FAQ

Product Warranties and Service

• Q. But YOU sold it to me, you have to make it right.
• Q. Does Eikon repair all the machines and power supplies you sell?

Return Information

• Q. Why was my Return sent back to me?
• Q. Can I exchange something I purchased?
• Q. Crap, I got my order and just realized I ordered the wrong item - what do I do?
• Q. How long will it take to receive my refund?

Shipping Information

• Q. My package arrived damaged, what now?
• Q. I'm having problems with my delivery, what do I do?
• Q. Do you deliver on weekends or holidays?
• Q. How do I know when my order will show up? What if I’m not at the shop?
• Q. How long will it take to get my order?
• Q. HELP! I think my package was lost or stolen - What do I do?

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Payment Information

• Q. Do you accept e-Transfers?
• Q. Why do we ask for your billing address when making a credit card purchase?
• Q. Why do we ask for your CVV number when making a credit card purchase?
• Q. I’m ordering from the U.S. but you won’t accept my AMEX number - What gives?
• Q. Can I use a gift card from Visa, Mastercard, or American Express on my purchase?

Special Orders

• Q. Do I have to pay shipping on a Special Order?
• Q. I saw XX brand product on another site and I really want to buy it, but I’d rather get it from you guys. Can I get you to special order it for me?
• Q. How long will it take for my Special Order item to get delivered?
• Q. An item you carry is currently out of stock online, can I Special Order it from you?
• Q. There’s a pen machine I want to get, but I don’t see the colour I want on your site. Is there a way to get it anyway?
• Q. What do you mean by Special Orders?

Pre-Order Information

• Q. I found the items I Pre-Ordered somewhere else/I changed my mind about the items. How do I cancel my Pre-Order?
• Q. What if I need some of my items sooner than when the Pre-Order Products are expected to be in stock?
• Q. What happens if my order includes Pre-Order Products?
• Q. What’s a “Pre-Order” item?

Ordering

• Q. How can I obtain Sterilization Certificates for “Sterile” items I’ve purchased?
• Q. I just got my order and you sent me the wrong item - What now?
• Q. My order arrived and something’s missing. What do I do?
• Q. Hey, my order never showed up. The tracking information says it was undelivered and returned to Eikon.
• Q. Ooops! I made a mistake in my shipping address on my order. What do I do now?
• Q. How will I know when my order has shipped?

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My Account

• Q. I’ve left the shop I was at. What do I do now?
• Q. What if I work out of a private/home studio?
• Q. What kind of proof do I have to provide so you’ll approve my Professional account?

Holidays & Closures

• Q. When do you close for holidays?