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Shipping & Delivery

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FAQ

  • Account
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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.

      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.

      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 FS Customer Service Team.

      What can I do with “Case Center” in the account center?

      “Case Center” is a convenient way to raise questions regarding account, orders, after-sale service, technical support, as well as customisation of products. We will provide a response as quickly as we can and you check the details thereafter.

      How to avoid my account being compromised?

      FS will never reveal your account information to any third party. It is recommended that you use a mixture of upper and lower case, numbers and symbols for your password, and avoid sharing password information across sites to protect your account security.

    • How to check product availability?

      Inventory levels in respective warehouses are shown on the product page itself in real time. If the products in your order are temporarily out of stock, the shipping may be delayed. Please take inventory levels as the standard when you place an order.

      When the inventory of a certain item cannot meet your demand, you can submit “Request Stock” on the product page. A dedicated sales representative will get in touch with you in a timely manner. Also, the FS Inventory Management team will refer to your stock demands and optimize our inventory plan.

      How can I check the lead time for the product?

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

      If the product is currently out of stock in the SG 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 delivery time of a specific order, please refer to the "Order Detail" Section when you checkout.

      Can I request for customized 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.

      How to 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 Case Center for help and assistance.

      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.

      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.

      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.

      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.

    • Does FS provide international delivery?

      Yes, we do. We deliver to countries/regions worldwide.

      Can I get exact delivery time of the product?

      No. The delivery time varies for each product depending on stock availability.

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

      Do you offer free shipping?

      Orders of eligible items delivered to Singapore over S$99 can enjoy free shipping with default shipping method. Orders containing heavy or oversized items are not eligible this service. Learn more details on Shipping & Delivery page.

      Can I know the shipping cost before placing order?

      After you add the products to your shopping cart, please proceed to checkout page and fill in the shipping address. You can see the shipping options available for your order and the corresponding shipping cost.

      As the purchase is not yet completed, you will not be charged until you click “Confirm Order” and fill in your payment information.

      Will any tax or tariff be charged for my order?

      Orders dispatched from SG warehouse and delivered to locations within Singapore will be charged 7% GST on product value and shipping fees.

      Orders delivered to the destinations outside Singapore will only be charged product value and shipping fees, and no sales tax(ex. VAT or GST) will be charged. However, the packages may be assessed import or customs duties, depending on the laws/regulations of the particular countries.

      If the product(s) you order is not currently in stock in SG warehouse, we will ship them directly from Asia warehouse. In this case, import or customs duties may generate as well. Any tariff or import duties caused by customs clearance should be declared and borne by the recipient.

      Can I modify my shipping address or shipping method?

      Once the order has been placed, you cannot change the shipping address. You have to cancel the order and re-order the product with the correct address if you have not yet paid for it.

      If you have already completed payment, please contact your account manager or the customer services guys to modify.

      How long will the shipping take?

      After your products have been shipped, it may take 1- 6 business days to deliver them to you, mainly depending on destinations, international customs clearance and the courier you choose. Please note that all delivery dates specified are estimates only.

      How do I track my package(s) when it's shipped out?

      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 an email notification from our warehouse once your order is on its way.

      Online

      You can get the tracking number in your account center.

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

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

      We provide different shipping methods with different shipping time and budget. If you need a product urgently, you can choose those shipping methods that can provide faster delivery.

      Can you provide an overnight service?

      We provide overnight service for orders in stock in SG warehouse and shipped to locations within Singapore. To enjoy this service, please choose a payment method whose remittance can be confirmed once you finish payment (like PayPal, Credit Card or Net Terms) and place order before the cut-off time (3:30pm, GMT+8).

      Other orders shipped from Asia warehouse or shipped outside Singapore cannot enjoy overnight service. You can check all available shipping service at check-out page.

      Can you provide pick-up service?

      Orders that are shipped to Singapore, EU, United Kingdom, Monaco, Australia and some other particular state in the US can enjoy pick-up service. We currently do not support it in other countries and regions.

      To check the availability for your destination, fill in the shipping address information on the checkout page and check if there is pick-up option for your order.

    • How can I check the status of my order?

      You can track it conveniently in your account center or contact your account manager directly for a status update.

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

      The delay may be the result of time required to synchronize payment confirmation with the payment processor’s system. We will deal with the order once payment is confirmed.

      If you need the product(s) urgently, you might want to choose payment options such as credit card or PayPal.

      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 sales representative immediately to check on the possibility of canceling.

      Orders containing customized items or in other special conditions cannot be canceled once they enter “processing” status.

      How do I change items in my order?

      If you have not yet made the payment, please cancel the order and place a new one with all of the required items.

      If you have already paid, please contact your sales representative to cancel the order for a refund. You can then place a new order.

      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.

      How will I know if FS received my order?

      Please make sure you have completed all the information in CHECKOUT CONFIRMATION PAGE.

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

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

      though you have completed all the steps, please check whether the order exists in your order history in the account center. Otherwise, you can contact your account manager for assistance.

      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.

      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).

    • Which payment methods can be supported?

      We accept Paypal, Credit Card, Bank Transfer, ENETS and Net Terms payment.For more details, you can visit Payment Methods.

      Do you provide a Cash-on-Delivery service?

      We don't provide Cash-on-Delivery service currently. However, FS provides Net Terms payment 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.

      Why did my payment fail?

      There are various reasons for the failure of online payment, such as inaccurate bank card information, payment request rejected by the bank, network connection problems, etc. If it happens, you can re-initiate the purchase process. If you are still unable to make the payment, please contact your account manager for help.

      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.

      What should I 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.

    • How can I return an incorrect or defective product?

      You can start a return throught the Request RMA section of your account center 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.

      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.

      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 center. If you process the return offline via emails, please contact your account manager to get the RMA.

      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.

      Does FS provide maintenance services?

      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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