FAQ & Support

Shipping & Delivery 

What shipping method do we use?

We have three shipping methods, they are Flat Rate Shipping, Standard Shipping, and Expedited Shipping. For a detailed explanation of each shipping method, destinations and approximate delivery times, please check Shipping Information to get more details.

What countries do we deliver to?

We can deliver orders to most countries in the world. Goods are sent from our warehouse by courier and delivered directly to your door (home or company address). Please check Shipping Information to get more details.

Can couriers deliver to remote areas?

Yes, wherever you are, we will be able to deliver the products to you.
FedEx or DHL might in some cases apply a nominal "remote area charge". This is very rare but can happen when your delivery address is too far from the main logistics centers.

If your address is located in a remote area for the courier of your choice, we will contact you to discuss the issue. You will need to pay an extra $30 to cover the remote shipping fees from FedEx or DHL. However, if you do not want to pay any additional fees, we would suggest that you ship your order with EMS (Standard Shipping) or Flat Rate Shipping. We will refund you the difference in the shipping fee.

Can you ship to a PO Box or APO address?

We strongly recommend that you provide a physical address to facilitate order delivery.

If you really need to ship the package to a PO BOX then you will need to please select Flat Rate Shipping as the shipping method and only order items that weigh 2kg or less. For heavier items, you will need to select an alternate address.

We are sorry but both DHL and FedEx are unable to deliver items to APO or PO BOX addresses.

If an item is missing a manual

Some of our products are supposed to ship with a manual but...

1.sometimes the manual just isn't very good, and you need more help with the product.

1sometimes we made a mistake and the manual was not put in the box.

2sometimes the product is new, and the manufacturer manual was so dire, we took it out

3sometimes the manufacturer thought they were only selling this product B2B, so there is no manual.

Here's how we'll help:

1. Contact us with your order number and the product code. Explain whether there was a missing manual, or what aspect of the product's function you need help with.

2. If a manual was omitted accidentally, we'll give you a link where you can download it.

3. If the product has no manual, chances are we are already working on making one ourselves, and we'll send that to you when it's done.

Currently, we only offer English manuals for all our products.

If an item is missing accessories such as earphones or a cable

First, check the details in the product description again on our website to make sure it is supposed to have what you think it should.

If you're really missing something, please contact us, and here's how we'll handle it:

1. Give us your order number and the product code.

2. If the missing part is hard to describe, please provide a photo and reference a similar product photo on our website

3. If we confirm something is missing, we'll send it out to you free of charge.

If your item is delivered missing some of its parts

If a key part of your product is missing on delivery, here is how we can solve the problem for you:

1. Contact us first, with your order number and product code; we will help to clarify what part is missing.

2. For major, expensive and integral product parts we may need to follow it up as a "lost/stolen in delivery"

3. If the part is small or an accessory, we will most likely be able to help you by simply re-sending it.

If you receive a multi-item delivery with some items missing

Is something missing from your order? Then simply follow these steps:

1. Unpack all the products because sometimes our packing staff may place smaller items inside the boxes of bigger items to save space.

2. Check the status and comments of your order on the website, and see if you received any emails from us about the order. It's possible we split your order into more than one delivery to speed things up.

3. Next, you should contact us to explain the problem. Provide your order number and clearly describe which item(s) is missing. We can cross-check our warehouse records to show that the correct products were indeed packed and dispatched... meaning that the item(s) went missing during shipping and has been lost/stolen. (This is very rare, but it can happen.)

4. If it is definitely a lost/stolen item issue, you need to contact the courier company that delivered your item and registers a formal complaint. You must do this as soon as possible following delivery. The tracking number is available from the packaging and from your order history on our website. It's imperative that you, or the recipient of the delivery, contact the courier company directly and follows the steps in their incident reporting system. They will provide you with confirmation of your complaint, and we can then confirm the incident on our side when we speak to the courier.

5. In order to combat fraud, we cannot independently verify lost/stolen item complaints. This means that we have to wait for the decision of the courier company about whether they accept the claim to provide compensation. If they accept the claim, depending on the case they will either offer you compensation or, more commonly, compensate us. In that case, we will inform you and either pass on the refund directly or make a new delivery to you - it will be your choice to make.

6. Sometimes the confirmation process from the courier can take a while, and you could consider making a new order on our website in the meantime if you need the products urgently. 

If there is some problem receiving the delivery due to Customs

Usually, when you import goods from us, the packet will be inspected by your local Customs office.

There's usually no reason to worry because:

1. We provide all the necessary paperwork for your shipment;

2. In most countries it's pretty easy to import most kinds of consumer electronics;

3. The actual process of customs clearance is usually handled completely by the delivery company (e.g. UPS, FedEx, DHL);

4. If there is any duty (import tax) or other charges to pay, the courier will usually pay it first and deliver the products to you, and you pay the costs later.

5. We keep track of all our deliveries. In the event that an order is delayed in customs or experiencing other issues, please feel free to contact us and we will contact the shipping agent on your behalf.

Customs Liability

1. If any reason, the products cannot be delivered to you due to a Customs problem, we will discuss with your case by case about how to handle the issue(s).

2. If goods cannot be delivered due to restrictions in your own country, this is solely your responsibility. For example, if you decided to try to import an Android phone, but this technology is illegal or restricted due to local laws in the delivery destination country, that is your responsibility to know about before you order from us. If the delivery failed for that reason, we cannot offer any compensation, because as the importer it's your job to know about the local regulations. Another situation in which you must accept liability is where your country requires you to have a license to import commercial goods: in this case, it is your responsibility to know about this before you place an order on our website, and in the case of a failed delivery, we cannot offer any compensation.

3. As the importer, you hold sole legal responsibility for responding to questions about imported goods delivered to yourself. Import duties, sales tax, and any other customs charges and fees are your sole responsibility, as described in our terms and conditions. If a delivery fails because you do not respond in time to Customs communications, or you refuse to pay the applicable charges, we cannot offer any compensation.

Payment

Can I pay COD - cash on delivery?

No. Sorry. We can only accept payment in advance. You can use one of our secure payment methods to pay for your order. Please check Payment Methods.

Payment Methods Accepted

We primarily use PayPal to process secure online payments. Through PayPal, we accept MasterCard, VISA, American Express, Cashu, Webmoney, Boleto, Discover, and bank transfer (debit card).

What is PayPal?

PayPal offers a highly secure method to send money from your credit card, bank account, or stored online credit, without telling online shops your confidential credit card numbers. Our staff will never ask you for your full credit card numbers or PayPal login details. For your own security, please do not give this information to anyone (including our staff) and do not click on links inside emails purporting to be from PayPal. Please check on their relevant information pages for specific details. 

Warranty & Return

My Product Has A Problem! What Can I Do?

What to do in 3 steps:

Step 1

Try to troubleshoot the item by checking the manual we provide in the package. Often we can solve the problem for you without you needing to send anything back. In many cases, the product seems to have a problem, but it can be solved by restarting, installing properly, or fixing an accessory.

Step 2

If you still have difficulties with your item especially for complicated products such as Car DVD Players, GPS or TV Boxes, we will recommend that you get the product installed or inspected by a qualified technician to confirm that it is faulty rather than incorrectly installed.

Step 3

Once you have confirmed the product is faulty after steps 1 and 2, you should contact us. Provide your order number and the product code and all the steps you have tried to remedy this issue. We will review your case to allow a return under warranty.
You are covered by our 180 Day guarantee.
So if the product doesn't work, we'll help you send it back to our returns address.

What if the product is broken?

If any product is faulty, you are protected under our Warranty.

1. Assuming the product is still in warranty and was not physically damaged, you can return it to us and we will repair it, or give you an equivalent replacement product.

2. All return cases are handled under our RMA policy: please consult customer support and do not send back any products without obtaining an assigned RMA case number from us.

3. Under the wholesale terms and conditions, customers must pay the cost of shipping to return authorized RMA products back to us. In the case of sending back repaired or replacement items, we pay the return shipping cost back to you. 

Why Should I Buy the Delivery Insurance and Tracking number in the Checkout?

Our Insurance Benefits
Your parcel will be guaranteed in the event of any loss or damage during the international delivery.
We will offer 2 options
- Resend the parcel for free ( if applicable)
- Refund the product and shipping fee

Compensation Process
For lost parcels compensation will be completed after confirming

1. The order was shipped at the right address

2. The local post office in the destination's country does not hold the parcel

3. The delivery deadline has been reached

If you receive an item physically broken, please contact us immediately here with clear pictures of the item and its SKU number and its package. We will open a claim with the shipper and offer the compensation accordingly.

Order Status

How to check my order status?

Log into " My Account " ;
Enter into " My Orders " ;
Once we have received your payment, all our orders will show various order status stages before being shipped out.
Please check the meaning of these order status messages in the table below.

What does my order status mean?

Type1 - Order Status List For Paid Orders

Order status

What does it mean

Paid

You have just paid your order successfully.
What you can do :
Please wait for a few minutes. Our server will upload your order shortly and we will start to process your order. Thank you for your patience.

Processing

Your payment has been received.
Generally, "processing" will take 3-10 business days* and includes 3 steps :
1. Receive and allocate stock to your order
2. Complete quality control for your items
3. Pack your items
*For more information about our dispatch time for your specific item, please refer to the product page and see i.e "Dispatch time: Ships with 7-15 days".
What you can do :
You can contact us to edit the address or the items if necessary

Partial Order dispatched

Some items of your order have been collected by the shipper while other items are still being prepared.
What you can do :
Dispatched items cannot be modified. However, you can contact us to change the remaining items.
We will send them out as soon as possible.

Dispatched

Your order has left our warehouse and has been collected by the shipper.
What you can do :
Please kindly wait, we will send the detailed delivery information by email. We can't edit the order at this point.

Partial order shipped

A part of your order has been sent out. You will receive your delivery soon.
We will send the remaining items out as soon as possible.
What you can do :
For the item that are shipped items, you can:
-Follow up the delivery based on the information indicated in your account
-If you've chosen free shipping and haven't purchased a tracking number, we kindly ask to wait for your order 10-25 working days (low season). Kindly note that during peak season deliveries can be longer. Learn more about this, please check Shipping information 

Shipped Out

Your order has been sent out to you.
What you can do :
- Follow up your delivery based on the information indicated in your account.
-If you've chosen free shipping and haven't purchased a tracking number, we kindly ask to wait for your order 10-25 working days (normal season). Kindly note that during peak season deliveries can be longer. Learn more about this, please check Shipping information

 

Type2 - Order Status for Unpaid Or Inactive Orders

Order status

What it means

Continue To Pay

You have not paid for your order yet.
You are welcome to pay your order now.
Unpaid orders with standard items are canceled after 24 hours, and with limited stock/time deals (e.g. flash sales and clearance) are canceled after 30 minutes.

Pending

You have attempted to pay us probably by PayPal e-check. At this time, we haven't received your payment yet, please check your PayPal account or bank account balance and confirm whether your funds are sufficient.
What you can do :
For a faster process, please send us via the ticket center, your PayPal transaction ID or your bank receipt showing the payment has been successful. 

Payment Authorized

The item is the pre-sale. You have authorized PayPal to deduct money for this order.
What you can do :
1. Please kindly wait. Once the goods are ready we will deduct your payment and ship the order.
2. If you want to cancel the order, please contact us through our Support Center.

Payment Failed

We haven't received your payment yet, please check your PayPal account or bank account balance and confirm whether your funds are sufficient.
What you can do :
1. If you still want the order, please send us a ticket via Support Center, our customer service will send an invoice to you to repay it.
2. If you want to cancel it, please contact us by clicking Support Center.

Canceled

Your unpaid order is canceled
What you can do :
Please feel free to place a new order.

Refunded

Your order has been refunded on our side.
What you can do :
For PayPal payment, please wait for 3 to 7 working days for the transaction to appear on your account. As for credit card payment, the refund will be completed within 7 to 25 working days depending on your service provider.

 

Return & After Service 

RETURN AND AFTER-SALES FAQ

1. How to apply for a return (RMA) or after sales services?

You can request a return by applying for an RMA (Return Merchandise Authorization) once the order is delivered. Please refer to the specific warranty time-frame for your product.

2. What if I have not applied for an RMA but a Customer Service agent offered me an after-sales solution, where can I check my RMA status?

You can check R.M.A status in your account in the RMA list page.

3. I have selected my preferred RMA solution in “RMA Type”, will you follow my recommendation or offer alternatives?

Our Customer Service will follow your recommendation as long as it is applicable to your case according to our warranty policy.

4.What if after an RMA has been issued, the product finally works and I do not need to return the item anymore. What to do then?

Please kindly inform our Customer Service via our Support Center. Our Customer Service will close the RMA application for you.

5.What if after an RMA has been issued and I find out that there are more problems for other items in the same order?

You can apply for several types of RMA within one order. However, we will resolve all after-sales issues one by one. In other words, we will resolve the previous problem first then the second one, next. If you need after sales service for different orders at the same time, please submit a separate RMA request for each order.

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