How to use this guide
We've compiled a list of the most frequently asked questions regarding Spark order & shipping and their answers.
Q: Once ordered, how long will I wait to receive my Spark?
A: For most parts of the world, Spark should be shipped within 5~7 working days after the order has been placed.
However, please note that different countries or regions may have different ETA, the estimated delivery time should be listed on the checkout page for each country.
Q: How can I check my order status?
Please go to Positive Grid's website and log in to the user center, with the same email you made your purchase. You can then find your order in the user center alongside its tracking status.
Q: Do you ship internationally?
A: Yes, we ship to the following countries/regions:
*Due to restrictions from our financial partners and local carriers, Positive Grid does NOT ship to Puerto Rico, Guam, and the United States Minor Outlying Islands.
**The personalized products are currently not available in the regions above as well as Alaska & Hawaii
Europe: Germany, Netherlands, Belgium, Luxembourg, Austria, France, Denmark, Poland, Ireland, Hungary, Slovenia, Slovakia, Czech Republic, Latvia, Sweden, Lithuania, Italy, Spain, Estonia, Portugal, Finland, Croatia, Romania, United Kingdom.
*Due to restrictions from our financial partners and local carriers, Positive Grid does not ship to remote islands and dependencies, including but not limited to the Canary Islands, Isle of Man, etc.
*We currently cannot deliver to P.O. boxes or APO/FPO addresses.
Q: I have an order with regular (black) Spark, can I change it to Spark Pearl (and vice versa)?
A: We do not support swapping between the 2 models.
Q: Is there any warranty?
A: Spark comes with a 1-year Limited Warranty. For details on our warranty, please see Spark Warranty FAQ.
Q: Can I cancel my order?
A: Order cancellations will only be granted if your ordered items have not begun the process for dispatch. For more information about cancellations or returns, please visit our Return Policy.
Q: Can I swap, add, or deduct items from my order?
A: Due to technical reasons, it is not possible to swap, add, or deduct items from your order.
Q: What payment methods do you accept?
A: We accept all major credit cards - Visa, MasterCard, American Express, etc. PayPal and installment payment services (US only) are also available.
Q: What is the shipping cost?
A: Shipping costs may vary depending on a customer's location and current promotions being offered by Positive Grid. Shipping rates will be provided at checkout.
The final shipping cost is determined by your chosen delivery option, Positive Grid's order volume, and the shipment's final destination. Please note that your delivery option cannot be changed once the order has been placed.
Customers will be responsible for paying shipping costs once the product is shipped from our warehouse. Please note that shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund. Positive Grid Limited reserves the right to change its shipping policies at any time.
See also: Countries with Free Shipping
Q: Is VAT (Value-Added Tax) included in the order price?
A: The order price does not include VAT. However, VAT is automatically calculated during the checkout process. The VAT rate is calculated according to your country's government policy.