Shipping & Returns
- Registered Air mail shipping service.
- EXPRESS shipping service.
- The Registered Air mail shipping is not available for order over 2Kg weight.
- The shipping costs are calculated during checkout. For an estimate before checkout, you can click "Estimate Shipping" from the Shopping Cart page. It will provide a list of estimates for the shipping methods available to your selected destination.
- The Air mail is calculated per 10g, starts from 3.18USD including handling and package fee. Single product less than 10g according to 10g calculation, more than 10g is every 10g increase 0.18USD.
- Actual shipping costs are calculated during checkout. For the Express, you can estimate before checkout, please add the items you intend to order to your cart, and then click "Estimate Shipping" from the Shopping Cart page. This will provide a list of estimates for the shipping methods available to your selected destination.
- You should expect to pay any amount charged by the government in your respective country. This includes, and is not limited to, duties, taxes and any extra fees charged by the courier company.
- There are some places which are remote for DHL shipping that need extra shipping fees. If it happens to be your address, we will inform you by email about it.
- We can ship all in-stock orders in 1-3 business days as your payment has cleared.
- Air mail normally takes 7 to 25 days to reach majority of the world, but shipping time is greatly affected by factors beyond our control, like weather, post office delay, custom and etc. We couldn't guarantee a timely delivery but will perform the best on our side. If your order by Air mail is notified as "Traceable" for 30 days without reception, please contact your post office and notify us. We will follow up closely to track the parcel, and refund/reship in the worst case.
- It normally takes around 3-5 business days for DHL to arrive at its destination. You can track the state of your shipping in DHL’s website, delivery by end of the day.
- Affected by Covid-19, there will be some delay on the delivery.
- After your payment has cleared, we will preparing your order, and if there is no comment leave in order for the address and we don’t receive the address change notification, we will ship your order according to the shipping address you provided in the account information. Please notify us any address change before your order is marked “Shipped” to avoid parcel loss.
- All items are Inspected and carefully hand-packed before dispatching.
- With standard courier practice, you check the contents of the parcel before signing for your goods. If you do not we can’t be held liable for any damage that may have occurred in transit.
Warranty & Return
With Elecrow, you can be sure of the consistent, product that meets high quality and safety, delivered in spec and on time. In the event that you are not satisfied with your purchase, simply return it within 30 days from the date of shipment. Please keep in mind that all returns must be unused and undamaged and all packaging, labels must remain intact and be attached with the item. If your item is found to be faulty within 12 months warranty, you have a manufacturer warranty from the date of shipment and permanent technical support.
30 Days No Reason Returns
If you are unsatisfied for any reason with your purchase, you can initiate a return or exchange up to 30 days from the date of shipment. For all eligible returns, item(s) must be unused and undamaged and labels and tags must remain intact and returned in their original packaging. Otherwise, the item may not be eligible for return.
We can arrange a partial refund, which will cover the price of the item minus the shipping fees. You will be responsible for paying the return shipping fees. Once we’ve received the returned item, we will then process your total refund, excluding return shipping costs, to your original method of payment. Please note that all refunds are processed within 3 business days.
For any issues, please contact us and follow our warranty process:
To initiate a return for an exchange or refund, please email us at firstname.lastname@example.org stating your reason for return and attach images/video of the product, provide your order number. Once your request is approved. you can return the item to our warehouse and we may request the tracking numbers of your item(s).
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.
Order Cancellation before Shipment:
If you need to cancel your order, you must cancel within 24 hours to receive a full refund. Contact us via email@example.com to have your order canceled immediately. Please provide the order details, including the order number, receiver's name and/or email address. Your refund will be processed and a credit will automatically be applied to the original method of payment within 3 business days.
Order Cancellation after Shipment:
No, the order can't be canceled after shipment. If orders are rejected at delivery, you will receive a full refund minus a shipping fee after we receiving your returned item.
Please notify us in advance for any of the following returned reasons, so we can anticipate that return or exchange. For more than the warranty period, the customer needs to pay for after-sales repair postage and replacement postage by the consumer.
If you feel you have received a faulty or defective product, we want to quickly correct the problem, please contact us at firstname.lastname@example.org before returning the item. We will, upon request, replace the item or issue the full refund.
Received the Wrong Item:
We follow careful order picking procedures to ensure every item in your order is correct, but occasionally we do make mistakes. You can choose to keep the wrong item with a partial refund or request the correct item. To request the correct item, we may offer you a free-of-charge return shipping label. After receiving your returned item, please send us an email to email@example.com indicating your order details. We will, upon request, send you the correct item.
Item Damaged During Transit:
In the unlikely event your item arrives at you in less than perfect condition, please reject the delivery immediately and get in touch with us at firstname.lastname@example.org. We will work with the shipping company and expedite your new replacement order. Alternatively, a full refund or exchange can be requested after we’ve submitted a damage claim with the shipping company and receive confirmation. We may require images and/or videos of the defective product.
Missing or Lost Item:
If you suspect your package is missing or lost, please email our customer service team at email@example.com with the order number as well as the tracking number so that we can initiate a lost package claim. This claim will help in the recovery of your missing or lost package.
If you find any performance issue with the product which is covered by this Limited Warranty within the 12 months warranty period from the date of shipment, Elecrow will provide repair service free of charge or replace defective components. Elecrow will undertake one-way shipping cost. Regarding the quality issue found at the products which do not apply to this limited warranty, Elecrow will provide charged repairing and service fees. All the charges related to repair, shipping and handling will be borne by the customer.
Some of the most frequently asked questions are archived at Elecrow Forum. Please search there before posting. You can contact the Elecrow directly or post questions on Forum for accurate answers to your technical questions or for additional information or specifications that are not posted on the Site. Please feel free to contact us if you have any questions, We have lifetime technical support for our customers.
This limited warranty &free repair service do not cover products that are out of warranty repair (Warranty period) and do not cover any damage caused by:
- Any failure of the product because the operating environment does not match the relevant national standards, including but not limited to overvoltage, overcurrent, lightning, high temperature, extremely high humidity, vibration.
- External causes such as earthquakes, fires.
- Unexpected factors or human behaviors such as liquid contact, abuse, oxidation, rust.
- Failure to follow the product instructions to install, use, maintain, store the product.
- Unauthorized modifying, decomposing, and assembly of the product.
- 6. Natural product degradation through wear and tear, along with breakage/damage during use, is solely the customer's responsibility and is not covered by our warranties.
- 7. Including but not limited to other non-design, technical, manufacture, quality issues.
Please carefully follow our warranty process to minimize any delays:
- Describe the problem with your item in detail: What happened? When? How? Please also state your full order number.
- Tell us what steps you have already taken to resolve the issue.
- Provide the item code indicated on the outer packaging.
- Send a clear photo or video showing the defect(s); these should be taken under good lighting.