Shopping FAQ

The FAQ section is here to help you deal with any inquiries during your shopping journey and enhance your shopping experience!

Order

How can I check my order information?

Please go to My Account > My Orders.

After the order is completed, can I still modify the payment method, product quantity and shipping method?

To simplify and speed up the delivery process, we do not provide an order modification service. Please return the original order directly to us within 14 calendar days and create a new order.

How can I monitor the progress of my current order?

Please go to My Account > My Orders > Order Status Check.

Once your order has been shipped, it will follow our distribution logistics. At this time, we are unable to offer the option to specify an exact delivery time. We apologize for any inconvenience this may cause and appreciate your understanding. For more information or updates on your shipment, please feel free to contact our support team.

Can I refuse the package if it’s visibly damaged?

Yes, if your package appears to be visibly squeezed or damaged upon delivery, you have the right to refuse it before signing. We recommend taking photos of the damage and notifying the delivery person. Please also contact our customer support team as soon as possible so we can assist you with the next steps. Your satisfaction is our priority, and we’ll make sure to resolve the issue quickly!

What should I do if the product is incorrect, the quantity doesn’t match, or it’s defective after receiving it?

If you find that the product is incorrect, the quantity doesn’t match, or it’s defective after signing your order, don’t worry! Please contact our customer support team as soon as possible. Be sure to provide details about the issue, including any photos if needed. We’re here to assist you and will work quickly to resolve the problem, whether it’s sending a replacement, issuing a refund, or providing another solution. Your satisfaction is important to us!

Payment

Are foreign credit cards accepted?

We accept a wide range of internationally recognized payment options, including Visa, Mastercard, and popular local methods. You can also use digital wallets or choose "Buy Now, Pay Later" options for added convenience.

What are the accepted payment methods?

At Advantech IoTMart, we currently accept a variety of payment methods, including VISA, Mastercard, and JCB. We’re always looking to enhance your shopping experience, so please stay tuned as we plan to introduce additional payment options in the future!

How to choose the payment currency?

The payment currency you use depends on your country and the payment method you choose. You can change the default currency by clicking the money icon at the top right of the website.

*IoTMart does not support some currencies. In this case, payment will be made in Euro currency (EUR).

Invoice

When will I receive the invoice?

An invoice will be provided together with the shipment.

Shopping Process

How can I add items to my cart?

Please refer to the following steps to complete your order!

Select an item.
Sign in to your Advantech IoTMart account or create a new account.
Choose the quantity and optional items if applicable.
Select “Add to Cart”.
Once you add an item, you can select “View Cart” and check out or continue shopping

*Note: Saving items in your cart doesn’t reserve or put them on hold.

How can I remove items from my cart?

Please refer to the following steps:

Click on the shopping cart icon at the top right of the page.
In your cart, click on the “Bin” icon to remove the item.

How do I check out?

Please refer to the following steps:

Select the shopping cart icon to view your cart, then select check out.
You'll need to sign in to an Advantech IoTMart account in order to proceed.
Follow the prompts to enter delivery and payment information.
Review your order. Then select “Place My Order”.
You’ll receive an order confirmation email after you place your order.

Shipping Methods & Cost

How will my order be delivered?

Your order will be shipped via DHL International Express or TNT International, depending on availability and destination. Shipping fees are calculated based on the official carrier rates for your country. The applicable Incoterms are as follows:

Delivered Duty Paid (DDP): For EU countries, if the order ships from our Netherlands warehouse.
Delivered Duty Unpaid (DAP): For non-EU countries, or if the order ships from our Taiwan warehouse (regardless of destination).

*Please note:

If your order is shipped from Taiwan, DAP will apply regardless of whether you are located in the EU or not.
If it is shipped from the Netherlands, DDP applies within the EU and DAP applies to non-EU destinations.

If you have specific delivery or customs concerns, feel free to contact our customer support team: AEU.iotmartsupport@advantech.eu

Shipping Terms

How is the shipping fee calculated?

Your order will be shipped via either DHL International Express or TNT International.
Shipping fees are calculated based on the rates set by DHL/TNT for your specific country.

What are the shipping terms for orders shipped from Taiwan?

This means that the recipient is responsible for any import duties, taxes, and customs clearance fees.

What are the shipping terms for orders shipped from Europe?

Delivered Duty Paid (DDP)

For shipments within the EU, where all duties and taxes are covered.

Delivered Duty Unpaid (DAP)

For shipments to non-EU countries, where the recipient is responsible for any applicable import costs.

Who should I contact for questions about shipping or customs charges?

For any questions regarding shipping or customs charges, please contact our support team: AEU.iotmartsupport@advantech.eu