FAQ's
Contacting CTR Electronics
How do I contact Sales?
Email sales@ctr-electronics.com for quotes, orders, purchase orders, shipping, account questions, and custom engineering inquiries. You can also call 1-586-358-1010.
How do I contact Technical Support?
Email support@ctr-electronics.com for product troubleshooting, technical questions, and warranty claims. Include the product model, a description of the issue, and relevant photos, videos, software versions, or error messages.
Who should I contact about website or login problems?
For website and technical account issues, email support@ctr-electronics.com.
For general store account questions, contact sales@ctr-electronics.com.
Where is CTR Electronics located?
CTR Electronics is located at 16065 Leone Dr, Macomb, MI 48042, USA.
Payments & Tax
What forms of payment do you accept?
We accept major credit cards, PayPal, ACH, and wire transfers (fees may apply). Purchase Orders (POs) may be paid via check, ACH, or wire transfer.
How do I request a quote or place an order from one?
Email sales@ctr-electronics.com with the desired SKUs and quantities to receive a formal quote within one business day.
To order, reference your quote number at checkout or contact our sales team.
How do sales taxes work?
CTR Electronics only currently collects sales tax on orders with both shipping and billing addresses located in Michigan.
If your organization is tax-exempt, you must submit and receive approval for your Michigan Sales and Use Tax Certificate of Exemption before placing your order; taxes cannot be refunded after an order is placed. See the Michigan Tax Exemption Information page.
How do I obtain or pay my invoice?
Email sales@ctr-electronics.com Include your order number and the email address associated with the purchase so the team can locate the transaction.
Can CTR Electronics refund sales tax after an order has been placed?
Sales tax cannot be refunded for orders placed before the account's tax-exempt registration is approved.
Submit your exemption paperwork and wait for confirmation before ordering.
Purchase Orders
Do you accept Purchase Orders (POs)?
Yes, from eligible U.S.-based organizations (subject to approval and a $250 minimum merchandise subtotal for NET30 terms).
Open purchase orders are not accepted; orders require either a one-off placement where the PO closes out immediately or a standard itemized PO.
Who should I contact about a purchase order?
Email sales@ctr-electronics.com and include your webstore order number, PO number, and a short description of your question.
For detailed instructions, see the Purchase Order Guide.
How do I place an order using a Purchase Order?
- Create a Team Account and log in.
- Add items to your cart (minimum $250 merchandise subtotal) and select "Checkout with PO" (Net 30) as your payment method, entering your PO number.
- Email a signed PDF of your purchase order to sales@ctr-electronics.com within two business days to secure inventory. Your PO must include the organization's legal name, complete billing address, authorized signature, valid phone number, PO number, and itemized SKUs, quantities, and prices (or an approved blanket description).
What are the payment terms for purchase orders?
Approved purchase orders use Net 30 terms, meaning payment is due within 30 days of the invoice date. The invoice is issued when the order is fulfilled.
You can also pay via credit card, ACH or wire transfer (additional fees may apply).
See the Purchase Order Guide.
Can I use expedited shipping with a purchase order?
You may select an available expedited shipping option at checkout, but the usual PO review and approval process still applies. Shipping transit estimates begin when the order is fulfilled, not when the order is first submitted. See the Shipping Policy.
What happens if my purchase order invoice is paid late?
Late or missed payments may affect your organization's ability to place future purchase orders.
For questions about an outstanding invoice or account status, contact accounting@ctr-electronics.com.
Orders & Shipping
Who should I contact about shipping questions?
For order processing, shipping options, or an order that has not shipped, email sales@ctr-electronics.com. If your package has already shipped, you can also check tracking information or contact UPS.
When will my order ship, and what are the shipping methods?
In-stock orders placed Monday through Friday by 1:00 PM EST typically ship the same day. We ship via UPS (ground transit times can be estimated using the UPS Maps Tool with zip code 48042). Freight or palletized shipping is available for large domestic orders by contacting sales@ctr-electronics.com. We do not ship to PO Boxes, APO, or FPO addresses.
Please note that shipping timelines are estimates, not guarantees. Fulfillment times may be longer during peak seasons or due to other unforeseen circumstances.
See the Shipping Policy.
Does CTR Electronics offer free shipping?
Eligible domestic orders over $750 may qualify for free shipping. Exclusions and restrictions may apply. The shipping options and charges shown at checkout are the best reference for a specific order.
You also have the option to pick up your order locally at our Macomb Township, Michigan location.
See the Shipping Policy.
Can I request expedited shipping?
Available shipping methods depend on the products in your order and the destination. Check the shipping options at checkout. Expedited shipping does not necessarily shorten order processing time, and transit times are estimates.
See the Shipping Policy.
Are delivery dates guaranteed?
No. Published shipping and transit times are estimates and are not guaranteed. Carrier delays, holidays, weather, and other circumstances may affect delivery. For ground transit estimates, use the UPS Shipping Maps Tool and enter ZIP code 48042 as the ship-from ZIP code.
Why hasn't my order shipped yet?
First, check whether your order contains a backordered item. CTR Electronics ships orders complete, so an order containing both in-stock and backordered items will be held until all items are available. If your order items are not backordered and the expected processing time has passed, email sales@ctr-electronics.com with your order number. See the Shipping Policy.
What happens if my order contains a backordered item?
CTR Electronics ships orders complete. If any item is backordered, the entire order will wait until all items are available. Some orders containing backordered items may not qualify for free shipping. Contact sales@ctr-electronics.com with questions.
See the Shipping Policy.
Do you offer in-store pickup?
Free in-store pickup is available at our Macomb, MI location (16065 Leone Dr) Monday through Friday, 9:00 AM to 5:00 PM; select pickup at checkout and wait for confirmation. Check the website for holiday closure updates.
Does CTR Electronics ship to PO Boxes, APO, or FPO addresses?
No. CTR Electronics does not ship to PO Boxes, APO addresses, or FPO addresses. See the Shipping Policy.
Are there shipping restrictions for certain products?
Yes. Some products may have restrictions based on the shipping method, item size or weight, destination, or applicable carrier requirements. Review the product page and the shipping options available at checkout.
For assistance, contact sales@ctr-electronics.com.
Do you ship internationally?
Yes, we offer international UPS shipping (UPS Standard, Worldwide Expedited, Worldwide Saver, and Worldwide Express). International customers are fully responsible for all import duties, VAT/GST, tariffs, brokerage fees, customs clearance, and associated return shipping or tax costs.
Learn more about International Orders.
International Orders
How long does international shipping take?
Transit times depend on the destination, shipping service, customs processing, and carrier conditions.
For current estimates, consult the UPS International Shipping Services page. Carrier estimates begin when UPS receives the package. See the International Orders Policy.
Will I have to pay customs duties or import taxes on an international order?
International customers are responsible for applicable import duties, VAT or GST, tariffs, brokerage fees, and other government or customs charges. These charges are separate from the purchase price and shipping charges.
See the International Orders Policy.
Who is responsible for customs clearance?
The recipient is responsible for customs clearance and for providing required information or paying applicable charges. Customs procedures vary by destination. See the International Orders Policy.
What happens if I refuse an international shipment because of import fees?
Refusing a shipment or failing to pay required import charges may result in the package being returned, abandoned, or disposed of. Refunds or replacements are not guaranteed in these circumstances. Review the International Orders Policy before ordering.
What if customs delays my international order?
Customs inspections, documentation requirements, government actions, and carrier disruptions can delay delivery. CTR Electronics cannot guarantee international delivery dates.
See the International Orders Policy.
Can I return an international order?
International returns are subject to the Warranty and Returns Policy. Customers may be responsible for return shipping, customs charges, brokerage fees, and applicable restocking fees. You must contact sales@ctr-electronics.com before returning a product.
Account & Login Help
What types of accounts are available?
Personal Account: Created automatically upon your first login or purchase; used for individual purchases and accessing digital items like Phoenix licenses.
Team Account: Designed for schools, FRC teams, and small groups requiring multiple users or purchase order functionality. Personal accounts can apply to upgrade to a Team Account.
See the Accounts Guide.
Questions? Contact sales@ctr-electronics.com.
How do I create a CTR Electronics account?
Visit the CTR Electronics Store and follow the sign-in or account creation process. A Personal Account is created through the standard account process. If you need a Team Account, submit the Team Account Application.
Questions? Contact sales@ctr-electronics.com.
How do I apply for a Team Account?
Submit the Team Account Application. Applications are reviewed, and processing typically takes 1–3 business days. Review the Accounts Guide for eligibility and requirements.
How do I recover my password or access?
Use the Password Recovery page to enter your email and follow the reset instructions. If you do not receive the email, check your spam folder or contact sales@ctr-electronics.com.
What should I do if I don't receive a password reset email?
Check your spam or junk folder and confirm that you entered the email address associated with your account. If the email still does not arrive, contact sales@ctr-electronics.com for account assistance.
Returns & RMA's
What is the return and restocking policy?
Unopened products can be returned within 10 days of purchase by emailing sales@ctr-electronics.com to obtain an RMA number and required form. A restocking fee of up to 25% may apply for damaged packaging, items that cannot be resold, or items requiring extra inspection. Programming and software purchases are strictly non-refundable.
Review the Warranty and Returns Policy.
How do I return a product?
Email sales@ctr-electronics.com to request a Return Merchandise Authorization (RMA) number and the required RMA form. Do not ship a product back until you have received authorization and instructions.
Review the Warranty and Returns Policy.
What should I do if my order arrives damaged, incorrect, or incomplete?
Email sales@ctr-electronics.com within 10 days of receiving the shipment. Include your order number, a description of the problem, and photos of any damage or incorrect items.
See the Warranty and Returns Policy.
How do warranty claims work?
Covered products feature a 90-day warranty against manufacturing, material, and workmanship defects under normal use (damage from abuse, miswiring, alterations, or competition is excluded). Contact support@ctr-electronics.com with a description of the issue, purchase date, and place of purchase to initiate a claim and receive an RMA.
Review the Warranty and Returns Policy.
Who should I contact about a warranty claim versus a regular return?
Contact support@ctr-electronics.com for warranty claims and support@ctr-electronics.com for regular returns. Both processes require following the applicable RMA instructions.
Software & Licensing (Phoenix & Tuner X)
What is Phoenix software and what are the versions?
Phoenix is a software framework used to program, configure, and monitor CTR Electronics hardware. Phoenix 5 is a legacy framework, while Phoenix 6 is the modern redesigned framework with updated APIs (supporting C++, Java, and Python for FRC). Basic functionality is free, while advanced features (like FOC, advanced sensor integration, and data logging) require an optional Phoenix Pro license.
Visit the CTR Electronics Software page and the Phoenix Documentation Portal.
What is the difference between Phoenix 6 and Phoenix Pro?
Phoenix 6 is the software framework and API. Its core functionality is available without a Phoenix Pro license. Phoenix Pro is an optional paid license that unlocks designated advanced features on compatible devices. See the CTR Electronics Software page and the Phoenix 6 Documentation Portal.
Is Phoenix software free to use?
The Phoenix 6 API is free to use. Some advanced Phoenix Pro features require a separate paid license on compatible hardware. See the CTR Electronics Software page for downloads and licensing information.
What is a Phoenix Pro license?
A Phoenix Pro license enables designated advanced features on supported, licensed hardware. Not every device or feature requires a license. Check the Phoenix 6 Documentation Portal for feature requirements and the CTR Electronics Software page for licensing information.
How do I transfer a Phoenix Pro license to another user?
Contact sales@ctr-electronics.com from the email address currently associated with the license and include the email address of the intended recipient. License transfer eligibility and process depend on the license type.
Where can I find software downloads, documentation, and CAD files?
Visit the CTR Electronics Software Downloads page. It links to current Phoenix libraries, tools, firmware resources, and archived versions.
For CAD files- Browse the CTR Electronics Device CADs Repository on GitHub.
Motor Testing
What is the Motor Testing Lab?
The Motor Testing Lab is an online resource for dynamometer testing information and motor performance data for selected brushless DC motors.
Visit the Motor Testing Lab.
Where can I find motor performance data?
Use the Motor Data and Performance Curves page to compare available motors and review published performance data.
What can I learn from motor performance curves?
Depending on the selected motor and graph, the data can show relationships among torque, speed, current, power, and efficiency. Use the curves to inform preliminary motor selection and drivetrain analysis.
Visit the Motor Testing Lab.
Can I compare different motors using the Motor Testing Lab?
Yes. The lab lets you compare published data for selected motors. Make sure you understand the test conditions and compare equivalent measurements.
Visit the Motor Data and Performance Curves.
Custom Solutions
Do you offer custom engineering services?
Yes. CTR Electronics works with organizations on custom control systems, embedded hardware, firmware, motor control, sensing, and robotics solutions. Learn more on the Custom Engineering and Robotics Consulting page.
Does CTR Electronics offer prototyping and testing support?
Prototyping, testing, and validation support may be included depending on the project scope. Describe your goals, performance requirements, and timeline when contacting sales@ctr-electronics.com.
Can CTR Electronics develop custom firmware or software interfaces?
Yes. Potential services include embedded firmware architecture, custom features, secure update workflows, software interfaces, APIs, and application-layer development. See the Custom Engineering and Robotics Consulting page.
Can CTR Electronics help take a project from concept to production?
CTR Electronics can support projects through stages such as design, prototyping, testing, and validation, depending on the scope. The specific deliverables and production support are determined during project discussions. See the Custom Engineering and Robotics Consulting page.
Does CTR Electronics work outside the competitive robotics industry?
Yes. CTR Electronics also works with organizations in areas such as industrial automation, autonomous systems, material handling, aquatic propulsion, and outdoor equipment. Project acceptance depends on requirements and feasibility. Learn more about Custom Engineering and Robotics Consulting.
How do I request a custom engineering consultation or proposal?
Email sales@ctr-electronics.com with a project overview, technical requirements, intended application, operating environment, performance goals, constraints, and target timeline. CTR Electronics can review the information and discuss feasibility and next steps.