FAQs
1. Q: What should I do if I have trouble with logging in?
2. Q: Can I get a discount if I make a large order?
3. Q: What should I do if I want to add or remove the items in the cart?
PAYMENT FAQs
1. Q: How to make payment?
2. Q: After making the payment, can I change my billing/shipping information?
3. Q: How do I know if my payment has been received?
4. Q: Do you provide invoices for orders?
5. Q: Can I use other payment methods to pay for my order? Such as credit card or some offline payment?
6. Q: Why am I being asked to "Verify" my payment?
SHIPPING FAQs
1. Q: How do I change the shipping method?
2. Q: How do I change my shipping address?
3. Q: How long until I receive the items after I place an order?
4. Q: Can you ship the item to my country and what are the shipping rates?
5. Q: Why is the shipping cost on some items so expensive?
6. Q: Does the product price include shipping cost?
7. Q: How do I know if my items have been shipped or not?
8. Q: How to track my purchase?
9. Q: Why my tracking number is invalid?
10. Q: If customs duties are incurred, who is responsible for?
11. Q: If my items are detained by customs, who is responsible for clearance of the items?
12. Q: Why you declare a lower price for my order?
13. Q: If a large order is delivered from Mexico/Pakistan to my country, will the customs inspect my order?
14. Q: What if my parcel is seized by customs?
15. Q: How long my item/s will be sent out after payment cleared?
AFTER SALES FAQs
1. Q: How can I cancel an order? Before payment and after payment
2. Q: How can I return my purchase to MB ?
3. Q: In which circumstance would an item be able to be exchanged or returned?
4. Q: Where do I return the item(s)?
MB WALLET FAQs
1. Q: What is MB Wallet?
2. Q: What are the advantages of using MB wallet?
3. Q: Is there anything I need to do when I first enter my MB Wallet account?
4. Q: What can I do when I forget my transaction password, or need to reset my transaction password?
5. Q: Can my order refund be issued directly into my MB Wallet?
6. Q: What advantage is there in requesting refunds to be issued into my MB wallet?
7. Q: How can I check the information of individual transactions in my MB Wallet?
8. Q: How do I access my MB Wallet?
9. Q: How to use my MB Wallet?
10. Q: Can I get my MB Wallet refunded?
SHOPPING FAQs
1. Q: What should I do if I have trouble with logging in?
A: Please follow the instructions:
Check your login details. Your login username is the email address you used for registration.
It might be a problem caused by MBglobalsa.com system maintenance, if so, please wait 30 minutes and try again.
Please make sure that your web browser accepts cookies.
If you have forgotten your password, try to use "Forgot your password?" on "Sign in" page. Fill in the information regarding your register and submit and the "Reset your password" email will be sent to your email address.
If you are still not able to access your account, you can contact our Customer Service Department and indicate the problem. We will assign you a new password, and you can change it once you log in.
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2. Q: Can I get a discount if I make a large order?
A: Yes, the more pieces you purchase the more discounts you are eligible for. For the same product, if you buy 10 pieces, you will receive a 5% discount. If you are interested in obtaining a quote for an order quantity exceeding 10 pieces, please contact us with the following details:
- The product(s) you are interested in
- The exact desired order quantity
- Your desired time frame for delivery
- Any special packing instructions, e.g. bulk packing without product boxes
Once we have received the above information we will get back to you with a competitive quotation. Please contact our Sales Department at sales@MBglobalsa.comfor more information.
Please note that the larger the order is, the more postage you will save. For instance, if your order contains 20 pieces of products, the average postage cost per piece will much cheaper than just buying one single piece.
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3. Q: What should I do if I want to add or remove the items in the cart?
A:Please sign into your account and click the "Shopping Cart" icon at top right of the page. You may view the items you added in the cart and click the "Delete" icon (under Operation) on the right side of the item if you do not wish to purchase it anymore. Alternatively, if you want to add more of the same item, simply enter the amount you want to purchase in the "Quantity" column.
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PAYMENT FAQs
1. Q: What is PayPal?
A: PayPal is a secure and trustworthy payment processing service which allows you to shop online. MB cannot see your any card number (it is safely encrypted through PayPal's server), which limits the risk of unauthorized use.
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2. Q: After making the payment, can I change my billing/shipping information?
A: Once you have placed an order, you are not supposed to change your billing or shipping address. If you do want to make a change, please contact our Customer Service Department as soon as possible to indicate your request. If the package has not been dispatched yet, we are able to ship it to another address. However, if the package has already been shipped, the shipping address is not able to be changed then.
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3. Q: How do I know if my payment has been received?
A: Once your payment is received, we will send you an email to inform you about the order. You can also visit MBglobalsa.com and log in your account to check the order status. If MB has received your money, the order status will be "Processing".
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4. Q: Is invoice available?
A: Yes, once you have placed your order, the invoice will be sent to you by email.
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5. Q: Can I use other payment methods to pay for my order? Such as credit card or some offline payment?
A: We do accept other payment methods other than Paypal, including wire transfer, Western Union, T/T. Please contact sales@MBglobalsa.com and indicate your request. We will response your email within 1 working day.
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6. Q: Why am I being asked to "Verify" my payment?
Because your order has been held for a standard anti-fraud check by MB .
We want to avoid fraudulent and unauthorized payment
For more details about our anti-fraud please check here.
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SHIPPING FAQs
1. Q: How do I change the shipping method?
A: Once you have placed an order, the shipping method is not supposed to be changed anymore. However, you can contact our Customer Service Department as soon as possible, if the order is still in early processing stage, you may able to change the shipping method by making up the price difference, etc.
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2. Q: How do I change my shipping address?
A: In case you want to make a change of your shipping address after placing an order,please contact our Customer Service Department as soon as possible to indicate your request. If the package has not been dispatched yet, we are able to ship it to another address. However, if the package has already been shipped, the shipping address is not able to be changed then.
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3. Q: How long will I receive items after I place an order?
A: There are two key factors that determine when you will receive your items: Shipping Method and the Location of your Country. Delivery time will vary according to the shipping method.
If the package cannot be delivered on time due to adverse weather, natural disaster or any other situation which cannot be foreseen, cannot be avoided and cannot be overcome, the delivery will be postponed. In such cases, we will work together with the customer until there is a positive solution.
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4. Q: Do you ship the item to my country and what the shipping rates are?
A: We ship worldwide. The exact shipping rate will depend on the item weight and the destination country. We will always advise on the most approriate shipping method for our customers. Our goal is to save our customers money, while providing fast and secure shipment.
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5. Q: Why is the shipping cost on some items so expensive?
A: The delivery cost depends on which shipping method you choose, where your delivery destination is and the shipping time. For example, the delivery cost may have ten dollars difference between g UPS and FedEx. We suggest you to choose the one that best meets your demands on price and delivery time.
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6. Q: Does the product price include shipping cost?
A: The product price does not include shipping cost. The online system will generate a shipping quote for your order.
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7. Q: How do I know if my items have been shipped or not?
A: When items are shipped out, we will send notification to your registered email address. The tracking number might not be available until a few days after dispatch, we will update the tracking information once it is available.
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8. Q: How to track my purchase?
A: Once you get the tracking number, you may check the item delivery status online by accessing the website of the related delivery company.
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9. Q: Why is my tracking number invalid?
A: The tracking information normally appears after 2-3 working days. If a tracking number is not searchable after this period of time, there are several possible causes:
The shipping company has not yet updated the most recent delivery information on their website; the tracking code is wrong; the parcel has been delivered a long time ago and the shipping company has removed it from the the tracking code history.
We suggest you can contact our Customer Service Department in those situations and we will provide you with your tracking number. We will contact the delivery company on your behalf and you will be informed once there is further information.
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10. Q: If customs duties are incurred, who is responsible for this?
A: Customs is a government agency responsible for regulating shipments entering the respective country or region. All shipments being sent to and from a country or region must always clear customs first. This is always the buyer's responsibilities to clear customs and pay the relevant customs duties. We do not add sales taxes, VAT, or other hidden charges to your order.
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11. Q: Why you declare a lower price for my order?
A: Different countries may have different import regulations, if the order is declared over certain amount, most likely you would have to go to your local custom office personally and be painfully taxed. In order to not only protect you from those extra fees but also save you the trip, we would mark your package as a lower and suitable value. The specific value would be set according to the import regulations in your country, the actual value of your order as well as the type and quantity of the products you have purchased.
Once you tick the check box of our Sales Terms before placing an order, which means we might make a lower value declaration, but we are still able to declare your order as its actual value, only if you explicitly and clearly indicate your wish by emailing us before we dispatch your package (usually we have 3-day handling time). However, if you are taxed due to the high declared value of your order, it will be your responsibility to clear the goods and pay for all duties and related expenses.
Please note under this circumstance if there is an exchange or return involved, all extra expenses are not supposed to be refund from us.
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12. Q: If my items are detained by customs, who is responsible for clearance of the items?
A: If the items are detained by Customs, the buyer is responsible for clearance of the detained items.
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13. Q: If a large order is delivered from Mexico/Pakistan to my country, will the customs inspect my order?
A: Yes, it is possible. We suggest you can divide your orders into several smaller packages, which can be shipped on different days to avoid possible seizure.
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14. Q: What if my parcel is seized by customs?
A: If your items cannot be cleared at customs, you need to provide us with the letter authorized by customs stating why they will seize it, following which MB may dealt with on a case-by-case basis.
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15. Q: How long until my item/s will be sent out after payment has cleared?
A: Our handling time is 3 business dyas, that means mean your item/s would typically be sent out in 3 business days.
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AFTER SALES FAQs
1. Q: How can I cancel an order? Before payment and after payment
Cancellation Before Payment
A: If you have not paid for your order yet, there is no need to contact us to cancel it. We will ignore all orders until a matching payment is received.
If your order is more than a week old please note you may not be able to "reactivate" it by sending a payment, because the prices of the items may have changed as well as the shipping rates and currency conversions. You may need to repeat the order with a new cart.
Withdrawing An Order After Payment
A: If you have already paid for an order and want to cancel it, please contact our Customer Service Department as soon as possible.
If you are uncertain about something in your order and you wish to change it, please also contact us and put the order on hold while you decide. This will suspend the packaging process until you make changes.
If the package has already been dispatched, then we are not able to cancel or change the order.
If you want to cancel an order because you are ADDING other products, there is no need to cancel the entire order, simply contact our Customer Service Department and we will process it, usually there will not be any extra fee.
If the order is in an early processing stage you may be able to change and cancel it. You can ask for a refund or keep your payment as a credit.
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2. Q: How can I return my purchase to MB ?
A: Before returning items to us, please read and follow the instructions below. If you make sure that you understand our return policy and ensure that all criteria are met, the first thing you need to start is to contact After-sale Services and please also provide us the following information:
1. Original order number
2. Reason for exchange
3. Photographs clearly showing the problem with the item
4. Requested replacement item's name, number and color
5. Your shipping address and phone number
Please note that we are not able to process any items which are returned without our prior agreement. Once we agree to take back your purchases, please make sure you write a note in English with your order number or PayPal ID so that we are able to find the order details.
The return process has to be initiated within 7 days of the receipt of your items. We only accept products in their original condition.
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3. Q: In which circumstance would an item be able to be exchanged or returned?
A: At MB we pride ourselves in the quality and fit of our clothes. All Women's Clothing are designated as OSRM (Other Special Regulated Materials) and once sold will not be returned or exchanged except for quality issues and mis-shipment.
Quality Issues:
Should you find any item to be materially defective, the item must be returned in the same condition as it was sent within 7 days after receiving the garment unwashed, unworn and with the original tags affixed. Although we check all merchandise for defects and damage prior to shipment, it is the buyer's responsibility to check the product upon arrival to make sure it is free of any defects. Damaged goods due to client negligence or items without their tags will not be accepted for refund.
Mis-Shipment:
We will exchange your product if the purchased product does not match your original order. For instance, it is not the color you have ordered (perceived color differences due to your computer monitor display will not be exchanged), or the item you received does not match the style you have ordered.
Attention: All return & exchange items must be returned in 7 days. The return and exchange may be made only if your product is eligible. We reserve the right to refuse the return & exchange of any items that have been worn, damaged, or had the tags removed. If an item we receive has been worn, the tags removed, or the item deemed unacceptable for return & exchange, we reserve the right to return to you any unacceptable pieces. All packaging for product must be intact and not damaged in any way.
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4. Q: Where do I return the item(s)?
A: After contacting our Customer Service Department and reach a mutual agreement, You are able to send the item(s) back to us. We would be confirming your information and verifying the condition of item(s). If all criteria are met, a refund you have requested will be processed right away. If you ask for an exchange, the replacement will be sent to you from the headquarter.
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MB WALLET
1. Q: What is MB wallet?
A: MB wallet is a fast and secure payment tool, making it easy to stay up-to-date with all your account transactions.
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2. Q: What are the advantages of using MB wallet?
A:a.Secure Payment: your financial information remain 100% private and secure all the time.
·b.Easy-to-use Operation: You will become familiar with the user-friendly interface in less than a minute.
·c.Smart Management: MB wallet is designed to help you manage and control your money easily and conveniently. Checking your transaction details, order history and more is effortless.
·d.Free MB Points: If you choose to keep any refunds in your MB wallet, you will receive free MB points to save even more money.
e.Fast refunds: Refunds are prioritized for wallet holders and will be issued to your MB wallet within 1-2 business days.
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3. Q: Is there anything I need to do when I first enter my MB Wallet account?
A: Yes. In order to ensure the security of your account, you must set up your secure transaction password first.
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4. Q: What can I do when I forget my transaction password, or need to reset my transaction password?
A: a.Reset Transaction Password
·Enter the "Account Management" section of your MB Wallet. Click on "Reset Transaction Password", then input your new transaction password twice and submit the information.
b.Retrieve Transaction Password
·Enter into "Account Management" of your MB Wallet, and click on "Retrieve Transaction Password";
·Click on "Application Email Verification". We will send an email to your registered email address;
·Carefully check your email inbox (including spam folder), and click the link that is displayed in the email;
·Reset your new transaction password.
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5. Q: Can my order refund be issued directly into my MB Wallet?
A: Yes. If you receive a payment refund, you may request to have the refund issued into your MB wallet. The new balance of your MB wallet can then be used for shopping other items.
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6. Q: What advantage is there in requesting refunds to be issued into my MB wallet?
A: If you choose to receive refunds into your MB wallet, you will earn the corresponding amount of MB points. This allows you to save even more money in future orders. For example, if you receive a $10 refund, you will earn 10 MB Points.
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7. Q: How can I check the information of individual transactions in my MB Wallet
A:Every transaction operation will be conveniently recorded in your MB Wallet on the "Transaction Record" page. This shows all the corresponding information related to that transaction for your convenience.
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8. Q: How do I access my MB Wallet?
A:Log into "My Account".
·Enter into "My MB Wallet".
·Set up "Set Transaction Password"
Confirm your settings, and start your rewarding MB Wallet journey.
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9. Q: How to use my MB Wallet?
A:Type 1 - I have enough MB wallet to pay the entire new order
1. Click your Shopping Cart;
2. Checkout by MB wallet
3. Input the MB wallet amount you want to use
4. Click " Place the order"
5. Order placed successfully.
Type 2 -> My MB Wallet can pay part of my order
1. Click your Shopping Cart;
2. Checkout by MB wallet;
3. Input account balance of MB wallet;
4. Pay the balance by Paypal, Credit Card or other payment method;
5. Click " Place the order";
6. Order placed successfully.
How to use my MB Wallet?
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10. Q: Can I get my MB Wallet refunded?
A:Yes. Please kindly contact support center to get a refund for the Balance of MB Wallet
Note: Refunds will be issued to Paypal within 3-7 days business days.
Refunds will be issued to Credit Card within 3-15 days business days..
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