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  • What are the steps to create a new customer account?

    Setting up an account is really easy and only takes a few minutes. You'll need to give us your company name and address details and then create a password, which you can use to access your account later on.

    Once your account is created you will...
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  • What if I forgot my password?

    No problem – all you need to do is to reset your password. You can find this option at the 'My Account' section of the site.

    Simply click on the  'Forgot your password?' link and we'll email it over to you.


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  • How can I modify my personal information?

    To modify your personal information please log into your customer account by clicking in the tab "My Account" at the top of the page.

    Once logged in, click on the left side tab "Account information" or "Address Book", depend...
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  • Can I create many accounts for the same company?

    No, unfortunately you can only create a single account per company.

    Our system automatically rejects duplicated Company names or e-mails.


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  • How can I donwload my App Keys?

    App Keys are uploaded by sellers directly in our platform when your package is shipped.

    Once uploaded you will receive an e-mail notification to inform you that you can download them from your customer account. To do so, ple...
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  • How can I download my invoices?

    Invoices are uploaded by sellers directly in our platform. To access your invoices, please follow the steps below:

    1. log into your Customer account Read more

  • How can I delete/ resign my account?

    To reseign your account please send us an e-mail at customer-support@thingpark.com


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  • Why should I create a new account?

    Creating a new buyer account not only allows you to place an order and follow its processing in real time, but you will also be allowed to directly contact our sellers, download technical documentations and rate products.


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  • What are the shipping destinations?

    Our maketplace is open worldwide. However, the possibility of buying from abroad is directly dependent on the fact that the shipping costs have been previously defined by our sellers. In the situation in which costs are not configured yet for your dest...
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  • Can I add new products to an existing order?

    No, unfortunately once an order is sent to the seller you won't be able to add extra articles to your ongoing order. If you need to modify your order, please submit a new one.


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  • Can I request a special princing for high quantities?

    Yes, but please note that the final pricing will be decided by the seller.

    Therefore, if you are planning to buy a high volume of devices, we recommend you to directly contact the seller by login into your customer account a...
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  • What is the backorder functionality?

    ThingPark Market allows you to place an order if quantity you request are above the number of available units the seller offers at moment of purchase.

    Upon receiving your funds, ThingPark Market will request the seller to co...
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  • What can I do if the item I want to order is "out of stock"?

    Don't worry! You can place a backorder when product is "out of stock". Please refer to "What is the backord...
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  • Can I split my order accross multiple delivery addresses?

    Unfortunately, we're not yet able to split an order into multiple shipping destinations. If this is your wish, we recommend you to place multiple orders, one for each address.


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  • Can I set different addresses for shipment and billing?

    Yes, in your customer account you will be able to set/modify your shipping and billing addresses. To do so:

    1. Log into your Customer account here<...
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  • How can I create a new order?

    Placing an order is really simple, you only will need to follow this steps:


    1. Create a customer account here

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  • How can I get more information about my product?

    If you think the product information is not complete enough or if you have any questions about a specific product feature please contact the seller. To do so, you only need to click in the right button "Contact the seller" from the product page a...
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  • Do devices include connectivity?

    No, our devices are compliant to the LoRaWAN protocol, however they do not include connectivity.

    Nevertheless, if your wish is to test the devices using the LoRaWAN technology you can create a developer account in our ThinkPark Developer ...
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  • Which frequency band should I select?

    Before purchasing an item please make sure that it is compatible with your local frequency band. You can refer to the table below:


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  • Why some devices do not include batteries?

    As the regulation for transporting, lithium batteries have been enforced some of our sellers (specially from Asia) not to include batteries in their devices. If you have any doubts or questions, please don't hesitate to confirm with the seller if...
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  • Can I use my devices with other LPWAN platforms rather than ThingPark wireless?

    Our devices are compliant to the LoRAWAN protocol and certified ThingPark connected, which mean that they will work in our ThingPark ecosystem.

    If you are planning to use them in any other platform please be aware that we wo...
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  • When will my package be delivered?

    Delivery times depend on several aspects:

    - Availability of the product when ordering, 

    - Proximity to the country of destination,

    - Custom cleareance process. 

    Most of our sellers specify in their prod...
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  • Why the seller is not replying to my messages?

    Every seller is responsible for handling customer communications and to provide responses within the best time to our customers....
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  • Can I change my personal details in an ongoing order?

    Unfortunately, you won't be able to manually change an ongoing order from your customer account.

    If the changes you want to do are related to your shipping or billing information, please contact us without delay at Read more

  • Can I cancel my order online?

    No, unfortunately our website doesn't currently allow customers to cancel orders from their customer account – If you want to cancel an ongoing order please contact our Customer Care team at customer-support@thingpark.com We will be glad to help you!
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  • How can I track my order?

    As soon as your payment is collected by Stripe we will inform the seller of your order and start preparing your package for shipment.

    Once the parcel is ready to be shipped the seller will add a tracking number that you will...
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  • What if I have chosen a wrong frequency band?

    If you have purchased a wrong frequency band for your device please contact the seller as soon as possible. To do so, please log into your customer account, and click in the left side tab "Order communications".

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  • What does the order statuses mean?

    When you place your order, it will enter through the processing steps during fulfillment:

    Pending This means we've received your order, but we are still waiting for the payment to be collected.

    ...
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  • What are the payment methods supported by Thingpark Market?

    ThingPark Market supports Credit Card (Visa & MasterCard). We also accept other specific local bank and SEPA transfers.

    mktp payment methods Read more

  • How long will take my SEPA payment to be processed?

    When you place an order using SEPA Direct debit, you will be requested at the checkout step to accept the mandate to collect the funds from your account.

    Your order will then be processed as soon as the money is collected by...
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  • How is my tax calculated?

    Taxes are calculated depending on where the seller is located, the shiping destination and whether you have a VAT registration number or not.

    For example, if you are placing an order inside the EU to an European seller your ...
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  • How ThingPark Market protects my payments?

    ThingPark Market does not directly process your credit card detail / bank account data nor store any cash in its books.

    Alternately, we resort to Payment Gateway Providers that are granted a Payment Institution licence by Eu...
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  • What currency conversion rate is applied?

    By default, the prices are set in Euros. However, you can also choose to convert the prices in US Dollars, in that case the applied rate will be 1 EUR = 1.17USD.


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  • What does the pricing include?

    Transaction price includes merchandise price excluding VAT + shipping to final destination, as a minimum.

    Depending on where the seller is located and whether you have a VAT registration number, transaction will also include...
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  • What does the pricing not include?

    Transaction price does not include the following fees:

    - In most cases, VAT & Import Tax will be left at buyer’s expense at a later stage, usually when transportation carrier is delivering goods at your place for interna...
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  • How does the payment workflow work in ThingPark Market?

    When you make a payment on ThingPark Market, you pay this amount to sellers, who are responsible for sale-related aspects.

    ThingPark only helps to interface buyers with sellers and process the financial flow.

    ...
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  • Why was my payment declined?

    A payment can be declined for 2 main reasons :

    - Your bank information is incorrect or invalid

    - Your bank rejected the payment.

    After having verified the accuracy of your bank inf...
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  • How can I submit a claim?

    First of all, we are very sorry if you have had any inconvenience with our services.

    To submit your claim, please send an e-mail to our Customer Care service at: customer-suppo...
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  • What is the return policy?

    Return policy is at seller's discretion: detailed conditions for returns are usually available for consultation in detail within the agreement you sign at moment of check out.

    You can also consult Partner page Read more

  • When will my order be refunded?

    As soon as your refund request is confirmed by our Customer Care service, you will receive your money back whithin 3 to 5 business days depending on your location and the method of payment used.


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  • How can I contact the seller?

    There are 2 ways to get in touch with our sellers:

    - From the product page : Click on the right side button "Contact the seller" and login to send your message.

    OR

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  • How does ThingPark Market recruit new sellers?

    ThingPark Market complies with anti-money laundering European and Worldwide policies.

    ThingPark Market runs careful scrutiny upon seller registration to make sure that we propose our buyers trusted third party sellers. There...
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  • How can I contact your Customer Care service?

    To contact our Customer Care team please send us an e-mail to customer-support@thingpark.com or fill our contact form here.


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