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This page contains answers to a number of common order questions.


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Before Ordering

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Does DealExtreme.com match competitors pricing?

Although it is not always possible to match the prices offered by our competitors, we would like the opportunity to win your business.

On the product pages, there is a "report a lower price" link. Simply click on the link and enter the lower price you saw, and the source for the price then send it to us. We will try to match the price and update the price displayed on our site.

Prices considered for Price Match must be for IN STOCK products and available as a NEW item at a retail web based store, with full e-commerce functionality, a valid SSL certificate and credit card verification. Exact brands, packaging, items, model numbers and part numbers must match to qualify for Price Match requests. Most computer products are sold as Retail, OEM or Promotional products, and while they are often similar products, we cannot match prices on items with different packaging.

As verification of competitors' pricing is done manually, please allow 3-7 business days for the Price Match process. Edit

Is it safe to shop on-line at DealExtreme.com?

At DealExtreme.com, we guarantee your privacy and on-line shopping safety.

We are secured by a Geotrust Premium SSL certificate to ensure that your personal information is encrypted and secure when you communicate with DealExtreme.com. We do not store any credit card information. All billing information is processed by PayPal.com, an online bank owned by eBay considered trustworthy today. PayPal is secured by multiple industrial security technologies including solutions from VeriSign.

We occasionally send out email promotions and newsletters to our customers. These e-mail are sent very sparingly (approximately 1 per month). You can opt-in and opt-out at any time.

We will never share your personal and private information with anyone, and any personal information collected by us is only used to properly process and deliver your order.

DX follows all of the existing Google's Remarketing Privacy Guidelines, Policies, and Restrictions. DX uses Analytics data and the DoubleClick cookie to serve ads based on your prior visits to DX.com. You may opt out of the DoubleClick cookie by visiting the Google advertising opt-out page or you may opt out of Google Analytics by visiting the Google Analytics Opt-out page.

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What are the available shipping methods?

DealExtreme offers regular air mail post and registered airmail post shipping methods for free. For larger or urgent orders, customers are welcome to choose EMS Express for faster delivery of products for a nominal upgrade fee to cover cost. The EMS upgrade option and fee information are available via a selection box on the shopping cart page before you checkout. All the EMS fee quoted on the checkout page are base on Unite State standard, if the EMS service in your countries (such as Brazil, Russia) cost more and additional EMS fee are needed. We will contact you directly for the payment required.

We automatically upgrade larger orders to EMS Express for faster delivery. You may check the shipping option in your shopping cart for the words "EMS: free upgrade".

For countries not served by EMS, Registed Airmail Service will be used instead. In such situation, EMS fee paid will be refunded.



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How fast is EMS Express?

While it generally takes 7 to 14 business days for air mail delivery, EMS takes about 3 to 5 business days for most countries (including the US). Please note that processing and packaging time still apply (see the processing schedule below).


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Do you offer any shipping discount on multiple products purchased?

DX offers site-wide free shipping so you pay nothing on shipping at all. We do offer free EMS upgrades for larger orders for faster delivery.

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Is there any discount for bulk/volume purchases?

DX provides two methods for you to get bulk/volume purchase discounts:

1.For most customers our bulk rates is the best option to use. To see the volume discounts for a product, simply click the "Buy Multiple and Save (from 3+)" tab on the product's page. To enable bulk discounts, use coupon code: BULKRATE during checkout.

Please note the bulk rate discounts are based on the original prices of each item. That means during promotions, discounts are applied against original prices, not against sale prices. When the bulk rate coupon code is used, bulk discounts will be displayed just above your grand total in the shopping cart. A $1.70 package tracking fee will be applied to your shopping cart to ensure safe delivery of bulk orders.

2.For larger orders, please visit VolumeRate - our dedicated wholesale team. As a wholesale customer, VolumeRate staffs will provide all the flexibility and customized service you need.

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Does DealExtreme.com handle International orders?

Yes, we ship worldwide at no additional charge.

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How are Tax and Customs duties handled?

Because DX sends products from Hong Kong (a free port), there is no sales tax or duties imposed by the Hong Kong government. Customers do not have to pay any sales tax or export duties when they purchase from DX.

Statistically, well less than 1% percentage of all DX orders have ever got opened by the Customs in customers' countries. If the package is checked by their country's customs office when the item arrives in their country, however, customers are responsible for import duties, tariffs, and taxes.

Although the chance of packages being Customs assessed is small, DX strongly encourages all customers to check with their local Customs office for any potential import taxes, duties, and tariffs. In addition, some products may require special licenses or permits to import (such as high powered lasers). DX is not responsible for products being confiscated by the Customs in customers' countries.

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Can I change my delivery address after I have placed my order?

You can change your shipping address by going here: http://www.dealextreme.com/accounts/ and enter your PayPal's e-mail address and your order number. Address and recipients can be changed when the order status is Order Pending or Waiting for Supplier. When it is showing 'Packing/Processing', please contact us as soon as possible to change your address. We will do our best to have your delivery details changed. Note that in some circumstances the package may be already left our warehouse before your request is processed and thus address cannot be changed.

If you cannot change the address using the order tracking page, contact us at http://services.dealextreme.com/ and select Question Type 'Change Shipping Address'.

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If I chose to use free shipping, can I trace the order with the tracking number?

If you have a tracking number starting with a 'R' or 'CP', your free shipping package's departure status can be checked at the Hong Kong Post website using the tracking number displayed in order tracking. Hong Kong Post's track and trace service is available at http://app3.hongkongpost.com/CGI/mt/enquiry.jsp. Customers from the following countries and regions can receive the live arrival status of their orders online, when the packages arrive at their countries and regions. Here are some of the sites for tracking arrival information (visit http://app3.hongkongpost.com/CGI/mt/enquiry.jsp for a complete list):

United State of America: http://www.usps.com/shipping/trackandconfirm.htm

United Kingdoms: http://track.royalmail.com/portal/rm/track?catId=500185&mediaId=22700601&keyname=track_home

Canada: https://obc.canadapost.ca/emo/basicPin.do?language=en

South Korea: http://service.epost.go.kr/iservice/ems/ems_eng.jsp

Singapore: http://www.singpost.com/ra/ra_article_status.asp

Visit http://app3.hongkongpost.com/CGI/mt/enquiry.jsp and use the drop down menu on that page for a complete listing.

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Do you ship to APO address or PO box?

DHL and EMS couldn't ship to APO address or PO box while the HK air mail do.If you choose the DHL and EMS shipping method while the address you provide is APO address or PO box,we will ask you to provide with us an normative address to make the shipment.

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Why should I buy via Paypal?

PayPal is a trusted eBay owned company. Paypal makes online purchases easy by providing fast certified payment, competitive exchange rates for international purchase, and easy record keeping of activity. Paypal also protects your financial information during transaction.

When you checkout via PayPal, DX only sees the shipping address you specified in PayPal and optionally a telephone that you explicitly wish to share with us.



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How can I contact PayPal by phone?

+1-888-221-1161 (US & Canada Toll Free) +1-888-215-5506 (US & Canada Toll Free) +1-402-935-7733 (International) +1-402-935-2050 (International)

These phone numbers are also found on the Internet. PayPal may change the numbers without noticing us. For the latest phone numbers and other contact methods, please visit http://www.paypal.com/.

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What do I need to checkout via PayPal and/or open a free PayPal account?

There is no special license or requirements to send/receive money through Paypal. Here is all you need to open a free account and pay via PayPal:

1. a valid email address, and 2. a valid credit card or bank account.

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What payment methods do you accept?

DX accepts PayPal and Credit Card payment methods. With PayPal, you may pay via Credit Card, Debit Card, and Bank Accounts via EFT. These are all automatically performed by PayPal. You do not need to do any extra work. The checkout process is familiar and industrial standard.

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Is it safe to buy from DX with Credit Card?

Here at DX we take your privacy and the protection of your information very seriously. Our purpose in collecting and storing your shipping information is to provide you with an efficient and safe shopping experience. Unlike other online merchant sites that collect financial information directly, we only store the information that is necessary to deliver the products and service you want.

As the credit card payment gateway partner of DX, eGate Payment Technologies will only store credit card information as necessary as possible in a fully secured eGate Payment Certificate of Compliance

DX will NOT store any sensitive information except the Card Holder’s Name, the first six digits and the last four digits of the card number.In addition, as per PCI DSS Requirement 3.2.2, neither eGate Payment Technologies nor DX will store the CVV2 code of any customers' credit card. DX will also never share any of your information with 3rd party companies or anyone else.You can be assured that because of these serious measures your information is always safe and secure.

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Why is my credit card payment failed?

Payment with credit card may fail because of bank authorization and fraud prevention systems. If you are having trouble making a payment via Credit Card, you may contact your card issuing bank or PayPal directly. Here are PayPal's phone numbers:

+1-888-221-1161 (US & Canada Toll Free) +1-888-215-5506 (US & Canada Toll Free) +1-402-935-7733 (International) +1-402-935-2050 (International)

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What is the declaration on the shipping label ?

For orders shipped with Airmail Service, the name of product category will be used as declaration and the declared value for most countries is between 30% to 60% of the package value. Norway/France/Demark are exceptions and use the real value. Besides, without specail requirment, invoices/receipts are never included in the packages.

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What is 3D Secure on Credit Card Payment ?

3D Secure (3DS) is the new technical standard developed by Visa and MasterCard designed to combat online credit card fraud. It was developed by Visa to improve the security of Internet payments and offered to customers as the Verified by Visa service. Services based on the protocol have also been adopted by MasterCard, under the name MasterCard SecureCode. Cardholders who have registered for Verify by Visa or MasterCard SecureCode use their password to validate their identity whenever they make a purchase on a participating site.

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Why should I use 3D Secure ?

The main advantage of 3D Secure is that there is a decreased risk of other people being able to use your payment cards fraudulently on the internet.

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How can I get 3D Secure ?

If you're a VISA cardholder, please click here:

https://usa.visa.com/personal/security/vbv/index.jsp

If you're a Master cardholder, please click here:

http://www.mastercard.us/support/securecode.html

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Does DealExtreme has any oversea warehouses ?

Yes, to shorten your waiting time, we have set up oversea warehouses in UK,US and Australia to make customers get the packages faster. To purchase from our oversea warehouse, you may simply visit here UK/US/AU Warehouse Items

Nov 25, 2011 HKT A marginal price increase will be applied to all items shipped from the Australian and UK warehouses to offset increasing operating costs.

Australian and UK orders placed before Nov 25, 2011 HKT and all Hong Kong and US warehouse items are not affected. Edit

Which countries does DealExtreme ship to ?

HK Warehouse ships to
Worldwide


UK Warehouse(the SKU number starts with 9044)ships to
United Kingdom,France, Germany, the Netherlands, Spain, Denmark, Ireland, Belgium, Switzerland, Italy, Portugal


EU warehouse(the SKU number starts with 8440)ships to
Britain, France, Germany, Italy, the Netherlands, Belgium, Luxembourg, Denmark, Ireland, Greece, Portugal, Spain, Austria, Sweden, Finland, Malta, Cyprus, Poland, Hungary, Czech Republic, Slovakia, Slovenia, Estonia, Latvia, Lithuania, Romania, Bulgaria


US warehouse(the SKU number starts with 9001)ships to
Unite States


AU warehouse(the SKU number starts with 9610)ships to
Australia


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How long does it take oversea warehouse to deliver the packages?

Approx. 1~3 business days to most UK/US destinations and Approx. 3 business days to most Western Europe destinations

This information is provided by the carrier excluding weekends and holidays. Note that delivery times may vary, particularly during peak periods or in-climate weather conditions.

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If my countries is not listed, but I am near the oversea warehouse, can I purchased those items?

We apologize to let you know that if your shipping address is not within our target countries, purchasing the oversea items is not allowed. If you already placed a order for them, your order will be cancelled and full refunded.

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Can I choose to ship the available items first ?

Yes. Please select "Ship the available items first" when you checkout with your order.

P.S: If you choose to ship the available items first, we will give priority to the available items and your order will probably be split.
If you would prefer to ship all your items in one package, please leave it and do not click the box.
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After Ordering

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My order is shipped, why isn't there any tracking information available for the registered Airmail/EMS package?

Live tracking is only available after the carriers have a chance to initially scan the package. Between the time the item leaves DX and the time it is scanned, tracking numbers may not show any results. For Express packages (sent via EMS/UPS), the delay is about 24 to 48 hours. For Airmail and Registered Airmail packages, it takes 3 to 5 working days for postal tracking to show online.

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What is my order status? And how long will it take to process my order?

Once an order request has been received by us, you will receive periodic e-mails from us regarding the processing of your order. Within 24 hours of your order being shipped, you will receive an e-mail that contains the carrier tracking number (when available) for your order.

You can obtain your order status directly at the DX Account Manager with your order number (or transaction ID) and e-mail address.

Your order goes through several steps before reaching your door. (The estimated delivery time is quoted by carrier, it may few days delay during rush season. e.g. Christmas, New Year etc.). Here are those steps:


*Tracking Note: Live tracking is only available after the carriers have a chance to initially scan the package. Between the time the item leaves DX and the time it is scanned, tracking numbers may not show any results. For Express packages (sent via EMS/UPS), the delay is about 24 to 48 hours. For Airmail and Registered Airmail packages, it takes 3 to 5 working days for postal tracking to show online.

If your order go through the new order system, please refer to the following steps for the order status:

What are the processing steps for new DX ordering system

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How DX handle the EMS order? Why I get my partial shipment with Registered Airmail Service even though I have paid EMS fee for the order?

If you have upgraded your order with EMS service, we will send all the items in one package via EMS service as possible as we can. But if some products are sold out during fulfilling process and partial shipment is required, please be aware that only the partial shipment beyond $30USD will come with EMS service, otherwise, it will be sent via Registered Airmail.

Should you prefer all items shipped by one EMS package even some items need extra time, you may contact us through our Customer Service Express Service as soon as you place the order on us.

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If my order was split, will DX provide me the tracking number to all my shipments?

Airmail Service: The tracking number will only be available when the partial shipment is >$6USD and its total order value >= $15USD

EMS Service: The partial shipment will be sent through EMS only when the shipment value is over $30USD. Edit

How do I cancel my order?

Not satisfied with a product or shipment?

A. If you order has not been shipped, you may cancel it for a full refund, by using order tracking and selecting the "Cancel Order" option.

B. If your order has already been shipped, you may return the item in it's original condition (unused and unopened) to us postmarked within 30 calendar days of delivery (*see definition below). In that case we will refund you the payment excluding actual shipping fees already incurred. Actual shipping fees incurred are determined by the weight of each returned product and by the way it was sent (e.g. EMS, DHL, Regular/Registered Airmail, etc).

When returning an unwanted product for refund, it is recommended for customers to use a method of shipment with tracking number, as DX cannot be responsible for items lost due to its carrier while in transit.

C. If your item is defective, please see the replacement policy and instructions instead.

*Definition of delivery date: for EMS/DHL and some registered airmail packages, the delivery date is displayed on the courier's tracking site. For orders that do not have online delivery dates provided by the courier, the delivery date is assumed to be 21 calendar days after shipment.

Here is a quick checklist if you are returning unused and unopened products for refunding (applicable to return type B above):

1. The items must be unused and unopened.
2. Contact us via this link, indicating you want to return a product: Return unopened packages
3. A customer service staff will inform you the actual shipping costs incurred (the non-refundable portion).
4. Proceed and send the returning items to the following address. Note that the returning package must be postmarked within 30 calendar days of delivery (*see above for definition of delivery date):

When your items arrive at our return office, a staff will check the product and proceed with the refund (or store credit at your discretion). Please allow 2 to 4 weeks for processing after your item is delivered at the product return office.

Please do not request cancellation of an order by e-mail. Refunds are sent to your payment account with a PayPal refund transaction ID.

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How to apply my store credit?

For refunds, 98% of the time instant paypal refund is offered. However under certain circumstances instant refunds are not permitted by PayPal (e.g. over time limit, payer account issues, etc). In those cases store credit is offered.

As stated in the apply store credit page, you first place an order of something (thus your order starts processing immediately). Then, submit your new order number together with the order where the credit came from, and we will send you the store credit via paypal refund to the new order.

Please contact us at Store Credit once you have placed a new order to apply the store credit.



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How long can I receive your refund?

Refunds are processed within 1-5 business days after you received our confirmation on the cancelation, and the paypal refund can be seen in your PayPal account right away once it is processed. Once processed, you will receive a confirmation e-mail from PayPal. You may also call PayPal to verify your refund. Their USA toll free phone number is 1-888-221-1161.

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How long does it take for back ordered items to get sent?

Items that are unavailable will be placed on back order, and the remainder of your order will be shipped. Please check our web site for the back ordered item's estimated time of arrival. Please note that these dates are estimates and not guaranteed to arrive on that date.

For items that are backordered, you will receive periodic reminders of back ordered items and you may cancel any outstanding back orders with us.

Where possible, we will make every effort to alert customers of potential delays, or possible substitutions to the originally ordered item (such as batteries or memory cards with similar specifications). These notes are posted on the product pages.

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How is the replacement policy? How do I get an Return Merchandise Authorization (RMAs) from DealExtreme.com?

DX gadgets, especially small electronics and accessories, are produced by manufacturers all over the place. While we strive to provide you with quality gadgets at a bargain, a product might not perform as expected by the time it's delivered. In such cases, you may ask for a replacement, and on return of the product, you will be shipped a replacement.


For customers in the US, a reimbursement for return shipping fees is available provided that you ship the items back by First Class Airmail (with Delivery Confirmation) or by USPS Priority Mail Flat-rate Envelope to our Miami return address, whichevers fee is lower. For customers from other countries, please contact us for reimbursement details.

After 30 days from delivery the return shipping costs (both ways) will be the sole responsibility of the customer. We will still try to exchange your defective products for a brand new one where possible.



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What is DX's return address for RMA?

To be more convenient for the customers to return the packages, we have set 4 different drop-off box addresses in different countries to receive the returned packages, please choose the nearest one and mail back your packages.

Return address for customers from Brazil,Canada,Mexico or United States:


For customers from Australia,New Zealand


If you located in the below countries,

Albania, Andorra, Belgium, Bosnia - Herzegovina, Bulgarian, Croatia, Czech Republic, Denmark, England, Estonia, Finland, France, Germany, Gibraltar, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Moldova, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Russia, San Marino, Slovakia, Slovenia, Spain, Spitsbergen archipelago, Sweden, Switzerland, Ukraine, Vatican, Yugoslavia.

please mail your package to:


If your country is not listed above, please return your package to our HK address at


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Can I use the DealExtreme receipt, obtained from online tracking, for product warranties?

DealExtreme receipts are good for all manufacturer warranties. You can get a copy at http://www.dealextreme.com/accounts/.

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When will a replacement be sent?

Replacements are treated the same way as that of new orders -- they typically arrive in 10 to 13 days. If a product needs to be returned for replacement, the replacement is sent after receiving the returned item.

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How are warranties handled?

Repairs on defective merchandise are handled by the manufacturers and not by DealExtreme, unless otherwise indicated.

If any item arrives damaged due to shipping, immediately contact the carrier. Keep all shipping materials and contact us immediately.

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Why am I charged additional shipping fee even after I have paid EMS Express Upgrade before checking out?

The cost of EMS Express upgrade depends on countries and regions. The upgrade fee calculated by the shopping cart is only applicable to certain regions, listed in the notes area on the shopping cart page.

In some regions, the EMS sevice itself is not available altogether (this countries include, but not limited to, the Netherlands, Lithuania, Saudi Arabia, etc). For these regions, Registered Airmail will be used instead. What's more, since the upgrade EMS fee is only applicable to certain regions, the countries which carry higer shipping rate will be required to pay extra EMS fee. Our staffs will send emails to the customers for the exchange of shipping method. We send e-mail only after we have packed your order as any additional charges will be based on actual shipping weight, and it saves customers from over-paying on shipping.

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Can I add an item to my order?

Yes, but you need to add it before your order is being packaged for shipment, and the order may be delayed by 1 or 2 days for adding the new items. To add an item to your order after placing an order, send us a ticket and we will do it for you.

In the meantime, since shipping is free, placing a separate order may have more benefits for you.

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If I do not receive my order number, what should I do?

Please contact us by the e-mail addresses shown immediately below this question.

As soon as your payment is cleared, you should receive an email automatically from our server confirming the order with an order tracking number. If you're not receiving order confirmation or status emails from DealExtreme, your ISP or email software might be blocking DealExtreme's emails, thinking (mistakenly!) that our email is spam. In this case please check your SPAM/JUNK e-mail folders.

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Why don't I receive an order confirmation email after my paypal payment is completed?

We send confirmation email to your primary paypal email address, or the e-mail address you have specified if you used the "PayPal Express Checkout" method. Make sure that you have a DX account registered under your PayPal account's primary e-mail address.

In rare circumstances, a technical bug confirmed by PayPal can get in the way.If you do not receive any information at all, and your order does not appear in your DX account, please contact us and send us your order details. You may use this link to contact us: Customer Service Express

Please select "Order not showing in DX account" as the question type.



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What should I do if an item is missing from my order?

Please do not throw anything(including packaging and partial note/bookmark) away until you have received all the items. If there is no more shipments were made 1 week after you have received your package, please go to the following page and upload the pictures of the packaging or partial note included:

http://services.dealextreme.com/forms/Replacement_Defective.aspx?type=Short

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My order is shipped. Why am I unable to track my order on the Hong Kong Post page?

Please ensure that the tracking number you got is in the format of RXXXXXXXXXXHK, and your order is over $15 total. Here are the reasons for delays of tracking information:

1, Because orders with tracking numbers are sent via registered Airmail, all packages need to be scanned and recorded by staffs at Hong Kong Post and this process takes 48 hours to complete. After the package is processed online tracking will appear on the site.

2, On very rare occasiones, Hong Kong Post may change the tracking number sticker on a package because the sticker is blurred, damaged, or otherwise faulty rendering it un-scannable. In this case please contact us via http://services.dealextreme.com/ for order tracking.

This page opens a CS Express ticket for you and you will hear a response within 24-48 working hours (Mon-Fri). Remeber to follow instructions on the page and attach a picture of the partial note/bookmark as instructed.

If there isn't a partial shipment note/bookmark and something is missing, carefully follow instructions on the page and attach pictures showing the front and back of your received package(s). Your pictures show clearly show any labels or stickers on the packages, whether ther are on the front and back of the packages. A staff reply will be sent to you within 48 hours (excluding weekends and holidays).

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How to use the points collected in my DX account?

All collected DX points become available for use after the 60th day of issuance for each individual point. This is because any refunds issued within 60 days cause reward points to be reversed. The points are available for redemption, 10 points=$1USD. You may use the points to add any items you like to your current order.

For DX points generated by referral orders (affiliates), cash back (CB) rewards are available. The current CB rate is 10 points = USD $1. For administrative purposes you must have at least 100 available points to request for cash back and the referral points can be redeemed for cash backs after 60 days of issuance.

For further process, please contact our CS department via http://services.dealextreme.com/



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How to claim IPR Infringement?

If you find any products sold in DealExtreme infringes your IPR, please complete the attached form and report us via email we will investigate it upon receiving your feedback.

Form For IPR Infringement