Frequently Asked Questions

Please check your SPAM inbox first. If you still have not received the order confirmation email after a few hours, then the email address you entered when placing your order may be incorrect.

Send an e-mail to technical support at contact@autodiag-france.com with your e-mail address without typing error as well as the details of your order (last name, first name, address and order number if you have it ).

Generally, physical products are shipped within 72 hours. Our average delivery times are 5 to 10 working days depending on the country of delivery.

In order to provide you with the best possible information on the deadlines, once your order has been placed, we will send you an email to confirm the date of shipment of your order.

We do our best to meet delivery deadlines as much as possible. However during periods of high demand, these times can sometimes be extended.

For digital products:

The shipment is made instantly by email (maximum within 24 hours, if computer maintenance) following the purchase.

Don't forget to check your SPAM.

If you have not received anything, contact us at contact@autodiag-france.com with the details of your order (surname, first name, address and order number if you have it).

The average shipping time is 24h to 72h working days, +5 to 10 days delivery days.

As soon as your order has been fulfilled, you will receive a shipping confirmation email. You will then be able to track your order using the tracking link in the email. If you have not yet received an e-mail 5 days after payment, contact us at contact@autodiag-france.com with the details of your order (surname, first name, address and order number if you have it).

*Please note that tracking may take 24-72 hours to update after dispatch.

You can track your shipment on Colissimo or the website 17Track.net

The ordering process is processed automatically. The customer and order details are sent directly to the order preparation logistics department.

The entire ordering process is automated. You will automatically receive an email at each stage of the ordering process, from the progress of your package (confirmation email, shipping email with tracking number).

If you have not received a shipping letter or tracking number, your order is still being prepared by our services.

All our deliveries in the EU are free (excluding DOM-TOM).

When you have ordered several products there is a good chance that you will not receive them all in one and the same package. All products are not shipped from the same warehouse, it is for this reason that there may be a delay. Don't worry, you will have the tracking of each package if necessary.

If you received damaged, defective or wrong items:

You have 15 days after receipt to manifest this situation, once this period has passed we will no longer bear the cost of return.

You will have the choice between a replacement or a refund.

Click here to download the reimbursement form

Send the refund form to contact@autodiag-france.com

Send photos of the damaged product.

As our "Return Policy", we are unable to refund or exchange items that appear to have been used, opened, or are not in their original condition.

You have received a tracking number to verify where your package is.

The tracking number may take 24-72 hours to be visible on the tracking page.

Only if you have not received your package after 30 days, contact customer service at contact@autodiag-france.com so that technical support can help you get more information about your order.

Finally, if you do not receive your item within 60 days, we will refund you in full and you can keep the item when you receive it.

Occasional updates to our systems or cases of force majeure, such as particularly bad weather conditions, may lead to the suspension of these delivery services, a modification of the order deadline and/or an extension of the delivery. However, we are doing everything we can to keep these temporary changes to a minimum. AUTODIAG-France cannot be held responsible for any loss or theft of packages following specific delivery instructions given to the carrier.

Contact us at contact@autodiag-france.com with the details of your order (surname, first name, address and order number if you have it).

You have 15 days after receipt to manifest this situation, once this period has passed we will no longer bear the cost of return.

It is possible that unfortunately a switching error has occurred. We will rectify this situation as soon as possible.

If the tracking of your order indicates that it has been delivered, but that you have not received anything, we advise you to follow the following steps:

1. Check the delivery address: Make sure that the delivery address you provided when ordering is correct and complete. Sometimes an error in the address can lead to incorrect delivery.
2. Contact the carrier: If the tracking indicates that the order was delivered, but you did not receive it, contact the carrier immediately. As the recipient you have the right to complain. They will be able to provide you with detailed delivery information, including the name of the person who received the package and the delivery date.
3. Check with your neighbor: Sometimes the package may be delivered to a neighbor or dropped off in a safe place near your home. Check with your neighbors or look around your property to see if the package was dropped off elsewhere.
4. Contact our customer service: If you have followed all of these steps and still have not received your order, please contact our customer service. We will investigate with the carrier to resolve the issue and ensure that you receive your order as soon as possible.

Please contact contact@autodiag-france.com as soon as possible. In some cases, we can change the address for you if your order has not already been processed by our warehouse.

We invite you to contact the postal services of your municipality, once the package has arrived at the sorting center or the first delivery attempt has failed.

In the event that your order cannot be delivered to you due to insufficient or inaccurate shipping information, the package will return to sender, then your order can be refunded, only once we are notified that the order has been returned. to the sender.

Please note that shipping charges are non-refundable.

The order process is processed automatically in our FBA warehouse. We cannot cancel orders placed. Customer and order information is sent directly to the order preparation logistics department in our warehouses and at our supplier partners.

If you want to return a product because you are not satisfied, you have 30 days to return the product to us once your package has been received.

You can return your order within 30 days of receiving it, provided it is in its original condition and in its original packaging.

Once returned, you will be entitled to a full refund which does not include return postage. We are unable to refund or exchange items that appear to have been used, opened, or are not in their original condition.

No exchange, credit or refund is possible once the sale of a digital product is confirmed. Indeed, it is impossible for us to cancel an order from the moment you receive the download link which gives you access to the product you have purchased.

Return process:

Send your return request by email.

Once your return has been approved, make sure it is well packaged and meets all the conditions described below.

We will give you the return address. Use an insured delivery tracking service to ensure your package reaches us safely.

Send a tracking email with your tracking information to contact@autodiag-france.com 

Returns Terms and Guidelines:

All returned items must be unused, unopened and accompanied by their original plastic packaging.

We are not responsible for the shipping costs of returning items after 15 days.

Please ensure that all returned items are well packaged, so as not to be damaged in the post.

Please ensure that all return packages are sent with a traceable and insured service, as we cannot take responsibility for items damaged or lost in return transit.

Please ensure that the returns form has been approved - without this approval your return may not be processed.

Currently, you can pay by credit card, Apple PAY or Google PAY on our site. We do not accept bank checks, bank transfers or payment on receipt.

*STRIPE is a global payment platform. It supports more than 150 local and global payment methods (Credit cards, Visa in order to leave you a maximum of possibilities of payment.

Your bank details or your credit card information will not be communicated to us under any circumstances. All payments are protected by our 128-bit SSL encrypted payment processor. We do not accept checks at this time.

Our shop uses SSL encryption technology which offers you maximum security, especially on data protection for online banking.

The site you are visiting is on an HTTPS server (the little green padlock on the left side of the URL of this page is there to remind you).

Finally, concerning the payment, we use Paypal and Stripe which are the references in terms of security of transactions on the Internet.

In summary, ordering from AUTODIAG-France is safe and secure.

It is possible to become a partner with our shop if you are an association, a company or an influencer. Contact us by e-mail about your ambitions and we will be happy to discuss the subject with you.

In general, our promo codes are visible directly on the site.

You may also receive them through our email communications.

Do not hesitate to consult our Instagram and Facebook pages where we sometimes announce the promotions that you can find on the site.

Warning ! With the codes received by e-mail, some are exclusively linked to the accounts to which they are sent and cannot be used by other customers.