Welcome to our support portal
Frequently Asked Questions
Are you ISO 9001 Certified?
Yes ,we are ISO 9001 Certified!
Companies worldwide consider ISO9001 certification virtually indispensable proof of the performance of their quality management. This not only refers to a company's ability to manufacture products that meet customers' requirements and comply with relevant regulations. On the contrary, the focus on production has been shifted to a view of all processes in a company - covering the entire product life cycle, from the capturing of market expectations through to disposal.
Companies that want to become or to remain certified to ISO 9001 need to undergo audits by independent certification bodies at regular intervals. Every audit involves high expenditure: A company's processes are systematically examined and their efficiency and further development is tested.
In August 2006, when Eastrising was the first time to be certified to ISO 9001, the situation was still more complex: A lot of pioneering work was required because there was only very limited experience of our stuff to to draw upon. After 14 years ,we now have the rich experience to do our businees under ISO 9001.
Format Documents Name Version Language Update Date Size ISO9001 Quality Management System Certification 2020 English Sep-03-2020 84KRead more
Does your product comply with current RoHS requirements?
Yes,all our products comply with RoHS,but the RoHS report doesn't come with every product we produce and sell .We have a over thousand products,that's really huge bill if we pay the report for all of them. So we only offer the RoHS resport for all the materials used in production.
We would like to offer the RoHS report for independent product,but the charge for report needs to be paid by customer.Please ask our sales for detail charge if you want.
RoHS Report List
Format Documents Name Version Language Update Date Size 1.0 EnglishSep-2020 118K 1.0 EnglishAug-2020 4.2M 1.0 EnglishJul-2020 414K 1.0 EnglishMay-2020 1.7M 1.0 EnglishJul-2020 317K 1.0 EnglishAug-2020119K 1.0 EnglishFeb-2020 180K 1.0 EnglishSep-2020 470K 1.0 EnglishJul-2020 153K 1.0 EnglishMar-2020 202K 1.0 EnglishMar-2020 492K 1.0 EnglishApr-2020 146K 1.0 English Aug-2020 181K 1.0 EnglishMar-2020 50K 1.0 EnglishFeb-2020 653K 1.0 EnglishJun-2020 666K 1.0 EnglishApr-2020 131K 1.0 EnglishMar-2020 172K 1.0 EnglishSep-202033.8KRead more
How to slove the warning message “ Last Name is required ”in checkout page ?
The warning message " Last Name is required“ in checkout page is caused by your first name and second name fill in the same field. The solution is easy.
- 1. Login to your account .
- 2. Click Address Book on the left menu.
- 3. Click Change Billing Address or Click Shipping Address.
- 4. Fill the first name and last name in different field and save.
Why did I get Error Code 10486 by Paypal Payment?
When a buyer's funding source fails, the
DoExpressCheckoutPaymentcall returns a 10486 error. If this error occurs, the buyer can return to PayPal where the buyer can add or choose an alternate funding source.
A funding source might fail for these reasons:
- ◇ The billing address associated with the financial instrument could not be confirmed.
- ◇ The transaction exceeds the card limit.
- ◇ The transaction was denied by the card issuer.
Conditions Of Use
All content included on the site such as text, graphics, logos, button, icons, images, audio clips, digital downloads and software are all owned by EastRising and are protected by international copyright laws.
Logos, icons, graphics and Website names are trademarks registered by EastRising or its affiliates. All the registered and unregistered trademarks shall not be used by you or any third party for any business purposes other than in connection with EastRising. Other trademarks which are not owned by EastRising are the property of the respective owners.
License and Site Access
EastRising grants you a limited license to access and make personal use of this site. This license does not include any forms of commercial use of this site or its contents, any collection and use of any products, any collection and use of any product listings descriptions or prices, any derivative use of this site or its contents, any downloading or copying of account information for the benefit of another merchant, or any use of data mining, robots or similar data gathering and extraction tools. This site may not be reproduced, duplicated, copied, sold, resold, or otherwise exploited for any interest without express written consent from EastRising.
EastRising Marketing Correspondence
Following initial registration, and provided they grant their consent, customers are added to our mailing list featuring special deals, coupons and promotions. This allows our customers to take advantage of exclusive discounts. All customers can choose to unsubscribe from our marketing emails at any time by clicking on the link at the email footer.Read more
Although EastRising will always strive to resolve issues to the satisfaction of the customer in a professional, courteous and friendly fashion, we will not tolerate any unacceptable or unreasonable behavior towards our Customer Service Team members.
Unacceptable behavior directed towards Customer Service staff or EastRising may, for example, include any of the following:
- Aggressive, abusive and threatening behavior. Examples include: any and all direct or implied threats on any communication channel; intimidating language; personal and verbal abuse; sexist, racist, homophobic, or derogatory remarks; rudeness; inflammatory statements; swearing; and unsubstantiated allegations.
- Persistently making habitually demanding or vexatious complaints, despite the matter having been fully addressed; similarly, repeating complaints persisting despite reasonable and fair solutions being offered in accordance with our policies.
- Asking, expecting or demanding staff to breach established company policy guidelines, e.g. refund amount, time lines, special compensation, etc.; similarly, seeking an unrealistic outcome beyond the scope of our own policies and procedures.
- Repeatedly changing the nature (or focus) of a complaint or the desired outcome, part way, after a formal response has been provided.
- Excessive number of complaints compared to the total purchase value history.
For such behavior, complainants may be advised and formally notified of the following:
- Their language is considered offensive, abusive, threatening, and wholly unacceptable.
- They must refrain from using such language, intimidation, and threats.
- There will be no further exchange of correspondence on the matter if they persist with this behavior.
EastRising reserves the right to no longer accept orders from the customer in the future without further notice.Read more
Prices and availability of items are subject to change without notice. The prices do not include V.A.T, import tax and duties, should your package become examined and deemed taxable by your local customs. Payment of these is the responsibility of the buyer.Read more
Storage of Contracts and Access
Every contract will be stored for a period of three (3) years from the placement of the order. Customers can access their contracts, as well as the T&C in force at the time, during such term.Read more
While we try in good faith to be as accurate as possible, we do not warrant that product descriptions or other content is accurate, complete, reliable, or error free. From time to time there may be information on the Website that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing and availability.
We reserve the right to correct any errors, inaccuracies or omissions and to change or update information at any time without prior notice. If a key product specification is changed after you place an order or within seven days of delivery, you can cancel and return the order for a full refund.Read more
Discounted or end of line products can only be returned for repair. No refunds or replacements will be made.Read more
Exchange and Returns (Money Back Guarantee)
If when you receive your product(s), you are not completely satisfied you may return the items to us, within 45 days for refund ("money back guarantee"). Returns will take approximately 5 working days for the process once the goods have arrived. The precise length depends on the payment provider used (e.g. PayPal). Items must be in their original packaging, all the original boxes must be intact and must include, along with all packaging materials, manuals, blank warranty cards and gifts, plus all accessories and documents provided by the manufacturer and EastRising.
You must first contact us and be in receipt of a return merchandise authorisation (RMA) number before sending any item back. Any product returned without an RMA number will not be refunded.
Shipping back to EastRising is paid for by the customer including exporting tax and importing tax. We are in general unable to refund you postal fees and tax.
Any product returned found not to be defective can be refunded within the time stated above. Goods found to be tampered with by the customer will not be replaced but returned at the customer's own expense.
By default, the refund amount cannot exceed the original order amount paid to EastRising. EastRising is not responsible for and has no knowledge about any bank fees or exchange rate charges that may occur. These fees are processed by the issuing bank and will not be refunded by EastRising.Read more
Shipping and Delivery
Shipping times displayed on the Website refer to the estimated dispatch time of the packages. Since the actual delivery of your order can be impacted by many events beyond EastRising's control We suggest that if customers have a special occasion or event that they wish to use their item for, such as a birthday, that they order their items well in advance. EastRising cannot be held liable for late deliveries. We will, however, work with you to ensure a smooth shopping experience.
For a smooth delivery and peace of mind, We strongly recommend that customers purchase shipping guarantee during the checkout. In the event that your package has a shipping issue, EastRising will send you a replacement package free of charge. If the item is no longer in stock, a refund option will be offered to you.
Any orders that do not have shipping guarantee will not be the responsibility of EastRising and the customer takes full liability for their package during the shipping process.
There may be occasions when EastRising confirms your order but subsequently learns that it cannot be supplied to you. In the event EastRising cannot supply a product you ordered in a timely fashion, EastRising will contact customers and offer to cancel the order and refund the purchase cost in full.
We try to make the delivery process as simple as possible and it is able to send your order either to your home or to your work place. We can ship to PO Boxes via all shipping methods, except for expedited shipping methods, as signatures are required upon delivery. Express shipments of this type can only be delivered to physical addresses.
Shipping and delivery times are calculated in working days from Monday to Friday. In the case of major holidays such as Christmas, the Chinese Lunar New Year, the Black Friday and the 11/11 event please allow extra delivery time. During those special occasions We will provide notices to reflect possible delays.
Customers are responsible for providing complete and accurate shipping addresses. EastRising cannot make changes to your shipping address once a package has been shipped, and EastRising is not liable for packages lost due to incomplete or inaccurate addresses.
EastRising cannot be held responsible for any package that does not make it through the local customs and is destroyed due to the item being illegal in the destination country. Customers are solely responsible for complying with their local laws. EastRising can neither be held responsible for any import tax that may occur and it is the customers sole responsibility to pay this fee, if any. Kindly note that shipping guarantee does not cover any customs issues, including but not limited to, goods being destroyed or confiscated due to their illegal status in any given destination country.
Should the buyer refuse the package due to import duties or taxes, the buyer takes full liability for all the costs involved in the process.
All orders reported as "delivered" by shipping companies are considered delivered. EastRising cannot be made liable of non-delivery in this case.
If the address to which the package is sent to and other contact information are the correct address and contact information as provided by the customer, EastRising cannot be held liable if a package is returned.
Whatever the customer orders is what will be shipped. We cannot be held liable for the customer receiving the wrong item if they placed the wrong order.
All non-receipt of orders must be reported within 3 months from the date the item is shipped to you. This applies for flat rate shipping, priority mail and standard shipping methods. All expedited delivery issues must also be reported within 3 months from the shipment date. After this time We will no longer be able to investigate and no compensation will be offered. Please note that this policy does not apply to packages sent via expedited shipping methods that are shown as delivered on the shipping company's tracking website.Read more