Customer Service
One team handles pre-sales questions, live orders and after-sales support. Here is how to reach us, what to have ready, and how quickly you can expect an answer.
Last updated: 30 July 2026
How to Reach Us
| Channel | Details | Best for | Typical response |
|---|---|---|---|
| [SUPPORT EMAIL] | Order queries, warranty claims, quotations, anything needing a record | Within 1 business day | |
| Phone | [SUPPORT PHONE] | Urgent order issues, stock checks, delivery coordination | Immediate during support hours |
| [WHATSAPP NUMBER] | Quick questions, photos of a fault, delivery updates | Within a few hours | |
| Contact form | Contact Us | General enquiries when you would rather not email | Within 1 business day |
| Showroom | [STORE ADDRESS] | Hands-on advice, collection, drop-off for service | Walk in during opening hours |
Support hours: Monday to Friday 9:00–18:00 and Saturday 10:00–16:00 (Beirut time). We are closed on Sundays and public holidays. Messages received outside these hours are answered on the next working day.
Before You Contact Us
You will get a faster, more useful answer if you include the following where relevant:
- Your order number (shown in your confirmation email and under My Account → Orders).
- The product name and, for warranty cases, the serial number.
- A clear description of the problem, including exactly when it happens and any on-screen error text.
- Photos or a short video of the fault, physical damage, or packaging condition.
- What you have already tried — it saves us both a round of suggestions.
Help With Your Order
Tracking a delivery
Order status is available at any time under My Account → Orders. Once your parcel is handed to the carrier we email a tracking reference. Full details are in our Shipping Policy.
Changing an order
Contact us as quickly as possible. We can usually amend the delivery address, change a payment method or add items while the order is still being prepared. Once an order has been packed and handed to the carrier it can no longer be changed — you would need to refuse delivery or return the item.
Cancelling an order
Orders can be cancelled free of charge at any point before dispatch. Email or call us with your order number and we will confirm the cancellation and the refund in writing. Custom-built systems that have already entered assembly may not be cancellable — see our Return Policy.
Something is missing, wrong or damaged
Tell us within 48 hours of delivery and keep all packaging. Send photos of the outer carton, the inner packaging and the item itself. We will arrange a replacement, a redelivery of the missing item, or a refund at no cost to you.
Technical Support
We help with the products we sell. That includes setup, driver and firmware issues, compatibility questions, and diagnosing whether a fault is hardware or software.
- Setup and first-use help — free, by phone, email or WhatsApp.
- Fault diagnosis — we will work through it with you remotely before asking you to return anything.
- Bench service — bring the unit to the showroom or ship it to us and we will test it directly.
- Data — always back up your data before sending any device for service or return. We cannot be responsible for data loss.
Warranty Claims
Products carry the manufacturer warranty stated on their product page, and we handle the claim on your behalf rather than sending you to the manufacturer.
- Email [SUPPORT EMAIL] with your order number, the product, its serial number and a description of the fault.
- We confirm warranty status and, where needed, run remote diagnostics to rule out a configuration issue.
- We issue a service reference and tell you whether to bring the unit in, ship it to us, or deal with an authorised service centre directly.
- The unit is repaired, replaced or credited according to the manufacturer terms. We keep you updated at each stage.
A fault that appears within the first 7 days is treated as dead-on-arrival and handled as an immediate replacement, not a warranty repair. See the Return Policy.
Business & Bulk Enquiries
Our commercial desk handles quotations, tenders, standardised device configurations, staged rollouts and account terms for businesses, schools and institutions. Email [SUPPORT EMAIL] with your requirements, quantities and target timeline and we will respond with a formal quotation.
If We Get It Wrong
If your issue has not been resolved to your satisfaction, ask for it to be escalated to a supervisor and reference your original ticket or order number. We will review the case and respond with a decision and an explanation within 3 business days. We would much rather hear about a problem than lose a customer quietly.
Answers You May Not Need to Ask For
- Shipping Policy — delivery areas, rates, transit times and tracking.
- Payment Policy — accepted payment methods, invoicing and cash on delivery.
- Return Policy — the 14-day return window, conditions and how to start a return.
- Refund Policy — how and when refunds are issued.
- Terms & Conditions — the terms governing your purchase.
- Privacy Policy — what data we hold and your rights over it.