FAQ

1. Q:What payment method does SmallRig accept?
    A:SmallRig accepts International Bank/Money Transfer/PayPal/Wechat payment/Alipay.

2. Q:Can customer make the credit card payment directly?
    A:No, customer can only choose the credit card payment method through PayPal.

3. Q:Who's responsible to the service fees/bank charges during the international bank/money transfer?
    A:The buyer who does the international transfer will need to pay all the services charges which occur from buyer's financial institution side in advance.

4. Q:What does customer need to do once the bank transfer is done?
    A:Customer is requested to provide the payment transaction receipt/invoice to: smallrig@smallrig.com

5. Q:How long does it take for SmallRig to receive the international bank transfer payment?
    A:Usually it takes 5-7 working days for us to receive the payment. However, it depends on customer's local financial institution's transaction period.

6. Q:How does SmallRig notice customer once received the bank transfer?
    A: Customer will receive the confirmation E-mail of payment received which send from SmallRig Customer Support Team, the order status will directly change from awaiting payment to awaiting fulfillment under customer's SmallRig account, at the same time customer will receive an E-mail about the status changed notification.

7. Q:Is SmallRig product price included GST?
    A:Yes, all SmallRig product prices are GST included.

8. Q:Will there be any import tax on the product?
    A:There might be import tax occurred, all the fees occur in buyer's destination country will need to be paid by buyer.

9. Q:Can customer only purchase the product component instead of the entire product?
    A:Yes, please contact SmallRig Customer Support through phantasmagorical to get the related component product ID, once the payment is done,customer will need to inform Small Rig Customer Support.

10. Q:Can customer customize the logo on the product?
      A:Sure. SmallRig does provide customized logo service with reasonable price.
However, only plain text with no more than 16 characters (spaces included) accepted. Please add product ID 1785 to your order if you need this service, and leave a note in the order with the characters you want to print. Check it out here https://www.smallrig.com/smallrig-logo-imprint-service-1785.html

11. Q:Can the order be canceled?
    A:If the order is under status awaiting fulfillment, customer can contact SmallRig Customer Support smallrig@smallrig.com to cancel the order;
If the order is shipped, the order cannot be canceled.

12. Q:Can the order be modified?
    A:Order cannot be modified once it's placed successfully. However, customer can contact SmallRig Customer Support smallrig@smallrig.com to cancel the order if it's under status awaiting fulfillment then place the appropriate order again.

13. Q:Can the order payment method be changed?
    A:Order payment method cannot be changed if the order is paid successfully, customer can contact SmallRig Customer Support smallrig@smallrig.com to cancel the order if the order status is under awaiting fulfillment then place the order with the appropriate payment method; Order payment method can be changed if the order is placed but not paid yet.However,customer needs to contact with SmallRig Customer Support first to complete the payment.

14. Q:Can the shipping address be changed?
    A:Shipping address cannot be modified once the order placed successfully. However, customer can contact SmallRig Customer Support to cancel the order if it's under status awaiting fulfillment then place the order with the appropriate address again.

15. Q:Can the order shipping method be changed?
    A:If the order is under status awaiting fulfillment, the shipping method can be changed.However the shipping price difference will be re-calculated.

16. Q:Can customer provide PO. BOX as the shipping address?
    A:No. SmallRig does not accept the PO BOX address, please provide the residential address.

17. Q:What does awaiting fulfillment mean?
    A:The order is placed successfully, it's under awaiting to dispatch process.

18. Q:When can customer Pre-Order item be shipped?
    A:Customer can refer to the Pre-Order item product page for the release date.

19. Q:When SmallRig will dispatch customer's order if the order includes both Pre-Order item and the released item?
    A:When PRE-ORDER products are included, package will be shipped when all products are released. Please place the released products separately with the Pre-Order products if immediate shipping is needed.

20. Q:What Free Shipping method does SmallRig Provide and how long will it take to arrive?
    A:SmallRig provides express shipment such as DHL/FedEx as the free shipping method, it usually takes 5-7 working days to arrive to the destination country from the date that the order dispatched.

21. Q:If customer chooses the standard shipment, how long will it take?
    A:The standard shipment usually takes 15-25 working days to the destination country from the date that the order dispatched.

22. Q:Where can customer trace the order tracking information?
    A:DHL:http://www.dhl.com/en.html;
       FEDEX:https://www.fedex.com/en-us/home.html;
       TNT:https://www.tnt.com/express/en_cn/site/home.html;
       UBI: https://www.aftership.com/couriers/ubi-logistics
       Yun Express: https://www.aftership.com/couriers/yunexpress
       Or, for all types of logitic carriers: https://www.17track.net/en

23. Q:What is SmallRig Return Policy?
    A:Please refer to https://www.smallrig.com/privacy-policy/ for more information.

24. Q:When will SmallRig proceed the refund if customer has returned the product?
    A:Once the authorized returned product is got back to SmallRig's warehouse and passed the inspection, the        customer support will proceed the refund within 1-3 working days to customer's account.

25. Q:How does customer get in touch with SmallRig to provide the new product suggestion?
    A:Customer can directly send the new product suggestion by E-mail to smallrig@smallrig.com. Related department will get back to you at the soonest.

26. Q:How does customer get in touch with SmallRig to provide the product user feedback?
    A:Customer can directly send the product user feedback by E-mail to smallrig@smallrig.com. SmallRig customer support will get back to you at the soonest.

27. Q:How can customer get support on how to use a product or to find out if SmallRig product is compatible with some camera?
    A:Customer can directly send inquiry by E-mail to smallrig@smallrig.com. SmallRig customer support will get back to you with the solution at the soonest.