FAQ

If you need to change or cancel your order, please contact us as soon as possible. We're able to accommodate changes or cancellations only if the order hasn't been dispatched from our warehouse yet.

To make a change or cancellation, follow these steps:

1. Contact our customer service team immediately through either the Contact Us form on our website or by email at info@secure-fob.com.
2. Provide us with your order number and clearly state that you wish to change or cancel your order.

Please note, if your order has already been dispatched, it won't be possible to make changes or cancel the order. In that case, you may return the item to us in accordance with our Returns Policy once you receive it. Our customer service team is always here to assist and guide you through this process.

Our commitment is to provide you with a flawless and swift delivery experience. Hence, we exclusively partner with UPS to ensure that our products reach you in perfect condition and in the most efficient timeframe.

Once your order is on its way, an automatic email with the tracking number will be sent to you. Additionally, you can log into your account on our website for comprehensive information about your package's status. If you haven't received this email, reach out to our customer service team who will happily assist you with any needed details. Remember to check your 'Spam' folder, as sometimes our emails might land there

At Secure FOB, we strive for 100% customer satisfaction and understand that there may be instances when you may need to return a product. Here's how our return process works:

1. Initiate a Return: To start a return, you need to contact our customer service team at info@securefob.com or through the Contact Us form on our website. Please include your order number and the reason for return in your message.
2. Return Approval: After receiving your request, our team will assess your return request. If your return is approved, we will send you a confirmation email with the return shipping details and instructions.
3. Pack and Ship: Safely pack the item you're returning and send it to the address provided in the confirmation email. It's important to include any original packaging and accessories that came with the product.
4. Inspection and Refund: Upon receiving the returned item, our team will inspect it. If the item is in its original condition, we will process a refund to the original payment method used. It usually takes around 5-10 business days for the refund to appear in your account.

Please note that return shipping costs are the responsibility of the customer, unless the item is faulty or not as described. We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

If you have any questions about the return process, don't hesitate to reach out to our customer service team. We're here to help!

If your package could not be delivered, don't worry. Here are a few steps you can take:

1. Verify Your Shipping Address: Occasionally, non-delivery happens due to incorrect or incomplete addresses. Please check the shipping address you provided during your order placement to ensure it's correct.
2. Contact Your Shipping Carrier: If your address was correct, the problem might lie with the carrier. There could have been an issue preventing them from completing the delivery. If this is the case, you should have received a notice from them. Reach out for more information and to reschedule delivery, if possible.
3. Contact Secure FOB Customer Service: If you are unable to resolve the issue or need further help, feel free to get in touch with Secure FOB's customer service at info@secure-fob.com or via the 'Contact Us' form on our website. Make sure to include your order number and a brief explanation of the problem in your message.

We are committed to resolving your issue promptly and ensuring that your package reaches you as soon as possible. Our team is here to assist you every step of the way.

Absolutely, at Secure FOB, your satisfaction is our priority. If you're not completely satisfied with your purchase, we are here to help.

You can return your item(s) within 30 days of receiving your order if it's in its original, unused condition. To initiate a return, please contact our customer service team at info@secure-fob.com. Include your order number and the reason for your return in your message, and we'll guide you through the process.

Please note that you will be responsible for return shipping costs, and we recommend using a trackable shipping service or purchasing shipping insurance for items of significant value. We cannot guarantee that we will receive your returned item without this.

Once we receive and inspect the item, we'll send you an email to notify you that we've received your returned item. If your return is approved, a refund will be processed to your original method of payment. Please allow some time for your bank or credit card company to process and post the refund too.

Please note that it's important for us to receive the item in its original, unused condition. Any item not in its original condition or damaged or missing parts for reasons not due to our error may not be eligible for a refund. For more detailed information, please refer to our return policy.

The statutory period for a refund is 30 days from receipt of the returned product. However, the reimbursement period doesn’t usually exceed one week.

Yes of course, in such case contact our customer service within the return period that is 30 days after receiving the product .

We're sorry to hear that you received a product that was not as described or is damaged. At Secure FOB, we take pride in the quality of our products and service, and we'll do our best to resolve this issue as quickly as possible.

To initiate an exchange, please follow the steps below:

1. Contact us within 7 days of receiving your item. You can email our customer service team at info@secure-fob.com. Please include your order number, a description of the issue, and any relevant photos of the damage or discrepancy.
2. Our team will review your request and respond with further instructions. If your exchange request is approved, we will provide details on how to return your original item.
3. Upon receipt and inspection of the original item, we will ship out a replacement to you as quickly as possible.

Please note that the returned item must be in the same condition that you received it in. If the item is not returned in its original condition, we may not be able to honor the exchange.

If the issue was due to a mistake on our part, Secure FOB will cover any shipping costs associated with the exchange. If the product was damaged during transit, we will work with the shipping carrier to understand what may have happened and to prevent future incidents.

We appreciate your understanding and patience as we work to resolve this for you. Our goal is to ensure your satisfaction with our products and service.