FAQ

Shipping Information

What Shipping Method Does Baseus Use?

Baseus has two shipping methods:

The Standard Shipping and Express Shipping.

For a detailed explanation about each shipping method, destinations and approximate delivery times,

Please see: Shipping & Delivery

If An Item Is Missing A Manual?

Some of Baseus products are supposed to ship with a manual but...

1. sometimes the manual just isn't very good, and you need more help with the product.
2. sometimes we made a mistake and the manual was not put in the box.
3. sometimes the product is new, and the manufacturer manual was so dire, we took it out!
4. 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.

1. If a manual was omitted accidentally, we'll give you a link where you can download it.
2. 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.
3. Currently we only offer English manuals for all our products.

If An Item Is Missing Accessories Such As A USB Cable Or A Battery?

First, check the details in the product description again on Baseus to make sure it is supposed to have what you think it should.

If you're really missing something, please contact us, and here's how we'll handle it:

Give us your order number and the product link.
If the missing part is hard to describe, please provide a photo and reference a similar product photo on Baseusmall.com.
If we confirm something is missing, we'll send it out to you free of charge.

If your item is delivered missing some of its parts?

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.

FAQ Second Version

Usually, when you import goods from Baseus, the packet will be inspected by your local Customs office.

There's usually no reason to worry because:

  1. Baseus provides all the necessary paperwork for your shipment;
  2. In most countries it's pretty easy to import most kinds of consumer electronics;
  3. The actual process of customs clearance is usually handled completely by the delivery company (e.g. UPS, FedEx, DHL);
  4. If there is any duty (import tax) or other charges to pay, the courier will usually pay it first and deliver the products to you, and you pay the costs later.
  5. We keep track of all our deliveries. In the event that an order is delayed in customs or experiencing other issues, please feel free to contact us and we will contact the shipping agent on your behalf.

Customs Liability

  1. If, for any reason, the products cannot be delivered to you due to a Customs problem, we will discuss with you case by case about how best to handle the issue(s).
  2. If goods cannot be delivered due to restrictions in your own country, this is solely your responsibility. For example, if you decided to try to import an Android phone, but this technology is illegal or restricted due to local laws in the delivery destination country, that is your responsibility to know about before you order from Baseus. If the delivery failed for that reason, we cannot offer any compensation, because as the importer it's your job to know about the local regulations. Another situation in which you must accept liability is where your country requires you to have a licence to import commercial goods: in this case, it is your responsibility to know about this before you place an order on Baseus, and in the case of a failed delivery, we cannot offer any compensation.
  3. As the importer you hold sole legal responsibility for responding to questions about imported goods delivered to yourself. Import duties, sales tax, and any other customs charges and fees, are your sole responsibility, as described in our terms and conditions. If a delivery fails because you do not respond in time to Customs communications, or you refuse to pay the applicable charges, we cannot offer any compensation.

Baseus primarily uses PayPal to process secure online payments.

Through PayPal, we accept MasterCard, VISA, American Express, Cashu, Webmoney, Boleto, Discover, and bank transfer (debit card).

Second, Baseus accepts Google Pay.

Paypal offers a highly secure method to send money from your credit card, bank account, or stored online credit, without telling online shops your confidential credit card numbers. Gearbest staff will never ask you for your full credit card numbers or Paypal login details. For your own security, please do not give this information to anyone (including our staff) and do not click on links inside emails purporting to be from Paypal. charge you a fee for uploading money to their system or making payments. Please check on their relevant information pages for specific details.
What to do in 3 steps:

Step 1

Try to troubleshoot the item by checking the manual we provide in the package .Often we can solve the problem for you without you needing to send anything back. In many cases the product seems to have a problem, but it can be solved by restarting, installing properly, or fixing an accessory.

Step 2

If you still have difficulties with your item especially for complicated products such as Car DVD Players, GPS or TV Boxes, we will recommend that you get the product installed or inspected by a qualified technician to confirm that it is faulty rather than incorrectly installed.

Step 3

Once you have confirmed the product is faulty after steps 1 and 2, you should contact us. Provide your order number and the product code and all the steps you have tried to remedy this issue. We will review your case to allow a return under warranty.
So if the product doesn't work, we'll help you send it back to our returns address.
If any product is faulty, you are protected under the Baseus Warranty.

Assuming the product is still in warranty and was not physically damaged, you can return it to Baseus and we will repair it.
All return cases are handled under our RMA policy: please consult customer support and do not send back any products without obtaining an assigned RMA case number from us.
Under the wholesale terms and conditions, customers must pay the cost of shipping to return authorized RMA products back to Baseus. In the case of sending back repaired or replacement items, Baseus pays the return shipping cost back to you.
Baseus Shipping Guarantee Benefits
Your parcel will be guaranteed in the event of any loss or damage during the international delivery.
Baseus will offer 2 options
- Resend the parcel for free ( if applicable)
- Refund the product

Compensation Process
For lost parcels compensation will be completed after confirming

The order was shipped at the right address
Local post office in the destination's country does not hold the parcel
The delivery deadline has been reached
If you receive an item physically broken, please contact us immediately at Support@Baseusmall.com with clear pictures of the item its sku number and its package.We will open a claim with the shipper and offer a compensation accordingly.Please note: Once your package has been shipped out, any Shipping guarantee cannot be refunded to the customer, under any circumstances.

Normally we will arrange the shipment within 2 days after your order and we will send you a notification via email after the package is sent!

You also can check the delivery status on our "CHECK ORDER" tab on the menu.

For delivery time, it depends on the products and the countries. All the risks will be borne by us before you get the parcel. Contact us via Support@Baseusmall.com for any refund or another shipment for you.

More shipping details please click Shiiping&Delivery.

We are official shop for BASEUS brand and all our products are original. You can click here to verify the products.

Leave a message on the Messenger at the right bottom corner(Recommend);
Leave a note at the "SPECIAL INSTRUCTIONS FOR SELLER" area on the Check Out page.
The "Contact Us" page;
Send your email to us at Support@Baseusmall.com; Our customer service team is always here to help you out!

Log into " My Account " ;
Enter into " My Orders " ;
Once we have received your payment, all Baseus orders will show various order status stages before being shipped out.
Please check the meaning of these order status messages in the table below.

  • Type1 - Order Status List For Paid Orders

    Order status What it means
    Paid You have just paid your order successfully.
    What you can do :
    Please wait for a few minutes. Our server will upload your order shortly and we will start to process your order. Thank you for your patience.
    Processing Your payment has been received.
    Generally, "processing" will take 3-10 business days* and includes 3 steps :
    1. Receive and allocate stock to your order
    2.Complete quality control for your items
    3.Pack your items
    *For more information about our dispatch time for your specific item, please refer to the product page and see i.e "Dispatch time: Ships with 7-15 days".
    What you can do :
    You can contact us to edit the address or the items if necessary
    Partial Order dispatched Some items of your order have been collected by the shipper while other items are still being prepared.
    What you can do :
    Dispatched items cannot be modified. However, you can contact us to change the remaining items.
    We will send them out as soon as possible.
    Dispatched Your order has left our warehouse and has been collected by the shipper.
    What you can do :
    Please kindly wait, we will send the detailed delivery information by email. We can't edit the order at this point.
    Partial order shipped A part of your order has been sent out. You will receive your delivery soon.
    We will send the remaining items out as soon as possible.
    What you can do :
    For the item that are shipped items, you can:
    -Follow up the delivery based on the information indicated in your account
    -If you've chosen free shipping and haven't purchased a tracking number, we kindly ask to wait for your order 10-25 working days (low season). Kindly note that during peak season deliveries can be longer. Learn more about shipping here: 
    Shipped Out Your order has been sent out to you.
    What you can do :
    - Follow up on your delivery based on the information indicated in your account.
    -If you've chosen free shipping and haven't purchased a tracking number, we kindly ask to wait for your order 10-25 working days (normal season). Kindly note that during peak season deliveries can be longer. Learn more about shipping

     

  • Type2 - Order Status for Unpaid Or Inactive Orders

    Order status What it means
    Continue To Pay You have not paid your order yet.
    You are welcome to pay your order now.
    Unpaid orders with standard items are canceled after 24 hours, and with limited stock/time deals (e.g. flash sales and clearance) are canceled after 30 minutes.
    Pending You have attempted to pay us probably by PayPal e-check. At this time, we haven't received your payment yet, please check your Paypal account or bank account balance and confirm whether your funds are sufficient.
    What you can do :
    For a faster process, please send us via the ticket center, your PayPal transaction ID or your bank receipt showing the payment has been successful.
    Payment Authorized The item is a presale. You have authorized Paypal to deduct money for this order.
    What you can do :
    1. Please kindly wait. Once the goods are ready we will deduct your payment and ship the order.
    2. If you want to cancel the order, please contact us through our Support@Baseusmall.com.
    Payment Failed We haven't received your payment yet, please check your Paypal account or bank account balance and confirm whether your funds are sufficient.
    What you can do :
    1. If you still want the order, please send us a ticket via Support@Baseusmall.com, our customer service will send an invoice to you to repay it.
    2. If you want to cancel it, please contact us by clicking Support@Baseusmall.com.
    Canceled Your unpaid order is canceled
    What you can do :
    Please feel free to replace an order anytime.
    Refunded Your order has been refunded on our side.
    What you can do :
    For PayPal payment, please wait for 3 to 7 working days for the transaction to appear on your account. As for credit card payment, the refund will be completed within 7 to 25 working days depending on your service provider.