Good e-Reader Customer Service via telephone is available from 10 AM PST to 8PM PST Monday to Friday and 9AM PST to 9PM PST on weekends. Outside of normal business hours you can contact us via email.
The reality of purchasing products from a different country is that you will have to pay taxes and duty. The amount that you will pay will dependant on the e-reader that you purchase. Something that does not cost very much, will not result in much tax or duty, whereas a $1,500 product might cost a little bit more.
Taxes and Duty are conducted once the product arrives in your home country, by your government and not Good e-Reader. We are not responsible for your countries customs and duty, nor do we collect it on your behalf.
Good e-Reader ships the vast majority of products from Vancouver, British Columbia, Canada. Canada Post is our shipping carrier of choice and shipping is affordable within Canada and to the United States.
A select number of products will be shipped from our offices in Taiwan, Japan or China, or sometimes directly from the USA. All products shipped from international markets will be shipped via DHL or another well known carrier.
If you find the shipping fees too expensive in Canada or the USA, please send us an email and we might be able to slightly lower them on a case by case basis. This depends on the weight of the box and the size and other requirements.
Return of Merchandise or RMA is a process in which you can return your item for a refund or to have it repaired. In order to qualify for an RMA number you first need to contact Good e-Reader via email and outline your request. This could be a for a myriad of reasons, such as;
- E-Reader arrived broken
- There is a defect in the e-reader after a few days of use
- The USB port does not carry a charge
- The E Ink screen is broken or damaged
- Buyers Remorse and want a refund
In order to get an RMA number you must provide our agents with the serial number on the back of the box and include your order number. You must outline exactly what is wrong with the e-reader or if you would like to apply for a refund. Once you have attained an RMA number you will be provided with an address to ship the unit to have it inspected.
The customer is responsible for all shipping fees during the RMA process.
If you would like to apply for an RMA number, fill out an online application form.
Items from our store all include a 1 year limited manufacturer’s warranty covering hardware defects. Customer will be responsible for all shipping and customs charges in all directions to and from our depo. In order to qualify for a warranty claim you first have to be issued an RMA number that documents your issue.
You can fill out an online application form to apply for a warranty related issue.
Customer may return most defective Products directly to Seller within fifteen 14 days of receiving the product. If the product arrives and the shipping box is damaged, please do not accept the package and do a return to sender. We will send you a new device right away, once we receive your damaged item.
Please send an email to firstname.lastname@example.org for all RMA Concerns.
Customers have 14 days to apply for a refund. Refunds are processed via an RMA number. The RMA number can be attained by emailing email@example.com. Once your RMA number has been generated the customer is responsible for shipping the product back to Good e-Reader. Refunds are subject to a 15% restocking fee.
We recommend that if you are trying to get something shipped to you for the holiday season to have your orders placed before December 16th 2018. If you place your order between December 17th and December 22nd, we recommend to choose the Expedited shipping option.
Most of the e-readers that we sell are mailed out from Vancouver, British Columbia Canada. Once your order has been verified and payment has been accepted Good e-Reader normally sends out the product within a few days. If a product is being sent directly from the manufacturer, it could sometimes take up to two weeks.