My Order

How long does it take to process my order?

Your order will be processed in a maximum of three business days (for normal and limited conditions).

Can you look at or inspect a product for me?

The warehouse process is automated. We cannot physically remove products from the warehouse to view them.

Can I cancel an order?

You can cancel an order. However, you must cancel the order as soon as possible. Your order will be processed in a maximum of three days, but it will likely be processed sooner. Once the order has been confirmed, you will not be able to cancel it. Once the order has been confirmed and shipped, if you want to cancel it, you can only do so by going through the regular returns procedure. To cancel an order, login to your account and select View My Order History. Then, select the order number and click Request Refund.

How do I check the status of an order?

You can check the status of your order by logging into your account, and clicking View My Order History. You will get detailed information about your orders.

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Payment

Can I pay with cheque or money order?

Currently, you can only pay by PayPal using our check out.

Why is my credit card not being accepted?

Ensure that you are typing the number and expiry date correctly. Ensure that the billing address you provide is the one that your financial institute has on record. If all of these things are accurate, and your card is still declined, check your balance with your financial institution.

Do you accept international credit cards

We accept VISA, Mastercard, American Express on PayPal.

Shipping

Can my shipping address be different from my billing address?

Yes.

How do I know what my shipping charges are?

After you have entered your address details during checkout, you will be shown the pricing breakdown for the products you are ordering. This breakdown will include all of the costs associated with your purchase. This includes the cost of shipping.

Why didn't I receive all of the items in my order?

Some of your products may be shipped separately because of size restrictions, or because of a difference in availability. You should still receive all of your products. You will be notified as soon as possible if there is a problem filling your order. Please allow ten days from the time you place your order. If after this time you have not received your order, contact us.

Returns

What is your returns policy?

If you would like to return an order you can do so. If you receive your order, and the order is defective upon receipt of it, you can apply for an RMA (Return Merchandise Authorization). If you receive your order, and you were sent the wrong products, you can apply for an RMA. In either of these situations you can return the product for a replacement at no cost to you.

If you receive the product and you do not want it, or have changed your mind about it, you can do so. However, you will incur the return shipment cost, as well as a restocking fee if one applies to the products you wish to return. To return an order, or part of an order, you must request an RMA by logging in to your account on the site you placed your order.

If you receive your order, and you believe that the information in the catalog misrepresented the item to you, contact us to assist in resolving the issue.

Regardless of the reason for the return, please note that returns are only accepted up to and including fourteen (14) days after receipt of the order.  For the purpose of this returns policy, order receipt will be defined as the documented delivery date of your order.

Do you have restocking fees?

There are restocking fees for certain products. Restocking fees are only incurred if your return request does not fulfill the requirements for a full refund. Before you receive your RMA, you will be notified by a returns manager if the products you wish to return are subject to restocking fees.

Who pays shipping for returned products?

If the product you received is not the product you ordered, is defective, or is misrepresented in the catalog, we pay the cost of returning the item. If the product is returned for any other reason, you incur the cost of the return.

Will you pay for return shipping on a defective product?

Yes. If you received the wrong product, or received a defective product, we will pay for return shipping on that product only. Once we have received the defective product, it will be replaced with an identical product at no cost to you. If you received the wrong product, once we receive it, we will send you the correct product at no cost you cost. To return an item, you must have a Return Merchandise Authorization (RMA).

How do I get an RMA?

To get an RMA, log in to your account. There is an option there to "Request a Return". This will pass your request on to a Returns Manager. Upon reviewing your request you will be granted an RMA. If your request fulfills the requirements for a full refund, you will not have to pay return shipping or restocking fees. If your request does not fulfill these requirements, you incur the costs of returning the order, as well as any restocking fees that apply to the products in your order.

What address do I send returns to?

The return address comes with the RMA. Make sure you ship the product to the right return address. Return shipping is only paid for orders returned to the correct address.

Privacy and Security

What does this policy cover?

This policy covers consent, the kind of information we collect, how we use that information, who has access to it, and the security of your information.

Consent

You will be prompted to divulge any sensitive information we collect (your address, credit card number), and it is your decision to do so, when you create an account or complete a transaction. We will not email you to solicit your credit card information, address, or any other sensitive information about you. If you receive an email requesting this information, do not respond with your information. You only have to submit this information at the time you create an account and complete an order, on our secure site. If you are skeptical about a request for information, do not submit it until you are certain of its purpose.

What information do we collect?

We only collect information that you submit. You submit information to us on three occasions:

1. When you create an account, you are prompted for your address and other personal information.

2. When you update the information in your account, the information we have about you is updated.

3. When you complete an order, you are prompted for your credit card information. An order cannot be completed without a valid credit card. This is the only time you will be asked to provide your credit card.

How do we use the information we collect?

We use the information we collect for one purpose:

The information you submit to us is used to complete your order. Without this information we are unable to fulfill your order. We do not collect any information about you that is not necessary to provide you with exemplary service.

Who has access to the information we collect?

Only those people who need to see your information to fulfill your order have access to your information.

Do we share the information we collect?

We have a very strict policy against any violation of your privacy. To that end, we do not share, sell, or otherwise distribute your information to any other companies or individuals that are not involved in fulfilling your order. We are as concerned about your privacy and the security of your personal information as you are.

Is the information we collect secure?

Yes. We use 128-bit SSL encryption for all information you submit to us. All transactions are completed over a secured connection. Only you and Secure2U can access any information exchanged over that connection. You can tell if the page you are on is secure by looking at the URL. If it begins with https:// instead of http://, then the page is secure. Or, have a look in the lower right corner of your screen. If there is a picture of lock there, then the page is secure.

How do I know my credit card information is secure?

All of your information is secure. We use SSL encryption to ensure that all of your information remains confidential. Any information, including your credit card details, is transferred directly to us via an encrypted transfer. As well, we do not store your credit card information. You can determine if the site you are on is secure if the URL begins with https:// rather than http://. Or, look for a lock image at the bottom of your browser screen.

Problems and Support

How do I get technical support for my purchase?

To obtain technical support for your products, contact the manufacturer. They are the best resource for your products.

What do I do if I have a problem with my order?

The answer to this question depends on a number of factors.

If the problem is that your product is not what you ordered, or is defective, you can return the product.

If the problem is a technical problem you are experiencing with the product, contact technical support with the manufacturer.

If the problem is that you do not want your order anymore, you can return the product - but you will incur the return shipping costs, and restocking fees.

If your problem is different than any of these, contact us by email at support@mobilexpert.com

Data and Technical Issues

In the event of data or technical issue which results in incorrect information or mispricing of products and services, Mobilexpert is not liable for transactions arising out of this error. You, the customer are entitled to a full refund of the product cost and any associated shipping and tax charges. If you find an error, please report it to support@mobilexpert.com and our team will attempt to fix it as soon as possible.

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