Welcome to Etemall Help Center

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Modified: 02/12/2009 03:55 AM by Etemall - Categorized as: FAQ, General Support, Order Processing, Support

WEBSITE STATUS January 23, 2009 1:36AM (HKT/GMT+8): The DNS issue preventing access to www.etemall.com is now fully resolved. All Etemall websites have returned to normal and functional status. Should there be any scheduled or unscheduled outages of any of the Etemall websites, they will be announced here.

Beware of 3rd party sites

etemall has been made aware that there exists 3rd party sites with "agents" impersonating etemall customer service staffs by using the same names and showing etemall staff logos and icons. THESE ARE IMITATIONS AND ARE NOT etemall AGENTS.

etemall official sites are under the web address (domain) *.etemall.com. etemall does not have control and is not responsible for sites falling outside of this official website domain. Specifically, etemall does NOT run any chat room (i.e. IRC).

If you have questions regarding orders and services, you should always contact us directly by using Customer Service Express or Live Chat (a blue ONLINE logo appears when agents are available). For your protection, do NOT disclose any of your personal and/or order information to 3rd party sites.

Start Here

There are many ways for you to quickly get help and find answers:

Check out the FAQ - especially useful for first time customers
Etemall Public Forums - Etemall staffs and many experienced and helpful fellows are frequently there
Customer Service Express (Contact Support) - Contact Etemall staffs by using Customer Service Express for a 24~48 hour response to your questions.

Frequently Asked Questions (FAQ)




Before 
Ordering
   Does 
etemall.com match competitors pricing?
   Is 
it safe to shop on-line at etemall.com?
   What 
are the available shipping methods?
   How fast 
is EMS Express?
   Do 
you offer any shipping discount on multiple products 
purchased?
   Is 
there any discount for bulk/volume purchases?
   Does 
etemall.com handle International orders?
After 
Ordering
    
My order is shipped, why isn't there any tracking information available for the 
Registered Airmail/EMS package? 

   What 
is my order status? And how long will it take to process my 
order?
   How do I 
cancel my order?
   How 
long does it take for back ordered items to get 
sent?
   How 
is the replacement policy? How do I get an Return Merchandise Authorization 
(RMAs) from etemall.com?
   Can 
I use the etemall receipt, obtained from online tracking, for product 
warranties?
   When 
will a replacement be sent?
   How 
are warranties handled?
   Can 
I add an item to my order?
   If 
I do not receive my order number, what should I do?
   How to 
contact etemall?

Returning a Merchandise?

Not satisfied with a product or shipment? Send us a Support Ticket first. Upon receiving an authorization (RMA), proceed and send you package back to us at the following address:

Our postal mailing address is:

TO: etemall
Room 225-226, Block B, Focal lndustrial Centre
21 Man Lok street
Hung Hom, Kowloon
Hong Kong

For defective products, our customer care staffs may send you different return addresses that's geographically nearby to your country. Remember to follow instructions given for those cases.

If you are qualified for a credit on the return shipping postage, remember to carefully follow the RMA instructions and requirements. When in doubt, always contact us for clarifications.

Need to Contact Us?

You may always contact us via the easy to use Customer Service Express (faster response, more secure than traditional e-mail, and responses are stored online for viewing at anytime). Please do not send duplicate inquiries as it will only slow down your responses.

We will try to give you a reply within 24 to 48 hours during weekdays. Please allow some extra time for a reply if inquiry is sent via e-mail and during busy times. Please remember to check your SPAM/JUNK folders if a reply does not get to you after a long period of time.

Note: please send all inquiries via the tickets helpdesk as it is the only official channel for contacting etemall.

Need Live Help?

You may also reach us live by calling (+86) 1353-0080-484 ^new!. Our office hour is between 9am to 6pm HKT/GMT+8 (lunch break between 11:45AM and 1:15PM), Monday through Saturday except public and statutory holidays.

Etemall Local Time (HKT/GMT+8):

etemall Help and Support