suntekstore,suntekstore-logo
My Cart   0   item
Your shopping cart is empty.
Home > Customer Service > FAQ
FAQ

Here are the Frequently Asked Questions categorized in several topics. We strongly encourage you to go through this page first before contacting us for help.

Before Purchase

1. Is it safe to shop online at SuntekStore.com?

We respect your privacy and will never sell or distribute your personal information. You pay using your PayPal account or Credit Card via the PayPal Website option. Paypal is the world's leading secure online payment system, and you are fully guaranteed by PayPal's Buyer Protection. The reality is that shopping online is known to be more secured than placing an order over the phone and providing your billing information to a random agent whom you do not even know. You can rest assured that it is SAFE to shop online at SuntekStore.com.

2. How do I make a purchase?

There are 5 simple steps:

1) Find your product by category or by searching keyword(s);
2) After finding your product, enter the quantity and click the "Buy it Now" button;
3) Click the "Checkout" button;
4) Enter your shipping information and click the “Confirm Order” button;
5) Pay at the secured PayPal website.

Note: Products that show “Discontinued” are not available for sale.

3. What payment methods do you accepts?

We use PayPal's secure interface to accept payment. If you do not have a PayPal account, you can still use Visa, MasterCard or American Express via PayPal. Note that you are NOT required to open a new PayPal account just for this purchase.

Note: Sometimes PayPal is too strict and may reject your credit card even though it may be a valid one.  Unfortunately, that is beyond our control and we suggest that you try another credit card instead.

4. Where is my order shipped from?

We airmail directly from Hong Kong, China. You are able to enjoy such low prices and even worldwide free shipping because we take advantage of the lower operating costs (in warehousing and logistics) and we bypass the middlemen.

5. How will you ship to me?

The default free shipping option is via Standard Air Mail (Postal Service). If you are in a hurry, then you still have the option of our Expedited Shipping.

6. What is the normal shipping time?

The shipping time is approximately 7 to 15 business days. Most orders will arrive well within the advertised timeframe. The timeframe is an estimation and NOT a promise or a commitment. Occassionally, there may be slight delay due to variation of postal service in different regions, customs inspections, public holidays, weather etc. These are beyond our control.

After Purchase

1. I have not received my order yet (within 6 weeks).

We hate but have to say “Just hang in there!". Sometimes things happen. There may be slight delay due to variation of postal service in different regions, customs inspections, public holidays, weather etc. These are beyond our control. The default free shipping option is via Standard Air Mail (Postal Service) and it does not have a tracking number and therefore we are unable to trace it too. Please wait a few more days.

2. I have not received my order yet (over 6 weeks).

An order is considered lost-in-transit if it does not reach the buyer after 6 weeks of delivery. Please login at http://support.suntekstore.com using your email and order ID. Click the "Contact Us" button at the left side of the page to request for a full refund or a reship.

We will verify your mailing address. If you have carelessly provided a wrong address, then we cannot be responsible. If the address is correct, then we shall issue a full refund to you asap (for order under US$50) or reship by registered mail (for order over US$50).

3. My item is DOA (Dead-on-Arrival) or becomes faulty within 120 days.

Please login at http://support.suntekstore.com using your email and order ID. Click the "Contact Us" button at the left side of the page to request for a full refund or a reship. You must contact us within 120 days.

Depending on the type of item, we may request for photographic proof or we may request for the item to be returned for inspection. You are responsible for the return shipping fee. If the inspection result indicates that the item is not faulty, then you are only eligible for a store-credit instead of a refund or reship.

After verifying the defect, we can issue a refund or send out a replacement item as soon as possible. However, if a replacement item is not available, then we will issue a refund instead.

4. Can I cancel my order?

Please login at http://support.suntekstore.com using your email and order ID. Click the "Contact Us" button at the left side of the page to request for a cancellation. We do not accept cancellation over the phone.

We will try to intercept the order but we cannot guarantee it because we ship out orders very quickly. It also depends on when we read your request and NOT when you sent your request.

If the order can be intercepted, then we will cancel the order and issue a full refund. If the order cannot be intercepted, then we cannot cancel the order but you may return it for a store-credit.

5. Oops, I mistakenly bought a wrong item …

Please login at http://support.suntekstore.com using your email and order ID. Click the "Contact Us" button at the left side of the page to request for a return or an exchange. You must contact us within 120 days.

We will provide you with a RMA number and a specific return address you must use when sending your RMA package. You are responsible for the return shipping fee. We reserve the right to refuse any returns or exchanges for any reasons. A 30% restocking fee may be applied for all returns and exchanges at our decision.

6. What if I receive a wrong item?

Please login at http://support.suntekstore.com using your email and order ID. Click the "Contact Us" button at the left side of the page to request for a return or an exchange. You must contact us within 30 days.

Depending on the type of item, we may request for photographic proof or we may request for the wrong item to be returned.

7. OMG, I have entered the wrong shipping address …

Please login at http://support.suntekstore.com using your email and order ID. Click the "Contact Us" button at the left side of the page to request for an address change.

We will try to intercept the order but we cannot guarantee it because we ship out orders very quickly. It also depends on when we read your request and NOT when you sent your request. We cannot be responsible if the package has already left the warehouse.

8. How can I check my order status?

Please click here to check your order status. You need to provide your email and order ID.

Note that the default free shipping option is via Standard Air Mail (Postal Service) and it does not have a tracking number. Therefore, you will not be able to trace the package after it leaves our warehouse. If you have paid for Registered Mail or Expedited Shipping, then there will be a tracking number with more shipping details.