Support Technique
Welcome to our support page. This page has information on a range of issues and we hope can provide answers to help resolve your enquiry. For technical support we have added information and solutions to the most common technical queries through explanatory videos as well as a full range of parts and accessories now available to order online.
Broken / Damaged Helicopter
In the event of a crash, whether your helicopter has sustained major damage or a minor breakage, we are here to help and can often supply the necessary replacement parts to quickly have your helicopter up and flying again. Even if the helicopter is beyond repair we can also supply a complete replacement helicopter on its own for a quarter of the price of buying a new helicopter. The following videos demonstrate the four most common problems and solutions to resolving them. Please have a look at each of these to try to identify the problem.
| Upper Blade Set | _ | Gear Mechanism |
| Charging | Linking the Helicopter and Controller | |
Once you have identified the problem, click here to order Parts and Accessories, we will ship them out within 1 week. If the problem is none of the above, please email our technician on
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giving as much details as possible about what is causing the problem, you can also take a short video or pictures to help quickly identify the problem.
Coupon Code Not Workingr
If you have a coupon code bough through Groupon and it is not working when you attempt to redeem, firstly check the activation date of the coupon (found on the small print of the voucher emailed to you) - usually this is a day or two after the day of purchase, please allow a day for this to be uploaded to our system. If you have bought a multiple coupon for example 2 for 45 EURO / 3 for 69 EURO, please add this correct quantity during the checkout process. For individual coupons, must be redeemed one at a time, if an order has been made in error, please email
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and we will reset that coupon so that you can re-order.
Missing orders
Occasionally problems arise during delivery for example if parcels are returned, attempted deliery when no one is at home, delays in the post or go missing. If any of these have affected you, we sincerely apologise and we will help follow up any cases to help resolve it.
If an order is lost or damaged in the post, you will need to make a claim with the postal service, in the first instance please report this to us on
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, we will check the order and we will provide proof of postage. We will investigate any lost parcel and assist in making a claim.
Cancelled Orders
If you have received an automated message saying your order has been cancelled, this could have been caused by two reasons:
Pending / Unpaid orders: if an order has been part completed, for example if the order status was 'Pending' - where the order had been made, but the final payment had not been completed, then the system automatically cancels these orders after a period of time and any voucher code is reset so you can go back and replace the order. If you have paid the postage and you still received this message saying "Dear customer, Your order status for this order is showing as part- completed and is cancelled by the system." please email your PayPal transaction number to
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and we will personally follow this up and update the status.
PayPal Dispute: if a PayPal dispute is opened, PayPal (for some strange reason) sends an email to our system saying that the order has not been paid and this sends a message saying that the order has been cancelled. If you have received an email saying this, please email us on
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and we will help resolve any issue and make sure the order is not accidentally cancelled. This issue sometimes causes orders to be delayed because orders marked as 'Cancelled' are not picked up by the dispatch team, however please email us and we will make sure this is quickly corrected.
A final Thank You
The week after Christmas was a particularly busy time for our support team and we thank you for your patience. Over 60 000 orders were placed for our flagship Robocopter and we hope you enjoy flying it. Since Christmas, the team have answered over 5000 emails and helped assist over 2500 customers. We hope this page contains the answer to your enquiry.
If not, and there is anything further we can help with, please email us on
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and we will follow up your enquiry.