FAQ

Here are some of the Frequently Asked Questions(FAQs) that customers flood our email with. Please read the following carefully before you start to order, these tips could answer most of your questions.

1. Why can’t I log in ?
Please double check your login details, your username is your registered email address at Upontrade.com

Ensure that cookies from www.Upontrade.com will be accepted in your browser (Internet Explorer or other).

Upontrade system is probably under maintenance -please wait and try again later.

If you're not sure what caused the problem, please try with a different computer, or try different browsers

If nothing works, please open a support ticket or get help from our online customer representatives.

2. How to make an order through Upontrade.com?
(1) view and choose the products you like,and input the quantity you wish to buy and then click “add to cart“.

(2) Click“ Proceed to checkout“ to edit your billing and shipping address, If you want to find out the shipping cost, just choose the destination country and click “Get a Quote“ from this webpage.

(3)“Login“ your account or “Register“account at Upontrade.com to get latest information , if not , please click “Continue“ as“Checkout as Guest“.

(4) First, please fill in billing address , second , If the shipping address is not the same as billing address, please fill in the shipping address , third , Choose Shipping Method , last , fill in payment information .

(5) We will process your order immediately when the payment is fully received, and the tracking number and its links will be sent to you via your registered email address once it’s available.

3. How I can Trust Upontrade.com?
You are right to be prudent and shrewd before you find out who is a reliable supplier,here are some key points about Sourceplaze.com, this could give you more confidence and trust before you move your first step.

 

Firstly, Upontrade.com is not only an online shop, but an officially registered company in Hong Kong and Shenzhen, China.

Secondly, providing the ultimate online shopping experience is our #1 goal, following to the principle of" Credit regarded, Business faithful" and the tenet of" Customer first, Credit first", we sincerely hope to establish long-term business relationship with any customers for mutual benefits! Everything we do is centered around the "Customer Experience."

Last but not least, since actions always speak louder than words, our purchase orders flood in and products are delivered worldwide everyday,you can either check this online with available tracking number or view the testimonials left by our customers. 

4. What makes Upontrade.com different from other Chinese suppliers?
NO MOQ
Unlike most Chinese export companies, Upontrade.com does not have minimum order quantity(MOQ) restriction. Here you can just start with 1 piece sample before you decide to order more.

EASY TO ORDER ONLINE
We take advantage of our cutting-edge E-commerce platform to conduct Customer Relationship Management (CRM), so everything designed here is just for you to place order easily, pay safely,track your shipment conveniently, and communicate effectively. And what you conecrn is our guideline to action.

 MULTIPLE BILLING OPTIONS AND CONFIDENTIAL PAYMENT INFORMATION
Paypal,west union and wire transfer are all accepted here. You can even pay by credit card through Paypal official website, which can protect your personal financial information without sharing with any 3rd parties.

FAST DELIVERY
We ship worldwide with a wide range of shipping options, including Express Couriers (FedEx, EMS,DHL, UPS and TNT), Air Freight, Ocean Freight, and Postal Parcel, which the  transportation time varies from 2 to 15 days. Customers can also use their own express couriers under some certain conditions.

DROP SHIPMENT ALWAYS AVAILABLE
Drop shipment can be arranged from Upontrade.com to your customers directly, even only one single piece.

12-MONTH WARRANTY AND AFTER-SALE SERVICE
All products you buy from Upontrade are covered by 12-months warranty for return, repair or replacement, and the quantity and every details will be carefully inspected by our professional QA team before packing. Besides, we have a responsible and professional customer service team to provide quick and effective after-sale services. Please rest assured to purchase from us.

EFFECTIVE AND DIVERSE COMMUNICATION
No matter when and what kind of issues you may encounter during your purchasing at Upontrade, we can always be reached by the phone call, email, fax, live chat etc.

5. How does Upontrade ship my order to me? Can I know the shipping cost? How long will it take to ship to me?
Currently Upontrade ships small and medium sized orders by international couriers such as EMS,DHL,UPS etc., or regular air shipment if required.

The shipping cost can be previewed inside the Upontrade.com, when you enter the system and add the product to your cart, you just need to click the "Get a Quote" by choosing the country you want to ship to, Shipping fee will be worked out automatically.

The total delivery time can be divided into two parts, the order processing time and the delivery time. The former means from when we receive your payment to when we receive all the items from manufacturers and finish packing, which normally takes about 2 to 3 business days. The latter is the time that the courier takes away the package to deliver to the final destination. Normally this delivery time takes about 5 to 7 business days, expedite shipment takes about 3 to 5 business days.

6. How could I know if my order is on the way to my hand?
Don’t worry, we will send you the tracking number and the links to your registered email address once we send out your order, you can easily find out where it is through the courier’s website.

7. Can you send me your catalog as well as your price list?
Currently, No. Due to the dynamic nature of our product line as well as our efforts to provide lowest price to customers, compiling a catalog would not be very fruitful. Our website contains all the information we have on our products. If you have any specific question, you are welcome to contact our customer service representatives.

8. Can I get a better price if I order more?
Absolutely, the more you order, the better discount you have.

If you want to get a quote breakdown of a large quantity of items, please contact us with the following details:
- The products and its code you want
- The exact order quantity
- Your desired delivery schedule
- Any special packing instructions

With this information our VIP sales representative will get back to you with a detail quotation.

9. Can I cancel my order?
- CANCELLATION BEFORE PAYMENT

If you have not paid for your order, there is no need to contact us to cancel it. We'll disregard all orders until the matching payment is received.

You have no obligation to pay for the products in your shopping cart if you think you may change your mind later,if you are just doing some tests or whatever to save invoice for backup, you are welcome to do this.

If your order is more than one week there without any of your further action, please kindly be informed you may not be able to "reactivate" it by sending payment, because the prices of the items and shippng rate may have been changed, you will have to resend the order with a new cart online.

-CANCEL AN ORDER AFTER PAYMENT

If you want to cancel an order that you have paid, please contact us immediately.

If you are not so sure about something of the order and you want to change it, please contact us and put the order on hold when you make the decision, we will stop packing and wait for your further instruction.

If your orders have already been picked up and delivered by the courier, you cannot cancel or change the order any more.

If you want to cancel an order just because you are adding more products, but not canceling the previous items, that can usually be processed without any extra charges - please contact us immediatley so we can ship your items together..

If the cancellatin of an order is approved by Upontrade.com, you can either ask for a refund or keep your payment as a credit.

10. Why did you cancel my order and refund my payment?
If we cancelled your order and returned your payment, it is most likely because we were unable to verify  the payment, or the products you ordered are out of stock. In most cases, our customer service staff will contact you by phone or email to discuss the matter with you, but if we can not get in touch with you within 5 days after we receive your payment, we will automatically return the funds to you.

Possible reasons for refunding are:

- PayPal account name and address does not match your order's shipping address, and we can not contact you with any possible ways.

- The products you ordered are out of stock.. 

11. Can I visit you? I want to meet you guys to talk face to face!
You are welcome to visit us when you come to China, please let us know first so we can arrange an appointment.

Our office is located in the city of Shenzhen - Rough idea, it's very close to Hong Kong and Guangzhou, but it's far from Beijing and Shanghai, don’t worry, transportation system here is very convenient for you to go anywhere in China.

As you probably know, processing one order normally takes 2-3 days, so we suggest you pre-order some samples you like through our online system, and you can collect it at our office when you come, this may make your trips more fruitful.

12. Policy of refund, repair and replacement
-- General instructions for returning faulty goods

Before returning goods, please contact us first to discuss the problem you are having, experiences tell us that more than 90% of the cases can be solved by our technical support, without having to send anything back.

If we believe the product is indeed defective, we will issue you a Return Merchandise Authorization (RMA) for returning the items. Items returned without an RMA will not be processed.

If the faulty products on your hand are not directly from Upontrade, you need to contact the vendor who sold it to you, and we cannot provide any technical support or software support.

Generally we advise you to return faulty goods through Post Office rather than using couriers like DHL, UPS, and TNT. This will take 2 weeks to return goods to us by Post Office.

(1) Return for full refund

Products with quality problems, if notified within 7 days (from the date of receipt of products) can be returned and refunded.

Customer will need to send the products back to us first, when we receive the products, we will give you a full refund.

(2)  Return for Replacement

Products with quality problems, if notified within 30 days (from the date of receipt of products) can be returned and replaced.

Customer will need to send the products back to us first, when we receive the products, we will replace it with new ones and ship them back to you.

We will pay shipping fees for the replaced products that we ship to you.

(3) Return for Repair

Products with quality problems, if notified within 1 year(from the date of receipt of products) can be returned and repaired.

Customer will need to send the products back to us, when we receive the products, we will repair it and then ship them back to you.

We will pay shipping fees for the repaired products that we ship to you.

(4) Return for partial refund.

Upontrade cannot give a refund or full refund for unconvincing excuses like below:

- "The product does not look like the ones shown on your picture."

- "The product is not what I’d imagine it to be."

- "I am not satisfied with the style."

We will deduct the shipping cost and a certain amount of handling fee based on your order total amount, that means only partial refund

13. Are all products guaranteed?  Is there a warranty?
Yes - Upontrade sell products based on their high quality designs and proven hardware reliability,so the quality is guaranteed.

Although all our products has passed manufacturer’s strict inspection, our own QA team will inspect all your products before packing to make sure it works well, all accessories are included and standards ( NTSC/PAL etc.) are correct for your country.

All our products are covered by a 12-month WARRANTY, for return and repair or replacement.

You are always welcome to contact us if you have any questions about the products you order, we can discuss and solve the issue in an open, friendly way.

14. When will the warranty period start?
We offer a 12-month warranty for all products, starting from the receipt of the goods by the first recipient, regardless of an end user or a reseller.