General Shipping Info
- Shipping address should be input in English without any special symbols to help the courier company recognize your address in the system. We will ship according to the shipping address you provided. Please notify us of any address change before your order is marked "Processing" to avoid parcel loss.
- Please contact our customer service staff immediately if you need to cancel or altered an order. Once your order has reached "processing" status, it can no longer be canceled or altered in any way. To avoid complications, please recheck your shopping cart before checkout.
- We can ship all in-stock orders within 2 business days as your order has been confirmed.
- All items are inspected before dispatch and are carefully hand-packed.
- With standard courier practice, you need to check the contents of the parcel before signing for your goods. Otherwise, we will not be held responsible for any damage that may have occurred in transit.
Free Shipping Policy
Distributors are not eligible for free shipping.
Shipping Options
We offer competitively priced DHL/FedEx shipping service with tracking to ensure the beloved products will be delivered to you safely and timely (import duty excluded).
Asia: 2-5 Business Days
Western EU: 5-7 Business Days
Eastern EU: 5-7 Business Days
North America: 5-7 Business Days
Australia: 5-7 Business Days
South America: 7-10 Business Days
Africa: 7-10 Business Days
Oversea wearhouse service
Currently, we store our products in Shenzhen, and we are opening our warehouse in Munich, Germany and Seattle, US in 2024. Overseas warehouse suppliers help to pick, pack and ship your parcel with lower shipping costs, faster delivery and custom free. This service will soon be valid for Europe and the US and we will expand overseas warehouses to other countries in the near future.
Germany DHL Paket Expedited:
1-3 Business Days, tracked, not insured, delivery normally from 9:30 a.m to 7:30 p.m.
European Union DHL Paket Expedited:
3-5 Business Days, tracked, not insured, delivery normally from 9:30 a.m to 7:30 p.m.
US DHL Smart Mail Plus Expedited:
3-5 Business Days, tracked, not insured, delivery normally from 9:30 a.m to 7:30 p.m.
DGM Smart Mail Expedited:
3-5 Business Days, tracked, not insured, delivery normally from 9:30 a.m to 7:30 p.m.
Customs, Duties and Taxes
OpenELAB's current INCOTERM is FOB Shenzhen which doesn't include custom fee. You should expect to pay any amount charged by the government in your respective country. This includes, and is not limited to, duties, taxes and any extra fees charged by the courier company. We will not hold responsible for any extra charges once the original package has been shipped. If the customer refuses to pay these extra charges, the return shipping and any additional fees will be taken out of the cost of the order, with any remaining funds being refunded to the customer.
Customs are quite different in each country. please comment while you are placing order about the requirements, we will support as much as possible.
Customs, Duties and Taxes for UK and DE warehouses
How is VAT charged when the Customer places an order from OpenELAB (UK and DE warehouses)?
In accordance with the newest VAT e-commerce rules in EU, OpenELAB shall have the right to charge the amount of VAT. The standard rate of actual VAT applied is subject to the European governments' freedom to set the number and level. Such an amount of VAT will be charged when you place an order from OpenELAB. Please contact OpenELAB if you have any questions when you pay such VAT.
What kind of fee will be charged without VAT (UK and DE warehouses)?
Except for the VAT, OpenELAB will charge any handling fee when you are placing any purchase orders, which includes but not limited to customs duty, import VAT and freight costs, etc. Customs duty and import VAT will be paid on the importation of goods from outside the EU into an EU country, and such amount is calculated as a percentage of the customs value of goods.
Order Status
- Pending: Your order has been submitted, but payment has not been completed.
- Confirming (Bank transfer only): We are waiting for payment to arrive or are verifying payment.
- Confirmed: Payment has been confirmed and your order will begin processing shortly.
- Processing: Your order is being processed.
- Shipped: Your package has been collected by the forwarder.
- Traceable: Tracking information for your package is now available. Please go to your order history to track the status of your package.
- Canceled: Your order has been canceled.
- Closed (Credit card only): Payment was rejected by the bank. Please place the order again and try another payment method or contact your credit card provider.
Please note that it may take 1-2 working days for DHL/FEDEX or 7-10 working days for registered airmail services for the status to update from "Shipped" to "Traceable".
Effective Date: March 25, 2024
OpenELAB guarantees to provide accurate descriptions and high-quality products. If you encounter any problems with any executed purchase order, please notify OpenELAB within 60 days from the date of shipment.UNLESS OTHERWISE EXPRESSLY STIPULATED IN PERTICULAR AGREEMENT OR PURCHASE ORDER, OpenELAB MAKES NO WARRANTY OF FITNESS, SUITABILITY OR MERCHANTABILITY OF THE PRODUCT FOR ANY PARTICULAR PURPOSE OR SPECIAL CIRCUMSTANCE.
Warranty Period
General Term
- Warranty Period of product sold by OpenELAB is 12 months as of the date of delivery.
- OpenELAB will provide economic effort to replace or repair the product free of charge if the defects are caused due to reasons related to raw materials, designation, or manufacturing process.
- OpenELAB will repair, replace the product under reasonable charges to the customer if the product defects meets this Warranty Policy.
- OpenELAB will repairs, replace the defective product, or provide on-site technical support for products exceeding the warranty period on reasonable fees.
Exceptions
OpenELAB will refuse to provide warranty promises if:
- Products have been beyond the warranty period; or
- Defections are due to wrong use, improper maintenance or storage, or breach of user guides or menus provided by OpenELAB; or
- Defections are results of Force Majeure, which shall mean any acts of law, natural disaster, war, riots, strikes, insurrections, tsunami, typhoon, earthquake, terrorism, governmental sanctions, legislation changes or any similar event beyond such party’s reasonable control; or
- Customers have conducted repair actions on the products.
- For those specific product (e.g. Azure Sphere MT3620 Development Kit ) as notified to Customer expressly, in cases that the product is free from any Quality Defect and the product package has been opened by Customer.
Returns & Refund
If you are not satisfied with a product you bought, for whatever reason, it is possible to return it for refund within 5 days of receipt (10 days for an exchange). Please first email us to order@OpenELAB.io for return authorization.
We would like to kindly remind you that the customer is responsible for shipping the product back to our warehouse in Europe, US or China, which ever is convenient to you.
Return for Refund: within 5 days of receiving your product. (unopened)
Return for Replacement: within 10 days of receiving your product. (damaged or defective)
No returns will be accepted without having previously obtained a return authorization. All returns must be in its original mint and clean condition. Returns on damaged, scratched, programmed, burnt, or otherwise 'played with' product will not be accepted. The product must then be returned in its original packaging with its receipt and a small note including the user name, order number and the reason of the return. The note will help us to serve you better and improve our products. Reimbursement will be denied for any products which do not conform to the above mentioned conditions.
Customer shall cover the cost of returning the product and need to pay for shipping (if you want a refund instead of a replacement). Shipping fees will only be refunded if the return is a result of a shipping error on OpenELAB’s part.
Since the third-party payment platforms, such as PayPal and Braintree (Credit Card), will charge standard service fees amounting to 3.5% on all processed transactions. For refund orders via PayPal and Braintree, a corresponding deduction of the service fee will be made to cover the associated payment processing.
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