FAQ

Our store accepts a variety of credit card payment options to make your shopping experience as convenient as possible. Below is a list of the credit card types we currently support:

• Visa

• Mastercard

• Maestro

• American Express

• JCB

• Discover

• Diners Club

• UnionPay (中國銀聯)

• Visa Electron

• Cartes Bancaires

You can simply select your card type and enter your details on the checkout page to complete your payment.

Returns can be processed after receiving an order within 30 days* of receipt. The refund will be credited back to your credit card within 5-7 business days after being processed. A refund notification will be sent after refund has been processed.

If your item is damaged or defective, you can simply return your product via the “return” link in your order page (most items can be returned within 30 days of receipt of shipment).

Please refer to “Warranty Terms and Conditions” to learn more about the product warranty policy.

Yes. You can refer to our NAS Quick Setup page to get started setting up your system. Additionally, we have a tutorial video series called QNAP College, and a FAQ page available to help you learn more about your NAS.

Please check the compatibility list for a list of officially supported drives. QNAP suggests using NAS grade drives or better.

Please reference our Customer Service page, and contact us accordingly.

Sign in to your account, and navigate to Orders.

No. Items cannot be added to an order after it is placed.

Please sign in to your account and navigate to Orders.

You can cancel your order before the item is shipped.

To return an item, please log into QNAP Online Shop with your account to obtain a Return Merchandise Authorization (RMA) number. After receiving a RMA number, place the item securely in its original packaging and the return form provided and take it with the shipping label provided to an authorized Purolator shipping location.

Please note, the customer will be responsible for all return shipping charges. Fees will be paid at the Purolator counter with the shipping label provided above. This label is for Purolator ground shipping. The shipping fees are determined by your location, item size, and weight.

No, exchanges are not currently available. At this time you can only return your item for a refund.

No, the email address cannot be changed.

No, we don’t have a physical store.

Our store does not currently feature a direct "return order" button. This approach allows us to ensure that each return request receives personalized attention and is handled correctly according to our return policy.

The duration for which products remain in your shopping cart depends on your login status:

• If you are logged into your account: The contents of your shopping cart, when you are logged in, will generally be saved for your next visit, as long as the products remain in stock. This offers you more flexibility to complete your purchase.

• If you are a guest (not logged in): If you are not logged into an account, the items in your shopping cart are typically saved temporarily in your web browser. This means that if you close your browser, clear your Browse data, or return after a prolonged period, your cart might be emptied.

Important Note: Regardless of whether you are logged in or not, items in your shopping cart are not reserved for you. Popular products may sell out quickly. To ensure you secure the items you want, we recommend completing your purchase as soon as possible.

Yes. You can cancel, remove, or add items from the cart anytime prior to order placement.

Our store utilizes Purolator for all order shipments.

Our store ships all orders via Purolator, covering most locations across Canada.

Please note the following:

• P.O. Box Addresses: To ensure secure delivery and signature confirmation, we are unable to ship packages to Post Office Box (P.O. Box) addresses. Please provide a physical street address for your delivery.

• Remote or Rural Areas: While Purolator offers extensive coverage, deliveries to very remote or rural areas within Canada may require longer transit times.

• Special Cases: In very rare and extremely remote locations, there might be specific delivery arrangements or limitations.

If you are unsure whether your location can receive standard deliveries or have any questions regarding your shipping address, please do not hesitate to contact our customer service team at castore@qnap.com before placing your order. We will be happy to assist you.

No, we do not ship to PO boxes.

You can find your tracking number and track your shipment status in the following ways:

1. Shipping Confirmation Email: Once your order has shipped, you will receive a shipping confirmation email from us. This email will include your package tracking number and a clickable "Track Shipment" link.

2. Your Account (if applicable): If you were logged into your account when you made your purchase, you can sign in to your account and navigate to the "Orders" page. Click on the order you wish to inquire about, and the order details page will also display the tracking number and tracking link.

How to Track: Clicking the "Track Shipment" link in your email or within your account will direct you to Purolator's official website or tracking page. There, you can view the latest updates on your package's movement, estimated delivery date, and detailed shipping status.

Please note: Tracking information usually takes 24-48 hours to update in the tracking system. If you don't see immediate tracking information after receiving your shipping confirmation, please allow some time for it to update before checking again.