Preguntas frecuentes

TVC-Mall Account

 

• Must I register to order from you?

It's recommended but you don't have to. TVC-Mall supports guest checkout. However, registering at TVC-Mall allows us to provide you with better support and website coupons or personal discounts. The whole registration process takes less than 2 minutes. Register Here.

 

• How do I register on TVC-Mall?

You could register from the following methods.

1. If you are opening the site for the first time, you will see a pop-up window on the homepage.

Click REGISTER NOW to enter the registration page.

2. You could click the left menu button and then click Sign In/Register at the top.

3. You could also click on Account in the lower right corner and then click Join Free Now.

Note that please use your frequent email so we could reach and send you notifications in the future.

 

• How to change my account password?

Step 1. Sign in to your account and click Security Center. 

Step 2. Click the Change button and fill in the blanks. 

Step 3. Save your new password.

 

• How to set my Balance password?

Step 1. Sign in to your account and click Security Center. 

Step 2. Click the Set button.

Step 3. We'll send a verification email to your email address, you need to click the verification link in the email to set your balance password.

 

• How to use my balance?

If you have a balance in your account, you can choose to pay with the balance when submitting the order.

Note: Your balance password will be needed if you choose to pay with the balance. 

 

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Shipping, Taxes & Duties

 

• Shipping

 

• How soon will you ship my order after I've made my payment?

Normally in 1-3 working days.

 

• It’s been so many days! Where's my order?

Sorry for the trouble. Delivery can be affected by weather, customs, policy change and others. If you believe you’ve been waiting for too long, please contact us or your sales representative.

 

• What’s the delivery time for different shipping methods?

• There are so many shipping methods. Which one is the best for me?

The following is for your reference:

Areas	DHL	UPS	EMS	Hong Kong Post
USA	√	√	√
Canada	√	√	√
Western Europe	√	√	√
Australia	√	√	√
Aisa countries	√	√	√
South America	√
Middle East (including Qatar, Israel)	√
Some East European countries	√
Brazil				√
Argentina				√

 

• How do I set my shipping address?

First, click Account in the lower right corner. Then click My Address Book and you can set your shipping address.

 

You can also set your shipping address on the shopping cart page.

 

• Why is my order partially shipped?

When some of the items in your order are currently out of stock, we firstly ship the items already in stock to avoid your waiting there. Of course, we usually notify you when this happens.

 

• What if something is lost on delivery?

If you find any missing items, please contact us as soon as possible and provide your order number and product code. Our sales manager will help you figure out what's missing. Then offer solutions to help you solve the problems.

 

• Why can't products with batteries be shipped with general products, and sometimes the system generates new orders for me?

Due to logistics requirements, products with batteries and without batteries need to be separated into two orders. If you purchase products without batteries and add new products with batteries, the system will automatically generate a new order for you, or move the products with batteries to your previous order with batteries. If you want to check the order created before, please go to the My Orders page. Any other questions, please contact your sales manager.

 

• Why "Prohibition on batteries or products with batteries No Battery" for Hong Kong Post? 

For safety reasons, Hong Kong Post rejects-all packages that contain batteries. So if your order includes the battery, please choose shipping methods other than Hong Kong Post.

 

• Taxes

 

• Will I be charged with customs and taxes?

The prices shown on our website do not include destination customs clearance fees and other taxes, which means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrives at its final destination, which is determined by your local customs office. Payment of these charges and taxes is your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of the charges, please contact your local customs office.

 

• Do you add extra tax charges, VAT, sales tax to order totals?

No, we do not add any sales taxes or hidden charges to orders. The order total you see (goods total + shipping) is what you pay us. However, you may be charged some taxes by the customs of your country when importing goods. Please consult your local tax office in advance.

 

• Duties

 

• How do you deal with customs problems? What are you going to do if our goods get stuck at the customs?

We have customers in different countries and normally have no problem getting through the customs. However, we could not 100% guarantee, since customs policy may change. If your goods get stuck at the customs, we will do everything possible to help.

 

• Do I need special knowledge for importing goods through customs?

No, in most countries, importing is easy and you don't need to do anything special. The courier or freight company will manage the whole clearance process at customs for your small or medium-sized orders.

 

• The customs told me to wait 2 months. What should I do?

In this case, we suggest you find a relevant customs clearance agency. We are not much clear about your customs rules, and the customs clearance agency can help you better. In the meantime, we will do whatever we can to help you.

 

• What documents do you provide? Will we get everything we need for customs clearance?

We generally provide a commercial invoice as attached with every shipment, if you have any special requests for the invoice or need more documents, please feel free to contact us.

 

• I have not received the goods. It has been blocked by customs. Could you please give me the full refund?

Sorry to hear that, but we are not responsible for customs clearance of destination countries. Sincerely hope that you can understand. If you have any problems with customs clearance at your destination, please contact the local customs directly.

 

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Payments

 

• What payment methods are supported?

Payment Types	Payment Methods		Regions
Online	PayPal		All
	PayPal Credit Card	Visa	All
		Mastercard	All
	Credit Card	Visa, MasterCard, Discover, American Express, Diners Club, JCB	All
	dLocal	Only 4 countries are supported: Argentina, Chile, Mexico, Brazil
Offline	Bank Transfer	CITIBANK & TT	All
Others	Please contact your sales manager

 

• If I pay through Paypal, Paypal Credit card, or credit card, what is the transaction fee?

PayPal/PayPal credit card (Master Card / Visa): The transaction fee is 2.90 % of the order amount plus an extra $0.3.

Credit card: The transaction fee is 3.00 % of the order amount plus an extra $0.2.

We support the following credit cards: Visa, Mastercard, Discover, American Express, Diners Club and JCB.

 

• What's your exchange rate from USD to RMB?

Please refer to the current exchange rate on our website. Contact your sales manager if you have any questions.

 

• Can you declare only $300 for my order? And can I pay with different accounts?

Please contact your sales manager for support.

 

• What's the max amount I can pay by credit card? Any limit?

In general, the range of credit card payments is no limit. If you find that your credit card or any third party has restrictions on your credit card payment, please check with your bank or the third party.

 

• I keep getting the error message when inputting my credit card information: This transaction failed because the bank system was busy. Please return to the merchant's website and try again later. What should I do?

Please check with your credit card bank. If it still occurs, contact your sales manager.

 

• What should I do when the page cannot jump normally after clicking submit the payment?

Please feel free to contact your sales manager if you have any problems with your payment process.

 

• Do I need to pay an additional bank fee if I pay by T/T (Bank transfer)?

TVC-Mall would not charge you any fee for a bank transfer. But banks would charge a bank-to-bank transfer fee.

Suppose you are paying for an order of $600. The bank will charge $50 for transferring, so it's altogether $650 you will submit. If you submit only $600, then the payment we receive will be only $550. In that case, we would not be able to send your full order. 

As far as we know, if you do an overseas bank transfer, there are three types of handling costs involved: 

1) Your local bank fee (The cost will be borne by you);

2) Oversea bank fee (If the money is not transferred from your bank to our bank directly, you should be responsible for this inter-bank transfer fee.);

3) Our local bank fee (The cost will be borne by us).

 

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Orders

 

• How do I place an order?

Following are the ways to place an order.

1. Add the products you need to buy directly to your shopping cart and submit your order.

Log in/register your account, find the product you need, and click to enter the product details page.

Then click Buy Now or Add to Cart to add the product to your cart.

Click View Cart & Checkout to enter the shopping cart page.

Finally, click Place your order and select the appropriate payment method to complete the payment.

2. Contact the sales manager to place the order. Send the list of products you need to your sales manager. He/She will create the order number from the list you give. Finally, please choose the appropriate payment method to complete the payment.

The article and video are for your reference.

Note: Once the order has been paid, you are unable to change the shipping address. 

However, you can contact our sales manager to send him/her any updates.

Also, if you want to pay offline, please contact your sales manager.

 

• How do I cancel an order?

Cancellation usually happens after you have paid your order and we haven't shipped it yet. If you want to cancel the order, please contact your sales manager directly.

 

• Can I change order details such as size, shipping, etc.?

If you want to change anything about your order, you can try the following:

1. Ask the sales manager to cancel your order. Once your order has been successfully canceled, you can place a new order.

2. If your order has not been shipped out yet, you can contact the sales manager to change the order details for you.

 

• What can I do with defective items?

We need pictures or videos to confirm if they are truly defective. After confirmation, you can get a full refund, or ask for sending them again or combining them with the next new order. As compensation, we may give a discount on your next order.

 

• Why does it show that my order has been canceled after payment is being processed?

If your order has been canceled after payment is being processed, please check the following situations:

1: Rejected by your payment services providers. In this situation, your money might be deducted from your account, please click here to get your money back.

2: Canceled by TVC-Mall. When products are out of stock, your orders will be canceled. We will contact you before canceling your order and help you cancel it after reaching a consensus with you. Then we will refund you as soon as possible.

 

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Return & Refunds

 

• Return

 

• If I am not satisfied with the product, can I return it?

If the product you purchased is brand new and in the original packages, we support unreasonable returns within THREE days of your receipt, but you will be responsible for the shipping cost of the return. Please contact us for the return authorization within THREE days after receiving the products. For further details please contact your sales manager directly.

Note: Sorry but, under normal circumstances, parts products can not be returned once used. And we will refund you once we receive your returned package.

 

• If the product I received is damaged/broken or does not work properly, can I have it returned?

If the product you receives is damaged/broken or does not work properly, please contact us for the return authorization within SEVEN days of receiving your order. After the product is returned, we can send you a new product free of charge (we will bear your return shipping costs), or you can choose to accept a partial/full refund. For further details please contact your sales manager directly.

 

• I have been authorized to return it. How can I return it?

1. The Chinese customs tax is very high, please declare the parcel as broken parts, and pack it safely. Much appreciated your cooperation.

2. Please write the RMA number **  outside of the box and make sure the retailing packages are good. 

Please ship it to the below address: 

Receiver: Leon 

Phone: +86 -17602099261

Address: Floor 1, Building B5, 155 Qingzhang Road, Changshantou, Qingxi Town, Dongguan, China

3. Please kindly provide the tracking number after shipping. Any returned package without the above info would be rejected.

4. Since we need some time to check and repair, we will refund you within three days of receiving the packages.

 

• Refunds

 

• How can I receive the refund?

If you ask to cancel your order, your refund will:

A. It can be returned to the account balance for payment in the next order;

B. It can be returned to the payment account used by the customer in your original way.

If you ask for a refund due to quality problems or lost items, please contact your sales manager directly. You are supposed to provide the sales manager with your order number, SKU of the product, the reason for refund, picture or video of the damaged/broken product, etc.

 

• Why is the refund lower than I expected?

Please go to your order details page on our website to find out whether you have applied for a full or partial refund.

Please note that the following costs cannot be refunded:

1. Currency conversion fees charged by your credit card issuer.

2. Credit card transaction fees.

3. Floating exchange rates. 

Please contact your issuing bank for further information.

 

• Why does it take so long to get a refund?

Normally, the duration of getting your refund depends on the payment method you choose.

Payment Method	Duration
PayPal	Immediately after Processing
T/T	2-5 Weekdays
Credit Card	7-15 Weekdays

 

Please wait patiently for the refund. If you need further information, please contact your issuing bank.

 

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Currencies & Languages

 

• What currencies are supported? How to change the currency I want?

Currently, we support 18 currencies for online payment on TVC-Mall. They are US Dollar, British Pound, Australian Dollar, Canadian Dollar, Euro, Swiss Franc, Hong Kong Dollar, Indian Rupee, Russian Ruble, Danish Krone, Swedish Krone, Singapore Dollar, New Zealand Dollar, UAE Dirham Coin, Japanese Yen, Czech Krone and China Yuan.

If you want to change the currency you want, just click Currency below the left menu.

 

• What languages are supported? How to change to the language I want?

At present, we support English, German, French, Spanish, Portuguese, Italian and Russian. 

You can change the language you want by clicking Language below the left menu. 

 

• If I pay in T/T, what currencies are supported?

We support 8 currencies so far if you pay in T/T. They are the Us dollar, Euro, Australian Dollar, Canadian Dollar, Swiss Franc, British Pound, Hong Kong Dollar and Singapore Dollar.

 

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Prices & Coupons

 

• Can your price be lower?

Actually, TVC-Mall's prices are wholesale. The more you buy, the more you save. Contact your sales manager for more details.

 

• How can I get coupons on TVC-Mall?

TVC-Mall dispenses coupons from time to time. To stay tuned for our latest products, activities and promotions, please follow us on Facebook, Twitter, Instagram, and Pinterest. You can also subscribe to our email for more information. (The subscription option is checked by default when you register)

 

• How to use coupons on TVC-Mall?

After completing your checkout, you have entered the product info page. Fill in the coupon code and then click Apply.

 

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Value-added Services

 

• What value-added services do you offer?

We provide all customers with the following value-added services: OEM/ODM services, provide no watermark pictures of all products we sell on the website for free, design services, customs clearance, etc.

In addition, we offer some other services according to different levels of customers.

For customers of 3-6 levels, we will provide premium services, including product/industry trend reports, the business broadened, personalized services, data synchronization services, assistance in developing marketing plans, etc.

For customers of 5-6 levels, we will provide VIP services, such as customized packaging and label services, design services, etc.

Note that the customs clearance service is only for some special cases. We'll do whatever we can to help you. For more details please contact us.

 

• What are the design services you provide?

We provide the following design services: free design diagnosis, packaging improvement, electronic album, Promotional posters (online & offline), Website optimization and many others. Click here for more information. More information about design services can be found here.

 

• Can I get a sample for FREE? I will buy more if it's of good quality.

The monthly free sample amount for level 6 customers of TVC-Mall is $100 and for level 5 customers $50, with no limit on products. Each number of SKUs should be no more than five.

If TVC-Mall level 1-4 customers want samples, you need to pay the sample fee in advance. If you re-purchase the samples, the previous samples fee (according to the actual payment, excluding the shipping fee) can be deducted from the total number of re-purchase orders. Pay attention that your re-purchase quantity should be more than 4pcs.

 

• What should I do if I want to know the industry information about some products?

If you want to know the industry information about some products, please contact your sales manager.

 

• Can I customize items such as designing our own logo, or change them to print the design?

Yes, of course. It applies to most products on the TVC-Mall. Please contact us or your sales representative for details.

 

• I'm interested in certain products but they are not listed on TVC-Mall. Since you are a professional supplier, can you source them for me?

We would love to. You could directly contact your sales manager or submit your procurement requirements. Show us the product images as well as the description. It may take some time.

If you have any procurement requirements, please directly contact your sales manager.

 

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Notices & Information

 

• What is the newsletter?

The TVC-Mall newsletter is a FREE email containing coupons, offers, promotions and more. Your email address will never be rented, shared, or sold. You are on the subscription list in default when you register, for more information please contact us.

 

• Why haven’t I received the email from TVC-Mall?

Please check your spam folder or inbox. It happens that sometimes our email is mismarked as spam and blocked by users’ email filter system. It is recommended to add our email address to your contact list or address book to avoid missing emails from us.

 

• How do I remove my email address from your mailing list?

If you do not want to receive our emails, please go to our website and follow the steps below:

Step 1. Sign in to TVC-Mall, click My Account, then go to Notification.

Step 2. You can choose whichever kind of notification in the Changed-item List. It may take up to 24 hours before your request is processed. 

 

• Why haven't I received the order confirmation email/shipping notification message from TVC-Mall?

If you have not registered with our TVC-Mall account and paid as a guest, please check the order confirmation email/shipping notification message in your email attached to your PayPal account.

If you placed an order with a registered account and still didn’t receive o

ur emails, please check your email trash box and spam folder. If still nothing, please contact your sales manager.

 

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Social Media

 

• What social media platforms can I find TVC-Mall on?

You can find us on Pinterest, Facebook, Youtube, Twitter, Instagram etc..

 

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Customer Service

 

• Need more help? 

Here is how to get in touch. Contact us.