FAQs
Order Management
Q: Can I cancel or change my order?
A: Orders can only be modified or canceled within 24 hours of purchase. Please contact us immediately at Support Email if you need to make changes. After 24 hours, the order may have already been processed or shipped, and we will not be able to change it.
Q: How can I change the delivery address?
A: Please contact us as soon as you realize you need to change the delivery address as once it is shipped we cannot change the address. Click Contact Us or email to sales@deskpi.com for help.
Q: How can I add other products or change them to other products in an order that has already been paid for?
A: Please check your order status first in order history of your account. Before shipment, you can contact sales@deskpi.com directly to change products.
Payment & Billing
Q: What payment methods do you accept?
A: We mainly accept PayPal payments, which is related to our associated bank account. If you prefer to use bank transfer or other payment methods, please contact us at sales@deskpi.com.
Q: How do I get the invoice for my order?
A: Our website is unable to automatically generate order invoices. If you require an invoice, please contact us and provide your order number to obtain one.
Shipping & Delivery
Q: Do you offer free shipping?
A: We do not offer free shipping at this time. Shipping costs are calculated at checkout based on the weight, dimensions, and destination of your order. This allows us to keep our product prices as low and competitive as possible. If you have any questions about the shipping cost shown on the checkout page, please contact us. You can also inquire whether there are other logistics options that could reduce your shipping costs.
Q: Do you ship internationally?
A: Yes, we ship to most countries worldwide. Shipping costs and delivery times vary depending on the destination. You can view the exact shipping rate at checkout.
Q: How long does shipping take?
A: The transportation time varies depending on the logistics method and the shipping location.
Standard Shipping: United States / Canada: Standard shipping typically takes 7-15 business days; Europe / UK: Standard shipping typically takes 8-12 business days; Other Countries: Standard shipping typically takes 10-20 business days. Larger packages will take longer to ship. Please note: Order processing takes an additional 1-3 business days before shipment.
DHL Express: If you require faster delivery, DHL Express Shipping is provided at a higher cost, but it is faster and provides much more detailed tracking information. The DHL shipping fee we charge does not include import or customs duties. The buyer is responsible for paying the customs clearance fees and taxes.
Overseas Warehouse Delivery: We support delivery in our US warehouse, usually within 7 days after shipment, but not all products are in stock in this warehouse. Please contact us at sales@deskpi.com for details.
Q: How can I track my order?
A: Once your order ships, you will receive an email containing a tracking number. You can track your package on our Order Tracking Page or directly via the carrier's website. You can enter your package tracking number here to check the logistics: https://www.17track.net/en
After Sales
Q: I have received my order, but I found it's not what I want, can I return it and get a refund?
A: You can return your purchase for up to 7 days since the delivery date. But we're not responsible for the shipping fee of both ways. Returned or exchanged products must be in the condition you received them and in the original box and/or packaging. Simply contact our support team to initiate the return process.
Q: Some items are missing when I opened the package, what can I do?
A: Kindly check your package carefully first. Then send some photos including all products you received and packing list in the box to sales@deskpi.com for assistance.
Q: What should I do if the item I received is unusable?
A: First you can contact our tech-support via support@deskpi.com. If the problem is caused by product itself, we would definitely make replacement or refund it. Any report of problems with an order shipped more than 120 days cannot be serviced. All faulty products can be replaced within 90 days (including working days and holidays). Note: For any after-sales issues, please kindly provide your order ID.
Q: I don't receive the package but tracking information indicates delivery. What should I do?
A: Please check if the address you left for original order is correct and take a look at your house and surroundings. If still failed, you can contact local logistics company to confirm. Finally please kindly feedback this question to sales@deskpi.com for help when your package can’t be found.