FAQ
Ordering & Shipping
Can I redirect my order to a different address if my order has already shipped?
Sorry, we can only provide shipping to the original destination specified in the order details.
Do I need to pay customs or import charges for my order?
In most instances, customs fees are already paid for by us. If you encounter a situation where you are asked to pay additional fees, we strongly advise that you appeal the dues with your region’s import bureau. If you have already paid, please keep the invoice or evidence of payment and contact GMK’s customer support (via IM on the main website at www.gmktec.com , or at support@gmktec.com) as soon as possible.
What should I do if I receive wrong items or if any of my ordered items are missing?
In the event that there’s an issue with your order contents (whether wrong or missing items), please contact GMK’s customer support (via IM on the main website at www.gmktec.com, or at support@gmktec.com) ASAP with photo evidence to back up your claim, and we will process it at the earliest.
What should I do if my tracking has not been updated for an extended period of time?
If you’ve been checking the tracking system for over 15 days without any updates, please contact us via www.gmktec.com/pages/track-order
What should I do if my parcel was damaged upon delivery?
If the damage to the parcel affected the contents inside, please take adequate photo evidence and send it to us (via IM on the main website at www.gmktec.com, or at support@gmktec.com) at the earliest.
How do I track my order?
You can track your order via https://gmktec.com/pages/track-order
Why is my shipping fee more expensive compared to others?
The shipping fee is not a universally-flat fee - it is charged depending on the distance from the nearest warehouse and the delivery type, with faster deliveries and longer distances resulting in a proportionately higher fee. Despite this, we always strive to provide you with the lowest possible delivery fees!
Where will the order shipped from?
Depending on your location and the availability of the item, your products may be shipped from US, JP, China or other regions around the world.
When will I receive my order?
Please expect to receive your order within 20 days for global deliveries, and 5-7 days within the US.
What shipping methods do you offer?
Currently, we use 2 shipping methods to fulfil our global orders shipped from China, and are in the process of adding other shipping services and logistics partners to speed up the average global delivery times. See details here: https://gmktec.com/pages/track-order
Why are prices different in different countries?
Item prices vary according to operating costs, local taxation policies and rates, and other factors. Rest assured that whatever price you see is the lowest possible feasible price set for each market.
How do I change my shipping method after placing an order?
Unfortunately, that is not possible, so we urge you to double-check your delivery details before you place the order.
What should I do if my parcel is lost?
In a situation where you have not received your order within 25 days of purchase, please contact us (via IM on the main website at www.gmktec.com, or at support@gmktec.com ) and send us your order number along with your concerns.
How do I cancel my order?
You can cancel your order only before it has been processed for shipping; if your order has already been shipped, please contact us at the earliest to notify of the reasons for cancellation.
Payment & Security
What payment methods do you accept?
For now, we accept PayPal, as well as Visa, MasterCard, and American Express credit cards. If you don’t have access to any of the above and want to set up a PayPal account, you can easily set one up within a minute for your country of residence by looking up https://www.paypal.com/us/webapps/mpp/country-worldwide It’s way easier than it looks!
What do I do when my online transaction fails?
Although this is a very rare situation, you can refresh the page and try to pay again; in any event, if your account is accidentally credited twice, you can easily reach out to the team and they will refund the duplicate order payment via the original payment method. If you continue to have transaction problems, please contact us with the error message details.
Can I use my credit card to make a payment?
Yes, you can! We accept Visa, MasterCard, and American Express credit cards.
What should I do if I get a payment error?
Please contact us immediately through our customer care channels (via IM on the main website at www.gmktec.com, or at support@gmktec.com ).
Can I use my credit card to make a payment?
Yes, you can! We accept Visa, MasterCard, and American Express credit cards.
Does GMK collect and store my payment details?
We do not collect or store any of your payment details. Since all payments and payment processes are handled directly by PayPal, internationally-renowned payment service, we zero access to your personal payment information. Once you reach the final stage of the checkout process, you will be taken directly to PayPal.”
Warranty & Repair
I’m due for a refund, how long until I receive it?
All refunds are processed within a 15-day period.
Do I need to pay for the shipping fee when returning a product for repair or replacement?
In the event that you need to return a product for repair or replacement (as covered by the limited product warranty), please ensure you pay the exact postage amount, failing which your package will either be rejected or sent back to you; GMK is not responsible for unpaid packages upon their arrival.
My device is malfunctioning; how do I get it repaired?
Please contact us through our customer care channels (via IM on the main website at www.gmktec.com, or at support@GMKtec.com ) with details about the issue and photos/videos of the malfunction.
What should I do if I received a broken product?
First off, we’d like to apologize for the disappointment and inconvenience. To get a product replacement, we encourage you to send 1. Clear and adequate photographic proof of the damage and the parcel 2. Send the pictures along with your order number to support@GMKtec.com at the earliest Once we receive your information, our agents will conduct all further processes on your behalf on a priority basis.
What's the process for return and replacement?
If you are not satisfied with your products for any reason, you may request a return within 60 calendar days of the date of the order’s dispatch. To do so, please submit a claim requesting a replacement. Once your package has been received and verified against the warranty, we will issue a full refund or a replacement for the eligible products. Please note that all accessories must be new and unopened to be eligible for refunds. To qualify for a replacement or refund, devices must be in an unused condition and, if possible, with the original sealed packaging intact. Accessories must be sealed in their original packaging. If an accessory is returned without cause, GMK reserves the right to deduct the shipping fee from the refund amount.
Please find FAQs about 14-inch Xpanel monitor in the back of the product page here:
https://gmktec.com/products/xpanel-14-inch-4k-uhd-portable-touchscreen-monitor
Please find FAQs about 15.6 inch Xpanel 2 4K monitor in the back of the product page here:
https://gmktec.com/products/xpanel-2-15-6-100-adobe-4k-portable-touchscreen-monitor
Please find FAQs about NucBox S Mini PC in the back of the product page here:
https://gmktec.com/products/nucbox-most-powerful-palm-sized-4k-mini-pc-1
Please find FAQs about NucBox 2 Mini PC in the back of the product page here:
https://gmktec.com/products/nucbox2-intel-core-i5-8259u-4k-mini-pc
Please find FAQs about 15.6 inch Xpanel SE monitor in the back of the product page here:
https://gmktec.com/products/xpanel-se-15-6-fhd-portable-monitor