SHIPPING
Most orders are shipped within 1-2 business days of receiving your order. No orders are processed or shipped on weekends or holidays. In the event of a delay in processing your order, we will contact you by phone or email. In the unlikely event that the delay is due to a backorder situation you will receive notice by phone or e-mail and be given the choice to remain on backorder, choose another item, or cancel all or part of your order.
Most orders in the USA ship via USPS First Class Package or Priority Mail, both with tracking. Larger or heavier items will go by UPS Ground with tracking. Some valuable items will require a signature upon delivery. If after receiving tracking information you do not receive your order in the expected time you must contact us within 10 days of the ship date.
OVERSIZED ITEM SHIPPING
A number of items we sell incur dimensional weight charges based on the weight and volume of the carton. Notably, Gyro SE, Orbe SE and replacement dust covers are subject to these charges unless the items qualify for free shipping. We do our best to manipulate our web store shipping calculator by entering the adjusted weight for these items. If for some reason there is a gross miscalculation we will contact you to let you know.
INTERNATIONAL ORDERS:
If you are ordering from outside USA you will be responsible for duties and/or taxes in the country where we ship the merchandise. Please check with your local agencies. We do however mail packages through the Post Office and most of the time no duty or taxes are charged but there are no guarantees of that. International orders are processed on an individual basis and are only shipped after customer verification is completed. Any incorrect information received will result in automatic cancellation of the order. Orders that are returned or refused will not only be subject to any return freight charges but will also incur any charges associated with customs fees for the release of the package(s) as well as any other charges per our return policy.
We reserve the right not to process an order and to change the terms of this policy without notice.
ORDER CANCELLATION
Once an order is shipped it cannot be canceled or changed. Refusal of an order will incur both outgoing and return shipping charges as well as restocking charges for merchandise received back in damaged condition. Outgoing shipping and handling charges will also apply to items sent out with "free shipping".
What if there is a problem with my order?
If you have any problems with an order, the first thing to do is contact us. Call anytime during business hours at 514-631-6448 or email at info@artech-electronics.com. From there, we'll get your problems solved as quickly and easily as possible. If we shipped you the wrong item we will replace it with the correct one. We will also pay shipping both ways.
What if my shipment arrives damaged?
If you receive damaged items or packages, please keep all packaging and contact us immediately during business hours at 514-631-6448 or email at info@artech-electronics.com. We’ll take it from there.
What if my shipment doesn’t arrive at all?
If you are missing all or part of an expected shipment, please contact us during business hours within 15 days of shipment date at 514-631-6448 or email at info@artech-electronics.com. We'll get on it.
What if I receive the wrong item?
Artech Electronics will replace the item with the correct one at no charge to the customer including shipping both ways. Please contact us during business hours at 514-631-6448 or email at info@artech-electronics.com to obtain a RMA number.
DO NOT RETURN ITEMS UNTIL YOU HAVE RECEIVED A RMA NUMBER FROM US! UNAUTHORIZED RETURNS WILL NOT BE ACCEPTED.
All returns for wrong item replacement must be in new and unused condition, and include original packing material, manuals and all other accessories that were provided upon original delivery and must be re-saleable as new. Items returned in a condition other than this will be returned at customer's expense or charged a refurbishment fee at the sole discretion of Artech Electroncs.
What if I receive a defective item?
In the event you receive a product which you believe is defective, contact us immediately during business hours at 514-631-6448 or email at info@artech-electronics.com. We will respond quickly to help with any problems by first trying to determine what the issue is. Sometime this can be resolved quickly by phone. Other times we may supply a part at no charge for you to effect a repair. Other times we may ask you to return items to us for inspection for possible warranty repair or replacement.
DO NOT RETURN ITEMS UNTIL YOU HAVE RECEIVED A RMA NUMBER FROM US! UNAUTHORIZED RETURNS WILL NOT BE ACCEPTED.
Should returned items turn out to be defective in manufacture we will repair or replace the item at our sole discretion and pay for return shipping. Should it be determined that an item was broken or damaged during installation or is in fact not defective, we will contact you with our findings and how best to resolve the issue. Items found not to be defective will be returned to customer at his/her expense.
Some typical instances where free exchange or repair will be refused:
RETURN POLICY
NOTE: Prior to returning any item, the customer must obtain a Return Merchandise Authorization (RMA) number. Returns received without an RMA number will be refused and no refund or credit will be issued. Return shipping charges if any will be borne by the customer. For more details go to the bottom of this page for Return Merchandise Authorization Information.
Requests for Refund or Credit
If you would like to return new, unused, factory sealed items for refund or credit within 15 days of receipt, please contact us during business hours at 514-631-6448 or email at info@artech-electronics.com to obtain a RMA number. UNAUTHORIZED RETURNS WILL NOT BE ACCEPTED.
NOTE: All returns for refund/credit that are accepted by Artech will incur a 20% restocking charge off the original purchase price unless the return is being done because Artech shipped the wrong item(s). Shipping and Handling are not part of the purchase price and are not refundable. Shipping and handling cost of items shipped for free will be deducted from any refund or credit. Return transportation and insurance must be borne by the customer.
Returns must meet the following criteria:
Packages refused at the time of delivery will be considered a return and subject to the previously stated 20% restocking charge.
All shipping and insurance charges on returns must be prepaid by the customer. NO COD'S WILL BE ACCEPTED.
To process returns you MUST request a RMA number within 15 days of receipt of your item(s) or within 20 days of shipping date whichever is sooner. We must receive the returned items within 15 days of issuing the RMA number.
PREPARING PACKAGES FOR RETURN TO ARTECH
PLEASE READ THE FOLLOWING IN ITS ENTIRETY TO AVOID UNNECESSARY CHARGES
Here's a checklist of everything you need to ensure your exchange or credit is processed without issues:
- If your package was originally shipped double-boxed, please return the package(s) double-boxed.
- Unless the return is double boxed, PLEASE APPLY A PAPER LABEL TO THE BOX WITH ADDRESS AND RMA number. DO NOT WRITE DIRECTLY ON THE ACTUAL PRODUCT BOX. It needs to be pristine and re-usable for the next customer.
- Items must be returned in the condition they were received, including all accessories, documentation and packaging materials.
- Each product should be packed in the original product box or factory package.
- Your item(s) must arrive in as-new, resalable condition to avoid a 20% restocking fee.
- Please use a shipping method that is trackable and INSURED, such as USPS, FedEx or UPS. Artech Electronics is not responsible for lost, stolen, or damaged packages in transit. send us the tracking number.
- Damaged, cosmetically compromised, or items missing original accessories, packaging or instructions may be subject to a restocking fee of 20%.
International Returns
Due to the high cost of international shipping, Artech Electronics is not able to provide return shipping costs for defective equipment or accessories. All costs related to shipping any return items to and from Artech Electronics must be borne by the customer.
A NOTE REGARDING MAINS VOLTAGE
Artech Electronics sells products designed to work on North American mains voltage of 120 Volts AC / 60Hz. Some products can be switched over or modified for international mains voltages. If you are not in the USA, or will be using these products in a foreign country, it is your responsibility to ensure that the item is switched over to receive the local mains voltage or failing that, receives the proper voltage via a voltage converter that produces a pure sine wave. Using products on a voltage or frequency other than 120 Volts AC / 60Hz may cause damage to the item and greatly increases the risk of bodily harm or even fire. Artech Electronics cannot be held responsible for damage to products not used on 120 Volts AC / 60Hz. Damage caused by incorrect voltage will also void all warranties.
Return Merchandise Authorization (RMA) Information
Please provide the following information when you request a RMA number:
- Copy of Sales Invoice
- Nature of problem (reason for return request)
- Course of action sought on the merchandise to be returned
The RMA number must appear on top of the box or on the return shipping label. A RMA number is valid for fifteen (7) days from issue date and Item(s) must be received back within 15 days of the RMA issue date.
When you are given a RMA number, you will also be given the return address where we would like you to ship the item(s).
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