FAQ

FAQ

1. How to register an account?

A. Click "Create an Account" on the upper right of our homepage;

B. You will see a page where you can add your e-mail address, and password to create a new account;

C. Fil in the part with all the required information, and then click on "Create an Account". You can otherwise log in with Facebook.

Congratulations! You are now a member of the Promotion Community.

2. Login Problems?

Check your login details. Your login username is your email address, check your email address is entered correctly on the login page, and try again.

Ensure that cookies from www.promotion.com are accepted in your browser (Internet Explorer, Firefox, Google Chrome etc.).

If you have forgotten your password, please click "forgot your password", enter your e-mail address and we'll send you a link for resetting your password. 

3. How do I change my account information?

To change your account information, log on to your Promotion.com account and make any necessary changes to your address, e-mail, phone number, password or payment options.

Please note that these changes will not apply to any orders that have already been placed.

To change that information for an existing order, please contact our Customer Service team(service@promotion.com).

1. What does my order status mean?

Generally, When you pay for an order, it goes through several statuses:

Processing: Once your order is in the 'processing stage, it means everything is really underway. During the processing stage, we will put together the paperwork for shipping check the items one last time and generally make sure that things are correct and complete. Orders don't normally stay in this status for long and we only have to contact you very rarely about issues.  

Dispatched: Your order has been picked up by the courier or freight company and is speeding its way to you! Check the tracking detail in your account to follow your order from here.

Completed: Your order has been collected and signed for by either yourself or the customer!

And there is some other status:

Payment Pending: You have placed the order but haven't paid yet, or we haven't received the funds yet. Either way, we are waiting on some money so that we can process the order. But what happens if you made a 'test' order and don't actually want to follow through with the purchase? If you didn't pay for an order and don't want to continue with it, do not worry, we're not processing your order. We ignore all orders until a matching payment is received. It will remain on your account for your reference.

Order Cancelled: Your order is inactive; it was not paid for.Once you have successfully canceled your order this status will appear in your account.

Refunded: it means your order is in the process of refund.

2. How to change or add to an existing order?

If you want to add or remove a product to your order after you have already paid, please contact us as soon as you can.

If you email us asking about making changes we will hold the order until you have confirmed your instructions.

1. What kinds of payment do you accept?

We accept Paypal payment.

PayPal: Send funds directly to a seller from a verified bank account or from a credit card.

Advantages

* Immediate and convenient.

* Payment is deposited directly into the seller's account.

* You can pay directly from the item listing page.

* No requirement that you use your credit card (you can transfer money directly from your bank account).

* Sellers don't see your credit card number (it is safely encrypted through PayPal's server), which limits the risk of unauthorized use.

* Automatic payment tracking.

* PayPal Buyer Protection offered on qualifying items - up to $1,000 in free coverage. 

* Additional limited protection offered through PayPal's Money Back Guarantee.

2. Can I pay COD - cash on delivery?

No. Sorry, we can only accept payment in advance. You can use one of our secure payment methods to pay for your order.

1. How long does it take to deliver the goods?

The items will be shipped out within 24 hours during working days after we receive your payment, it always takes 2-5days to arrive at your home.

2. My product arrived but an important part is missing?

If some key part of your product is missing on delivery, please contact us with your order number and the product code. We will check our warehouse records to confirm if the correct products were indeed dispatched.

1. Can I return something if I don't like it?

If you change your mind about an item, No problem, we make returns easy. You can return most products by simply emailing our Customer Care team. Your refund will exclude delivery fees and a restocking fee and can only be made if the merchandise is in “as-new” condition. If your purchase included free delivery, the original outbound delivery cost will be deducted from your refund.

2. If I received goods that are not-as-described, what I can do?

If the missing item(s), wrong item(s) or incorrect package sent:

Please be sure to open the parcel and carefully check the contents before signing for the package.

For any issues, please carefully follow our warranty process to minimize any delays:

1. Contact our Customer Service Team with your order number and the product code (SKU number).

2. Please send us a clear picture of the outer packaging, all shipping labels visible, and (if applicable) the item received.

Possible Solutions:

*If there is an item missing, we will resend the missing item/accessory for free within the warranty period.

*If we have shipped the wrong item: we will either refund you in full or dispatch an alternative item (if applicable and available).