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Support FAQ

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Support FAQ

#1
  • Posted 4 months ago
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Posted 4 months ago 2018-07-28#1


1 .  Order Status Inquiry

1.1 How long the order will be shipped out?
Normally the order will be shipped out within 24 to 48 hours, if the order will not be shipped out with in 48 hours, for the most case, the products

are the hot-sale, which are temporarily out of stock, and we will try our best to return the products within 5 to 7 days and ship them out as soon

as possible.( If you have any question or need, please feel free to send the email to support@tomtop.com or you can consult on line)

1.2 How to change the address?

Please contact us online if your order is not shipped out, at the same time, please kindly send us your correct address with the following method:

Here please kindly note that the address can not be changed if your order has been shipped out already, therefore please contact us in advance if you need to change the address.

1.3 How to replace the product?
Please put forward the replace requirement of product on line if your order is not shipped out, at the same time, please email customer service with

the detailed information of the replacement.

Here please kindly note that the product can not be replaced if the order has been shipped out already, therefore please contact us in advance if you

need to replace the product.

1.4 How to cancel the order?
Please put forward the cancellation requirement on line if your order is not shipped out, at the same time, please kindly email customer service the

reason of cancellation, which can help us be better in future.

Here please kindly note that the order can not be cancelled if your order has been shipped already, therefore please contact us in advance if you want

to cancel order.


2.Logistics Status Inquiry

2.1 Where the logistics status can be found?

If your order has been shipped out already, the shipping status can be verified through the following tracking URL: (1)https://my.tomtop.com/checkout/order/tracking?_ga=2.89634137.335645104.1531123424-77f45550-6035-d7a5-08b2-13fec73d7c40

(2) https://www.17track.net/en

2. 2 Why there is no logistics information after the shipment?

Normally the logistics information will be updated on the website after 1 to 2 days if the order has shipped out, therefore please wait patiently for the

logistics information if the order is just shipped out.

If there is still no logistics information over 72 hours on website after shipment, please kindly send the email to support@tomtop.com for help.

2.3  How should I do if the logisctis information shows that my package has been signed but I have nothing?    Please have a try with the following methods if the logisctis information shows that your package has been signed but you have nothing.

(1) Please kindly check with your family members and neighbors to make sure whether they have signed the package;

(2) Please kindly check if the package is placed at another location where is near your address;

(3) Please kindly contact the nearest post office and provide your tracking number to check the package information;

(4) Please kindly contact with customer service if you have tried the above steps 1-3 but there is still no package.

3. About the Customs Duty

3.1 How to avoid the customs duty? (1) Before placing the order, please learn more about your domestic customs duty situation in order to avoid causing heavy duty;

(2) Please kindly choose the duty-free logistics way if your domestic customs duty is heavy;

3.2 How to deal with the customs duty?
(1) If you have contacted with customer service for communication on this issue before the customs duty is generated, please continue to contact        customer service for consultation

(2) If you have not contacted with customer service for communication on this issue before the customs duty is generated, please clear the customs

by yourself or contact with customer service for consultation

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#2
  • Posted 4 months ago

Posted 4 months ago 2018-07-28#1

4. About the Situations of Wrong package, Missing part & Damaged package

4.1 Please following the below steps to deal with wrong package,missing part or damaged package after you received: (1) Providing clear pictures of the front of the package you received, and the order number also can be seen clearly on picture; (2) Providing the video link which can reflect the problem of product, and it is much appreciated if the youtobe link can be offered; (3) writting the solution of the problem you perfer to customer service.

5.About the Warranty

5.1 How long is the warranty period?
Due to the variety of products on the website and the warranty period of different products is different. Please check the warranty time of the product

you purchased with the following link:

https://www.tomtop.com/help/return-policy-guarantees.html

5.2 How should I do if there is a problem with product beyond the warranty period?
If there is any problem with the product beyond the warranty period, we will not be able to provide the warranty service for you. If you need us to

assist to handle, please feel free to contact the customer service for further need.

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#3
  • Posted 4 months ago

Posted 4 months ago 2018-08-02#2

Does the "szsinocam Full HD 2.0MP Megapixels 1080P Wireless WiFi Camera" come with an EU plug?  S1087UK

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#4
  • Posted 4 months ago

Posted 4 months ago 2018-08-02#3

 Is this item compatible iPhone 5 c   PA1974B

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#5
  • Posted 4 months ago

Posted 4 months ago 2018-08-02#4

Quote :Posted 58 minutes ago

Does the "szsinocam Full HD 2.0MP Megapixels 1080P Wireless WiFi Camera" come with an EU plug?  S1087UK

Dear  Customer,

You can purchase the product S1087UK and add remarks in your order telling us that you want a EU plug, then we will provide you with a  EU Power Adapter for your use.

For more information. please check details via this link : https://www.tomtop.com/search/s1087uk.html

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#6
  • Posted 4 months ago

Posted 4 months ago 2018-08-02#5

Quote :Posted 58 minutes ago

 Is this item compatible iPhone 5 c   PA1974B

Dear  Customer,

It is suitable for iPhone 6 Plus. 

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#7
  • Posted 4 months ago

Posted 4 months ago 2018-08-06#6

Need to buy hw 752025p batteries for this drone  

3.7V 200mAh Li-Po Battery is included in the package.

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#8
  • Posted 4 months ago

Posted 4 months ago 2018-08-06#7

Quote :Posted an hour ago

Need to buy hw 752025p batteries for this drone  

3.7V 200mAh Li-Po Battery is included in the package.

Dear  Customer,

3.7V 200mAh Li-Po Battery is included in the package.

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#9
  • Posted 4 months ago

Posted 4 months ago 2018-08-07#8

Is possible to use it in italy  Y5151B 

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#10
  • Posted 4 months ago

Posted 4 months ago 2018-08-07#9

Quote :Posted 55 minutes ago

Is possible to use it in italy  Y5151B 

Dear  Customer,

 It can be used in Italy.

For more information, please check details via this link : https://www.tomtop.com/search/y5151b.html

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