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Thread Closed VERY Important Information For New Customers (FAQ)

  • cyclist Moderator Friday, June 03, 2011 4:49 AM Reply
    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
    • Worldwide Shipping / *Exclusions*
    • 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"
    Flashlight problems ~ http://tinyurl.com/bw2d3pd
    DX Return Policy ~ http://tinyurl.com/c92w5wy
    New customers read this ~ http://tinyurl.com/3kcyfqm
    Tracking site ~ http://www.17track.net/index_en.shtm
  • cyclist Moderator Friday, June 03, 2011 4:51 AM Reply
    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


    Worldwide Shipping / *Exclusions*
    • DX ships to all countries except for: Iran, North Korea, Cuba, Sudan, Syria
    http://club.dx.com/forums/forums.dx/threadid.1337079


    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
    Flashlight problems ~ http://tinyurl.com/bw2d3pd
    DX Return Policy ~ http://tinyurl.com/c92w5wy
    New customers read this ~ http://tinyurl.com/3kcyfqm
    Tracking site ~ http://www.17track.net/index_en.shtm
  • cyclist Moderator Friday, June 03, 2011 4:51 AM Reply
    Checkout/Payment Questions



    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
    Flashlight problems ~ http://tinyurl.com/bw2d3pd
    DX Return Policy ~ http://tinyurl.com/c92w5wy
    New customers read this ~ http://tinyurl.com/3kcyfqm
    Tracking site ~ http://www.17track.net/index_en.shtm
  • cyclist Moderator Friday, June 03, 2011 4:52 AM Reply
    Questions After Order Is Placed



    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.

    Flashlight problems ~ http://tinyurl.com/bw2d3pd
    DX Return Policy ~ http://tinyurl.com/c92w5wy
    New customers read this ~ http://tinyurl.com/3kcyfqm
    Tracking site ~ http://www.17track.net/index_en.shtm
  • cyclist Moderator Friday, June 03, 2011 4:53 AM Reply
    Questions After Package Arrives/Package Hasn't Arrived 14 Business Days After Its Sent



    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

    Flashlight problems ~ http://tinyurl.com/bw2d3pd
    DX Return Policy ~ http://tinyurl.com/c92w5wy
    New customers read this ~ http://tinyurl.com/3kcyfqm
    Tracking site ~ http://www.17track.net/index_en.shtm
  • cyclist Moderator Friday, June 03, 2011 4:54 AM Reply
    Other Guides/Questions


    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
    Flashlight problems ~ http://tinyurl.com/bw2d3pd
    DX Return Policy ~ http://tinyurl.com/c92w5wy
    New customers read this ~ http://tinyurl.com/3kcyfqm
    Tracking site ~ http://www.17track.net/index_en.shtm
Please note that DealExtreme Forums are not a sales or product support board. While we do constantly participate in this forum, please contact us via support ticket for a guaranteed fast response. We make every effort to make the quickest replies.

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