At Foneday, we believe in providing the best possible support to our customers. We understand that you may have questions when placing an order, receiving your package, or processing a return. To make things easier for you, we have gathered the fifteen most frequently asked questions and provided clear answers. In this blog, you'll find everything you need to know about orders, deliveries, returns, and payments, ensuring you always have the right information at hand!

Ordering & Pickup

1. Until what time can I place an order for same-day shipping?
You can place an order until the following times for same-day shipping (except on Saturdays):

PostNL: Before 8:30 PM (CET)

DHL: Before 7:00 PM (CET)

UPS: Before 7:30 PM (CET)

Note: Times and couriers may vary by country. Check here for the correct times and couriers per country.

If you order in time, your package will be shipped the same evening. You can also check our shipping rates for more details.

2. What can I do if I can’t find a product on the webshop?

Contact our Support team and let them know which product you are missing. They will work with our purchasing department to locate the product for you.

3. How do I know when a product is back in stock?

The delivery times for our products are listed on our webshop. If you have any questions about the availability of a product, our Support team is ready to assist you! Click on the envelope icon to receive a notification when the product is back in stock.

4. Can I still change the delivery address of my order?

We cannot guarantee it. Please contact our Support team as soon as possible. They will check if it's possible to change the delivery address of your order.

5. What time can I pick up my order?

You can pick up your order from Monday to Friday. The pickup time depends on when you place your order:

Ordered before 8:30 PM (Mon-Fri): pick up the next business day from 9:00 AM (CET).

Ordered after 8:30 PM (Mon-Fri): pick up the next business day from 12:00 PM (CET).

Ordered on Sunday before 4:30 PM: pick up on Monday from 9:00 AM (CET).

Want to be sure your order is ready? Keep an eye on your confirmation email.

6. Can I track my order?

Once your order leaves our warehouse, you'll receive a Track & Trace link to easily follow your package. You can find this link:

In the order confirmation email we send you.

In your personal dashboard under the "Track & Trace" section.

If you have any questions about the status of your shipment, feel free to contact us.

Returns & RMA

1. What should I do if I received a defective product?

Please report it through our RMA system. This will allow us to process your return as efficiently as possible. Please note our RMA terms and conditions.

Once your return is registered, we will inform you about the next steps.

2. Can I send multiple RMAs in one box?

Yes, you can send multiple RMAs in one box. Just make sure that all packing slips are included in the box, so our RMA department can process the return correctly.

Note: This is not possible if your RMAs contain batteries and you are returning them via DHL or UPS. In this case, the returns must be sent separately.

3. How can I get back the products that were rejected?

You can retrieve your rejected products by going to your Foneday dashboard and clicking on "Rejected Items." Here, you will see an overview of all the products that were rejected and are still at our location. From there, you can take the necessary steps to have them returned to you.

4. Where can I find my RMAs?

You can easily find your RMAs in your personal Foneday dashboard. Log in to your account and go to the RMA overview to check the status and details of your returns.

5. Why was my RMA rejected?

There can be several reasons why your RMA was rejected. The specific reason will be clearly indicated in your RMAs within your personal Foneday dashboard.

If you have any questions about the rejection, feel free to contact our Support team. We are happy to assist you!

6. Where can I find my invoices?

You can easily find your invoices in your personal Foneday dashboard. Log in to your account and go to the invoice overview to view the status and details of your returns.

In the top right corner, there is a filter that allows you to select the period of invoices you wish to view.

7. Where can I find my shipping label?

You can find it in your personal Foneday dashboard under the "RMA (Returns)" section. There, you'll see an orange button labeled "Packaging Slip." Click this button to download the shipping label. If your RMA hasn't been reviewed yet, you may not be able to download the shipping label just yet. Don't worry, your RMA will be reviewed as soon as possible!

Contact

1. My store credit has disappeared, what should I do?

No worries! Our system is well-secured, and your store credit will automatically return. If it takes longer than 24 hours for your store credit to appear again, feel free to contact our Support department. We’ll be happy to assist you!

2. Can someone call me?

No problem at all! Just send us a message with your phone number and let us know the reason you would like to be contacted. This will help us determine which department should call you.

Conclusion

We hope these answers help you find the information you're looking for. If you have any other questions, don't hesitate to contact us. Our Support team is always here to assist you! Thank you for your time and for reading this blog. We look forward to serving you again soon!

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