What if I forgot my password?
If you forgot your password, you can always recover it. An email containing a temporary password sign in link will be sent to the email address associated with your username. The temporary password link will only be active for 24 hours. If you do not sign in within 24 hours of receiving your temporary password, the link will expire and you will need to complete the Forgot Password process again.
What should I do if I have problems with signing in?
If you forget your password, you can click here to reset the password.
If your password and email address are correct, please check the internet connection, enable cookies, enable javascript, and refresh the page. Then please try to sign in again.
If you are still unable to sign in, please contact Fiber Store Support Team.
How do I add or manage addresses?
Your Fiber Store account allows you to add, edit, modify and delete addresses. You can also select a default address to make future orders easier to place during checkout.
Also, address can be modified, added, or deleted during the checkout process.
How do I change my contact information?
Contact information can be updated under your FiberStore account’. You can also edit contact, shipping, and billing information during the checkout process.
If you are not receiving emails from Fiber Store, please contact Customer Support.
How do I change my registered email?
If you wish to change the email you used to register, please follow the directions below.
1. Click the LOGIN button located to the left on the Home Page. If you are not signed in, you will need to enter your username and password.
2. Please select “Email Address” in the Settings Button.
3. You will be asked to sign in again after changing email successfully.
Even though you update the registered email address, the previous order history will still be reserved if you sign in with the new address.
What should I do if I have problems with signing in?
If you forget your password, you can click here to reset the password.
If your password and email address are correct, please check the internet connection, enable cookies, enable javascript, and refresh the page. Then please try to sign in again.
If you are still unable to sign in, please contact Fiber Store Support Team.
Is your site secure?
Yes. Your personal information is stored safely behind our firewall.
How can I avoid my account being compromised?
Fiber Store will never reveal your account information to any third party. It is recommended that you use a more complicated password when setting the account password, and avoid sharing password information across sites to protect your account security.
How can I check product availability?
Our e-commerce platform is continuously updated to provide accurate product availability information. When a product is out of stock, you can leave your email address, and we will notify you as soon as the item becomes available again. This ensures you never miss out on your desired products.
How can I check the lead time for a product?
If the product is available in our local warehouse, it will be shipped promptly on business days. If the item is out of stock locally, the estimated delivery date will be shown on the product detail page.
For custom orders or products sourced internationally, lead times may vary. Our team will keep you informed about the status of your order every step of the way. You can also contact us at any time for detailed updates on your order’s progress.
How will I know if my order has been received?
Once you complete all the necessary information on the checkout confirmation page, you will receive an order confirmation email. This email will include all the details of your order.
What should I do if I don't receive the order confirmation email?
If you haven’t received the confirmation email after completing your order, please check your order history in the Account Center. If the order isn’t listed, contact us to make sure what your status is.
How can I check the status of my order?
You can always check your status in your account orders. Therefore, we are 24/7 available if you have any questions.
What should I do if I want to cancel my order?
Whether the order can be canceled depends on the order status:
- Pending: You can click “Cancel Order” under your online account.
- Order Processing: Please note that most orders are automatically transmitted to our warehouse systems to process, therefore it may not always be possible to cancel your order. Please CONTACT US for further information. The cancellation may incur additional fees. You will be charged for any reasonable costs requested by courier and refunded the remainder if the cancellation is caused by you. More details about additional costs can be learnt from your account manager.
How do I change items in my order?
If you have not completed payment for the order, please cancel the order and place a new one with all of the required items.
If you have already paid, please contact us to change items for you. You can then place a new order. Changes or modifications can be made to an order as long as it is before shipping has been processed.
Do you offer Cash on Delivery service?
Sorry that we do not offer Cash on Delivery service.
How does FS protect my online payment?
What payment options does FS support?
Sorry that we do not offer Cash on Delivery service.
How can I get the invoice for an order?
You can get the invoice for your order by contacting your account manager via email or in the Order Details page by following the process below:
1. Login to your account
2. Select “My Order” on the account menu and then go to the “Orders” section.
3. Search for the order.
4. An option to Download the invoice will be available under the “Order Info” tab.
How long will shipping take?
We offer free and fast shipping on all orders. While we strive to deliver your products as quickly as possible, please note that delivery times may vary due to factors such as weather conditions, international customs procedures, and the performance of local couriers. Rest assured, we will do our best to ensure a swift delivery.
If I need a product urgently, can you provide expedited delivery?
For urgent needs, please place your order using our standard process and then contact us directly. We’ll make special arrangements with all our resources to ensure the fastest possible delivery. Your satisfaction is at the heart of our service, and we’re here to assist you with any urgent requests.
Does your company provide international shipping?
Currently, we do not offer international shipping, but expanding our services to include worldwide delivery is a key part of our mission. We are working towards making international shipping available soon. Stay tuned for updates!
Can you offer free shipping?
Yes, we offer free shipping as a benefit for our business customers, especially on larger orders. For eligible items, you can receive free shipping with our standard shipping method.