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FAQ---Contact us

At Sourcemore.com, we hope you’ll enjoy your purchase.

Please feel free to contact our customer service department if you have any questions or concerns. We are here to help you with anything from placing orders, delivery questions, product price etc.

Any feedback will be highly valued and will motivate us to keeping on improving to serve you better.

Before email us, let’s check the most popular inquiries for quickest answers.

ORDER ISSUES
I ordered incorrectly, am I able to change an item in my order?

Unfortunately we are unable to make any item changes to orders once the order has been placed. Alternatively, we may cancel the order if the package has not yet begun processing with our shipping department. Please note that once the package has begun processing, and a tracking number has been created, the order will NO LONGER be able to be canceled.

Can I cancel my order?

We are only able to cancel orders before the order has begun processing with our shipping department. Once a shipping label has been created, the order is no longer able to be canceled/refunded. If necessary you may refuse the package at time of delivery. Once we receive the package back at our facility we will be happy to modify or cancel and refund the order.

I received my package, and an item is missing/incorrect. Can you send me the product that I ordered?

If you believe an item is wrong/missing, please contact us immediately. Please send us a complete image of the order invoice and the items you received. Upon reviewing your email, we will handle the case within 24 hours on working days.

What is Pre-order?

All pre-order items are waiting for its first batch. We will ship the pre-order items by ordering date when the first batch arrived. Please note that before ordering that if the site don’t write the exact ETA, the releasing date of the pre-order items may got a little delay.

I forgot to sign into my account before I placed an order, can I link the order to my account and claim my earned rewards points?

Unfortunately, we are unable to link placed orders to existing customer accounts after the order created. Alternatively, we may apply the earned rewards points from your recent order to your customer account on Sourcemore. Please feel free to contact us regarding the matter. We’ll be happy to issue the rewards points to you. Please include the order number along with your Sourcemore customer account info in your initial email.
service@sourcemore.com

I just made an order, can I change my shipping address?

We are only able to change the shipping address before the order has begun processing with our shipping department. Once a shipping label has been created, the order is no longer able to make any change. If necessary you may contact the local post office to arrange mail-forwarding, or to arrange pick-up at your local post office.

I can’t log in my account, how can I track my order?

Try to get your password back by click “ Forgot Your Password”, after you hand in reset password request, you’ll get an email immediately which will help you to set a new password. If you don’t find the reset email in your inbox, please kindly check your spam/junk email. We suggest you flush your catch storage before log in with new password. If you still need help, please feel free to contact us by service@sourcemore.com.

SHIPPING AND HANDLING
I just made an order, when will it be shipped?

We will ship our order within 24-48 hours once the order has been placed, excluding weekends and holidays. NOTE: During the busy holiday seasons or after holiday promotions, the shipment processing can take up to 72 business hours.

I did not receive order confirmation invoice, where it is?

Order confirmation emails are sent within 12-hours after order created. Please ensure to enter a correct/valid email address when checkout. Please also be sure to check your spam/junk folder if it does not appear in your inbox. Please kindly verify all the information before checkout to avoid further issues. If you still can’t find the confirmation invoice, please feel free to contact us and we will check it and provide you with your order number along with the order status.

I was sent a tracking number, but the order shows that it is still in pre-shipment. What is the status of my order?

Shipping labels are created prior to the shipment, which also creates a corresponding tracking number for the package. You will receive a shipping confirmation email at the same time. Please note that this does not indicate that the order has been shipped out. During this stage in the fulfillment process the order will be forwarded to our logistic agency for shipment. In the event that an items in your order is unavailable, you will receive an email from our customer service team to resolve any issues. Additionally, the tracking will update once the package is received and scanned by the courier.

Do you ship orders in discreet packaging?

Yes, we currently ship all orders in discreet packaging with no logos or anything related with affiliation.

RETURNS & REFUNDS
Is there any warranty for the items I purchased from your website?

We offer a 30-day limited warranty for all manufacture defective items. The warranty period will begin once the package has been delivered in correspondence to the order’s tracking history. Please contact us asap if you believe that there are defectives about the item(s) your purchased from our website. The item(s) will be no longer eligible for a refund/replacement after the warranty period.

What is the process if my product is found to be defective?

If you found defective on the product you purchased from our website, please notify us within the 30-day limited warranty period and we will be sure to assist you in the replacement or return process. Prior to contacting us please ensure to include the following points in your email for a quick solution.
Order number
Images/Video of the defective items, clearly showing the issue at hand
A detailed description of the issue you are facing with the product.
Image of the S/N(series number) on the product

Please send the above information to service@sourcemore.com.

Please note that all minor scratches, cosmetic issues, and discoloration are considered normal wear and tear, which are not covered by our warranty.

Can I return items for my entire order back?

Orders placed on Sourcemore have a 30 Day Return Policy. We gladly accepts returns of unopened, unused, undamaged, or defective items purchased on our website for a refund or exchange.
Please refer to Return policy for more details!

PAYMENT & COUPON APPLICATION
Can I use credit/debit card for payment if I don’t get a Paypal account?

Yes, you can make the payment via your credit/debit card as Paypal Guest Checkout.

I got a “Gateway Error” message when attempting to place my order, and a pending charge was posted to my account. Did my order go through? Will you ship my order?

If pending charge posted to your account, it means that the transaction was declined for some reasons. A “Gateway Error”indicated that the card used for purchase was declined due to an incorrect billing information entered at the time of checkout. Please be sure to make the billing information accurately match the information attached to the card (including the name on the card). Please verify the billing information on file with your banking institution. Pending order on your account is not an actual charge. Since the card was declined, we were unable to receive any payments from you. You many contact your banking institution to inquire about the declined transaction as the pending charge is the result of the card issuer holding the funds from your account.

Can I apply a coupon code after placing order?

Unfortunately, we are unable to apply coupon codes to orders after they have been placed. Alternatively, we can reward the discount amount as points to Sourcemore customer account within 24hours. To avoid further issues, please ensure to input your coupon code prior to ordering.

What will happen if an item in my order is found to be Out-of-Stock?

In a rare case that an item you purchased is found to be unavailable during the processing of shipment, our customer service team will contact you immediately to inquire about a possible substitution. We reserve the right to issue a refund for an out of stock items or the entire order if it makes great effects to you.

STOCK & PRODUCT ISSUES
How long does it take to restock an items?

Popular items can be restocked within 2 weeks. However, we do not guarantee that some items will be restocked.

Are batteries included with starter kits and box mods?

It depends on the devices itself. Most of our box mods do not include the battery because of the manufacturers do not included them with the devices. You can check the description in the product listing page before you place the order.

GENERAL ISSUES
Where are you located?

We located in Shenzhen, China.

Do you offer a phone support?

Unfortunately, we do not offer phone support currently. You can contact us on live-chat or via email. Our normal response time is between 24-48 business hours, excluding weekends and holidays.

Contact US

Please make sure to read the common FAQs above for the quickest answers. If you have additional questions, please feel free to contact us via email. We will respond to every email within 24 business hours after we receive them, not include weekends and holidays.

General Information
service@sourcemore.com

Business Information
business@sourcemore.com