6. Support page

We at ICARUS take pride in having a range of high quality, easy to use products. However, it can always happen that you do not know how to tackle a certain issue. Whether it is a setting in a menu or you are having trouble operating the device, we are happy to assist you. Although you can always ask us a question, we advise you to follow the following steps in trying to solve your problem. We want you to enjoy reading as soon as possible again, so please make use of the available help resources.

 

The user manual includes all there is to know for using your e-reader. How to start, charging, turning on & off, basic operation and more. This is always the best starting point. You can find all manuals in the downloads section.

   

If you have a certain problem with your e-reader, it could be that others have dealt with it before. In our FAQ database you find hundreds of questions and answers that are stored per product. Finding a solution with the FAQ can save you a lot of time, so you can start reading again quickly.

   

If you cannot find an answer to  your question, just drop us a question. You can fill out a form in our online ticketing system. This will administer your question and subsequent communication on the issue. We will respond to your request within maximum 3 business days.

It could be that all you need to do is upgrade your software with a new version (firmware upgrade). You can find all available firmware upgrades in the downloads section.

 

   

If you did not succeed in solving the problem, our technicians are more than willing to look into the issue here. In the RMA portal you can request a repair and track the progress of your repair at any time. You will have to register one time to be able to ship a product to us and after our approval you will receive shipping information.


 

Cancelling an order

You are entitled to cancel your order with www.icarusreader.com without stating any reason within 14 days after you receive your order. After this period you have 14 days to ship the goods to you. We will reimburse you the purchase amount including shipping costs. The cost of shipping the goods back to us however should be paid by you. In case you wish to make use of this right, you will need to send the goods including all accessories and in its original packaging to ICARUS in good condition. Please contact us at info(at)icarusreader.com if you wish to return a product. We will supply you with a return number and shipping address. Within 14 days after receiving the goods, we will reimburse you.

  1. Contact us via info(at)icarusreader.com within 14 days after receiving your order. We will supply you with return number and address
  2. After step 1 you have 14 days to return the goods to us
  3. Ship the goods including all accessories and parts and in its original packaging to us
  4. We can refund you only after we receive the goods

 

Call our support desk

You can call our support desk on working days from 9.00 - 13.00 hours. Our phone number is +31 40 3040010.

You can reach us by e-mail via support(at)icarusreader.com