Frequently Asked Questions

After-sale Questions 5 questions
  • One or more items are missing from my order. What can I do?

    Below please find enlisted some of the most common reasons:

    . The order was split: check if your order has been split on the My Orders page of your account;
    . We made a mistake: on rare occasions, an item may not have been placed in the right package;
    The parcel was damaged or some items were removed: your package may have been opened or damaged during its delivery. It is also possible that one or more items have fallen out.

    If the status of your order shows that it was not split, please do not hesitate to contact us. 

  • My product arrived faulty/damaged/different. What can I do?

    You can take some photos or a short video showing the content of the package you received and contact us. Please also include your order number and a photo of the shipping label. We will do our best to assist you shortly after receiving your query.

  • How long will it take to receive my refund?

    Our refund process is optimized for speed, refund requests are, by default sent back into the original payment method used.

    The estimated time for the refund to return to your account is based on the payment method you selected when placing your order.

    And we will inform you by e-mail after your refund request has been approved.

  • Can I return or exchange a product?

    1. You can apply to return within 30 days after receipt of the goods (Except custom goods). Please make sure the outside package is intact, and products is in original condition. We will arrange your refund according to the relevant provisions once package received.

    2. Return process: You Apply for Return – Approve Return – You Arrange Return – Receive Products and make Inspection – We arrange Refund;

    3. We will bear the freight charges for returns caused by us, for instance the quality problem; As to returns caused by the client, customer should be responsible for the shipping fee;

    Please contact us before returning a product and we will give you more instructions on how to send it back to us.

  • Can I cancel my order?

    If you need to cancel your order, simply contact us and let us know you wish to cancel your order. If the order hasn’t shipped yet, we should be able to cancel it for you.

Customs & Taxs Questions 2 questions
  • How can I find out about my local import tariffs?

    Every country has its own import regulations and restrictions. You can contact or refer to the official website of your local post office or customs agency to estimate the amount of import duties you may have to pay.

    If you require any further information, please do not hesitate to contact us.

  • Do I need to pay import taxes and duties?

    You are responsible for all import taxes and duties that may be charged when your parcel passes through Customs. Many countries do not charge import duties on private items below a certain stated value. However, you may find that you have to pay taxes when goods you have ordered from us arrive in your country.

    We advise you to find out about the local regulations prior to ordering from us. Elecbee can not give you advice or information about tax rates and customs charges in your country.

    But if you refuse delivery of a parcel due to import duties or taxes, you assume all liability for all costs involved in returning the item to us.

Payment & Delivery Questions 5 questions
  • I can see that the status of my order shows “Delivered”, but I have not received my parcel. What can I do?

    Below are some steps and suggestions on how you can solve this issue:

    • Check if the shipping address of your order is correct;
    • Ask your neighbors, relatives or friends if they have received the parcel on your behalf;

    All orders reported as “delivered” by shipping companies are considered delivered. Elecbee cannot be made liable of non-delivery in this case.

  • How can I track my order?

    You can track your order in different parts of our website according to its current status.

    Processing: you can check its status in the “My Orders” section of your Elecbee account.

    Shipped: once your order has been shipped, you will receive an e-mail from us with the tracking code and a link where to track it.

  • Can you ship to my country?

    We can ship our products to almost every country through FEDEX,DHL or UPS.

    While you choose to ship through E-PACKET, We can only ship to:

    Asia Japan, Thailand, Israel, Russia, Hong Kong(China), Korea, Malaysia, Turkey, Saudi Arabia, Singapore and China.
    Europe Ukraine, Spain, United Kingdom, France, Germany, Norway, Denmark, Netherlands, Finland, Austria, Hungary, Poland, Ireland, Belgium, Italy, Sweden, Portugal, Switzerland, Luxembourg and Greece.
    North America The United States, Canada, Mexico.
    Oceania New Zealand, Australia.

    If any further questions about  the shipment to your country, please try to contact us: support@elecbee.com, we’re pleased to help you!

    PS. All free shipping orders will be shipped through E-PACKET.

  • When will you arrange shipment?

    After confirming receipt of your payment, we will arrange the shipment as soon as possible and upload the courier number to the website for your easy tracking.

    Under normal circumstances, the product will be sent out within 48 hours, if the package cannot be send out timely due to special circumstances, we will contact you in advance and inform the specific reasons.

  • What forms of payment do you accept?

    Our main payment method include Paypal, Credit Card, Bank Transfer and so on. You could choose anyone at your convenience

Pre-sale Questions 3 questions
  • Can you ship to my country?

    We can ship our products to almost every country through FEDEX,DHL or UPS.

    While you choose to ship through E-PACKET, We can only ship to:

    Asia Japan, Thailand, Israel, Russia, Hong Kong(China), Korea, Malaysia, Turkey, Saudi Arabia, Singapore and China.
    Europe Ukraine, Spain, United Kingdom, France, Germany, Norway, Denmark, Netherlands, Finland, Austria, Hungary, Poland, Ireland, Belgium, Italy, Sweden, Portugal, Switzerland, Luxembourg and Greece.
    North America The United States, Canada, Mexico.
    Oceania New Zealand, Australia.

    If any further questions about  the shipment to your country, please try to contact us: support@elecbee.com, we’re pleased to help you!

    PS. All free shipping orders will be shipped through E-PACKET.

  • What is the warranty on your products?

    Elecbee offers a one year warranty. If you believe that a product you purchased from us is defective, please contact us and we will either fix the problem or, after verifying that the product is defective, we will exchange the item for a new one (if it falls within the warranty period). You will need to send the product back to our factory for testing.

    For additional warranty information, please see our return policy page.

  • I have a question or I’m looking for advice on what to order. What should I do?

    Our sales representatives are here to assist and advise you. Contact us and we will gladly assist you.

No questions matching current filter
© 2016-- Copyright Elecbee.com All Rights Reserved |