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CUSTOMER SERVICE
Welcome to Netgate! Netgate is committed to supporting our customers with information before, during and after the sale.
Please contact us at sales@netgate.com with any questions you have about our products.
Our goal is to assist you in being an informed buyer and selecting the right items for your particular situation.
All emails to sales@netgate.com are typically answered within one business day.
EnGenius Technologies also offers technical support and customer service on the EnGenius Technologies and Senao product line at: 888-735-7888.
SHORT FORM
Email us at support@netgate.com or call us at +1 509 280 8999 with questions at any time.
Email is preferred.
- How to Order (Online, Offline & Payment Methods)
- Thirty day money back guarantee on all products except miniPCI cards, pigtails, cable assemblies and special orders.
- All products have manufacturers warranties.
- We ship all in stock orders within 24 hours, most the same day.
- International Orders are welcome.
- We ship with FedEx. They have never lost a package whereas USPS and UPS have.
CONTACT INFORMATION
Netgate
Headquarters (Remittance/Correspondence/NO RETURNS):
4348 Waialae Ave
Suite 551
Honolulu, HI 96816
USA
Customer Resource Operations Center (Warehouse/Shipping/Support/RETURNS):
Austin, Texas
Both locations can be reached at:
Phone: +1 509 280 8999
Fax: +1 509 267 2369
For customer service please email us at: sales@netgate.com
For technical support please email us at: support@netgate.com
For
product return authorization (RMA) please
login to My Account,
look at the box titled My Orders and select View the orders I have made.
From here you can select the order and items you wish to RMA.
or email us at: support@netgate.com
See additional return information below.
SHIPPING INFORMATION
Netgate typically ships all orders within 24 hours, usually on the same business day as
they are received. If an item is backordered, it is usually noted on the product page,
or we will send you an email as soon as possible.
We insist on shipping via a service that provides tracking information to ensure
delivery of your order. We have excellent shipping rates available from FedEx.
We can also ship packages using your FedEx, UPS, DHL or TNT number if requested.
Please note any method of shipping other than FedEx will encounter a delay of one businss day, because we must schedule a pickup a day in advance.
APO and FPO orders are shipped via USPS.
Select "Customer Pay" as your Shipping Method and indicate APO/FPO in the Comments section. We will contact you concerning the shipping rate.
INTERNATIONAL ORDERS
All International orders must be pre-paid. The preferred method of payment is via wire transfer. ALL International wire transfer orders outside of North America generally incur an Intermediate Bank charge. This charge is in addition to the fee you pay your bank, and the fee we pay our bank to receive your money. Please ADD $28 to cover the cost of Intermediate Bank transaction fees to any wire transfer or contact us if you have questions prior to payment.
In some cases, credit cards may be accepted but will be extensively screened to prevent unauthorized card use.
Our prices DO NOT include any customs, duties or value added taxes.
You are responsible for all customs, duties and taxes.
Netgate does not pre-pay customs, duties or taxes that may be due to your country when you import an item from the United States.
If Netgate receives a customs, duty or tax bill from the shipper, we will first ask them to rebill you directly. If they cannot or will not rebill you, then Netgate will provide you with a copy of the customs, duty or tax document and we will bill you for the entire amount plus a $5 USD customs advance fee.
Netgate cannot mark your package as a "gift" or "commercial sample". Please do not ask.
Note that all of our equipment is suitable for US power standards. If you live outside the United States, be aware you may need to find a different power adapter / power supply to use your equipment.
Be aware that exchanges and warranty service on an item may be difficult or very costly if you need to ship the item back to the United States for service.
Under no circumstances will Netgate cover the cost of International shipping, taxes or duties on exchanges, refunds or warranty work.
Netgate will only pay for shipping if we have mis-shipped an item.
PROBLEMS: DAMAGE, DOA REPLACEMENT, EXCHANGE, SHIPPING ERRORS, REFUNDS, WARRANTY SERVICE
With the exception of Netgate shipping errors: you are responsible for shipping costs both ways. While we take great pains to source
well built equipment, Netgate is not responsible for manufacturing defects and we have no control over them.
Netgate returns are just like returns to your local computer store. Even if the merchandise is defective,
CompUSA, etc. will not reimburse you for the time and gas spent to drive back to the store for returns nor will it
send out a driver to pick up the defective merchandise. That said, you should however expect the return to be
as hassle free as possible when you buy from Netgate.
SHIPPING DAMAGE
Occasionally packages are damaged during shipping.
Keep the box and all packing and IMMEDIATELY contact the carrier with your tracking number and complaint.
SHIPPING ERRORS
We are human and occasionally make shipping errors.
We do everything we can to insure we send you working products. Clearly, if
we make a mistake, we will do what we can to remedy
that error. Please contact us at sales@netgate.com with your
order number and information on the missing or incorrect part. We will ship the correct parts to you
and send you a pickup tag for any incorrect parts. Replacement items will be shipped at our cost at an Economy rate.
30 DAY DOA REPLACEMENT
Please make sure your are ordering the correct item. If you have a question, please do not hesitate
to contact us at sales@netgate.com. We will be glad
to make a recommendation to fit your particular situation.
If an error is made and you wish to request an exchange, or if an item is DOA and you wish to request a
replacement, we will ship your exchange or replacement after we receive and process your returned product.
If you need a replacement right away, we suggest you request a credit (rather than a replacement), when you
obtain your RMA number. Then place a new order. The new order will be shipped as soon as we have product
available and your credit will be applied approximately 10-15 days after we receive the product you are returning.
To request a replacement or exchange follow the RMA
procedure below. You are responsible for all shipping costs.
30 DAY REFUND
We stand behind our products. However, your satisfaction is our goal and we do realize that
sometimes you may want to return equipment. You can return your equipment for any reason within 30
days of receipt with these exceptions: Special orders,
miniPCI cards, cable assemblies and pigtails, which are exchangable if DOA but are non-refundable.
Normally you will receive a full refund including purchase amount and any applicable taxes minus shipping charges.
If items are incomplete or returned in a non-original or non-salable condition, a 25% restocking fee will apply.
The credit will be applied to your credit card and will usually appear on your statement within the next billing cycle.
If you used Paypal, we will issue a Paypal refund, or a company check.
Shipping charges are not refundable under any circumstance.
To request a refund, follow the RMA procedure below.
WARRANTY INFORMATION
After 30 days all product issues will be addressed by the manufacturers warranty.
Warranty service will be handled directly by the manufacturer in most cases.
Goods not manufactured by Netgate are the products of reputable manufacturers sold under their respective brand or
trade names. We make no express or implied warranty as to such goods.
Your remedies for defects of goods are subject to any limitations contained in their manufacturers terms
and conditions to us and the provisions of the manufacturers warranty. Most warranties are available on
the respective manufacturers website, or are available from us upon request. We try to include accurate
and relevant manufacturers warranty information on each product page, however the manufacturers warranty
will always apply. Please see our Terms of Use
for additional information.
We will assist you with obtaining warranty service. For fastest warranty service:
If you ordered ONLINE, please
click here or select My Account
on the upper right hand menu bar. Sign in to your account, look at the box titled My Orders and select
View the orders I have made.
From here you can select the order and items you wish to have repaired under warranty.
You do not need to return the warranty RMA form below if you follow this procedure.
If you do not have an account on our site or if you ordered via FAX, PHONE or COMPANY PO:
Please contact us with this Warranty Request RMA
Form (PDF) or (DOC) so we may assist you with obtaining
warranty service.
If Netgate services your warranty request, you are responsible for shipping costs both ways.
RMA procedures must be followed as outlined below. Netgate is not responsible for any item
that is not returned in the manner set forth. Please do NOT ship returns to our Hawaii address.
SPECIAL ORDER PRODUCTS: Special order products may not be returned
or exchanged. Special order products include all Configured-To-Order
technology items such as cables and special order components, and products
that are not commonly stocked in our warehouse, or are indicated as SPECIAL ORDER or CUSTOM.
No returns will be accepted without a RMA (Return Merchandise Authorization) number.
For fastest service:
If you ordered ONLINE, please click here My Account
or select My Account on the upper right hand menu bar. Sign in to your account, look at the box titled
My Orders and select View the orders I have made. From here you can select the order and items
you wish to RMA. You do not need to return the RMA form below if you follow this procedure.
If you do not have an account on our site or if you ordered via FAX, PHONE or COMPANY PO:
Use this form (PDF) or (DOC) provided by Netgate. Please contact us with this form prior to
returning any product to obtain an RMA#.
We will reply with additional instructions including a RMA# and our return shipping address.
All items must be shipped pre-paid or they will be returned.
- Products being returned MUST be in the original product box with all accessories,
manuals, and/or software and hardware.
- Do not use the original product box as the shipping box.
- Write the RMA# on the outside of the shipping box.
- RMA numbers are valid for 21 days.
- Please allow approximately 14 days for your return to be processed once it has arrived at the warehouse.
In order to expedite a prompt refund, please have your package insured by
the United States Postal Service or UPS Ground. If you choose to return your
order by insured mail, please request a confirmation of delivery number. By choosing
either of these methods, you can track the location of your return in the unlikely
event it is lost in transit.
If you request a replacement, we will ship your replacement after we receive and process
your returned product. If you need a replacement right away,
we suggest you request a credit (rather than a replacement), when you obtain your RMA number.
Then place a new order. The new
order will be shipped as soon as we have product available and your credit will be applied
approximately 10-15 days after we receive the product you are returning.
You are responsible for shipping costs both ways.
If the items returned are not in original condition, we reserve the right to refuse the return, or
in some cases we will accept the return with a 25% restocking fee.
CANCELLING AN ORDER
If you must cancel an order, please contact us as soon as possible via telephone
at +1 509 280 8999 or via email at sales@netgate.com.
If your order has not shipped, a 100% refund will be given. If your order has already shipped,
please follow the RMA procedure above.
Not all items are stocked or warehoused by Netgate directly.
Netgate occasionally uses third party distributors to drop ship equipment to our customers.
This information is typically noted on the item information page as requiring a few extra days for shipment.
HAVE A QUESTION? Contact us at SALES@NETGATE.COM or see our Contact page.
READY TO ORDER? See our Catalog here or How to order & payment information here.
Thank you for choosing Netgate!
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