FREQUENTLY ASK QUESTION (FAQ)

Ordering

Q: Why can you offer lowest prices for your items?

A: All products listed on eGlobal Central are 100% New and Authentic. We do not sell refurbished items unless it is otherwise mentioned in the listing. We source our products from trusted official suppliers around the world and then ship them into the United StatesCanada and Singapore directly. We can provide best prices to you because we cut out all the middlemen costs. Moreover, our daily operation is mainly online so we have lower costs. We will help you to save directly from your pocket. 

 

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: How does the warranty work?

A: As products are being imported from overseas, the Original Factory Warranty may not be applicable with your local dealer but eGlobal Central covers your item with our own 24-month warranty (12-month warranty for mobile, tablets and audio products) just as the original factory warranty. For more information, please refer to our Warranty Policy.

 

Q: How can I extend my warranty?

A: To extend the warranty for your consuming products, you may purchase the respective US-based Mack warranty with either a normal extended warranty or a Diamond service that covers even more, such as impact damage.
For more details please visit 
here or their official website.


Q: How do I place my orders?

A: Placing an order on eGlobal Central only requires 3 Steps:
1.First, search for your favorite items by brands, categories or simply by prices.
2.Second, add it/them to your shopping basket by clicking “Add to Basket”
3.Finally, checkout!

 

Q: Why should I provide a phone number when ordering?

A: Occasionally there is in connection with your order or questions to clarify. In these cases, we can reach you by phone faster than by email. Your data provided will be used exclusively by eGlobal Central and not disclosed to third parties or unauthorized personnel.


Q:How do I know if a product is in stock?

A: The availability of each item is updated several times daily and displayed online. You can see the stock status of each product under the selling price in the product description. 
Step 1: Search for your items by entering relevant keywords, brands, categories or prices range.
Step 2: Select configuration and quantity if needed, the click the button “ADD TO BASKET”
Step 3: Finally, click Checkout and fill-in your personal information to complete an order.

 

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: 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 to do is to provide us an email address and the delivery information. However, we still recommend you to register an account with us. With an account, it helps us ship more efficiently and speed up our processing speed in general. In addition, it is also easier for you to access and view tracking information for both your current and previous orders.

 

Q: How to create an account?
 
A: Creating an account is simple and easy, as we only require you to fill in an email address to be used for future updates of the order and the billing, as well as a delivery address so that we know where to deliver your ordered items. We do not store any customer information at any stage of the registering process. Just click here to “create an account” with us.
 
 
Q: How do I know my order has been placed successfully?
 
A: After completing the purchase you will automatically receive a confirmation message. You will also receive an automated email that will be sent to your registered email address. You can also log in 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 be successful. In this case, please contact our Customer Service Support for further assistance before placing another order.
 
 
Q: What security checks are used to make sure my purchase is valid?
 
A: From time to time, we may contact you or request further information/documentations from you to validate your order. However, we will do our best to contact you as soon as possible to minimize delays.
 
 
Q: How can I cancel my order(s)?
 
A: Please refer to our Cancellation and Return Policy for details regarding cancellations.
 
 
Q: How do I use a Voucher Code or Gift Certificate Code when placing my order?
 
A: Please fill in the input box named "Promo Code" at the Basket page or the Checkout page and then click “Apply”. Please note that promotion code 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: Do the products include printed English user manual?
 
A: As products are being imported from overseas, the printed user manual (if there is) may be in the language of the sourced region instead of English. Should you need an English User Manual, please select your brand through this page, or contact us and we will send you an English Manual at a small surcharge for administrative purpose.
 
 
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 color as described / differ from the photo shown on the site.
 
 
Q: Why would I find my Apple product I received has been activated?
 
A: In some circumstances, which is more likely on Apple LTE version items, you may find your Apple item has been activated a month ago due to the below reason: 1) quality checking by our product support team; 2) exporting requirements.  However, please be assured the item we sent to you is brand new and 100% original. Also please be reminded that our item(s) sent to you is/are brand new, you are only able to return it in the case the item(s) you received is faulty or DOA. This reason is not valid to request for a replacement.
 
 

Payment
Q: What types of payment method does eGlobal Central accept?

A: We currently accept PayPal Balance, Credit card (Visa/ Master/ AE/ Discover ) through PayPal. Please visit Payment Page for more details.

 

Q: Are there fees when I place order with you?

A: There are no payment surcharge for purchasing from eGlobal Central(US).

 

Q: Are there other hidden fees?

A: The prices shown on our website are Final if you ship your order to the U.S., Canada and Singapore. There are no import fees and no hidden charges involved for the customer. The price you see on the website is the final price you pay for the product.

 
 

Shipping and Delivery

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. 

 

Q: What countries do you ship to if I order through this website (www.eglobalcentral.com)?

A: We're happy to annouce that we now accept and ship orders to United States, Canada and Singapore. 

 

Q: Do you provide free shipping?

A: We provide free delivery for most items within the United States, Canada, and Singapore. Customers who make a purchase over $50 USD or above will be entitled a free shipping service within the United States, Canada, and Singapore



Q: Is my package insured?

A: Not by default. However, you are advised to apply for our shipping insurance, which only costs 2% extra of the total order value. We highly recommend insured shipping as you are 100% covered on lost parcel and damage during transit. Upon confirmation from courier, we will either send you a replacement or issue you a full refund.



Q: How are the orders being packed?

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

1. 
A foam board is inserted to protect the merchandise inside the package.
2. Bubble foam is used to fill up all gaps and loose spaces.
3. The carton is sealed using a specific security tape so the receivers will know that their package was not opened during transit.



Q: How long does it take to deliver?

A: With most products listed with in-stock status on the website, we will normally dispatch the order within next 24 hours. It takes normally between 3 to 7 working days to deliver your order with the Free Shipping Service and for some remote areas it takes 2 to 3 extra days. If you would like to receive items faster, you can purchase our premium shipping services. Please refer to our Shipping & Insurance Page for more details. However, under unforeseeable circumstances, delivery time can differ depending on the payment method and contact details provided in the order. To ensure the fastest possible delivery time, make sure your contact information is correct and fill-in as much as possible when you are going to place an order or creating an account.

 

Q: Why is there no information available for my tracking number?

A: We normally provide customers the tracking number of your parcel when we have the information. However, 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, sometimes taking up to 48 hours. Unfortunately, the time required for the tracking number to reflect the status of your package is subject to the courier and is out of our control.



Q: Why do my accessories take longer to arrive?

A: As per our Shipping & Insurance Page, an order with only small light-weight accessories will not be shipped with our courier shipping services, but rather with registered air mail. This service takes longer to arrive; approximately 15-20 days. To find out the items in your order or not under this consideration please refer to Shipping & Insurance Page.



Q: Can I collect my order in a store?

A: No. We currently do not have any physical store.



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

A: All our prices listed are the final price including Free Shipping Service. There are three other premium shipping services provided for you. Please refer to our Shipping & Payment Page for further details regarding the three premium shipping services. When you choose to use one of those premium shipping services, the cost will be added up to the total order amount.
 


Q: Who handles the delivery of my items?

A: To ensure the quickest delivery, we have chosen UPS and DHL as our partner courier to United States and Canada while Logistics Worldwide Express and Dragonlink Logistics as our current courier* to Singapore. After the order has been dispatched, you can trace your order by entering the tracking number on the following website.

UPS: 
https://www.ups.com/WebTracking/track?loc=en_us
DHL: http://www.dhl.com/en/express/tracking.html
Logistics Worldwide Express: https://www.lwe.com.hk/tracking/track
Dragonlink Express: http://www.dragonlink.net/

 

Q: What should I do if I am charged import duties?

A: We will cover the import duties. Please accept and pay the duties first, then send us the invoice or receipt with an Airwaybill or invoice ID. We will refund the associated fees to you upon receiving the electronic proof. If you are not sure about it, please contact our customer serviceFor orders ship to Mexico, please refer to our Shipping & Insurance Page for more details.

 

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

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

To ensure your order arrives safely, you may also consider shipping your order with our premium insurance shipping service. For more information please refer to our
 Shipping & Insurance PageShould you have inquiries about claiming the shipping insurance, you can submit ticket to us with the followings information. We will get back to you as soon as possible:

- Order number
- Purchase date
- Item model number
- Reason for the claim

 

Q: How do I track my order?

A: Tracking an order is very easy. Simply use the tracking number provided to you on the order dispatch notification. 
 


Q: Do you ship to PO Box addresses?

A: Unfortunately. Currently eGlobal Central does not offer shipping services to any PO Box addresses.

 

 

Technical

Q: What are the difference between NTSC and PAL?

A: If an item is in PAL format, then it may have issues to playback video directly on TV through an analog cable. It also depends on your TV, as if you have purchased it within the last 3 to 5 years(LCD, LED, Plasma), then there should be no problem. However, if it is an older TV (e.g. CRT), then there might be issues. Please pay attention if you are using a CRT monitor. If your device has a HDMI connector, videos taken by a PAL camera or camcorder should play perfectly on a HDMI-enabled TV.



Cancellation & Return

Q: How do I return my order?

A: Before returning your order, please read our Cancellation and Return Policy again to make sure that your return request meets the requirement. You may simply submit us a Return ticket at our Contact Page, our RMA department will normally acknowledge your request and advise the eligibility within 2 working days. For more details on the procedure please look at our illustration.



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

A: You can submit cancellation requests by e-mail or ticket for your order at any time when the order is still being processed by us. Please refer to our Cancellation and Return Policy again for more information.
 


Q: What is your return policy?

A: You can exercise the right to return an order within 30 days beginning the day after your items are received. The return request has to be received by email or ticket within the stated period. For terms and conditions regarding the 30 days return policy, please click here.



General Inquiries

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

A: Our business hours are Monday - Friday 0900 - 1800 HKT (GMT+8) (except holidays). Normally there would be lot of enquiries on Monday or the day after public holidays, however we will do our best to answer all the tickets within 48 hours. Please also check your spam folder in your email periodically as there might be a chance that our response to your ticket has been marked as spam by your email service provider. 

 
 
 

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