Troubleshooting
- I Can't Log In
- I paid for an order and the order was canceled, why?
- I want to cancel an order placed wrongly
- How Can I Return A Faulty Item?
- Do You Have A Guarantee Or Warranty?
- Canceling an Order
I Can’t Log In
Please follow the following instructions:
Check your login details. Your login username is the email address you used for registration.
It might be a problem caused by InTheOutlet.com system maintenance - Please wait 30 minutes and try again.
Ensure that cookies from www.intheoutlet.com are accepted in your browser (Internet Explorer or others).
If nothing works please submit a ticket, our customer service will help you solve it out.
TIP: If you're not sure if the problem is with us or you, please test logging in with a different set of computer, or try different browsers.
If you made a mistake when you registered, and you can't access your account, and you've never made any orders, it might be quickest to just use the registration to sign up again for a new account.
I paid for an order and the order was canceled, why?
Why was my order cancelled? Why did you refund my payment?
If we returned your money to you and closed your order, it is most likely because we were unable to verify your payment, or the products you want ordered are out of stock. In most cases, our customer service staff will contact you by phone or email to discuss the matter with you, but if we can not get in touch with you within 5 days time after we receive your payment, we will automatically return the funds to you. It is our responsibility to ensure the safety of your money and purchase order.
Possible reasons for refunding money are:
- PayPal account name and address does not match your order's shipping address, and there was no response when we try to contact you.
- The products you ordered are out of stock (we usually keep our inventory stocked and updated), and there was no response when we try to contact you.
I want to cancel an order placed wrongly
1. - CANCELLATION BEFORE PAYMENT
If you have not paid for your order yet, there is no need to contact us to cancel it. We receive hundreds of 'test' orders each day which our members are using to quote certain cart contents and save the invoice for later references.
We ignore all orders until a matching payment is received. So if you haven't paid, don't worry, we are not processing your order.
You are under no obligation to follow through and pay for an order just because you checked out your shopping cart online.
If you want to do test orders to save certain invoices for later you are welcome to do this.
If your order is more than a week old please note you may not be able to "reactivate" it by sending a payment, because the prices of the items may have changed as well as the shipping rates and currency conversions. You may need to repeat the order with a new cart.
2. - WITHDRAWING AN ORDER AFTER PAYMENT
If you have already paid for an order and want to cancel it, please contact us as soon as possible.
If you are uncertain about something in your order and you wish to change it, please contact us and put the order on hold while you decide. This will stop the packaging process so you still time to make changes.
If the package has already been delivered we cannot cancel or change the order.
If you want to cancel an order because you are ADDING further products, but not canceling the previous items, simply contact us and we will process it, usually for no extra fees.
If the order is in an early processing stage you may be able to change and cancel it. You can ask for a refund or keep your payment as a credit.
How Can I Return A Faulty Item?
Before returning goods, please contact us first to discuss the issues you are having. 90% of the time we are able to sort out the problem by giving technical support, without you having to send anything back.
If there are irremediable defects with the devices, you can return them back to us for repair or replacement under our twelve months warranty.
Please email our Customer Service Department at:sales@intheoutlet.com , we will offer you a return code (e.g. RETURN10208) and our return address, along with additional important instructions.
Generally we advise you to return faulty goods by sending them through the Post Office rather than using couriers like DHL, UPS, and TNT. Normally it will take 2 weeks to return goods to us by Post Office.
If you did not buy your product directly from InTheOutlet.com, you will need to contact the vendor who sold it to you.
TIP: Please do not send faulty goods back without discussing with us. It is very hard for us to handle a package without any necessary order information. We will also give you some instructions for returning goods from your country to China.
Do You Have A Guarantee Or Warranty?
All products available on InTheOutlet.com are hand picked for their excellent designs and proven hardware reliability. The quality of our products is guaranteed.
We check all of your orders during the packaging stage to ensure that the right accessories are included, and that the adapters (if your product requires one) and other standards are correct for your country.
We have a Q&A team who tests your ordered products to make sure they function correctly before they are packed and sent to you. This is done in addition to the normal quality assurance checks all products must pass in the factory line.
All our products are covered by a 15-DAY WARRANTY, for return, repair or replacement.
In essence this means that faulty products can be returned to InTheOutlet.com for zero additional fees. We will make the repairs or instantly replace your shipment and send them it to you right away.
Canceling an Order
Cancel Your Order Before Payment
If you have not paid for your order, there is no need to contact us to cancel it. We receive hundreds of 'test' orders each day which our members are using to quote certain cart contents and save the invoice for later reference.
We ignore all orders until a matching payment is received. So if you haven't paid, don't worry, we're not processing your order. You are under no obligation to follow through and pay for an order.
Note: If your order is more than a week old you may not be able to "reactivate" it by sending payment, as prices, shipping rates and/or currency conversion rates may have changed. In this case, simply reorder your item.
Cancel Your Order After Payment
If you have already paid for your order and want to cancel, please contact us as soon as possible:
Change Your Order After Payment
Please contact us and put the order on hold while you decide. This will stop the packing process so you still have a chance to make changes.
To add Items to your order without canceling any previous items, contact us. There is no charge for this service.
Note: If the goods have already been delivered we cannot cancel or change the order.If you cancel an order both full refunds or InTheOutlet credit are available.
