A4 Online Store
Frequently Asked Question (F.A.Q.)

Before contacting our customer support, please read this FAQ carefully. You may find your answer here.

If you need to reach our customer support team:

Email Support: info@a4gear.com

Phone Support: Monday – Friday 7am – 5pm PST

888-464-3824 Toll Free
323-585-0550 Local
323-583-6565 Fax

OFFER DESCRIPTION - ORDERING - MY ACCOUNT - PAYMENT - DELIVERY - RETURN

DESCRIPTION OF THE A4 ONLINE STORE OFFER

Which kind of products can I find on this store?

The A4 Online Store is the official online shopping website of A4 Inc. The Store offers the full range of A4 products.

What advantages do I have for purchasing products on this store?

By shopping on our online store, you benefit from exclusive offers, special promotions and free shipping throughout the year. You can also earn and redeem Member Rewards Points for discounts on your favorite products while shopping on our website.

ORDERING FROM THE A4 OFFICIAL ONLINE STORE

How do know I have successfully placed my order?

If your order has been successfully registered, you will receive a confirmation email. Please check all your inboxes, including spam and, for Gmail users, your Promotions inbox for your confirmations email.

I haven’t received a confirmation e-mail. What should I do?

First, please check that the confirmation email is not in your spam box, and if you are using Gmail, please also check your Promotions inbox. If you cannot find your confirmation email in any of your inboxes, please contact our customer support.

Where can I find my order ID?

You can find your order ID in your confirmation email, in the invoice sent to you, but also in your personal account order’s summary, on your A4 Online Store account page. You order ID is important for you to track your order, to make modifications or any other request pertaining to your purchase.

The page keeps telling me my order is pending. What should I do?

If your page freezes and your order confirmation is not processing, please check your inbox, as your order may have gone through and you could have received a confirmation email.

If you do not find any proof of confirmation of your order, please contact our customer support

After my purchase, I have been notified my purchased requires additional verifications. What does this mean? How long will it take?

Your order may be subject to verification. In order to verify your order, you may be asked to follow a simple process through your phone. The verification process may also require you to provide further personal information such as a proof of ID or other.

Please note, if your experience any difficulties during the verification process, please contact our customer support.

I changed my mind. I would like to cancel my order. How do I proceed?

We're sorry you changed your mind. If you still wish to cancel your order, simply contact our customer support.

I made a mistake when entering my personal information. How can I change it?

Please contact our customer support, explaining what needs to be modified. We will make the changes for you. After this date the dispatch will automatically be made to the address you have provided.

CUSTOMER ACCOUNT

Can I register to have an account on www.a4gear.com?

Yes! You will have the opportunity to create an online account during the checkout process. Creating an account will allow you to track the status of your order and earn Members Points.

What advantages do I get for subscribing?

By creating a A4 account, you are able to buy all products available on the Store, keep a detailed summary of all your orders and enter multiple payment methods. Through your Member’s account you are eligible to participate in our exclusive Members Rewards Program, to accumulate Members Points and get exclusive discounts!

How can I reset my password?

If you wish to reset your password, please log in to your account and go to your personal account page. Below your personal information in your Account Details, you can click on the button Change Password to reset your password.

If you have forgotten your password, please go to the Forgot Password tab on the sign in page and enter your email. Your password will be resent to you.

Can I share my account with someone else/another user?

You may not share your account with another person. Please note that you agree to the terms of creating one account per member when you create your account. Your information is personal, and it is in your best interest we recommend you follow this indication. Third parties may attempt to access your account without your consent. If you are conflicted with third party intrusions on your account, please immediately contact our customer service.

I had an account on the previous A4 Store. Why can’t I login with it?

You may have noticed we completely changed our online store. We have done so to improve your own shopping experience, on all your devices. The store has exciting new features such as our Members Rewards Program. For that purpose, we couldn’t keep your old account and your history of purchases. We are sorry for the inconvenience, we hope you will appreciate our new site.

Please create a new account on our new store to log in.

If my old account is not available anymore, how do I get access to my order history?

Unfortunately, you can no longer access your purchasing history, prior to April 12th 2016. A new history of purchase starts with our new store.

Signing up

Who can sign up?

Eligible members must be 13 years of age and older to sign up as Members and place purchases on our site. All minors require parent approval for either registry or purchase. We invite you to read our terms of sale for further information.

Do I need to provide personal information to sign up?

In order to sign up you need to provide your name and email. To sign up, you will not be required to provide further information such as an address or payment details, such as would be needed upon check out. We invite you to read our privacy policy for further information regarding the handling of your personal information.

I am having a problem signing up, what can I do?

If you are experiencing trouble signing up, please refresh your page and try again, or try again at a later time. You may also switch to another Internet browser and verify there is no specific software on your computer preventing our website to run properly. If your problems signing in persist, please contact our customer support.

Can I sign up with my Facebook account?

Yes, you can sign up with your Facebook account. You will find a Log in with Facebook button on the sign in page.

When signing up with my Facebook account, will A4gear.com access my wall and make posts on my behalf?

No, we will not place any posts in your name on social networks and respect your privacy. We will only request your email address in order to create your account. You can monitor these actions from your privacy settings on your Facebook account.

My information

Can I change my information later?

Yes, you may change your personal information, through your account, at any time. For orders which you have already placed and to which you wish to bring modifications, please contact our customer support in order to apply these changes to your ongoing deliveries.

Can I delete my information later?

You may delete your personal information by contacting our customer support. We will delete all your personal information, save for proof of transactions we have had for your purchases.

Can I share my account details?

As you are the sole holder of your Members account, you should not, for safety and personal reasons provide your account details to any third party. Divulging your personal information to others may allow them to gain access to your account and to your saved personal information (notably saved payment methods). Sharing your account details constitutes an infringement to our terms of sale.

My shipping address is not the same as my billing address, how can I change that?

You may change your shipping address at any time, by accessing your personal Account page and saving your Shipping Address preferences in your Account Details by pressing the Edit button.

Deleting my account

How can I delete my account?

In order to completely delete your account, please contact our customer support. Please note the only information we will retain will be the proof of transactions you have made on our site.

Do you keep my information?

Your information related to your personal account is deleted alongside your account, however we keep all information related to an order for proof of purchase and transaction.

Does my purchasing history get lost if I delete my account?

No, your information does not get lost. We keep all information related to an order for proof of purchase and transaction. You will, however, lose your Members Points.

A4 Members Rewards Program

For all questions relevant to our brand new Members Rewards Program, we invite you to read the terms and conditions of the Members Rewards Program and the associated FAQ available on our website.

PAYMENT

Which payment methods can I use?

We accept all payments from Visa, Mastercard, Amex and Discover cards, as well as verified Paypal accounts.

Which currencies can I pay with?

You may pay with US Dollars only. All transactions will be made and kept record of, reimbursed and accounted for in US Dollars.

Is the payment secure?

Yes, it is. All information sent to the payment service providers is encrypted and protected with the latest SSL technology, most widely used in the world, which guarantees the transmission of this sensitive information to be secure. Moreover, we do not store any card details on our servers. Please note your transaction statement will be labeled “Scalefast” on your bank account.

Why is my transaction labeled Scalefast on my bank statement. Shouldn’t it be A4?

Scalefast Inc. is a A4 Inc trusted partner and the authorized seller of the products of the official a4gear.com website. By purchasing products from this website, you conclude an agreement with Scalefast Inc. Therefore, on your bank statement, your transaction will not be labeled A4, but Scalefast Inc.

When will the sum be debited from my account?

You will be charged immediately after we confirm your purchase. For pre-orders however, you will be contacted a few days before shipping and will be reminded that your account will be debited.

Do I need to pay additional taxes when I check out?

Prices on the Store may be subject to variation and you may be subject to taxes upon check out, according to your country and state of residence. Please note, we are not responsible for all costs which are or pertaining to customs costs.

I'm having trouble with my Paypal payment, what can I do?

We suggest you check your balance on your Paypal account and make sure you are using a verified Paypal account. Please also note we do not accept payments with eCheck.

Do the payment and delivery address’ personal information need to be the same?

The name, credit card information, and the delivery’s addressee do not necessarily need to correspond. You may send your order to a third party.

You offer to retain my card details, what does this imply?

We use SSL (Secure Socket Layer) encryption technology for your transactions. Your banking information is not stored by Scalefast. Stored banking information is stored by the Payment Service Provider, only if you have selected the option of saving a credit/debit card to your name, for a future use during check out. Therefore, Scalefast does not have access to private banking details and credit history at any point. To prevent abuses and fraud, Scalefast only stores your address and the transaction time and date. This data remains strictly confidential.

Do you have access to my card details?

No, we do not have access to your card details as your banking information is stored by the payment service provider and all transactions are protected by the latest SSL technology. For further details, please refer to the Terms & Conditions of Sale.

My payment card has expired, how can I change my pre-registered card?

If your payment card has expired, please contact our customer support. We will assist you in placing your order with your correct banking information.

My payment attempts have failed multiple times, how can I purchase my product?

If your attempts to place an order have failed repeatedly, we recommend you change payment methods.

An error occurred during my payment, what should I do?

If an error has occurred during your payment, please try placing your order again later. Should any complications arise, please contact our customer services to signal this error.

How do I benefit from my discount when I make my purchase?

All discounts on the store will be automatically integrated into your cart upon checkout. If you benefit from a coupon code, you will have the possibility to enter this code in the first step of the shopping cart when you proceed to the placement of your order.

Where can I find my order’s details?

You may find you order details in your confirmation sent to your mailbox upon completion of your purchase. You may also find the summary and details of all your orders by logging in to your account, on your Account page, in the tab Your Orders. You will have access to a list of all your orders and an invoice for each transaction made.

Where can I get an invoice for my order?

An invoice is sent out to you, attached, to your confirmation email. If you do not have access to this email, you may also log in to your A4 Online Store account and go to your Account page, in the tab Your Orders, you will have a list of each of your orders and access to an invoice for each.

DELIVERY

When will my order ship?

Most orders will ship within 48 hours. All orders are shipped ground service unless otherwise specified.

When will I receive my product?

We do our best to deliver within the best delays. Shipment delivery may vary according to your location or shipment method.

As soon as your package is dispatched, you will receive your tracking number by email, giving you an estimated delivery date.

Where do you ship from?

We currently ship from Los Angeles, CA

Do you ship Internationally?

We do not ship International at this time. Please check back with us soon.

Do you ship to Alaska, Hawaii, Puerto Rico or other US territories?

We are now shipping to Alaska, Hawaii, Puerto Rico and other US territories. This requires additional shipping charges to be paid. Please call our customer Service for a shipping price quote.

How much will shipping be for my order?

We offer free shipping for delivery within the Continental United States. Shipping charges are based on the shipping service level, the weight of your order and your geographic location from our warehouse.

RETURN

Can I return items?

We understand that sometimes you may need to return or exchange an item. That’s why we offer a 30-day 100% satisfaction guarantee. If you are not satisfied with your purchase, you may return unworn merchandise within 30 days for an exchange or refund.

What procedures should I follow to return my product and get a refund?

For any inquiries pertaining to a return, please refer yourself to our return policy.