How do I know when my order was shipped?
Orders generally ship within 2-7 business day providing stock is available while it is 15-25 business days if stock is out (we will contact you for this case and discuss if you will keep order or get a refund). You could contact us to confirm the handling time before putting order. You will receive an order confirmation, via email, shortly after your order has been placed. Please note this is not a shipping notice but we will email you a second time with a shipping notice/invoice to let you know that your order has been dispatched from our warehouse. We invite you to log into your account online anytime to view the status of all of your orders.
Orders that have incomplete or invalid shipping address may be delayed. ELOKY will attempt to contact customer for an update on the shipping address. Orders that require manual billing or shipping address verification will be delayed until proper billing confirmation document is provided.
How long will it take to receive my order?
We ship items out as soon as possible, but this won’t always be the same day as your order. Please allow up to 10-20 business days for delivery time. If we anticipate a longer lead time, we will notify you. If you have any questions on a specific item’s lead time, please contact us at service@ELOKY .com or call 86-755-2344-7309 with any questions.
All of our orders are shipped via standard shipping method. Delivery times typically range between 10 – 20 business days.
30 Days – Must be factory sealed unopened (with the exception of LTS – must be in like new condition LTS ONLY). Items must be returned within 10 business days of an RMA issue date, after which the shipment will be refused. Merchandise that has been opened cannot be returned for credit (with the exception of LTS). Once a product is opened, or the factory seal is broken, it is considered used. This includes product that was just installed to test. Merchandise will not be accepted for return (for credit or repair) unless an Return Merchandise Authorization (RMA) number has been issued. It’s important to note, however, that if your product has a manufacturer defect – that we will work with you to get a product that is in working condition to you as soon as possible.
Please send an email to service@ELOKY .com for a Return Merchandise Authorization (RMA) number. This email should contain the following information: your order number, the model and serial number of the item that needs an RMA, and a description of the problem with the item. A Return Merchandise Authorization (RMA) must be generated by the RMA department prior to the return of any product, please contact the RMA to initiate the Return Merchandise Authorization process. It is important to bear in mind that our warehouse and main office locations are in separate
facilities. Packages received without a valid RMA number will be rejected and returned intact to the sender without any further processing. Any damaged shipments must be either refused or a notation must be made on the delivery receipt or bill of lading at the time of the good’s arrival, as this will insure the carrier’s liability in the event of delivery of damaged goods. If you make payment by wire transfer, the transfer fees are non-refundable in the event of a return.
DOA (RMA) POLICY
ELOKY strives to ensure our customers are as assisted and protected as possible during any product repair, exchange, or return processes (also known as RMA process).
The RMA process will vary depending on the manufacturer. You will always call ELOKY first to report any such issue, and from there our team will advise and guide you thru the RMA process, and also be your advocate to act with strong resolve on your behalf. However, it is ultimately the manufacturer that will determine if the product in question qualifies for any such RMA process, as well as any potential re-stocking fees. Once a box has been opened, or any seals or wrapping have been removed will result in that equipment being ‘used’ equipment that can no longer be sold as ‘new’, and must now properly go through the RMA process.
Any equipment that is received dead on arrival ‘DOA’ should be reported as such to ELOKY within 3 calendar days of receipt to ensure all RMA benefits are well-received. Any return requests reported to ELOKY outside of 30 calendar days will not be considered for DOA replacement. After that the normal RMA process would apply.
LOST or DAMAGED SHIPMENT
If a shipment is lost, stolen, or damaged, a claim with be submitted to the shipping company. Refunds, replacements, or credit will be applied at the conclusion of the claim and not before. ELOKY works with reputable 3rd party shipping companies that have a record of proven performance and good customer service. Unfortunately things do not always go perfectly for any company, including those that ship our products. ELOKY is ultimately not liable for any damages or errors made by any 3rd party shipping company. As such, ELOKY will ultimately rely upon a shipping company’s investigation to determine fault and any replacement or refund values regarding any missing or damaged equipment.
ORDER PROCESSING TIMES
Our business hours are 08:00 AM – 06:00 PM (Beijing Standard Time). Monday through Friday but our cut off is at 12:00 PM. Any orders placed during non-business hours will be processed on the next business day.
Shortly after placing your order, you should receive an e-mail confirming it. If, for some reason, you do not receive that email, please check your spam folder to see if you can locate it. This is important, because if you have not received the confirmation e-mail, you won’t receive the email with shipment information.
PRICING AND AVAILABILITY
ELOKY has made every reasonable effort to ensure the accuracy of all product information and prices on this website and will not be held responsible for typographical errors including, but not limited to product prices and specifications. To the best of our knowledge, all products advertised were available and current when added to this site, however, all these products are subject to the manufacturer’s availability. Please be advised that manufacturers do change prices and discontinue products as they deem fit and we are not always made aware of these changes in time to update our website to reflect this condition.
We offer standard shipping world wide. Orders typically arrive in 10-20 business days. Items shipped directly from Shenzhen may have shorter delivery times.
We ship items out as soon as possible, but this won’t always be the same day as your order. Please allow up to 3-7 business days for processing time. If we anticipate a longer lead time, we will notify you. If you have any questions on a specific item’s lead time, please contact us at service@ELOKY .com with any questions.
Please note that the buyer is responsible for any VAT, tariff, duty, taxes, handling fees, customs clearance charges, etc. required by your country for importing goods. We do not collect this beforehand, and cannot give you an estimate of the cost, as it varies widely around the world.
All shipping charges are NON-REFUNDABLE. A product that is determined to be damaged or defective must be returned or exchanged within 15 days of the delivery date. Damage to the product, that is determined to be the result of misuse, abuse, accident or modification not authorized by ELOKY or the manufacturer are exceptions to the above terms.
Restock fees can be as high as 10% depending on the condition of the product. With that said we rarely charge a 10% restock fee and we try to keep it at around 5% as long as the product is in excellent condition. This is what the manufacturer charges us and this is what we must pass on to you. Credit may be denied in the event that the product is returned damaged, missing parts or packaging materials.
PRICE MATCH POLICY
We can honor price matches in most cases! Please note we do not price match unauthorized re-sellers, marketplace (ebay, amazon, or similar) or any vendor who does not supply support. Please check with our sales team for more information!
PRICE DROP POLICY
We do not offer price drop refunds or credits. For example if you purchase an item and the next day an item is on promotion for a lower cost we do not offer any refunds or credit.
PRICE INCREASE POLICY
Prices change every day. We try our absolute best to give customers the best price while providing excellent customer service. With that said we reserve the right to increase the price of a product at any time including at time of purchase. Why would we increase the price at time of order? For example a manufacturer promotion ends and our site still shows the old price we would be increasing the price there unless we can still honor the old price without selling it lower than cost. We do not engage in “bait and switch” or any other dishonest practices however.