FAQs
Q: Which shipping carriers can ship the shipment?
A: DHL/DPD/UPS
Q: What Should I Do If My Order is Returned Back?
A: Contact the carrier to make sure whether the parcel is still kept on the local facility, whether they can try a second delivery attempt. You also can contact us as soon as possible via email with a brief title as “Order# is returned back”.
Q: What Should I Do If My Order Is Missing?
A: First, we advise to check your mailbox, the front door or the neighbors.
Sometimes the carrier may also drop off the near packing stations for a pickup.
If you cannot find it anywhere, please contact the local carrier and ask for a lost certification. Please contact us with the certification, we may arrange a new shipment for you.
Q: Where is My Order?
A: In general, we will process your order within 1 working day in our system and the packages will be sent out to our forwarders within 2 working days.
After shipped out, you will receive an email with tracking number, If you didn’t receive the tracking number after 3 working days,
1) Please check your spam folder if there is an email with tracking number
2) Please check if the product your ordered is on pre-sale or back-order.
3) The email you filled while placing the order is wrong
If you cannot find in spam folder or the email address is wrong, please contact us.
Q: What is The Warranty Policy?
A: MAGMOVE provides warranty service and official customer support, which only apply to new and certified refurbished products purchased from MAGMOVE official website, official stores on Amazon, eBay, otto, etc. For purchases made through MAGMOVE's authorized resellers or distributors, please contact them directly for after-sales service.
We provide 2 years’ limited warranty for new products purchased from MAGMOVE. And 1-year warranty for MAGMOVE Certified Refurbished Products.
Replacement Unit: Warranty continues from the original date of purchase and will be extended for the number of whole days that the product has been out of the buyer’s hands for warranty repairs.
For new products, you will have 2-year warranty. For refurbished products, you will have 1-year warranty. Warranty starts on your invoice date.
Q: What is The Return Policy?
At MAGMOVE, we are committed to our customers’ satisfaction. If the product did not meet your expectations or was defective, you can refer to the following policies to request for a refund, exchange or repairment in terms of your situation.
Accessories: If you’re unsatisfied with any of the accessories, we can get it replaced or issue you a full refund anytime you need. And the new replacements will be shipped to you with freight borne by us.
Important Note: Normally the orders that are under processing, being on hold or have been shipped out (you have received the tracking number or your order status is completed) cannot be cancelled. If you have to refuse delivery after the package is dispatched from MAGMOVE due to force majeure, you are subject to the following return and refund policies and must pay for the original shipping charges, which will be deducted from your refund.
a) For Unwanted Products: You may return the unwanted product (Product for Refund) to MAGMOVE for a full refund or replacement within 14 days of the delivery date unless otherwise specified in the products’ listing on our website, on the receipt or packing slip. You are responsible for the shipping fees. Beyond the end of those 14 days, refund and exchanges for unwanted product are not available.
b) For Non-Manmade Defective Products
If the product is defective (non-manmade) when you receive it, within 14 days of delivery, you can return to MAGMOVE and get a full refund or replacement, MAGMOVE are responsible for all shipping fees.
Beyond the 14 days but within 1-year warranty, a full refund is not available, but replacement or repair is acceptable. You are responsible for the return-to MAGMOVE shipping fees and MAGMOVE will bear the freight of new replacements or repaired units.
Beyond 1-year but within 2-year warranty, you are responsible for the shipping fees back and forth. The freight of replacements and repaired units are calculated by the actual package weight and size.
c) For Manmade Defective Products
If the product is manmade defective, refund is not available. Within Warranty, replacement or repair is acceptable, but you are responsible for any of the service charge, shipping cost and other fees.