• FAQ

FAQ

We hope that every shopping experience you have is smooth and worry-free. The following are frequently asked questions about purchase, delivery, return and exchange, warranty and product use. If we cannot answer your questions, please feel free to contact our customer service team.

Purchase and order

Q1: Are your products authentic?

Yes, all products sold on the Elasoap official website are 100% original and authentic, with official warranty and complete after-sales service, please rest assured to buy.

Q2: Do I need to register an account to purchase?

You can choose to place an order as a "visitor" without registering an account. However, it is recommended to register and log in to view order history, apply for after-sales service and obtain member benefits.

Q3: Can I modify the order after placing an order?

We usually arrange shipment as soon as possible after the order is submitted, so the product model, quantity or delivery address cannot be modified after the order is placed. If you find an error, please contact the online customer service as soon as possible, and we will try our best to assist in the modification before shipment.

Payment and invoice

Q4: What payment methods do you support?

We support the following payment methods: Visa, Mastercard.

Q5: What if I don't receive a confirmation email after placing an order?

Please check your spam or promotion folder first. If you still haven't received it, please contact contact@elasoap.com and we will manually confirm the order status for you.

Q6: Do you provide invoices?

We will send an electronic receipt to your registered email address. If you need a formal invoice, please contact customer service by email after placing an order to request it.

Shipping and Logistics

Q7: How long does it take to ship? How long does it take to ship?

The order processing time is 1–3 business days.

The delivery time varies depending on the destination, usually 5–15 business days (standard delivery).

Q8: Can I track my package?

Of course. After shipping, you will receive an email with the logistics tracking number, and you can check the shipping progress in real time through the "Order Tracking" page.

Returns and Exchanges

Q9: I am not satisfied with the product, can I return it?

Within 30 days from the date of receipt, if the product is unused and the packaging is intact, you can apply for a return and refund. If there is a quality problem or the wrong product is sent, we will bear the return shipping cost.

Q10: What should I do if I receive a damaged or wrong product?

Please take a photo and contact customer service within 48 hours after receiving the package. We will replace or refund you for free and bear the relevant shipping costs.

Q11: What is the exchange process?

Please contact customer service to explain the situation and submit relevant certificates. We will reply to the review within 1-2 working days and guide you on how to send the product back.

Warranty and after-sales support

Q12: Is the product under warranty? How long?

Most products have a 12-month limited warranty, and some accessory products have a 6-month warranty. If the failure is caused by non-human factors, we will provide repairs, replacements or other after-sales support.

Q13: What information do I need to provide for warranty?

Please keep your order number, purchase receipt (such as receipt, invoice) and photos or videos of the failure. After contacting customer service, we will assist you in completing the after-sales process.

Q14: Can the warranty period be extended?

Some products support the purchase of extended warranty services or registration and activation of extended warranty. Please pay attention to the product packaging, instructions or the "Warranty Registration" page on the official website.

Product Technical Issues

Q15: What should I do if my game controller cannot be connected?

Please confirm whether the following operations are correct:

Is the controller fully charged?

Is the receiver properly plugged in and the driver installed?

Switch to the correct connection mode (Bluetooth, wired or 2.4G)

If there is still a problem, please contact customer service to provide the specific model and symptoms, and we will assist in troubleshooting.

Q16: What should I do if the headset sound is abnormal or disconnected?

Try resetting the headset or clearing the Bluetooth pairing record. If the problem persists, try testing on other devices to rule out device compatibility issues.

Q17: Does your keyboard support Mac system?

Most of our mechanical keyboards support Mac/Windows dual systems and are equipped with system switching keys and replacement keycaps. Please check the compatibility instructions on the product page.

Customer Service and Contact

Q18: How to contact customer service?

You can contact us via the following methods:

Email: contact@elasoap.com

Our customer service hours are 09:00–18:00 on weekdays

Still have questions?

Please visit the [Contact Us] page or send an email directly, and we will answer you as soon as possible. Thank you for your support!