afford the expense (parcels start at $100 per package unless we create an account with the UK government and issue quarterly statements).  One government is hard enough already to handle. Perhaps when our company grows, we'll be able to afford the extra clerical expense. 

Can I get replacement parts or add-ons?

Yes! You can find individual replacement pieces for each figure here:

Replacement 1/12 pieces (Small) can be found here
Replacement 1/6 pieces (Large) can be found here.

I’d like to feature your products in some commercial photography and video works I’m doing. Do I need to pay a licensing fee for this?

Nope! In fact, I encourage you to use these products for your commercial projects, whether you use it as reference, or feature it as-is. I'd love a credit, but it’s not necessary. You don’t even need my permission. It’s kind of the point of the figure as it’s meant to be a tool for creative people. The only thing you can’t do with A9 is make physical or digital replicas of the figure or parts, that’s my job and how I keep the lights on :)  Design appropriation is also not permitted (taking my design and appropriating it as your own). For questions or clarifications reach me at store(at)armaturenine(com).

How long will it take to get my order?

It varies depending on my workload. I have a real-time date posted on the community page here: https://www.a9rig.com/   Look for that at the top to see what orders I'm working on today. 

Are you ever going to manufacture them through more conventional means?

As funds allow I'm trying to transition to using molds. This may take years given the expense involved. But I'm making steady progress.

Do you offer discounts for bulk orders?

Actually, yes! If you or your institution plans on purchasing ten or more of a-kind, you can score anywhere between a 10% to a 30% discount. The details are in this blog post:

Can joints be tightened to restore like-new fitting?

Yes indeed! You can find a tutorial here. A better technique, however, is to drop a bit of this glue into the joints while they are still attached and simply keep rotating them throughout the entire drying process. This is especially a good way to tighten the fingers.