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Frequently Asked Questions

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Shopping

How do I contact customer service?

Fanah customer service team are standing by to help with anything you need. 

For all after sales service, you can request help through Messenger / Mailing option or Calling (leave us a number on messenger we will call you back). Click here for more information about help requests.

For help tracking the delivery of an item, please submit a tracking request. Our team will reach out to the delivery providers and/or seller and get back to you by email as soon as they have an update.

To return an item for a refund, you may submit a return request. Please include an image with your request clearly showing the item. Our service team will then contact the seller to begin negotiating your return, and follow up with you via email.

For general questions, you can email sam@fanah.co or live chat with a support agent via the Messenger. Simply follow Fanah (you can search official accounts for "FANAH - business page") and then send a message to the account.

Can you guarantee quality?

We can’t give a quality guarantee because there are millions of individual sellers scattered across the world. That being said, there are ways to minimize the risk of receiving fake or low quality goods. The easiest way is to select the SKU of the product you wanna buy and contact the live chat with a support agent via the Messenger. 

Can I ask your agent a question 24/7?

Sure! If you have questions you’d like to pose to us, or questions about the product, you can ask in the Q&A section of that product page. A agent will get back to you within 24 hours.

What is your returns/refunds policy?

  • Returns 

  • As Fanah we are essentially a your best option for you, as the seller, the Fanah Team promise you as shopper we We promise to be your trusted partner for technology by delivering the advice, service and convenience you deserve — all at competitive prices. If you are not fully satisfied with your purchase, let us help you with a replacement, return or repair.

  • In most cases, we will be able to secure a full refund if you submit a return request shortly after receiving your item.

  • Exchanges

    We are unable to process exchanges. To replace your item(s) with a different size, color, or item please initiate a return for a refund on the original purchase and place a new order. We apologize for any inconvenience this may cause.

    If you require further assistance, please call Fanah Customer Service at +86 132-4662-8272.

  • Is my credit card information safe?
  • Of course! We don’t store your credit card information. All payment processing is handled by PayPal and others safety online payment. The information exchange between PayPal and others online payments AND Fanah is based on secured encrypted protocols. For more information, please see our privacy policy.

 

What are my payment options?

Currently Fanah offers Paypal, WeChat Wallet, China UnionPay, and Alipay as payment options.

For information and instructions on using WeChat Wallet, click here. For our guide to paying with UnionPay, click here. For our guide to paying with Alipay, click here.

Please note: While shopping on the WeChat mobile browser, it is not possible to pay with Alipay.

 

Orders & Shipping

Why is there no tracking on my order?

If you click to view tracking on an item you have ordered, you may occasionally see the message "Tracking is currently unavailable for this item."

There are two common reasons for this to occur:

  1. Your item has not yet shipped out from Hong kong. Once the shipper ships your item, they will input a tracking number, and tracking updates will begin to show.
  2. The logistics company that delivered your item is no longer storing those tracking updates. This can happen when a significant amount of time has passed (several weeks or more) since the item was delivered. You can contact our customer service 24/7, they will guide you or provide you any information needed.

 

Can I shop on Fanah from anywhere in the World?

One answer: YES! if our logistics company can ships to your country.

Fanah is currently serving customers within USA/EUROPE/AFRICA/ MIDDLE EAST and many others places in the world. We are preparing to become a global platform for overseas customers in 2019-2020

Send a mail to be notified when Fanah begins shipping full internationally. Don't worry, we won't share your email address nor send you anything other than the overseas announcement - Fanah wishes!

 

 

Why do some products take longer to arrive than others?

Most products being shipped from China will arrive within 5-7 days by DHL air after placing your orders. However, some orders are slower than others since they are SEA shipments. Be sure to regularly check your tracking. Our service team monitors all shipments and follows up with sellers if an item is not moving within 3 days of the order placement. You can also submit a tracking request if you require assistance with the delivery of your item.

 

Can I cancel my order?

 

Yes, you may cancel your order if you act quickly, before it has been processed and shipped out by our team. To do so, head to your orders page and contact us on "Messeger" next to the item you wish to cancel. Then submit the request "I have another comment or question about this item" and let us know you wish to cancel the order.

More information about requesting help on your order can be found here.

If your item has already been sent out, then you will have to request a refund after receiving the item.

If the product is being imported internationally, then please allow 3-6 weeks for delivery. You will be notified via email in advance if this is the case.

 


 

How do I track my order?

You can track your orders and view previous orders in My Orders. Once there, you can view the details of a specific order. On the order details page, click View Tracking for the item you wish to track, and you will see detailed tracking info.

Note: Please allow 72 hours for the tracking info to appear. We allow all sellers up to 3 days to ship your items before we take action. If your item is being shipped internationally, then there is no tracking info available. You will be notified via email for all international orders.

In the event that you are unable to find your package, after it had been marked as received or delivered, you have up to 5 days to report it as missing. Beyond 5 days Fanah is no longer liable for any missing packages.

Be sure to regularly check your tracking and you can use our quick request forms if you ever need a pal to help you out.

 

What are my shipping options?

All items on Fanah are shipped BY DHL or SEA options directly from China to you, the customer. This allows for the fastest possible shipping speed. You will choose the courier company yourself with our Fanah team, so there is some variance. If no one is available at the intended shipping address when the delivery arrives, the courier may attempt to contact you at the phone number on your shipping address, or may leave the item at an appropriate pickup destination.

Easy understanding of the shipping options:

  • Within 2kg E-Packet 15 to 30 days
  • Within 30kg DHL 5 to 7 days
  • More than 45kg Air Cargo 5 to 10days
  • More than half CBMb by sea 1 to 2 months

To learn more about Fanah deliveries, contact us on Messenger.