GearBest is quickly becoming one of the leading online stores and the number 1 go-to store for best gears, gadgets and consumer electronics. But as more people get to know GearBest, more questions get asked.
In this post, we will cover some of the most frequently asked questions about GearBest, from questing regarding placing order to shipping, tracking, exchanges, refunds, warranty policy, warehouse locations and customer service. This FAQ will help you with everything you need to know about GearBest regardless of whether you are a new customer or an existing customer.
The FAQ has been broken into 5 main sections (namely; knowing GearBest, placing order, shipping and delivery, warehouses, customer service and others) for easy navigation.
So without further ado, let’s jump into it.
1. What is GearBest?
2. Where is GearBest based?
GearBest is a Chinese company but it is an international online shopping site as they ship to all countries in the world except to South Sudan and Palestine. They also have warehouses across the globe, including in China, Hong Kong, USA, United Kingdom and Australia.
3. What payment options does GearBest support?
GearBest supports a wide range of payment options, including but not limited to PayPal, Visa, MasterCard, American Express, Discover, Western Union, Wire Transfer, and some local payment methods such as Boleto Bncario (for Brazil).
4. Is Shopping on GearBest Safe?
Absolutely. GearBest has established themselves as one of leading online stores in the world and arguably one of the fastest growing. Their website rank among the top visited websites in the world. They have been in business since 2013, shipping uncountable number of items and has established great reputation for themselves.
They also employ 128-bit SSL encryption and Norton Secure to protect customer data like any good eCommerce website will do. You can read our full review of GearBest here.
5. How do I place an order?
To place an order on GearBest, simply visit the GearBest website, select the item or items you want to buy, add them to your cart, proceed to checkout and make your payment. More details on that here.
6. Why doesn’t my order have tracking number?
That’s is due to the shipping method you selected.
Packages sent through Unregistered Air Mail do not have tracking numbers. If you want to be able to track your order, the best option is to upgrade to either Air Mail, Priory line or Expedited Shipping.
7. The price of an item dropped right after I place my order, why and what should I do?
GearBest strives to make sure that customers are getting the best products at the best possible prices. So from time to time, prices will be adjusted to make sure this aim is achieved.
If you notice the price of an item drop within 72 hours of placing your order, simply contact GearBest support and they will refund you the difference without asking any questions. However, you should note that this (the GearBest Price Protection Program) does not apply to Flash Deal products.
8. How do I know if my order is eligible for free shipping?
You will find out about this when checking out.
First, select the product/products you wish to purchase, then choose the destination country and the shipping method you want them shipped from. You will then have several delivery options to choose from (standard post, express, etc.). Check the pricing and delivery conditions for each method – certain locations are eligible for free shipping even when using registered air mail, priority line and expedited shipping.
9. Can I cancel my order?
Yes, provided the order has not been shipped. If the order has been shipped, unfortunately you can no long cancel it.
10. How do I cancel my order?
If you are yet to pay for the order, simply go the “My Order” section of your GearBest account to cancel your order. If you have paid for the order already, you will need to contact GearBest to cancel the order. More details on how to cancel order on GearBest here.
Shipping and Delivery
11. How long does GearBest shipping take?
This depends on your location, location of the warehouse the item is being shipped from, and the shipping method you have selected. But in general, it usually take less than or about 3 weeks for most locations.
12. Why is my delivery taking so long?
If your delivery is taking longer than 25 business days from the time the order has been marked as shipped in your account, contact GearBest support service for help regarding this or you can go to PO box to check if your item has arrived there.
13. Will I pay extra tax for shipping?
If the warehouse from which your order is shipped is located in the country of destination, you won’t need to pay taxes. However, if the warehouse is located in a different country, additional import duties may apply.
14. How do I handle Dead on Arrival (DOA) products?
If the product you’ve ordered arrived damaged or is not working, you can return it for an exchange or refund within 3 days of its arrival. First, take a good picture or video of the product, illustrating the damage. Then you need to submit a ticket at the Support Center and get an RMA number (Return Merchandise Authorization). After that, you can proceed with returning the product and getting a return or exchange.
The item will be changed and a new one will be issue when the item reaches GearBest warehouse or you will be issued a full refund.
15. Why should I go to the PO box to check if my package has arrived?
It is possible that your order may has been dropped in the PO box without your notice. If you have not received your package within 25 days of shipment, you can go there to check if you order is waiting for you there. You can also contact the courier company to check for update if you used Expedited Shipping.
16. What should I do if some items are missing in my package?
When you receive your package, it is good to inspect the package to make sure that it has not been tampered with and also check the contents before signing. If you discover that any item is missing your package, simply follow the GearBest warranty process step by step in order to avoid delays.
First of all, you need to contact GearBest support immediately with your order number and product code (SKU number). Also include a clear picture of the outer packaging, all shipping labels visible and (if applicable) the items received.
Possible solutions to expect
1. If the item is confirmed missing, GearBest will resend the missing item or accessory for free within the GearBest warranty period.
2. If you have been shipped the wrong item, GearBest will either refund you in full or dispatch an alternative item (if applicable and available). GearBest will also decide whether you will need to return the wrong product or not and compensate you the return shipping fee when they receive the item.
17. What if I am not satisfied with the product, what should I do?
The solution you will get depends on the reason for your dissatisfaction and here are some possible solutions you will get:
1 If the product you received is damaged or Dead on Arrival, please refer to number 14 above.
2. If yo want to return the item for refund or exchange with another item, send it back to GearBest withing 45 days of receiving. Note that you will not be reimbursed for the return shipping fee in this case.
3. Unless otherwise noted on the products page, the default product warranty is one year. So, should anything happen to the device as you are using it, you are eligible for free repair.
As a precaution to avoid bad online shopping experience, it is advisable to take the time to go through the product’s specifications and details, watch videos of the product (if available) and read other users reviews to make sure it is the right item for you before making purchase.
To know more about GearBest warranty and Return Policy, go here.
18. Where will GearBest send my refund?
GearBest customer representative will get in touch with you and ask you where you want to receive your refund. Options available are GearBest wallet, or original method you used in making payment.
19. Where is GearBest warehouse located?
GearBest has many warehouses throughout the world. The products and services are provided based on your location. You can select warehouse of your choice during checkout. You can also view the warehouse options on the product page as shown in the image below.
20. How do I choose the warehouse my order will be shipped from?
Usually, GearBest system will automatically allocate a default warehouse on the product page and the product in the default warehouse is often the one with the lowest price because the default warehouse allocation is based on the product price without considering other factors like customer location, freight charge, delivery time etc.
You can however choose the most suitable warehouse for you. If the product is available in a warehouse in your country, it is best to select that warehouse because it will make the delivery quicker and shipping fee will be lesser as there will not be additional import duties fee.
Note that if the product is available in only one warehouse you won’t see the option to choose warehouse.
21. How do I reach GearBest support?
You can reach GearBest support by clicking on the “Support Center” text at the top bar or by clicking on the “Contact Us” text at the bottom of the page. However, there other ways through which you can reach GearBest such as live chat, Facebook messenger chat, phone call and direct email. You can learn all about that here.
22. I have written to customer service, why haven’t they replied me yet?
GearBest promises to reply to all support queries within 24 hours. In a case where you have not received a reply to your querry after 24 hours, you can contact them again.
23. Why is Customer Service just “being nice” instead of solving my problem?
Well, I guess that’s part of their effort to make you happy 🙂 You just need to be patient because you issue will be resolved eventually. Alternatively, you can contact GearBest through any of their other available means.
24. I want to pre-order an item but there is no detailed information regarding the order on the presale page, why?
This usually get updated within 24 hours, so check back in about 24 hours.
25. What are GearBest points?
GearBest points are points GearBest award to customers for participating in one activity or the order on their website. Points can be used as coupons when shopping on GearBest. You can learn all about GB points plus what you need to do to earn them here.
26. Does GearBest points expire?
Yes. GearBest points has about 1 year validity period. Make sure to use all the GearBest points earned before November of the previous year by March 31st of the current year.
Conclusion: I have read through all this but I still have question regarding GearBest?
Contact GearBest support or you can drop it in the comment below and we will do our best to help you I we can.