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Our Newsletter


FAQ

If you are looking to send a question then please visit our Support section by clicking here. We will do our best to reply within 24-48 hours (Monday-Friday, exc. holidays).

Below are sets of frequently asked questions and their answers that have been sorted into categories. Please use the menu below to go directly to that category, or simply browse the page to find the question you have.


Categories:

  1. Account Queries

  2. Ordering

  3. Payment

  4. Delivery

  5. General Support


Account Queries

1. I don't want to register an account with your site. Can I checkout as a guest?

Absolutely. However, we strongly advise you to open an account with us. It takes just seconds to register, and brings you a whole host of benefits such as being able to track your orders.

If you would rather checkout as a guest, please just checkout as normal and follow the instructions on checkout page.

2. I am having trouble logging into n3dscart.com.

You need to login using your full e-mail address (example: john@smith.com) and password that you registered with. Please ensure you spell both correctly and do not have your Caps Lock key enabled.

If you are still unable to log in, please contact us with the Registered Email account. We will help you get up and running.

3. I forgot the e-mail address I used to register?

Unfortunately it may be best for you to simply register another account with us. Due to security concerns with account hijacking we may be unable to help you reclaim access to your account. However, please feel free to contact us and we will do our best to help.

4. I forgot the password to my account?

You will need access to the e-mail account that you registered with. Please click here to start the forgotten password process.

5. Can I change my delivery address?

Sure you can. For your convinience, we allow you to save several delivery addresses to your account (It's convinient for Drop shipping seller). Just go to your My Account page and there you can alter your delivery addresses in your Address Book.

Please note however, you are unable to change the delivery address of an order once it has been dispatched (Order Status are "Completed" or "Shipped"). However, if your order has not yet been processed and you would like to change the address, please contact us at your earliest convinience to ensure we can make the necessary changes in time.


Ordering

1.  I just placed an order. How long will it take to process?

N3DSCART aims to fulfill orders between 12-48 hours after payment has been received. Please click here to check your order status. However, in some cases, such as pre-order or when an item is out of stock, it may take longer to complete your order. If such an event was to occur, we will usually contact with you.

2. What does my order status mean ?

"Awaiting Payment" - Your payment sent is under Bank's manual review, usually takes less than 24 hours to complete;
"Awaiting Fulfillment" - Bank completes their review, waiting for our Financial Department to confirm the payment;
"Completed" - Payment confirmed, orders are switched over to shipping Department and will be shipped in 12 hours;
"Shipped" - Orders have left our shipping Department and are picked up by Postal Man, online track available 3 days later for Hongkong Register Airmail.
"Cancelled" - Payment review failed or payment cancelled, we cancelled your order.

3. I placed an order by accident or I would like to cancel an order I placed. Can I do so?

Providing your order has not yet been dispatched, you should be able to cancel your order. Please click here to check your order status. If your order is marked "Awaiting Payment" or "Awaiting Fullfillment" you may contact the customer support to have your order cancelled. However if your order appears as "Completed" or "Shipped", it is too late to cancel.

4. Can I add to, remove or edit items on my order?

Sorry, once you have placed an order, you are unable to make any changes. For any urgent concerns; please contact us as soon as you can and we will do our best to help you.


Payment

1. What payment methods do you currently accept?

We currently accept Credit Card online payment.

2. I'm worried about using my credit card to pay online, is it safe?

Our payment gateways offer the best in SSL encryption and process hundreds of thousands of transactions daily, so you can rest safe in the knowledge that your banking details are being transferred safely and securely.

Please note, your card details are handled solely by either of these payment sites. At no point do we keep your card data on file.

In the unlikely event of any problems, payment sites offer fantastic customer support and will do everything in their power to help you resolve any complications. We will also help in any way we can.

3. Where do I send my payment to?

Payment should be made during checkout. However, if there are any problems getting your payment to us, please use the contact forms provided to get in touch, we'll do our best to help you.

4. Can I pay by cash or by cheque/check?

Unfortunately not. We do not accept payment by either methods. Also, it is extremely unsafe to send cash through the postal system and therefore we do not recommend it.

5. Can I pay by bank transfer ?

Please get in touch with us if you wish to pay via banks transfer. We do allow it in most cases, but please note that sometimes there are fees for transferring money into foreign bank accounts, so please be aware you must pay these.

6. Do I have to pay for delivery? And if so, how do I pay?

The prices you see on the products do include delivery costs. Please see our relevant website pages for further information.

We also offer a different number of shipping options including express delivery, the cost of which will be calculated and charged at checkout.

8. How is sales tax and/or VAT paid?

For most packages shipped via Hongkong Airmail, declared value is  low and you do not need to pay for tax. 

However, please be aware that some countries may charge a customs import duty tax that you may have to pay, please check with your local customs office for further information, and contact us for customs value you needed.


Delivery

1. Where is my order?
     When will I receive my order?
     Has my order been dispatched yet?    

Please click here to check your order status. If you have any concerns that are not addressed here, please clicking here to get in touch.

2. What delivery companies do you use?

We use three different couriers. We use HongKong Post Airmail for standard shipping, which will be delivered in your country by your local or government postal agency, such as USPS, Royal Mail, DHL etc.

We also use either DHL or UPS for express shipping. You may choose what courier you wish to use during checkout. Please note that delivery costs will differ depending on the options you choose and the cost of the items you are paying for.

3. How can I track my delivery?

If you choose standard or free shipping, unfortunately your item cannot be traced once it has been dispatched. The postal service does not provide tracking details for these packages and neither we nor yourself can track them once they have left our warehouse. However, if you do have any concerns not related to tracking, please clicking here to get in touch.

Packages sent using registered or express shipping can be traced using the tracking/consignment numbers you were provided with in the product dispatch e-mail, or by visting your Completed Orders page in your My Account section.

Please use the following websites to track your items, for HongKong Post please click here, for DHL packages please click here and for UPS packages, please click here.

When tracking registered airmail via HongKong Post, please allow up to 3 working days for details to appear in the system. If you are asked for an Enquiry Reference Number it usually means details of your package are not yet available, so please try again in a few days time.

4. Can I swing by and pick up my order?

As our items are dispatched from our warehouse in China, we do not allow for picking up. What a shame though, we'd love to see you!

5. What countries do you ship to?

We ship worldwide. There may be particular locales that we might require additional information to ship to, however, if such a rare event were to occur, we will get in touch with you as soon as possible.

6. Can you please declare my item at a specified rate so I can avoid any import duty charge?

We will always do our best to help you regarding your countrys local import regulations but it may not always be feasible to declare such a low value on an order. Some packages are subject to inspection once they enter their destination country and if the customs officers decide a package is worth more than has been declared it may be either confiscated, delayed or even returned back to us.

Please leave any requests in the comments section of your order.

7. My order was dispatched X amount of days ago and I still haven't received it!?

If you chose standard or free shipping for your order, the delivery can take anything between 1-4 weeks to arrive, and in some cases even more. There is no way to track standard shipping items.

If you chose express shipping, you can track your items using the details provided (please see Delivery question #3 above).

Should your item be taking even longer than expected, please clicking here to get in touch and we will do our best to advise you.

8. My order arrived broken or faulty.

In very rare cases, the postal system may be a bit harsh on your package, so if you notice any immediate damage before signing for your delivery (express shipping only), we strongly suggest you do not sign for the package and instead inform the courier of the problem and have him send it back to us.

For more information on returns please see the Warranty & Returns policy page.

9. My order arrived but there are item(s) missing?

You will have been previously informed should your order have been posted to you in seperate deliveries. For example, if an item you ordered is out of stock or has a slower turn-around time than the other item(s) in your order, it may have been part shipped.

In very rare cases, somewhere along the postal system your package may be compromised, so if you notice any immediate problems or missing items before signing for your delivery (registered/express shipping only), we strongly suggest you do not sign for the package and instead inform the courier of the problem and have him send it back to us.

Should however, in an extremely rare case, any parts of your order be missing whilst appearing on the invoice, please contact us immediately.


General Support

1.  I've got a problem... Help me!

We're here to help! If at any time you'd like to get in touch, please use the forms provided and we'll do our best to get back to you within 24-48 hours.

2. I didn't receive an e-mail with tracking information/status after my package was dispatched? Can you send it again?

First, please check your spam folder or junk mail filter for the e-mail, as there is a chance it may have been incorrectly flagged as spam. If that is the case, please add the e-mail address to your e-mail accounts white-list or 'known senders' list.

If you can still not find the e-mail, you can find the same information in your My Account area. However, if you have any concerns that are not addressed here, please clicking here to get in touch.

3. What kind of warranty or guarantee do you offer on your products?

All the products we sell are products that we believe to be of high quality and reliability. We routinely check our entire range of stock for quality and never knowingly send out damaged or faulty goods.

We have a standard 7 day return policy in which any product can be returned without exception. If for some reason your product arrives defective; you may return it within these 7 days and request a refund or replacement. However, if the item is not faulty and you simply changed your mind wanting a refund, please note that we will not refund any tracking fee / shipping costs incurred.

All our items are backed by our 6 month warranty. Should, within 6 months after ship date, your product develop a fault or defect you can arrange for a returns by using the support system by clicking here. Please note that you MUST open a ticket with us before returning any goods, any goods returned without a prior discussion with one of our customer support representatives will not be accepted in. Also, we do not refund any shipping costs incurred by yourself.

For more information on our Warranty & Returns please see this page.

4. Do you offer telephone support?

Unfortunately at this time we are unable to offer telephone support. Please use the regular contact forms to get in touch.