Purchasing
Q: How do I place an order?
A:Placing an order on ptlue.com is easy and fast. Just follow these steps:
1) Select your item(s)
2) Add to Cart
3) Enter Log in details
4) Review and submit order
5) Make the payment
Please click here to start shopping.
Q: When can I order?
A:You can order from our website at any time and any day. However, if it is placed on such non-business day as holidays or weekends, it will be dealt with in the coming business day.
Q: Is it safe to order on your website?
A: Yes. We guarantee that any purchase you make on our website will be 100% safe. Our web servers use Secure Sockets Layer (SSL), an encryption technology that works with Microsoft Internet Explorer, Netscape, and AOL's browser, so that only ptlue.com can read a buyer's personal information. Then your information is immediately encrypted into a scrambled message that can only be decrypted by an authorized computer.
Q: What is processing time?
A: The processing time is the time it takes us to prepare the item(s) for shipment--starting from when the buyer makes a payment of an order to when the seller ships the merchandise out.
Q: Can I pre-order items for delivery?
A: Unfortunately – we only accept orders for items that are in stock.
Q: How do I remove an item from the cart?
A: First sign in your account and you may view the items you added in the cart and click the "Delete" button on the right side of the item you do not want to buy.
Q: Can I track my order?
A: Yes. After your order is dispatched, we will send you a confirmation email about the tracking number and tracking link. Then you can track your parcel in 2 days. You will keep updated about the status of your parcel all the way to you.
Please add us to your mailing list, or you may not get confirmation about your order. The mail of confirmation is send to you by system automatically. Sometimes, your mail box will refuse to accept it. It may lie in the spam box. Or even the mail will be rejected totally. So we sincerely suggest you add us into your mailing box to avoid the miss of mails.
Q: Does ptlue.com have an MOQ?
A: Ptlue.com has no minimum order quantity, and we do ship single item samples or large orders worldwide. Check individual product pages for more information.
Q: How do I buy samples on Ptlue.com?
A: You can see the “Sample price" available on the right corner on the product page. If you want to purchase one or a few pieces, you can choose the sample quantity, and then add the sample to your cart. All the following purchase steps are the same. Please be aware that not all items have offer sample purchasing.
Q: Are there any discounts for large/bulk orders?
A: We would be glad to provide a special discount code for large quantity dealer. Please contact us at sales@ptlue.com for more information.
Q: Are the products on ptlue.com authentic?
A: Ptlue.com strongly stands against items which are fake or not authentic. We choose our products directly from our China factories and strive to provide customers with quality products at competitive prices.
Q: Can I get a catalog relating your products?
A: Due to the dynamic nature of our product line as well as our effort to provide lowest price to our customer, compiling a catalog would not be very fruitful. Our website contains all the information we have on our products. Furthermore, we will send promotion e-mail to our recognized customer regularly. If you want to be updated with our products, please join to be our registered members to get exclusive information.
Payment
Q: What payment methods do you accept?
A: and www.ptlue.com is enrolled in Trustwave's Trusted Commerce™ program to validate compliance with the Payment Card Industry Data Security Standard (PCI DSS) mandated by all the major credit card and debit card associations including: American Express, Discover, MasterCard, Visa, Maestro and Solo.
Q: Can I change my billing information?
A: Once your order has been placed, you can’t change your billing information.
Q: Why could I not make the online payment, what’s wrong?
A: The online payment method is unavailable for some shipping address as the shipping method may not reach that place.
Q: How do I know my payment has been received?
A: When the payment has been received by us, ptlue.com will send you a confirmation email to your inbox to inform you of your order. You can also go to our website and login to your "My Account" account, and check the order status.
Q: What are the advantages of paying with credit card?
A: Firstly, payment is traceable. Secondly, Payment is instant and convenient and deposited directly into ptlue’s account. The third reason is that credit card companies typically provide some level of identity and purchase protection which help to prevent risks for online shopping.
Q: Why does my credit card payment fail?
A: Payments by credit card may fail because of bank authorization and fraud prevention systems. When you have trouble with making a payment via credit card, you may contact your card-issuing bank directly. Here are some common reasons for most cases of credit card payment failure:
The amount of payment exceeds credit limit – the max daily spending on ptlue for a single credit card is GBP1000. The billing address is inconsistent with your credit card address. Different users are found to have used the same credit card.Your card may not support online transactions.Your credit card may not support 3D security verification.
Delivery
Q: If I order today what is the fastest delivery?
A: There are three methods for you.
DHL 2-4 days www.dhl.com
TNT 2-4 days www.tnt.com
EMS 7-10 days www.ems.com.cn
Normally, Total Delivery Time = Processing Time + Packaging Time + Shipping Time. For some of a little outlying district, the delivery of orders may be delayed a few days. A tracking No. and link will be sent to you, which will keep you updated with your parcel all time.
Q: What are the delivery times?
A: We ship parcels from Monday to Friday. Deliveries to business addresses are between the hours of 9am and 6pm. Deliveries to residential addresses are between the hours of 9 am to 9pm. Unfortunately we are unable to give specific delivery times at present.
Q: Do you deliver to PO Box addresses?
A: Unfortunately, we are unable to deliver to PO Box addresses for security reasons.
Q: How do I calculate shipping cost?
A: On each main product page, add to "Shopping Cart". In the shopping cart page, you can click “shipping estimator” to input quantities and the destination country and see the total shipping cost.
Q: Why is the shipping cost on some items are high?
A: The delivery cost depends on which shipping method you choose, where your delivery destination is and shipping time. Thus we suggest you choose the one that best meets your demands on price and delivery time.
Q: If custom duties are incurred, who is responsible for it?
A: It is the buyer's responsibility for any custom duty fees that may occur upon delivery. The import duty charges will depend on each country’s custom policies.
Q: If the items are detained by customs, who is responsible for clearance of the items?
A: If the items are detained by Customs after the shipment has been left China, the buyer is responsible for clearance of the detained items.
Q: How can I tell if my items have been shipped or not?
A: Ptlue.com will send you a system email and inform the shipping details after your order is dispatched, and you can track the item delivery status online with the tracking number provided by us.
Cancellation & returns
Q: How do I cancel my order?
A: If you haven't paid for the order yet, click the ‘cancel order’ button to remove the unpaid order. Your order will be terminated. However, if your payment have been processed, it is not possible to cancel your order. So please check carefully before you make the payment.
Q: Does ptlue.com offer a guarantee or warranty on its products?
A: Yes, Most of our products cover by a certain period warranty, for return and repair/replacement. This means any faulty items can be returned to ptlue.com where we will make repairs or replacement and ship back to you.For more details on our 12 month warranty terms and conditions, see our Return & Exchange Policy
Q: What do I do if I receive items that don’t match the product description?
A: If you receive the item that does not match he product description, please contact sales@ptlue.com as soon as possible. Ptlue.com customer service will help you to identify the problem and solve the problem or arrange a refund according to the evidence you provided.
Q: If I don't like the item can I return it?
A: Items can be returned to us for whatever within 7 days of purchasing. They must be in their original packaging and brand new. However the customer is responsible for postage costs and the refund can take up to 10 working days.
Q: What should I do if the items were damaged upon receipt?
A: If you receive an item which is faulty or damaged please contact us within 7 days. We will require a picture of the damaged item to be reviewed before we replace the item free of charge and we will cover the postage costs. If required a refund can be given. The goods must be returned unused and in the original packaging. If a fault develops over time, please contact us and we will do our best to sort it for you.
Q: What could I do if I have not received my refund?
A: Usually you will receive the refund after 5 - 7 business days after we process the returned item(s). If you still not receive it, you could contact your credit card company or our customer service for help.
