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Help Center

Bring you the simplest buying experience.

Featured Topics

Shipping & Delivery

View estimated shipping time

Understand order shipping process

Return Policy

Check return process

Know special return requirement

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FAQ

  • Account
  • Products
  • Shipping & Delivery
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  • Return
    • How to create a FS account?

      You can click on Register Account and fill in the information to create your FS account. With an account, you can:

      1. Checkout faster by saving your shipping address and billing details.

      2. View order history & track them easily.

      3. Process a return efficiently.

      4. Get personalized advise on network solutions.

      How can I update my profile and password?

      It is easy to change or update any personal information in the account setting page. You can update your username, email address and password in this section.

      By updating the email address, there will not be changes to the details of your order history.

      What should I do if I forget my password?

      Click Forgot Your Password on the sign-in page. An email with a link to reset your password will be sent to you shortly.

      What can I do with “My Cases” in the account center?

      “My Cases” 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.

      Can FS provide a business account?

      Organizations can apply for business accounts by clicking on "Business Account". Within 12 hours, a FS account manager will reach out to you via phone/email to find out on your business needs. Access greater deals with a business account, which includes a free solution and 2% or more savings on all future purchases.

    • 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.

      What is the lead time for the product?

      If we have sufficient stocks in the CN warehouse, we can ship within a 24 hours frame on business days.

      Whereas if the product is currently out of stock in the CN warehouse, you can check the estimate shipping date on the product detail page. The lead time may take up to several days.

      *Note: For some custom orders, the lead time will be up to several weeks.

      For the shipping time of a specific order, please refer to the notice on Shipping and Review Items during 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 products FS offers are universally compatible, and each item is tested fully before packing.

      For transceivers test, you may visit our test assured program to see how we carry out the compatible testing.

      If you have any other questions, you can use my case for help.

      Can I get free advice on network solutions?

      FS delivers high-value products, solutions and services to achieve your objectives. You can click the Project Enquiry 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 you buy in large quantities, you can save even more. There are 3 ways in which you can get a discount for your orders:

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

      2. Click “Get a quote” on product description page. You can view the quote update in your account center and make the purchase directly with the quoted price.

      3. Apply for a business account to get a discount.

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

      Absolutely. As a well-known manufacturer and supplier of fibre optic products, many of our products are not listed on the website. Contact our experienced sales staff and 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.

      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 “Proceed to Secure Payment” and fill in your payment information.

      Will any tax or tariff be charged for my order?

      All prices stated are all GST/VAT excluded. For orders shipped to South-Asia, we will only charge the items and shipping fee. Customs fees and import duties will be required when the parcel(s) arrives at the destination country and have to be borne by the recipient.

      However, for Malaysia, Indonesia and Philippines customers, if you choose "Forwarder Shipping" at checkout, we will arrange an agent to deal with the customs clearance procedures and deliver the parcel(s) to you. Shipping fees, related duties and taxes, as well as the service charges are included in the price. Your assigned account manager will contact you to help prepare the necessary documents required on customs clearance and confirm the detail about this service.

      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 will take 5 to 7 business days to deliver them to you.

      However, all delivery dates specified are only estimates 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.

      How do I track my package(s) during shipment?

      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 centre.

      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 do not provide overnight service for orders shipped from our CN Warehouse. Delivery times differ for different destination countries and may be affected by customs procedure in different areas. However, please be assured that we will process your order as soon as possible once we receive the payment.

      If the order is shipped from US or EU Warehouse, you can enjoy an overnight service as shown on the checkout page. Please order before the cut-off time which varies from different warehouses and choose overnight when you checkout.

      Can you provide pick-up service?

      Orders that are shipped to EU, UK, 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 centre 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 History.

      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 if I forget my order number?

      1. Your order number is included in the order confirmation email.

      2. Sign in to FS. You can find your order number in My Account-Order History.

      3. Ask your account manager (If you place the order offline, you can only ask your sales for the order number).

      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?

      Get an invoice for a single order (if partial shipment generates):

      In order history, click ''Print Invoice'' to get an invoice for a single order.

       

      Get an invoice to check total expense:

      In order history, click "Download Invoice" relating to the certain order to obtain an invoice for the total expense.

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

      Please provide any of the following information:

      1. Sales 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 PO (Purchase Order) payment.For more details, you can visit Payment Methods.

      Do you provide a Cash-on-Delivery service?

      FS provides Purchase Order 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.

    • How can I return an incorrect or defected product?

      You can start a return by clicking on Return/Replace in the Completed Orders section of your account centre, or submit your request through the Product Return Request.

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

      What is a RMA number? How can I get it?

      RMA means "Return Merchandise Authorisation", which is provided by us after confirming your return. It is necessary to have this number when you want to return an item.

      Registered customers can get a RMA in the Return Review page of the account center. If you checkout as a guest, please contact your sales representative to get a RMA.

      When can I get the refund back?

      We will process the refund immediately after we have received the returned products. A rule of thumb, you will receive the refund within 2-3 working days after the refund is processed. 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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