Free Shipping on Orders over $99 for Whole USA
FAQ & Help Center
Account Management
Login
Q: What if I forgot my password?
A: If you forgot your password, you can always recover it. An email containing a temporary password sign in link will be sent to the email address associated with your username. The temporary password link will only be active for 24 hours. If you do not sign in within 24 hours of receiving your temporary password, the link will expire and you will need to complete the Forgot Password process again.
Q: What should I do if I have problems with signing in?
A: If you forget your password, you can click here to reset the password.
If your password and email address are correct, please check the internet connection, enable cookies, enable javascript, and refresh the page. Then please try to sign in again.
If you are still unable to sign in, please contact AFOPLUS Customer Service Team.
Account Setting
Q: How do I add or manage addresses?
A: The AFOPLUS address book allows you to add, edit, modify and delete addresses. You can also select a default address to make future orders easier to place during checkout. Also, address can be modified, added, or deleted during the checkout process.
Q: How do I unsubscribe from your email updates?
A: You can unsubscribe from AFOPLUS email updates at any time. After logging into your online AFOPLUS account, select Manage Profile-Subscription to choose the emails you would like to receive.
Q: How do I change my password?
A: If you wish to change your password, please follow the directions below.
- Click the My Account button located to the right of the Search bar. If you are not signed in, you will need to enter your ID and password.
- Please select "Password" in the Account Setting page.
- Enter in your new password and click Update Password.
Q: How do I change my registered email?
A: If you wish to change the email you used to register, please follow the directions below.
1.Click the My Account button located to the right of the Search bar. If you are not signed in, you will need to enter your ID and password.
2.Please select "Email Address" in the Account Setting page.
3.You will be asked to sign in again after changing email successfully.
Even though you update the registered email address, the previous order history will still be reserved if you sign in with the new address.
Privacy Security
Q: Is your site secure?
A: Yes. Your personal information is stored safely behind our firewall.
Q: How can I avoid my account being compromised?
A: AFOPLUS will never reveal your account information to any third party. It is recommended that you use a more complicated password when setting the account password, and avoid sharing password information across sites to protect your account security.
Oder Payment
Payment Method
Q: What methods of payment do you accept?
A: Visa, MasterCard, Discover, American Express, Paypal, bank transfer, check, Net Terms, etc. For more information, please visit Payment Methods.
Q: Do you offer Cash on Delivery service?
A: We don’t offer Cash on Delivery service. Multiple payment methods are supported when you place an order at AFOPLUS, including credit/debit card, PayPal, wire transfer, Net Terms, etc.
Q: I do not feel comfortable entering my credit card information. How can I place an order?
A: Feel free to contact our customer service.
Q: Do you offer a Resellers Program or Dealers Discount program?
A: Aside from the reduced shipping costs for multi-item orders, we do offer large volume discounts on products or shipping. In addition, we always try to keep all prices as low as possible all the time.
Q: Are there additional fees if I pay by Credit/Debit Card?
A: AFOPLUS won't charge any additional fees for payments by Credit / Debit cards. If you have been billed more than your Total Payment amount at checkout, please contact your card bank to figure out the problem firstly.
Q: How does AFOPLUS protect my online payment?
A: AFOPLUS does not store your payment details such as bank cards, credit cards or any other payment information. When you make a payment, the system will only send relevant payment information to the third-party payment platform or bank securely.
Billing & Invoice
Q: How can I get the invoice for an order?
A: You can get the invoice for your order by contacting your account manager via email or in the Order Details page by following the process below:
1.Login to your account at afoplus.com,
2.Select "My Order" on the account menu and then go to the "Orders" section.
3.Search for the order.
4.An option to Download the invoice will be available under the "Order Info" tab.
Order Management
Ordering Status
Q: How will I know if AFOPLUS has received my order?
A: Please make sure you have completed all of the information in the checkout confirmation page. An order confirmation email will be sent to you once we have received your order, containing all of your order details.
Q: What should I do if I don't receive the order confirmation email?
A: If you do not receive an order confirmation email even though you have completed all the steps, please check whether the order exists in your order history in the account center. If not, please contact your account manager for further assistance.
Q: I have paid for my order, why is the order status still pending?
A: The delay may result from the time required to synchronize payment confirmation between our system and the payment processor's system. We will deal with the order once remittance is confirmed.
If you need the product(s) urgently, you can choose different payment methods such as credit card or PayPal which are faster.
Q: How can I check the status of my order?
A: You can track it conveniently in your Account Center or contact your account manager directly for a status update. And every order has a tracking number from DHL/FedEx/UPS. The tracking number will be automatically emailed to you next business day.
Q: Where can I find SKU number for products I have purchased?
A: SKUs can be found in your online AFOPLUS's account under "Order Details" and searched through Order-history.
Q: What do I do if an item is missing from my order?
A: Some orders may be packed in more than one box. Please make sure to check all tracking numbers you should have been receiving. Verify you have received all boxes and checked all packing materials for small items. If you are still missing an item(s), call our customer service.
Q: What should I do if I have accidentally duplicated my order?
A: Mail customer service. We will void the order for you as long as it has not been processed by our warehouse. If duplicate orders are shipped, obtain all the tracking numbers for the order that you do not want, please to refuse those boxes. You will be refunded when those boxes are returned to our warehouse, except for the shipping charge.
Revise Order & Cancel Order
Q: How do I change items in my order?
A: If you have not completed payment for the order, please cancel the order and place a new one with all of the required items.
If you have already paid, please contact your account manager to change items for you. You can then place a new order. Changes or modifications can be made to an order as long as it is before shipping has been processed.
Request a Quote
Q: How do I create a quote online?
A: Yes, please kindly add the products to your shopping cart, and contact our customer service.
Q: Do AFOPLUS quotes expire?
A: Quotes are valid for 30 days after their creation. After 30 days, the quote may need to be reworked by an account manager to reflect changes in pricing or availability.
Q: Can I get a discount if I order large quantities of an item?
A: When buying in large quantities, you can receive a discount and save even more. Or please kindly conctact our customer service team.
Q: Can I request customized services? And I can not find the product I need. Can it still be purchased through your customer service team?
A: Absolutely. As a well-known manufacturer and supplier of fiber optic products, many of our products are not listed on the website. Contact our customer service team or your dedicated account manager. They can help you place an order for the product you need.
Shipment
International Shipping
Q: How do I know my shipping charges before I place the order?
A: To find out shipping the charge before placing the order, you may contact our customer services.
Q: My tracking number is not working? What do I do?
A: Please contact our customer service department. We will be able to help you once we receive the tracking # from Carrier.
Q: How do I get my tracking number?
A: The tracking number for each shipped order will be automatically emailed to you after next business day.
Q: What do I do if an item is received damaged?
A: If the item appears to be damaged, please contact customer service within 24hours. We will solve the issues for you.
Shipping Fee
Q: How much will I be charged for shipping?
A: Certain items and order amounts qualify for free shipping. Available items will designate "free shipping" on their product description page above the "add to cart" tab. In order to take advantage of free shipping, the order total will need to exceed a certain minimum amount. For example, US orders of 79$ USD with approved items qualify for free shipping.
Tracking
Q: How can I track my package after it is shipped?
A: Please use the tracking number to track your package on the official website of the logistics company.
There are three ways to obtain the tracking number:
1.You will receive a notification email from our warehouse once your order is on its way.
2.You can get the tracking number in your Account Center.
3.You can also contact your customer serviceto check your order status.
Customs & Clearance
Q: Will AFOPLUS’s deal with the customs and tariffs?
A: No, you will need to deal with the import customs and tariffs if they occur, but AFOPLUS can provide DDP services to help you manage the customs and charge the tariffs in advance. You can contact your account manager for more details.
Q: How much will I be charged for the customs?
A: Customs policies vary from different countries and they will be affected by the product type, order value, etc. Please check on your local customs website.
Q: What documents do I need for customs clearance?
A: The main documents you need for customs clearance are the commercial invoice and the air waybill. You may need additional documents depending on the origin, destination, commodity and value of the shipment, such as certificate of origin, pls contact your local customs for the details. Note: AFOPLUS will pack the order-related documents with the products, such as commercial invoices, packing list, etc according to the destination requirement.
After-sales Service
Goods Issue
Q: Do you provide a maintenance service?
A: Yes, within the product warranty period, we offer a free maintenance service. If the warranty period has expired, we can still repair it for you, but we will charge a fee case-by-case. For more detail, please kindly contact our after sale customer service team.
Q: How to claim for lost or missing or incorrect or damaged items?
A: Please contact us within 24 hours, you can raise a request on Refund within 7 days after successful delivery or from the date you accepted the items if the item damaged.
If delivery is unsuccessful, you need to raise a request within 30 days of order's shipping date. We will strive to reach a decision regarding your claim within 7-10 business days and you can contact your account manager for more details.
Return Product
Q: Must I have a #RMA in order to return a product?
A: Yes. You must obtain a Return Merchandise Authorization ("RMA") number within our Return or Warranty policy period. We will not accept returns without prior authorization and RMA number. Customer should prominently display the RMA number(s) on the shipping label of boxes that contain returning products.
Q: Do I need to pay the return shipping cost or customs?
A: Unless the product is defective or the direct result of an AFOPLUS error, the customer will be responsible for the return shipping cost and customs.
Q: If I bought extra or wrong product, can I return it?
If you simply change your mind or do not need the products, you can submit a return if the item is eligible return police. And the customer will be responsible for the return shipping cost and customs.
Q: When can I get the refund back?
A: We will process the refund immediately after we have received the returned products. Usually, you will receive the refund within 3-5 business days. View more details about the Return Policy.
Q: What is the policy about defective items?
A: First, you need to contact our technical support department to trouble shoot. And then, if the problem can not be solved you need to request a RMA number and sent the product back to us.