Q. What can I do if I forgot my password?
A: Simply click on the "Forget your password?" link on the Login page, enter your email address registered at our website, we will email you your previous password. Then, you can login.
Q. How can I trace my order?
A: Registered member: Click My account, input your Email Address and Password; Un-registered member: Click My account, input your Order No. and Purchaser’s email
Q. Do you ship internationally? What are the shipping fees?
A: Yes, we deliver internationally. You may shop for yourself or for your overseas friends or relatives and let’s take care of the overseas delivery. The worldwide delivery is by air and the freight per parcel (including one full set phone) is US$5, US$30, US$40, US$50 for China, APEC, EMEA and America respectively, and the delivery in Hong Kong is free of charge. The freight will be altered subject to the purchased items if more than one full set phone and the case will be handled individually.
Q. What is the delivery time required?
A: Orders are processed immediately after the payment is received. We understand the importance of a 2cardphone for your overseas journey. So we suggest that you reserve more time for the international payment transfer to secure our prompt delivery upon the payment received.
Nevertheless, we commit to dispatch upon the payment received at an efficient timetable as follows.
1 working day for Hong Kong
2 working day for mainland China
3 working days for regions other than Hong Kong and mainland China
Our official working time for logistic handling is 9:00 am - 6:00 pm Monday to Friday and 9:00 am – 1:00pm Saturday, excluding public holidays in Hong Kong. Order received between Monday and Friday is usually processed by the beginning of the next working day, while orders received on Saturday, Sunday and public holidays are usually processed at the day following the next working day.
PLEASE NOTE: Arrival times may vary, particularly during Christmas, Chinese New Year, Easter and other holiday periods. Since some of the Customs in the European countries including UK, France and Germany may take a relatively long time to inspect the parcels, the arrival time of some orders may take 3-4 weeks. If you encounter this problem, please contact us for more assistance.
Q. Do I have to pay any customs & tax?
A: While ordering from 2cardphone.com you are considered as an importer and must comply with all the laws and requirements of the country in which you are receiving the items. Your orders may be subject to import duties and/or taxes and any additional charges for custom clearance must be borne by you. 2cardphone.com has no control over these charges and does not assume responsibility for the ordered goods meeting local customs laws and/or duties and taxes. Custom policies vary widely from country to country, and you should contact your local customs office for further information.
If the package is refused due to your refusal to pay customs tax and/or duties, and subsequently returned to us, you will be responsible for the return freight and the handling charge of 15% of the commercial value. The balance, deducted from the above expense will then be refunded to you.
Q. Can I return the items if I’m not satisfied with them?
A: You can return your purchased item within 7 days after receipt of the item (recorded by Delivery Note) and upon pre-approval of 2cardphone.com, Then customer must arrange the delivery of the returned item with freight prepaid to our office. The amount of the purchased item will be refunded only after we receive the returned item with full set packaging and relevant free item, if applicable.
Kindly be reminded that we DO NOT ACCEPT returns of certain products, including either of:
Q. How long is my purchased item in warranty by free of charge?
A: Under the circumstance of correct usage*, we provide one-year warranty for our handset products and 6- month warranty for the charger, headset and other accessories. Customer is requested to Contact us by providing your Purchase Order number, the returned items and the reason before the delivery of the repairing item. To deliver the goods, please refer to Q. How can I return the items?
* refer the below Q&A regarding the circumstance which is not covered by in-warranty service.
Q. Under which circumstance should I pay for the cost of repair or exchange?
A: The cost of repair or replace will be charged to us if the products become defective after warranty period or if:
- The products become defective by improperly use, abnormal condition, improper storage, improper installation.
- The products become defective by exposure to moisture or dampness, exposure to excessive temperature or other such environmental conditions.
- The products become defective by unauthorized modifications and alteration, unauthorized connections, and unauthorized repair.
- The products become defective by misuse, neglect, abuse, accident drop.
- The products become defective by Spill of foods or liquids, maladjustment of customer controls or other acts which are beyond your reasonable control.
- The terminal serial number, ESN, warranty sticker or the accessory date code has been removed, defaced or altered.
- The terminal was used with or connected to unauthorized accessory by us.
Q. How can I return the items?
A: You can pack and send your return to us in just a few simple steps:
1. Contact us and provide us with your Order Number. Indicate the returned products and the reason for your return.
2. Pack the returned products along with our acknowledgement email securely in a box that we can expedite your request.
3. Send the returning items by freight prepaid to our service center at Unit D, 17/F. On Ho Industrial Bldg., 17-19, Shing Wan Road, Tai Wai, N. T. Hong Kong.
4. All return shipping fee must be prepaid. We cannot accept COD returns.
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