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Monotrade
FAQ

FREQUENTLY ASKED QUESTIONS

Explore our FAQ section for quick solutions to your questions about Monotrade's products and services. If you need further assistance, our customer support team is here to help.

HOW CAN I REQUEST FOR OFFER OR CHECK THE PRICES OF PRODUCTS

• You can easily send us a message via sales@monotrade.com or whatsapp or telegram or use the request for offer form.


• In your message give us the names of the products and the category as it appears on our website.


• If the product come with different option, you should add information on colour, dimensions and materials.

• You can cancel and change an order by sending us message (via the channel you use in placing the order) any time before you make the payment. After the payment are made, the order can't be cancelled. Our team is committed to get your products ship to you as soon as possible.


RETURN / EXCHANGE

• Products must be inspected upon receipt. Claims for missing, broken, or defective merchandise must be reported to Monotrade within 10 days of receipt.


• We’ll work with you to replace it as quickly as possible! Please send us a picture of the damaged item(s), along with your order number, packing slip, or receipt to: support@monotrade.com and we’ll help you through the return or exchange process.


• Please do not forget to include your contact information; name, phone number, and email. How will I receive my refund?


• For ecommerce orders returned to our warehouse, we will issue a credit to your original form of payment for the original transaction, including the cost of the item with tax. Shipping fees are non-refundable.


• For ecommerce orders returned to our warehouse, we will issue a credit to your original form of payment for the original transaction, including the cost of the item with tax. Shipping fees are non-refundable.

PAYMENT AND SHIPPING

• All products remain the property of Monotrade until they have been paid for in full.


• The price applicable is that set at the date on which you place your order.


• Payment is due in full (100% advance payment) to Monotrade to shipment of the products and can be made via Bank transfers by IBAN or SWIFT etc.


• The advance payment may be against bank guarantee depending on the terms that would be agreed between the customer and Monotrade.


• If product is being customized or ordered in bulk, full payment will be due when placing the initial order. You will be sent an invoice via email, which will allow payment to be made.


• The cost of shipping will be covered by the customer and the method of shipping (air, ground or sea) will depend on the choice of the customer.


• Our delivery terms is EXW.


• Our shipping window for international, custom, or bulk orders, the timeline ranges from 2 weeks to 4 months, depending on stock, the product and quantity.


• If a customer prefers expedited shipping, he or she must make a request for this when placing an order with our team.

• Shipping costs and times will fluctuate based on what is being purchased, where it is being shipped, any current shipping promotions, high-demand and volume changes, and weather conditions affecting carriers.

• Customers can handle their own shipping if they desire. Monotrade do not have any personal interest in this regard.

• International shipping costs do not include any taxes and duties which may be applied by customs at the destination country and any duties or taxes incurred are the responsibility of the shipment recipient.


• For more information on taxes, duties and customs regulations please contact your local customs office directly..

• Orders can be shipped to only one address. To ship to multiple addresses, you will need to place a separate order for each address.


• Check your email for your tracking details, including the tracking number and carrier so that you can track your shipment. Having trouble tracking your order? Contact us!

AGENT PARTNER

• To apply as an agent partner, please fill out our agent request form and our team will review your application.


To fill the agent request form please Click Here

• It takes up to two weeks, however we will get back to you as soon as we you submitted your form.


• We’ll review your website and products range to see if your company matches our products and if your brand looks similar to ours. If we can’t find enough information about your company, we will reach out to you directly for more details.

• Yes, we make sure to respond to every request as soon as we process your application.

DATA PROTECTION AND PRIVACY

• Monotrade’s products, images, and logos may not under any circumstances be used on any third-party website, including but not limited to Amazon, Gilt, One Kings Lane, Ali Baba, eBay, etc without the approval of Monotrade.


• Monotrade uses the latest industry-standard secure sockets layer (SSL) encryption to protect your information.


• No. You can read our privacy policy here, but we will not sell, give, lease, rent, or barter your information to anyone.

ANY FURTHER INFORMATION

• Our team will be happy to answer any questions or concerns you have about our products, services and policies.


• The best way to reach Monotrade is by phone at +90 541 917 92 28 between 8:30am and 5:30pm Istanbul Time, Monday-Friday, or by email at contact@monotrade.com.


• If no one is available, please leave a message with your name, order number, and your phone number and we will call you back as soon as possible!


Please don't hesitate to get in touch with us for any questions or inquiries regarding our services.


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