常问问题
Find clear answers about FlashFish orders, payment, shipping, returns, refunds, product use, and support. For any return or exchange, contact service@flashfishtech.com before shipping the product.
Shopping FAQs
1. What should I do if I have trouble logging in?
Check your login details. Your username is the email address you used for registration.
- If you've forgotten your password, select "Forgot your password?" on the Sign In page. Fill in your registration details and select "Reset your password."
- Ensure your web browser accepts cookies.
- Our website may be undergoing maintenance. If so, please wait 30 minutes and try again.
- If you're still unable to access your account, contact our Customer Service Department to report the issue. We'll assign a new password, and you can change it after logging in.
2. Can I get a discount if I make a larger order?
Yes, the more you purchase, the higher the discount. For instance, buying 10 pieces will get you a 5% discount. If you're interested in purchasing more than 10 pieces, please contact our Sales Department with the following information:
- The product(s) you're interested in
- Exact order quantity for each product
- Your desired timeframe
- Any special packing instructions, e.g., bulk packing without product boxes
Our Sales Department will provide you with a quotation. Note that larger orders save more on postage. For example, ordering 20 items will reduce the average shipping cost per unit compared to buying just one.
3. What should I do if I want to add or remove items in the cart?
Sign into your account and select the shopping cart at the top right of the page. You'll be able to view all items in the cart. To delete an item, click the "Remove" button next to it. To change the quantity, enter the new amount in the "Qty" column.
Payment FAQs
Payment methods are shown at checkout and can vary by region, order value, and payment provider rules.
1. What is PayPal?
PayPal may appear as a checkout option when supported for your region and order. PayPal processes payment details through its own service.
2. After making a payment, can I change my billing or shipping information?
Once an order is placed, you should not change billing or shipping information. If a change is necessary, contact our Customer Service Department as soon as possible during the order processing stage. If the package hasn't been dispatched, we can ship to the new address. If it has already been shipped, shipping information cannot be changed while in transit.
3. How do I know if my payment has been received?
Once your payment is received, we'll send a notification email. You can also log into your customer account to check the order status at any time. If payment is received, the order status will show "Processing."
4. Do you provide an invoice?
Yes, once we've received an order and payment has cleared, the invoice will be sent to you via email.
5. Can I use other payment methods to pay for the order, such as a credit card or an offline payment method?
Use the payment methods displayed at checkout for your order. If a payment cannot be verified or is declined, follow the checkout instructions or contact FlashFish support with your order number.
Shipping FAQs
Shipping options and delivery estimates are shown at checkout and in tracking updates where available.
1. How do I change the shipping method?
Once an order is placed, the shipping method should generally not be altered. However, you can still contact our Customer Service Department as soon as possible during the order processing stage. It may be possible to update the shipping method if you cover any cost difference.
2. How do I change my shipping address?
If you wish to change the shipping address after placing an order, contact our Customer Service Department early during the order processing stage. If the package hasn't been dispatched yet, we can ship to the new address. If it has been shipped, the shipping information cannot be changed in transit.
3. When will I receive my items after I place an order?
Delivery timing depends on the shipping method, destination, product availability, carrier conditions, holidays, and customs processing where applicable. Watch your order confirmation and tracking emails for updates.
4. Do you ship to my country and what are the shipping rates?
Shipping availability and rates are calculated at checkout based on the delivery address, products in the order, and available carrier options.
5. Why is the shipping cost on some items so expensive?
Shipping cost depends on the selected method, time, and destination. For example, if the cost between UPS and FedEx is $10, choose the option that best meets your needs based on price and delivery time.
6. How do I track my order?
When tracking is available, FlashFish sends the tracking information by email. You can also use the order tracking page: https://www.flashfishtech.com/apps/17TRACK
7. How do I know if my items have been shipped or not?
When your items have been dispatched, we will send a notification email to your registered email address. The tracking number is normally available within the next few days of dispatch and we will update the tracking information on your account.
8. What if I have not received tracking details?
Tracking can take time to appear after a shipment is created. If you have not received tracking details, contact FlashFish support with your order number.
9. Why is my tracking number invalid?
The tracking information normally appears after 2-3 business days following dispatch. If a tracking number is not searchable after this period of time, there are several possible causes.
The shipping companies have not updated the delivery information on the website with the most up-to-date status; the tracking code for the package is incorrect; the parcel has been delivered a long time ago and the information has expired; some shipping companies will remove the tracking code history.
We would advise you to contact our dedicated Customer Service Department and provide them with your order number. We will contact the shipping company on your behalf, and you will be updated once there is any further information.
10. If Customs duties are incurred, who is responsible for them?
Customs is a governmental agency responsible for regulating the shipments entering a specific country or region. All shipments being sent to or from region must clear Customs first. It is always the buyer's responsibility to clear customs and pay the relevant Customs duties. We do not add taxes, VAT, duty, or any other hidden charges.
11. If my items are detained by Customs, who is responsible for clearance of the items?
If the items are detained by Customs, the buyer is responsible for clearance of the items.
12. What if my parcel is seized by Customs?
If your items cannot be cleared from the customs, please contact us first. We will conduct further investigations with the shipping company on your behalf.
13. After payment has cleared, how long do I wait until my order is sent out?
Order processing begins after payment clears. Processing time can vary by product, order volume, and fulfillment status. Contact support with your order number if you need help checking status.
Returns, Refunds & Order Changes
Contact FlashFish before returning any product. Return shipping is paid by the customer.
1. Can I cancel or change an order?
Contact FlashFish support as soon as possible with your order number. Changes or cancellation may not be possible after the order enters fulfillment or ships.
2. How do I request a return?
Submit the request within 30 calendar days of delivery by emailing service@flashfishtech.com. Include your order number, product model, reason for return, and photos or video if there is a product issue. Wait for the approved return address and instructions before shipping.
3. What condition must a returned product be in?
The product must be unused, undamaged, complete, and returned with its original packaging, accessories, cables, and manuals where applicable. Products damaged by misuse, accident, improper storage, unauthorized repair, or modification are not eligible for return.
4. Who pays return shipping?
The customer is responsible for all return shipping costs for returns and exchanges. Return shipping charges are non-refundable. Use a trackable service and do not ship the product until FlashFish support provides the approved return address.
5. When will I receive my refund?
After the returned product is received and inspected, FlashFish will notify you of the review result. If approved, the refund will be issued to the original payment method. Bank or payment-provider processing times vary.