FAQ

What forms of payment do you accept?

Sainsonic.com currently accepts PayPal and all major Credit Cards for all orders.
When purchasing with PayPal, your shipping address will automatically default to the address on file with PayPal, regardless of the shipping address you enter on your sainsonic.com order.

Why is my credit card payment failed?

Payment with credit card may fail because of bank authorization and fraud prevention systems. If you have trouble making a payment via Credit Card, you may contact your card issuing bank or PayPal directly. Here are PayPal's phone numbers: +1-888-221-1161 (US & Canada Toll Free) +1-888-215-5506 (US & Canada Toll Free) +1-402-935-7733 (International) +1-402-935-2050 (International)

How do I know whether it is safe to shop with you?

As a well-known brand with great acknowledgements on marketplaces like Amazon or eBay, SainSonic takes great pride in offering a safe and secure online shopping experience. We also respect your privacy and we're committed to protecting it. Besides, we are totally in line with PayPal's Money-Back Guarantee policy. Hey, why not try yourself now?

Is there any discount for bulk/volume purchases?

SainSonic provides discount for bulk/volume purchases. Please email our customer service for more details.

Do you ship internationally?

Yes, only except for Iran, Cuba, North Korea, Sudan, Syria, the Moon...

How can I contact sainsonic.com for additional assistance?

Customer Service working time: Monday to Friday 9:00 am-5:00 pm CST except public and statutory holidays.

Call the Customer Service

For tracking your order or something urgent, you can call our hotline 1 (866) 592-4069

Email the Customer service

We are looking forward to helping you with your inquiry. We respond to email messages in the order that they are received, and we will respond to your email on a very timely basis.

Connect With Live Help

Ask your questions right now with our customer service.

How are warranties handled?

Repairs on defective merchandise are handled by the manufacturers and not by sainsonic, unless otherwise indicated. If any item arrives damaged due to shipping, immediately contact the carrier. Keep all shipping materials and contact us immediately.

Why don't I receive an order confirmation email after my paypal payment is completed?

We send confirmation email to your primary PayPal email address, or the e-mail address you have specified if you used the "PayPal Express Checkout" method. Make sure that you have a sainsonic account registered under your PayPal account's primary e-mail address. In rare circumstances, a technical bug confirmed by PayPal can get in the way. If you do not receive any information at all, and your order does not appear in your sainsonic account, please contact us and send us your order details.

Shipping and Delivery Questions

How do I change the shipping address or cancel my order?

Please contact Customer Service immediately if you need to change the shipping address or cancel your order. Please be advised that some orders are shipped very soon after payment and it is not always possible to make changes to the shipping address and/or cancel the order.

What does sainsonic.com charge for shipping an order and how long will it be before I receive my order?

Free shipping to USA and France via Standard Shipping-EMS ePacket or China Post Registered Airmail. It will reach you in 15-25 business days. To other countries, shipping fee depends on the shipping method you choose, weight of the item and its destination. It will reach you 3 to 5 business days by UPS or DHL but normally10-15 businesses days by EMS.

Do you ship to PO boxes or Military APO/FPO addresses?

Shipments can be sent to both PO Boxes and Military APO/FPO addresses. Please allow additional time for orders to be shipped to these addresses.

Why am I unable to track my order

It can sometimes take 24-48 hours or so for tracking information to be updated after an order has been shipped from our warehouse. Occasionally, a package may not receive the proper origin and transit scans while on its journey to you, so neither us nor express is able to track the exact location of the package in transit. Please email us if you do not receive your order by the end of the quoted time frame. Please note that orders shipping via UPS can be delivered as late as 9:00pm local time in some areas.

Taxes, Customs & Duties

If the package is checked by your country's customs office when it arrives, most websites declare that customers are responsible for import duties, tariffs, and taxes. But sainsonic will be happy to go fifty-fifty with customers. Customer is our most valued. We try our best to reduce customer’s loss.

Return Policies

Return products you are unsatisfied with.

If you are not 100% satisfied with your purchase, you can return your order within 30 days to our warehouse for a full refund. Please contact us for return address before you send it back. Please be advised that customers are responsible for all return shipping charges. Once your return is processed, you will receive a refund for the amount you paid for the returned item to the original method of payment.

Return the wrong item.

If the item you received is completely different from the one you ordered, please contact our Customer Service with photos or videos of the different product. If a return is necessary. Replacement plus shipping cost will be issued to you on receiving the returned product. Or if you take it , we will offer a 10% discount for buying it.

Return defective items.

If your product turns out to be a defective one with physical damage within 90 days from the initial shipping date, you can mail the item back in the original package without any wear and tear for a free replacement. However, you will need to provide photos and videos showing the defect(s) of the product.

*NOTE: We strongly recommend obtaining and saving your return tracking number until you are notified that we have completed your refund.*

When will a replacement be sent?

If a product needs to be returned for replacement, the replacement will be sent after we receive the returned item.

How long does it take for me to get a refund?

It may take 1 or 2 weeks for your return to reach our warehouse. Once it is received and inspected (usually within 72 hours of receipt), your refund will be processed and automatically applied to your credit card or original method of payment within 2 days. Please note that depending on your credit card company, it may take additional 2-10 business days after your credit is applied for it to post to your account.