Frequently Asked Questions
You can find valuable answers to some common questions in this section related to all matters of online shopping.
General
Currently, we do not have a catalog either in soft or hard copy. New products are being added regularly, almost on a daily basis while discontinued products are also being up-dated regularly making it not practical to have a catalog. Besides, with the product ranges and styles that we are carrying, the product catalog will be too big to download.However, if there is any particular product that you are interested in, please feel free to contact us and we will be happy to help you locate it. Contact Us: https://www.emartec.com/contact-us/
All our products are Genuine Products. If you have any questions about this, kindly contact our Support Team for further verification. https://www.emartec.com/contact-us/
Shipping cost is calculated based on the weight and dimension of the product(s) including its packaging. The product shipping weight is sometimes stated on our website page for your convenience. If there are any differences, it is due to shipping agents such as Emirates Post (EMS), DHL, Fedex, who apply volume metric in calculation of parcel weight.Shipping charges are calculated based on the weight of the product(s) including packaging.- For Fedex, DHL, UPS, TNT, USPS (Express/Priority): Rates are charged for every 0.5 kg.Example: for package weight 0.35 kg, it will be rounded up to 0.5 kg.– A flat rate of 120 AED per package is applied.
We do not have a physical shop, we are providing a door to door delivery service at a fixed fee of 25AED inside United Arab Emirates.
You can just subscribe to our newsletter .
No. You need to create an account with us in order to place an order. It is FREE.
Order
Please click on this link here to guide you on how to buy from us. https://www.emartec.com/help We accept orders through our website, by email, fax, or phone. Please ensure that you contact our customer service representative if you are unsure on how to order. You need to register with Emartec before placing orders from us. Any products added to your online cart will remain in the cart until you manually remove them, when you checkout and make payments for the ordered item.
You can have your invoices printed directly after you have created your order. Should you need the invoices to be stamped, please contact our support team.https://www.emartec.com/contact-us/
Please send us a message at this link here: https://www.emartec.com/contact-us/ and provide us : – your order number – the product ID and – the quantity that you would like to add/remove from your order. And we will amend your order as requested.
Yes, it is possible to change address details/shipping courier/payment method, and it is advisable to inform us before you proceed to make the payment for the order. Please send us a message at this link here: https://www.emartec.com/contact-us/
Order cancellation can be done for your order before the order has been shipped out. If the order has already been shipped you cannot cancel the order. Please refer to the Terms & Condition that applies for cancellation request.
Yes, you can combine 2 orders for one single shipment. In some circumstance, this arrangement is not possible due to the permitted weight & dimension of the package shipment determined by the shipping agent. We will let you know if necessary. Yes, you can separate the order for more than 2 packages and you need to make the extra payment for the shipping cost for each package charges.
- To check the package condition and the tracking number first to match with the details on Emartec.
- If the package show signs of external damages or looks like it has been tampered with, please open it in the presence of the postman or delivery personnel and check the products inside to ensure that the product are not damaged or missing.
- Any damages should be reported immediately and directly to the postman or delivery personnel. Take some clear pictures of the package and items you received and email to us within 24 hours upon receipt of the package.
- Customers are immediately advised to proceed to make the claim from the post office for the parcel.
- Customers always have the right to reject any packages that have been wrongly delivered to them.
Before signing the delivery note, customers are advised to do the following:
- To check the package condition.
- If the package show signs of external damages or looks like it has been tampered with, please open it in the presence of the delivery personnel and check the products inside to ensure that the product are correct and not damaged or missing.
- You may reject the package, when you received a wrong product from us as described in the followings conditions:
– Not the same color. – Not the same design. – Not the same functions. – Not the same models. – Damage /missing parts.
You are required to make a report to us on damaged or missing item(s) in your package within 24 hours upon receipt of the package. We will not entertain any complaints for damaged or missing items after the 24 hours time frame. Take note that you may also be required to provide us the photos or video files in order to enable us help you resolve the matter promptly. If the product is still within the warranty period, we will either request for return for the defective products and ship you the replacement or get it fixed by our technicians and/or suppliers.Shipping services providers such as DHL and FEDEX will only cover the value of the goods as declared on the shipping invoice if the package is missing or damaged by the shipping agent during the transporting of your goods. Please kindly refer to the term and condition as below: https://emartec.com/terms-conditions/
Emartec offers a 100% Money Back Guarantee when you have received a wrong product from us, for more details please kindly refer to the following link: https://emartec.com/terms-conditions/
Yes, you may exchange the item. You will be required first to return the item to us (Product exchange acceptance may depend on the product availability). You will need to bear the cost of the price difference for the exchanged item, the return and also reshipping cost. As for the returned product, we will also charge you the 30% restocking fee, as the item are no longer acceptable for return to our suppliers/vendors.
We believe that in order to have the best possible online shopping experience, our customers should be able to make a choice to return a product for whatever reason they are not happy with the purchases. All we ask is that you send the items back to us in the original packaging and in the state you received them with it original packing intact and in un-use condition within 24 hours of receiving the product. If however the item has been used, we will not accept the product.
Payment
OUR ACCOUNT DETAILS
United States:
United Kingdom:
Australia:
Canada:
Inside EU and SEPA
New Zealand
Secure Credit or Debit Card Online Payments
Our preferred payment method is by a secure VISA and MasterCard Credit Card transaction. Your card number will be protected using industry-leading encryption standards as transactions are processed through the Virtual Card Services Terminal.
Bank Transfers or Teller Deposits into our Business Account
Make your payment directly into our bank account. Please use your Order ID as the payment reference. Your order wont be shipped until the funds have cleared in our account. After making the transfer send email to contact@emartec.com and send us notification of the transfer. Please allow 1-3 days of processing time. Thank you
PayPal
We accepts payment through Paypal.
Cash on Delivery – COMING SOON!
Cash on Delivery (Pay Cash upon delivery) will be available within UAE.
Yes, as long as there is a Visa and Mastercard logo on the card it will work on Emartec.com
If you made payment by credit card or by Paypal, all your information are encrypted in Paypal system of which we have no access whatsoever to it.Paypal (http://www.paypal.com) is committed to handling your customer information with high standards of information security. Your credit card and bank account information are stored only in encrypted form on computers that are not connected to the Internet. They restrict access to your personally identifiable information to employees who need to know that information in order to provide products or services to you. They maintain physical, electronic and procedural safeguards that comply with federal regulations to guard your nonpublic personal information. They test our security systems regularly and also contract with outside companies to audit our security systems and processes.
To know how much you need to pay for your order purchases, login to your account and click on View Order and then click on the order number to find out how much you need to pay for the order https://www.emartec.com/my-account/
Emartec supports processing payments in 135+ currencies, allowing to charge customers in their native currency.
The currency used comes into play in three places:
- The customer’s credit card currency
- The currency of the charge, called the presentment currency
- The currency accepted by your destination bank account or debit card, called the settlement currency
If the charge currency differs from the customer’s credit card currency, the customer may be charged a foreign exchange fee by their credit card company. The customer may also be charged a fee by their credit card company if the credit card and your business are in different countries, regardless of the currency used.
Supported presentment currencies
- USD
- AED
- AFN*
- ALL
- AMD
- ANG
- AOA*
- ARS*
- AUD
- AWG
- AZN
- BAM
- BBD
- BDT
- BGN
- BIF
- BMD
- BND
- BOB*
- BRL*
- BSD
- BWP
- BYN
- BZD
- CAD
- CDF
- CHF
- CLP*
- CNY
- COP*
- CRC*
- CVE*
- CZK
- DJF*
- DKK
- DOP
- DZD
- EGP
- ETB
- EUR
- FJD
- FKP*
- GBP
- GEL
- GIP
- GMD
- GNF*
- GTQ*
- GYD
- HKD
- HNL*
- HRK
- HTG
- HUF
- IDR
- ILS
- INR*
- ISK
- JMD
- JPY
- KES
- KGS
- KHR
- KMF
- KRW
- KYD
- KZT
- LAK*
- LBP
- LKR
- LRD
- LSL
- MAD
- MDL
- MGA
- MKD
- MMK
- MNT
- MOP
- MRO
- MUR*
- MVR
- MWK
- MXN
- MYR
- MZN
- NAD
- NGN
- NIO*
- NOK
- NPR
- NZD
- PAB*
- PEN*
- PGK
- PHP
- PKR
- PLN
- PYG*
- QAR
- RON
- RSD
- RUB
- RWF
- SAR
- SBD
- SCR
- SEK
- SGD
- SHP*
- SLL
- SOS
- SRD*
- STD*
- SZL
- THB
- TJS
- TOP
- TRY
- TTD
- TWD
- TZS
- UAH
- UGX
- UYU*
- UZS
- VND
- VUV
- WST
- XAF
- XCD
- XOF*
- XPF*
- YER
- ZAR
- ZMW
No. Cash on Delivery is currently not available
Payment verification documents are required when there is uncertainty. This is a precautionary measure taken by us to prevent any unauthorized use of your credit card.You are advised to proceed with bank transfer if you are uncomfortable in providing the documents requested.
Refunds, if any upon requests from you, will usually take about 7 to 15 working days from date of approval for refund, to reflect in your credit card account.
Shipping
Free shipping is applicable for selected products. Items with the Free Shipping as show below have zero shipping costs regardless of item quantity or your location. We choose the shipping method best suited to the package size and shipping destination.
You can choose from using international FEDEX, DHL, ARAMAX and for local(United Arab Emirates ) Emirates Post, Zajil & others Couriers to ship for your orders. You may not use your own shipping agent.
Yes. It will be delivered to address stated on your shipping details if you have provide a valid and updated contact number so that you could be within reach at all times. Failing to contact you, the courier will send notification to assist in contacting you.
Yes, it is possible to change address details/shipping courier/payment method, and it is advisable to inform us before you proceed to make the payment for the order. Please send us a message at this link here: https://emartec.com/contact-us/
Estimated shipping time of the products ranges between 3 – 40 days depending on which shipping method chosen. Unless otherwise specified differently for the shipping time of a particular product or a larger order, below is the normal estimated shipping time from our different branches
- For orders shipped from Overseas branches, generally the order will be shipped out within 1 to 40 working days.
- For orders shipped from Botswana branches, generally between 1 – 7 days.
We will notify you by email as soon as we shipped your order. The estimated time of arrival depends on the shipping agents you choose.
Your package shipping time is determined by which shipping option you choose.You have 5 options to choose from
Free Shipping 2-15days
Express Shipping DHL/FEDEX/UPS 4-7days
Airmail 2-3weeks
Air Cargo 1-2 weeks minimum 16KG.
Freight 30-35days.
The courier company might take up to 48 hours to update the tracking number into the tracking system. Please contact us again if you are still unable to track your order.
You are required to make a report to us on damaged or missing item(s) in your package within 24 hours upon receipt of the package. We will not entertain any complaints for damaged or missing items after the 24 hours time frame.Shipping services providers such as Emirates Post, Sprint Couriers, DHL, FEDEX , and will only cover the value of the goods as declared on the shipping invoice if the package is missing or damaged by the shipping agent during the transporting of your goods.
We will need some time to investigate with the courier service provider and other relevant parties to check on the status of your shipment in order to ascertain that your package is really missing and the cause of it. Once we received their confirmation status, we will proceed with the loss claim. We will only be able to refund or reship to you the value that is being compensated by the courier company. However, if you have already proceeded to do the loss claim, please provide us your claim case ID and/or any other relevant details/documents so that we could make a referral to the courier service provider for confirmation.No fraudulent or false claims will be tolerated.