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FAQs

FAQs

Order Information

What is my order status?
The status of your order is easy to find.
  • Check your e-mail. You were required to enter an e-mail address during Checkout. You will receive e-mails at your address keeping you up-to-date about the status of your order.
  • Visit the website. Sign In to your account at iGearUSA.com 24 hours a day. You may view information about your most recent orders (including tracking information unless you selected free shipping) as well as past orders.
  • Contact us. If you still have questions about your order, please contact us via e-mail.
What payment methods do you accept?
We accept Visa, MasterCard, American Express, Discover and PayPal only. You can safely enter your entire credit card number via our secure BigCommerce, which encrypts all submitted information.

How will the charge show up on my credit card?
The charge will appear on your credit card as iGearUSA.com or iGear, inc.

Do I have to pay sales tax?
We charge applicable sales tax for orders shipped to Nebraska. Sales tax is automatically computed on both product(s) and shipping costs. We will gladly credit sales tax for government institutions. Just fax us a copy of your tax-exemption form with an address matching your order's billing or shipping address at: 402-201-2007. Please include a copy of your receipt or your order number.

What address should I enter in the billing information screen?
For credit card verification, you must enter the address exactly as it appears on your credit card statement. You do not need to enter a middle name or initial.

How do I enter a shipping address?
The order form will ask you if you would like the product shipped to the same address as your billing address. If you do not want the product shipped to same address as your billing address please select "No" and you will be prompted for shipping information after you hit the submit button.

Should I put spaces or dashes in the Credit Card number?
No. Your card number should be entered in as a continuous string of numbers.

Why are you not accepting my credit card?
There are many reasons for a failed credit card transaction. Your card may have expired or reached its limit or a credit card computer, either on our end or your bank’s end, may have encountered a machine error. If you do have problems, you can contact Customer Service 24 hours a day, 7 days a week (click here). Please provide them any error message numbers you may have received, as well as the order number from the shopping cart.

Shipping Information

Has my order shipped?
We deliver your package through international couriers like Air Mail, Registered Air Mail, EMS, Fedex, UPS and DHL. Customers can choose the shipping method they like.  Friendly reminder: we have mutliple warehouses, so we may deliver it via different couriers and your order may arrive at different times in more than one package.  

When can I expect my order to arrive?
Air Mail: Most shipped packages will be delivered to you within 7-15 business days from the day they are shipped.  Note: There is no tracking number for air mail.
Registered Air Mail: Most shipped packages will be delivered to you within 7-15 business days from the day they are shipped.
EMS: Most shipped packages will be delivered to you within 5-15 business days from the day they are shipped.
Fedex: Most shipped packages will be delivered to you within 2-5 business days from the day they are shipped.
UPS: Most shipped packages will be delivered to you within 2-5 business days from the day they are shipped.
DHL: Most shipped packages will be delivered to you within 2-5 business days from the day they are shipped.

How do I get my tracking number?
If you selected free shipping, you will not get a tracking number.  You will be sent a confirmation email once your order has shipped, but you will not be able to track the package.  If you selected the tracking number, you will automatically be sent a confirmation email when your order has been processed and shipped. You can check the status of your order by clicking on the link in the confirmation email.  Tracking numbers can be tracked only after they are entered into the carrier tracking system, usually at the end of each business day.



Do you ship to my country?
We do ship internationally, however our FREE SHIPPING PROMOTION does NOT apply to INTERNATIONAL orders.

When will my back order ship?
Although we try to maintain inventory of all products in the warehouse, occasionally an item will be back ordered. Normally, the product will become available within a week. You will receive e-mail notification as soon as the product ships. As a reminder, your credit card will not be charged until your order has been shipped.

Can I change my shipping address?
Unfortunately, you can not change your shipping address after your order has been submitted. The order is immediately sent to the fulfillment agency and can no longer be changed by our system. If your package is not successfully delivered, it will be returned to the warehouse and a credit will be made to your account.

Can I change my shipment method?
Unfortunately, you can not change your shipment method after your order has been submitted. The order is immediately sent to the fulfillment agency and can no longer be changed by our system.

Technical Assistance

I need technical support for my Product.
For assistance with issues such as setup & how to use of your product, please contact technical support at Info@iGearUSA.com

Why do I need to accept cookies?
Cookies are placed on your browser for your convenience, and the Commerce System used is cookie dependent. When you place an order, information is written onto your hard drive. The next time you place an order, the system recognizes who you are and automatically enters your information into the form.

Because cookies read information on your hard drive, some think this means they give access to all the information on your computer. Our commerce system encrypts all cookies and they cannot be read by any other web page. The cookie actually contains no personal information, just a unique identifier for our system to recognize this browser.

Are cookies a security risk?
No. Because cookies read information on your hard drive, some think this means they give access to all the information on your computer. Our commerce system encrypts all cookies and they cannot be read by any other web page. The cookie actually contains no personal information, just a unique identifier for our system to recognize this browser.

How do I set up my browser to accept cookies?
If you're using Internet Explorer, go to the View menu and select Internet Options. Within the Internet Options window, select the Advanced tab at the top right, scroll down until you see a selection titled "Cookies" and make sure the "Always accept cookies" box is checked.

If you're using Netscape Navigator, go to the Options menu and select Network Preferences. Within the Network Preferences window, select the Protocols tab. There is a heading titled "Show an Alert Before" and a check box next to a selection titled "Accepting a Cookie". If this is not checked, you will automatically accept cookies without being warned by your browser.

Privacy & Security

What is your privacy policy?
We utilize BigCommerce Merchant Solution for our e-commerce operations. Click here for their privacy policy.

Return and Cancellations

What is your refund policy?
iGearUSA.com offers a 30-day money back guarantee of all products.

How do I cancel my order?
Orders placed by credit card may only be cancelled the day they were placed and only if the order has not yet been sent to the fulfillment house. The time window for cancellations is very short. If you need to cancel your credit card order please click here and we will do our best to assist you.

How do I request a refund?
To obtain a refund for physical product(s) purchased online, you need to email Customer Service to request a refund. You will be instructed on how to return your physical merchandise and once we receive it and validate its contents, you will receive a credit on your credit card.

When will the credit appear on my card?
Your refund credit will appear on your card within 5-7 business days of us receiving your physical product at our warehouse.

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