Frequently Asked Question
Do I need to get approval for returns and refunds?
All returns must be approved prior to being processed. For all inquiries, cancellations, returns, and/or refunds please contact us at firstname.lastname@example.org or call at 647-646-3350.
What is your refund policy?
100% Satisfaction Guarantee: If you aren't satisfied with the product, you may return it for any reason within the first 15 days of having received it for a Refund:
- You are responsible for shipping the device back. The Serial number/IMEI of the item that you are trying to send back to us MUST match the item we have sold to you as we track this number to each order. The original shipping cost of the purchase and the transaction fee of 2.9% is not refunded.
- If the product was sold as a 'New Item' (e.g.: Brand New Sealed/Open Box/New/etc.) and is returned opened and/or used, a 15% Restocking Fee may be applicable.*(Additionally, it must include all originally included accessories as well. Otherwise, further fees may apply).
Who pays for the shipping?
- For regular returns, the Buyer pays return shipping and original shipping cost is not refundable.
- If an item is defective (not caused by the user), we cover shipping fees both ways (contact us before for approval).
What are the hours of online customer service? Are you open on weekends?
Hours of Operation: 8:30 AM – 9:30 PM EST, Monday-Sunday excl. Canadian Holidays
What are some of the things I should consider when returning an item?
The Serial number/IMEI of the item that you are trying to send back to us MUST match the item we have sold to you as we track this number to each order. If you are trying to send back an item that is not ours, we will not allow for the return. For Apple phones and tablets, the Find My iPhone feature must be turned off prior to you sending us back the device. All devices are checked for Activation lock prior to being sent out to our customers, and thus, if there is an activation lock on the item, this has been linked to your account. We will check the item for activation lock and send instructions accordingly as to how to remove it. If you are unsuccessful in disabling the Find My iPhone feature, the return will not be accepted. If the item was tampered/altered when received, the return will not be accepted, and the device will be sent back to you as is.
Are the products tested before being shipped to customers?
All units are tested by our expert technical & production team before being made available for purchases.
What kind of accessories does my phone come with?
Phones come with non-OEM charging cable.
Do these products have any major or minor functional defects?
Upon inspection, each item is given a grade. Our grading system reflects any major or minor defects.
Do you take bulk orders?
You can contact us on 647-646-3350 or write to us on email@example.com.
How genuine is it to buy products from your website?
We have been in this business for over 5 years and each and every product is inspected for authenticity and goes through a rigorous inspection process. We value every customer who buys from us and ensure that they get the best buying experience through us.
What do I do if I am not happy with the device I ordered?
You can request a refund, however if the unit is not defective, the Buyer pays return shipping. The original shipping cost of the purchase and the transaction fee of 2.9% is not refunded.
What if my package arrives damaged?
We do not face this problem or issues very often as we take complete precautionary steps to ensure that we provide damage free packaging on all our products. We advise the customer to refuse the shipment if the damages are visible. If the package is accepted and the damages are found later, the customer must notify us immediately within 1-2 days with pictures of the condition of the box and the unit. We then file for claims and once we receive a claims number, customers can request a replacement or refund.
Is exchange available for a product?
We do not offer any exchanges. We offer refunds or replacement on the product purchased.
Whom should I contact in case I have any concerns with my order?
You can contact our customer service department for any concerns relating to the order. You can contact us on 647-646-3350 or write to us on firstname.lastname@example.org and we can respond within 24-48 hours on your query.
How long does it take for an item to ship?
We ship within 1 business day of receiving payment and you will receive the item within 1-6 business days depending on the shipment method selected by you during checkout. We ship Monday through Friday so items purchased Friday afternoon and later will be shipped out on Monday.
Can I modify my order after the purchase?
No, you cannot modify the order after you have made the final purchase, you would need to request a cancellation.