Regular Products
FAQ
1. Q:What payment method does SmallRig accept?
A:SmallRig accepts International Bank/Money Transfer/PayPal/Wechat payment/Alipay/Credit Card.
2. Q:Who's responsible to the service fees/bank charges during the international bank/money transfer?
A:The buyer who does the international transfer will need to pay all the services charges which occur from buyer's financial institution side in advance.
3. Q:What does customer need to do once the bank transfer is done?
A:Customer is requested to provide the payment transaction receipt/invoice to: smallrig@smallrig.com
4. Q:How long does it take for SmallRig to receive the international bank transfer payment?
A:Usually it takes 5-7 working days for us to receive the payment. However, it depends on customer's local financial institution's transaction period.
5. Q:How does SmallRig notice customer once received the bank transfer?
A: Customer will receive the confirmation E-mail of payment received which send from SmallRig Customer Support Team, the order status will directly change from awaiting payment to awaiting fulfillment under customer's SmallRig account, at the same time customer will receive an E-mail about the status changed notification.
6. Q:Is SmallRig product price included GST?
A:Yes, all SmallRig product prices are GST included.
7. Q:Will there be any import tax on the product?
A:There might be import tax occurred, all the fees occur in buyer's destination country will need to be paid by buyer.
8. Q:Can customer only purchase the product component instead of the entire product?
A:Yes, please contact SmallRig Customer Support through phantasmagorical to get the related component product ID, once the payment is done,customer will need to inform Small Rig Customer Support.
9. Q:Can the order be canceled?
A:If the order is under status awaiting fulfillment, customer can contact SmallRig Customer Support smallrig@smallrig.com to cancel the order;
If the order is shipped, the order cannot be canceled.
10. Q:Can the order be modified?
A:Order cannot be modified once it's placed successfully. However, customer can contact SmallRig Customer Support smallrig@smallrig.com to cancel the order if it's under status awaiting fulfillment then place the appropriate order again.
11. Q:Can the order payment method be changed?
A:Order payment method cannot be changed if the order is paid successfully, customer can contact SmallRig Customer Support smallrig@smallrig.com to cancel the order if the order status is under awaiting fulfillment then place the order with the appropriate payment method; Order payment method can be changed if the order is placed but not paid yet.However,customer needs to contact with SmallRig Customer Support first to complete the payment.
12. Q:Can the shipping address be changed?
A:Shipping address cannot be modified once the order placed successfully. However, customer can contact SmallRig Customer Support to cancel the order if it's under status awaiting fulfillment then place the order with the appropriate address again.
13. Q:Can the order shipping method be changed?
A:If the order is under status awaiting fulfillment, the shipping method can be changed.However the shipping price difference will be re-calculated.
14. Q:Can customer provide PO. BOX as the shipping address?
A:No. SmallRig does not accept the PO BOX address, please provide the residential address.
15. Q:What does awaiting fulfillment mean?
A:The order is placed successfully, it's under awaiting to dispatch process.
16. Q:When can customer Pre-Order item be shipped?
A:Customer can refer to the Pre-Order item product page for the release date.
17. Q:When SmallRig will dispatch customer's order if the order includes both Pre-Order item and the released item?
A:When PRE-ORDER products are included, package will be shipped when all products are released. Please place the released products separately with the Pre-Order products if immediate shipping is needed.
18. Q:What Free Shipping method does SmallRig Provide and how long will it take to arrive?
A:SmallRig provides express shipment such as DHL/FedEx as the free shipping method, it usually takes 5-7 working days to arrive to the destination country from the date that the order dispatched.
19. Q:Where can customer trace the order tracking information?
A:DHL: http://www.dhl.com/en.html
FEDEX: https://www.fedex.com/en-us/home.html
TNT: https://www.tnt.com/express/en_cn/site/home.html
Or, for all types of logitic carriers: https://www.17track.net/en
20. Q:What is SmallRig Return Policy?
A:Please refer to https://www.smallrig.com/privacy-policy/ for more information.
21. Q:When will SmallRig proceed the refund if customer has returned the product?
A:Once the authorized returned product is got back to SmallRig's warehouse and passed the inspection, the customer support will proceed the refund within 1-3 working days to customer's account.
22. Q:How does customer get in touch with SmallRig to provide the new product suggestion?
A:Customer can directly send the new product suggestion by E-mail to smallrig@smallrig.com . Related department will get back to you at the soonest.
23. Q:How does customer get in touch with SmallRig to provide the product user feedback?
A:Customer can directly send the product user feedback by E-mail to smallrig@smallrig.com . SmallRig customer support will get back to you at the soonest.
24. Q:How can customer get support on how to use a product or to find out if SmallRig product is compatible with some camera?
A:Customer can directly send inquiry by E-mail to smallrig@smallrig.com. SmallRig customer support will get back to you with the solution at the soonest.
常见问题
1.问:SmallRig斯莫格接受哪种付款方式?
答:SmallRig斯莫格接受微信付款/支付宝/信用卡。
2.问:客户可以直接用信用卡付款吗?
答:是,客户可以通过微信付款/支付宝选择信用卡付款方式。
3.问:一旦完成付款下单操作,SmallRig斯莫格如何通知客户?
答:客户将收到SmallRig斯莫格发给客户的下单成功短信通知。
4.问:可以取消订单吗?
答:如果订单处于等待执行状态,则客户可以联系SmallRig斯莫格客户支持取消订单;如果订单已发货,则无法取消订单。
5.问:可以修改订单吗?
答:成功下达订单后将无法对其进行修改。但是,如果客户处于等待执行状态,则可以联系客服取消或者修改订单。
6.问:可以更改收货地址吗?
答:订单确认发货后,无法修改送货地址。但是,如果商品处于还未发货,客户可以联系客服更改收货地址。
7.问:如果客户退回产品,SmallRig斯莫格将在什么时候退款?
答:授权的退货产品一旦返回SmallRig斯莫格的仓库并通过检查,客户支持部门将在1-3个工作日内将退款退还给客户的帐户。
8.问:斯莫格商城的订单如何配送?
答:斯莫格会根据顾客所在地和商品的尺寸重量优选快递配送商,确保优质用户体验。目前暂不支持自选快递,具体物流信息可在下单成功后“我的订单-追踪物流”中查看。
9.问:我的包裹多长时间能送到?
答:我们会在订单支付成功后1-3天内发货(节假日顺延,部分特殊商品七天内发货),送达时间视快递配送时间而定。
10.问:订单生成后我需要在多长时间内支付货款?
答:下单后我们会为您保留6小时,为确保订单的有效性,需要您在6小时内完成支付。
11.问:在线支付已经成功,为什么我的订单状态还是显示“待付款”?
答:一般来说,网上支付是即时到账的。但有时因为网络原因,可能会有几分钟的延迟,请您耐心等待,并及时查询您的银行卡账户余额,如果费用已扣,但订单状态依然是“等待付款”,请联系客服处理。
12.问:我该如何申请发票?
答:需要纸质发票请联系我们的商城客服。
13.问:使用优惠券后,订单中单个商品实际支付的价格怎么计算的?
答:订单中使用过的优惠券金额将按比例摊分到每件商品上,您是根据"券后结算价"来支付的。例如:若订单中包含价格70元的商品A,价格30元的商品B,此单中用了10元优惠券(该券均适用A、B)。那么商品A上被摊分的金额等于:10(现金券金额)/100(订单总额)*70(商品A 的价格)=7元。因此商品A的实际支付价格为63元,若商品A发生退货,则退款金额也为63元。
14.问:退货时,商品的退款是怎么计算的?
答:按照实际支付货款退还。若您在该订单中使用过优惠券,则该优惠券不予返还,并按 "券后结算价"为商品退款。
15.问:在哪里查看我的优惠券?
答:在“我的账户”中可查看您的优惠券。
16.问:商品发货后,拒收会收取费用吗?
答:商品发货后,非商品质量问题拒收产生的退回物流费用由用户承担。
17.退款处理时效?退到哪里?
答:后台审核完成,会退回到客户支付账户。退款到账时效以支付账户平台到账时间为准。