customer service

Customer Service

Shipping & Delivery

Q:To which countries do you ship?
 A:We currently ship to 80 global destinations and will increase the countries to which we ship to exceed 100 in the next few weeks. Please send us an email if you do not find your country on our list.
Q:After I make payment for the goods, how long will it take for the goods to be shipped?
A:Most orders will process and ship from our warehouse within 7 business days of the payment confirmation. You will receive a confirmation email containing shipping details when your order ships. If there is any exceptional case after we ship your goods we will update your order with the tracking number. If the goods are not shipped following 7 days of your order, we will communicate with you.
OPTION #Days Forwarder
Expedited 3-6 days DHL, UPS, FEDEX, TNT
Standard 6-14 days EMS
Air Mail 14-28 days Hong Kong Post
Free Shipping 6-28 days One of the above
For some products e.g soccer jerseys we are not able to use expedited shipping (DHL, UPS). Please consult our live chat if unsure.
Q:Who can advise on local taxes, import duties, tariffs, VAT, GST or other fees incurred upon goods arriving at the place of import?
A:As each country’s local taxes, laws and import restrictions are peculiar to each individual country, we strongly advise you seek legal advice from your local customs or import broker concerning BEFORE you confirm your order.
Q:Who pays for local taxes, import duties, tariffs, VAT, GST or other destination fees?
A:The purchaser is responsibly for payment of local taxes, import duties, tariffs, VAT, GST or other destination fees.
Q:Who pays for the Goods to be delivered?
A:The Purchaser agrees to pay delivery costs.
Q:How much will it cost to ship the Goods?
A:To facilitate your purchasing experience, Anlye.com provides a freight estimator function available before you go through to the final checkout. That way you will know early in the order process if the landed product will be cost effective. The actual freight rate will be visible BEFORE you actually commit to the order.
Q:What do you advise about insuring the product You ordered?
A:We recommend that You consult with Your insurance company to arrange insurance for product in transit.
Q:Who shall be responsible for the insurance of the Goods?
A:The Purchaser agrees to pay delivery costs. We recommend you purchase insurance to cover every shipment to guard against loss and damages during the transportation of your goods. Although items are carefully packed and addressed according to your delivery instructions, there is a small chance that some difficulties may occur during shipment. We prefer our clients insure against unknown risks.
Q:When is risk passed to the purchaser?
A:The Purchaser shall be responsible for insurance and risk in the Goods from the time that the Goods are uplifted from Anlye.com by a carrier for delivery to You, or Your nominated agent, whether arranged by You or Anlye.com .
Q:What do I do if I want to make a claim concerning a short delivery or damage?
A:Any claims for shortages in delivery or damage of  the Goods must be made in writing within 5 business days after receiving the Goods. We will not be liable for any claim not received within 5 business days after You receiving the Goods.
Q:If the Goods are delayed can I claim damages from anlye.com?
A:We will use all reasonable efforts to ensure that the Goods are delivered on time, but We shall not be liable for any loss arising from any delay in delivery. Delay in delivery shall not entitle You to cancel the order.
Q:What special conditions exist If you send the goods in more than one shipment?
A:In the event that We elect to deliver the Goods by installment, each installment shall be deemed to be a separate contract. Each installment of an order shall be paid for on the basis that an installment is a new order.
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Privacy & Security

Q:Can you tell me how to deal with privacy issues?
A:At Anlye.com, we take security and privacy issues seriously. Incorporating 128 byte encryption technology, we ensure your privacy is protected. User ID with passwords are transmitted and verified on secure pages, ensuring that no unauthorized parties have access to your communications with Anlye.com. This same level of security is applied to your shopping basket details, checkout and delivery information, in addition to all information pertaining to your account with Anlye.com.
Q:Is it possible other people could obtain my password from your Site?
A:Your User Password is only stored in an encrypted form, so that the password you enter will only be known by you. Because your password is encrypted by a one-way process, Anlye.com has no means of decrypting your password.
Q:Will other people be able to obtain my credit card number after I use it on your Site?
A:Credit card transactions with Anlye.com are authorized by professional merchant providers, who employ the highest standards of internet security. You can rest assured that your credit card details will never be exposed to any unauthorized person or entity. If you have any questions or concerns regarding our security policies, please feel free to contact the Anlye.com Service Department.
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Return, Replacements & Cancellation

Q:Can I cancel my order?
A:Yes, you can cancel an order within 24 hours after the payment made. The cancellation will be eligible for a full refund. If you would like to cancel your order over 24 hours of order payment, please contact our customer service representatives for further assistance as soon as possible. Once your order has been shipped, it could no longer be cancelled and would be handled by following our Return & Replacement Policy only.
Q:Can i return products after purchasing for a refund or replacement?
A:You may return most new items (must be in original condition and contain all original packaging and accessories) sold and fulfilled by Anlye.com within 30 days since shipment date for a refund or replacement. We are unable to accept goods back if they have been damaged or have excessive ware. The refund will not include the shipping fees. It might take up to 10 working days for the refund to be issued.
Q:When I return the goods, who will be responsible for freight and other costs involved in returning the goods to our repair centre?A: We accept unconditional return within 30days, but if it’s not quality problem buyer shall take responsible for two sides freight. If the returned items is personalized, it will deduct 20% custom-built fee. Buyer will take responsible for it.( The personalized items will be show “personal” or “custom” in description on the page) Once personalized items returned they will be Otiose, we can’t sell it any more.If it’s quality problem we shall 
take responsible for all cost. Please kindly inspect it carefully after your receiving. If there is any problem please do contact with us immediately.Anlye.com shall not be responsible for losses and 
breakage during the return shipping process. It is highly recommended that the buyer purchase shipping insurance and use a tracking number when shipping the goods.
Q:How can I receive advance replacement product?
A:We are unable to provide an advance replacement product service.
Q:Can i exchange a item for a different model after the purchase?
A:Yes we maybe able to exchange you you items to a similar model. Please note there will be a charge - restocking fee of 10% of the value of the item. Please contact our Customer Service first.What’s more you shall make sure the items be exchanged without affect secondary use  when we receive.
Q:What happens if anlye.com is unable to replicate the fault for products returned under the RMA process?
A:If there is no fault found Anlye.com will charge a minimum of $10 inspection fee. So please make that you have consulted one of our Customer Service Rep's before sending goods back to us.
Q:What is the expected replacement time frame?
A:We prioritize the assessment and replacement of faulted Goods, and generally, 3 - 5 working days are required for this task, excluding shipping times associated with the movement of goods to and from our repair centre.
Q:Can Anlye.com replace a returned product with a different model from that returned?
A:Yes, if the returned model is no longer available, replacements will be the closest available functionally equivalent model, however, Anlye.com reserves the right to replace returned products with newer models which may not be functionally compatible with the original system in which they were used.
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Ordering

Q:How do I order products?
A:Simply add items to your shopping cart, and follow the onscreen instructions as you go through the checkout. Enter your shipping address and contacts details, select your shipping and payment method and follow the email notifications as your order lows through the Anyle ordering system.
Q:What do i do if I want to order larger volumes of product, or talk to you about ordering a consolidated container of various goods?
A:You need to talk to our Corporate Division who can discuss the details of your specific ordering requirements in detail. Contact a Corporate Division member by emailing sale@anlye.com.
Q:How will I know what my local country requires in terms of product certification?
A:Each country has its own certification requirements. It is your responsibility to ensure that individual products meet the certification requirements of your country before you purchase the product. If you have a specific question about a product or its certification, please contact your local government authorities for further details. Customer Service Department will provide as much help as possible.
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Payment, Pricing & Promotions

Q:What are the Payment Methods?
A:We currently accept PAYPAL, WESTERN UNION, MoneyGram, BANK TRANSFER as payment methods.
Q:What currency are the prices displayed in?
A:The default currency is US dollars. You can switch to your local currency by using currency switcher which can be found on our catalog pages.
Q:Do you accept Credit Card payments?
A:Yes, but the credit card payment needs to be done on the secure PayPal web site. PayPal offers secure payment method without disclosing your credit card details to us.
Q:Does Anlye.com offer credit facilities?
A:No. All orders must be paid prior to shipment.
Q:How to stay informed about Anlye.com's latest promotions and discounts?
A:By signing up to our newsletter.
    By following us on twitter
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Viewing Orders

Q:How do I view the goods I have ordered?
A:You can see the goods in you shopping cart at any time during the order process by selecting view cart. Following completion of yor order, please log in and view your account to follow the processing of your order.
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Updating Account Information

Q:What do I need to do to change my contact details?
A:Please log on with our user name and password to update your account information at any time. 

ADDITION: ALL BUYERS OF CONFIRMED ORDER ARE BE DEFAULT TO ACCEPT ALL THESE ABOVE ITEMS.

Sunday,Monday,Tuesday,Wednesday,Thursday,Friday,Saturday
January,February,March,April,May,June,July,August,September,October,November,December
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