FAQ's

All products purchased from the TESmert official website are covered by a 1-year Limited Warranty, starting from the date of purchase.During the warranty period, if a product experiences a quality-related issue under normal use that is not caused by human factors, we will provide a replacement service, subject to verification.

For detailed warranty coverage, conditions, and return or exchange procedures, please refer to our official Return & Warranty Policy.

The following situations are not covered under our warranty:

• Products purchased through third-party retailers or resellers.
• Damage caused by misuse, improper operation, or use not in accordance with the user manual.

• If your product develops a quality issue under normal use, you may contact TESmert Support within 1 year of purchase to request an exchange. Please provide your order number and a description of the issue, along with photos or videos if applicable.
• If you wish to request a return, please contact our support team within 30 days of receiving the product via email and provide your order information. If your request meets our return policy requirements, we will provide further return instructions.

If you have any questions or need technical assistance, please contact our customer support team at:
📧 support@tesmert.com

Product pages display the current inventory status. If an item is out of stock or available for pre-order, the relevant information will be clearly indicated on the product page.Oers are typically processed within 1–3 business days before shipment.
Please note that processing and shipping times may be delayed due to weekends, public holidays, or peak order periods.

We select the most appropriate shipping method based on the order destination and warehouse availability.

For more details regarding shipping methods, estimated delivery times, and shipping fees, please refer to our Shipping & Delivery Policy.

Currently, we ship to the contiguous United States, Alaska, and Hawaii.

If your country or region is not listed above, please contact our support team. We will assist in confirming delivery availability, estimated transit times, and whether any additional shipping fees apply.

Please note that international orders may be subject to import taxes, duties, or other customs fees in accordance with local regulations. These charges, if applicable, are the responsibility of the recipient.

Once your order has been shipped, you will receive an email containing the shipping details and tracking number. You may also log in to your account to view the latest order status on the order details page.

If your shipment shows no tracking updates for an extended period or appears to be lost, please contact the TESmert customer support team. We will assist with the investigation and provide an appropriate solution based on the circumstances.

Enter a valid code in the “Discount Code / Coupon” field on the checkout page and click “Apply”. The discount will be automatically applied according to the promotion rules.

To place an order: Select a product → Add to cart → Enter shipping information → Complete payment.
We currently support major credit cards, PayPal, and other payment methods. The available options are shown at checkout.

Payment may fail due to incorrect information or payment restrictions. Please double-check your details or try a different payment method.

If the issue persists, contact customer support at support@tesmert.com with your order information. We will assist you in resolving the issue.

First, check your spam or promotions folder and ensure that your email address was entered correctly.

If you still haven’t received the confirmation email, please contact our customer support team for assistance in verifying your order status.

Please pay attention to port types, performance requirements, and your actual usage scenario.
If you are unsure, you can contact our customer support team for guidance and technical assistance.

If you encounter any problems during use, you may try the following general troubleshooting steps:

• Ensure all cables are properly connected to the correct ports and securely attached.
• Make sure all devices in your setup are powered on and functioning.
• Test your devices by connecting them directly, bypassing the KVM switch. This helps confirm that each device is working properly and identifies whether any issues are caused by components other than the KVM.

If the issue persists, please contact our customer support team, and we will assist you with further troubleshooting.

Most products are plug-and-play and do not require additional drivers or software for normal use.If you have any questions about using the product or whether software is needed, please contact TESmert technical support, and we will provide assistance.

To help us resolve your issue as quickly as possible, we recommend providing the following information:

• Order number
• Product model
• Device list
• Detailed description of the issue (e.g., scenario, error messages)

Including screenshots, videos, or connection diagrams can help speed up the troubleshooting process.If you are unsure what information to provide, you can contact the TESmert technical support team, and we will guide you through the process.

• Create an account
  Click the person icon at the top right of our website and use your email address to register. After completing registration, you can view orders and manage your address information.
• Log in to your account
  Click the person icon at the top right, enter your registered email, and the verification code sent to your email to log in.
• Edit account information
  After logging in, you can update your personal information and shipping addresses in your account center.

If you encounter any issues, please contact our support team for assistance.

Log in to your account and go to the “Order History” page to view order status, tracking information, and past orders.If any order information appears incorrect or missing, please contact the TESmert customer support team for help.