Registration
1. How to Log In / Register?
Log In: Click the “LOGIN / REGISTER” button at the top right corner of the page. Enter your “Username” or “Email” and password to access your account.
Register: Click the “LOGIN / REGISTER” button at the top right corner of the page, then select “CREATE AN ACCOUNT.” Fill in the required information to complete your registration.
2. What if I forget my password?
On the Login Page, click on “Lost your password?”, then enter your registered Username or Email Address. After clicking “RESET PASSWORD”, a password reset link will be sent to your email inbox, allowing you to set a new password.
Order Management
1. How can I check my order details?
After logging in, go to “MY ACCOUNT” and select “ORDERS” to view your order details.
During each stage of the order process, the system will automatically send email notifications to keep you updated on the status of your order.
2. How can I change my delivery address after completing my order?
Please contact Jetway eShop customer service team to change address within 2 days. Please be noticed You will be able to change the address once the ordering is shipped out.
3. How can I cancel my order?
Please check product specifications carefully before placing orders.
Please contact Jetway eShop customer service team regarding order issues.
4. How do I return an item?
Please be advised that WE DO NOT ACCEPT RETURNS OR ISSUE REFUNDS IN SITUATIONS OTHER THAN THOSE RELATING TO PRODUCT QUALITY.
Please check product specifications carefully before placing orders.
To return an item due to a quality-related issue, please first contact our customer service team to check whether a return is possible within 30 days of receipt of shipment. Please maintain the products as original package.
*Please note that non-defective/ wrong products, the return shipping costs will be undertaken by the buyer. We will check the goods after receiving them and if there is no damage, the refund will be made to customers within 7-14 days (minus shipping costs).
5. What do I do if I receive the wrong items?
If you receive the wrong products, please send an email detailing the invoice number and the items you purchased to eshop@jetway.com. If the fault is on Jetway, we will send a confirmation message allowing you to return any incorrect items and will also dispatch the correct products at the earliest possible time.
Payment Information
1. How do I make a payment?
Credit Card Payment: Jetway eShop partners with E.SUN Bank to provide a secure online payment system. The platform uses server digital certificates and SSL (Secure Socket Layer) encryption to ensure the safety and convenience of your online shopping experience.
Bank Transfer: If you prefer to pay via bank transfer, please contact the Jetway eShop Customer Service Center in advance for assistance.
2. What is the billing currency?
All charges will be made in New Taiwan Dollars (NTD).
The actual payment fee is based on the local and current exchange rate.
If you have any questions regarding currency conversion or exchange rates, please contact your credit card issuer or financial institution.
For orders shipped within Taiwan, a 5% value-added tax (VAT) will be added, and an electronic invoice will be issued.
For orders shipped outside of Taiwan, both USD and NTD amounts will be displayed at checkout. The final charge will still be in NTD. The invoice amount is the same as the order and is listed in both USD and NTD.
3. Are there any additional fees?
The product prices shown on the product pages do NOT include local taxes, shipping fees, or import duties.
In addition to the shipping fees included in your order, buyers may be responsible for additional charges imposed by the destination country, such as import duties, customs fees, or clearance charges.
All taxes and related fees incurred after the goods are shipped will be the responsibility of the recipient.
As customs regulations and tax laws vary by country, we recommend checking with your local customs authority before placing an order to understand the latest VAT rates, import requirements, and any other applicable fees.
Shipping Information
1. Where are the products shipped from?
All orders are shipped by Jetway Information Co., Ltd. from our Hong Kong warehouse via DHL.
Throughout the order fulfillment process, our system will automatically send email notifications to keep you updated on the latest shipping status.
You can also track your order by visiting “MY ACCOUNT” and selecting “ORDERS.”
2. How is shipping cost calculated?
Shipping fees are calculated based on the destination and package weight, following the standard rates listed on the official DHL website.
In addition to the shipping fees included in your order, buyers may be responsible for additional charges imposed by the destination country, such as import duties, customs fees, or clearance charges.
All taxes and related fees incurred after the goods are shipped will be the responsibility of the recipient.
As customs regulations and tax laws vary by country, we recommend checking with your local customs authority before placing an order to understand the latest VAT rates, import requirements, and any other applicable fees.
Please also verify the delivery information. You will be responsible for any additional expenses resulting from incorrect information entered during the ordering process.
3. How to check the shipping status?
Before your order is shipped, the system will automatically send you an email notification so you can easily track and monitor your package in real time.
You can also track your DHL tracking number by visiting “MY ACCOUNT” and selecting “ORDERS.”
Invoice
When will the invoice be issued and sent?
The system will issue and send the electronic invoice or invoice immediately after the product has been shipped.
Throughout each stage of the order process, the system will automatically send email notifications to keep you updated on the status of your order.
You can also track your order by visiting “MY ACCOUNT” and selecting “ORDERS.”
Warranty
What is Jetway’s product warranty policy?
Jetway products come with a warranty period starting from the date on the original invoice 24 months for most products. For LCD/touch panels, the warranty is 12 months. Chassis and accessories are not covered by warranty. Third-party products follow the original manufacturer’s warranty. DOA/RMA cases are generally handled via repair.
For detailed information, please visit the RMA Worldwide page.
Contact Customer Service
If you have any questions, you can reach us via online Live Chat or send an email to our customer service at: eshop@jetway.com.tw