FAQS

How does KOMBATT ship your order and how long does it take to ship ?

KOMBATT warehouse is located in China. Your order will be shipped from those warehouses according to your selected delivery address and the availability of your items.

You can see shipping and delivery page to get more details.

How do I return an item?

1. Please reach out to KOMBATT customer support to initiate a return. Please state the reason for return; Please note that returns without customer service authorization will not be accepted, and the return address given by us shall prevail
2. KOMBATT support will share the corresponding return address with you within 24 working hours.
3. For the refund to be processed in a timely manner, please be sure to send a return notification to KOMBATT support with the following information:
   Name of the courier
   Tracking number

One or more items are missing when I open the package. What can I do?

Below please find enlisted some of the most common reasons:

1.  The order was split: check if your order has been split on the My Orders page of your account;
2. You ordered from different warehouses: if you have placed an order from different warehouses, you will receive the products separately;
3. We made a mistake: on rare occasions, an item may not have been placed in the right package;
4. The parcel was damaged or some items were removed: your package may have been opened or damaged during its delivery. It is also possible that one or more items have fallen out.

If the status of your order shows that it was not split, you could direct go to the live chat asking assistances or do not hesitate to contact us.

Does it come with a warranty?

The warranty is 1 year, but extended warranty is available.

Why do i need to verify my payment on my order?

We apologize for any inconvenience. It is required by your bank, please kindly have a check with them. Also please check your email and reply with the requested documents if necessary.

Thank you for your understanding and cooperation.

What kind of payment methods do you have?

We support Credit/Debit Card , PayPal and Online bank transfer(connect customer service). Usually, customers pay orders with their cards and PayPal.
Notes: KOMBATT accepts Visa, MasterCard, American Express, Google pay, Apple Pay.

Why was I charged twice? 

Please do not worry. We would love to sort this out for you. You may have placed an order more than once. Please check 'My orders' and you will see all the paid orders. If you do not see any duplicate orders, please contact us. directly. We may ask for screenshots of the bank charges along with any account information.

I don't know how to use this product. What can I do?

1. Please Subscribe KOMBATT Youtube, there are many operation videos
2. Please check on the listing page
3. Contact us for help.

What if my item/ package arrives damaged?

When you receive your item, please check your item carefully. If the package appears damaged, 
please complete the following steps:
1. Take a picture of the damage
2.Then please email us at susanwangjiao@gmail.com immediately and attach the photos.
3. We will contact you directly with the next steps.
4.DO NOT throw away the boxes or packaging materials, otherwise, your claim will not be honored by the shipping company.

Does KOMBATT check the products before shipping them to me? 

Yes, for sure.
We have a professional Quality Control team. 
They will check carefully for each item we received from suppliers and manufacturers to avoid sending defective goods to our customers.
If an item is found defective in our QC test, it will be returned to the supplier / factory. 
So please don't worry about receiving a defective item because we are committed to being a trustworthy and reliable seller on international on-line shopping market.

Can couriers deliver to remote areas or isands?

Yes, wherever you are, we will be able to deliver the products to you. FedEx or DHL might in some cases apply a nominal "remote area charge".  This is very rare but can happen when your delivery address is too far from the main logistics centers and only express shipping can reach there. If your address is located in a remote area for the courier of your choice, we will contact you to discuss the issue. 

I ordered more than one item. Will they all be delivered at the same time?

We try to make sure all your items reach you at the same time. Sometimes our products are not always sent together since different shipping options can be used, depending on the product stock location, size, weight, ect, please go to contact us section to see exact shipping.

How long dose it take to have my orders shipped after the payment is made?

1).Processing time 1 or 2 business days normally.
2).The delivery time of pre-sale orders is subject to the information on the page.
3).Some unavoidable external factors like COVID-19 may cause delays in delivery
If you don't receive any shipping confirming over three days after the payment is made, please contact us to check.

4).Please refer to the Shipping & Delivery for details.

Why haven't I received the logistics tracking number?

The logistics tracking number will be sent to the mailbox or upload to your order where you placed the order 2-3 days after you place the order. If you still do not receive the email, please check whether the email account you filled in when placing the order is accurate or contact us for help.

I didn't receive a confirmation email after ordering, has my order gone throught?

1. please check your Junk folder as it might be waiting for you there.
2. please check if the email you put in our website is right to receive order confirmation.
3. Please enter a valid email when you register and verify your email address for order confirmation, shipping notification, emergency contact, etc.
4. If you find wrong email was filled, please contact us to correct it in our system.

Can I refuse to get my package?

No, rejecting a package can easily cause it to be lost, except in the case of customer service authorization. If you reject a package privately, 
1. Free shipping orders: KOMBATT will deduct 20% of your order amount to compensate for the loss of shipping costs.
2. Express shipping orders: KOMBATT will deduct the shipping fee you paid, and returning shipping fee and tax fee are responsible by you. 
3. Some refused parcel can arrive our shipping service's overseas warehouse, if you still need it, just need to pay shipping fee EUR8 of for resend parcels 
4.KOMBATT will not issue refunds if local customs dispose of rejected packages.

How can i track my order status?

1.After the goods is shipped, a shipping notice email will be sent to you. Please pay attention to check your parcel. It will contain the tracking number and tracking websites if the order is tracked.
2. Air mail with tracking number: https://www.17track.net/e

3. If none of them can help you track the goods well, please contact us.

Can i change my address?

1. If your order has not been shipped out, we can change the address for u/ but if it has been shipped out, we can not change it anymore. All orders completed before 9:00 am GMT+8(Mon-Sat) will be shipped on the same day as ordered.
2. If the parcel was returned due to wrong address/buyer reasons but can be resend, you will need to pay for the resend shipping fee of EUR8, thanks for understanding.

I can’t find a product on your website anymore is It still available?

If an item is no longer listed it is likely it has been discontinued or your search way is wrong, you can search by product keywords, model name, SKU to find it; however if you really liked something and you can’t find it anymore. Details, please contact us to get more information.

I am from an EU country, do I need to pay VAT fee?

If you purchased goods from a shipping place located in the EU, this part of the tax is borne by the seller since the goods are already in the EU, so you don’t need to pay any additional taxes after purchase.

If from China, It depended on which shipping you choosed.

1.    free shipping: our price includes VAT, you will not have trouble to be charged
   2. express shipping fee: Import duties may be charged and buyer is responsible for this，you may further check with relevant tax/customs authority to learn more about this. but as our past experience, most of orders will not have tax problem.

Please note that ALL import taxes / duties are the buyer’s responsibility. KOMBATT is not responsible for any tax invoice charged on its products.

Is free shipping?

KOMBATT provides 3 shipping options for your choices (Some remote countries and islands are only available for express delivery)

1. Free shipping: coverage to 98% of cities and countries with 7~15 days shipping time.
2. Express shipping: pay for 3~7 days shipping time. (Connect customer services)
3. Overseas shipping: pay for your local shipping with 2~4 days shipping time. (Connect customer services)

Express freight varies from products, warehouses, destinations and the shipping method you choose. it is difficult to have a fixed freight. You can view specific shipping charges on the product page or at the checkout page.

Please take a note that So far KOMBATT open business in United States, United Kingdom, Canada, Australia, New Zealand, Singapore. All these countries mentioned above, KOMBATT offers free shipping services.  

Countries or regions not mentioned above are temporarily undeliverable.

Why haven't I received my refund yet?

After you send the email, our customer service staff will reply to your email promptly during office hours. If you do not get a reply, maybe the email will be bounced due to the reason it was sent. Please try to send it again. We will do our best to solve your problem.

Why did my order payment fail?

Please ensure that your card details and personal information have been entered correctly.
Below are some of the most common reasons for why your credit card was declined:

- You did not honor your credit card issuing bank;
- The funds in your card are not sufficient to complete your purchase;
- The card has expired or the new card has not been activated yet;
- System section time-out;
- Your card has been stolen or is lost;

Can’t see the credit card option?
Payments with a credit card are only activated for specific countries our intermediaries operate in. If you cannot use a credit card, you can still select other payment methods, like PayPal.

We do not have access to your credit card information, and thus we suggest you complete the transaction with another credit card or payment method if the problem persists or contact us for help.