FAQ : T-Dimension, Your Online Store of DSLR, Digital Camera, Lens & Photography Accessories

Product

1. Are your products brand new and genuine?

Our products are 100% brand new, genuine. We don't sell fake or used or refurbished goods.

2.Are the cameras compatible with my country's power standards?

Yes, also we provide compatible power cords or adaptors.

3.I've selected a combo package on your website, eg. Canon 600D 18-55mm +16GB SD +battery+gifts, on checkout, the accessories become "not available", why is it?

Don't worry, the mentioned gifts and accessories are all included. Those marked "not available" are for additional accessories, let say you want to have 2pcs of 16GB SD cards. On the option box under the product, you can select "16GB SDHC class 10 card", then on the checkout, it will show "Memory card: 16GB SDHC class 10". You are buying a total of 2 memory cards.

Orders

1.Why do I choose T-dimension?

T-Dimension has 8 years experience selling to Australia, we are one of the top eBay sellers in Hong Kong, you can find us through eBay:

http://shop.ebay.co.uk/merchant/t-dimension3

http://shop.ebay.com.au/merchant/t-dimension2

2.Can I add other items by sending us an email?

Yes! For some products not shown in our website, you can contact us to add them to your order.

3.Can I choose the shipping company?

Sorry, at the moment this is not possible. But the shipping company chosen for you is the safest, cheapest and fastest one. We usually use Fedex/DHL/UPS/EMS.

4.What if I want to change the color/mount of the items after purchased?

Please send us an email after you made the order. shop (AT) t-dimension.com

Shipping

1.How much do I need to pay for the freight?

You can press "Estimate shipping" button on the product page. After you made the checkout, the postage will be shown too, because of our volume, the postage is the lowest.

2. Do I have to pay duty or taxes?

For some countries, a tax or import duty or admin fee is required. For Australia, orders over au$1000 is subject to a 10% Goods and Services Tax (GST) and a customs clearance fee. Sometimes we can help by offering a solution, please contact us for details. (shop(AT)

t-dimension(DOT) com)

3.Can T-dimension declare a lower customs value to avoid duty/tax?

We are 100% legitimate. We'll not do anything illegal. We cannot make false declarations.

4.Can T-dimension mark the item as gift/repair item to avoid duty/tax?

Again, we'll not do anything illegal. We cannot make false declarations.

5.How long does it take to receive the item I purchased?

Usually it takes only 2-5 days to arrive to major cities in the world, for some places it may be delayed due to customs inspection.

Please checkout our shipping page for more details. For major cities in Australia, shipping takes 2-3 days only.

6.Shall I choose registered or express shipping?

Registered shipping takes around 7-21 to your country, and express about 2-5 days*. Though both shipping methods are insured, express is faster and more secured.

Sometimes registered is cheaper than express shipping, but it doesn't mean it is a better method. For cameras, lenses, we suggest you to use express.

7.If the item received is damaged or lost, what shall I do?

If possible, do not sign when the package is damaged. Report to us immediately, keep all the packaging materials.

8.Is there any combine postage?

Combine postage is offered, so if you are going to buy a few items, it would be best to place them in 1 single order.

9.Where is the camera shipped from?

Our company is based in Hong Kong, and all products are shipped from Hong Kong.

10.I live in suburbs, is there any extra fees?

There may be an extra AUD$13(or equivalent) remote area fees, if your shipping address is in the suburbs. You can tell us another shipping address.

11.Can you deliver to a PO Box address?

Yes, we deliver to PO Box address, without extra charge.

Warranty/Returns

7.How do I make a warranty claims?

We offer two kinds of warranty services, our own seller's warranty, and MACK warranty. Our own warranty: When there is a problem with the product, our courier service will come and pickup it, return to our Hong Kong office for repair. After it is fixed, we'll send it back to you. The service covers manufacturer's faults. If you travelled to other places, we can still pick up the faulty item at other countries. There are no hidden costs. Additional extended warranty service is available for purchase. Please select them in the option box under the product.

MACK provides worldwide service. Mack will honor your Mack Camera Extended Warranty wherever you are in the world.

Before the equipment is being serviced at an international factory service center, please email international@mackcam.com for a service authorization number. In the email, please provide your Name, Warranty Number, Make and Model of your equipment and a brief description of the problem you are experiencing. You will then receive an authorization number for service. You may then bring the ticket to your local service center. Please note if a Mack Warranty is provided with your item, the standard T-Dimension 1 Year Warranty would be override.

For MACK warranty, there are 3 different type(standard, professional and diamond(ultimate)). Each type comes with different years and for different item type:

Standard Coverage
Your Mack Camera Extended Service Contract covers manufacturer defects that can result in the loss of operation to your equipment. The Mack Camera Extended Service Contract will cover parts and labor for the life of the Extended Service Contract plan at no additional charge to you, truly making this Extended Service Contract a smart investment for your equipment.

Please remember, this Service Contract does not cover equipment which has been misused, tampered with, modified or damaged as a result of accident, liquid, grit, impact or lack of proper care as indicated in the manual of operations. Accessories are not covered under the terms of the Service Contract.

Professional Coverage
This Service Contract is designed for individuals who use high end equipment for business or recreation. Your Mack Camera Extended Service Contract covers manufacturer defects that can result in the loss of operation to your equipment. The Mack Camera Extended Service Contract will cover parts and labor for the life of the Extended Service Contract plan at no additional charge to you, truly making this Extended Service Contract a smart investment for your equipment. Professional coverage also provides you with expedited repair service.

Diamond Coverage
The Diamond Contract provides additional coverage that our other contracts do not offer. This exclusive contract covers malfunctions including impact, grit, and customer misuse. This Service Contract applies only to the product registered. It does not cover removable flashes, batteries, loss of film, cracked lens elements, and cosmetic repairs.

8.Is accessories and memory cards applicable to warranty claims?

They are qualified for 7 days replacement claims, but not applicable for warranty claims.

19.I'm not satisfied with the quality of the product received, how can I return it?

Please contact us first, within 7 days after you received the product, you can return it. You can choose to take another model, or you can cancel the order have a refund. In both cases, you'll have to pay for the shipping costs. To have a refund, we'll need to charge a 10% restock fee.

Payment

1.What kind of payment method can I choose?

We accept PayPal and credit card.

2.Can I pay by credit card through phone?

Sorry, for your own security concerns, we do not accept credit card payments through phone.

3.Will the price & postage be different for different currencies?

They are the same.

4.PayPal refused my credit card payment, why is it?

Please make sure the shipping country is the same as the credit card's registration country. If everything is correct but problem persists, please contact us.