FAQ & Help Center
How Can We Help You?
What if I forgot my password?
If you forgot your password, you can click here to reset it. An email with a password‑reset link will be sent to the email address linked to your account. This reset link remains valid for 24 hours only. If you fail to use the link within 24 hours after receipt, it will expire. You have to go through the password‑reset procedure once more.
What should I do if I have problems with signing in?
If you forget your password, you can click here to reset the password.
If your email and password are entered correctly, check your network connection, make sure cookies and JavaScript are enabled in your browser, then refresh the page and attempt to log in again.
Should the login issue persist after the above steps, please get in touch with our Support Team.
How do I change my password?
If you wish to change your password, please follow the directions below.
1. Click the My Account button located to the right of the Search bar. If you are not signed in, you will need to enter your ID and password, or click here.
2. Please select “Account Details” in the Account Setting page.
3. Enter in your old & new password and click Save Changes.
How do I change my contact information?
You may update your contact information in the Account Details section of your account. Contact, shipping and billing details can also be edited directly at checkout.
How do I add or manage addresses?
You may update your billing & shipping adress information in the Adresses section of your account. You can add, edit or remove your addresses. You may also set a default address to speed up future orders. Addresses can additionally be created, updated or deleted while completing checkout.
Is your site secure?
Yes. Your personal information is stored safely behind our firewall.
How can I avoid my account being compromised?
SFPPlaza will never reveal your account information to any third party. It is recommended that you use a more complicated password when setting the account password, and avoid sharing password information across sites to protect your account security.
How will I know if SFPPlaza has received my order?
Please ensure all details on the checkout confirmation page are submitted successfully. Once finished, an order confirmation email with full order particulars will be delivered to your registered inbox. You can also reach out to your account manager to verify order receipt.
What should I do if I don't receive the order confirmation email?
If no confirmation email arrives after you finish checkout, please log into your account center and check your order history to confirm whether the order was generated. If the order cannot be found, please contact your account manager for support.
I have paid for my order, why is the order status still pending?
This delay usually occurs due to payment confirmation syncing between our system and your payment gateway. We will start processing your order as soon as we receive payment confirmation.
If you require your products urgently, faster payment options such as credit card or PayPal are available for selection.
How can I check the status of my order?
You can conveniently track your order status at Order Details in your SFPPlaza Account, or reach out directly to your account manager for an update.
Where can I find serial numbers for products I have purchased?
You can locate product serial numbers at Order Details in your SFPPlaza Account. You may look them up via your order history.
Can I request customized services?
Product customization can be initiated directly on the product detail page or by reaching out to your account manager. We strive to accommodate custom requirements for all customers.
How do I purchase for all corporate locations through one site sign-in?
Multiple addresses can be saved in the address book under a single account. This allows you to place separate orders with different shipping destinations for your various corporate sites.
How can employees of my company take advantage of our corporate discount?
To apply corporate pricing for your team members, please get in touch with your account manager for detailed guidance.
Can I get a discount if I order large quantities at a time?
Yes, volume purchases qualify for discounted pricing to help you cut costs. You may apply for bulk discounts in either of these two ways:
1. Email info@naddod.com to inquire about volume pricing.
2. Submit your quote request to our sales team at Contact Us page.
What should I do if I want to cancel my order?
If payment has been made, please contact your account manager right away to submit a cancellation and refund request. Please note that most orders are sent to our warehouse automatically for processing, so cancellation cannot be guaranteed. Your account manager will advise you on feasibility.
Orders with customized products or special terms cannot be canceled once they enter the “Preparing” status.
If you have not yet paid, you can click “Cancel” directly on the Order Details page.
How do I change items in my order?
If payment has not been completed, cancel your existing order and place a brand-new order containing the correct items.
If you have already finished payment, please contact your account manager to adjust your order items before shipment, then you can confirm the updated order.
What payment methods do we accept?
We support the following payment options:
1. Credit Card (Visa, MasterCard, American Express, Discover)
2. Debit Card (Visa, MasterCard, American Express, Discover)
3. PayPal
4. Apple Pal
5. Google Pal
6. Wire Transfer
7. If you encounter any payment issues, please reach out to your account manager through online chat. For further details, please refer to the Payment Methods page.
Why did my payment fail?
Online payments may fail for multiple causes, including incorrect card details, bank declined transactions, or unstable network connections. If your payment fails, you may restart the checkout process and retry. If the issue persists, please get in touch with your account manager for assistance.
Will my payment details be saved in your system?
We do not store any of your payment data, including but not limited to debit card, credit card and other payment credentials. When you submit a payment, relevant data will only be transmitted securely to authorized third-party payment gateways or banks.
What should I do if I get overcharged?
No need to worry. Please contact your issuing bank to verify the deducted amount, transaction date and payee. Screenshots or transaction receipts containing this information will speed up the investigation. Your account manager will assist you to look into the case afterwards.
Can I switch my payment method?
Yes. You may update your payment method any time before the payment is successfully received by our company.
Unfinished payments can be accessed under “My Orders“. To change payment method: go to My Account > Orders > Pending > pick the target order > Pay Now > choose an available payment option.
Are there extra charges for Credit / Debit Card payments?
SFPPlaza will not levy extra fees for credit card or debit card transactions. If you notice a charge higher than your checkout total amount, please first check with your card-issuing bank.
Should you require our support, please provide screenshots or receipts showing the deduction amount, transaction date and payee to facilitate troubleshooting.
How to add and manage billing addresses?
You can add and maintain billing address information in your Account Settings. It supports adding new addresses, editing existing entries, updating or deleting saved addresses.
You can also set a default address to streamline future checkout. Addresses can also be added, edited or removed during checkout.
Can I modify my shipping address or shipping method?
Once your package is packed and ready for shipment, shipping address edits will no longer be available.
If payment has not been submitted, cancel the current order and place a new one with corrected address details.
If payment is already completed, please contact your account manager or our live chat team to request changes.
I have paid for my order, why is the order status still pending?
The status remains pending due to the sync delay between our system and the payment gateway to verify your payment. We will process your order immediately once payment confirmation is received.
If you require your goods urgently, we recommend faster payment options including credit card and PayPal.
How can I track my package after it is shipped?
You can track your shipment directly on the logistics provider’s official website using the tracking number.
Two ways to get your tracking number:
1. Shipping Email Alert
Once your parcel leaves our warehouse, a shipping confirmation email containing the tracking ID will be sent to you automatically.
2. Contact Account Manager
You may also get the tracking number and latest shipment updates from your dedicated account manager.
How long will the shipping take?
After dispatch, delivery normally takes 5–7 business days.
All lead times are estimated only. Actual delivery time is subject to change due to various factors such as weather, international customs clearance, local courier operations and other unexpected conditions.
What shipping methods are supported?
We mainly ship via FedEx, DHL, UPS, EMS and TNT.
How much will I be charged for shipping?
Free shipping applies to qualifying products and order values. Eligible products are marked “Free Shipping” on their product detail page.
To unlock free shipping, your order subtotal needs to meet the minimum threshold. For example, orders over USD 99 with qualified items enjoy free shipping. Multiple couriers and delivery speeds can be selected on checkout.
Is it possible to know the shipping cost before placing an order?
Add items to your cart and proceed to checkout, then input your shipping address. You will view all available shipping options and respective freight costs.
No payment will be deducted until you click “Confirm Order” and complete your payment details.
Will any tax or tariff be charged for my order?
Tax and duty rules vary by destination country/region.
USA, Singapore and EU regions: Shipped on DDP terms; customs clearance is generally included.
Other countries/regions: Shipped on DAP terms. The consignee shall complete customs clearance and cover all applicable duties and taxes.
If I need a product urgently, can you provide expedited delivery?
For time-sensitive orders, please contact your account manager. They will arrange the fastest available shipping solution, and settle all freight charges and invoicing (including post-delivery invoices).
Do you provide maintenance service?
Yes. Free maintenance service is available during the product warranty period. Once warranty expires, repair service is still offered with charges assessed on a case-by-case basis. Take optical transceivers as an example: we provide 30-day free return & refund, 3-year free replacement and lifetime technical support. Meanwhile, we also support advance spare parts dispatch service. Click here to check full details about the Warranty Period.
How to initiate a return?
All qualified products purchased from us are eligible for return or exchange. The return & exchange window starts on the date you receive the goods. To submit a return or exchange request, please contact your account manager, send an email to info@sfpplaza.com or get in touch via Live Chat. Our team will promptly assist you with the RMA form and guide you through subsequent return procedures. Please refer to the Warranty Policy for full terms.
Do I need to cover return shipping fees and customs charges?
If product damage or fault is directly caused by customer operation, the customer shall bear all return shipping costs and relevant customs expenses.
How to file a claim for lost, missing, incorrect or damaged items?
For lost, missing, wrong or damaged goods, you can submit your claim through your account manager, email info@sfpplaza.com or contact us via Live Chat. Claims must be submitted within 7 calendar days after successful delivery / goods acceptance. For undelivered shipments, claims need to be raised within 30 days from the order dispatch date. We aim to review and settle your claim within 7–10 business days. For further enquiries, please contact your account manager directly.
Can I return products if I over-ordered or ordered the wrong items?
If you have ordered excess goods or selected incorrect SKUs, eligible products can be returned within 30 days. To apply for return, please reach out to your account manager, email info@sfpplaza.com or use Live Chat. Check the Warranty Policy for return eligibility and warranty terms.
When will I receive my refund?
Refund will be triggered immediately once we receive and inspect the returned products. Normally, funds will be credited back within 3–5 business days. See the Warranty Policy for more information.