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Frequently Asked Questions

 FAQ - Frequently Asked Questions:

 

  1. Are the items you sell new and original? Why so cheap?
  2. Are imported items inferior products when compared with those coming from "official distribution"?
  3. What are the differences then, as far as a customer is concerned?
  4. In your listing I see many products labeled as "Kit Box" or "White Box". What does that mean?
  5. How do I know whether an item is in stock or not?
  6. Do I need to register an account for placing an order with you?
  7. Will you need my phone number as well? Why?
  8. Can I cancel my order? How?
  9. Can I claim manufacturer cash-back for the goods I buy from your website?
  10. The price of the item that I purchased from camera77.com is cheaper now. How can I get a refund for the price difference?
  11. What will be the Menu Language for the camera I ordered from You?
  12. What will be the language of the Paper Manual for the product I ordered from You?
  13. What kind of payment methods does Camera77.com accept?
  14. Can I pay by installment?
  15. Do you accept dealers' orders, or orders from companies having a VAT number registration?
  16. How long does it take for the items to be delivered?
  17. Why is there no information available for the tracking number I am given?
  18. Where do You ship to?
  19. What if my item is lost, stolen or damaged during transport?
  20. Can I change my delivery address before or after goods are dispatched?
  21. What is your 10 Days Return Policy?
  22. How does the warranty work?
 
 
Q.: Are the items you sell new and original? Why so cheap?
A.: The items we sell are 100% New and Original. Unless specifically mentioned in the listing, we DO NOT sell used, ex-demo, showcase, or refurbished items. We source our products directly from manufacturers and from trusted and reputable dealers around the world, and then import them into Europe. In this way we are generally able to give better prices to our customers, helping them save big money in comparison with the so-called "official" european distribution. As brokers we also buy in large volumes and are able to get better quotations compared to small retailers. We are also an internet-only business which also helps in cutting operational costs.
 
Q.: Are imported items inferior products when compared with those coming from "official distribution"?
A.: Absolutely not. Imported items are not illegal, not factory seconds, not demo merchandise, not cheaper or inferior products. In fact, in almost every instance an imported product, no matter what your local dealer or people on internet forums might say, is absolutely identical to its officially distributed counterpart. Imported and officially distributed products are manufactured in the same factories from the same components, and sub-assemblies, to the same specs and tolerances, by the same workers. In terms of the item itself there is no difference at all. An imported Canon 6D + 24-105mm f/4 L camera kit (for example) is exactly the same in every possible way as the one which is officially distributed in Europe.
 
Q.: What are the differences then, as far as a customer is concerned?
A.: In most cases the difference between an "imported" and an "officially distributed" product, is the cost of the item and the terms of the item’s warranty coverage. The products themselves are otherwise identical. As a rule, "imported" items cost less than those officially distributed by manufacturers in Europe through their officially appointed distributors. Also imported items generally never qualify for manufacturer's European rebate & cash-back programs. Yet, we do stand behind the products we sell, supplying additional warranty services to our customers. Please check our Warranty Policy for more information and for a list of exclusions.
 
Q.: In your listing I see many products labeled as "Kit Box" or "White Box". What does that mean?
A.: Yes, in fact we do have quite a few products labeled as "Kit Box" camera bodies or "White Box" lenses. These two products both come from the unbundling of camera kits. As you know camera kits are composed by a camera body and by one or more lenses. Unbundling means that lenses are taken out from the camera boxes and are sold separately (and for this reason they are packed in a separate "white" ie. generic, non-colored box). The same happens for the camera bodies which remain in the original colored kit box but without the lens. All camera accessories and manuals pertaining to the camera body will remain in the "kit box" while all the accessories and manuals pertaining to the lens are put in the lens "white box". Why we do that? Because camera kits are generally less expensive than the sum of the two separate retail components, so unbundling kits generally means that you are able to save money, purchasing the same product for a lower price, with just a slightly different carton box. We also carry the genuine retail box for bodies and lenses so you generally have the option to purchase them as well.
 
Q.: How do I know whether an item is in stock or not?
A.:  Our system updates product availability several times a day according to our warehouse inventory level on the item. You can find this stock status on the product page, shown below the price of the item. When we have inventory on the item, the stock status would be shown as "In Stock". When the selected item is a special order item or when the product is temporarily out of stock and in the process of being re-stocked the stock status in the product page will be as "Delivery within 6/8 days", which is the time slot needed for the product to arrive to our warehouse. Please note that our stock availability status may not be 100% updated in real-time, because there can be a transition time slot for the warehouse information to be uploaded in our site. However, should your order be placed and no stock available, we shall inform you via email and provide you with an update of your order status. For more accurate information of the stock availability, please feel free to check with our customer service team through livechat.
 
Q.: Do I need to register an Account for placing an order with You?
A.: Not necessarily. We use Paypal Checkout and we get all customer's information and delivery address directly from Paypal. Please only check that your Paypal details and, most important, the delivery address you registered with Paypal is correct and up-to-date. We cannot deliver to a physical address other than the one registered in your paypal account, so please be sure that it is correct. If you need to add another address please do so BEFORE completing the order with us. Once payment is performed it is impossible to change the delivery address and the only way would be to cancel the order, refund the money and resubmit a new order with a new payment, with the entire process taking some time to complete.
Nevertheless should you wish to register an account with us you are more than welcome. You can register your account here.
 
Q.: Will you need my phone number as well? Why?
A.: We strongly encourage you to supply a valid phone number during Paypal Checkout process, should we need to contact you urgently due to possible issues with your order. Your telephone number will be supplied only to the forwarding company so that they can contact you at the time of delivery. Be assured that all your personal information will be used by camera77.com only and would not passed on to any third parties and unauthorised person. Please refer to our Privacy Policy for more information.
 
Q.: Can I cancel my order? How?
A.: Please refer to our Cancellation & Returns page regarding order cancellations.
 
Q.: Can I claim manufacturer cash-back for the goods I buy from your website?
A.: Goods that are purchased from our website cannot be claimed for cash-back, rebate programs and/or other promotional activities at their respective manufacturers.
 
Q.: The price of the item that I purchased from camera77.com is cheaper now. How can I get a refund for the price difference?
A.: You can't. Our listing prices fluctuate quite often due to various factors such as the demand and available supply of each specific item or due to currency fluctuations. Therefore, we are unable to grant price protection to our customers nor to collect any additional difference from them to match current listing price.
 
Q.: What will be the Menu Language for the camera I ordered from You?
A.: The products we sell will generally come with the default international multi-language menu, which includes English and all other major european languages. Some brands (Sony, Panasonic) can cripple some specific european languages in camera menus. These cameras are marked in our listing with the label (ENG Menu), meaning that the camera has an English menu plus a number of other european languages which can vary from model to model. If you have a specific preferred language setting for a product marked as (ENG Menu), please contact our customer service via mail or livechat to check if your preferred language is supported in camera Menu.
 
Q.: What will be the language of the Paper Manual for the product I ordered from You?
A.: The paper manual provided in the item box will come in the language of the sourced region which may not be in English. We always try to include, whenever possible, manuals in English as well. 
As an alternative you can download item manuals from manufacturer's websites in pdf format and in your preferred language. Please contact our support or livechat if you need further assistance.
 
Q: What kind of payment method does Camera77.com accept?
A.: We currently accept payments through PayPal only. Please find more details in our Terms & Sales Conditions page.
 
Q: Can I pay my order by installment?
A.: We are sorry to inform you that we currently do not accept such payment method. 
 
Q.: Do you accept dealers' orders, or orders from companies having a VAT number registration?
A.: Generally yes, but since we are a Singapore registered company we are not able to issue a sales receipt with the indication of VAT. For this reason VAT is non-deductible.
 
Q.: How long does it take for the items to be delivered?
A.: Depending on destination it can take up to a total of 5/6 working days for the package to arrive to your door (delays can happen occasionally as there are many uncontrollable factors in the process of shipment). Please refer to our Delivery & Tracking page for more info.
 
Q.: Why is there no information available for the tracking number I am given?
A.: We provide the customers with the tracking number of your package as soon as we have the information. However, this may mean that you could receive the tracking number before the courier company has updated their database or uploaded the information to their website. The tracking details will only be available after a while, sometimes taking up to 48 hours. Unfortunately the time required for the tracking number to reflect the status of your package is subject to the courier and it is out of our control.
 
Q.: Where do You ship to?
A.: We can deliver our merchandise to the following European Countries:
Andorra, Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Romania, San Marino, Slovakia, Slovenia, Spain, Sweden, United Kingdom and Vatican City.
Is your country not listed and you wish to buy from us? Please send us an email to support@camera77.com and we will send you a transport quotation (please note that countries outside EU may incur into additional charges for custom clearance and local taxes). Please check our Delivery & Tracking page for additional information.
 
Q.: What if my item is lost, stolen, or damaged during transport?
A: This rarely happens, but all shipments do have warranty against transport damages, losses, or theft. Please check our Delivery & Tracking page for additional information.
 
Q: Do you ship to PO Box address or Hotel?
A.: Unfortunately not. Currently we do not offer shipping services to PO Box address, BFPO address, Hotels, as well as Guest Houses.
 
Q.: Can I change my delivery address before or after goods are dispatched?
A.: We are sorry to inform that since we are using Paypal as payment method, we cannot accept any changes in shipping address before or after the dispatch of goods. Please refer to our Delivery & Tracking page for more information.
 
Q.: What is your 10 Days Return Policy?
A.: You can exercise the right to return an order within 10 days after the day you receive the goods. The return request has to be submitted and approved by our cancellation and returns department. For terms, conditions and instructions please check our Cancellation, & Returns page.
 
Q.: How does the warranty work?
A.: As products are being imported from overseas, the Original Warranty may not be applicable. Camera77.com covers your items with our own 24-month warranty, just as the original warranty. For more information, please refer to our Warranty Policy page.