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Customer Services
RENSON / 2012-05-13

We are here to help! Our service team manager is below. Any questions, just contact them!

 

I. CONTACT US-SERVICE TEAMS

 

If you have any questions, you can contact our online services first and then you can go to the managers below for the help. We will try our best to solve the issues to satisfy your experiences with RENSON.

 

        R & D Dept.      

James Chen

  research@sx-renson.com 

Administration Dept.

Ashley Manila

administration@sx-renson.com

      Marketing Dept.    

Amy Chow

marking@sx-renson.com

QA Dept. 

Anderson Lee

  quality@sx-renson.com 

         Sales Dept.       

Zoe Lance

sales@sx-renson.com 

      Logistics Dept.    

Robin Shaw

logistics@sx-renson.com

 

        Products Dept.      

Nora Lin

products@sx-renson.com

After-sales Dept.

John Leung

aftersales@sx-renson.com

      Fiance Dept.    

Tyler Long

finance@sx-renson.com

Press Dept. 

Amanda Willis

press@sx-renson.com

         Export Dept.       

John Lee

export@sx-renson.com 

      Purchases Dept.    

Thomas Chow

purchases@sx-renson.com

 

II. GUARANTEE

     All the products to be strictly examed by both machine and people.  As our CEO Charles Chow said: Quality and integrity are our magic weapon to win your trust! Or you will fail the business and people's trust.  We have over 12 extremly important to examined and tested our products to guarantee our products will work well outside of China. Both RENSON and our users can't bear the heavy costs of the transportation and losses of our customer's.

 

III. RETURNS

1. Can I return Items?

     Temporarily, then answer is no.

    All of our products to be shipped outside of China internationally. The returned transportation costs is unbelievable expensive. We are going to set our overseas warehouse one by one.  At that time, returns to our warehouse directly is convenient.

    Before buying, both customers and us should confirm the sample in advance to avoide items returning.

 

2. What should I do if the items have quality problems?

   Please take a video before you open the package until it to be unpacked to show the defective products. This is the proof of our products quality. We need the copy of this video to send you a new one to replace it for free.

   Note: Do not receive the damaged package. Just tell us that and we will let our logistics department to handle the compensation with the logistics companies.

 

IV. FAQs

ACCOUNT

1. How do I login?

  You can login at two places. Both are at the top navigation bar.  Click "My Account" and "Login" can go to your user account.

 

2. User name and password.

    Please remember your user name and password firmly. Only registered memeber have the right to buy.

    You can have your username sent to you via email by clicking on My Account and then on Forgot Username. You will receive an email with your username. If you have forgotten your password you can click on My Account and then on Forgot Password. You will receive an email to reset your password. If you have forgotten both your username and password please contact Live Chat for the web support. 

 

3. How do I add or edit address information?

    Login your account. You can add or edit the address by clicking on Consignee Address. Shipping address can also be added in step 1 of check out.

 

4. How do I check my order status?

    Login by clicking My Order.  The order history and new order status is listed on the right side. You can also Combine Orders before confirmed.

 

ORDERING

1. Do you have a minimum order?

   Yes, $ 200 USD is required as the minimum order amount. Because we are located in China. The trasportation by both sea and air is costly for our customers.

   By Air: the minimum express cost charge starts with 0.5KG.

   By Sea: the minimum ocean freight is charged with 1 ton. If you order is under 1 ton. It will be charged as 1 ton.

 

2. There was a mistake on my order, how do I correct it?

    Cancel the order by clicking My Order in your User Center/My Account. And place the correct order to us again.

    Online Support by clicking Live Chat at the top navigation bar and provide the Order No. to our staff. We will fix any problem immediately.

 

3. Order Cancellation

   If you want to change ordered products, you can cancel the order before we delivery by clicking on Live Chat to provide us Order No..

   Once the order to be shipped out. Order cancellation is not acceptable.  So, please be very assure about the order details before you check out.

 

4. How do I know if my products are in stock?

    We stock all of the intems in our stocks. Or with the exception of those specifically indicated as " not always in stock".  Because the large amount orders from our customers, we guarantee you the orders will be shipped out between 3 to 7 days of the stock products. Others are depends on the order quantity or the customized items will need more time.

    If you want to double check the stock for an order, please contact our Live Chat services.

 

5. How do I know if my order is shipped out?

   Once your order is confirmed on our side, we will send every email to you at the stage of order confirmation, order shipped out, estimated arrival time, 1 month follow-up for the use status.

 

SHIPPING

1. Shipping Costs

    You can find out how much shipping costs by adding items to your cart and then check out. At next page, you will know the details costs of the freight costs.

 

    Express by DHL, FedEx, UPS etc. is a fast way. But freight costs may different between countries.  If you have a freight collection account, please chose Shipping Methods as Freight collection and also write us the freight collection account No in the remarks box under the payment methods.

    Economy: Some orders over 20 KGs can get a economy price. please contact us before you check out.

    Very large orders: Weight over 1 tons that we suggest you ship by sea. This is economy. Please provide us the destination port for the ocean freight costs check with our logistics department.

 

2. Ship Internatinally?

    Yes.

    We mainly ship ouside of China.

 

3. How do I track my order?

     Order Tracking Information will be sent to your email address as soon as it is available at the stage of order confirmation, order shipped out, estimated arrival time, 1 month follow-up for the use status. Status of orders processing will be listed under your order No. Check this in user center.

    You can also call, or email us. Happy to track your package shipping status.

 

4. What is the holiday shipping schedule?

New Year's Day

Spring Festival

Lantern Festival

International Working Women's Day

Ching Ming Festival / Tomb-Sweeping Festival

International Labour Day

Dragon Boat Festival

Mid-autumn(Moon) Festival

National Day

New Year's Eve

January 1st                                                                                                          

Lunar Calendar January 1st

Lunar Calendar January 15th

March 8th

April 5th

May 1st

Lunar Calendar May 5th

Lunar Calendar August 15th

October 1st

Lunar Calendar December 30

 

5. How long does shipping take?

     Express is about 3 to 7 working days.

    Ocean transprotation will take 15 to 50 days. This depends on the logistics companies.

 

6. What happens if an item is out of stock in your order?

    We will email you the out of stock items let you decide wait or cancel the items this time.

 

SECURITY

1. Your privacy policy

    RENSON respects the privacy of our users. We promise you:

  • We never engage in the selling of our customer list.

  • We only send information to customers who specifically request it.

 2. How do we secure the transaction?

     Only registered users have the right to see our bank account and other account information which is belong to finance. So, money is always safety for both sides.

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No.85 Zhongxing Road, Mashan Town, Paojiang Industrial Area, Shaoxing City, Zhejiang Province. Tel: 86-575-88649481 E-mail: sales@sx-renson.com