FAQ's
Welcome to our FAQ. We’ve compiled answers to some of the most common questions to help you quickly find the information you need.
Shipping & Returns
Below are some common questions about shipping, returns, and exchanges
Do international orders include duties and taxes?
Yes, duties and taxes will apply to all international orders.
Do you offer DDP shipping?
Yes, DDP shipping options are available for international shipments.
What is FEITIAN’s return policy?
Non-warranty returns must be requested and returned within 60 days of receiving the product. Returned items must be unused, undamaged, and in their original sealed packaging. Approved non-warranty returns are subject to a 20% restocking fee.
How do I start a return or warranty claim?
To begin a return or warranty claim, a Return Material Authorization (RMA) number is required. RMAs can be requested through your FEITIAN sales representative or by contacting FEITIAN support at RMA@ftsafe.us
Who pays for return shipping?
Customers are responsible for shipping costs when returning products to FEITIAN. FEITIAN covers the cost of shipping repaired or replacement warranty products back to a United States location.
Orders
Below are some of are common questions about orders
How can I track my order?
For order tracking details, please email shipping@ftsafe.us
Do you support bulk orders?
Yes. Bulk orders are available with a minimum order quantity (MOQ) of 100 units.
Can I modify or cancel my order after it has been placed?
Yes. Please contact service@ftsafe.us as soon as possible and our team will assist you.
Can I request a quote before placing an order?
Absolutely. Please reach out to sales@ftsafe.us to request a quote.
OTP Tokens
Below are some common questions about our OTP tokens
Which token works with Microsoft Entra ID?
FEITIAN C200 TOTP tokens are compatible with Microsoft Entra ID.
Which token works with Duo?
FEITIAN C100 HOTP tokens are compatible with Duo.
Can one OTP token be used by multiple users?
No. OTP tokens are designed for single-user authentication and should only be assigned to one user at a time.
Can an OTP token be reassigned to another user?
In most cases, yes. Tokens can typically be unenrolled from one user and re-enrolled to another using the original seed data.
What happens if my token becomes out of sync?
Depending on your authentication platform, the token may need to be resynchronized or re-enrolled.
How are seed files delivered?
Seed files are encrypted and securely delivered to the recipient via email.
Can token seed files be modified after provisioning?
No. Seed data is securely generated during provisioning and cannot be modified afterward.
What seed formats are available?
We support the following seed formats:
- Base32
- Hex
- PSKC (RFC 6030)
What is the difference between HOTP and TOTP?
HOTP (HMAC-based One-Time Password): Event or counter-based authentication. A new code is generated each time the button is pressed.
TOTP (Time-based One-Time Password): Time-based authentication. A new code is automatically generated every 30 or 60 seconds.
FIDO Security Keys
Below are some common questions about our security keys
What is a FIDO2 security key?
A FIDO2 security key is a hardware-based authentication device that provides phishing-resistant login security. It supports passwordless authentication, passkeys, and multi-factor authentication (MFA).
Which platforms are supported?
Our security keys are compatible with a wide range of identity and access management platforms, including:
- Microsoft
- Okta
- Duo
- Ping Identity
- Auth0
- And many more
What is the difference between NFC and USB-only security keys?
NFC-enabled keys support tap-to-authenticate functionality on compatible mobile devices, while USB-only keys require a physical USB connection.
Are your security keys TAA compliant?
Yes. Select FEITIAN models are TAA compliant. Please contact us at sales@ftsafe.us for eligible part numbers and availability.
Certifications & Compliance
Below are some common questions about our certifications and compliance
Are your products FIPS certified?
FEITIAN holds multiple NIST FIPS certifications. You can view the available certifications here. For additional details or certification inquiries, please contact us at sales@ftsafe.us.