Order Information, Shipping, and Returns

WHAT’S MY ORDER STATUS?

You can email us at info@sum-products.com and we’d be happy to provide you an update. You should also receive order status updates as your order is being prepared for you, so look out for those emails as well.

HOW DO I CANCEL MY ORDER?

Depending on the status of your order, we may not be able to cancel it. Please contact us immediately at info@sum-products.com and we will help you the best we can. If we are unable to cancel your order, we can always walk you through our easy returns process.

CAN I EXCHANGE MY ORDER?

We are currently not set up for exchanges. Please email us at info@sum-products.com to get a return started. Then a new order can be placed for another item.

I FORGOT TO ADD AN ITEM TO MY ORDER; CAN I MAKE A CHANGE BEFORE IT SHIPS?

Once your order has been completed, the order goes almost immediately to processing and then it’s sent to the warehouse to ship. To get your order to you as fast as possible, no changes can be made at this stage. Please place a new order on the website for the additional items. Remember, shipping is free for orders over $50!

THE PRODUCT I WANT IS OUT OF STOCK. WHEN WILL YOU BE RESTOCKING?

If something is out of stock, email us at info@sum-products.com and we’d be happy to double check for you.

I’M NOT SATISFIED WITH MY PRODUCT. CAN I RETURN IT?

Short answer, yes! We want you to be completely satisfied with your product, and we’ll do our best to make that happen. Of course we do have our standard Warranty and Return Policy to adhere to, which you can find here for more info. If you’d like to request a return, click here.

WHAT IS THE RETURN POLICY?

We will gladly accept undamaged merchandise in resale condition for a full refund within 30 days of purchase. We do not accept returns for purchases from 3rd party retailers. To see full policy, click here.

WHY DID I HAVE TO SIGN FOR MY PACKAGE?

To ensure the safety of large orders, we require a signature upon delivery for domestic orders over $150. For more information about your order, please contact us at info@sum-products.com.

WHEN WILL I RECEIVE MY REFUND?

Please allow up to 10 days for us to process your returned merchandise after it has been received. We’ll refund the price of the merchandise including any taxes you were charged (excluding all applicable shipping charges) upon receiving the return. Depending on your bank, please allow up to two billing cycles for your credit to appear on your statement.

DO YOU OFFER ANY DISCOUNTS FOR FIRST-TIME BUYERS?

We do not have any discounts for first-time buyers, but we definitely suggest subscribing to our newsletter to be the first to know about our special promotions and sales.

DO YOU SHIP INTERNATIONALLY? DO I HAVE TO PAY DUTIES AND TAXES?

Yes, our products can now be shipped outside of the US!

Product Questions

MY WIRELESS CHARGER ISN’T WORKING PROPERLY. WHAT CAN I DO?

We want you to be completely satisfied with your product. Please check out our troubleshooting guide to make sure that you’re setting up your wireless charger correctly. If you’re still having issues, please reach out to our support staff at info@sum-products.com and we will get in touch with you as soon as possible. You can also request a replacement, or return the product to us and receive a full refund if we discover that the product is defective. For more information regarding our Warranty and Return Policy, please click here.

MY WIRELESS CHARGER OR PHONE IS FEELING HOT. IS THAT NORMAL?

Depending on what you’re doing, it’s normal for both your device and/or wireless charger to heat up. Wireless charging will naturally generate heat during the process, and if you’re also using your phone to stream video or requiring it to do something intensive while charging, this can lead to both your phone and wireless charger to heat up. Of course, your phone is designed to handle this, and so are our chargers. The aluminum body design helps ensure that your charger will stay cooler or cool down faster than other chargers. If your phone is feeling hotter than normal, please make sure that there is no metal interference between your phone and the charger. Also make sure that the charger isn’t wet or damaged. You can also refer to the included manual to understand what the normal operating conditions are and how to use the wireless charger properly.

MY PHONE KEEPS SLIPPING OFF MY DIAL. WHY IS THAT?

One of the greatest benefits of the DIAL is that it doesn’t require a magnet to hold your phone in place. However, the rules of physics also make it so that the surface of the DIAL (a super sticky silicone-rubber composite) is prone to catching dust and dirt. The solution is simple though! Simply take a wet cloth or moist wipe and clean the surface of the DIAL (this also works for the bottom of the DIAL and DISC if they ever get too dirty and stop gripping your surface). Once you’ve cleaned the surface, it will be good as new!

THE STATUS LIGHT ON MY DISC/DIAL SEEMS A BIT DIM. IS THAT NORMAL?

If the light seems dim to you, it’s because it was designed to be that way! Most modern devices will tell you if they’re charging, so there’s no need to see the indicator light. Many people also complain about these indicator lights to be too bright, especially when placed by a bedside. Thus, we’ve designed these status lights to be visible but not intrusive. When first plugging in your wireless charger, you can lift up the charger to see if it briefly shines white. If so, you’re good to go!

THE USB-C CABLE IS DIFFICULT TO PULL OUT OF THE WIRELESS CHARGER OR THE POWER ADAPTER. IS THIS NORMAL?

There are times that new cables can feel a little tight. There are sometimes manufacturing tolerances that make it so that the cables are a snugger fit than you might expect; however, as you continue to use your products, the fit will naturally loosen over time while still providing a secure and safe connection.

CAN I USE THE INCLUDED POWER ADAPTER TO CHARGE OTHER MOBILE DEVICES?

This is a complicated question. Because USB-C is technically a universal standard, the ideal scenario would be that you are able to charge any other devices with a USB-C input. The reality of the situation, however, is that there are different wattage requirements and even differences in input types. Our advice in regards to this question is to proceed with caution and to only charge other devices that you know use either 18W or less power adapters. Ultimately, our advice is to be safe and do your research before proceeding!

Other Questions

If you have any other questions or concerns, please feel free to get in touch with us at info@sum-products.com. Thank you!