FAQ

1. Are the items original?
Yes, all items sold are authentic and original units from respective manufacturers. We do not believe in selling imitation or counterfeit products.

2. Are the items unlocked?
Yes, the items sold by us are unlocked for any 3G broadband network provider worldwide. We do provide unlocking services as well at a reasonable price.

3. Does your device come with a contract?
All of our units are contract –free and not tied up to a contract like local network providers.

4. What are used, demo & new units?

Used: An item that has been used previously. The item may have some signs of cosmetic wear, but is fully operational and functions as intended. The item may be missing the original packaging, or in the original packaging but not sealed. 

Demo: An item that is a floor model or store return that has been used on a short-term basis with minimal signs of wear. The item may be missing the original packaging, or in the original packaging but not sealed. 

New: A brand-new, unused, unopened, undamaged item in its original packaging (where packaging is applicable). Packaging is usually opened for inspection of contents and unlocking purposes. 


5. What is the difference between 3.6, 7.2, 21.6 and 42 mbps?

3.6: HSDPA only (max. download 3.6 mbps, max. upload 384 kbps)7.2: HSDPA only (max. download 7.2 mbps, max. upload 384 kbps)       HSUPA only (max. download 7.2 mbps, max. upload 2 mbps)       HSPA ready (max. download 7.2 mbps, max. upload 5.76 mbps)21.6: HSPA+ ready (max. download 21.6 /42 mbps, max. upload 5.76 mbps)
6. What are HSPA, 3G, EDGE and GPRS?
HSPA& 3G: falls under the WCDMA category.EDGE& GPRS:  falls under the GSM category. 
Both categories operate under two different set of frequencies.


7. What forms of payment do you accept?
Local & International: Online bank transfer, all major credit cards; Visa, MasterCard, American Express via PayPal.

8. What are your shipping charges?
Malaysia via PosLaju: Peninsular Malaysia: RM10; Sabah& Sarawak: RM15 
Malaysia via Registered Post: anywhere in Malaysia RM5 
International: Standard shipping cost via Malaysian Registered Mail is RM50.   


Items should arrive at your doorstep within 7- 14 business days after receipt of        your order. Different countries have different transit times. Please check with your local post office for better estimation of delivery times. Do contact us for      other shipping methods. 

9. How do I know if my order has been shipped?

When we ship your package you will receive a shipment confirmation email with a tracking number. 

10. Do you provide COD?
Yes, we provide Cash on Delivery (COD) services within the Klang Valley areas or selected Putra LRT stations. Alternatively, you may drop by our office to make your purchases.

11. Do you allow testing of the device?
You can test your device before purchasing it at our office or COD (with your own laptop and SIM card) and not for comparison purposes. As for Android users, we cannot guarantee if the device would be compatible (testing only at our office and not for COD).

12. Do you accept bulk purchases and offer discounts?
Yes, we do accept bulk purchases and discounts are given based on the number of units you purchased. Dealer enquiries are most welcome.

13. Do you accept trade-in?
We do accept trade-in providing that the item is in an acceptable and working condition

14. Is your device compatible with common operating systems?

All of our devices are compatible with Windows and Mac. Only selected models are compatible with Android. 

15. What about the software / firmware update?
Our units are updated to the latest software and firmware. Please consult us before proceeding with any upgrade as it may affect your warranty.

16. Do you provide broadband registration?
We provide broadband registration services as we are a Celcom dealer. For the time being this can only be done at our office.

17. How do I set-up a device and profile?
Most of the devices are plug & play therefore does not require an installation CD. However, occasionally you would need to create a profile with your network details, please refer to this link:

18. Why is my device overheating?
If your device is overheating, do not be afraid as its normal due to the compact size of the device and long hours of usage 

19. Why is there no coverage/ reception?
It depends on your geographical location whether it’s in the city or rural areas, blockage (huge buildings) and distance of the nearest cell site. This problem can be solved at time by using an Antenna.

20. What are the advantages of an external antenna?
External antennas help you to achieve the speed you need. High speed internet is essential in today's world but low signal strengths can cause considerable reductions in data transfer rates. When finding a good signal becomes a challenge for the user, the gain and elevation offered by an external antenna can make all the difference. Despite the advantages offered by an external Antenna, unfortunately not all 3G modems have an accessible antenna connector. 

21. Do you have a catalogue?
Our entire products are online; we do not have a physical catalogue at the moment. To ensure customer service, we are constantly updating our website to provide you with all the latest updates on our inventory.


22. Is it safe to purchase online?
We respect your privacy and any personal information such as your name, phone number, address, e-mail address, products purchased, etc, obtained through andrewsestore.com is private, and is maintained in a secure and protected environment, and will never be released to any third party.  

23. What are the warranty guidelines?

If due to manufacturing defects
i) we will repair the unit and have to wait for warranty claim/repair (if wear and tear is very high)
ii) replace a new unit (subject to stock availability) if item still looks new and no signs of tampering the device physically or incorrect firmware/software upgrade without approval from us

All our products are covered by 1 to 1 change warranty upon manufacturing defects provided item is not tampered and in acceptable condition.

If for some reason we are temporarily out-of-stock, we will contact you with two options: offer you a similar item of equal value or wait for the item to become available (we will provide you with an estimated date).