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FAQs

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 Cubezz.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 Cubezz.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 "Add To Cart" 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's payment methods?

- For retail: 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.

- For wholesale:

1) - if the amount is less than US$500, both of Paypal and Western Union are accepted;
2) - if the amount is more than US$500, both of Western Union and Wired Transfer are accepted;

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.For details of other shipping options, please refer to our Shipping Policy.

6. Is the shipping fee charged based on order or item?

We provide FREE SHIPPING for all Standard Air Mail orders. For Expedited Shipping, the fee is charged based on the shipping options, the total size and weight of your item(s) and your delivery destination.

7. 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 your account. Click the "My Feedback" button at the left side of the page to request for a full refund or a reship; or send mail to Service@Cubezz.com directly.

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) .

Please login your account using your email and order ID. Click the "My Feedback" button at the left side of the page to request for a full refund or a reship; or send mail to Service@Cubezz.com directly. 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 your account using your email and order ID. Click the "My Order" button at the left side of the page(or send mail to Service@Cubezz.com directly) 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 your account using your email and order ID. Click the "My Feedback" button at the left side of the page(or send mail to Service@Cubezz.com directly) 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 your account using your email and order ID. Click the "My Feedback" button at the left side of the page(or send mail to Service@Cubezz.com directly) 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 your account using your email and order ID. Click the "My Feedback" button(or send mail to Service@Cubezz.com directly) 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 login your account 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.

Others


1. How can I receive discounts and promotions?

Please subscribe to our Weekly Newsletter, so we may email you with great deals each week! Or you can visit our website regularly for exciting deals on new products!

2. I don't see an "Add To Cart" button with the item, why?

If you do not see the "Add To Cart" button with the item, the item is temporarily unavailable. Please check back later.

3. 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.

4. Why my payment status is pending?

Payment made by an e-Check will take some days to clear in PayPal. The status will be pending and we will not send your order until it is cleared.

5. How can I contact PayPal when I have a question of PayPal?

You can contact with PayPal by email, live chat and telephone.
www.PayPal.com. Choose the country and language in the top right of website
The phone number is:
+1-888-221-1161 (US & Canada Free)
+1-888-215-5506 (US & Canada Free)
+1-402-935-2050 (International)
+1-402-935-7733 (International)

6. I placed one order only but there are two transactions on PayPal, why is that?

There will be two transaction IDs for each PayPal payment. One transaction is for authorization only, and the other one is for the actual payment. They should be linked to the same transaction and there should be only one payment for these two transaction IDs.

7. I have paid, why the order status is still unpaid?

Due to PayPal server will be delayed sometimes, please wait 2-4hours and check it again. If still unpaid, you can contact with Local PayPal branch or provide your email and order ID number, we'll check and fix the problem.

8. I have paid, why there's nothing in my order list?

On very rare occasion, the order won't appear in your order list. Make sure you have paid it. Please provide your E-mail address, order ID (you can get the order id from your PayPal confirm email) and item SKU, Cubezz.com service center will check and handle it for you.

If your question was not addressed above, please contact us at: Service@Cubezz.com


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