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COMMON PROBLEM

Shipping & Delivery

 

What shipping method does MC Mart use?

We have three shipping methods, they are Flat Rate Shipping, Standard Shipping and Expedited Shipping.

 

What Countries Does MC Mart Deliver to?

We can deliver orders to most countries in the world. Goods are sent from our warehouse by courier, and delivered direct to your door (home or company address). 

 

Can couriers deliver to remote areas?

Yes, wherever you are, we will be able to deliver the products to you. 
FedEx or DHL might in some cases apply a nominal "remote area charge". This is very rare but can happen when your delivery address is too far from the main logistics centers.

If your address is located in a remote area for the courier of your choice, we will contact you to discuss the issue. You will need to pay an extra $30 to cover the remote shipping fees from FedEx or DHL. However, if you do not want to pay any additional fees, we would suggest that you ship your order with EMS (Standard Shipping) or Flat Rate Shipping. We will refund you the difference in shipping fee.

If a key part of your product is missing on delivery, here is how we can solve the problem for you:

Contact us first, with your order number and product code; we will help to clarify what part is missing. For major, expensive and integral product parts we may need to follow it up as a "lost/stolen in delivery" If the part is small or an accessory, we will most likely be able to help you by simply re-sending it.If there is some problem receiving the delivery due to Customs

There's usually no reason to worry because:

MC Mart provides all the necessary paperwork for your shipment; In most countries it's pretty easy to import most kinds of consumer electronics; The actual process of customs clearance is usually handled completely by the delivery company (e.g. UPS, FedEx, DHL); If there is any duty (import tax) or other charges to pay, the courier will usually pay it first and deliver the products to you, and you pay the costs later. We keep track of all our deliveries. In the event that an order is delayed in customs or experiencing other issues, please feel free to contact us and we will contact the shipping agent on your behalf.

Customs Liability

If, for any reason, the products cannot be delivered to you due to a Customs problem, we will discuss with you case by case about how best to handle the issue(s). If goods cannot be delivered due to restrictions in your own country, this is solely your responsibility. For example, if you decided to try to import an Android phone, but this technology is illegal or restricted due to local laws in the delivery destination country, that is your responsibility to know about before you order from MC Mart. If the delivery failed for that reason, we cannot offer any compensation, because as the importer it's your job to know about the local regulations. Another situation in which you must accept liability is where your country requires you to have a licence to import commercial goods: in this case, it is your responsibility to know about this before you place an order on MC Mart, and in the case of a failed delivery, we cannot offer any compensation. As the importer you hold sole legal responsibility for responding to questions about imported goods delivered to yourself. Import duties, sales tax, and any other customs charges and fees, are your sole responsibility, as described in our terms and conditions. If a delivery fails because you do not respond in time to Customs communications, or you refuse to pay the applicable charges, we cannot offer any compensation.

 

Payment

 

Can I pay COD- Cash on Delivery?

No. Sorry. We can only accept payment in advance. You can use one of our secure payment methods to pay for your order. 

 

Payment Methods Accepted

MC Mart primarily uses PayPal to process secure online payments. Through PayPal, we accept MasterCard, VISA, American Express, Cashu, Webmoney, Boleto, Discover, and bank transfer (debit card).

 

What’s Paypal?

Paypal offers a highly secure method to send money from your credit card, bank account, or stored online credit, without telling online shops your confidential credit card numbers. MC Mart staff will never ask you for your full credit card numbers or Paypal login details. For your own security, please do not give this information to anyone (including our staff) and do not click on links inside emails purporting to be from Paypal. charge you a fee for uploading money to their system or making payments. Please check on their relevant information pages for specific details.

 

Warranty and Return

My Product Has A Problem! What Can I Do?

What to do in 3 steps:

Step 1

Try to troubleshoot the item by checking the manual we provide in the package .Often we can solve the problem for you without you needing to send anything back. In many cases the product seems to have a problem, but it can be solved by restarting, installing properly, or fixing an accessory.

Step 2

If you still have difficulties with your item especially for complicated products such as Car DVD Players, GPS or TV Boxes, we will recommend that you get the product installed or inspected by a qualified technician to confirm that it is faulty rather than incorrectly installed.

Step 3

Once you have confirmed the product is faulty after steps 1 and 2, you should contact us. Provide your order number and the product code and all the steps you have tried to remedy this issue. We will review your case to allow a return under warranty. 
So if the product doesn't work, we'll help you send it back to our returns address.

 

What if the product is broken?

If any product is faulty, you are protected under the MC Mart Warranty.

Assuming the product is still in warranty and was not physically damaged, you can return it to MC Mart and we will repair it, or give you an equivalent replacement product. All return cases are handled under our RMA policy: please consult customer support and do not send back any products without obtaining an assigned RMA case number from us. Under the wholesale terms and conditions, customers must pay the cost of shipping to return authorized RMA products back to MC Mart. In the case of sending back repaired or replacement items, MC Mart pays the return shipping cost back to you.

 

RETURNS AND AFTERSALES F.A.Q

 

1.How to apply for a return (RMA) or aftersales services ?

You can request a return by applying for an RMA (Return Merchandize Authorization) once the order is delivered. Please refer to the specific warranty time-frame for your product.

2.What if I have not applied for an RMA but a Customer Service agent offered me an after-sale solution, where can I check my RMA status?

You can check R.M.A status in your account in the RMA list page.

3.I have selected my preferred RMA solution in “RMA Type”, will you follow my recommendation or offer alternatives?

Our Customer Service will follow your recommendation as long as it is applicable to your case according to our warranty policy.

4.What if after an RMA has been been issued, the product finally works and I do not need to return the item anymore. What do to then?

Please kindly inform our Customer Service via our Support Center. Our Customer Service will close the RMA application for you.

5.What if after an RMA has been been issued and I find out that there are more problems for other items in the same order?

You can apply for several types of RMA within one order. However, we will resolve all after-sales issues one by one. In other words, we will resolve the previous problem first then the second one, next. If you need after sales service for different orders at the same time, please submit a separate RMA request for each order.

 

AFTER SALES AND RMA TIME LIMIT

1.How long will it take to get a response once I apply for an RMA ?

Customer Service will contact with you via Ticket system within 24 hours after the application. Please check the tickets in your MC Mart account. If the application does not need to be approved, the RMA status will be updated as “Processing” within 24 hours.

2.When do Ineed to return the item ?

Customers should return the parcel within 7 days once the RMA status has been updated to “Waiting For A Return”. Otherwise the RMA application will be closed automatically.

3.When will the returned package be received?

The exact length time depends both on the shipping methods that customers choose and the return address. The RMA status will become “RMA Processing” when MC Mart has received your package.

4.How long will it take for the status to change from “RMA process” to “Completed”? Please consider the following timeframes:

Please consider the following timeframes:

Refund:

For Paypal Account: 48 hours.
For Credit card Account: 10-14 business days.
The exact length of time is dependent on your card issuing bank.

Exchange:

In stock items: 3-5 business days.
Out of stock items: 7-15 business days.

Compensation ( Points or Coupon): 1-2 business days.

Repair: 7-14 business days.