Frequently Asked Questions 
 
 
Reseller account

Product Information
•  What products do you carry?

Payment Information
•  What online payment gateways do you use?
•  What offline payment methods are available?
•  How to convert US$ into my local currency?

Order Information
•  When will my order be shipped?
•  How long would it take to receive my items after placing order?
•  What about out-of-stock items?
•  Do you accept wholesale order?


Shipping Information
•  What countries do you ship to?
•  When will my order be shipped?
•  What shipping options are available?
•  How to track my shipment?

Custom Duty Information
•  Who pays for export custom duty?
•  Who pays for import custom duty?

Return Information
•  What products can be returned?
•  What is your procedure for returns?
•  What should I do if the goods received are damaged?
•  Can I request for exchange?
•  What is your refund policy?

What products do you carry?
We carry a large collection of PC Accessory, MP3 Player and so on.

What offline payment methods are available?
We also accept Wire Transfer, West Union. If you want to use any of these offline payment methods in placing your order, please tell us in advance and we will activate this payment feature for your account.

To pay by Wire Transfer, please remit your payment to:
Account Holder: CROSS MARK COMPANY
Account Number: 01268892120018
Bank Name: BANK OF CHINA (HONG KONG) LIMITED
Bank Address: NO.2, 1/F SHATIN GALLERIA, 18-24 SHAN MEI STREET, FO TAN , N.T., HONG KONG
Swift Address: BKCHHKHH
Note: The customer shall be responsible for the bank remittance charges. Please timely email to sales@cross-mark.com the payment details for us to check your remittance.

To pay by West Union, please contact us for payment detail information:
Note: Please timely email to sales@cross-mark.com the following information, we will catch time to process your order for delivery ASAP:
- Money Transfer Control Number
- Sender's Full Name
- Amount and Currency
- Cross Mark Order Number

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How to convert US$ into my local currency?
You may convert the currency at http://www.xe.com/ for reference. Your credit card will pay us in US$ and charge you in your local currency with a slightly different exchange rate at time of transaction.

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When will my order be shipped?
All stock merchandise will be dispatched for shipment within 1-2 working days of receipt of payment. You will be notified via email of shipment status. Our available shipping options are (1) Registered Air Parcel by Hong Kong Post (2) Speedpost EMS Delivery (No PO Box Address); or (3) UPS Delivery, or other, depending on type and weight of merchandise and your location. The related tracking number will be sent to your registered email address as soon as your package is shipped out from our warehouse.

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How long would it take to receive my items after placing order?
The total time required would be order processing time plus shipping time. A rough estimate for delivering to any major city in the world would be as below:
Stock Orders with Hong Kong Post Air Parcel Shipment: ~ 15 working days
Stock Orders with Speedpost or UPS Shipment: ~ 3 to 5 working days

The shipment period may be longer for some countries, and it may delay by destination customs processing, please refer www.hongkongpost.com and www.ups.com for detail.

NOTE: For request of urgent delivery, please specify when ordering and we might be able to shorten the lead time if condition permits.

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What about out-of-stock items?
We make every effort to keep a good stock of all the items on our site. Occasionally, a high-demand item may go out-of-stock. If we are out-of-stock of an item you ordered, we will notify you via email. You may cancel any unavailable merchandise or have a back-order entered at that time.

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Do you accept wholesale order?
Yes, we accept wholesale order. Our price will be lower according to quantity.

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What countries do you ship to?
We will ship to all worldwide countries.

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How to track my shipment?
Once your order has been shipped, we will provide you a tracking number, please enter this tracking number at relevant site below to track your shipment:
Air Parcel: http://www.hongkongpost.com/
Air Parcel: http://www.usps.com/(USA); http://www.postoffice.com/ (Rest of the World)
EMS: http://www.usps.com/(USA); http://www.postoffice.com/ (Rest of the World) UPS: http://www.ups.com/
DHL: http://www.dhl.com/
FedEx: http://www.fedex.com/

Note:
1. Air Parcel: En-route tracking service is not provided but delivery information only when your local post office dispatched the parcel. Please be patient as the delivery might take 10 or more working days for its arrival.
2. EMS: En-route tracking information is available once the parcel arrives at destination country.
3. UPS/DHL/FedEX: Full en-route tracking information available once we released the parcel.

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Who pays for export custom duty?
We will be responsible for all export custom duty on our side.

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Who pays for import custom duty?
Import custom duty is usually paid by the customer.

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What products can be returned?
All merchandise is guaranteed to be of the kind and quality shown. We accept returns with NO reasons, except the followings are not subject to return:
•  Custom-made and alteration items;
•  Personal name imprinted items;
•  Discounted and bargain items;
•  Items purchased over 30 days from date of shipment;
•  Exchange and replacement items;
•  Items not in original condition as when purchased. This includes wear, alteration, or washing.

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What is your procedure for returns?
Please Contact Us before you arrange to return, our customer service colleagues will give you full return instruction and might also give you some useful advices. No returns without prior approval. All returns must be carefully packed in the original packaging and shipping cartons with all shipping charges prepaid with tracking number. We will process your return once received, but you are responsible for any misfortune during shipping.
NOTE: All unauthorized, "freight to collect" or suface mail returns will be refused and no credit will be issued.

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What should I do if the goods received are damaged or missed?
All products are carefully wrapped with utmost care to ensure a safe delivery to its destination. In case of damage during shipment, please file your damage claims to the delivering courier immediately, and notify us within 72 hours of receipt of damaged/missed merchandise with actual weight(NOT the weight show at the fright form)by you.

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Can I request for exchange?
If you request for exchange, we will only replace you the new item upon receipt of your returned unit. All replacement items are not subject to further exchange or refund.

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What is your refund policy?
Cash refund for any authorized return other than for damage or error on our part. You have a choice for full sales credit refund for all authorized returns including damage or error on our part. Shipping charges and taxes are not refundable other than error on our part. Buyer would pay the return shipping fee.
NOTE: All unauthorized, "freight to collect" or suface mail returns will be refused and no credit will be issued.

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