FAQ

* 1. Login/Register
* 2. Contact Us
* 3. Shipping
* 4. Ordering
* 5. Returns
* 6. Laptoptown.com

1. Login/Register
If you have an account, just log in our website. If you are a new member, please click “Register” and then turn to "Create an Account" page, type in the information as required.
Email address: if an email address has been used to register on our website before and you want to create a new account for some reasons, you should use another email address.
Password: you must remember it deeply, and use at least 5 characters. In order to protect the private information of customer, we can't help you find out your password if you lost it.
Billing & Shipping information: for the billing info, please make sure you write the same info as that of your credit card or your online payment account. This can make the order be shipped easily and protect the commercial right for both yours and ours. If you have any special request about the shipping address, please leave comments when you place the order, and we will contact you at the first time.
Telephone: A phone call can make the contact easy and quick.So remember to leave your phone number on your order.


2. Contact us
* What's your service time?
* How can I contact you?
* How long will you reply me?
* When I contact you, what information do I need to provide?
* Do you provide some confirmed info when the order has been placed?
* If the customer service is unavailable at that time, what can I do?
* Do you have the Emergency contact method?
* Will you contact us without any requests?
* Can I get help from your local store?

What's your service time?
Service Time: NJ Time Zone(GMT-4)EST Time.
Online Service：Monday-Friday 10：00am—6：00pm
Email Service：Sunday-Thursday：8：30pm—6：00am, Friday: 8: 30pm—00:00
Phone Service：Monday-Sunday：10: 00am—6：00pm
Except Weekend, We always be here!

How can I contact you?
Email Address: service@Laptoptown.com
Live Chat

How long will you reply me?
We always reply customer asap, online service is the quickest way to get answer for your question. If you meet any complex problem, we encourage you to send email to us, we will reply you within 12 hours except weekend.

When I contact you, what information do I need to provide?
If you have order problem,please tell us your order#, email address or full name which is used to register on our website.Any other problems,just tell us the details so that our customer staff can give you the best answer.

Do you provide some confirmed info when the order has been placed?
Yes, we send three emails to customer:
1. Welcome email:when you registered succefully on our website,a welcome email will be sent to your register email address.
2. Order confirmation email: A confirmed email will be sent to tell you the order details (order#, product, payment status etc)after your order is pleaced.
3. Shipped email: which will notify you the shipped date and tracking #.

If the customer service is unavailable at that time, what can I do?
Please send email to us, our customer service will reply you within 12 hours except weekend.

Do you have the Emergency contact method?
Pls following the below process:
Live Chat

Will you contact us without any requests?
Yes, we will contact you by email/Phone if there are any problems of your order. We may also notify our customer about the website’s new activities from time to time, just like some festival coupon code, amazing product discounts.

Can I get help from your local store?
Sorry, we just have a warehouse instead of a local store, so please contact our customer service.


3. Shipping
* Where are you located?
* What shipping methods are available?
* How fast will you ship my item?
* What shipping carrier will you choose?
* The role of the shipping insurance?
* Do you ship to foreign countries?
* Who will shoulder the return shipping fee?
* How can I track the shipping status of my order?
* What's the reason for a delayed shipping usually?
* How long will it take an item to arrive?
* Can you ship to APO/FPO Address?
* What does DOA stand for?
* Who will contact post office if there are some problems of my package?

Where are you located?
NJ, Brunswick, US

What shipping methods are available?
Standard Mail (5-7 Business Days)
Priority Mail (3-5 Business Days)
Express Mail (1-2 Business Days)
International Priority Mail ( About 6-10 days )
International Express Mail (About 4-6 days)
Standard International Shipping ( About 10-15 days )
（see more details on this link）http://www.laptoptown.com/shippinginfo.html

How fast will you ship my item?
We always ship the item at the same day you place the order except weeked, and notify you the tracking#.But don’t worry if you can’t see the status of item via the tracking#, as the carrier may take some days to update the shipping status.

What shipping carrier will you choose?
USPS/UPS/PostclubUSA

The role of the shipping insurance?
We encourage customer to add the insurance to the order, in case the product is lost or undelivered.Covering insurance will expedite our processing of your order.

Do you ship to foreign countries?
We can ship the items to many countries, except some special products (Fragile, Perishable, Heavy).

Who will shoulder the return shipping fee?
We will not pay the return shipping fee, but we will offer Return Label for customers to return in such case.

How can I track the shipping status of my order?
You can contact us to get the USPS/UPS/PostclubUSA tracking#, you can track it on
USPS:www.usps.com
UPS:www.ups.com
PostclubUSA:www.postclubusa.com

What's the reason for a delayed shipping usually?
1. There are some problems of your order just like: your information is not complete, we need to confirm some important info before shipping in order to make sure the item will be shipped to the right person--right address.
2. Risk order, the credit card AVS number/CVV2 number is not fit the rule of paypal, in this case we will contact customer to verify the exact problem asap.
3. Some products were sold out or have some manufacture problem at that time.

How long will it take an item to arrive?
It depends on the choice of the shipping method and location of the area, we will always send the item at the same day, for the details, pls contact our customer service.

Can you ship to APO/FPO Address?
Yes, we can!

What does DOA stand for?
Dead on Arrival, if the customer encounters this case, don't worry about it, do not throw away the package, and take a picture of the defective item, then send email to us, we will work out a proper solution for you asap.

Who will contact post office if there are some problems of my package?
Thousands of items will ship from our warehouse, so we encourage our customer to contact the shipping carrier or the local post office by yourself. If you can't get help form the related staff, pls contact us, we will do our best to help you to resolve the problem. Here are some possible status which need you to contact:
1. The tracking# showed that the package had arrived at a place, but it hasn't updated update for several days, pls contact USPS/UPS/PostclubUSA.
2. The tracking# showed that the package was delivered, but you have not received it, pls contact the local post office.
3. We have not received the return package, you need to contact the shipping carrier.
4. Certainly, Whatever problems you meet, just contact us and we will give you our advice.

4. Ordering
* Who can place the order?
* Can I track my order?
* What payment can you accept?
* How long will the order be processed?
* What should I do if I placed the wrong order?
* How can I make various orders be shipped in the same package?
* How can I get the coupon code from you?
* Do you accept the phone order?
* Why do I need to pay the Tax?
* If the item was sold out, what should I do?

Who can place the order?
You need to register on our website successfully.

Can I track my order?
Pls click "Track Order", and type the necessary information. There are some order status you should know:
1. Processing, the order is ready to ship
2. Pending, the payment hasn't completed now
3. Shipped, the order has shipped yet

What payment can you accept?
We accept PayPal, Master card, Visa, American Express, Discover.

How long will the order be processed?
Once the payment was completed, the Website Ordering system will check it soon, if there is no problems with the order, we will make it be processed.

What should I do if I placed the wrong order?
Pls contact us asap, if the order doesn't been shipped, we will help you to correct the order or cancel the order, the customer needs to pay the additional price or the shipping fee. We always ship the item quickly, so if the item was shipped before the customer notifies us, the customer need to return the item when it was delivered, we can offer partial refund or replacement.

How can I make various orders be shipped in the same package?
Pls place a single order for all the items, just put all the items in the shopping cart, then we will ship all the items to you in one package.

How can I get the coupon code from you?
We will arrange some discount activities for festival and some verified VIP buyers, pls pay attention to our website page or ask our customer to create the coupon code for you.

Do you accept the phone order?
Yes, we do. But for some important info, you should send email to confirm it.

Why do I need to pay the Tax?
NJ customer need to pay the State tax, about 7% for the item price.

If the item was sold out, what should I do?
We have many suppliers, so if you want this item urgently, pls contact our customer service to confirm the Arrival Date of this product.


5. Returns
* What should I do if I want to return the item?
* How can I get the RMA#?
* Can I get my refund or exchange, if I return the item without notifying you beforehand?
* Why can't I get the full refund?
* Why don’t you process the refund or exchange when the tracking# shows that the returned package is delivered?
* What information should I attach on the return package?
* Do you provide the return label for me to return?
* Can I return my product for repair?

What should I do if I want to return the item?
1. Pls contact our customer service first, the related staff will help you to confirm the problem.
2. After we confirm the problem. And you need to return it, our customer service will provide the RMA# for you to return it.
3. We will process the refund or exchange after we get the return.

How can I get the RMA#?
Pls contact our customer service to get the RMA#

Can I get my refund or exchange, if I return the item without notifying you beforehand?
We have thousands of cases need to handle every day, so if you don't contact us before, we can't help you to resolve the problem in time.

Why can't I get the full refund?
For some cases, the refund will not include the shipping fee and handling fee.

Why don’t you process the refund or exchange when the tracking# shows that the returned package is delivered?
The returned package need to be confirmed by our shipping department, they need some days to find the returned package, so just wait for a little time.

What information should I attach on the return package?
RMA#, Order#, Laptoptown.com, email address, full name, return address.

Do you provide the return label for me to return?
Yes, for some products, we can offer the return label for customer. And you need to return the package within 5 days, or the return label will be invalidated.

Can I return my product for repair?
No, we don't have the repair service.


6. Laptoptown.com
* Do you have the real shop?
* Are some accessories Brand New?
* Can you offer the invoice for my order?
* Where can I leave the review for you?
* Dose wholesale customer want the special treatment?

Do you have the real shop?
No, we only have online store.

Are some accessories Brand New?
All the products are from our suppliers directly, they are Brand New.

Can you offer the invoice for my order?
Yes, we can.

Where can I leave the review for you?
Pls click the below link:
http://www.Laptoptown.com/testimonials.html
Or you can go to some public review website: resellerrating.com, complaintsboard.com

Dose wholesale customer want the special treatment?
Pls send message to our VIP email address: Laptoptown.com