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About Us
1.How to register on FiberMall?
There are three ways to register on fibermall.com.
1. You can register with your Mobile Phone Number.
2. You can register with your valid email.
3. You can log in fibermall with your Facebook , Twitter or Google account directly.Welcome to join us!
2.How to reset password if forgot?
1. If you use your Facebook or Google account, you can reset the password in your Facebook or Google account firstly, and then use the new password to log in;
2. If you registered via email, please click "Forgot your password? " to reset your password. Please refer to the picture attached:
If it still does not work, you can contact us via email or 7*24 livechat. We will help you reset your password directly. Please note that we may need some information from your order history since we have to ensure the security of your account.
3.What should I do if I want to change my registered account (Email/Phone number)?
Register by Email:
Please modify your registered email in your Account, which is located in Account Setting--Email ,. After entering your correct email, you will get an email from FiberMall with verification code. Please enter the code, then the email will be changed successfully.
Note:
1. It only can be modified once a month.
2. It is also applicable to change your bound email.
3. All emails from FiberMall will be sent to your new email.
Register by Phone number:
The process is same as Registered by Email.
4.How to unsubscribe from FiberMall?
You can unsubscribe by yourself.
Email unsubscribe:
1. The "UNSUBSCRIBE" button is at the bottom of the system emails. If you don't want to get these emails, please click to unsubscribe.
2. Or you can click here?to unsubscribe your email directly.
Note: Please DO NOT UNSUBSCRIBE if you have any orders since all the information about your orders will be sent to you, which will help you to be informed about the status of your package.
5.How could i apply a business account
If you want to be one of our long term business partner, which could get better pricing discount,wider payment terms and more flexible support. please contact our customer service team or register a business account online.
6.How to Change the Price for My Order?
In some cases, you might need us to revise the price of your order based on the following scenarios: (1) I already confirmed a lower price with your sales team and need to pay online with that new price. (2) I have questions or am not satisfied with the freight charge. (3) Other scenarios related to pricing issue.
1.How can I check the status of my order?
You can check your order status in your Account or contact your sales representative directly for the order status update.
2.The order is paid,why the status is still pending?
If you pay by wire transfer or Western Union, we may need time to confirm your payment. If you need the products you ordered urgently, we can adopt a faster payment method, such as paypal.
3.Why my order is still in the processing stage after several days after payment completed
If your order is still in the processing stage 48 hours after payment, it means that some items in your order are out of stock. We usually need 2-5 days to restock these items. If you still have concerns about your order, please contact us to check for you directly via Live Chat or email to orders@fibermall.com
4.How do I cancel an order?
Before your order is shipped out, you can follow the below steps to cancel it:
Step 1: Sign into My Orders and find your order
Step 2: Click Cancel Order
Step 3: Select a cancellation reason in the pop-up box and submit your request
Note:
1. You can only cancel an order before the order has not been proceed and shipped out.
2. If you have already paid for your order, the cancellation request needs to be approved by fibermall.
5.What should I do if I want to change the shipping address?
1. Default address: Please edit your address in Account-Edit Profile-Shipping Address.
2. Preparing order: You cannot edit by yourself. Please contact our customer service if needed.
3. Shipped order: The shipping address cannot be edited.
6.How do i change my order
If you have not paid for the order, please cancel the order directly and place a new order.
If you have already paid, please contact your sales representative to change.We could help you to modify the orders or place a new order .
Please note that you could only change before the order has not been proceed and shipped out.
1.Do you support world wide shipping
Yes, Our warehouse and logistics processing center is located in Shenzhen, China. This is the worldwide optical communication product manufacturing and distribution center, near Hong Kong Global Airport Center, our orders support convenient and fast global shipping.
2.How long will i receive my order.
The lead time inlcud the products lead time plus the shipping time.
If the products in stock,we will ship within 24 hours after the order confirmed
If the products are not in stock,we usually need 2-5 days to prepar your shipment.for some specific produts,the lead time might be longer,it is better to confirm lead time before you confirm an order.
The shipping time is different when the destination is different.
We usually use DHL UPS,Fedex to ship internatial orders.it usually takes 2-5 days to arrive your country.
3.Do you offer free shipping?
Yes,to 38 countries delivery, we offer a free shipping policy for Orders Over US$ 300 For details,please view our Shipping & Delivery .
4.How to calculate the shipping cost?
Our default mode of delivery is DHL, UPS, Fedex, TNT, etc. When you choose the mode of transport, the system will automatically calculate the cost of transport for your reference.
5.Do i need to pay the custom tax?
Maybe. It depends on what country you are receiving the goods in.
In some cases, there will be VAT or other taxes, like customs duties or fees levied by your destination country.
1. We have no control over these charges and cannot predict the amount.
2. Customs and taxation policies vary widely from country to country. You should refer to your local custom laws.
3. When customs clearance procedures are required, there might be delays beyond our estimated delivery date. Additional charges for taxes or customs clearance must be paid by the recipient.
6.How can I track my package after they have been shipped?
You can track your package according to the courier number we provide.
After delivery, we will update your carrier (DHL,UPS,Fedex,TNT,ect) tracking order number to your order system. You can also consult our customer service representative. When the shipping order is generated, we will notify you at the first time.
1.What is your warranty terms?
For standard stock products (consumables and customized excluded), we offer a standard 30-day return & refund.the preturn process as below.
For Consumable and cutomized no stock product,unless DOA (defective on arrive), we will not be able to provide a refund and exchange.For custom non-stock products, we offer free maintenance services within the warranty period.
For detailed return policy,Please see our return policy .
Return Process
2.Who is responsible for return shipping fee?
Divide into different situations.
FiberMall is responsible for freight charges, tariffs and other charges arising from the return of goods if the return is caused by the product's own problems.
If the return is due to the customer's own reasons, the customer is responsible for the cost of the return such as freight and tariff..
3.Where can I find the Return Address?
Applying for return online is the indispensable step to get return address.
Pickup Service:
No return address notification because you do not need to provide address to shipping company during return.
Non-pickup Service:
After return application was approved,
1. Return address will be shown in the page of "retrun Details".
2. You also will receive Email about the return address.
4.Where can I find the Return Address?
If there is any broken, not as described or wrong item (s)/parcel, please follow below steps to cooperate with the resolving process:
1. Apply for return online first.
2. Take some clear photos of the exact problem.
3. Upload them into your return application (Refer to Return Policy).
4. We will audit your application and give you a satisfying solution.
Note: Applying return online is the key point for us the deal with this problem properly.
5.How to use "Pickup Service" for return?
FiberMall can provide pick-up service to handle returns when it is confirmed that the products`failure are caused by product problems. You only need to pack the goods and wait. Our international freight forwarder will contact you directly and pick up the goods,and then return to our warehouse.This is very easy for you to return.
1.What payment methods do you accepted?
We accepte Paypal,wire transfer and westunion,purchase order,ect.
2.Can I use Cash On Delivery?
If you become our business account customer, we can offer many more flexible payment terms, including COD. However, we need to pass the approval of business account application.
After becoming a business account, you also have the opportunity to get better payment terms, such as NET 7days,NET15 days or NET 30 days. Welcome to join us.
3.Why is my order payment processing?
1.Your funds is under checking and being protected.
2. There is a better way to shorten the process. After your payment, the bank will send you the transaction detail. Then please send that screenshot to us. Once confirmed, we will prepare your order ASAP.
4.How could i get the fefund,how long will i receive?
When we start processing your refund, the payment will be returned from your initial payment path. Generally, PAYPAL can arrive at the account immediately, and the wire transfer will be received in 1-5 days according to different countries and banks
1.What is the lead time of the products I ordered?
When you place order,you could see the products availability.
If it is in stock, we usually deliver the goods within 24 hours after the order is confirmed. It will take you about 2-5 days to receive the products.
If the product is not in stock, you could ask the delivery date with our sales representative before ordering, or after placing the order, we will update the estimated delivery time to the system or notify you by email.
After the order is shipped, it will take about 2-5 days to receive the goods.
2.Can i get free samples before i make big quantity purchase?
Yes,join us as a business account,we could offer free samples to you for evaluation.Or you could return or pay after you test the samples.
3.Do you support OEM/ODM?
Yes, we can provide customized services, such as customized labels and packaging.
Our engineer team can also develop customized software and hardware products for you according to your specific requirement.
4.Is there a discount if you buy large quantities?
Yes,we have a business account for the customers who buy regularly and in big quantity. Business account customer are our VIP customer,who could enjoy better payment terms,very good discount of product pricing, one by one service by our professional sales and technical support team.Welcome to join us!
5.Q Why the transceivers products are much cheaper than Cisco, HP, or Juni[per original brand?
We provide 3rd party compatible transceivers,Not the original brand transceivers.
All optical modules comply with the standard optical module MSA multi-source protocol, When the function and parameters are the same,the standard optical modules are much cheaper than the brand original modules,we just program the EEPROM of sdarndared optical modules,and makes it compatible with different system,like CISCO,HP,Juniper,ect.
Our modules are no different from the original ones when using in the system, but they are much cheaper than the original ones.
6.Do you support technical support?
Yes,we could support technical support for pre-sale and after sale.
Any questions,feel free to contact us before or after you buy.