What payment methods can I use?

Visa, Mastercard, American Express and UnionPay are supported. Shop Pay, Apple Pay, and Google Pay are also supported for express checkout. To pay with credit card, please choose "More payment options" when you make the payment. Our web shop is configured to accept FSA/HSA card, however, the card issuers may decline the payment. When this happens, please pay with a credit card.

When will my credit card be charged?

For purchases of physical products, you will be billed when you complete the payment through PayPal.

Does my billing address have to match the address on file with my credit card?
Yes. For credit card verification you must enter your billing address exactly as it appears on your credit card statement.

Why is my credit card/PayPal being rejected?

The payment process is handled by PayPal. Sometimes this can cause perfectly legitimate purchases to be refused. There are many possible reasons for a credit card not being accepted: You entered the wrong details. The card is expired. You have reached or exceeded your credit limit. You have exceeded your daily charge limit. A computer at either end of the transaction is having technical problems. We recommend checking you have the correct details and try again, or try using another card.
For PayPal users from some countries such as India, you may need to contact your bank to enable international payment. The bank account might block international payment by default.

Do you ship globally?

Yes. We ship worldwide.

How is shipping cost calculated?

Currently we provide shipping for FREE, as part of our promotion. If you want faster shipping, you may contact us to quote.

How will I know when my order ships & can I track my package online?

As soon as our warehouse ships your order, we will send you an email notifying you that your package is en route. In this email we will include a link to track delivery.

Will I be responsible for import duty, VAT, or other taxes?

We ship to many countries from our warehouse in US and China. Customers are liable for import duty, VAT and other taxes if applicable. These are not included in the cost of shipping or handling of your order. Customs, duties, and taxes vary widely from country to country; please check with your local customs agency for details on estimated costs. Customs, duty, and taxes are non-refundable: so if you refuse a shipment because of unexpected import fees, the cost of the original shipping, any brokerage/customs/duty/taxes, and any return shipping charges will not be refunded.

How to cancel an Order?

If you are looking to cancel an order that was recently placed, please immediately contact us via hello@stemoscope.com. Once an order has been placed, there is a very short time frame where we are actually able to cancel, so we cannot guarantee that we will be able to cancel your order. All orders typically ship out within 24 hours of ordering. Should cancellation not be possible, you can refuse delivery of the package, and a refund will be issued minus shipping costs upon return receipt of the package. If you have received the package, and would like to return for a refund, please contact us for a Returns Authorization and returns instructions.

How to return/refund a product?

Your complete satisfaction is our priority. If you bought your product directly from stemoscope.com and you are not satisfied with your purchase within 30 days of receipt, you can return it following the below procedure. Your card will be credited within 5 days upon receipt of the returned merchandise. Any items damaged cannot be accepted back for refund. Also, associated shipping fees are not refundable. We are not liable for your return shipping fees. Customers are responsible for a 25% restocking fee. Request a return by contacting us via mail to hello@stemoscope.com. Follow the instructions that we will email you. Items must be received by Hulu Devices within 30 days of issuing the RMA. NOTE: this guarantee only applies to orders placed at stemoscope.com. Shipping and handling and customs charges are non-refundable. We have the right to deny refund if the items returned do not meet our return policy standards.

Can I change my order?

We can help you change your order within 24 hours of ordering if it has not yet been processed and shipped out. Please email us at: hello@stemoscope.com for help before shipment.

It's been two weeks and I still haven't received my order; where is it?

Usually parcels that take longer than the estimated delivery time to arrive are being held by your country’s customs office. Airmail/First Class mail cannot be tracked during transit. If you still have not received your item after 30 days, please email us at: hello@stemoscope.com.

What do I do if there is a problem with my order or delivery?

Please directly contact us via email. Send an email to hello@stemoscope.com. Orders that are marked as delivered by the carrier aren’t eligible for reimbursement.

Can I add an item to my order after I have placed my order?

Unfortunately not, you will need to place a separate order for anything else you want to buy. If the order hasn’t been shipped, we can ship the 2 orders together.

What is your exchange rate for overseas orders?

We charge you for your order in US dollars. Your card provider will apply the exchange rate when your card is charged.

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