wholesale product prblems
"My Product Has A Problem! What Can I Do?"
Our experienced QC team hand tests all stock unit-by-unit to ensure the highest quality possible.
Our parnterned manufactures have their own quality control processes, but we don't only take their word for it! When products come into the Ankaka warehouse we have a team of qualified technicians who are dedicated to confirming the products are correct, in perfect condition, and working perfectly.
But sometimes things can go wrong... that's why we back all our products with a 12-month guarantee. Please click here For full details of the warranty.
If, unfortunately, a product you bought from Ankaka.com seems to have a problem, please refer to the following for details on how we can help you.
What to do...
- Always contact us first. Provide your order number and the product code. This helps us clarify what the problem is.
- Often we can solve the problem for you without you needing to send anything back. In many cases the product may seem to have a problem, but it can often be solved by restarting, installing properly, or fixing an accessory. In the case of more complicated products such as Car DVD Players or Security Camera Systems we strongly recommend that you get the product installed or inspected by a qualified technician to confirm that it is faulty rather than just incorrectly installed.
- Rest assured, you ARE covered by our 12 month guarantee.In the rare case your product is defective, we'll assist you to send it back to us in China to get it fixed or replaced (if required).
Click the links below to find out more information about how we can help you...
Problems Receiving the Product
Not As Described
Something is Missing
Dead On Arrival
Product Broken Down
Detailed answers for the above questions:
My order hasn't arrived yet, where is it?
Do You Need To Check On The Status Of Your Ankaka Order?
Please click "My Account" to see a listing of your order. Here you can see your order numbers and detailed order status.
Order delivery times:
- Please note, the majority of orders are received by our customers within 10 days of placing an order online.
- Please allow five days from the payment date before you email us requesting an update.
- If there is a problem such as the warehouse being out of stock, we will contact you to give you the option to change to other items.
There is some problem receiving the delivery due to Customs.
"My Order Can't Be Delivered - There Is A Customs Problem"
Typically, when you import goods from Ankaka, the package will be inspected by your local Customs.
However, there's usually no reason to worry because:
- Ankaka provides all the necessary paperwork for your shipment;
- In most countries it's pretty easy to import most kinds of consumer electronics;
- The actual process of customs clearance is primarily handled completely by the delivery company (e.g. UPS, FedEx, DHL);
- If there is any duty (import tax) or other charges to pay, the courier will usually pay it first and deliver the products to you, and you can pay them later. Click here for more information about import taxes.
If there is a question about your delivery:
- Sometimes you may need to provide information to your local Customs about the shipment you are receiving. In some cases they need you to provide an invoice matching the invoice that accompanies the goods. In these cases please contact us immediately and we will provide you with a PDF of the shipping invoice.
- Sometimes the products need to be backed up with some kind of licence or certificate. In these cases, we mostly already hear about it from the courier and we will handle it for you. If Customs contacts you about this, please contact us first to get our help.
Customs Liability
- If, for any reason, the products cannot be delivered to you, due to a Customs problem, we will discuss it with you on a case by case basis as to how to handle the situation.
- If goods are seized or turned back because of an issue that was Ankaka's fault, e.g. incorrect paperwork, we will re-deliver the goods at our own expense, or offer you credit for a new order.
- If goods cannot be delivered due to restrictions in your own country, this is your responsibility. For example, if you decided to import a Spy Camera, but this technology is considered illegal or restricted in your country, it is your responsibility to know about BEFORE you order from Ankaka. If the delivery fails for that reason we cannot offer any compensation. Another situation in which you must accept liability is where your country requires you to have a license to import commercial goods: in such case, it is your responsibility to know about this before you place an order with Ankaka, and in the case of a failed delivery, we cannot offer any compensation.
- As the importer you hold sole legal responsibility for responding to questions about imported goods received. Import duties, sales tax, and any other customs charges, are your responsibility, as described in our terms and conditions. If a delivery fails because you do not respond in time to Customs communications, or you refuse to pay the applicable charges, we cannot offer any compensation.
Do You Currently Have a Shipment With a Problem?
If your delivery has a problem in Customs, we probably already know and are handling it. But please contact us to get details of your delivery status.
I received my packet, but one or more items are missing.
"I Received My Packet, But Not Everything I Ordered Is Included"
Is something missing from your order? Please follow these steps:
- Unpack all the products because sometimes our packing staff savse space by putting smaller items inside the boxes of bigger items.This is done to save you money!
- Check the status / comments of your order in Ankaka, and check to see if you have received any emails from Ankaka about this order. It's possible we split your order into more than one delivery to speed things up.
- Next, you should contact Ankaka to explain the problem. Provide your order number and describe which product is missing. We can confirm from our warehouse records that the correct products were indeed dispatched. It is possible that something went missing due to an item being lost or stolen in delivery. (This is rare, but it can happen.)
- If it is definitely a lost or stolen item problem, you need to contact the courier company who delivered your item and register a complaint. You must do this as soon as possible after the delivery. You can get the details of the tracking number from the packaging or check in your Ankaka account. It's imperative you, or the recipient of the delivery, contacts the courier company and follows their incident reporting system. They will give you a confirmation of your complaint, and we can then confirm this on our side when we speak to the courier.
- In order to combat fraud, we cannot independently verify lost/stolen item complaints. This means that we have to wait for the decision of the courier company about whether they accept the claim and will provide compensation. If they accept the claim, depending on the case they will either offer you compensation, or, more commonly, compensate Ankaka. In such case we will inform you and pass on the refund, or make a new delivery to you, your choice.
- Sometimes the confirmation process from the courier can take some time, and you could consider making a new order on Ankaka in the meantime if you need the products urgently.
It's a bit of a headache, but we'll help you through the process, and if you're reading this and you don't have a problem, you don't need to worry, this kind of problem doesn't happen often... fewer than 1 in 2000 deliveries!
I received the wrong item.
"I Bought Something From Ankaka, But You Delivered Me Something Else"
- If Ankaka sent you the wrong item...
- If Ankaka sent you the right item, but its specification / functions are different to what they should be...
...If a problem like this occurs, you'll need to contact us [click here] and provide us with your order number and the details of the problem.
We'll solve your problem as follows:
- We'll confirm the details of the problem with you.
- If we made a mistake, we'll refund your original shipping fee, so you can use that money to send the incorrect item back to us in China.
- When we receive the returned item, we'll send out the correct item at no additional charge, or give you credit for that item if you want to add it into a future order.
- If you want a replacement immediately, you should create and pay for a new order for the correct item, and when we get the returned item from you we will credit or refund you for it.
Please note that if you yourself made a mistake and ordered the wrong product, or you ordered a product that cannot work in your country (e.g. you failed to read the description for a mobile phone GSM standard), we can't accept a return - you could sell the item on eBay yourself and begin your path to becoming an Ankaka PowerSeller ;)
I received the right item, but it doesn't have the function it should have.
"I Bought Something From Ankaka, But You Delivered Me Something Else"
- If Ankaka sent you the wrong item...
- If Ankaka sent you the right item, but its specification / functions are different to what they should be...
...If a problem like this occurs, you'll need to contact us [click here] and provide us with your order number and the details of the problem.
We'll solve your problem as follows:
- We'll confirm the details of the problem with you.
- If we made a mistake, we'll refund your original shipping fee, so you can use that money to send the incorrect item back to us in China.
- When we receive the returned item, we'll send out the correct item at no additional charge, or give you credit for that item if you want to add it into a future order.
- If you want a replacement immediately, you should create and pay for a new order for the correct item, and when we get the returned item from you we will credit or refund you for it.
- Please note that if you yourself made a mistake and ordered the wrong product, or you ordered a product that cannot work in your country (e.g. you failed to read the description for a mobile phone GSM standard), we can't accept a return - you could sell the item on eBay and begin your path to becoming an Ankaka PowerSeller ;)
An item which seems to be missing parts.
"My Product Arrived But An Important Part Is Missing"
If some key part of your product is missing on delivery, here is how we can solve the problem:
- If it is a major, expensive, integral part of the product, please Contact us first, with your order number and the product code. We can confirm from our warehouse records to verify that the correct products were indeed dispatched... meaning that something went missing due to a lost/stolen item in delivery. (This is rare, but it can happen.)
- If definitely a lost/stolen item problem, you need to contact the courier company who delivered your item and register a complaint. You must do this as soon as possible after the delivery. You can get the details of the tracking number from the packaging or check in your Ankaka account. It's imperative you, or the recipient of the delivery, contacts the courier company and follows their incident reporting system. They will give you a confirmation of your complaint, and we can then confirm this on our side when we speak to the courier.
- In order to combat fraud, we cannot independently verify lost/stolen item complaints. This means that we have to wait for the decision of the courier company about whether they accept the claim and will provide compensation. If they accept the claim, depending on the case they will either offer you compensation, or, more commonly, compensate Ankaka. In such case we will inform you and pass on the refund, or make a new delivery to you, your choice.
- It's a bit of a headache, but we'll help you through the process, and if you're reading this and you don't have a problem, you don't need to worry, this kind of problem doesn't happen often... fewer than 1 in 2000 deliveries
- If the part is a small thing or an accessory we will probably be able to help you by simply re-sending the missing item.
An item seems to be missing accessories such as earphones or a cable.
"I Bought This From Ankaka But An Accessory Is Missing"
Missing / wrong earphones, battery, cable?
First, check the product's description again on Ankaka.com to make sure it is supposed to have what you think it should.
If you are in fact missing something, please contact us, and here's how we'll handle it:
- Give us your order number and the product code.
- If the missing part is hard to explain, provide a photo or refer a comparable description photo on Ankaka.
- If we confirm something is missing, we'll send it out to you free of charge.
An item is missing drivers or software.
"I Bought This From Ankaka But It Hasn't Got The Right Drivers / Software"
- All Ankaka products are supposed to have drivers and software exactly as described in the product description.
- "Driver" usually means a Windows 98, XP or Vista driver. Check the description to see if Linux or Mac OS are in any way supposed to be supported.
- "Software" most frequently includes conversion software to get your videos in the right format for an MP4 player. The software provided with the product will usually convert most mainstream video formats. If you received the software with the product but it doesn't convert the files you want, please search online for alternative (usually free) conversion software. If you don't mind a bit of a wait, you can send us the actual file you want to convert and our QC technicians will try to find the right software for you.
Here's what to do if you have a problem:
- Contact us with your order number and the product code. Explain exactly which driver or piece of software you need.
- We will send you a link so you can download the latest software or driver.
- If a whole CD-ROM was missed from the package and it's too big to email or download, we'll send you the disc.
Please note the following:
- The products are provided with the most up to date software available. If you bought your device some time ago, you are welcome to check with us what the most recent release is.
- We do not provide any firmware updates for any products. Attempting to flash the firmware of any Ankaka product will void your warranty and is at your own risk.
An item is missing a manual.
"How The Heck Do I Use This Product?"
"It's Supposed To Have A Manual, Right?"
All Ankaka products are supposed to ship with a manual but...
- sometimes the manual just isn't very good, and you need more help with the product.
- sometimes we made a mistake and the manual was not put in the box.
- sometimes the product is new, and the manufacturer manual was so unusable, we took it out!
- sometimes the manufacturer thought they were only selling this product in China, so there is no English manual.
Here's how we'll help:
- Contact us with your order number and the product code. Explain whether there was a missing manual, or what aspect of the product's function you need help with.
- If a manual was left out accidentally, we'll give you a link where you can download it.
- If the product has no manual, chances are we are already working on making one ourselves, and we'll send that to you when it's done.
- We'll give you personal support to help you use the product (within reason*)
*Within reason? Meaning what?
Supporting your product use means, as a wholesaler, we will offer specifications and basic usage advice. However we are not a retail outlet so we cannot support end customers with detailed tutorials on how to perform actual installations, specific usage setups, combinations of different products, or stuff that's simply not directly related to the product itself.
Manuals in different languages
At the moment we only offer English manuals for all products. Many manuals feature other languages (check description or enquire per product), but since these are commonly "auto translated" we can't necessarily vouch for their quality. It's something we're working on at Ankaka to provide the best possible service for our customers!
If you are ordering in bulk, i.e. 500pcs or more, you should discuss with your sales representative at Ankaka about printing manuals yourself, or arranging for the writing of new manuals or translations. We can only offer such a service to existing, proven customers.
An item is physically broken or damaged.
"I Received My Item But It Was Broken During Delivery"
Rarely, rough handling by the courier can lead to physical damage to your goods, e.g. broken screen.
If this has happened, please follow these steps:
- If possible, raise a complaint directly with the delivery representative of the courier company before you sign for the goods. They will advise you on the complaint procedure. It is highly reccomended you visually inspect all goods before signing the delivery receipt or way bill.
- If you have already signed for the package, take photos showing the damage and contact the local office of the courier/delivery company to process a complaint. They will have a complaint procedure which will enable you to get compensation.
- Next,contact Ankaka with your order number and a full description / pictures of the broken item issue. We will contact the courier company from our end.
- Once the courier company confirms that the case is valid, they will compensate Ankaka, and we will pass on this compensation to you. The compensation varies from case to case and is different for each delivery company. In some cases you will need to pay to post the broken item back to Ankaka in order for us to send out a new piece. If this is the case, it can take a little time. We recommend you make a new order for the same item if you need it quickly.
For larger or higher value orders, you are strongly advised to purchase freight insurance. If you require this, please ask us at the time of placing your order.
An item won't switch on.
"I Just Received My New Gadget And It Doesn't Power On"
If your newly received item doesn't switch on, follow these steps:
- Charge the product fully and try again.
- Give the product to someone else and see if they can get it to work.
- If you think it's definitely not working, contact Ankaka with your order number and the product code.
- We'll give you advice on how to troubleshoot this particular product.
- If it is in fact faulty, we'll give you instructions about how to send it back for a repair or replacement.
If you think the product is broken due to physical damage during delivery, please follow these steps:
- If possible, raise a complaint directly with the delivery representative of the courier company before you sign for the goods. They will advise you on the complaint procedure.It is highly reccomended you visually inspect all goods before signing the delivery receipt or way bill.
- If you have already signed for the package, take photos showing the damage and contact the local office of the courier/delivery company to complain. They will have a complaint procedure which will enable you to get compensation.
- Next, contact Ankaka with your order number and a full description / pictures of the broken item issue. We will contact the courier company from our end.
- Once the courier company confirms that the case is valid, they will compensate Ankaka, and we will pass on this compensation to you. The compensation varies from case to case and is different for each delivery company. In some cases you will need to pay to post the broken item back to Ankaka in order for us to send out a new piece. If this is the case, it can take a little time. We recommend you make a new order for the same item if you need it quickly
For larger or higher value orders, you are strongly advised to purchase freight insurance. If you require this, please ask us at the time of placing your order.
An item doesn't function correctly.
"My Gadget From Ankaka Is Not Working Right"
If you think an item you bought from Ankaka may be faulty, contact us to get help:
- State your order number and the product code of the item in question.
- Describe clearly what you are trying to do with the product and what goes wrong.
- Provide a photo if the defect is something visible.
Often, we can help you solve a product problem without you needing to return it.
You're protected by our 12-month guarantee. If something goes wrong during this warranty period, you can send the item back to our warehouse in China, and we'll fix it for you.
I can't get the product to work, I need help.
"My Gadget From Ankaka Is Not Working Right"
If you think an item you bought from Ankaka may be faulty, contact us to get help:
- State your order number and the product code of the item in question.
- Describe clearly what you are trying to do with the product and what goes wrong.
- Provide a photo if the defect is something visible.
Often, we can help you solve a product problem without you needing to return it.
You're protected by our 12-month guarantee. If something goes wrong during this warranty period, you can send the item back to our warehouse in China, and we'll fix it for you.
An accessory, such as a cable, is broken.
"My Product's Cable / Earphones / Stylus Is Broken"
The accessories that come with your product are covered by the same warranty that applies to the main product. This means that if the device arrives faulty, or develops a hardware fault that is not related to normal wear and tear, you can contact us to request a replacement.
Because accessories are typically small and cheap...
- It is usually faster and not very expensive to buy replacement cable / earphone / stylus from your local electronics shop, not wait for it to be sent from China.
- Depending on your account level we may only be able to send replacement accessories together with a new order you are placing, not in a separate delivery.
If you want extra spare accessories to support your own customers' requirements, please contact us when you make an order and, for a small fee, we will include extras in your next order.
The batteries won't charge.
"My Gadget Doesn't Charge Any More"... The Battery Issue
We all know it from our cell phones and other devices... batteries can be a headache at the best of times.
Some batteries are great and seemingly last forever. Other batteries of exactly the same type start to run out quicker, and don't hold charge as well.
The lifetime of a battery depends heavily on:
- how often you've used the device;
- your charging habits;
- how full or empty the battery has been and how many times;
- environmental influences such as heat and humidity.
Rechargeable batteries can also be permanently reduced in capacity if you leave them completely drained for a long period of time. To keep your batteries healthy keep them charged and in use.
All Ankaka products have the batteries tested and confirmed OK when entering our warehouse stock, and we ensure proper stock turnover so no products are expired when we send them out.
When you receive your items, charge the batteries fully before use, as we do not pre-charge the batteries for you on all items.
Warranty Limitation on Batteries
For the usage and charging reasons mentioned above, it is virtually impossible for us, the wholesaler, to tell if a battery is "faulty", or just simply "naturally worn out" by your own use.
Therefore the general 12 month product warranty from Ankaka does NOT apply to rechargeable batteries.
Please note our policy as follows:
- Your product batteries are covered against faults for the first 30 days from the time you receive your goods only. Within this time period if there is a fault we will assist you with replacing the faulty item(s). Normally this will be via a special delivery of new batteries.
- If, within this 30-day limited warranty period, the batteries will not recharge, or appear to drain too fast, contact us with your order number and the product code, and we will give you information about what levels it should be functioning at and confirm if it is faulty and can be replaced.
- We reserve the right NOT to make a special delivery (in rare situations) where the delivery conditions at your destination, or prevailing China Export Customs practices, prevent or restrict us from shipping battery only parcels. In such cases we will still send the batteries for free, but they would have to be included with an order of other items.
- Outside the limited warranty period, customers are requested to pay for deliveries of spare batteries. In such a case, contact us and we will tell you how much you need to pay, as these items are not listed on our website.
- If you are buying in wholesale quantities for resale in your own shop, or you are a dropship vendor, we advise you to support your customers directly in regards to the battery issue. For a small fee we can add extra batteries into every new product box when you order, or sell you bulk quantities of new batteries. Please speak to your Ankaka sales representative when getting a quotation for your new order.
I broke the product by accident.
"I broke the product by accident!"
Your Ankaka gadgets are sure to be well used and you will likely take them with you everywhere. However sooner or later accidents are bound to happen, but it is not the end of the world. You are welcome to contact an Ankaka representative and we may be able to help you as follows:
- Please contact us if you'd like to send an accidentally damaged product back for repair.
- We'll give you a rough estimate of the repair cost. We'll confirm the exact fee after the factory confirms the issue and bills us for the parts and labor.
- Return fees to China and the shipping cost of the repaired items sending back to you, will need to be covered by you.
- Please keep in mind however, it may simply be cheaper to buy a new one from Ankaka based on our low prices.
