Frequently Asked Questions
Ordering
- Can I return or exchange my product?
- Do I have to pay sales tax?
- What do I do if my order got lost during shipment or showed up damaged?
- How do I track my order?
- How long will it take for my order to arrive?
- Can RoboReel products be shipped internationally?
Warranty
- What is the Great Stuff Guarantee?
- Does the Great Stuff Guarantee cover accidents, abuse, and misuse?
- How do I register the warranty on my new RoboReel product?
Cord Reel
- Is any assembly required?
- What design options exist?
- Can my unit switch between Portable and Ceiling Mount versions?
- Can I install a normal extension cord in my cord reel unit?
- Does your cord reel come in different gauges and sizes?
- Where can I find accessories and replacement parts?
Hose Reel
- Is any assembly required?
- Does the Hose Reel come in any other colors?
- Are different hose sizes and lengths available?
- How do I winterize my garden hose reel?
- Where can I find accessories and replacement parts?
- Will my current nozzles work on the RoboReel Hose Reel?
- Does the RoboReel Hose Reel require a special hose?
- Where do I obtain more information on the Hose Reel?
About Great Stuff Inc.
Can I return or exchange my product?
Yes, products can be returned or exchanged for up to 30 days from your purchase date. We require that the product be in new condition and in its original box.
Inbound freight will not be covered by Great Stuff Inc. and a restocking fee of 25% of the original price will be charged on all returned products. For a product exchange this 25% restocking fee will be waived.
For more information on this topic, visit our Return and Exchange Policy page.
Do I have to pay sales tax?
Sales tax is only included in orders that will ship to customers living in Texas. The sales tax rate for these customers varies by county.
What do I do if my order got lost during shipment or showed up damaged?
Please contact our customer service department by emailing us at cs@greatstuffinc.com or calling 1-888-478-7883. We will assist you in replacing the damaged product or in dealing with the carrier for lost shipments.
How do I track my order?
All RoboReel products are sent through FedEx. Once you place an order you will receive a tracking number via the email address you supplied while ordering.
How long will it take for my order to arrive?
Orders are typically delivered within 3-7 business days depending on the location they are being shipped to. The map below provides an estimate of when you can expect to receive your delivery based upon your location.
Can RoboReel products be shipped internationally?
No, our products are currently only for sale in the US. We do not ship our products internationally.
What is the Great Stuff Guarantee?
Great Stuff Inc. stands behind its products with an industry leading warranty. With the Great Stuff Guarantee all RoboReel cord reels and hose reels come fully protected by a 4 year or 4,000 winds, whichever comes first, “bumper-to-bumper” warranty.
Does the Great Stuff Guarantee cover accidents, abuse, and misuse?
The Great Stuff Guarantee warrants that RoboReel cord reels and hose reels will be free of defects in material, workmanship, and functionality. The Great Stuff Guarantee does not cover misuse or abuse by the user or accidents such as dropping the unit.
For more information on this topic, visit our Warranty Policy page.
How do I register the warranty on my new RoboReel product?
Please register your warranty online on our Warranty Registration page or fill out and return the warranty card that was included in your RoboReel product box.
Cord Reel: Is any assembly required?
No, your cord reel comes fully assembled right out of the box. However, the ceiling mounted cord reel does require you to mount the ceiling bracket and install the unit into this bracket before use.
Cord Reel: What design options exist?
We do offer several different designs on our Portable cord reel all of which can be seen on our Buy page.
These designs are created through in-mold decorating, making them part of the actual plastic. This means they will not fray or tear from your unit like a decal would.
Can my unit switch between Portable and Ceiling Mount versions?
No, our Portable and Ceiling Mount models are two different products and they cannot be converted from one model to another.
Can I install a normal extension cord in my cord reel unit?
No, normal extension cords cannot be installed in the RoboReel Cord Reel. Only our proprietary extension cord can be installed in the unit.
Does your cord reel come in different gauges and sizes?
No, our reels only come installed with 50 feet of heavy-duty 12 gauge extension cord.
Cord Reel: Where can I find accessories and replacement parts?
Accessories and replacement parts for our Portable and Ceiling Mount Cord Reels can be found on our Cord Reel Accessories page.
For other issues related to product use, please download a product manual from our User Guide page or contact our customer service department at cs@greatstuffinc.com or 1-888-478-7883.
Hose Reel: Is any assembly required?
No, your RoboReel Hose Reel comes fully assembled right out of the box.
Does the Hose Reel come in any other colors?
No, the RoboReel Hose Reels comes only in an attractive "forest green."
Are different hose sizes and lengths available?
Yes, you can choose either 100 feet of 5/8 inch hose or 140 feet of ½ inch hose.
How do I winterize my RoboReel Hose Reel?
The best way to “winterize” your RoboReel Hose Reel is to attach the tow rope and move it to safe location for the winter.
If you would rather leave the reel outdoors for the winter you should remove the battery and empty the hose of any water.
Where can I find accessories and replacement parts?
Accessories and replacement parts for the RoboReel Hose Reel can be found on our Hose Reel Accessories page.
Will my current nozzles work on the RoboReel Hose Reel?
An adapter must be attached to the hose before your current nozzles can be used with the RoboReel Hose Reel. This adapter is included with your purchase of the hose reel, as are five other nozzles.
The RoboReel Hose Reel uses double O-rings on all connections to prevent water leakage and also uses quick connect technology to make changing nozzles quick and easy. Because of these factors normal nozzles do not work directly with the hose.
If you use the adapter and your current nozzles with the RoboReel you must be sure that the nozzles are left “open” before attempting to retract the hose. Otherwise proper retraction can be difficult.
Does the RoboReel Hose Reel require a special hose?
Yes, only our heavy duty “Never-Kink” hose can be used with the product. One is included with your purchase and comes installed in the unit.
Hose Reel: Where can I find additional information?
For other issues related to product use, please download a product manual from our User Guide page or call our customer service department at cs@greatstuffinc.com or 1-888-478-7883.
Where is Great Stuff Inc. located?
Our engineering facility and headquarters are located in Austin, TX.
Where are the RoboReel Hose Reels and Cord Reels produced?
Great Stuff Inc. has both domestic and international operations:
- Product design and engineering: USA (In-House)
- Product Testing: USA (In-House)
- Product Assembly: Mexico (components sourced globally)
- Customer Service: USA (In-House)
