Frequently Asked Questions - Thane Direct USA
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Thane Direct USA
How long will it take for my order to arrive?

Our orders are processed anywhere from 24-72 hours from receipt of purchase. What does a “processed” order mean? Your order has been accepted into our fulfillment center, inventory is available to ship against your order and the method of payment provided by the customer has been applied. Once this happens, you order is shipped from our fulfillment center via one of our preferred carriers; Fed Ex. Once your order has shipped, we notify our customers via email of your order tracking details.

How do I return my order?

All of products carry a 30 day money back guarantee. If at any time during your 30 days, you are not completely satisfied with your order, simply log into your customer account, complete the steps to obtain an RMA number (Return Merchandise Authorization ) and the reason for your return. Once you have received your RMA, please return all items in their original packaging. When returning your order, please ensure that you use an insured carrier to return your order. Please note that Thane is not responsible for any return shipped charges incurred to return your order. Once your order has been received, the return is processed. Please allow 7-10 business days for the credit to appear back on your credit card.

I’ve returned my order but when will my refund be processed?

Returned orders are processed daily. If your tracking number confirms that your order was successfully returned to our fulfillment center, please allow 7-10 business days for the refund to be processed back to your credit card. If your order was placed on a 30-day trial offer, the trial fee paid is non-refundable. We do not refund any shipping charges. If after 10 days, you do not see your refund on your credit card, please contact us via email at [email protected]

Where can I check and confirm how many installments I have left to pay?

Your order confirmation will detail how many installments you have left. Alternatively, please log into your self service portal at https://support.thane.com. From here you will be able to access your account and confirm how many installments you have left.

What is a RMA number and how do I get one?

RMA number, (Return Merchandise Authorization) Number. You need to obtain an RMA # in order to process your return. RMA numbers are obtained through our customer care self-service platform. Without the RMA number, your return and refund will be delayed may not be processed correctly.

Why do I see the same amount being charged twice on the same day?

If you see two transaction posting for the same amount on the same day, you are not being charged twice. What you are seeing is the authorization obtained from your credit processing company and then the actual charge. Please note that the authorization will be held on your account until your order ships at which point, your card will then be charged.

How do I cancel my order?

We understand that you may have changed your mind about your order and now, you wish to cancel. In order to cancel your order, you must receive our email order confirmation as this will provide confirmation of your order number. From here, please log into our self-serve platform and complete the steps to cancel your order. It is important to note that you have 1 hour from order placement to cancel your order.

How do I get a part replaced for unit?

If you require a part, please contact Customer Care via email at [email protected] Please be sure to identify the make/color and model of your unit and the problem you are experiencing. Please be sure to include your order number or proof of purchase to support any warranty related issues.

What is covered under Thane’s 1 year limited warranty?

Thane provides a 1 year limited warranty on all of its products. Our 1 year limited warranty is valid from the date of purchase/receipt up to 1 year against defects in material and workmanship under normal use and service. To obtain service, please email our Customer Care at [email protected] Please include a copy of your order number or proof of purchase to valid the warranty.

What is not covered under the 1 year limited warranty?

THIS WARRANTY DOES NOT APPLY TO THE FOLLOWING

  1. Damage due to accident, misuse, abuse, commercial use or vandalism.
  2. Improper or inadequate maintenance.
  3. Unauthorized modification or commercial use.
  4. Damage in return transit
  5. “Normal” wear of parts (wear and tear that occurs over time and with use), including chips, scratches, abrasions, discolorations or fading.
  6. Repairs made by an unauthorized service technician.

 

Do you offer a service center where I can take my unit to be repaired?

No, unfortunately, we do not have a service center where you can take your unit to be repaired.

My tracking number does not show any order tracking details?

We ship our orders via Fed Ex. You can track the status of your shipment www.fedex.com. For address in remote areas Fed Ex will deliver your shipment to the local USPS outlet, from there, USPS will continue to deliver the order until its final destination. If your FedEx tracking number does not provide complete tracking details, be sure to check your tracking number through USPS for the latest information.

I made a mistake on billing information, how do I update this information?

To update your bill to/ship to information, please log in to our Customer Care Self Serve portal, located your order and follow the steps needed to change your order. Please note that you have 1 hour from order placement to change the information and ensure the information has been properly updated on your order.

I never received any order confirmations from you?

Please check your junk mail as your email provider may have filed it as “junk” or “spam”. Be sure that your email settings are marked to accept emails from us.