We’ve received feedback from some Dinosaur Lab Pinball backers regarding replacement parts, assembly, shipping, and gameplay. We’re sorry for the inconvenience these issues may have caused.
To make it easier to find help, we’ve gathered the latest information, installation tips, and available solutions below.
If you experience an issue that is not covered here, please contact ROKR Customer Support at service@rokronline.com. Our team will help identify the problem and provide the appropriate support or replacement parts where needed.
This page will continue to be updated as new information and solutions become available.
For product specifications and general questions that are not related to a fault or replacement request, see the Dinosaur Lab Pinball FAQ.
Shipping & Replacement Parts
Why has my Dinosaur Lab Pinball reward not arrived yet?
Dinosaur Lab Pinball rewards are being shipped to Kickstarter backers in batches. Some shipments have taken longer than originally expected, and we sincerely apologize to backers affected by these delays.
If your tracking information has not been updated for an extended period or you have concerns about your shipment, please contact ROKR Customer Support with your backer or order information so we can help check the status.
I received my Dinosaur Lab Pinball, but my P42 replacement parts have not arrived. What should I do?
The P42 issue affected a portion of customers from earlier shipments. Affected customers should receive 11 P42 rubber rings, and the replacement parts have already been shipped separately.
Because the replacement parts and the main product may use different shipping arrangements, your P42 replacement may arrive a few days after your Dinosaur Lab Pinball.
Later shipments have already been packed with the complete set of P42 rubber rings and do not require an additional replacement.
If you believe you are affected and your replacement parts still have not arrived after allowing additional delivery time, please contact ROKR Customer Support.
Missing, Incorrect or Damaged Parts
What should I do if parts are missing from my Dinosaur Lab Pinball kit?
If you discover any missing parts during assembly, please contact ROKR Customer Support. We will verify the issue and arrange the appropriate replacement parts where needed.
To help us resolve your request faster, please provide:
- Your Kickstarter backer or order information
- The missing part number
- A photo of the relevant parts or assembly step, where possible
What should I do if I receive duplicated or incorrect parts?
We have received a small number of reports involving duplicated or incorrect components, including Q3 and Q4.
If you receive two identical parts where different parts are required, or notice any other incorrect component, please do not force the assembly. Contact our support team with the part numbers and a clear photo so we can help confirm the issue and arrange the correct part where needed.
What should I do if a part arrives damaged or breaks during assembly?
If a component arrives damaged or breaks during normal assembly, stop that assembly step where necessary and contact ROKR Customer Support.
Please include the affected part number and a clear photo of the damage. Our team will review the issue and provide the appropriate assistance or replacement parts.
J2 & J4 Installation
Why can Parts J2 and J4 crack during installation?
Based on recent after-sales cases, we found that overtightening the screws when installing Parts J2 and J4 may cause the plastic components around this area to crack.
Please take extra care when completing these assembly steps.
How should I install Parts J2 and J4 correctly?
Please follow these tips when installing J2 and J4:
- Use a manual screwdriver. Do not use an electric screwdriver or power tool.
- Tighten the screws slowly and gently.
- Tighten gradually rather than applying full force at once.
- Stop tightening once you feel clear resistance.
- The screws only need to hold the parts securely with no looseness. Do not tighten them as far as possible.
Following these steps will help reduce unnecessary stress on the plastic components while keeping the parts securely installed.
My J2 or J4 part has already cracked. What should I do?
Please stop assembly if the damage prevents the part from being installed correctly and contact ROKR Customer Support.
Send us your backer or order information, the affected part number, and a clear photo of the damaged area. Our team will help determine the appropriate solution.
Lubrication
Why might the lubricating grease not be included in my package?
Due to air transport restrictions involving grease and oil-based substances, the supplied lubricating grease may not be included in some international shipments.
We understand that this creates additional inconvenience for some customers and apologize for the extra step required during assembly.
What can I use if the lubricating grease is not included?
If your package does not contain the required lubricating grease, commonly available alternatives such as petroleum jelly, cooking oil, or wax can be used as indicated in our assembly guidance.
If you are unsure about where or how to apply a substitute, please contact ROKR Customer Support before proceeding.
Pinball Gameplay & Performance
What should I do if the ball launcher does not work smoothly?
We have received feedback from some players regarding the ball-launching experience.
First, check that the relevant components have been assembled correctly and that there are no parts obstructing the mechanism. If the launcher still does not operate as expected, please contact ROKR Customer Support.
A short video showing the launcher in operation is especially helpful and will allow our team to identify the issue more quickly.
What should I do if the scoring or gameplay does not work as expected?
If you experience abnormal scoring, sensor responses, ball movement, or other gameplay-related behavior, please contact our support team rather than attempting to modify the electronic or mechanical components yourself.
Please provide a brief description and, where possible, a short video showing the issue. This will help us determine whether the behavior is related to assembly, adjustment, or a component that requires further support.
Still Need Help?
If your issue is not listed above, please contact ROKR Customer Support at service@rokronline.com.
To help us resolve your case as quickly as possible, please include:
- Your Kickstarter backer or order information
- The affected part number, if applicable
- A clear description of the issue
- Photos or a short video showing the problem
We sincerely apologize to everyone who has experienced difficulties with their Dinosaur Lab Pinball. We also appreciate the patience and detailed feedback we have received from our backers.
Your feedback is being shared with our customer support, production, and product teams so that we can address current issues and continue improving the Dinosaur Lab Pinball experience.
Thank you again for supporting ROKR and helping bring Dinosaur Lab Pinball to life.
