Frequently Asked Questions
Q. I just recently
purchased a product from GearXS, it arrived very quickly to
my home but the item is defective... what do I do next?
A. Not a problem,
simply visit our eBay Store or go any of our Product Pages
and click on the 'Returns' link which will direct you to our
Returns Request page. Simply submit a returns request and
you should receive an approval or an email reply within 48
hours. Please allow extra time if submitting on a Friday or
Weekend. GearXS is only open during normal business hours
from Monday to Friday. You may also contact us at
1-800-438-7516 Monday - Friday from 10am - 4pm CST if you
need immediate attention to your case and one of our trained
Customer Service Specialist will be happy to assist you.
Q. I ordered a product
from GearXS and it did not come with all the accessories.
A. If the product that was purchased from us is Open
Boxed, Refurbished or Used it may not include all the
software and accessories. Our product pages will state what
accessories are included.
Q. I ordered a product
from GearXS and it is not New as advertised.
A. All of our product pages will state the condition
of the product and what is included with that product. A lot
of the products that we sell are Refurbished. The Condition
details of the product is located directly above the Product
Description and parallel to the product image.
Q. My credit card was declined but there is a pending
charge showing on my credit card account.
A. When a credit card transaction is attempted
through our Checkout System and is declined the system will
automatically create a pending charge. This charge will not
be captured or completed by us and should disappear from
your account within 2-3 business days. Unfortunately we do
not have any control over this process otherwise we would
cancel/void the charge.
Q. I have a hard to time
getting through to Customer Service over the phone.
A. Although our team of highly trained Customer Service
Representatives are ready to answer all phones in a timely
manner, due to our company popularity the high volume of
calls that we experience especially during our peak hours
customers may experience wait times between 15 - 30 minutes
sometimes under rare occasions up to 45 minutes to an hour
during our ongoing promotions and sales offer events.
Q. I submitted an RMA
return request but never received a response or an RMA
A. As explained on our RMA Returns page it may take up
to 48 business hours before you receive an RMA approval
confirmation. All RMA return requests are processed in the
order that they are received. We will always try our best to
review and approve your RMA Return Request in a timely
manner. Our company is closed from Friday 3pm till Monday
10am (Central Standard Time). Any RMA return requests
submitted on a Friday or on a weekend will not be reviewed
and processed until the next commencing business day which
will be the following Monday or Tuesday.
Q. I purchased a product
from your store and paid directly via PayPal, why has my
product not been shipped out?
A. Due to our agreements and abiding policies with eBay
we are unable to accept payment outside of eBay Stores. All
purchases must be processed and completed via our Checkout
System. We accept PayPal and all major credit cards inc.
Visa, MasterCard, American Express and Discover. If a
payment has been made via PayPal outside of our Checkout
System we would not be able to detect this payment or
confirm the order therefore we would not be able to ship out
Q. My RMA was approved and
I have already returned my defective product, why is it
taking so long for my refund request to be processed?
A. All returns are processed in the order that they are
received. It may take an average of 2-7 business days for
your return to be received at our Shipping and Receiving
depending on the Postal Carrier service that you have
purchased. Once the item has been physically received by the
RMA Department, your return product should be processed
within 1-7 business days but during our high sales seasons
and holidays the wait time may take as long as 30 days. Once
the return has been processed by the RMA Department your
refund request will be forwarded to the Accounts Department.
The processing time for refunds at this point is 24-48
hours. If you need your return process expedited then please
contact us and we will do our best to fulfill your request.
Q. I just received my
refund for an item that I had just returned. Why did I not
receive a full refund?
A. Any products that are purchased from GearXS that are
received defective may be returned for a working exchange
only. Under certain circumstances we may allow the request
for refund but there will be a 15% restocking that covers
transaction, administration and handling fees. Original
Shipping & Handling Costs are also non-refundable.
Q. I purchased a product
from GearXS by clicking on Buy-It-Now but the Shipping
Options in Checkout does not show Hawaii? (also applies to
Puerto Rico, Alaska, Virgin Islands, Guan, APO and FPO).
A. As stated in our Terms and Policies we only ship to
the 48 main continental states, we do not ship to the States
listed above. However if you see something that you like
from our store please call us at 1-800-438-7516 Monday -
Friday from 10am - 4pm CST and one of our Sales Specialists
will review your order. In certain situations we may approve
your order. Some additional charges may apply to ship to the
above listed States.
Q. I submitted a question
via the eBay Messages System but did not receive a response.
A. Our customer service specialist team are trained to
answer your questions in a timely manner. Due to the high
volume of questions and inquiries received it may take us up
to 48 hours to answer your question. Our company is closed
on weekends. If you submit a question on Friday or on the
weekend your question will not be answered until the next
business day which is the following Monday or Tuesday.
Q. I purchased a product
from GearXS, the tracking number shows that it was delivered
but I did not receive the package.
A. If there is a tracking confirmation sent by GearXS
then the package was picked up by the Postal or Courier
Service. Once a package has been picked up from our
warehouse the courier service accepts all liability from
this point to the delivery of the package. However if the
package is lost contact us and we will assist you in opening
a claim with the courier service. Please advise that
although we are not liable for shipping courier mistakes we
will assist you in every way that we can. The time taken to
process your lost claims with the courier service is
completely under the courier services discretion and is out
of our control. The average lost claims time from past
experience is 7-10 business days before we receive a
response from the courier service.
Q. I purchased a Refurbished product from GearXS, why did you black out the serial number?
A. The serial numbers on many refurbished products that we sell are in fact
blacked out by the Manufacturer or the direct contracted
reseller. When a product is returned back to the store by a
customer either because they did not want it or a minor
defect was found, the product is sent back to the
Manufacturer for repairs. The product may have used up its
manufacturer warranty by the original buyer. After the
product has been repaired or released to contracted
resellers the product can no longer be sold as new and all
warranty with the product is voided. We receive the products
in this condition. Although they are sold AS-IS without
manufacturer warranty, we at GearXS will honor a 30 day
return exchange for any products received that is not to