Question: Is installation offered for all products?
Answer: Installation and demo are offered for certain items by producers through an authorised service provider. Please check the individual product page to see if these services are offered for the item.
Question: May I place the order by phone?
Answer: To provide us the accurate information and keep financial safety, we hereby request all orders are placed through the on-line store. If You need help with the search of a product or there are questions, we will be glad to help You with it by phone.
Question: How fast can I receive my order? How soon will it be sent?
Answer: The list below shows usual/average delivery times. Please note that these are just estimates and it can sometimes take more or less time for your order to be delivered.
- Canada: 7-10 days;
- United States: 9-12 days;
- Europe: 12 - 19 days;
- Australia: 14 -21 days;
- Other countries: 15-19 days.
Estimated delivery time depends on the following factors:
- Product's availability on the store
- The destination to which you want the order shipped
Question: What do the different tags like "In Stock", "Not Available" mean?
Answer: For items listed as "In Stock", Sellers will mention the delivery time based on your location (usually 7 -10 business days, 9 -12 business days or 12 -19 business days in areas where standard courier service is available).
For items listed as "Not Available" we might not have the item in stock but can procure it when an order is placed for the item. The delivery time will depend on the estimated procurement time and the estimated shipping time to your location.
For items listed as “Preorder” or “Forthcoming” are expected to be released soon and can be pre-booked for you. The item will be shipped to you on the day of it's official release launch and will reach you in 16 to 21 business days. The Preorder duration varies from item to item. Once known, release time and date is mentioned.
For items listed as “Out of Stock”, currently, these items are not available for sale.
Question: How to combine two or several orders in one?
Answer: Combining of orders, unfortunately, is technically impossible.
However, You can cancel your original order and create the new one with added goods. Pay attention that order can be canceled only before shipment.
Question: I tried to make the order and got refusal because of “gateway error”, what does it mean?
Answer: More often that means that billing information is entered incorrectly. We recommend You to check the information written on your credit card and try to enter payment information again.
Question: Why do I see that my basket is empty, or why can’t I add more than one thing?
Answer: The most widespread problem is the outdated version of a web browser. We recommend You to update the browser to the latest available version. Other possible problems may be coming from the security settings in your browser. To prevent this You can clean a browser cache, or change browser security settings.
Question: How long will it take to process returns?
Answer: After the warehouse receives your return, it generally takes 5-7 business days to process your return.
Please keep in mind that your bank typically posts credit in the billing cycle in which it was received. Therefore, the number of days it takes for credit to post to your account may vary, depending on your bank’s billing and credit schedule.
Question: What if my product was damaged?
Answer: Please DO NOT dispose of the damaged product until you have contacted our customer service. We will ship free og charge a replacement order out to you as soon as possible. Orders will be delivered via the most efficient shipping method available.
Question: How to return goods or to make a complaint?
Answer: You have the right to refuse ordered goods before its receiving at any time, and after receiving – within 10 days. Return of goods is possible if vendibility and want-satisfying qualities are saved, goods of appropriate quality with no defects and there is an ORDER ID (to find your order in our database). If You refuse goods, the online store refunds You the cost of the goods, except for delivery cost.
You can return goods of inadequate quality to the manufacturer or the seller and demand refund of the paid sum of money during guaranty period or an expiration date. The customer also has the right to demand replacement of goods of inadequate quality or elimination of insufficiencies.
In both cases, refund is made not later than 10 days from the date when customer’s claim for refund is received by the seller.
Question: What if my order was never received, even if it was reported as delivered?
Answer: If for any reason you never received your order even though it showed delivery confirmation, please contact the carrier first with this tracking information. The carrier will assist you in locating this order. If you have contacted the carrier and still failed to locate your order, please contact our customer service support at [email protected] immediately as we will be more than happy to assist you with the problem.
Question: My order was sent to the wrong address, can you change it?
Answer: When the order was sent, we aren’t able to change the delivery address.
Question: In what cases the return of goods will be denied?
Answer: The thing is damaged or broken, because it was used for other purposes or not according to the instructions. We will not be able to return the goods purchased from us to the service center if changes have been made to its scheme or design without agreement with the manufacturer.
- The hardware broke down due to the use of non-original accessories, errors in connecting other gadgets or installing incorrect software
- Masters will find that the item is out of order due to exposure to liquid, steam, high or low temperatures, and there will be foreign objects, substances or insects inside
- It turns out that there were attempts to open the equipment, to erase or change the factory number
- Damage caused by emergencies - earthquakes, terrorist attacks, wars and other force majeure (sincerely hope that no one will have to deal with this item)