Policies can change at any time without prior notice

New FAQ page -> https://cs.dx.com/


It is highly recommended that new customers read over at least the General Store/Before Ordering Questions section


General Store/Before Ordering Questions
• Keep everything!
• Price is in USA Dollar currency
• Satisfaction guaranty / Return Policy
• Customs
• All packages are declared as Gift
• Stock status on the product's page isn't accurate / What does ETA mean
• Can I speed up DX's processing time / EMS doesn't speed up DX's processing time
• When will I get my order
• Worst time to buy
• Shipping and tracking
• Price protection
• Viruses
• Contact DX



Checkout/Payment Questions
• Bulkrate code doesn't work
• Use DX Points or Store Credit
• Pay without a Paypal account
• Don't see "Check out with Credit Card". Why?
• Avoid PayPal currency conversion




Questions After Order Is Placed
• Change Items
• Add Items
• Remove Items
• Refund / Cancel order - 2 ways
• Can't log in / Order is not in DX Account
• Order status changed back to pending
• Tracking number doesn't work
• 'Packaging' then back to 'Order Received'
• 'Confirm receipt Status: No Received'- What does it mean?


Questions After Package Arrives/Package Hasn't Arrived 20 Business Days After Its Sent
• I didn't receive everything
• Package Was Returned To DX
• Package Hasn't Arrived 20 Business Days After It's Sent
• Item is Defective - RMA Procedure


Other Guides/Questions
• Suomi - Eritt & Tietoa Uusille Asiakkaill
• Português - Guia de Compras / Portuguese language guide
• Español - Guia de Compras / Spanish language guide
• Firefox currency converter extension
• Flashin's "A basic" user guide for new DX customers"

General Store/Before Ordering Questions

Keep Everything
Don't throw anything away. Keep everything including the packaging and partial shipment slips. They're needed to contact customer service



Price is in USA Dollar currency



Satisfaction Guaranty / Return Policy

• Guaranty is only for items without special warranty terms in the Specifications area of the item's page
http://www.dealextreme.com/TermsAndPolicy.html#return_policy
• Special Term - Manufacture's Warranty
　 - Always contact DX and wait for directions before returning anything https://cs.dx.com/Ticket/Index
　 - Item is repaired for free during the specified period. Customer is responsible for all shipping fees

• Special Term - No Warranty
　 Customer is responsible for all repairs, even on dead on arrival items



Customs
The customer is responsible for all customs issues including knowing local laws, paying any taxes, and dealing with any seizures

All packages are declared as Gift*

For orders shipped with Hong Kong Post /Chinapost Airmail the declared value for most countries is a random value between USD5 and 90USD (Value will be less than your order)
* Norway is an exception and the Gift word is not present on the packages. More information as to why: Forum.-204~threadid.199208

EMS info later

A content declaration is required on the outside of all packages. DX uses the product's category for the declaration. For example SKU.1138 will be declared as LED Keychains. Invoices/receipts are never included in the packages



Stock status on the product's page isn't accurate / What does ETA mean
Most product's stock status aren't accurate, just ignore it

Estimated Time of Arrival - ETA
The date DX's suppliers told DX when they should get an unknown amount of stock. More info Forum.-100~threadid.155145

DX uses the month/date/year format. 1/2/2009 means January 2nd 2009



Can I speed up DX's processing time? / EMS doesn't speed up DX's processing time
No. Buying EMS only affects the post office's shipping time



When will I get my order
DX processing time and post office shipping time both vary greatly depending on supplier status, destination, and time of year so estimates aren't useful. It is common for an order to take 7-10 days or more. If the order hasn't arrived 14-20 business days after it is shipped then contact DX here https://cs.dx.com/Ticket/Index


Worst time to buy
End October to mid February due to Christmas and Chinese New Year rush and holiday interruptions. Orders placed during this time can experience month long delays



Shipping and Tracking
All items have free worldwide untracked Chinapost / Hong Kong Post Airmail shipping. Orders under $15 and orders that didn't use the BULKRATE code aren't automatically given a tracking number

Very important partial shipments and tracking numbers information Forum.-202~threadid.240065

Tracked Chinapost / Hong Kong Post Airmail
This number won't work directly or at all in some countries
　 　 　 　 　 Belgium Forum.-100~threadid.243592
　 　 　 　 　 Germany Forum.-100~threadid.409137
　 　 　 　 　 Netherland Forum.-202~threadid.255491

Tracked Chinapost/HKP Airmail tracking can be purchased by clicking the "(optional) add live shipment tracking# to this order ($1.70)" link in the checkout page

Using BULKRATE automatically upgrades the order to tracked HKP Airmail regardless of the order total

Orders worth $15 or more are automatically upgraded to tracked HKP Hong Airmail for $0.01

EMS express shipping can be purchased for most countries. EMS doesn't affect DX processing time. EMS doesn't guaranty shipping time. Some store credit will be offered for long EMS shipping times but no refund will be given

Untracked packages don't need a signature. Most countries require tracked packages to be signed



Price protection
Policy is only for unshipped items. Request a price adjustment here https://cs.dx.com/Ticket/Index


Viruses
Occasionally viruses can be found on electronic devices or their installation discs. This is the action of the manufacture, not DX. Customers should take appropriate precautions before use



Contact DX
CSE forms https://cs.dx.com/Ticket/Index. DX doesn't communicate with email

Phone: (Your country's International Dialing Code) + 86-1-353-008-0484 from 9AM-6PM Monday to Saturday Hong Kong Time. DX doesn't work on Sunday. Current Hong Kong Time

Bulkrate code doesn't work
When using the BULKRATE code, only look at the displayed Grand Total. BULKRATE code is only for purchases of 3 or more units of the same item. More info here Forum.-202~threadid.193696



Use DX Points or Store Credits
** DX Points: threadid.922901
** Store Credits [old format system]: threadid.128545
** Store Credits [new format system]: threadid.1167417



Pay without a Paypal account
You can pay directly with a credit card through Paypal without creating a Paypal account
• Check out with "Standard Paypal Checkout"
• Click "Don't have a Paypal account"
• Click the "Return to DealExtreme" button on Paypal's confirmation page to get your "Receipt Number"
• Enter your "Receipt Number" and the email address you entered during checkout into the "track a single order" form on this page http://dealextreme.com/accounts to track your order

Illustrated version http://i51.tinypic.com/28l5if6.jpg



Don't see "Check out with Credit Card". Why?
This is because electronic cigarettes (those containing nicotine) can not be paid via Credit Card. If you have multiple items in your shopping cart, remove the e-cigarette SKUs and then the Credit Card checkout method will be displayed again automatically.
--> http://club.dx.com/forums/forums.dx/threadid.1258788

Change Items
Contact DX here https://cs.dx.com/Ticket/Check/Order.Change


Add Items
Contact DX here https://cs.dx.com/Ticket/Check/Order.Change
Put 00000 into the Original SKU text box
Put the new SKU into the New SKU text box



Remove Items
Contact DX here https://cs.dx.com/Ticket/Check/Order.Cancel
Put 00000 into the Original SKU and New SKU text boxes
Put "Please cancel SKU #" into the Brief Reason text box



Refund / Cancel order - 2 ways
1. Close any open CSE forms > go into your DX Account > click an order number > click "Cancel Order". Orders cancelled this way are usually refunded in 3 business days

2. If that doesn't work then contact DX here
https://cs.dx.com/Ticket/Check/Order.Cancel. Orders cancelled this way are usually refunded in 5 business days

All refunds are returned to the payment method. If the order was paid with a credit card then the refund is returned to the credit card. If the order was paid with existing Paypal balance then the refund is returned to the Paypal account. DX doesn't work Sundays. Paypal has a 60 day limit on automatic refunds. Paypal refunds after this 60 day limit will not include Paypal fees. Store Credit refunds will always be for the order total Forum.-100~threadid.128545

NOTE: Refunds related to payments made by Credit Card can take 7-21 working days to be completed. (EGP - Egatepay)




Can't log in / Order is not in DX Account
Does your DX account use the email address you checked out with? For most customers this is your Paypal account's primary email address. If yes then skip to Question 2.

If no then you have 2 options
1) Create another DX account with your Paypal account's primary email address. More info here Forum.-202~threadid.96380

2) Enter the DX Order # or DX Receipt # and the email address entered during Paypal checkout into the "Track A Single Order" form on the left side of this page http://dealextreme.com/accounts/default.dx


Order status changed back to pending
DX's order status system is poor. It is set up to change the status of the entire order when any 1 item in the order changes to Packaging or Shipped. Then a few times a day the system goes through the entire order and checks on the status of each indvidual item. The remaining items may or may not be shipped with a tracking number Forum.-202~threadid.240065



Tracking number doesn't work
• Orders under $15 are not automatically given a tracking number. If you didn't use the BULKRATE code or buy a tracking number during checkout then orders under $15 can't be tracked

• If the order is worth $15 or more and you just got the tracking number or you're asked for an Enquiry Reference Number then try again in a few days. There are 2 reasons for this. DX assigns the tracking number even before the package is given to the post office and it also takes a couple days for the post office to scan the package and then update their website



'Packaging' then back to 'Order Received'
Forum.-202~threadid.481816



"Confirm receipt Status: No Received" - What does it mean?
The "Confirm receipt" is for statistical purposes only. It's for customers to inform DX when they actually receive the items thus providing data regarding the time in transit. You don't need to confirm reception but if you do you're contributing to a better service for all of us.

I didn't receive everything
DX probably sent a partial shipment. This means DX didn't have all of the items you ordered in stock so DX just shipped what they had and will ship the rest later and you do not need to do anything. The partial shipments may or may not have a tracking number Forum.-202~threadid.240065

To confirm a partial shipment look for 2 things
• A note in the package with the missing SKU numbers Forum.-208~threadid.150965
• Multiple numbers under the Shipment column in your Invoice http://i56.tinypic.com/2rdkrp1.jpg



Package Was Returned To DX
HK Post officially calls it "RTS" (Returned to Sender) and it can happen for several reasons. The most common are:
• Incorrect Shipping Address
• No one picked up / signed for the package
• Package refused by Customs

Request a resend or refund here https://cs.dx.com/Ticket/Index. If the address on the package is correct then the resend will require a redelivery charge and a refund won't include shipping fees




Package Hasn't Arrived 14 Business Days After It's Sent
Contact DX here https://cs.dx.com/Ticket/Index




Item is Defective - RMA Procedure
RMA stands for RETURN MERCHANDISE AUTHORIZATION. In order to process a return, you must request an RMA from DealExtreme by starting a ticket on the RMA request link:
https://cs.dx.com/Ticket/Index

* Dead on Arrival Situation (DOA): The product is dead on arrival within 5 days after delivery or 30 days after shipment if the delivery date is not traceable (The order shipment date and order notification are provided to you by email).
In this case, provide DX with proofs as below:
a) Photos of original DX package with front and back sides
b) Photos or youtube video of the defective item(s)
c) Photos, video or screenshot showing the mal-function of the defective item(s)
* Defective Situation: The product get damaged (physical damages and damages caused by incorrect usage excluded) within 90 days after shipments (Order shipment date and order notification are provided to you by email). But if the product turns out to be defective after 90 days from shipments, notice that the return shipping costs (both ways) will be the sole responsibility of the customer. DX will try to exchange the defective products for a brand new one where possible.
In this case, provide DX with proofs as below:
a) The photos or youtube video of the defective item(s)
b) The photos, youtube video or screenshot showing the mal-function of the defective item(s)

* Important Notes:

1. Current Return Policy: http://www.dealextreme.com/TermsAndPolicy.html#return_policy
2. All customers should contact DX by Customer Service Express (https://cs.dx.com/Ticket/Index) before returning any item(s), DX will not be responsible for returned item(s) without notifying them in advance.
3. Make sure you have checked the package contents before you sign for it. In case of damage or empty, please refuse to accept it and contact DX.
4. Please use the cheapest way to ship the item(s) back. Courier services such as EMS, UPS, Fedex, TNT, DHL etc are NOT eligible for return shipping cost reimbursements.
5. Remember to include a note in the package indicating the following items:
-- A. Your order number;
-- B. SKU numbers returned and quantity; and
-- C. A short description of the problem(s) of the defective item(s).
6. Size of ALL your pictures TOGETHER should NOT exceed the limit of 5MB (Recommended size: 800*600 or 1024*768)
7. This note will help expediting the processing time for you.
8. DX had been setting up three overseas RMA Return Address, currently, they do have a local Australia address, The United Kingdom address, The United States address and HongKong address:

a. Defective Drop Off Box for customers in New Zealand or Australia
ATTN: STONE BRIDGE GROUP
24 Production Avenue
Kogarah NSW 2217
AUSTRALIA
----------------------------------------------------------------
b. Defective Drop Off Box for customers in European Countries
ATTN: STONE BRIDGE GROUP
Unit E10, Voyage Park,Portfield Road,
Portsmouth Hampshire po3 5fl
UNITED KINGDOM
----------------------------------------------------------------
c. Defective Drop Off Box for customers in United States, Canada, Mexico or Brazil
ATTN: STONE BRIDGE GROUP
1941 Davis Street, Ste. B Unit 31
San Leandro, CA 94577
UNITED STATES
----------------------------------------------------------------
d. Defective Drop Off Box for customers in other countries
Room 225-226, Block B, Focal lndustrial Centre
21 Man Lok street
Hung Hom, Kowloon
HONG KONG

Suomi - Erittäin Tärkeää Tietoa Uusille Asiakkaill
Forum.-202~threadid.406292
Forum.-202~threadid.401249



Português - Guia de Compras / Portuguese language guide
Forum.-101~threadid.498705
Forum.-100~threadid.118090



Español - Guia de Compras / Spanish language guide
Forum.-101~threadid.493847



Firefox currency converter extension
Forum.-100~threadid.152184



Flashin's "A basic" user guide for new DX customers"
Forum.-100~threadid.264959