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FAQs

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  • How do I change my password?

    If you wish to change your password, please follow the directions below.

    1. Click the My Account button located to the right of the Search bar. If you are not signed in, you will need to enter your ID and password.

    2. Please select "Password" in the Account Setting page.

    3. Enter in your new password and click Update Password.

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    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 My Account button located to the right of the Search bar. If you are not signed in, you will need to enter your ID and password.

    2. Please select "Email Address" in the Account Setting page.

    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.

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    What should I do if I have problems with signing in?

    If you forget your passport, 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 FS Customer Service Team.

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    What can I do with my case in the account centre?

    "My Cases" is convenient to use when you have general questions about FS. Here you can ask questions regarding your account, orders, after-sale service, technical support, customised products, etc. We will ensure to respond in the quickest time. Once your query is answered, you can check all the details relating to it in the account centre and also put forward any further questions you may have.

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    How can I avoid my account being compromised?

    FS 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.

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  • How can I check product availability?

    Inventory of different warehouses is shown on the product page.

    Products in stock in Melbourne warehouse will be shipped from Melbourne within 1 business day.

    If products in your order are temporarily out of stock in Melbourne, they will be transffered from Asia warehouse first and shipped to you once arrival in Melbourne.

    In addition, product inventory changes in real time. Please refer to the live inventory displayed on the product page to get up to date information of stock levels when you place an order.

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    How can I check the lead time for the product?

    If the product is sufficient in the AU warehouse, we can ship within 24 hours on business days.

    If the product is currently out of stock in the AU warehouse, you can check the estimated delivery date on the product detail page.

    For some custom orders, the lead time may be several weeks.

    For the estimated delviery time of a specific order, please refer to the "Order Detail" Section when you checkout.

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    Can I request customised services?

    You can customise a product through the product details page or by contacting your account manager. We will do our best to meet the needs of all customers.

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    How can I confirm product compatibility?

    All of the products FS offers are universally compatible, and each item is tested fully before it is packaged.

    For transceiver compatibility, you can visit our Test Assured Program to see how we perform a compatibility test.

    If you have any other questions, you can ask them in My Case for help and assistance.

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    Can I get free advice on network solutions?

    FS delivers high-value products, solutions and services to achieve your objectives. You can click Request Technical Support to ask for help or enter your account centre and describe the specific problem in my case to seek technical expert assistance.

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    Can I install FS transceivers in Cisco, 3Com, HP equipment without affecting the security of the radio equipment?

    It is a misconception that using third party transceivers will void your switch warranty. The truth is that they do not. Most software systems do not guarantee unsupported third party transceivers in the product warranty. However usage of third party transceivers will not affect your security and they are compatible with most devices.

    It is at the discretion of the original equipment manufacturer to disclose what requirements are needed to ensure their warranty is valid.

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    Can I get a discount if I order large quantities of an item?

    When buying in large quantities, you can receive a discount and save even more. To get a discount either:

    1. Send an email to Sales@fs.com for a volume discount.

    2. Submit your purchase list on "Request Quote" page. You can view the quote update in your account centre and make a purchase directly with the quoted price.

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    I can not find the product I need. Can it still be purchased through FS?

    Absolutely. As a well-known manufacturer and supplier of fiber optic products, many of our products are not listed on the website. Contact our customer service team or your dedicated account manager. They can help you place an order for the product you need.

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  • Does FS delivery oversea?

    Yes, we do. FS global warehouses located in Australia, U.S., Germany and Asia offer international shipping to countries/regions worldwide.

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    Can I get an exact shipping date of the product?

    Unfortunately, we can not provide exact delivery times. The delivery time varies for each product depending on stock availability.

    The estimated shipping date is shown on each product page. The shipping time for your order will be stated in the Shipping and Review Items section of the checkout page.

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    Do you offer free delivery?

    Orders of eligible items over A$99 can receive free delivery with default shipping method. Orders containing heavy or oversize items or delivered to remote cities are not eligible for this service. Learn more details on Shipping & Delivery page.

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    How much is the delivery cost?

    Add the products to shopping cart and proceed to the checkout page. Then you will find the delivery options available for your order and the corresponding delivery cost.

    As the purchase has not been completed yet, you will not be charged until you click "Confirm Order" and fill in your payment information.

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    Will any tax or tariff be charged for my order?

    All orders dispatched from Melbourne Warehouse to any destination in Australia will be charged GST rate of 10%, in accordance with the “A New Tax System (Goods and Services Tax ) Act 1999”.

    If the order contains any heavy or oversize items (without “Free Delivery” message on the product page), you need to pay the possible additional charges caused by customs clearance.

    For orders delivered to New Zealand, no GST will be charged. But you need to pay the possible additional charges caused by customs clearance.

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    Can I modify my shipping address or method?

    Once the order has been packaged, you cannot change the shipping address. If you have not completed payment, you will need to cancel the order and re-order the product with the correct address.

    If you have already completed payment, please contact your account manager or online Live Chat service team to modify.

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    How long will the delivery take?

    After your products have been shipped, it may take 2 to 3 business days to deliver them to you.

    However, all delivery dates specified are estimates only and are subject to change depending on a number of factors, including but not limited to, weather conditions, international customs procedures, local couriers and delivery companies, etc.

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    How can I track my package after it is shipped?

    Please use the tracking number to track your package on the official website of the logistics company.

    There are two ways to obtain the tracking number:

    Email

    You will receive a notification email from our warehouse once your order is on its way.

    Online

    You can get the tracking number in your Account Centre.

    You can also contact your account manager to check your order status.

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    If I need a product urgently, can you provide expedited delivery?

    We provide different delivery methods with different delivery time and prices. If you need a product urgently, you can choose those delivery methods that can provide the earliest delivery date.

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    Do you provide an overnight service?

    Yes, we can provide TNT Overnight Express Service and TNT 9:00 Express Service for orders in stock in our Melbourne warehouse if you place an order by following the process below:

    1. Choose a payment service whose remittance can be confirmed once you finish payment (like PayPal, Credit Card or Net Terms).

    2. Place order and complete payment before the logistics cut-off time 3pm AEST.

    3. Check the product availability and choose TNT Overnight Express Service and TNT 9:00 Express Service (if the product is non-stock in Melbourne warehouse or shows "customised", the overnight service will not be offered).

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    I have chosen an overnight service, why didn't I get my package the next day?

    If you place an order before the logistic cut-off time and the product is in stock, you will get it the next day.

    However, please note that there may be certain factors we have no control over, such as weather conditions, local couriers and delivery companies schedules which may influence the delivery date. In such cases, we hope you can understand these circumstances are out of our control and we try our best to deliver our products in the quickest time frame.

    If you have any questions, feel free to Contact Us.

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    Do you provide a pick-up service?

    Yes. You can see the pick up option at the checkout page if it is available for your destination. If it is, simply fill in the information and wait for the related information from our warehouse to pick it up.

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  • How can I track my orders?

    For online orders, you can track it conveniently in your Account Centre or on the Track Your Package page.

    For offline orders, you will receive a notification email from our warehouse once your order is on its way. Please use the tracking number to track your order on the official website of the logistics company. You can also contact your account manager to check your order status.

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    I have paid for my order, why is the order status still pending?

    The delay may result from the time required to synchronise payment confirmation between our system and the payment processor's system. We will deal with the order once remittance is confirmed.

    If you need the product(s) urgently, you can choose different payment methods such as credit card or PayPal which are faster.

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    What should I do if I want to cancel my order?

    If you have not completed payment for the order, you can click "Cancel Order" in Order Details.

    If you have already paid for it, please contact your account manager immediately to cancel the order and receive a refund. 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. Your account manager will assist you in this matter.

    Orders containing customised items or other special conditions cannot be cancelled once they have entered the "processing" status.

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    How do I change items in my order?

    If you have not completed payment, you can click "Buy Again" in Order History and cancel the previous order.

    If you have already paid, please contact your account manager to change items for you. Or contact our customer service team to cancel the order for you. Then you can then place a new order.

    Note: Changes or modifications can't be made as soon as it enters shipping process.

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    What should I do if I receive a quote?

    Check it in Quote History and confirm if there is a quoted price. If it exists, checkout the payment directly. If not, ask account manager or customer service to place an order, and a payment link will be sent to you.

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    How will I know if FS has received my order?

    Please make sure you have completed all of the information in the checkout confirmation page.

    An order confirmation email will be sent to you once we have received your order, containing all of your order details.

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    What should I do if I don't receive the order confirmation email?

    If you do not receive an order confirmation email even though you have completed all the steps, please check whether the order exists in your order history in the account centre. If not, please contact your account manager for further assistance.

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    How can I get the invoice for an order?

    You can get the invoice for your order in the Order Details page. Or contact your account manager via email to get the invoice for your order.

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    What information should I provide to FS when I contact you for help?

    Please provide any of the following information:

    1. FS Order Number (if the question is related to any specific order).

    2. RMA number (if the question is about an approved after-sale request).

    3. E-mail address associated with your FS account.

    4. Product(s) ID or description of item(s).

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  • What payment methods are supported on FS?

    We accept Paypal, Credit Card, Direct Deposit, and Net Terms. For more information, please visit Payment Methods.

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    Do you provide a Cash-on-Delivery service?

    FS provides Net Terms for approved customers which allows you to purchase and receive products or services without immediate payment, in accordance with agreed payment terms and conditions. The standard Net 30 is now available for approved customers.

    Other payment terms, such as Net 15, Net 45, etc., are also available upon request for your business.

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    Why has my payment failed?

    There are various reasons for the failure of an online payment, such as inaccurate bank card information, payment request rejection by the bank, network connection problems, etc. If this happens, you can re-initiate the purchase process and try again. If you still cannot pay, please contact your account manager for help.

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    Will my payment information be stored in your database?

    FS does not store your payment details such as bank cards, credit cards or any other payment information. When you make a payment, the system will only send relevant payment information to the third-party payment platform or bank securely.

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    What to do if I was overcharged?

    Don't worry. Please contact the bank to confirm the deduction amount, date, and payee. It would be more helpful if you can offer an image or receipt with this information. Then your account manager will help you check.

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  • If I receive an incorrect or defect product, how can I return it?

    You can start a return throught the Request RMA section of your account centre or submit your request through the Product Return Request. Or you can contact your account manager.

    For registered customers, we recommend the first option, which is more efficient and convenient.

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    If I bought extra or wrong product, can I return it?

    If you simply change your mind or do not need the products, you can submit a return if the item is eligible for 30-day return service.

    To review your item’s return eligibility and warranty period, please check FS Products Warranty.

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    What documents are required to process a return?

    An RMA form is necessary for you to process the return. All items must be returned with an RMA form accordingly. RMA means "Return Merchandise Authorisation", which is provided by us after confirming your return.

    Registered customers can get the RMA in the Return Review page of the account centre. If you process the return offline via emails, please contact your account manager to get the RMA.

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    Do you provide a maintenance service?

    Yes, within the product warranty period, we offer a free maintenance service. If the warranty period has expired, we can still repair it for you, but we will charge a fee case-by-case. Learn more details about the Warranty Period.

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    When can I get the refund back?

    We will process the refund immediately after we have received the returned products. Usually, you will receive the refund within 3-5 business days. View more details about the Return Policy.

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