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Home / Customer Service

Email us: Contact Form and call us: +852 3758 2998

Customer Service

Customer Service

Order
More information
Payment
- Payment methods
- Payment security using SSL
More information
Delivery & Returns
More information

Warranty & Repairs
More information
Service & Contact
More information
Terms & Conditions
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Order
Payment
- Payment methods
- Payment security using SSL
Delivery & Returns
Warranty & Repairs
Service & Contact

FAQRead more

How can I reach Safescan’s Support?
What are the delivery costs?
How can I return my goods?
I have a technical question for my Clocking in Machine
I have a question about the time and attendance software

CONTACT

Get support by phone, email, or make an appointment with our support department.

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REGISTER YOUR PRODUCT

Register your product and benefit from 3 year warranty.

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SAFESCAN SUPPORT

Information and FAQ how to set-up and service your Safescan device.

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TIMEMOTO SUPPORT

We help you with the installation of your time attendance system and software.

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The range

Counterfeit Detectors

Automatic counterfeit detectors
UV counterfeit detectors
Counterfeit detector pens

Money Counters

Banknote counters
Coin counters
Money counting scales

Cash Drawers

POS safes
Electronic cash drawers
Manual cash drawers
Flip-top cash drawers
Cash trays and lockable lids

Clocking in Machines

RFID badge systems
RFID + fingerprint systems
RFID + face recognition systems

Counterfeit Detectors
Banknote Counters
Coin Counters And Sorters
Money Counting Scales
Cash Drawers And POS Safes
Time Clock Systems
Customer Service

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About Safescan
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Contact

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Support

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Safescan Support Center
TimeMoto Support Center
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Counterfeit Detectors
Banknote Counters
Coin Counters and Sorters
Money Counting Scales
Cash Drawers
Clocking in Systems

Go to the Safescan Online Shop, call +852 3758 2998
About Safescan Contact

Hong Kong

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Copyright © 2023 Safescan - All Rights Reserved

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Terms and conditions.
Terms of Use
Privacy Statement

Copyright © 2023 Safescan - All Rights Reserved

Counterfeit Detectors
Banknote Counters
Coin Counters and Sorters
- Safescan 1250
- Safescan 1550
Money Counting Scales
Cash Drawers
Clocking in Systems
Order
- How to order online
  
  Step 1
  Once you’ve found an item you’d like to buy, click the “Add to cart” button. The selected item will be added to your shopping cart. Click the “Shopping cart” link at the top right of every page to visit your cart and adjust amounts or remove items. You can also continue shopping and return to your cart later.
  
  Step 2
  When you’re ready to check out, click “Next” in your shopping cart.
  
  - If you already have a Safescan account, log in with your e-mail address and password. Your billing address and other information will be automatically filled in for you.
  - If you don’t have a Safescan account, click on “Proceed to checkout” and fill in the requested information. (In a later step, you’ll have the chance to create an account and save this information for next time if you’d like.)
  
  Step 3
  On the next page, select your desired payment method. (See our payment options page for more information about your choices.) If you plan to pay by credit card, you’ll be asked to enter your card details here.
  
  Step 4
  On the final page, you can review your order one last time and read our terms and conditions before you confirm your order. When you’re ready, click “Place your order”.
  
  Step 5
  After you’ve placed your order, you will be redirected over a secure Internet connection to our payment service providers, where you will be guided through the final steps to complete your order. After your payment is processed, you will be redirected back to Safescan.com. We will start processing your order and send you an order confirmation e-mail.
- Checking stock
  
  We ship all our products from a central warehouse. To help you plan your order, we use a set of simple status symbols to indicate an item’s real-time stock level.
  
  Safescan stock status symbols
  Green – The item is in stock and ready to ship! Orders placed before 16:00 CET are shipped the same day.
  Orange – The item is currently sold out, but we expect to have it in stock very soon. You can pre-order the item, and as soon as it arrives at our warehouse, we’ll ship it to you.
  Red – The item is currently sold out and we don’t expect to have it in stock again soon.
- Creating a Safescan Account
  
  Creating your account
  When you place an order with Safescan.com, you have the option to create an account to store the billing and shipping information you’ve just entered for future orders. In addition to speeding up checkout, an account offers you the following benefits:
  
  - Order tracking and history
  - Downloadable invoices
  - Extended product warranty
  - Service and support claims filing
  - Multiple saved billing and delivery addresses
  
  Accessing your account
  You can log in to your Safescan account at any time by clicking the “My account” link at the top of every page. All your account information is automatically encrypted and sent over a secure connection.
  
  Updating your account information
  To update your account information, log in to your Safescan account at any time.
  
  Account blocked after 3 incorrect login attempts
  For your security, your account will be blocked for 30 minutes if the wrong password is entered three times in a row. To access your account, wait 30 minutes and try again, or use the “Forgot your password?” option to reset your password.
  
  Forgot your password?
  If you’ve forgotten your password, click here or on the link on the login screen. Enter your e-mail address and we’ll send you a link you can use to reset your password.
- After you placed your order
  
  Once you submit your order, we set aside the in-stock items you’ve bought. If any items are out of stock, we’ll hold your order until they arrive, then ship all your items together. That way, we make sure you get your products as quickly as possible.
  
  If it ends up taking longer than expected for an out-of-stock item to arrive, we’ll contact you and ask you how you’d like to proceed. We can do one of three things for you:
  
  - Cancel the out-of-stock item and ship the remaining items right away.
  - Ship the in-stock items now and send the outstanding item as soon as it arrives.
  - Cancel your entire order.
  
  Canceling an order
  If you’d like to a cancel an order that hasn’t shipped yet, please contact us.
Payment
- Payment methods
  
  We offer the following payment methods for your convenience and, unlike many other shops, never charge any transaction fees.
  
  Credit cards
  You can pay for your Safescan order using one of the following credit cards:
  ‣ VISA
  ‣ MasterCard
  ‣ American Express
  
  We use a secure SSL connection during the checkout process, so your credit-card details are fully protected. After you enter your information, we will communicate with your credit-card issuer to process your payment smoothly and securely.
  
  PayPal
  PayPal is the preferred way to pay online in many countries because it’s safe and fast. PayPal securely stores your credit card and banking information, enabling you to pay online without entering your sensitive financial information every time you shop. Using Paypal you can speed through the checkout process in just a few clicks. PayPal deducts payment directly from your credit card or bank account, and your payment information is never shared on the Internet.
  
  Payment at Pickup
  Collect your order and pay at pickup, no delivery costs will be charged. At the pick-up location we can only accept Cash payments. As soon as your order is processed and packed you'll be notified that you can collect your order.
  
  Advance payment by bank transfer
  If you select this payment option, we will ship your order once your payment has been received in our bank account. The e-mail order confirmation we send you will contain your Order / Invoice number; please refer to this number when you make payment, so we can link your payment to the correct order.
  
  Bank details:
  Beneficiary: Safescan Asia Limited
  Bank: Standard Chartered Bank (HK) Limited
  Bank Account 447-1-791159-7
- Payment security using SSL
  
  Your privacy and protection are deeply important to us, and we go to great lengths to ensure the security of your information on our site. To protect your information during the ordering process, we use Secure Sockets Layer (SSL). SSL is the industry standard protocol for establishing a secure connection between computers on the Internet. The protocol encrypts all traffic and guarantees message integrity and sender and receiver authenticity.
  
  There are two ways to confirm that a secure SSL connection has been established:
  - The website’s URL begins with “https://” rather than “http://”.
  - You see a visual cue in your browser’s address bar, such as a lock icon or a green button (varies by browser).
  
  These cues signify that your payment and personal data are protected. You can click on the lock icon or green button in your browser’s address bar to view the details of the SSL certificate, including its validity.
  
  Our payment systems also meet the strict security standards of the Payment Card Industry Data Security Standard (PCI DSS). We meet or exceed the key PCI DSS requirements:
  
  - We never use vendor-supplied defaults for passwords or other security parameters.
  - We always encrypt cardholder data and sensitive information before it is transmitted.
  - We maintain anti-virus software and firewalls to protect customer data.
  - We restrict access to cardholder data to those who have a business need to know.
  - We assign a unique ID to each person with computer access.
  - We tightly control physical access to our systems infrastructure.
  - We track and monitor all access to network resources and cardholder data.
  - We routinely audit and improve our security systems, applications and processes.
Delivery & Returns
- Shipping costs
  
  We work hard to keep our shipping rates as low as possible, without surcharges for delivery to remote areas. To ensure the fast, accurate delivery of your order, we use a selected and trusted Hong Kong based parcel service. Please see the table of shipping rates ‣ for detailed information.
  
  After you place the desired items in your shopping cart, select your preferred delivery method. The cart will calculate and display your shipping costs so you can review them before you complete your order. These costs are also displayed in the confirmation e-mail we send you after you place an order, and in your online order status.
- Delivery times
  
  Orders that are in stock, from which the payment has been authorized and received on weekdays are shipped within 2 working days. The delivery of an order is on average 3-4 business days, depending on the country where the order is shipped to. Orders placed on weekends and public holidays will be processed the next business day.
  
  Please see our table of delivery times ‣ for detailed information.
- Incorrect or lost orders
  
  If you receive items you did not order or some of the items you ordered are missing, please let us know. Write to us at info@safescan.com.hk with the following information:
  
  - Your Order / Invoice number
  - The item number(s) of the missing or incorrect product(s)
  - Digital photos of the shipment, where possible
  
  Our customer service team will contact you as quickly as possible to sort out your order.
- 10 day money-back guarantee
  
  When you shop on Safescan.com, you enjoy a 10-day money-back guarantee on all items (excluding software packages). During this time, you can return an item purchased from our online store for a full refund, without stating a reason. Please note that certain limitations apply to this guarantee; we encourage you to familiarize yourself with these requirements prior to delivery:
  
  - You must have created a Safescan account.
  - The item must be unused.
  - There must be no visible damage or signs of use.
  - The product and all accessories, manuals and packaging must be returned in their original state.
  - The guarantee does not apply to software packages.
  
  We may reduce or decline your refund if the item has been used or damaged or is incomplete. In practical terms, this means you may inspect an item to determine its suitability, but you may not use it; any action that renders the item “used” voids your right to the 10-day money-back guarantee.
  
  We will refund a reduced amount if:
  
  - The product has been damaged, either by you or on its journey back to us
  - Any components (manuals, cables, adapters, and so on) are not returned
  
  Once we receive your return, we will refund your purchase amount within 30 days (subject to the limitations above). If you paid with a credit card, the refund will be credited to your card.
- Defective on Arrival Policy
  
  We offer a 7-day DOA (Defective on Arrival) policy. If a product you’ve purchased becomes defective within 7 days of receipt, we will send you a new one, completely free of charge. Simply notify us within the 7-day period, and after approval, submit a return request through your Safescan account at Safescan.com. We will pick up the defective product and deliver a new one at no cost to you.
  
  Please note that the defective goods must be returned in their original packaging. Items returned without their original packaging cannot be accepted for DOA; they will be sent for repair under warranty instead.
  
  After the 7-day period, the standard warranty terms apply.
- Return instructions
  
  The return request process
  
  Repair within the guarantee period (3 years)
  Please contact us directly for repairs. The forwarding charges are shared (you pay the charges for shipment to Safescan and Safescan pays the charges for the return).
  
  Repair beyond the guarantee period (3 years)
  Please contact us directly for repairs. The costs of repair and the shipment charges are on your own account.
- Return Shipping costs
  
  If you are returning an item under our Defective on Arrival policy, we will arrange to pick it up and pay the costs. If you’re returning an item for any other reason, such as under the 10-day money-back guarantee or for repair, please note that you are responsible for paying the costs of return shipment.
  
  To ease the returns process, we offer a pickup service at greatly reduced rates. If you would like to use this service, please select it when you submit your return request through your Safescan account at Safescan.com.hk. You will receive clear instructions on payment (if applicable) and pickup.
Warranty & Repairs
- Warranty period
  
  All our products are manufactured to stringent quality and safety standards. We offer a 3-year warranty for many of our products* after registration of your product.
  
  *Warranty is available for all Safescan products except the Safescan 20, 30, 35, RF-100, RF-110, Safescan and TimeMoto software and consumables such as UV lamps, batteries, coin tubes, USB cables, coin cups, lids, brackets and trays.
- Product registration
  
  We hope you will enjoy your Safescan purchase to its fullest! Maximize your value by registering your product. Registration has the following benefits:
  
  - Free software updates and product information
  - 3-year warranty and support
  - Ability to share your suggestions as part of our product improvement panel
  
  To receive the 3-year warranty, log into your existing Safescan account (or create a new one) at www.safescan.com.hk, then click on the “Register” link in your profile (or surf to www.safescan.com.hk/register) within 30 days of purchase. Enter the purchase date, invoice number, model number, and serial number for your product. The warranty begins on the date of purchase.
  
  Click here to register your product ‣
- Repair request
  
  If your product is not functioning properly, we will do everything we can to fix it as quickly as possible. Our expert in-house repair service will repair your product quickly and professionally, in the shortest possible time. If your product becomes defective within the warranty period, we will repair it free of charge. If the item is no longer under warranty, we will provide a no-obligation quote for repairs. (Please note that you will need to pay the cost of shipping the item to us.)
  
  The repair request process
  
  1. Go to www.safescan.com.hk and log in to your Safescan account (or create one, if you don’t already have one).
  2. If you purchased your item using your Safescan account, go to your order history and click on the “return request” option. Complete the form to submit your request
  3. If you purchased your Safescan product from one of our authorized dealers, go to “My RMAs” and fill in the form to submit your request. (You will need your purchase invoice or receipt for this.)
  4. We will contact you by e-mail as quickly as we can with further instructions on how to return your product. These instructions will include your return label and unique RMA return number. Please wait for these instructions before returning your product to us; without both the return label and RMA number, we cannot accept your return.
  
  To ease the returns process, we offer a pickup service at greatly reduced rates. If you would like to use this service, please select it when you fill out the return form. You will receive clear instructions on payment and pickup.
- CE certification
  
  Our products meet all applicable European safety guidelines. Please contact our customer service department to request a copy of the CE Declaration of Conformity (DoC) for any product.
  
  CE stands for Conformité Européenne, and this mark indicates compliance with EU product legislation.
Service & Contact
- Contact form
- Company information
  
  Safescan Asia Ltd.
  Workshop D1, 30/F, TML Tower
  Nos 3, Hoi Shing Road
  Tsuen Wan, N.T.
  Hong Kong
  
  Phone: +852 3758 2998
  Fax: +852 3585 2825
  E-mail: info@safescan.com.hk