Spark Shipping Policy

The estimated shipping time for your Spark order will depend on your region, and transit time may vary depending on inventory availability and your proximity to our distribution centers. To ensure the security of purchases, Positive Grid may need to contact you to validate your order or address, which may cause delays in shipping your order. Our carriers deliver during normal business working hours and may require a signature on receipt, so we suggest your order is delivered to an address where someone will be available to accept it.

To view the full list of countries that we currently deliver to, please see our international delivery. If you cannot see your country/area on the list , Positive Grid is currently unable to service this area - we are working on this and hope to reach you soon! Unfortunately, We currently cannot deliver to P.O. boxes or APO/FPO or U.S. Military addresses.

POSSIBLE DELAYS

Please allow extra time for orders to be processed during public holidays and promotional periods.In this instance, please expect your order to arrive the next business day. Delays may also occur due to pending payment verifications, customs clearance, and weather conditions. Please note that there may be minor delays for international deliveries due to COVID-19.

THIRD-PARTY ITEMS

If you have purchased a Spark bundle that includes a carrying bag or third-party items (such as headphones or in-ear monitors), please note that these items might ship separately in most cases and may arrive on different days. Please also note that we cannot change shipping addresses for these third party items, so check your order carefully. Additionally, we cannot combine orders or add pieces to an existing order once it has already been placed.

Order cancellation may be granted as long as your items have not already been delivered.

IMPORT TAXES

Import taxes will be calculated upon checkout and will be shown in the Tax field during checkout.

FOREIGN TRANSACTION FEES

Foreign transaction fees may be charged once your payment transaction has been settled. These fees are determined by your bank's pricing and transaction fee policies. For further details of foreign transaction fees, please contact your bank.

See more about our General FAQ.

SHIPPING FEE

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.

If your tracking hasn't updated in over two weeks, please reach out to us here – we'll be happy to help you with the following steps!

See more frequently asked questions here.

Hardware Warranty

Please refer to the information here.

Hardware Return Policy

If for any reason you are dissatisfied with your purchase, you may return it within 30 days for a full refund. However please note we are unable to refund shipping costs.

Please contact Positive Grid Customer Support to request a return authorization (RA) number and we will provide return instructions for you via email.

Once you have received your RA number, please repack the merchandise and all accessories that were included with the shipment in the original box with the original packing materials. All products must be repacked in the original, unmarked packaging including any accessories, manuals, documentation and registration that shipped with the product.

Returned merchandise without an RA number or missing accessories may not be accepted. Please note that merchandise must be returned within 30 days from the date of delivery.

Please Note:


• Customers are responsible for shipping products back to Positive Grid. We recommend using a trackable shipping method. Any shipping costs will be the customer's responsibility.
• Some products may be excluded from this guarantee. Please check the product description before you place your order.
• Free of charge merchandise must be returned with the main merchandise when you submit the return application.
• Positive Grid will provide a full refund back to the original form of payment.

Desktop Software Return

Positive Grid can provide a full refund for desktop software within 30 days of purchase. The refund will be sent back to the original form of payment.

To get a refund, please contact Positive Grid Customer Support with the following information:

1. The email address you used to register on our online store.
2. A screenshot of your receipt.
3. The reason why you would like to be refunded.

*Please note: We are only able to grant refunds to customers who purchased from Positive Grid’s online store. We are unable to provide refunds for customers who purchased from other dealers or for iOS apps purchased from Apple App Store.

iOS Apps Return

We are unable to provide refunds for Positive Grid iOS apps purchased on the Apple App Store. All of the apps and in-app purchases on the App Store are managed by Apple itself. Therefore, we do not have authorization or access to payments made there. We apologize for any inconvenience. However, if you wish to be refunded, please report a problem to Apple. Refunds from Apple are typically granted within 90 days.