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Frequently Asked Questions

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Welcome to SpeMall.com Help Center

Please select a question from the following category for your assistance. For the question not displayed here, please click " Live Chat” or “Contact us” for further support.


1, Ordering
1) How to order online?-4 steps
2) Do you have any limitation of the order quantity?
3) How can I view the status of my order?
4) Can I add, change or remove items from my order?
5) Do you accept customized order?

2, Payment
1) What payment methods do you accept?
2) Is PayPal secure?
3) What is the advantage of using PayPal?
4) If I do not have a PayPal account, how do I sign up a PayPal account?
5) Can I pay by PayPal with a Credit Card?
6) What is your PayPal account?
7) If there is no PayPal in my country, can I get any discount by paying by other way?
8) How can I pay by Western Union?

3, Shipment
1) How long it will take to ship from your company after my order confirmation?
2) What couriers/shipment methods do you use?
3) How and When can I get tracking NO.?
4) What is the tracking website?
5) Why My tracking number is not working?
6) Can you estimate the delivery time to my destination?
7) How about the shipping cost?
8) Where is the order shipped from?

9) How do I know the shipping cost directly before I register or order?

9) Can I cancel my order?

10) How do I know the shipping cost directly before I order?

11)Why my tracking NO. on tracking website only shows: information received(This is not an acknowledgment of the physical receipt of the stated Registered Article)

Reply: For all shipment methods, the tracking information for parcel all shows the same first day online, but the next day, the tracking info will be updated. This is normal.


12) What is expedited shipping and what is standard shipping?

DHL, UPS, TNT, EMS, Aramex,Fedex belong to expedited shipping, and we choose the best shipping method according to different countries' shipping cost and custom-friendly term. Generally, to most of counries in Europe, America and Australia, we send by DHL

Standard shipping, we mainly send by Singapore post12)Remote area

For DHL shipping, some limited area belongs to remote area in DHL system; you may input your postal code to check if your area belongs to remote area in DHL system:

http://remoteareas.dhl.com/jsp/first_main.jsp

For remote area, DHL will charge $25 extra for shipping. If your area belongs to DHL remote area, you may change to other shipping method. For remote area, only after we handle the products to DHL, we will know from DHL, and then our after service will contact you if your area belong to remote area


13) What is shiping method to Russia?
Reply: For expedited shipping, we send it by Russia Express(www.Xru.com), for order within 1,000 EUR, it is totally tax free.

For Russia Express:

There are two schedules shipping and tracking website involved for the whole delivery process:

1st schedule shipping, we send goods by air to Russia border, and after it reached Rusisa, it will be dispatched by Xru company.

1, After Spemall.com shipment, our service team will update the tracking NO. in 12 working hours, and with the tracking No, you can track it on

http://www.ec-firstclass.org

 

2,After 5-6 working days shipment, the package will reach Russia, and with the same tracking No. you can track details on

http://www.ec-firstclass.org   or or with transfer tracking NO.(10 No.) on http://cdek.ru/nakladnoy . and 5-7 working days later, it will be delivered.


4, Tax and Custom
1) Do I need to pay for Tax or Customs Duties?

2) Will you help me to clear customs?

5, Prices and Discount ( 6 Topics )
1) How can I get any coupon code from SpeMall.com?
2) Can I write any negative reviews/comments?
3) Is their any limitation to use a coupon?
4) How can I use my coupons?
5) If I order in bulk sale, shall I get lower price?

6, Warranty & Return Policy
1) Do you have a guarantee on all products?
2) For manual damage at my side after reception, will you help me?
3) What if the package or product is broken during shipment?
4) When I return the goods for repair, who will be responsible for freight and other costs involved in returning the goods to your repair centre?
5) How about the refund policy?
6) How Long Can I Receive the Refund from you?
 
 
 
1, Ordering

1) How to order online?-4 steps
Shopping with SpeMall.com is very easy and you can order your product in just 4 simple steps.
Step 1: Register and sign in
Step 2: Add products to your shopping cart
Step 3: Confirm the Order, choose shipping method and payment way
Step 4: Pay and your order has been processed
The following illustration will show you how to finish your order step by step.
Step 1: Register and sign in
 
Step 2: Add products to your shopping cart
 
Step 3: Confirm the Order, choose shipping method and payment way
 
 
Step 4: Pay and your order has been processed

2) Do you have any limitation of the order quantity?
We don’t have any Minimum Order Quantity limitation for our products. You can order 1 piece or bulk Quantity. But the price will be lower accordingly with the quantity increasing.
Tips: For some small gadgets with special low price, the shipping cost for 1 or several piece is the same.
 
3) How can I view the status of my order?
Please go to our website and sign in, and Click” My Account “where displays all your transaction history.

4) Can I add, change or remove items from my order?
Yes, for order is not under processing or the payment is not done, adding products or increasing the quantities of the same models is feasible. And for the order that is done, please let us know by live support or send us email as soon as possible before delivery if you wish to change your order. We will try our best to meet your needs.

5) Do you accept customized order?
Yes. Custom-designed products can be done but subjected to a Minimum order Quantity and we can customize the products with your needed logos, packaging, software, firmware, casings, printed circuit boards, accessories, chipsets, user guides and other printed materials.
 
 
2, Payment

1) What payment methods do you accept?
We accept PayPal, Western Union, TT bank transfer, PayPal, you may choose your most convenient way to pay.
 
2) Is PayPal secure?
Yes. PayPal uses SSL technology to keep your information safe. In addition, when you send a payment using PayPal, the recipient won't receive sensitive financial information like your credit card or bank account number. In this way, you don't have to worry about paying people whom you don't know. PayPal doesn't expose or sell your financial information to any merchant. Furthermore, if you do not receive the products you paid, PayPal offers you chargeback or refund.

3) What is the advantage of using PayPal?
Payment is traceable. You can trace the status of your payment by using your PayPal account. Payment does not require you to use your credit card online (you can transfer directly from your bank account). If you do use your credit card through PayPal, SpeMall.com won't see your credit card number, minimizing the risk of unauthorized use.
 
4) If I do not have a PayPal account, how do I sign up a PayPal account?
1. Click the Sign Up https://www.PayPal.com/us/cgi-bin/webscr?cmd=_registration-run link at the top of any PayPal page.
2. Select the country or region where you live from the drop-down menu.
3. Choose the type of account that works best for you.
4. Fill out the form and follow the online instructions.
Any question, you can contact local PayPal branch window by visiting:
https://www.PayPal.com, Please choose your country and Language in the top right of website.

5) Can I pay by PayPal with a Credit Card?
Yes, you can use Visa, MasterCard, Discover, and American Express with PayPal. Plus, when you pay with PayPal, you do not expose your credit card number.
 
6) What is your PayPal account?
Our PayPal account is: zhaospe@gmail.com

7) If there is no PayPal in my country, can I get any discount by paying by other way?
Yes, considering the bank commission charge you may pay, we will offer you $10 discount or coupon code for order amount more than 250USD, if you pay by Western Union/ Money Gram, Bank Transfer.
 
8) How can I pay by Western Union?
There are 2 ways to proceed the payment by Western Union.
1st, No matter in which country you are, you can send payment in any post office as long as you have our Western Union info. And Our Western Union info will be displayed when you place order with payment option by Western Union.
2ed, you can pay it using a Visa® or MasterCard® credit or debit card online of Western Union website: www.westernunion.com if you are in one of the following 20 countries:
Australia, Austria, Belgium, Canada, Denmark, Finland, France, Germany, Ireland, Italy, Netherlands, New Zealand, Norway, Poland,  Portugal, Spain, Sweden, Switzerland, United Kingdom and United States
 

3, Shipment

1) How long it will take to ship from your company after my order confirmation?
We Ship products out usually within 12-24 hours after your order confirm.
 
2) What couriers/shipment methods do you use?
We usually ship by DHL, UPS, FedEx, EMS, HongKong Post, China post. It depends on your option when you order.
 
3) How and When can I get tracking NO.?
SpeMall.com will send you tracking No. to your email within 12 hours after the products shipped
 
4) What is the tracking website?
The tracking websites are mainly as follows:
HongKong post: http://www.hongkongpost.com
EMS: http://www.ems.com.cn/english-main.jsp
DHL: www.dhl.com
UPS: www.ups.com
TNT: www.tnt.com

5) Why My tracking number is not working?
After Package has been shipped from SpeMall.com, it will usually take 1-3 business days to process by Post, Please wait a little more time and try again later.

6) Can you estimate the delivery time to my destination?
By DHL, UPS or FedEx, it usually takes 3-5 working days to most of countries among the world, and EMS takes 5-7 working days.  China post takes around 15-20 working days.But during Christmas time, it will take longer time due to packages jam
 
7) How about the shipping cost?
When you place your order, the shipping cost will be automatically calculated according to your products’ weight, and the amount will be displayed there. Usually it is less than $30 for small packages.
 
8) Where is the order shipped from?
Most of our products will be shipped directly from our factories in Shenzhen via Hongkong DHL, UPS, FedEx or Hongkong parcel, as Hongkong is free port.


 9
) Can I cancel my order?

If you wish to cancel order, please contact our service team by email: info@spemall.com to notice us within 12 hours after your payment. As we usually ship orders within 12-24 hours, so order usually can be canceled within 12 hours in working days, and it can not be canceled after 24 hours as long as it is shipped. If you cancel the order forcedly after 24 hours without our confirmation, the relevant cost will be charged at your side


10) How do I know the shipping cost directly before I order?

Pls click: ”Shipping cost” button, which is on the right side of description for each product, and then input qty of the items, and choose your destination country, shipping cost, shipping method, and shipping time details  will be displayed there

11) What is expedited shipping and what is standard shipping?

DHL, UPS, TNT, EMS, Aramex,Fedex belong to expedited shipping, and we choose the best shipping method according to different countries' shipping cost and custom-friendly rate Generally, to most of counries in Europe, America and Australia, we send by DHL

Standard shipping, we mainly send by Singapore post


 
4, Tax and Custom

1) Do I need to pay for Tax or Customs Duties?
SpeMall.com sends products mostly via Hong Kong which is a free port. So there is no sale tax imposed by Hong Kong government, customers will not pay any sale tax when shopping from us generally; But at the destination country, for large valued product, the local government may charge a bit tax depending on the local importing policy. To save your tax which is possibly charger, we usually write the value lower on the commercial Invoice which comes with the shipping document, and then 99% small packages will be tax free at custom side. If you have special requirement of the Invoice value or the product name on for your custom purpose, pls contact us after service or send us email before shipping products. We will make it accordingly. We will try every legitimate way to help our customers minimize their tax. However, we are not responsible for any tax incurred by your country
 
2) Will you help me to clear customs?
Though most of packages will be cleared at destination custom freely, just in case your custom needs, we will provide the basic export documents and information, including commercial invoice, shipment document, and packing list for customs clearance at the designated country.
But for the circumstances that the products are forbidden to import at your country, and it is confiscated by your custom, besides supplying you with the basic document, we will try our best to help you clear custom. But finally it is the buyer who will be in charge of the loss for the forbidden importing product for the confiscated one. SpeMall.com suggests buyers to consult with their custom authority in his/her country before importing any merchandise in large quantity to minimize customs duties and avoid any loss. Again, for small package or low value product, 99.9% of them are duty free and custom clearance free.
 
 
5, Prices and Discount ( 6 Topics )

1) How can I get any coupon code from SpeMall.com?
After you register in SpeMall.com.com, you could get coupon code by the following methods. And then, you could use the coupons with your next order when the order amount equals or more than 100 USD.
a, Writing reviews: 0.5 USD for each
Please be noticed that you can get 0.5USD only after your review passes our customer service’s approval, and usually it will be done within 24 hours.
 
b, Ordering products, If your order amount is 500USD or more, then you will get 15 USD coupon code. After your payment is done, the coupon code will be sent to your email from service@spemall.com, and you may use the points or coupon code for your next order
 
2) Can I write any negative reviews/comments?
Yes, you can write whatever you like at the viewpoints webpage regarding to our products’ features or your buying experiences. Positive points is good, but negative points help us make progress and to be better. So please just share your comment honestly, we will be highly appreciated.
 
3) Is their any limitation to use a coupon?
Yes. There maybe some requirements to use a coupon and there is usually description on the coupon code sent to you or we’ll communicate it with you when it is released. The requirements include:
-The expiration time (6 months/12 months)
-Amount limitation for the order (equal or over a specific amount)

4) How can I use my coupons?
a, Add all the items that you want to purchase into your shopping cart.
b. Choose a shipping method that you prefer.
c. Input your coupon code at the specified place shown below in red circle if you have coupons, then your order amount will be automatically detracted with the coupon code amount.
d. Check out with PayPal or other payment terms..
 
5) If I order in bulk, shall I get lower price?
Yes, Sure. For different quantities, you may just check the price online even without logging in. The following is the price example for different quantities. :
illustration
 
And for quantity more than the maximum displayed on our website, please contact our sales team(email: info@spemall.com or lisa@spemall.com) for better discount and better terms of ordering. We are always open and ready to offer wholesale customer with lowest possible price to make sure they will have fair profit too. And for bulk order, we may send you some extra accessories, and also may produce the products with your special requirements, like logo printing, different material options, different packages etc.


6) Why the accessories price is different from the one displayed on your website? When I order Ainol Aurora 2, the leather case price is $13.8usd instead of $9.9usd which is displayed on your website?

For all tablet pc accessories, if you order it together with the tablet pc, pls add it to cart from the same webpage of the tablet pc, then the price will be the bundle price, lower than ordering the accessories separately.(eg, the leather case price will be $9.9usd instead of 13.8USD).

 
6, Warranty & Return Policy

1) Do you have a guarantee on all products?
Yes. All of our products are covered with 12 month FREE WARRANTY for any possible defective or mal functional products, for return, refund and repair / replacement. The time will be counted from the date of initial recipient, regardless if the initial recipient is an end user or a reseller. And after one year, we will still offer you strong technical support. The free warranty does not cover normal wear and tear, unauthorized firmware upgrade, consumables, damaged due to accidents, physical force, water, fire, power surge, acts of God or other misuse.
 
2) For manual damage at my side after reception, will you help me?
Yes, sure, For the manual damage or physical force and misuse which was mentioned in above issues, we will repair or replace it for you with relevant repair/replacement cost.
 
3) What if the package or product is broken during shipment?
Please do check the package before you signing it. If the package is visibly damaged with product broken, please do not sign the package and contact us after service as soon as possible. And the items should be returned in their original packaging complete with all accessories and documentation. Once received it back into our warehouse, we'll issue a free replacement with a brand new one or full refund to you via PayPal. Again, please do not sign the damaged package; otherwise, it will be complicated to solve it, as with your signature and unpacking the product, we will not have proof that it is the courier who broke the product.
 
4) When I return the goods for repair, who will be responsible for freight and other costs involved in returning the goods to your repair centre?
We will be responsible for the shipping cost from our side to customer’s side within 1 month after product delivery at customers’ side, but the buyer shall be responsible for all shipping and relevant possible handling charges when returning the items from the customer’s side to SpeMall.com Repair Center. After 2 months of delivery, both sides shipping cost will be responsible at customers’ side. Shipping and handling fees shall not be credited to your account. SpeMall.com will not be responsible for losses and breakage during the return shipping process. It is highly recommended that the buyer purchase shipping insurance and use a tracking number when shipping the goods back.
 
5) How about the refund policy?
For the problems caused by SpeMall.com, We will issue a complete or partial refund for the items if the clients do not agree for replacement or repair. The problems include quality problem, mal function or miss delivery, But due to our serious quality control system and professional shipping/packing process, these seldom happen. Please be noticed that all SpeMall.com.com products have 7 days return period (from client receiving the package to the client returning us) before being non-eligible for complete or partial refund. Please contact our customer service or live Support as soon as you find any problem after you receiving the products to avoid any postpone of better solution.
 
6) How Long Can I Receive the Refund from you?
Refunds will be processed within 5 business days after the confirmation of problems and our reception of returning products. And the PayPal refund can be seen in your PayPalPayPal account right away once it is processed.