All your products come from China?
Most of our customers are based in U.S. and European Union. We ship from China.
The only exception are the pre-order products that are not released yet. Even in this situation we are doing the best to make sure that our customers get the products ASAP.
We do understand time pressure and we will always try to do our best.
Can I order and pick up the product from your office?
In order to pick up your product from us we just need the prof of purchase (invoice) and prof of identity (ID or Passport).
This process is only available in Netherlands and we need to know in advance your plans. We encourage customers to make an appointment and collect their products from our location to offer FREE training. Our reputation for continue growth of sales and satisfied customers defines our purpose and our support team will make sure you will get the best in all aspects.
Can you ship internationally?
Yes! But please understand that intentional shipping takes 2-4 weeks to arrive under normal conditions. Due to Covid and holidays may result in additional delays. Also please note that depending on your country, there might be VAT or custom fee to pay to receive your order. The most common reason for missing international orders is not paying customs so please look into your country’s customs laws.
For the UK, we charge VAT at the checkout so UK customer do not need to worry about paying VAT again.
Is there tracking number with my order?
Yes, there is a tracking number with all orders except postcards or other small paper items (the shipping cost for these are too cheap for the post office to provide tracking, but all other products includes tracking). Your tracking number should be automatically emailed to you when the post office scans your label. It may take the post office a few days to scan the label after the order has been dropped off. If you do not see a confirmation with tracking in your email after a week, please check your spam folder or contact sales@phonemust.com (Please note that during holidays and big sales, shipping may take longer than usual)
What shipping carrier do you use? Can I request a different carrier?
We use standard USPS (United States Postal Service) for shipping within the US, and Global Ship for international sipping. We currently do not offer special shipping due to the much higher costs.
How much is shipping? International shipping?
Your shipping cost will be automatically calculated during check out.
Shipping cost is based on distance and weight. We cannot control the cost of shipping as that is the price set by the post office. Large corporations like Amazon can afford cheap shipping using their own trucks, but small businesses like ours can only get standard post office rates.
Shipping and insurance?
SHIPPING is FREE and it will always be FREE (worldwide) no matter the order amount. All parcels will come with Insurance and tracking number.
How long does it take to ship after I order? How fast is the delivery?
All orders are shipped out once a week on Mondays. Please order before Monday to get your order as soon as possible. During holidays or big sales, orders might take longer to ship than usual.
For most domestic orders, the packages should be delivered within 2 weeks. But it’s possible that the post office has some occasional delays, especially during holidays. If you do not receive your domestic order in 3 weeks, please contact us.
For international orders, it can take anywhere between a week to a 6 weeks for the package to arrive depending on how far your country is from the US. If you do not receive your international orders after 6 weeks, please contact us.
Why you have so great low prices on most of your products?
Due to our long lasting relation to our main partners in mining products and continue growing of customers, we can negotiate the base factory price for most of our products.
Can I do a returns?
Our policy about returns is NO QUESTION ASK. You are entitle for a refund in 30 days from the date you received your product (signature will be required on delivery).
I just send back the product and I got the prof of delivery, when I will get refunded?
It usually takes 3-5 business days, it depends of your region. We understand the cryptocurrency market and we will work around the clock to get your refund back.
About warranty?
We are China registered company, we are offering 6 moths full warranty to all our products. However we offer the possibility of warranty extension, only if the extension is made within first 6 months.
I bought a product from you and my warranty is out, can you help me?
Definitely, we can help. You are more than welcome to get our help and get you back in business again.
New product got released can I upgrade my current one?
Definitely you can, only if the product is bought from us. We will let you know your trade value and what you will need to pay for the upgrade.
With who you share my information?
We understand you privacy and we ensure that we do not share your information with no one outside our company. No third-party entities, no government agencies of any kind of any country. Your information is fully encrypted to 4096 bit, our own employees have no access to sensitive information.
May I return my product if I changed my mind?
Yes you can, in a 30 day time frame from receiving. Products that are custom configured, build to order and personalized cannot be cancelled or refunded.
My tracking shows “delivered”, but didn’t receive the package.
Please first check with your family, housemates, or neighbors to make sure they didn’t bring the package already, it got delivered to a neighbor by accident. You can then try to contact the local post office with the tracking number and ask if they can help. You can submit a lost package request or call their local post office to get information, such as where the package was scanned as delivered to confirm whether or not it was delivered to the correct address.
I put in the wrong shipping address or didn’t pay VAT or customs and now the order is being returned to sender.
Once we receive the returned package, you can contact us to repay shipping and we will reship your item to your updated address. The post office does not allow address changes when they are already in possession of the package.
My order didn’t arrive/ it arrived damaged. What now?
Sometimes the shipping company loses the orders or damages them during shipping. Please contact us with your order number and we’ll help you as much as we can.
I emailed you with a question, when will I receive a reply?
All emails are checked and replied to within a week. Once in a while, my assistant and I might get swamped with work and be a bit late with the replies. We’re very sorry about that but we do reply as soon as we can. If you don’t receive a reply after a week (not including the weekends), please check your spam folder or contact us again.