FAQ

Orders

    Q: Why my coupon code is invalid?
    A: Please note that the coupon code cannot be applied to those products which are ON SALE in our store.
     
    Q: How do I get a quote for items?
    A: If you require a quote before your purchase can be completed, please send the SKU and quantity of the items you plan to purchase to our email at service@sunfounder.com. After receiving your mail, we will have a specialist to follow up with your business.
     
    Q: Do I need to provide a tax ID when I place an order?

    A: If you come from Brazil, Argentina, India, please provide us your tax ID. The customs may not release the package in these three countries if there is no tax ID showed on express waybill.

    Brazil: CPF (for person) or CNPJ (for company) number

    Argentina: Tax/VAT number

    India: GST No and IEC code

    Please note: If you come from India and place the order for the first time, please upload KYC document when you receive tracking number. According to the request of customs, please go to www.dhlindia-kyc.com and upload KYC and POA documents. And do pay attention that please do remember to leave email address or phone number in the receiver’s contact line. Please complete the above instruction ASAP in case of any delay or return.

    Q. How can I track my order?
    A: You can track your order when the status of the order is 'Complete' or contact us via email for the tracking number.
    Once your order is 'Complete', you will receive an email from us. In this email, there will be the shipping information for your order, as well as the carrier.

    Q. How do I change my delivery address?
    A: Please contact us as soon as you realize that you need to change the delivery address, as we cannot change the address once the order is shipped out. Click Contact US or email to service@sunfounder.com

    Q. How do I cancel my order?
    A: Please contact us as soon as you realize that you need to cancel the order. Click Contact us or send email to service@sunfounder.com

     


    Shipping
    Q: How much will it cost to ship my order?
    A: We will ship the orders to most countries (Not All) in the world with free shipping. When you click to the 'check out' page, you will see if the free shipping method is available or not. For the shipping method and shipping time, please check Free Shipping

     

    After-Sales
    Q: Items are missed from my order, what can I do?
    A: Possible reasons:
    • Order Split Shipped: Check your order whether it has been split shipped. Click Contact Us.
    • SunFounder made a mistake: On rare occasions, an item may be missed during packaging.
    • Parcel damaged or items removed: The package seems modified or damaged and items may have fallen out.

    If you have checked, there is still something missed. Please take photos of the items that have arrived and email what is missed to our Customer Service, including your order number and the parcel label.

    Q: Item is not as described.
    A: If the item received is not the one you ordered or not as described, you can choose to keep the item at a discounted price or request a replacement or a full refund by contacting us.

    Q: How do I return an item?
    A: After receipt, consumers can apply for return within 15 days. Please click Contact Us or mail us by service@sunfounder.com for help. Please note we can only accept the returns of UNOPENED kits and products. Customers are responsible for the return shipping costs unless the product is damaged on arrival or defective. We will charge a 5% fee for re-inventory if the returned item values $500 or higher. For any issues, feel free to contact us and we'll try our best to help you!

    We will process the refund for you within 2 working days after receiving your returned items. Refund time is around 2-3 working days, and the refund will come to your account according to your original payment method.