FAQ

Q: Why are your items so cheap?

A: Don't worry, all products listed on iTradeCenter.Store are 100% Brand new and Genuine. We do not sell refurbished items unless it is specifically mentioned in the listing. We source our products from trusted official dealers around the world. Therefore we are able to cut most of the middle-man expenses to allow us to offer you low prices, helping you save directly from your pocket! Moreover, our operations are online and as a result have lower costs.

Q: How do I place my orders?

A: Placing an order on iTradeCenter.Store is easy. 

1. First, Search for your favourite items by brands, categories or simply by prices.
2. Then, Add it/them to your shopping basket by clicking “Add to Basket”
3. Finally, Checkout!

Q: How do I know whether an item is in stock or not?

A: Our system updates product availability several times a day according to our warehouse inventory level on the item. You can find this stock status on the product page. When we have inventory on the item, the stock status would be shown as "In Stock". If we run out of stock of an item at that moment, the stock status would be shown as "Not Available" and in such case, please allow us some time for restocking and end us email to get more details. Please note that as our stock availability status may not be updated in real time as there will be a transition time slot of which is needed for our warehouse information to be uploaded in our site. However, should your order has been placed and no stock is available to be allocated to your order, we shall inform you via email to provide you with an update of your order status.

Q: Do I need an account when placing orders?

A: There is no need to register for an account to place an order with us; all you need therefore is an email address and the delivery details. However, we still recommend that you register an account with us as it may, in some circumstances, assist us in shipping more efficiently and speed up our processing pace. It is also easier for you to access tracking information for your orders and as well as to view your current and past orders.

Q: How do I create an account?

A: Creating an account is easy, we only require you to fill in an email address used for future updates of the order and the billing, as well as delivery address so that we know where to deliver your ordered items. We do not store any customer sensitive information at any stage of the registering process.

Q: Why should I have to give you my contact phone number when registering an account or placing an order?

A: We need a valid contact number as in any event that we need to contact you urgently due to possible issues with your order. Please be assured that all your personal information will be used by iTradeCenter.Store only and would not passed on to any third parties and unauthorised person. Please refer here for more information on our Privacy Policy.

Q: How do I know if I have placed an order with you?

After placing a successful order on our website, you will see an order confirmation page, displaying your "Order ID". You will also receive an automated email that will be sent to your registered email address. You can also log on to "My Account" to check your recent order history. If you cannot see order details in your account and no confirmation email has been received within 1 working day, it means the order may not have been successful. In this unlikely event, please contact our Customer Service Support for further assistance before placing another order.

 

Q: How can I cancel my orders?

A: Please refer to our Cancellation & Return Policy for details regarding cancellations.

Q: How do I use a Voucher Code or Gift Certificate Code when placing my order?

A: If you have the code, please fill the input box named "Discount code" at the Checkout page and then click “Apply”. Please note that discount codes may not be used in conjunction with other offers. You may refer to the corresponding Terms and Conditions on the codes or the corresponding promotion page for details. 

 

Q: The price of the item that I have purchase is cheaper now, could I get the refund of the price difference?

A: Our listing price fluctuate from time to time due to the demand and supply of the specific item. We are unable to issue the refund of the price difference to match current listing price. 

Q: What would be the operating language for my ordered product?

A: The product we sell would come with the default language setting, which would be in English (International). Should you have a specific preferable language setting of the product, please contact our customer service agent prior your purchase through ticket.

Q: What would be the language of the Manual for my ordered product?

A: The manual provided in the box will came with the default language, which would be English, however, links to the offical site are provided for your reference. Please also note that due to environmental concern, many products from some manufactures now come with user guides and manual in CD-ROM format only. This is out of our control. 

If an English Manual is preferred, you could purchase the printed manual please visit the manufacturer website. However, please take note that it would not be a 100% guarantee that we could provide the relevant printed/ copied manual for all items on our website.

Q: Would I find an official charger from your product?

A: As we source item globally, the item you have purchased will come with the original charger, but if the charger that comes in the box is not your local plug, we will provide a travel adapter for you to use the item.

Q: Can I request a refund if the free gift from promotion is not the way I expected?

A: We are sorry to inform you that we would not able to provide any refund in any scenario that includes but not limited to: the free gift is the incorrect size / does not match the colour as described / differ from the photo shown on the site.

Q: I did not receive any emails from you after placing my order. What is wrong?

A: Due to certain spam filters and for some email clients, our emails may be sent to your spam folder. Please kindly check this folder and if you see our emails, un-mark it as spam to ensure that you can receive our future emails. There may also be a chance that you incorrectly entered your email at checkout. If you do not see any emails in your spam folder, please send an email to our support team or create a ticket, mentioning this with your name and ordered items so that our teams may locate your order for you and correct your email.

Q: What kind of payment method does iTradeCenter accept?

A: We currently accept Visa, MasterCard, Visa Delta and Visa Electron, Bank transfers. We cooperate with Stripe and Revolut. Please refer more details on our Payment page.

Q: Can I pay my order by instalment?

A: We are sorry to inform you that we currently do not accept such payment method.

Q: Do you offer free shipping service?

A: No, but our rates are very competitive and depends on product size and weight. Please check the price as checkout. 

Q: How are the orders being packed?

A: We make sure our customers receive goods in the best possible condition.

1. We insert a foam board to protect the goods inside the package.
2. We then use bubble foam to fill up all gaps and loose spaces.
3. We then seal the carton using a specific security tape so the receiver will know that their goods have not been opened since dispatch.

Q: How long does it take to deliver?

A: Please refer to our Order Realization & Shipping Process Page for more details.

Q: Why is there no information available for the tracking number I am given?

A: We provide the customers with the tracking number of your package as soon as we have the information. However this may mean that you could receive the tracking number before the courier company has updated their database or uploaded the information to their website. The tracking details will only be available after a while, normally it taking up to 48-72 working hours hours. Unfortunately the time required for the tracking number to reflect the status of your package is subject to the courier and it is out of our control. Please refer to our Order Realization & Shipping Process Page

Q: Can I pick up my item at your store?

A: We are sorry to inform you that we currently do not have a high street store. 

Q: Where do you ship to?

A: We currently offer shipping to the Europe countries and we plan to ship some of the group of products to US. 

Q: How do I calculate the delivery costs and charges?

A: The shipping costs are calculated at checkout base on the rates provided by the couriers and size x weight of the products. We offer free shipping service please refer to our Order Realization & Shipping Process Page 

Q: Who handles the delivery of my items?

A: As we would like to ensure the quickest delivery, our default delivery method is to be handled by DHL/ Fedex/ TNT/ DPD. Please refer to our Order Realization & Shipping Process Page for further shipping details. 

Q: What if my item ordered is lost or damaged during transportation?

A: This rarely happens, but to ensure the best service experience to our customer, we provide insurance coverage if and only if the courier company confirms loss of your parcel.

To ensure your order safety, you may also consider shipping your order with our premium insurance shipping service. For more information please refer to our Order Realization & Shipping Process Page page.

Should you have an issue about claiming the shipping insurance you may sumbit us a ticket with the following information: 1) Order number, 2) Purchase date, 3) Item model number & 4) Reason for the claim. We will get back to you as soon as possible.

Q: How do I track my order?

A: Tracking an order is very easy. You will receive the tracking number and the link to track your package. 

Q: Do you ship to PO Box address or hotel?

A: Unfortunately no. iTradeCenter.Store does not currently offer shipping services to PO Box address, BFPO address, hotel, as well as guest house.

Q: Could I change my delivery address before or after goods is dispatched?

A: If the order is not fulfilled yet, please contact us ASAP to provide the changes in the address

Q: Where is my order?

A: Once we ship out your order, the parcel will be in the hands of the courier. To get latest updates on your parcel, please refer to the tracking number we will send to you once we have dispatched your order. As it is out of our hands, it is the responsibility of the customer to check this and to contact the courier if there is any issues to arrange re-delivery, receive pick up instructions etc. If there is an issue that you can not solve with the courier, you may contact us and we will try provide assistance where possible.

Cancellation & Return

Q: How do I return my order?

A: Before returning your order, please read our Cancellation & Return Policy again to make sure that your return claim meets the requirement. You may simply submit your request by opening a ticket with us and our service department will normally acknowledge your request and advise the eligibility within 2 working days. 

Q: Can I cancel my order if I change my mind?

A: You can submit cancellation requests by opening a ticket with us for your order at any time when the order is still being processed. Please refer to our Cancellation & Return Policy again for more information.

Q: What is your ‘14 Days Return Policy’?

A: You can exercise the right to return an order within 314 days after the day you receive the goods. The return request has to be submitted by opening a ticket and acknowledged by our Service department within the stated period. For terms and conditions regarding the 14 Days Return Policy, please follow this link.

Q: How does the warranty work?

A: Please refer to our Warranty Policy.

Q: How long would it take for you to respond to my ticket?

A: Typicaly the reply will came within 24h. Please notice that it can take some extra time when there is weekend or holidays.