FAQ

Delivery Policy – Chainalytics Limited

1. Processing & Shipping TimeIn-stock items: Shipped within 1–3 business days after payment confirmationPre-order/custom items: Shipped within 7–15 business days
2. Shipping RatesMainland China: Free on orders over 1000 USD; otherwise 20–50USDHong Kong, Macau, Taiwan & International: $20–80 USD (calculated by weight/destination). Free shipping on orders over $500 USD.
3. Carriers & Estimated Delivery TimeWe use DHL, FedEx, UPS, or SF Express International.

• Asia: 3–7 business days
• Europe/North America/Oceania: 5–12 business days
• Rest of the world: 7–20 business days

1. Customs Duties & TaxesInternational orders may incur import duties, taxes, and customs fees, which are the recipient’s responsibility. We declare the actual value on all packages.
2. Inspection Upon ReceiptPlease inspect your package immediately upon arrival. Report any damage or missing items with photos within 24 hours to info@synalux.com for a free replacement or refund.

Refund & Cancellation Policy – Chainalytics Limited

1. Order Cancellation

• Before shipment: 100% refund, free cancellation
• After shipment but still in origin country: Refund minus actual shipping costs incurred
• After the parcel has left the origin country: Cancellation no longer possible

1. 7-Day No-Questions-Asked Return (standard in-stock items only)You may return unused items in original packaging within 7 days of delivery. Refund = product price minus original shipping and return shipping costs (if we arrange the return).
2. 30-Day Quality GuaranteeIf a product has a non-artificial defect within 30 days of delivery, we will repair, replace, or refund it free of charge, including both-way shipping.
3. Non-Returnable Items

• Custom-made or personalized products
• Activated software/services
• Items returned without original packaging, accessories, or gifts
• Damage caused by misuse, liquid, or modification

1. Refund ProcessingOnce returned items are received and inspected, refunds are processed within 3–10 business days back to your original payment method.
2. How to Request a Return/RefundEmail info@synalux.com with your order number and reason. We will guide you through the process.

Warranty & Returns Policy – Chainalytics Limited (Orbitmate)

1. Legal GuaranteeAll products sold by Chainalytics Limited (trading as Orbitmate) are covered by the statutory legal guarantee. This means a product must perform as a consumer can reasonably expect. The legal guarantee always applies and is not limited by any manufacturer warranty.

2. Manufacturer / Chainalytics Limited WarrantyMost of our products come with a 12-month limited warranty from the date of delivery, provided directly by Chainalytics Limited or the original manufacturer. This warranty covers defects in materials and workmanship under normal use.This warranty is in addition to (and does not affect) your statutory legal guarantee rights.

3. Warranty Does Not CoverThe warranty becomes void if the product has been damaged due to:

• Negligence or improper use
• Intentional damage
• Modification, repair, or servicing by anyone other than Chainalytics Limited or its authorised service partners
• Normal wear and tear or external causes (lightning, water, fire, etc.)

4. Received a Damaged, Wrong, or Defective Product?Please inspect your order immediately upon receipt.
If the product is damaged in transit, incorrect, incomplete, or faulty:

• Contact us within 24 hours of delivery at info@synalux.com (include your order number and clear photos).
• We will provide free return instructions and arrange a replacement or full refund at no cost to you.
• Once the returned item is received (or proof of damage is confirmed), we will ship the correct or new item immediately.

5. After the Warranty PeriodEven after the 12-month warranty expires, you can still contact us if the product fails prematurely under normal use. If it is reasonable to expect the product to last longer, Chainalytics Limited will, at its discretion:

• Repair the item free of charge or at a fair shared cost, or
• Replace it (possibly with a contribution from you, depending on age and prior use)We will always inform you in advance if any contribution is expected.

6. How to Make a Warranty ClaimEmail info@synalux.com with:

• Your order number
• Description of the issue
• Photos or video (if applicable)We will guide you through the fastest solution – usually repair or direct replacement from our facility.

7. Repair Turnaround TimeMost repairs or replacements are completed within 7–21 business days from the date we receive the item (or approve the claim).

8. DisputesWe aim to resolve any issue quickly and fairly. If a dispute cannot be settled directly, both parties may refer the matter to the relevant consumer protection authority or competent court in Hong Kong.

Chainalytics Limited is committed to your satisfaction. For any warranty or return questions, please contact us at info@synalux.com.

All prices displayed on Orbitmate are inclusive of VAT (where applicable) and exclusive of shipping costs.Customers with a valid international VAT number can request VAT-exempt pricing during checkout.

Your order will be processed and shipped as soon as payment is successfully received.

Orbitmate supports the following secure payment methods:

• Credit/Debit Cards (Visa, Mastercard, Maestro)
• PayPal
• Wise (formerly TransferWise)
• Bank Transfer / Wire Transfer
• Alipay & WeChat Pay (for customers in China and Asia-Pacific)
• Cryptocurrency (USDT, BTC, ETH – upon request)

Pay Safely & Instantly

All online payments are securely processed through licensed international payment service providers (Stripe, PayPal, and Wise). Your payment information is encrypted and never stored on our servers.

Instant Payment Methods (order ships immediately)

• Credit/Debit Cards
• PayPal
• Wise
• Alipay / WeChat Pay

These methods are confirmed within seconds, allowing us to ship your order the same or next business day.

Bank Transfer / Wire Transfer

• Please use the payment details provided at checkout.
• Orders are reserved for 5 business days awaiting payment.
• Shipping begins immediately after we confirm receipt of funds (usually 1–3 business days for international transfers).

VAT-Exempt Purchases (Business Customers)

If you have a valid EU or international VAT/GST number and your order is shipped outside Hong Kong/China, VAT will be automatically removed at checkout when you enter your valid VAT number.

Invoice

An official electronic invoice from Chainalytics Limited will be sent to your email immediately after your order is confirmed.

Contact for Custom Payment Options

For large orders, trade accounts, or alternative payment methods, please contact info@synalux.com.

We are continuously expanding our payment options to make your shopping experience as convenient and secure as possible.

Terms & Conditions – Chainalytics LimitedEffective Date: December 1, 2025

Welcome to Orbitmate, operated by Chainalytics Limited. By accessing this website or purchasing our products/services, you agree to be bound by these Terms & Conditions.

1. Company InformationRegistered Company: Chainalytics LimitedRegistered Address:5/F，Ming Sang Ind Bldg，19-21 Hing Yip Street,Kwun Tong,Kl，Hongkong
2. Products and ServicesWe provide Starlink-compatible IoT hardware, smart accessories, system integration, and related technical services. All prices shown on the website are in USD and exclude taxes and shipping unless stated otherwise.
3. Orders and PaymentPlacing an order constitutes a legally binding contract. We accept credit/debit cards, PayPal, Wise, and bank transfers. Prices and availability are subject to change without notice.
4. Intellectual PropertyAll content on this website (text, images, logos, trademarks) is owned by Chainalytics Limited or its licensors and may not be used without prior written permission.
5. Limitation of LiabilityTo the fullest extent permitted by law, Chainalytics Limited shall not be liable for indirect, incidental, or consequential damages. Products carry a 12-month limited warranty from the date of delivery.
6. Governing LawThese terms are governed by the laws of the Hong Kong Special Administrative Region, China. Any disputes shall be resolved in the courts of Hong Kong.

“Synalux” is a registered brand owned by Chainalytics Limited. All products, solutions, and services displayed on this website under the Synalux brand are developed, manufactured, and distributed exclusively by Chainalytics Limited.
Unauthorized use of the OrbitMate brand name, trademarks, product images, or related intellectual property is strictly prohibited.
© Chainalytics Limited. All rights reserded.