THE RACCOON LABReal replies.
No ticket queue._
There's no chatbot and no auto-reply pretending to be a person. Every email goes to one address and gets read properly before it gets answered. We're not a huge customer service team, so please be understanding if a reply takes a couple of days — you'll always get one.
support@theraccoonlab.com — for everything. Orders, refunds, broken files, licence questions, press, or just a question about a build.
We aim to reply within a couple of days. If something is genuinely broken — you paid and got nothing, a file won't open — say so in the subject line and it jumps the queue.
There's no phone line. Email means every question gets a considered answer with links and files attached, rather than a rushed one read off a script. If you need a written record of something, email is better anyway.
Not required, but it turns a three-email exchange into one reply:
- the email address you bought with
- which product, roughly when
- what you expected to happen
- what happened instead
- a screenshot if there's an error
- which file or step
- what board or parts you used
- a photo of the build
- any error from the toolchain
- what you've already tried
A word on build help: we'll always try, but the files come with guides rather than unlimited one-to-one support. Questions about the files being wrong are on us. Questions about your soldering are — kindly — on you.
The legal entity behind the Lab, and the seller on every order:
- →The Raccoon Lab AB — a limited company registered in Sweden.
- →Registered with Bolagsverket, registration number
559443-9670. - →VAT number
SE559443967001. - →Registered address: Kjellmans väg 9, 136 49 Vega, Sweden.
- →Email: support@theraccoonlab.com.
The full terms you buy under are on the terms of sale page, and what happens to your data is in the privacy policy.
Complaints go to the same address — there's nowhere else for them to go. We acknowledge every one within a couple of days and aim to resolve it within 14 days.
If a refund is what you're after, the refund policy explains what's covered and what isn't before you write.
If we can't put it right and you think we're wrong, you can escalate for free:
- →ARN — the Swedish National Board for Consumer Disputes, at
arn.se. We follow ARN's recommendations. - →ECC Sverige — the European Consumer Centre, at
konsumenteuropa.se, if you're buying from another EU country.