Service Policies / Frequently Asked Questions
At STRATIO NAI Ltd., we have formulated smart service policies in order to make your online shopping experience with MobileLand™ as smooth and trouble-free as possible. We have gathered customer notes, inquiries, and recommendations resulting from their use of our merchant services, and we have designed operational procedures and practices allowing for both the effective and the amazing MobileLand™ customer experience. The Frequently Asked Questions stated below summarize answers to the inquiries we are most commonly getting from our existing or prospective customers. We present these questions and answers to you in written form to ensure that by reading them you get the guidelines for how you can benefit the most from using our services, and shopping for our products.
WHAT TYPE OF STORE IS MOBILELAND? DO YOU REALLY DELIVER QUALITY PRODUCTS?
MobileLand™ is a growing European wholesaler aiming to be the world's finest online shopping platform specializing in premium-quality mobile accessories, offering valued brands and products in the following carefully selected product areas: Mobile Cases and Covers, Tablet Cases and Covers, Mobile Battery Packs, Mobile and Tablet Chargers, Mobile Holders, Selfie Sticks, Cables and Other Accessories for Mobiles and Tablets. We are continuously expanding our brand and product offerings to better serve our customers. Our mission at MobileLand is to provide exceptional service to our customers by offering well-chosen selection of unique, attractive products and brands, hard-to-find or unable to be purchased anywhere else, at great prices, with the most knowledgeable and outcoming staff. Offering mobile and tablet cases and covers is where our business started, but today MobileLand is so much more. Our growing selection of mobile accessories and other personal goods is aiming to match the big retailers. Our customers are as diverse as our product offerings. MobileLand serves individuals as well as organizations and businesses all over the world. Whether you are a casual mobile or tablet user, a tech enthusiast, a mobile geek, a luxury lover, a brand enthusiast, or a professional, our knowledgeable staff and product experts are here to assist you with your purchase. We are dedicated to providing you with the highest quality of customer service. Please let us know how we can help.
ARE THERE ANY LIMITATIONS TO USING THIS WEBSITE?
MobileLand™ allows you to download only one copy of the content on or from the MobileLand.eu Electronic Store Web Site (MobileLand.eu web site) solely for your personal or business use. If you use the MobileLand.eu web site as a business entity, you are only authorized to download one and only one copy of all the website pages and elements, and use them on an “one access-one user” basis. Any other colleague/partner/employee/employer/member of your business organization must use the MobileLand.eu web site independently. Use of the web site for any of the following purposes is not permitted: A. Posting any incomplete, false or inaccurate personal and/or corporate information is not permitted. Submitting any name, address, email address and web site other than your own and/or the company you represent is strictly prohibited; B. Revising, deleting or in any way altering information posted on the web site; C. Using any device, software, routine or any other mechanism to interfere with the proper working of the site or activity being conducted on the site; D. Performing any action that will subject the web site’s infrastructure to an unreasonably large load of data; E. Using or attempting to use any engine, software, tool, agent or other device or mechanism (including but not limited to browsers, spiders, robots, avatars or intelligent agents) to navigate or search the web site via other than the common web browsers such as Google Chrome, Mozilla Firefox, Apple Safari, Opera, and Microsoft Explorer; F. Altering, deciphering or disassembling any component of the web site; G. Making any unauthorized copy, duplication or reproduction of the web site or the content; H. Framing or linking to the web site or any of the web site content from any third party. Would you notice any of these misuses of the MobileLand.eu web site, or have evidence somebody is using the MobileLand.eu web site improperly exploiting any of the prohibited methods above, or similar, please contact us immediately.
WHAT IS YOUR TRADEMARK AND COPYRIGHT POLICY?
MobileLand™ is a trademark used in commerce in connection with wholesale and retail of mobile devices and their accessories, and as such is protected by valid legislation on intellectual property rights in the following member states of the European Union where we actively operate: United Kingdom, Germany, Austria, Spain, Italy, Netherlands, Czech Republic, Slovakia; and in Switzerland. We may also operate, and thus use the MobileLand™ trademark, in other E.U. member states or other countries, without limitation (we specifically do not operate in Serbia, Montenegro, and Bosnia and Herzegovina). The MobileLand™ name and logos are trademarks and service marks of STRATIO NAI Ltd. (collectively the “MobileLand Trademarks”). Other MobileLand, product, and service names and logos used and displayed the MobileLand.eu website may be trademarks or service marks of their respective owners who may or may not endorse or be affiliated with or connected to MobileLand™. Nothing in these Service Policies or on the website should be construed as granting, by implication, estoppel, or otherwise, any license or right to use any of MobileLand Trademarks displayed on the website, without our prior written permission in each instance. All goodwill generated from the use of MobileLand Trademarks will inure to our exclusive benefit. The contents of the MobileLand.eu web site, which include but are not limited to, text, graphics, images, logos, animations, HTML codes, JAVA scripts, and other web site content (hereafter referred to collectively as “web site content”) are protected by the E.U. and international copyright, trademark and other laws, and are solely the property of STRATIO NAI Ltd. Unauthorized use of the MobileLand™ brand ot the MobileLand.eu web site may violate copyright, trademark or other laws, and will be followed by legal action against the infringing party to the maximum extend available by law. Any copy of the web site that you have remains bound by said laws. You may not alter, modify or change in any way the MobileLand.eu web site content, nor may you distribute, publicly display, reproduce, sell or use the web site content in any public or commercial way. The use of web site content in any way on any web site other than the MobileLand.eu web site or in a networked computer environment is strictly prohibited. The HTML code used to create the web site content is the exclusive property of the company and is subject to the same terms and conditions as the web site content. You shall not copy, adapt, decipher, decompile, disassemble or reverse engineer any of the software comprising the web site content or the pages making up any the MobileLand.eu web site. It is also protected by STRATIO NAI Ltd. copyright. Would you notice any infringement of the STRATIO NAI Ltd. copyright, or have evidence somebody is using the MobileLand.eu web site or the MobileLand™ brand improperly, please contact us immediately.
DO YOU HAVE A CUSTOMER CARE POLICY?
MobileLand™ is committed to excellence in serving all customers regardless of their race, age, skin color, ethnicity, or religion. All MobileLand employees are trained to be treating our valued customers with the utmost respect and care at all times and on an ongoing basis. MobileLand recognizes the importance of the principles of independence, dignity, integration and equal opportunity and is committed to complying with the mandatory customer service standard addressed in the corresponding Directives of the European Parliament.
IS MY ONLINE PAYMENT SAFE WITH MOBILELAND?
HOW DO YOU PROCESS CUSTOMER CLAIMS? WHAT IS YOUR RETURN POLICY?
We want your experience with us to be easy and hassle-free. If, for any reason, you are not completely satisfied with a purchase, you may return most items within 14 days of receipt for an exchange or full refund. If you wish to return an item after 14 days from the date of receipt, we no longer handle the return process ourselves, instead, we contact the manufacturer on your behalf for possible repair or replacement, and consequently let you and the maufacturer agree on further action, in direct communication and in accordance with both the E.U. and the manufacturer's country legislations. Please be aware that all returns are subject to MobileLand's Return Policy. Items must be returned in NEW condition (i.e., not used, broken or worn), in original manufacturer's packaging, and with all original contents and documentation included. We do not charge any restocking fees for returned goods meeting the terms of our Return Policy. For a full list of exceptions, please review our Return Policy Exceptions. All exchanges and returns require the completion of a Return Merchandise Authorization (RMA) form . Once completed, please send it (electronically = email only) to the email address firstname.lastname@example.org, and wait for our confirmation. Once your RMA Form has been confirmed and you get an MobileLand RMA Number, fill-in the RMA number to your RMA Form, print it once again, and attach it to the outside of the postage box you will be returning the goods in. Please return the merchandise immediately as the RMA number is only active for 10 days from the date of submission. For more information, please review our Return Policy Instructions. We highly recommend insuring goods for their full value and safely wrapping items to prevent shipping damage. Charges associated with returning items are the responsibility of the customer unless the item arrived defective, incorrect, or broken. For orders damaged in transit, please contact us or review our Shipping Policy for more information. For more detailed information on our return process, please refer to our our Return Policy Information Page and feel free to contact us if you have any questions.
HOW DO YOU SET YOUR PRICES? ARE THE PRODUCTS LISTED ON YOUR WEBSITE IMMEDIATELY AVAILABLE?
MobileLand™ is committed to providing the best combination of price and service to our customers. Our valued relationships with elite suppliers of premium-quality mobile accessory products allow us to negotiate reduced prices and pass the savings along to you. In addition to our exceptional pricing, we offer Cost-free Shipping to all EU member states on qualifying orders over €249, have an exceptionally knowledgeable staff to answer any of your questions, ship most of our items within 1-4 days, and are a trusted distribution partner for all brands which we sell. Regardless of your needs, MobileLand ensures you will be satisfied. All MobileLand pricing and availability information published on MobileLand.eu website are subject to change without notice. All prices listed are in Euros. If you have any questions regarding our pricing or would like to check whether your item is in stock, please contact us. MobileLand is proud to offer promotions to our loyal customers. When placing an order, simply type the coupon code as listed during the checkout process. Once entered, you will instantly see your updated price reflecting your discount. Please note only one coupon code can be used per order and a coupon code cannot be combined with any of our other promotional offers. If you have any questions regarding the use or eligibility of your coupon code, please contact us. MobileLand also provides discounts to qualifying orders placed by our customers. For tailor-made, large-volume discounts, please contact us. All MobileLand pricing and availability information are subject to change without notice. MobileLand has no liability in the case of any orders arising from typographical errors or incorrect pricing and reserves the right to cancel any orders without assigning any reasons. Further, MobileLand reserves the right to revoke any offer and correct any omission, error, or inaccuracy, whether or not a quotation or order has been submitted, confirmed and/or your credit card charged. Every effort has been made to ensure accuracy of information listed and MobileLand is not responsible for any errors, omissions or inaccuracies contained therein. MobileLand makes its best effort to ensure the "List Price" (located on product pages) represents the full retail price suggested by the supplier or manufacturer, the price estimated based on comparable items offered elsewhere, a former price the item was offered for at MobileLand, or the price estimated in accordance with standard industry practice. Please note the "List Price" may vary according to your geographic location. MobileLand offers its products nationally and internationally and it is impossible to indicate the particular "List Price" of an item in every location on any day. The difference between the "List Price" and the "Sale Price" represents the amount you save on the purchase. If you have additional questions regarding our Pricing Policy, please feel free to contact us.
WHAT IS THE "VAT TAX"? I LIVE OUTSIDE EUROPE - IS IT TRUE THAT I AM EXEMPT FROM PAYING VAT?
All prices published on the MobileLand.eu website are listed VAT-including. If you live outside the EU, you DO NOT NEED TO PAY THE VAT TAX - our system will automatically recognize that your order was placed from outside Europe, and you will not be charged the VAT Tax on top of the catalog price. Value Added Tax is an obligatory tax charged in all EU member states to all merchants and end users. VAT stands for Value Added Tax. The tax is calculated by adding the tax amount (the actual percentage rate of VAT Tax amount differs from state to state) on top of the price in such a manner that the final consumer pays the price of goods plus the VAT tax in one final payment, while the tax is rendered as a separate item in the billing statement. VAT Tax is charged by almost all European merchants, producers, suppliers, and wholesalers. Hence, a VAT Tax channel is being created for every individual goods item sold in the E.U., while the absolute VAT tax amount charged grows in proportion to the actual growth of product price itself, following the principle that "value is added to the original goods each time it is sold more expensively in its inherit tax and sale channel", as it proceeds all the way to the final consumer. VAT Tax charged by all qualifying E.U. producers, wholesalers, and merchants is calculated in monthly or quarterly summaries, a tax return is filed in the end of their relevant tax period to a state tax agency confirming the totals of price and tax amounts paid to suppliers, and the totals of prices charged to customers, while any excessive tax amounts are then asked to be received / given back from / to state tax authorities. The excessive VAT is then returned / charged to the merchant by a state tax agency in monthly or quarterly clearance payments. Would you have any questions on the VAT Tax payment, please consult this Wiki article. MobileLand automatically applies 20% VAT on all of its listed goods to its clients who live in the European Union, as per the applicable VAT tax rate of MobileLand principal place of business. The tax is included in the final price calculation, so if you reside in the European Union, you will be charged VAT to comply with the EU legislation. However, if you are owner of a business with registered business address in the European Union, you may be eligible not to get charged the 20% VAT Tax. If you wish to place an order with MobileLand.eu as a qualifying EU business owner, or if you have questions about the VAT Tax, your tax exemption and/or returns, please contact us.
WHAT ARE MY PAYMENT OPTIONS? WHAT KINDS OF CREDIT CARDS DO YOU ACCEPT? CAN I PAY BY PAYPAL?
CAN I CANCEL MY ORDER AFTER I HAVE PLACED IT? TILL HOW LONG?
MobileLand™ is dedicated to providing exemplary customer service to all of our customers. We pride ourselves on our ability to quickly and accurately process all orders. If you have any questions regarding your purchase, we will do everything we can to address your concerns. If you wish to cancel your order for any reason, please contact us as soon as possible. As a vast majority of in-stock items ship within 1-4 days since the moment the order was placed, it is imperative that you contact us so we may attempt to cancel your order before it is processed and/or shipped. An MobileLand Representative will attempt to process your order cancellation request immediately upon receipt. If your request is successfully completed, a confirmation will be provided to you either via email or phone. Please note that if you do not receive a confirmation from an MobileLand Representative, we may have already processed and/or shipped your order and are unable to cancel. MobileLand reserves the right to cancel your order for any reason. If your order is cancelled, you will receive a notification via email or phone with alternative options provided, if possible. Please note that some of the reasons your order may be cancelled are: A. The ordered item cannot be shipped to you due to European Parliament, Government, or country's relevant local authority regulations, or due to the relevant Export Control Policy; B. Additional information needed to process the order was not provided in a timely manner; C. The item has been discontinued or is no longer available; D. Due to our Pricing Policy. MobileLand is unable to adjust or cancel orders once processed and/or shipped. Please note that all special order items cannot be cancelled once they are processed and/or shipped. For more information, please check the item's specific product page or contact us.
WILL YOU SHIP TO MY COUNTRY? DO YOU HAVE A SHIPPING POLICY?
MobileLand™ ships internationally to almost any destination worldwide. All international shipping options utilize a mix of reliable carriers to ensure your order is delivered in a secure and timely manner. After the order is placed, the system recognizes your preferred shipping method that you have chosen during checkout. For a complete summary of available shipping options, please view our Worldwide Shipping Information Page. Please make sure to check your local laws, rules and regulations in regards to all custom/brokerage fees, duties, taxes and restrictions imposed on goods imported into the country of destination as all fees mentioned above are the responsibility of the recipient and not MobileLand. All costs incurred on a refused delivery because of high custom or brokerage fees, duties, taxes or restrictions imposed by the country of destination are the responsibility of the customer. MobileLand provides Cost-free Shipping to the all member states of the European Union on qualifying orders over €249. All other orders will be charged competitive shipping rates. For exact rates, view our convenient online Worldwide Shipping Information Page. Competitive shipping rates apply to all shipments to the rest of the world, including the United States of America, Alaska, Hawaii and U.S. Territories (Puerto Rico, Guam, American Samoa, U.S. Virgin Islands, Northern Mariana Islands and U.S. Minor Outlying Islands), Canada, Australia, China, Hong Kong, Singapore, Vietnam, Japan, South Africa, Turkey, and all other world's countries except those excluded in accord with our Shipping Policy Information Page. Most in-stock orders ship within 1-2 business days. Upon shipment, you will automatically be notified with tracking information via email. For extended information on our shipping policies, please review our detailed Worldwide Shipping Information Page.
DO I HAVE TO PAY CUSTOMS DUTIES? ARE THERE RESTRICTIONS ON GOODS IMPORTED TO MY COUNTRY?
U.S. Customs and Border Protection, Canada Border Services Agency, Australian Customs and Border Protection Service, General Administration of Customs in China - these are examples of organizations and agencies that administer import control regulations, define import restrictions, levy import fees. The fees are mandatory (they must be paid) when importing our goods (any goods) to your destination. Customs duties, sometimes along with other kinds of import tax and/or other fees, differ from country to country. They are borne by you (the "Customer") at the time of importation of our goods to your territory. Fortunately, in most civilized countries there are various allowances and/or exceptions from paying customs duties, e.g. when importing goods not exceeding certain price limit, when importing certain kinds of goods, etc. In any case, since you are responsible for all possible customs duties of your purchased goods, we advise you to familiarize yourself now with the valid import and tax regulations applicable to your country, state, import position, chosen type of goods you wish to import. The following Wikipedia article on customs is a good point to start your research. Our E.U. customers do not have to pay customs duties.
DO YOU PROVIDE INDIVIDUAL PRICING FOR BUSINESSES? WHAT IS YOUR B2B POLICY?
At MobileLand™, we pride ourselves in delivering fast, smart, end-to-end customer service. As an option, we provide business-to-business deliveries, always respecting individual needs of our business clients and finding ways of providing them with such delivery terms and per-unit pricing options that are competitive and bring satisfaction both to our clients and ourselves. For more detailed information, please contact us with concrete inquiries and B2B questions.
HOW CAN I CONTACT INDIVIDUAL HEADS OF YOUR MANAGEMENT TEAM?
For your convenience, below please find the contact sheet referring to heads of MobileLand™ Team of Valuable People, and the contact data you can reach us at. Please get in touch with MobileLand™ using the contact data below this paragraph in every single instance you need help, advice, support, information from MobileLand™, or have other inquiry you need to discuss with MobileLand™. MobileLand™ representatives will gladly answer any requests as soon as they can.
|TEAM HEAD NAME||TELEPHONE, FAX, EMAIL|
|Mr. Mark Stupka||phone: +421/2/2073 8339 • fax: +421/2/2073 833-98 • e-mail: email@example.com|
|Mrs. Veronica Wiessman||phone: +421/2/2073 8339 • fax: +421/2/2073 833-98 • e-mail: firstname.lastname@example.org|
|Mrs. Barbara Gardonyi||phone: +421/2/2073 8339 • fax: +421/2/2073 833-98 • e-mail: email@example.com|