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Customer Service

Ordering information

General

1. We  accept the online order. We also can development new products as you required. Please send your requirements to :sales@soliddigi.com .

2. All prices stated are FOB Wuxi. It does not include transportation costs which shall be borne by customers. 

Order Status

When you place your order, it will go through a series of steps during fulfillment.

1. Pending: Your order is submitted to us but without checkout.

2. Confirmed: Your order is accepted by us.

3. Processing: Your order is under processing. 

4. Deliveried: Your order is collected for assignment by the forwarder.

5. Traceable: Tracking information for your order is available. 

6. Waiting: Human interaction is needed for your order.

7. In production: Your order needs more than 3 working days processing time.

8. Canceled: Your order is canceled.

Remark:

1. We will reserve the “Pending” order for 2 weeks. If you don’t check out within this period, the order will be canceled.

2. Once your order has reached “Processing” status, it can no longer be canceled or otherwise altered in any way.

3. It normally takes 1-2 working days for the order status to change from “Deliveried” to “Traceable”, since we need some time to collect the tracking information from the forwarder and upload it to our system. You    can enter your order here to track it when its status reaches “Traceable”.

4. If your order is set as “Waiting” status, our Customer-Service stuff will contact you within 24-48 working hours to get this flag cleared ASAP. 

5. Some particular orders’ processing time will be longer than 3 working days, like the Fusion Service. We will apply the “In production” status flag to these orders.

6. Please contact our Customer-Service stuff timely if you need to cancel an order that order doesn’t reach the “Processing” status. To avoid any trouble, please recheck your shopping cart before checkout.

Shipping information

General

1. We can ship all in-stock orders in 1-3 working days as your payment has cleared.

2. All items are inspected before dispatch and are carefully hand-packed.

3. 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 responsible for any damage that may have occurred in transit.

4. Actual shipping costs are calculated during checkout. For an 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.

5. We will ship according to the shipping address you provided, please notify us any address change before your order is marked “Shipped” to avoid parcel loss.

Shipping options

We offer competitively priced DHL/UPS shipping service.

We can contact the forwarder as you required. Please tell us the detailed contacting way of your forwarder's. If you have any agent in China, we also can send the goods to your agent. We will charge you the inland express cost. But we regret that we can't hold the responsibility for the possible loss.

DHL/UPS
  • DHL3-5 days not guaranteed, tracked, not insured, delivery by end of day
  • UPS Worldwide Express Saver 1-3 Business Days not guaranteed, tracked, not insured, delivery by end of day
  • Customs, Duties and Taxes
  • 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. We will not hold responsible for any extra charges once the original package has been shipped.
  • If the customer refuses to pay these extra charges, the return shipping and any additional fees will be taken out of the cost of the order, with any remaining funds being refunded to the customer.
  • Customs are quite different in each country. Please comment while you are placing order about the requirements, we will support as much as possible.


If the customer refuses to pay these extra charges, the return shipping and any additional fees will be taken out of the cost of the order, with any remaining funds being refunded to the customer. 

Customs are quite different in each country. Please comment while you are placing order about the requirements, we will support as much as possible. 

Payment information

Payment Term is DELIVERY AGAINST PAYMENT, we DO NOT accept C.O.D. orders. 

We accept the PayPal, Credit Card and Wire Transfers. 

PayPal: 

It is possible to make an electronic balance transfer via PayPal to: sales@soliddigi.com . You can choose this method directly during the online payment process.

Credit Card:

In order to pay by credit card, you will be required to enter your credit card number with the date of expiry once you reach Checkout. We accept Visa and MasterCard. 

Wire Transfers:

Wire Transfers can only be used on orders with a grand total (subtotal plus all additions and deductionsshipping fees excluded) of at least $500.

For order > $2000, Wire Transfers is preferred.

Wire transfer payments usually take 3-5 business days to clear. We will not ship your order until your payment is verified by our bank. Please send a copy of the Wire transfers receipt to our customer service, it is not sufficient to release an order, but will help to push the delivery date.

Support:

To ensure your questions to be answered timely, please submit them to the appropriate department. 

Technical Support:  support@soliddigi.com

Most information (documentation, specifications, etc.) we have on our products are available for download on each product's page. 

SOLID does not provide consultation services. If you need advice on designing your project or if you're having a problem with something, please submit it to SOLID Technical Support Forum . You would have the great helps from the community. Technical Support can only help suggest products to purchase, and ensure that those products are working as expected. 

Order Relate: order@soliddigi.com

When asking questions about an order and shipping, please include your order number.

Quality Issue:  QC@soliddigi.com

If you got a defect, please email:QC@soliddigi.com .  We will do our best to locate the cause and work out a satisfying solution ASAP.

Payment Issue:  fan@soliddigi.com

Please contact us If you have met any problem during check out with PayPal or Credit Card.

General Information: info@soliddigi.com

If you are uncertain to which department you should send your question, please select "General Information" and our support team will help to direct it to the appropriate department. 

Warranty:

We guarantee to provide accurate descriptions and high quality product. If you have any problems with your order, please notify us within 60 days from date of shipment of any defective product. You agree to pay for the return shipping on exchanges and returns and we will reimburse this cost upon verification of a defect with the product. Furthermore, no warranty will apply if the Product has been subject to misuse, static discharge, neglect, accident, modification, or has been soldered or altered in any way.

Returns:

If you are not satisfied with a product you bought, for whatever reason, it is possible to return it for refund within 5 days of receipt (10 days for an exchange). You must first advise us by email: order@soliddigi.com for return authorization. 

No returns will be accepted without having previously obtained a return authorization. All returns must be in its original mint and clean condition. Returns on damaged, scratched, programmed, burnt, or otherwise 'played with' product will not be accepted. The product must then be returned in its original packaging with its receipt and a small note for the reason of the return. The note will help us to serve you better and improve our products. Reimbursement will be denied for any products which do not conform to the abovementioned conditions. 

Please note that all items will be reimbursed within 3 days of receiving the product (shipping fees excluded). You must cover the cost of returning the product. You will need to pay for shipping (if you want a refund instead of a replacement). Shipping fees will only be refunded if the return is a result of a shipping error on our part.  

Auto Notify

When the product is out of stock, you can leave us your E-mail address, and we will notify you by e-mail when it becomes available.

Due to limited supply, all stock is sold at first come first serve basis. Auto Notify does not guarantee availability and price. All prices are subject to change without notice.

We will not send you any other e-mails or add you to our newsletter; you will only be e-mailed about this product!

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. We will not hold responsible for any extra charges once the original package has been shipped.