FAQ 
FAQ
FAQ (Frequently Asked Questions)
About-Us Product Order Shipping Payment Account After-sales- services Drop Ship
Q10.Why did you name the web site as onThesource.com?
A10.Good question really! onThesource.com is like a guider to make all on the way to source what they are eager for or looking for.
Q11.What is the goal of onThesource.com?
A11.onThesource.com endeavors to make global people retail products at wholesale prices from China directly.
Q12.What are advantages of onThesource.com?
A12.Hope the following articles can make you know more about us.
1>No mini order here. Every product can be ordered from 1 unit.
2>Reliable product quality. All products have been tested again and again, no matter when they are in factories or in our warehouse.
3>Lower prices here. All products are from local or nearby factories that will help us to reduce expense and feedback more profits to our customers.
4>Secure payments. You can choose PayPal which boasts its security and instant rate worldwide. Moreover, you can pay via Western Union or Bank Wire Transfer if you don’t have PayPal account.
5>Fast and safe delivery. We will send products out by express way or Air Mail. Doing business with onThesource.com is very smooth beyond you can image.
6>Long term warranty here. Every product will enjoy one year warranty period here.
7>Professional and customer-oriented pre-sales and after-sales services. You will be satisfied with our services since doing business with us. Definitely, onThesource.com regards customers as our patrons.
In a nutshell, you will discover more advantages of onThesource.com if you do more businesses with us over time.
Q13.Can I absolutely trust onThesource.com?
A13. To be frank, it is a risk to do international businesses especially with a new-known supplier. What onThesource.com looking forward to is a long and constant relationship with global customers basing on mutual sincerity and trust. After doing one business with us, you will be heavily impressed with our good product and professional, considerate and customers-oriented pre-sales services and after-sales services. Tips: Many companies do well in pre-sales services, but they are always frowned at encountering problems with customers or sold-out products. Please rest assured that onThesource.com never queue up that list.
Q14.Who would you like to serve?
A14.OnThesource.com always be glad and honorable to serve all people, no matter you are a tremendous wholesaler, a middle size retailer or even you are a final consumer.
Q15.What is your working time?
A15. Generally, we are trying to provide 24/7 services except for the most important Chinese traditional festival—Spring Festival.
Q16.Why do you use a Gmail mailbox?
A16.Owing to the limitation of so-called enterprise mailbox, we would more likely to adopt Gmail mailbox to communicate with our customers without any obstacle or any delay. Because the volume of Gmail mailbox is unlimited, consequently, it can send and receive big attachments freely.
Q17. How to contact you in time?
A17.Owing to time differences, the preferable communication way is Email. We will reply you as soon as we read it. Furthermore, please contact our customer service staff at 0086-755-81718085 in English language.
Q21.What is the main brands of products on your website?
A21.They are not as famous as so-called world famous, but they boast their good qualities and featured prices. We think that is also one of the key advantages of onThesource.com.
Q22.Are all your products brand new?
A22.Sure, we ONLY distribute brand new products if we don’t descript exceptionally.
Q23.Do you check my products before sending out?
A23.Sure, we always regard good quality as our service core. We will test your products carefully including all accessories.
Q24.What electricity plug you will send to me if I order a cell phone?
A24. Don't worry. We will help to alter the electricity plug to a appropriate one in terms of your local standard, and this service is free.
Q25.How can I acquire solutions about my products?
A25.Please jump to technique document page where you will find the most common solutions
Q31.What is your MOQ?
A31.MOQ is short for Minimum Order Quantity. Every product starts from one piece (unit). Of course, more units you order once, less unit price you will enjoy.
Q32.What is my order status now?
A32.Generally speaking, one complete order will go through the statuses below.
Pending>>Processing>>Ready to Ship>>Dispatched
Pending: Every order will start here. Buyers have not paid for the order yet, or we (onThesource.com) have not checked the payment record yet.
Processing: Buyers have paid this order already. Or we think it is a legal order, so that we can handle it soon.
Ready to Ship: After checking with our logistics department, the products have been packaged, and the parcel will be sent out in 4 to 6 working days.
Dispatched: We have passed the parcel to express staff, we will change your order status into Dispatched, and you will be informed a tracking number by Email notice. The order has been finished here.
Besides, your order may be changed into other statuses below.
Discussing Processing: If the product can not work in your country or the goods is out of stock or other unforeseeable reasons, we will contact you actively by Email for further order details.
On Hold: If we think the order you paid by PayPal is illegal, we will change your order into On Hold to stop processing. Owing to the shipping address is not matching with your PayPal verified one or your PayPal account is unverified. We will refund to you if we can not accept the order after checking with PayPal center, if we forget to update your order in 10 days, please email us to remind the refund.
Returning: If your products have met faulty, and you have consulted us for RMA (Return Merchandise Authorization) information, we will make your order status into Returning.
Repairing: After receiving the returned parcel, we will do with it in terms of the solutions negotiated well beforehand.
Resend: We re-send the parcel to you after testing cautiously, and also, you will be informed with a new tracking number.
Cancelled: It will happen when we can not accept your order, or you applied to cancel it before sending out.
Q33. How to cancel my order?
A33.If you have not paid for your order yet, please will not pay for it and ignore it. Or else, you must contact us urgently within 2 days after paying to stop shipping products.
Q34.Could I place an order and do not pay for it?
A34.Sure, you can. Your order will be kept in pending status until receive your payment. Besides, we will not handle orders whose status is pending.
Q35. How can I find out my order number(s)?
A35. Two solutions.S1>Sign in your account, and you will view it in order history. S2>If you paid via PayPal, please check Invoice ID which is the same as order number. If in vain, please contact us.
Q36.May I place bulk orders?
A36.Certainly, you can. However, we highly recommend that if you want to order a large quantity of some products on our website, you’d better firstly place a sample order to test, if everything is ok as you expect, let us negotiate further the bulk order.
Q41. How will you ship my parcel?
A41.That depends on your option. Our forwarder fellows include Air Mail, EMS (Express Mail Service), DHL, UPS, TNT and FedEx. They have different advantages in different customs.
Q42. When will you ship my order out?
A42.We will ship your order out within 2 working days since receiving your full payment. To old customers, we will try to send orders sooner.
Q43.Should I pay the imported taxation?
A43.Sure, importers should be responsible for the imported parcel taxation or duties. However, onThesource.com will declare lower value on Commercial Invoice than the real price to make importers get the parcel easier at lower expense.
Q44.Could you specify features among different deliveries respectively?
A44. Please click here to redirect to Shipping | Delivery page, you will become a minor logistics exporter after studying that.
Q45.Will I acquire one tracking number after the parcel is sent out?
A45. Usually, we will send the tracking number to your mailbox as soon as we dispatch your parcel. If you did not get it, please log in your onThesource.com account to view or contact us directly.
Q46.How to calculate the freight cost of these products to my location?
A46.Choose products into your cart>>View cart>>Estimate shipping cost>>Choose the country from drop list>>Estimate.
Q47.What should I do when I do not get full products or even worse do not get the entire parcel?
A47. If you find any discrepancy, please collect some proven files, such as the photos or documents and contact us timely by Email.
Payment
Q50.What payments you accept so far?
A50. PayPal, Western Union, Bank Wire Transfer (T/T) and Escrow(bulk orders).
Q51.Can you accept Credit Card payment?
A51. Certainly, we accept VISA and MasterCard credit card. However, it has been integrated into PayPal already; you must log in your PayPal account to continue the credit card payment.
Q52.Could you specify the three payments features respectively?
A52. Please redirect to Payment page, you will find detailed answer there.
Q53. What currencies do you accept?
A53.USD dollars are the default currency. Besides, you can pay with Britain Pound, Euro, Canada Dollar etc.
Account
Q60. How to sign up for free?
A60.The registration is completely free.
Q61.How can I retrieve my lost password?
A61.Click "forgotten password" and input the email address, you will find back it in your mailbox. Or contact us, but some essential information you should provide.
Q70.How long is your warranty period?
A70. One year. It will be calculated from the date when you get the parcel. Please refer to the courier website.
Q71.How can I fix or repair my faulty product?
A71.If you can not solve it under our instructions, and the product is still in the warranty period, we will give you RMA information to help you send it back to repair.
Q72.Is it complete free if my products meet some faulty in warranty period?
A72.If the problem is not caused by you, the service will be free, or else, if it needs to change some parts, the factory will charge you the part cost without any profit.
Q73. What should I do to get a refund?
A73.If the faulty is caused by onThesource.com, we will be responsible for it, or else, theoretically, we can not accept refund but to repair or to exchange goods. Please view Return | Refund Policy.
Drop Ship
Q80.Could I do Drop Shipping business with you?
Q80.Sure, we will be pleased to do that. Please view here for details.
OnThesource.com endeavors to make global people get the most satisfying products at lowest costs in the shortest time from China directly. Please read more about Drop Shipping Business.
Q81.What should I do when my answers can not be found above?
A81. Please feel free to send your questions concerning about onThesource.com by email to onthesource#gmail.com (please change # into @), our customer service staff will help you in the shortest time.
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