Open a support ticket
The right route for anything specific to your unit or order — a fault, a wiring question, a change of shipping address. You get a reference number and email updates.
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who built it.
Kinetic Robotics is a small team, so support is not a call centre — a ticket you open here reaches a real engineer.
Look it up first
Power requirements, control interfaces, lead times, returns and the published electrical and thermal limits are all already written down. Fastest answer for anything not specific to your own unit.
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Responses ASAP
Mon–Fri, US Central. We respond to every ticket.
Faults & returns
30 days
Manufacturing defects are refunded or replaced within 30 days of delivery. Details in the FAQ.
Pre-order changes
Any time before shipping
Cancel, refund or change your address at any point before your unit leaves.
Submit a request
Tell us what happened.
Include your order number if you have one, the firmware version, and the bus voltage you were running. Those three things resolve most tickets on the first reply instead of the third.
The details you submit go to our support desk and are used only to answer your request.
Before you write in
The actuator powers up but won't respond on CAN.
Check termination first: a CAN FD bus needs 120 Ω at both physical ends, and a single un-terminated node is the most common cause of a silent bus. Myo-20 has a switch that enables its on-board 120 Ω terminating resistor. Check if it's switched accordingly.
If the bus is clean and the unit still won't enumerate, open a ticket with your bit rates and node ID and we'll go through it with you.
Something arrived damaged.
Open a ticket with photographs of the packaging as well as the unit before you discard anything — shipping claims need both.
I'd rather just email.
That works — support@kineticrobotic.com. It may be a little slower than filling the form, but we'll get to you!
Not a customer yet?
Pre-sales questions are welcome here too — or read the FAQ first.