FAQ

Replace/Repair

A. Replacement: Procuts with quality problems, if notified within 30 days( from the date products were received) can be returned and replaced.

B. Repair: Defective products can be returned and get replair within 2 year(from the date products were recevied).

C. We can't give a full refund for reasons such as:

i: "The product does not look like the ones in your picture."

ii: "The product is not what i'd imagine it to be."

iii: "I am not satisfied with this product.

Custom's Tafiff, Tax, fees

A. Do I have to pay VAT/TAX?

We don't apply any tax on all items we sell on "essencetek.com", there are still possible additional costs to buyers: Bank transfer charges/ Paypal money' upload' charges/Any import duties that are levied at customs.

B. Can you declare $X for my order to reduce import taxes?

If you have special instructions for the waybill and invoice declaration on your orders, you need to tell us these instructions every time your order, usingthe online checkout comments box, one such example is instructing us to declare the value you desire.

We always suggest the buyer to look up the value for the custom declaration and iinform us with the information,and then we will provide a suggesting pricing for the item.

Order ( mark/track/change/cancel )

A. Can an order be made without using the webstore? We prefer our customers to order whrough our website.You can place orders directly for the products you like. However, if you want to order in other ways,or have questinos about ordering, please contact our "Customer Service Representatives" by live chat or email to: This e-mail address is being protected from spambots. You need JavaScript enabled to view it .

B. How to make a large order? Please ask our online VIP member REP Email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it . We will have VIP Representative to contact you to serve you.

C. How to make an order?

i: Register with "essencetek" for free.

ii: Log in to your account.

iii: Search or browse for products, click on "Add to cart" for the item you want to buy. Item(s) will be saved in your "Shopping Cart" if you log out or accidentally close your browser.

iv: Find out the shipping fee by clicking on the "Estimate Shipping Costs" duriing the process of 'CheckOut".

v: Choose the payment method you prefer in the area of "Special Instructons or Comments", you can specify special request for your order(e.g. the declared value of the package for customs purposes).

We will begin processing your order when payment is received. After we send out the item(s) you buy, We will email you the tracking number and tracking links to your registered email address.

D. How can i check the status on my order?

During the process of purchase you should receive several emails from us. There will be an email confirming your order information, and we will also email you the tracking number after we ship out your order. You also can log in your account to check status of all of your orders. You can also contact with our online "Customer Service Representative" and we are happy to assist you.

E. Why was my order cancelled? Why did you refund my payment?

It is rarely that we refund your money and cancel your order, if this happend, it is most likely the verification of your payment fail, or the products you ordered are out of stock. Our "Customer Service Representative" will contact you promptly by phone or email to discuss the mattter with you, if we can not get in touch with you or no response made from you within 5 business days after we make the first contact, we will likely refund your money.

Possible reasons are:

i: Paypal accont name and address does not match up with your order's information, and there was no response when we try to contact you.

ii: The products you ordered are temporary out of stock.

F. What happend if I order by mistake, or want to cancel the order?

If you just order the wrong item or like to change with different item,Please contact us ASAP. If the package have not sent out yet,we will make arrange to send you with the right one. If the package already sent out,you can still go ahead with the new order for the righ one, we put a hold on your refund money until we receive the returning goods from you in good condition.

i: Cancellation before payment:

If you have not paid for your roder yet,there is no need to contact us to cancel it. We receive hundreds of 'test' orders each day which uor members are using to quote certain cart contents and save the invoice for later reference.

We ignoreall orders until a matching payment is received. So if you have not paid, don't worry, we are not processing your order and you are under no obligation of it.

If your order is more than a week old please note you may not be able to "reactivate"if by sending a payment, because the prices of the items may have changed as well as the shipping rates and currency conversions. You may need to cancel the existing order and repeat the processing with a new cart.

ii: Withdrawing an order after payment:

If you have already paid for an order and want to cancel it, please contact us as soon as possible.

If you are uncertain about something in your order and you with to change it, please contact us and put the orderon hold while you decide. This will stop the packaging process so you still time to make changes.

If you want to cancel an order because you are ADDING further products,but not canceling the previous items, simply contact us and we will process it, usually for no extra fees.

If the order is in an early processing stage you may be able to change and cancel it .You can ask for a refund or keep your payment as a credit.

G. What does my order status mean?

Here are all the different order status,and you will find the explanations below:

Pending

Payment Received

Payment Confirmed

Payment Reviewing

Processing

Packageing

Dispatched

Delivered

Cancelled

Every time you checkout an order at Welcome, an order number is created for you. If you decide not to pay for an order you've checked out, you don't need to do anyting-it will just automatically expire later.

Meaing of order status:

Pending: This means that you have placed an order successfully, but we still have not received your payment(you may have paid your order by western union or wire transfer, but it will take some time to confirm your payment and update status. Generally we can confirm Western Union payment in 72 hrs in working days, if you pay by Wire Transfer, it will be a little slower, normally it will take up to 3-5 working days to transfer money to our bank account.)

Payment Received: If you pay your order by Paypal,it means that we have verfied your payment, if you pay by Western Union or Wire Transfer, it menas that the payment information you offered is all matched,we have the money.

Payment Reviewing: This means there is some problems with your payment, our customer service staff will contact you ofr details.

Processing: This means we are processing your order,we are gathering all the products you ordered together and check the quality,making sure they function well. Packaging: We are packing all the products properly and will follow your instructions to label that package or customized invoice well.

Dispatched: This means we have sent out your order,You will received an email from "Essencetek.com" including tracking number and links. You can also log in your account to check with the status.

Delivered: This means your order was delivered sucessfully.

Contracting customer: When we handle your order, there may be some unexpected issues,e.g. you ordered a piece of scanner but forgot tell us which number you want. If you find your order is in such status,please check your email or phone,we may had contacted you but failed. We also suggest you go to our HelpCenter to submit a ticket, it's easy to slove this matter.

Cancelled: The order in this status will be irremediable and useless, The most possibility is that you asked us to cancell an unpaid order.