FREQUENTLY ASKED QUESTIONS
1. HOW FAST WILL I GET MY ORDER?
STI brand items have a 5 to 9 business day production lead time before they will ship.
2GIG brand items typically ship within 2 to 3 business days.
Most other parts ship within 5 to 10 business days. If you are hunting for an item that is discontinued, there may be cases where our website was not yet updated and the item is not available. In this scenario we will email within 1 to 2 business days notifying you.
2. HOW ARE YOUR PRICES SO LOW?
We are focused on keeping overhead low. By partnering with some of the largest distributors, we are very efficient at getting the correct product shipped direct to our customers fast.
3. WHAT IS YOUR RETURN POLICY?
WARRANTY RETURNS: You may return defective items to us with an authorized Return Authorization(RMA) # only. A Return Authorization is issued subject to each manufacturer's repair or replacement policy. Email firstname.lastname@example.org for an RMA#. Packages received without an RMA# will not be accepted and will be refused by our distributors.
RETURNS FOR REFUND: Please check your package immediately as any damage due to shipping or missing /incorrect items must be reported within 48 hours of receipt. Please save all packaging in the event a claim with the shipping provider must be filed. You may return non-defective items within 15 days from the delivery date of your order. A 20% restocking fee will apply on all returns. In addition, if there was free shipping on the original order, the Customer will be charged for that shipping amount in addition to the 20% restocking fee. All returns must have an RMA#, please email email@example.com for your RMA #. Include a brief statement of why the item is being returned along with the name and address we originally shipped the item to. An RMA # will be emailed back to you with instructions. For security purposes, any items presented without an RMA number on the outside box will be refused and sent back to the recipient.
RETURN CONDITIONS: All exchanged /returned merchandise must be in original factory condition, including all packaging materials, inserts and manuals, and warranty cards (not filled-out) and all accessories. Merchandise that is returned used or with missing items will not be accepted.
CANCELLED ORDERS: Cancelled Orders are subject to a 20% restocking fee.
4. MY ORDER IS NOT GOING THROUGH, IT SAYS UNKNOWN ERROR AFTER I ENTER MY CREDIT CARD?
Please contact your merchant bank by calling the number on the back of your credit card to find out if there is an issue and why the charge is not going through.
6. MY ORDER HAS BEEN AWAITING FULFILLMENT FOR SEVERAL DAYS?
For custom build items, there is typically a lead time for production of 7 to 10 business days, with components typically being in stock. 99% of the time this lead time is right within this window. If any components are beyond this lead time, we will email you right away.
7. YOUR WEBSITE SAID IN STOCK WHY DIDN'T MY ORDER SHIP SAME DAY?
We work with an extensive distribution, logistics and factory warehouse network.
Most orders are processed and shipped within 2 to 3 business days.
For small orders, typically service call type parts from legacy systems, there is a procurement process that may take 5 additional business days. We are happy to procure items for you to the best of our ability. Sometimes, availability can change rapidly on some of these items, so we appreciate your reasonable understanding.
For custom build items, there is typically a lead time for production of 7 to 10 business days, with components typically being in stock.
For any extended or unexpected lead times, not covered above, we will always email you to the email address used when you placed your order.
8. CAN I GIVE YOU A CREDIT CARD OVER THE PHONE?
We do not take credit cards over the phone. Credit cards are authorized at time of order, and charges are captures once the order is processed on our end.
9. CAN I CALL YOU?
We are an ecommerce company and we try to be as efficient and effective as possible. All of our customer service is provided via clear email. A strong benefit of this is we can work as a team and there is full clarity on what is going on with your order related questions. You will have all responses in email from us. We typically respond to emails within 1 to 2 hours during business days (Mon – Fri). Click here to Contact us using our Contact Form.
10. I AM A RESELLER CAN I GET BETTER PRICING?
Typically our best pricing is posted up front on our website. If you are placing a large single order (over $10,000.00), feel free to contact us using our contact form.
11. DO YOU SHIP INTERNATIONALLY.
Yes, we kindly request payment through Wire Transfer for our valued customers located outside the United States.
12. DO YOU HAVE A MINIMUM ORDER AMOUNT?
While we don't have a strict minimum order requirement, please be aware that in some cases, orders with a very low total amount (under $150) may regrettably need to be canceled.
13. WE REQUIRE A W-9 BEFORE MAKING PURCHASES FROM YOUR SITE.
Please find our W-9 form at this link.
14. DID MY ORDER SHIP?
All orders are processed, consolidated and shipped within 5 to 10 business days. If the lead time will go beyond this standard, we will notify you. Smaller orders (under $500) may experience delays of an additional 5 to 10 business days for fulfillment consolidation. We will provide a tracking number as soon as the order ship. If your order is a one off, hard to find part, specialty part, please keep that in mind in planning your projects.