FREQUENTLY ASKED QUESTIONS

After placing a hardware order on the Esevel platform, several steps typically follow to ensure smooth processing and delivery:

1. Checking the Stock with Vendor (1-2 Working Days): We will first verify the availability of the ordered item(s) with our vendor. 

2. Order Confirmation: You will receive an confirmation email that your order has been received.

   • If Stock is Available: We will change the status of your order to "Confirmed."

   • If Stock is Unavailable: We will send an email to your registered email address offering a replacement model with similar specifications and price range.

3. Vendor Preparation (2-3 Working Days): Once the stock is confirmed, the vendor will gather and prepare your order. 

4. Shipping Preparation

   • Once your order is processed, the hardware will be prepared for shipping. This involves packaging the items securely and generating shipping labels.

   • Delivery typically takes 1–2 working days within major and capital cities. For deliveries to provinces or remote areas, additional time may be required depending on the location.

5. Order Status Updates and Tracking: You will receive automatic email updates about your order status, including the tracking number, once the order is dispatched.

6. Receipt: Upon receiving the shipment, carefully inspect the package to ensure all items are present and undamaged. If there are any issues with the order, contact Esevel's customer service promptly. 

7. Installation & Device Setup (if applicable): Esevel offers Remote Setup. Once the device is delivered, our team will contact the user directly to guide them through the setup process and ensure everything is ready to use.

Throughout this process, you may receive notifications via email or through the Esevel platform to keep you updated on the status of your order. If there are any delays or issues, please reach us directly at customersupport@esevel.com.

This procedure applies to devices ordered through the Esevel Marketplace.

1. Contact Customer Support
   If you experience an issue with your device, please reach out to our Customer Support team at: customersupport@esevel.com.

2. Provide Necessary Information
   In your message, kindly include the following details:

   • Esevel Order Number.

   • Description of the issue (along with any relevant photos or videos).

   • Device Serial Number.

3. Next Steps
   Once we have all the required information, our team will review your claim and provide guidance on the next steps.

If you cannot find the models/items you are looking for on our Marketplace, you may follow the guide below to request the specific model you are looking for.

Help Center - Requesting Devices Not Listed on Esevel Marketplace

Yes, you can amend your order after it has been placed. 

Please contact our customer support team at customersupport@esevel.com to discuss any changes you would like to make.

You can cancel your order only if the status is still marked as "Pending." To request a cancellation, please contact our Customer Support Team as soon as possible.

Once the order status changes to "Confirmed," we are unable to process the cancellation.

Certainly! our platform allows you to add more than one item into one order. 

Make sure to review them before you proceed to checkout. 

A CTO (Configure-to-Order) model refers to a product that is customized based on specific customer requirements before being built and delivered. These models are not pre-built or readily available in stock; instead, they are tailored to meet the unique specifications requested by the customer.

As a result, CTO models typically require additional lead time for manufacturing and delivery. The lead time usually will more then 2 weeks.