FAQ

 

My Order

Track package: The moment your package is handed over to the carrier by us, you will receive an email containing the Track & Trace code. With the Track & Trace you can track the package and see the expected delivery time. This code can always be found in your account under My account > My orders.
If this information has not helped you further or if you have any questions, please contact our customer service.

I have received a wrong product: It is possible that we make the choice to send a replacement product in the event that the product in question is not available. For more expensive products, we will always contact you first to ask what your preference is. If the replacement product is not satisfactory, please contact our customer service.
For a quick solution, we would like to ask you to send us a photo of the relevant packing slip and the incorrectly received product with a short explanation. The packing slip can be found in the envelope on the box.

A product is missing from my order: It is possible that a product was not delivered because it turned out to be out of stock. This will be clearly indicated on the packing slip (The packing slip can be found in the envelope on the box) by means of a note and an E-mail with further information will be sent to your E-mail address within two working days.
If this information has not helped you further or if you have any questions, please contact our customer service. For the appropriate solution, we would like to ask you to send us a photo of the relevant packing slip with a short explanation. The packing slip can be found in the envelope on the box.

No Battery and/or Phone received: Batteries and telephones may not be shipped by plane due to fire safety. Because of this we are forced to send these separately. This has several possible consequences for you as a customer:
-Your package cannot be tracked via Track & Trace
-Your package is delayed (1 to 5 days)
If this information has not helped you further or if you have any questions, please contact our customer service.

My package was delivered damaged: It is possible that you receive a damaged package from the carrier. We recommend refusing the package and reporting it to UPS or MTimpex. If you have accepted the package, we recommend making a video when you unpack the damaged package, because this will speed up the process in case products are missing or damaged.
If this information has not helped you further or if you have any questions, please contact our customer service.

 

 

Returns / RMA

How can I return an item?
If you click on the following link. Returns click here

What are the return conditions?
For a speedy settlement of your return(s), you should take into account the following conditions: - Product must be in original packaging.
- Do not bring any damage to product.
- Do not apply stickers or texts to the product.
- State the reason for return per product.
- The earth of the defect must be indicated for each product. This must be done in our Return platform. - Returns are processed within 2 weeks of arrival at Mtimpex.
- The fragile products such as LCD/Touch/Glass parts must be packed well otherwise your return will not be processed.
- Return is at your own risk such as transport damage or loss of the package.
If you have any questions about return conditions, please contact our customer service.

How can I see if my return package has arrived at your home?
You will receive a notification in your E-mail when the package has arrived at us if it has been sent via our return system. Another possibility is to check Track and Trace.

How long does it take on average to process a return?
We try to handle a return within 2 weeks. It can sometimes happen that this takes longer because of a repair or a test procedure.

I have received my returns why is this?
We have sent you a form why we have rejected your return. If you do not agree with this reason, please contact our customer service. They can give you additional information about rejected returns.

 

 

Payment

How can I pay?
With us you pay always safe! With over fifteen years experience in the telecommunications industry, we know that you as a business owner always needs certainty when it comes to making payments. That's why we only use (inter)nationally accepted and secure payment methods:

Paypal
PayPal is next to iDEAL a very safe way to pay online without sharing your data. Pay from your mobile phone. No random readers or verification codes, plain, simple online shopping and payment.



iDEAL
With iDEAL you can safely order with a familiar and easy checkout. You can pay through the secure internet environment of your own bank. You don't need to create an account to be able to pay with iDEAL, but you can simply log in using the same secure method you are using with Internet banking.

COD
If you choose Cash on Delivery, you pay your order at the time of delivery. You pay the purchase price plus any transport and COD charges directly to the courier of the delivery.

Bancontact/Mr Cash
Bancontact/Mister Cash allows for a smooth payment system since 1989 and is the market leader in electronic payments in Belgium. Bancontact/Mister Cash will ensure that the money from the account of a payer is transferred to the account of a receiver. For a cardholder, this is done through the bank that issued their card (the issuer) and for a dealer through the supplier of his payment terminal or online payment solution (the acquirer).

Sofort Banking
With SOFORT Banking online payments is easier than ever! With SOFORT Banking, you make the payment by using data from your Internet Banking. This method is absolutely secure. The payment process takes place in real time, so your order (faster than a usual bank transfer) can be processed immediately. Moreover SOFORT Banking is a commonly used payment method in Germany. By using SOFORT Banking we would like to meet the needs of our German customers.

Transfer
If you choose a bank transfer, please transfer the total amount of your order via your own bank account to the bank account of MTimpex.com.

Attn Mobile Today BV
IBAN number: NL88ABNA0510257097
BIC / SWIFT: ABNA NL 2A

Cartes Bancaires / Carte Bleue
Cartes Bancaires (Carte Bleue) was a major debit card payment system operating in France. Unlike Visa Electron or Maestro debit cards, Carte Bleue allowed transactions without requiring authorization from the cardholder's bank. In many situations, the card worked like a credit card but without fees for the cardholder.

 

Belfius
Belfius is a Belgian bancassurance group based in Brussels. Belfius was founded as a commercial limited company and focuses on the local market.

 

Payment failed, what now?
If your payment has failed, we ask you to:
1. Log in to our www.MTimpex.com
2. You can log in to MY ACCOUNT via the HOMEPAGE.
3. All orders are in MY ACCOUNT.
4. Click on the VIEW to the right of your order.
5. Click PAY NOW right below the total amount
6. Choose your payment method
7. Send a whatsapp message from your payment confirmation to 0031 (0) 651919833 or E-mail to [email protected].

My VAT Number is not correct or do not have a VAT number, can I order?
You can check your VAT number via this link. If your VAT nomber is not valid then you must pay 21% VAT on your order. This amount of 21% can be settled by your accountant.
Do not have a VAT nomber. You can request VAT number from the authorities

 

 

New Customer

How can I see the prices?
You can see the prices by creating an account at www.MTimpex.com

How do I create an account on your website?
If you click on the link below you can create a new account with us.
https://www.mtimpex.com/account/register/

Can I order directly from you?
Yes, you can order directly from us after approval of your account and VAT number. If you do not have a VAT number, you will have to pay VAT.

Can I order from you as a consumer?
New. Unfortunately you cannot order from us. We only deliver to companies.

Can I also pick up an order from you?
Yes. You can pick up the package from us. Choose in order process (Pick up order). When you complete the order, you can pick up your order from us in a few hours. Well in our opening hours! (until 6 p.m.)

Can I order on account from you?
Yes, you can only order on account if you have permission from us. If you still order on account, your order will be cancelled. For more information, please contact customer services.

 

 

Delivery

Orders placed and paid for before 7:00 PM will be shipped the same day.

PLEASE NOTE: During busy periods, your order may be delayed. This means that there is a possibility that your package will only be delivered the next day. You can follow the status of your package on our webshop. My account>My orders

EU: (some countries/islands excepted)

-Standard Delivery
2-3day delivery time

-COD/Cash On delivery
2-4 days delivery time

-EXPRESS/Saver
1-2 days delivery time

If this information has not helped you further or if you have any questions, please contact our customer service.