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F.A.Q

Frequently Asked Questions

As a part of recent service upgrades, the Customer Service phone number has changed. It is listed at the bottom of this page.

Before Ordering

Is it safe to shop on-line at bestbuy2mall.com?

At bestbuy2mall.com, we guarantee your privacy and on-line shopping safety.

We are secured by a Geotrust Premium SSL certificate to ensure that your personal information is encrypted and secure when you communicate with bestbuy2mall.com. We do not store any credit card information.


We occasionally send out email promotions and newsletters to our customers. These e-mail are sent very sparingly (approximately 1 per month). You can opt-in and opt-out at any time.

We will never share your personal and private information with anyone, and any personal information collected by us is only used to properly process and deliver your order.

What are the available shipping methods?

bestbuy2mall offers regular air mail post and registered airmail post shipping methods for free. For larger or urgent orders, customers are welcome to choose EMS Express for faster delivery of products for a nominal upgrade fee to cover cost. The EMS upgrade option and fee information are available via a selection box on the shopping cart page before you checkout. All the EMS fee quoted on the checkout page are base on Unite State standard, if the EMS service in your countries (such as Brazil, Russia) cost more and additional EMS fee are needed. We will contact you directly for the payment required.


For countries not served by EMS, Registed Airmail Service will be used instead. In such situation, EMS fee paid will be refunded.

DHL Shipping method is also available, but if you are locate in the remote

 

How fast is EMS Express?

While it generally takes 7 to 14 business days for air mail delivery, EMS takes about 3 to 5 business days for most countries (including the US). Please note that processing and packaging time still apply (see the processing schedule below).

Countries that we can currently ship EMS packages to:

Australia, Austria, Belgium, Cambodia, Canada, Denmark, Finland, France, Germany, Greece, Hong Kong, Indonesia, Ireland, Italy, Japan, Luxembourg, Macau, Malaysia, Malta, Mongolia, New Zealand, North Korea, Norway, Papua New Guinea, Philippines, Portugal, Singapore, South Korea, Spain, Sweden, Switzerland, Thailand, U.K., U.S.A, and Vietnam.

If your country is not listed, please contact us by e-mail to request for a custom EMS quotation.

 

Do you offer any shipping discount on multiple products purchased?

BB2 offers site-wide free shipping so you pay nothing on shipping at all. We do offer free EMS upgrades for larger orders for faster delivery.

 

Does bestbuy2mall.com handle International orders?

Yes, we ship worldwide at no additional charge.

How are Tax and Customs duties handled?

Because BB2 sends products from Hong Kong (a free port), there is no sales tax or duties imposed by the Hong Kong government. Customers do not have to pay any sales tax or export duties when they purchase from BB2.

Statistically, well less than 1% percentage of all BB2 orders have ever got opened by the Customs in customers' countries. If the package is checked by their country's customs office when the item arrives in their country, however, customers are responsible for import duties, tariffs, and taxes.

Although the chance of packages being Customs assessed is small, BB2 strongly encourages all customers to check with their local Customs office for any potential import taxes, duties, and tariffs. In addition, some products may require special licenses or permits to import (such as high powered lasers). BB2 is not responsible for products being confiscated by the Customs in customers' countries.

Can I change my delivery address after I have placed my order?

You can change your shipping address by email to service@bestbuy2mall.com

If I chose to use free shipping, can I trace the order with the tracking number?

Please use 17track.net to track your order with the tracking number we sent to you.

 

Do you ship to APO address or PO box?

DHL and EMS couldn't ship to APO address or PO box while the HK air mail do.If you choose the DHL and EMS shipping method while the address you provide is APO address or PO box,we will ask you to provide with us an normative address to make the shipment.

 

 

What payment methods do you accept?

BB2 accepts Credit Card payment methods. 

Why is my credit card payment failed?

Payment with credit card may fail because of bank authorization and fraud prevention systems. I

What is the declaration on the shipping label ?

For orders shipped with Airmail Service, the name of product category will be used as declaration and the declared value for most countries is between 30% to 60% of the package value. Norway/France/Demark are exceptions and use the real value. Besides, without specail requirment, invoices/receipts are never included in the packages.

What is 3D Secure on Credit Card Payment ?

3D Secure (3DS) is the new technical standard developed by Visa and MasterCard designed to combat online credit card fraud. It was developed by Visa to improve the security of Internet payments and offered to customers as the Verified by Visa service. Services based on the protocol have also been adopted by MasterCard, under the name MasterCard SecureCode. Cardholders who have registered for Verify by Visa or MasterCard SecureCode use their password to validate their identity whenever they make a purchase on a participating site.

Why should I use 3D Secure ?

The main advantage of 3D Secure is that there is a decreased risk of other people being able to use your payment cards fraudulently on the internet.

How can I get 3D Secure ?

If you're a VISA cardholder, please click here:

https://usa.visa.com/personal/security/vbv/index.jsp

If you're a Master cardholder, please click here:

http://www.mastercard.us/support/securecode.html

Does bestbuy2mall has any oversea warehouses ?

No, Currently we don't have.

After Ordering

 

My order is shipped, why isn't there any tracking information available for the registered Airmail/EMS package?

Live tracking is only available after the carriers have a chance to initially scan the package. Between the time the item leaves BB2 and the time it is scanned, tracking numbers may not show any results. For Express packages (sent via EMS/UPS), the delay is about 24 to 48 hours. For Airmail and Registered Airmail packages, it takes 3 to 5 working days for postal tracking to show online.

What is my order status? And how long will it take to process my order?

Once an order request has been received by us, you will receive periodic e-mails from us regarding the processing of your order. Within 24 hours of your order being shipped, you will receive an e-mail that contains the carrier tracking number (when available) for your order.

You can obtain your order status directly at the BB2 Account Manager with your order number (or transaction ID) and e-mail address.

Your order goes through several steps before reaching your door. (The estimated delivery time is quoted by carrier, it may few days delay during rush season. e.g. Christmas, New Year etc.). Here are those steps: 



Step 1 (1-5 business days): Products are collected from our suppliers.

Step 2 (1-2 days): Order waits to get packaged.



Step 3 (1 day): Order is packaged and shipped* to carrier (e.g. Hong Kong Post, EMS, UPS etc).

Step 4 (3-14 days): Order is enroute via EMS or China Post.

}
Estimated Delivery Time:

Airmail: 10 to 21 days.
EMS: 7 to 14 days


*Tracking Note: Live tracking is only available after the carriers have a chance to initially scan the package. Between the time the item leaves BB2 and the time it is scanned, tracking numbers may not show any results. For Express packages (sent via EMS/UPS), the delay is about 24 to 48 hours. For Airmail and Registered Airmail packages, it takes 3 to 5 working days for postal tracking to show online.

How BB2 handle the EMS order? Why I get my partial shipment with Registered Airmail Service even though I have paid EMS fee for the order?

If you have upgraded your order with EMS service, we will send all the items in one package via EMS service as possible as we can. But if some products are sold out during fulfilling process and partial shipment is required, please be aware that only the partial shipment beyond $30USD will come with EMS service, otherwise, it will be sent via Registered Airmail. 

Should you prefer all items shipped by one EMS package even some items need extra time, you may contact us through our Customer Service Express Service as soon as you place the order on us.

If my order was split, will BB2 provide me the tracking number to all my shipments?

Airmail Service: The tracking number will only be available when 

The partial shipment is >$6USD and its total order value >= $15USD or

EMS Service: The partial shipment will be sent through EMS only when the shipment value is over $30USD.

How do I cancel my order?

Not satisfied with a product or shipment? 

A. If you order has not been shipped, you may cancel it for a full refund, by using email service@bestbuy2mall.com

B. If your order has already been shipped, you may return the item in it's original condition (unused and unopened) to us postmarked within 30 calendar days of delivery (*see definition below). In that case we will refund you the payment excluding actual shipping fees already incurred. Actual shipping fees incurred are determined by the weight of each returned product and by the way it was sent (e.g. EMS, DHL, Regular/Registered Airmail, etc).

When returning an unwanted product for refund, it is recommended for customers to use a method of shipment with tracking number, as BB2 cannot be responsible for items lost due to its carrier while in transit.

C. If your item is defective, please email service@bestbuy2mall.com instead.

*Definition of delivery date: for EMS/DHL and some registered airmail packages, the delivery date is displayed on the courier's tracking site. For orders that do not have online delivery dates provided by the courier, the delivery date is assumed to be 21 calendar days after shipment.

Here is a quick checklist if you are returning unused and unopened products for refunding (applicable to return type B above):

  1. The items must be unused and unopened.
  2. Contact us via service@bestbuy2mall.com
  3. Proceed and send the returning items to the following address. Note that the returning package must be postmarked within 30 calendar days of delivery (*see above for definition of delivery date):

 


When your items arrive at our return office, a staff will check the product and proceed with the refund (or store credit at your discretion). Please allow 2 to 4 weeks for processing after your item is delivered at the product return office.



 

How long does it take for back ordered items to get sent?

Items that are unavailable will be placed on back order, and the remainder of your order will be shipped. Please check our web site for the back ordered item's estimated time of arrival. Please note that these dates are estimates and not guaranteed to arrive on that date.

For items that are backordered, you will receive periodic reminders of back ordered items and you may cancel any outstanding back orders with us.

Where possible, we will make every effort to alert customers of potential delays, or possible substitutions to the originally ordered item (such as batteries or memory cards with similar specifications). These notes are posted on the product pages.

How is the replacement policy? How do I get an Return Merchandise Authorization (RMAs) from bestbuy2mall.com?

BB2 gadgets, especially small electronics and accessories, are produced by manufacturers all over the place. While we strive to provide you with quality gadgets at a bargain, a product might not perform as expected by the time it's delivered. In such cases, you may ask for a replacement, and on return of the product, you will be shipped a replacement.

Defective products are exchanged within 90 days of shipment. Contact us at service@bestbuy2mall and upload a picture or video file clearly showing the defect of the product and we will give you a response within 72 hours (Monday to Friday, excluding public holidays).

We recommend customers to keep the original packaging of the order until the items are found to be in good condition. Our customer care staffs may request that you send a picture of the original packaging to research on and help you resolve any product or order related questions.

After 30 days from delivery the return shipping costs (both ways) will be the sole responsibility of the customer. We will still try to exchange your defective products for a brand new one where possible.

 

When will a replacement be sent?

Replacements are treated the same way as that of new orders -- they typically arrive in 10 to 13 days. If a product needs to be returned for replacement, the replacement is sent after receiving the returned item.

How are warranties handled?

Repairs on defective merchandise are handled by the manufacturers and not by bestbuy2mall, unless otherwise indicated.

If any item arrives damaged due to shipping, immediately contact the carrier. Keep all shipping materials and contact us immediately.

Why am I charged additional shipping fee even after I have paid EMS Express Upgrade before checking out?

The cost of EMS Express upgrade depends on countries and regions. The upgrade fee calculated by the shopping cart is only applicable to certain regions, listed in the notes area on the shopping cart page. 

In some regions, the EMS sevice itself is not available altogether (this countries include, but not limited to, the Netherlands, Lithuania, Saudi Arabia, etc). For these regions, Registered Airmail will be used instead. What's more, since the upgrade EMS fee is only applicable to certain regions, the countries which carry higer shipping rate will be required to pay extra EMS fee. Our staffs will send emails to the customers for the exchange of shipping method. We send e-mail only after we have packed your order as any additional charges will be based on actual shipping weight, and it saves customers from over-paying on shipping.

Can I add an item to my order?

Yes, but you need to add it before your order is being packaged for shipment, and the order may be delayed by 1 or 2 days for adding the new items. To add an item to your order after placing an order, email to service@bestbuy2mall.com and we will do it for you.

In the meantime, since shipping is free, placing a separate order may have more benefits for you.

If I do not receive my order number, what should I do?

Please contact us by the e-mail addresses service@bestbuy2mall.com 

As soon as your payment is cleared, you should receive an email automatically from our server confirming the order with an order tracking number. If you're not receiving order confirmation or status emails from bestbuy2mall, your ISP or email software might be blocking bestbuy2mall's emails, thinking (mistakenly!) that our email is spam. In this case please check your SPAM/JUNK e-mail folders.

 

What should I do if an item is missing from my order?

Please do not throw anything(including packaging and partial note/bookmark) away until you have received all the items. If there is no more shipments were made 1 week after you have received your package, please go to the following page and upload the pictures of the packaging or partial note included:

http://www.bestbuy2mall.com/contacts

My order is shipped. Why am I unable to track my order on the Hong Kong Post page?

Please ensure that the tracking number you got is in the format of RRXXXXXXXXXCN, and your order is over $15 total. Here are the reasons for delays of tracking information:

1, Because orders with tracking numbers are sent via registered Airmail, all packages need to be scanned and recorded by staffs at Hong Kong Post and this process takes 48 hours to complete. After the package is processed online tracking will appear on the site.

2, On very rare occasiones, Hong Kong Post may change the tracking number sticker on a package because the sticker is blurred, damaged, or otherwise faulty rendering it un-scannable. In this case please contact us via http://services.bestbuy2mall.com/ for order tracking.

This page opens a CS Express ticket for you and you will hear a response within 24-48 working hours (Mon-Fri). Remeber to follow instructions on the page and attach a picture of the partial note/bookmark as instructed.

If there isn't a partial shipment note/bookmark and something is missing, carefully follow instructions on the page and attach pictures showing the front and back of your received package(s). Your pictures show clearly show any labels or stickers on the packages, whether ther are on the front and back of the packages. A staff reply will be sent to you within 48 hours (excluding weekends and holidays).