ICkey FAQ

My ICkey

1. Do I need to register as a member to conduct searches and requests for quote?

You can conduct basic searches without logging in. If you find the item you need, you can add it directly to the shopping cart or issue a RFQ to proceed. In the middle of the procedures, you can log in on the login screen appeared in the page. If you haven’t registered as a member, you can register the membership on the login screen at first.

2. What should I do if I forget my Login ID and password?

Your email address is served as your user ID. If you forget it, you’d better register another account. With the e-mail address you registered, you can confirm your login ID and password. If you are having trouble logging in, click on “Forgot Password” and a new password can be reset in the link of Login page in your email.

3. Operating hours of live chat

Operating hours: Monday to Friday: 9:00a.m.—6:00p.m. (GMT+8).

4. Where can I change membership information?

You can check or edit your personal information in My Profile on My ICkey page after logging in.

5. What is Message used for?

When customers’ account information and order status have changed or they get the RFQ replies, ICkey will inform them by messages or emails.

6. What can I do in My ICkey?

You can browse order status, RFQ records, your favorites, message list, return history and manage your ICkey Wallet in My ICkey. Also you can manage and edit your profile in My ICkey.

7. What is ICkey Wallet?

ICkey Wallet will make your purchase easy. Pay via ICkey Wallet can hold stock without any delay. And it can keep your over-paid order balance; also save extra transfer fee. You can recharge your ICkey Wallet via bank transfer. ICkey Wallet is only for placing order on ICkey. You can refund ICkey Wallet balance to your original payment account.

8. Please tell me how to use My Favorites

My Favorites is a function to collect the items you frequently order based on a manufacturer's part number. You can collect the parts cart and parts details page. You can add the items to shopping cart from My Favorites.

1. What shall Search serve me?

Searching enables you to find all the suppliers which provide the parts you want, and then you can get the information of the price, the lead time, manufacturer, and the inventory status of a product in a very short time. It will take you less time to place an order or request a quote.

2. How to search a product?

To search for product and information, you can enter a part number, keywords or technical attribute in the search box. You will get the items list from Chinese suppliers and global suppliers. From the left hand navigation column, you can begin a new search or narrow your current search by selecting supplier, lead time, manufacturer, RoHS compliant and in stock. About 15 million items in the database can be searched.

3. Can I conduct a search by partial part number if I do not identify exact part number?

You can search even if you only know the incomplete manufacturer part number, 3 character at least. Please enter the manufacturer part number you know in the search box and search for it. On the search results page, you will see several partial matched products, then you can choose the right part you need..

4. What can I do if I cannot search the product I need?

Please try to change the input strings, such as put space between the words, shorten the character strings, delete last word of the part #. And then search again. If there is still no result, please issue an RFQ directly.

5. How soon can I receive the quotation?

We normally reply the RFQ within one or two working days. Please understand that our reply lead time depends on your RFQ. Please provide the specification as much as you can. The quotation will be valid for 3 days. The expected reply date is based on the ICkey's working days. From 9:00a.m. to 6:00p.m(GMT+8).

6. How can I search the items from Chinese manufacturers?

You can search the keywords on the HOME page. From the searching results, you can get the items from Chinese manufacturers. You also can issue an RFQ. Please provide the specification as much as you can, it will help ICkey to find the right items you need.

7. What’s the price comparison?

In the search results, many items from multiple suppliers will be showed. For your high efficiency purchase experience, ICkey provide price comparison service. You can compare the items in price based on exact quantity. On the search results page, you will find the price comparison key on the left hand navigation column. Enter the exact quantity in the box and update. Then all the suppliers will be ranked by price. Once you get the prefer items after the comparison, please click on Buy Now.

8. Will the components be shipped on the expected shipping date as displayed in the search results?

ICkey will arrange your orders the same day we get your payment or within 2 working days. The expected shipping date is only for your reference. ICkey customer service will inform you if there is any delay.

Order

1. What type of supplier does ICkey work with?

ICkey works with 40+ co-operative suppliers, which are Catalogue distributors, Authorized distributors and Independent distributors of worldwide suppliers.

Since May 2016, ICkey has cooperated with over 100 Authorized Chinese electronic products manufacturers, who have rich experience in electronic industry and good reputation in China.

2. Can I order even only one piece of any kind of component?

Since the minimum order quantity (MOQ) differs depending on different suppliers, please confirm the search results in each case. If the minimum order quantity (MOQ) is "1" and the Add to shopping cart button is available, it means one unit can be ordered. The MOQ of the quoted product may differ depending on the inventory status. If your order quantity is larger than stock, please issue an RFQ, and we will reply you within 2 working days. (*Quotations are valid for 3 days. Please place orders as soon as possible before the expiry date since the price and storage may change.)

3. Under what circumstance should I request for quotation?

You can request a quotation under the following situations and you will get the reply within 2 working days:
1) There is no result for the part after searching on the website;
2) The storage is not enough or there is no storage at all;
3) You need a large quantity and you are not satisfied with current price.

4. Please tell me the steps from order placement to delivery.

How to place an order

A. Search -> Select product -> Add to shopping cart -> Complete order -> Get the order confirmation mail -> Pay -> ICkey confirm the payment -> Shipping -> Get shipment notice email -> Deliver.

B. Issue an RFQ -> Get the quotation -> Add to shopping cart -> Complete order -> Get the order confirmation mail -> Pay -> ICkey confirm the payment -> Shipping -> Get shipment notice email -> Deliver.

5. Is the product locked when it has been added to the shopping cart?

No. Though you added a product to the shopping cart, the price and lead time are updating in real time. We suggest that you proceed to order placement as soon as possible after you add a product to the shopping cart.

6. Can I change order details?

Generally speaking, order only can be modified before we confirm the payment, since we will purchase the parts after we receive the payment. In an emergency, please contact our customer online support (Operating hours: From 9:00a.m. to 6:00p.m(GMT+8)).

7. Can I split delivery?

If you have split delivery requirement, please contact with our customer service. We will update you the shipping cost and lead time after confirmation.

8. Can I cancel an order?

You can cancel the order before ICkey confirms. If you still want to cancel the order after the order is confirmed, please contact our customer service (Operating hours: From 9:00a.m. to 6:00p.m(GMT+8)).

9. Can I get invoice?

For all orders, the invoice will be sent with products for your reference. If you choose pay via TT in advance (bank transfer), please download the invoice on My Order page for payment. If you choose pay via PayPal, you can ask the invoice from our customer service.

10. Is there any handling fee when I place an order?

No, ICkey don’t charge any handling fee for all customers.

RFQ

1. Can I change details of RFQ that I have already issued?

No, but you can make another RFQ, since the existing RFQ can’t be modified. Please note that the quotation is valid for 3 days. If you no longer need the quotation before receiving the feedback, please delete the RFQ record on My RFQ page

2. Does ICkey’s quotation meet my requirements?

Yes, the quotation ICkey provided is according to your requirement. Also ICkey will recommend other supply information that you may need. Please provide information as much as you have, such as lead time, target price, etc. It will help us to finding the item you need. If there is no matched item, we will inform you as soon as possible.

3. Is there an expiry date for quotations?

The quotation is valid for 3days after you receive the feedback from us. If the quotation is out of date, you can issue an RFQ again. However, since the products are not locked during the quotation process, the stock and price are changing all the time. Please place the order as soon as possible. If there are any updated information after you submit the order, ICkey will inform you immediately.

4. Can I cancel a quotation request?

Yes, but please note that only the quotation request which is still in the process state can be cancelled. Please click the ‘Delete’ button on My RFQ page.

Payment

1. What method of payment do you support?

We support 4 payment methods: ICkey Wallet, PayPal Credit Card and TT in advance (bank transfer).

ICkey Wallet

ICkey Wallet will make your purchase easy. You can recharge your ICkey Wallet via bank transfer. We strongly recommend you to choose ICkey Wallet as payment method. Pay via ICkey Wallet can cut down order processing time. And it can keep your over-paid order balance, also save extra transfer fee.

PayPal

ICkey accepts payment via Paypal. Choosing Paypal as a payment method when place the order, you will be redirected to the PayPal website, where you need to login with your PayPal username and password. Please note for order over $1,000, the customer shall pay the PayPal service fee 5% of grand total.

Credit Card via PayPal

When you choose PayPal as the payment method, you can pay via your Credit Card. PayPal accepts Visa, MaterCard, Discover, and American Express. Please note for order over $1,000, the customer shall pay the PayPal service fee 5% of grand total.

TT in advance (bank transfer)

ICkey will arrange the product purchase and delivery until we receive your payment. Please transfer money within two working days from the date of order placement. The customer is responsible for the handling fee collected by the bank when they transfer the money. Please note that the transfer certificate (payment slip) takes the place of the receipt. Please provide bank receipt after payment, it will help us to confirm.

2. Where should I transfer money for TT in advance payment?

Our banker account information
Name of Company: GALAXY ELECTRONICS (HONGKONG) LIMITED
Account No.: 652-396417-838
Beneficiary Bank: HE HONGKONG AND SHANGHAI BANKING CORPORATION LTD
Beneficiary Bank Address: 1 Queen’s Road Central HongKong
SWIFT Code: HSBCHKHHHKH
Bank Code: 004

3. Can I get invoice after place an order by TT in advance (bank transfer)?

Yes, you can download invoice on the order completion page. Or you can get it from My Order page

Delivery

1. Can you deliver the products on the same day I pay?

Only after we confirmed your payment, our purchasing department can place the orders to suppliers. So we count the lead time from then.

2. Among the products in one order, is that available to deliver some products firstly?

If you want to deliver some parts in advance, please contact our customer service. We will help you to arrange. Please note that the extra shipping cost will be charged to customer.

If you have ordered the products from Chinese supplier and Global supplier, the order will be divided to 2 orders automatically.

3. How to calculate/know the shipping cost?

Please choose your region to check. Please note that the shipping cost is roughly estimated. The actual cost will be updated after shipment.

Return and Replacement

1. Can I return or replace the products?

Please choose your region to check. Please note that the shipping cost is roughly estimated. The actual cost will be updated after shipment.

(1) There are any problems with the product we delivered, such as a deficiency in quantity, delivery of wrong items, and apparent external defects (breakage and rust, etc.), and we confirm such problems.

(2) You need inform us the defect and submit the application within 10 days from the date you received it.

(3) The product should be not used and keep the original unpacked package, exclude quality issue.

* Acceptance of the return or replacement of the product is at our discretion.

2. What the procedure of returning or replacing products?