FAQs

ORDERS 

How can I cancel my order?

If your order has not been packed or shipped, you may still cancel it. Email us with your order number at (officialtradeletter@vertexthandyphones.com)  or call our hotline(0961-761-1111) immediately.

What if I cancel my order?

You can cancel your order as long as it is not yet processed. Hence, if your order has been marked as “processing” the order can no longer be canceled.

Can I edit my order?

You need to contact us within 1 hour after you created your order if you need an edit or to revise it.  This is to prevent mix-ups and delays. We hope that you kindly double-check your order details before proceeding with checkout.

What should I do if I receive a damaged / defective/wrong item?

We're sorry for this issue. Please report the damaged (physical damage, dents, scratches) or wrong item within 24 hours to our customer service team at (0961-761-1111). Also, send a photo of the physical appearance of the product and packaging box to officialtradeletter@vertexthandyphones.com. 

Please report the defective item within 7 days of receiving your order to our customer service team at (0961-761-1111) or officialtradeletter@vertexthandyphones.com. Our customer service agent will get in touch and arrange your return request soon.

Some items are missing from my order.

Send us an e-mail with your order number at (officialtradeletter@vertexthandyphones.com ) or call our hotline (0961-761-1111). Our customer service agent will look into it and have the missing item delivered at your earliest convenience.

When will I receive my refund?

Processing for refunds through credit card, over-the-counter, and Cash on Delivery transactions will be within 15-30 business working days.

For Cash on Delivery and over-the-counter transactions, a refund will be subject to check release. Our customer service agent will notify you when it's ready for release.

How can I track my order?

Tracking numbers will be sent to the email address you submit to us. You can manually track it through LBC track and trace.

DELIVERY

How much are the shipping charges?

Where can I check the shipping fees?

How long is the delivery timeframe?

Where do you deliver?

What are the shipping options?

Shipping Policy

Estimated delivery usually takes 5-7 working days after the order is placed and payment is confirmed. Note that there are restrictions on some products, and some products cannot be shipped to places outside Ilocos Norte.

When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider, shipping date estimates may vary.

Please also note that the shipping rates are based on the location and weight or size of the items. The weight of any such item can be found on its detail page.

WARRANTY, REPAIR, AND INSTALLATION

How do I request a repair?

We can gladly arrange a repair for your product. You can reach us through our customer service hotline at (0961-761-1111)  or email us at (officialtradeletter@vertexthandyphones.com).  Please keep the official sales invoice for warranty purposes.

Can I avail of installation services if I purchase online?

Yes, you can. We will notify you of the schedule of installation once the order is approved.

The installation will be arranged a day after the delivery date. An additional mobilization fee may apply depending on the delivery area.

What are your installation rates?

For appliances and Cignal  (please answer)