FAQ for SenseCAP M1 Orders

Q1: When will the next batch be announced?

A1: You can get official updates on the #sensecap discord channel (https://discord.gg/XM3tXCpMTq) or follow @sensecapmx (https://twitter.com/sensecapmx) on Twitter for official updates.

Discord: https://discord.com/invite/XM3tXCpMTq

Q2: Why is the Tax ID/Personal ID required?

A2: Some countries' customs authorities require importers to provide their tax ID number (for businesses) or personal identification number (for individuals). Your ID number will only be used to fill in the waybill for couriers and will not be used for any other purpose. It will not be shown on the package or any other documents. This list outlines the regulations from various regions and will be updated as information becomes available. For more related information, please check in http://support.seeedstudio.com/knowledgebase/articles/1185406
  • United States
Employer Identification Number (EIN) is required for business entities. For individuals, a Social Security Number (SSN) may be required.
  • European Union
Businesses: Economic operators in EU countries need to provide an EORI number for moving goods to EU nations from outside of the EU.

Q3: What should I do if I cannot pay via bank transfer?

A3: We only support payment via bank transfer for purchasing SenseCAP M1.

  • Please input your order number in Comments / Text to Recipient when you make the payment, in this case, we can bind your payment to your order.
  • Please send the bank transfer receipt via email to order@seeed.cc after finished payment.
  • Please finish the payment within 3 working days, your order will be canceled automatically if you do not finish the payment within 3 working days.
For how to pay with a bank transfer, click here for the guideline. http://support.seeedstudio.com/knowledgebase/articles/1922923-how-can-i-place-an-bazaar-online-order-when-i-want

Q4: What should I do if I pay it via bank transfer within 3 working days but may order still is pending because the bank to handle it over 3 working days? when will it update to be confirmed?

A4:Please send the bank transfer receipt via email to order@seeed.cc after finished payment, your order will be kept for 7 days. the order status will update to confirm after the money has been settled.

Q5: When will my order be shipped?

A5:  The delivery schedule is below

Q6: How to check whether my order is shipped?

A6: Please login to your account at Seeed Online Store and check the status of the order.

  • Pending: Your order is submitted to us but the money isn't settled.
  • Confirmed: Your order is accepted.
  • Processing: Your order is under processing.
  • Shipped: Your order has been collected by the forwarder.
  • Traceable: Tracking information of your order is available to check.
  • Canceled: Your order has been canceled.

Please note that since we need time to collect the tracking information and upload it to our system, normally it takes 1-2 working days (DHL) or 3-5 working days(/FEDEX) for the order status to change from "Shipped" to "Traceable".

Q7: Can I change my order for adding/deleting products, shipping method or splitting the order?

A7: Your order could be changed for free only if the order status is confirmed. You cannot change the order if the order status is processing, shipped, or traceable.

Q8: Is it possible to lower the invoice amount for custom declaration and can I change the name on the customs declaration?

A8: No, we couldn't modify the invoice amount and the name on the customs declaration.

Q9: What should I do if the tracking information shows the Clearance event SHENZHEN - CHINA MAINLAND as shown in the picture?

A9: It is being exported to China. The current status is that the recipient is ready to clear the customs. Generally, it will arrive at the customs of the destination country within 1-2 days. When the package arrives at the customs of the destination country, DHL will contact the recipient by email (seeed registered mailbox), The bill and customs clearance information are included in the email. The customs clearance document is usually an invoice, which can be downloaded by the customer in the seeed account. Customers only need to provide the corresponding information and pay taxes after receiving the email or phone call from DHL, and the package will be delivered to you on the scheduled working day.

Don’t worry, please wait for an update of the tracking information, your package will arrive at the customs of the destination country within 2-3 days.

Q10:What should I do if my order shows shipped but then returns to the shipper?

A10:

  • It happens because the recipient's name is the same as the name on the DHL's blacklist. Please contact Seeed customer service at <order@seeed.cc> to change the recipient name. It usually takes 1-2 business days for DHL to modify the shipping information.

  • If you cannot provide a different recipient name, you could also change the shipping method to FEDEX. Note that the delivery time for FEDEX is 5-10 working days. The system will update the tracking number in your account if the package has been resent.

Q11: What materials should I need to prepare for customs clearance?

A11: As usual, you need to prepare an invoice for customs clearance. Please download your invoice to your account. Please also check the guide: http://support.seeedstudio.com/knowledgebase/articles/955054-where-can-i-get-my-invoice

Q12:Do I need to pay extra when I receive SenseCAP M1?:

 
A12: Yes, the freight is not included import duty, you need to pay the import duty. When the package arrives at local customs, the local DHL will contact you via email or phone call to requires to provide the corresponding information and pay taxes.

Q13: What should I do if the SenseCAP M1 I received does not work?

A13: Please go to sensecapmx.com FAQ section https://www.sensecapmx.com/docs/faqs/sensecap_m1/ and check the answer first. If you cannot find the solution, please go to Official SenseCAP MX Community and post your question https://discord.com/invite/XM3tXCpMTq in the room of #troubleshooting.


Q14: Can I cancel the order of SenseCAP M1 or return the device?

A14:

  • SenseCAP M1 follows Non-Cancellable/Non-Returnable (“NCNR”), except for the quality problems. You need to contact us to review the problem if you want to return.

  • Cancellation refunds are not acceptable for orders that have been shipped (including situations of wrong purchases, customs clearance issues, abnormal addresses or express delivery unable to contact the consignee);

  • Cancellation refunds are acceptable if you contact sensecapmx team to confirm the quality problem when you received the products. The policy of refund authorization process for SenseCAP M1 as blew link https://www.sensecapmx.com/docs/faqs/refund-authorization-process-for-sensecap-m1/






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