shipping change

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  • Question
  • Updated 3 years ago
  • Answered
I just placed an order for free shipping. Can I change for an expedited 1-2 days shipping instead at this time?
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Ding Li

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Posted 3 years ago

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Bob Heckmann, Official Rep

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Hi Ding,

Unfortunately we're not able to change the shipping method with our shipping partner after your order is completed. Your options are to keep the order as is, or we can cancel the order for you and you can reorder from the Neo store. In that case, we would make a manual adjustment to your account to credit the cost of the original order.

Please let us know ASAP how you'd like to proceed as we'll need to cancel the order immediately if you choose that option.

Regards,
Bob 
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Ding Li

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Hi Bob, thanks for your response. Please go ahead to cancel this order and I will place another order for expedite shipping. Please advice what I should do.

Thanks,
Ding
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Bob Heckmann, Official Rep

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Hi Ding,

Your order has been cancelled. Please proceed with your reorder at your convenience.

Regards,
Bob 
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Ding Li

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Thanks Bob. I had tried going back for reordering but don't know what to do after I logged in my account. I couldn't find any option for purchasing after logged in.
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Bob Heckmann, Official Rep

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Ding,

Select "Order more SIMs" on the Quicklinks menu (see screen capture).

Regards,
Bob

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Ding Li

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Thank. I went there and clicked Order more SIMS but come up nothing but the following line: Copyright © 2016 Aeris Communications, Inc. All Rights Reserved.
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Bob Heckmann, Official Rep

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Hi Ding,

I reset your account and you should be able to order now. Sorry for the confusion.

Regards,
Bob
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Ding Li

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Hi Bob, thanks for your help in guidance of my re-ordering. I had re-ordered 10 cards and received the shipments. However, after provision of 2 and initial trial use, we found more difficultly to make it work reliably in our area. So can we return these 10? Can you help me out on this process? Thanks.

Best regards,
Ding
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Bob Heckmann, Official Rep

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Hi Ding,

Have you checked the Neo connectivity coverage map?

To return your order go to Quicklinks > Manage Orders > Get help with a recent order.

Regards,
Bob
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Ding Li

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Hi Bob,

Greetings! One return question for you. I had submitted a return request for return the 10 simcards purchased recently, because we had difficulties to make it work stable. I got a feedback for review of my request. But it's been over 3 weeks I haven't heard anything back. Would you please advice me what the status is?

Just for your information. I am heading for China tomorrow for about 2 months. So if any feedback comes I may not be able to return the parts immediately.

Thanks,
Ding
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Bob Heckmann, Official Rep

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Hi Ding,

Sorry for the delay in processing your return credit. Our finance team will process it and you should see it on your account in the next 48 hours. No need to return the SIM cards.

Regards,
Bob