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FAQ

 

   Please take a picture or screenshot of the problem you met and send it to customer@beamnova.com

Pre sales questions

Over 95% package is delivered within 2-5 days.

Visa, Master, and PayPal payment.

For security purpose, your credit card payment might not be go through. We will contact your credit card issuing institution to verify your payment. Please try again after the verification has been done.

You will receive a Paypal invoice from sales@BEAMNOVA.com when your order is not completed. Paypal invoice will also accept credit card (Including Visa, MasterCard, American Express, Discover). Please follow this instruction to complete your order: "View and Pay Invoice " ––> "Pay Now" ––> "Pay with Credit Card" ––> Icon

After sales questions

Some of Beamnova products are supposed to ship with a manual but...
sometimes the manual just isn't very good, and you need more help with the product.
sometimes we made a mistake and the manual was not put in the box.
sometimes the product is new, and the manufacturer manual was so dire, we took it out!
sometimes the manufacturer thought they were only selling this product B2B, so there is no manual.

Here's how we'll help:
Contact us with your order number and the product code. Explain whether there was a missing manual, or what aspect of the product's function you need help with. If a manual was omitted accidentally, we'll give you a link where you can download it. If the product has no manual, chances are we are already working on making one ourselves, and we'll send that to you when it's done. Currently we only offer English manuals for all our products.

If a key part of your product is missing on delivery, here is how we can solve the problem for you: Contact us first, with your order number and product code; we will help to clarify what part is missing. For major, expensive and integral product parts we may need to follow it up as a "lost/stolen in delivery" If the part is small or an accessory, we will most likely be able to help you by simply re-sending it.

Unpack all the products because sometimes our packing staff save space by placing smaller items inside the boxes of bigger items.
Check the status and comments of your order on Beamnova, and see if you received any emails from Beamnova about the order. It's possible we split your order into more than one delivery to speed things up.
Next, you should contact us to explain the problem. Provide your order number and clearly describe which item(s) is missing. We can cross-check our warehouse records to show that the correct products were indeed packed and dispatched... meaning that the item(s) went missing during shipping and has been lost/stolen. (This is very rare, but it can happen.)
If it is definitely a lost/stolen item issue, you need to contact the courier company that delivered your item and register a formal complaint. You must do this as soon as possible following delivery. The tracking number is available from the packaging and from your Beamnova order history. It's imperative that you, or the recipient of the delivery, contact the courier company directly and follows the steps in their incident reporting system. They will provide you with confirmation of your complaint, and we can then confirm the incident on our side when we speak to the courier.
In order to combat fraud, we cannot independently verify lost/stolen item complaints. This means that we have to wait for the decision of the courier company about whether they accept the claim to provide compensation. If they accept the claim, depending on the case they will either offer you compensation or, more commonly, compensate Beamnova. In that case we will inform you and either pass on the refund directly or make a new delivery to you - it will be your choice to make.
Sometimes the confirmation process from the courier can take a while, and you could consider making a new order on Beamnova in the meantime if you need the products urgently.

Unable to find satisfactory answers ? Contact Support

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