Frequently Asked Questions

General

What is included in the shipping and handling costs?

Any time you order an item, whether it's online or via mail order, you will be charged a shipping and handling cost. "Shipping" is the cost of delivery via a shipping courier, such as the Postal Service, FedEx, or UPS. This is the price we pay to a Third Party to have your package delivered to your door. That is not a free service to us and its cost is passed on to you, without the large retail price attached to it.

"Handling" is the cost of processing each order by pulling specific items off the inventory from a manufacturer's warehouse to fill orders. We then package the order, regardless of what size or shape and process the order for shipping (which may include sorting and filling out electronic forms). Finally, we send out the package to our Shipping Center. Because of the high volume of orders that go out, we use a couple of independent logistic centers, that actually prepare, sort, and perform a last minute quality check on all the packages before the parcels are delivered to a shipping courier.

What are the method of payments?

We use Paypal and WorldPay as our payment processors. Both are secure online payment processors offering payment by VISA or MasterCard.

Why do you use Paypal and WorldPay?

Both are largely recognized in the online payment community. They provide excellent security for both buyer and seller in a transaction. Your private financial information will only be stored on their site and not ours. The fewer the people that can access your information, the safer it will be. This is unlike most of the shopping sites that store your information in their database and then resend that information through the net to another processor. Although rare, that increases the risk of someone intercepting your private financial information. We like the double measure of security that provides to our customers.

Delivery

How long will it take before my item(s) arrive?

Estimated Delivery Time: Your order's Total Delivery Time = (Time to Process Order) + (Time in Transit) The table below details the average delivery times based on designation and the originating warehouse location. Major countries are USA, Canada, UK, Germany, Japan, France and Australia.

	Major Countries	Rest of the world
Time in Process (business days)	1-5	1-5
Time in Transit (business days)	5-10	8-20
Total Delivery Time (business days)	6-15	9-25

Your order's arrival time will depend on a number of factors, such as the specific items themselves, whether the items are in-stock, the number of items in the order, and where it is being shipped. The largest determining factor is the country where you reside. In many cases, your package could arrive sooner than the stated delivery time frame. If your billing information is inconsistent with the credit card information or if the billing address is different from your shipping address, the order may also be delayed due to security reasons. We have to take precautionary measures to protect customers against credit card fraud.

What if I still have not received my order after waiting the allotted delivery period?

• First, review your order confirmation email that you received after you placed your order. Make sure your street address and zip code are entered correctly. Since our order processing is automatic, the address you enter (with any abbreviations and errors) is what's printed on the shipping label. If you mistype your address, the package may be returned to us.
• If a package is returned to us due to an error on your part, you will be charged a $25 AUD correction fee for re-shipping the order.
• If your address is correct, check your order date. We tell customers to expect 4 to 8 weeks for delivery depending on country.
• If you have ordered more than 6 weeks ago and still not received your order, please email us at cs@usb007.com We'll check your order and investigate the nature of the delay. Note that if an item is backordered, it may add a couple of weeks to the standard delivery time.

Tech Support

What if I have a problem with an order I placed?

Our goal is customer satisfaction. This is why we have one of the most comprehensive FAQs on the Internet. However, we understand that our customers may run into a problem that is not addressed in this FAQ. If you have a problem with an order you placed, please email us at techsupport@usb007.com. We have trained customer service professionals ready to help you. We know your time is valuable.

When you email us, please state the nature of the problem as completely as you can by including your name (using the same name you used to place the order), your address, your daytime phone number, your email address, and your order number.

A customer service professional will always check your order and investigate the problem. Once an answer is available, you will be notified immediately by email. (We traditionally respond by email because many of our customers have busy schedules and don't have time to be placed on hold. Because of the different time zones, email is also more considerate than receiving a phone call early in the morning or late in the evening). We will respond to all emails as quickly as possible.

Will I know when my order is being shipped?

Yes, We will send you an email when the order is received and send you another e-mail when your order is being shipped. It will give you information itemizing what is being shipped and where is it coming from. You will then know exactly the what and when details on the delivery of your package.

What is the best way to check the status of an order?

First, read the FAQ prepared here. These answers are based on actual questions we received. It could save you a lot of time. Next, if no answer is provided for your question, email us at cs@usb007.com with your concern. It's faster and more convenient. It's also less expensive than a phone call and gives us a chance to research your order as opposed to putting you on long holds Your cooperation will help insure our continued success in bringing you these incredible savings.

Do you provide technical support for your products?

We are proud of the fact that products we manufacture undergo the very best in quality control measures. If an unforeseen situation or problem arises, we will gladly answer your specific questions. Simply send an email to techsupport@usb007.com detailing your problem, and we will do our best to solve your problem.

I made a mistake when I placed my order. How do I correct it?

Email us immediately at cs@USB007.com. Don't resubmit your order again until you hear from us. This applies to mistyped addresses, duplicate entries, and any other errors that might affect your order. The faster you notify us, the more time we have to stop your order from being automatically processed, in error.

If we have to re-ship an item due to your error, you will be charged a correction fee of $25 AUD.

What if I don't receive an email confirmation after I place an order?

As in the above, email us immediately. Usually, when this happens it's because there is a mistake on the email address entered (DO NOT RESUBMIT YOUR ORDER). If you place your order one-day and re-submit again at a later date, our computers may not be able to distinguish the second order as a duplicate order, in which case you may be charged for a second order.

What if I have sticky fingers and I accidentally re-hit the order key?

As in the above, email us immediately. The faster you contact us, the better chance we have in preventing a duplicate order going out. We'll also have a better chance of eliminating the duplicate charge immediately.

 

Refunds, Returns and Replacement

Can I receive a refund for a duplicate order?

If you discover you have been charged for a duplicate order, email us immediately at cs@usb007.com. We will verify your order, and you will be asked to return the package unopened. Although we don't normally allow refunds, we will refund your shipping and handling charges in this special situation.

If we find, however, that the error is yours, you will be charged a $25 AUD re-stocking fee. Refunds will be processed within 30 days of receiving the returned product at our warehouse. Refund is restricted to a valid account through one of our payment processors and only that account will be credited.

Can I return an item for replacement?

We make a special effort to ensure you receive high quality items at all times. Unfortunately, If you receive a product that is defective (or damaged by mail), please return the item prepaid. Once we receive the returned product, we will send you a replacement, prepaid. Defective and(or) items that were received damaged, will not be accepted after 30 days of receipt of goods for damaged product, and 1 year replacement warranty for defective. Forgetting a password, thereby locking yourself out of your own drive, does not constitute a legitimate reason for replacing a USB007 drive under these terms.

How do I return an item or items?

To return a defective / damaged item (see above) or an item that was wrongly shipped to you (see below):
1) You must notify us via email to techsupport@usb007.com within 30 days of receipt of your product.
2) You will be asked to explain why you are returning the item.
3) Include your name (using the same name you used to place the order), your address, your daytime phone number, your email address, and your order number.
4) Wait for a reply, which will provide you with an RMA (Return Merchandise Authorization) number.
5) Print out the reply you receive, authorization #, and copy of your first email requesting return. Include all this information in your package when you ship it back.

Please Note: We cannot exchange items unless they are defective or were received damaged, or, you have received authorization to return an item that was wrongfully shipped. Unfortunately, we cannot fund return shipping charges or refund original shipping and handling fees.

What if I receive an order that is not complete?

If you receive your order, but an item is missing, first check the order confirmation(s) we e-mailed you and verify if the product(s) appeared on that confirmation. Secondly, check the shipping confirmation e-mail to verify that the product in question had been shipped. Please wait for a day or two first. Sometimes, even when we ship the products from the same logistic warehouse, they might not arrive at the same time. If you have done all of the above and are still missing an item, please e-mail us at cs@usb007.com. We will investigate the case and then contact you. If in fact we made an error or confirm that your package or some of its’ contents were lost in transit, we will reship the item at our expense.

What if I receive the wrong item?

If you receive the wrong item in your order, first check your order confirmation. If the item you ordered is listed in your order confirmation but the item you received is not listed, email us at cs@usb007.com Once we verify the error, we will ship a new one to you at our expense.

 

If you have any comments, please write to feedback@usb007.com