TERMS & POLICIES
Everything we do at CPU Distributing, Inc. (CPU) is designed to bring you the best shopping experience possible and to assist you in finding the right solutions for your IT infrastructure and IT security needs. However, as with most businesses, there are terms and policies that must be put into place that will protect both the you and us. We at CPU want to make sure there are no surprises. Therefore, we have provided the "Terms & Policies" for doing business with us for your perusal and understanding.
RETURNS & EXCHANGES
CPU will NOT be liable if you order the wrong product:
We have made it easy for you to find and order the solutions you are seeking. We provide technical specifications and manufacturer part number information so that you can make an educated buying decision.
We ask that you please make sure that the item you are ordering is the correct item for the purpose you have in mind for it. If you have questions or simply want to double check, feel free to call us at 800-880-4200 or check the manufacturer web sites for compatibility and technical information. Most manufacturers have an 800 number you can call to talk to a pre-sales or technical person that can answer most of your questions.
If you feel that you have accidentally ordered the wrong product, then please follow the respective procedures below in regards to order cancellation or returns. See…
- Order Cancellation Policy if you realize the item is wrong before the order is shipped.
- Return Policies if you realize the item is wrong after the order is shipped or received.
Prices are FINAL at the Time of Purchase:
Our prices are updated on a regular basis. At the time you make a purchase you agree to the listed price. We CANNOT make a price adjustment AFTER an order has shipped. Our costs simply change on a daily basis, and we pass the values along every day. Promotions may not be applied after an order is placed. Again, you are welcome to call 800-880-4200 to verify pricing and whether there are any promotions available before placing an order.
ORDER CANCELLATION POLICY
You may cancel an order by calling in. However, an e-mail follow-up is REQUIRED to document the transaction at [email protected]. This is simply to confirm that you wanted to cancel the order and we are not basing the cancellation only on a verbal request.
If you must cancel an order for any reason, please call our Customer Service Center Toll Free at 800-880-4200. Please leave a message when calling if a customer service specialist is not available. A CPU Customer Service Specialist will determine whether the order has already shipped or not. If your order has NOT shipped yet, we can usually cancel the order for you. However, as stated above, if you call in a cancellation request, an e-mail follow-up is REQUIRED to document the transaction.
If the order has shipped before you place the order cancellation request then we will NOT be able to cancel the order. If this occurs, we will gladly accept a return consistent with our NON-DEFECTIVE RETURN POLICY, but we will not be able to refund the shipping and handling fees and you will be responsible for the return shipping to CPU Distributing, Inc. or one of the distribution centers or the manufacturer depending on the circumstances at hand. We suggest that you use a return shipment method that issues tracking numbers, so that you can ensure the item is safely returned to our Returns Warehouse or the shipping destination we have provided you.
For any shipment that is refused, you will automatically be charged a $25.00 or 20%, whichever is greater, fee to cover costs associated with processing your order and return. Shipping costs are NOT refundable.
To request an order cancellation by e-mail, please contact [email protected].
RETURN POLICIES
For Defective Products:
We understand that when dealing with 1000's of products, every-now-and-then, one of our customers may get a defective product. Please understand that it is NEVER our intention to knowingly send out a defective product. Therefore, ALL defective products may be returned for repair or replacement ONLY, at CPU's discretion, within 10 days from the invoice date.
CPU offers a PERFORMANCE GUARANTEE so you can be sure the products you ordered will perform well for you, without defects. This is not necessarily a SATISFACTION GUARANTEE. Therefore, we cannot guarantee you will like the color, size, feel, operation, the features and benefits, and etc. of a product. If a product is defective, we will repair or replace it (replace most of the time) at our or the manufacturer's discretion. Defective OEM, white box, CPU, and memory products will be replaced only. After 10 days the manufacturer warranty applies and claims must be submitted directly to the manufacturer. Any product being returned as defective but found NOT to be defective will be subject to a $30.00 testing fee. If you want to return a product for credit because you don't like it for some reason, please read the following.
For Nondefective Products
All returns, except for defective products (see above), for credit or exchange are subject to a 20% restocking fee and must be returned within 10 days from the invoice date.
All non-defective OEM, white box, CPU, license codes, and memory products may NOT be returned for credit or refund.
Any items that are NOT damaged, defective or incorrectly shipped must be FACTORY SEALED in new and resalable condition and include the original packaging with all unmarked manuals, accessories, and warranty cards.
Certain opened items carry restrictions regarding returns: All toner cartridges, business machines (printers, computers, monitors), software, and consumable products that have been opened may ONLY be returned if there is a manufacturer defect (see returning defective products above). Most manufacturers simply do not allow opened non-defective items to be returned for credit or exchange.
Other non-returnables: Any product that has been installed or registered cannot be returned (exception: defective within the 10-days from invoice date - see section above on "Defective Products") . Wrongly ordered license codes for non-current products (i.e. renewal subscriptions for legacy products) or activated license codes cannot be returned. Any product or license code that the manufacturer declares as non-returnable in any case other than defectiveness may not be returned (We have no control over their policy).
Damaged by Shipper: Products that are damaged during shipment are to be resolved with the shipping company (i.e. UPS, FedEx, DHL, U.S. Postal Service, & etc.). We are not responsible for the handling of the package by the shipping company. You will need to file a claim with that particular shipping company. Please make sure you check your shipment before signing for it.
Damaged during packaging by manufacturer: Items damaged during packaging by the manufacturer are to be handled by the manufacturer unless they expressly state that the return process should be handled through the distribution system. In that case, we will need an e-mail confirmation from the person you spoke with at the manufacturer stating such and that they authorize the return of the damaged product.
License Codes
Orders for license codes are considered as final sale, non-returnable, and non-refundable ONCE we have e-mailed the code(s) to you. In general, manufacturers will not take them back. Exceptions to this are on a case-by-case basis and very rare. However, if a code has been installed it cannot be returned under any circumstances. If installed but yet defective, see below.
NOTE: Once a code has been activated/installed onto an appliance you may have to resync the appliance up with any online system that you may have had to use to register the unit and activate the code on. For example, if you have a TZ 215 it has to be registered in your www.mysonicwall.com account and synchronized with it. Then if you add any services or support to it (i.e. a Global VPN Client License or additional years of support & etc.), you enter the code into the proper location in the same www.mysonicwall.com account and then resync the unit back up with it so the codes activate the licenses on the unit.
Please make sure you are ordering the correct SKU for your particular technology needs. If you are not sure which SKUs you need, please contact the manufacturer’s pre-sales or customer service support or search out their websites to obtain the correct SKUs for your particular needs
Please make sure you provide a valid e-mail address and authorize [email protected] as a safe e-mail.
We are not responsible for the reception of the e-mail containing your code(s) since it may possibly end up your “Junk Mail” or “Spam” folders or may be accidentally deleted. We do keep a record of the e-mailing of the code(s) to the e-mail address you provide in order to show it has been sent and when. If you need the code resent to you, please contact our sales department at 800-880-4200 and we will be glad to have it resent.
Defective/Non-working codes: Once installed, if the software license the code is associated with does not work properly per the manufacturer’s specifications, contact the manufacturer’s tech support line. Make sure to obtain a tech support ticket/reference number. You will need this in case an RMA is required or further assistance is needed by us to help expedite a support issue.
Please NOTE: Whether you believe the manufacturer’s support team is to call you back or not, always make it your responsibility to stay in touch with them until the issue is resolved completely. If their solution resolves the issue you are having, please contact them to let them know and have them close out the case. If it does not, then contact them and let them know their suggestion did not work and to keep the case open. Do NOT depend on them to call you back to follow up on an issue. Also, make sure that they understand exactly what the issue is. Any screen shots of error messages that you can obtain and send to them will be helpful.
ALL Returns MUST Have an RMA Number!
Please NOTE: Whether you believe the manufacturer’s support team is to call you back or not, always make it your responsibility to stay in touch with them until the issue is resolved completely. If their solution resolves the issue you are having, please contact them to let them know and have them close out the case. If it does not, then contact them and let them know their suggestion did not work and to keep the case open. Do NOT depend on them to call you back to follow up on an issue. Also, make sure that they understand exactly what the issue is. Any screen shots of error messages that you can obtain and send to them will be helpful.
ALL Returns MUST Have an RMA Number!
Freight & Insurance on Returns:
The customer is responsible for shipping returns to a designated returns warehouse or destination. Freight and insurance for shipping the return to a designated returns warehouse or destination MUST be prepaid by the customer. If a replacement or repair is in order, CPU Distributing will pay to ship the replacement or repaired item back to the customer. We ask that shipments to our returns warehouse or destination be done using UPS or FedEx so that you can get a tracking number and be sure that the shipment does arrive.
We also ask that you please email the tracking number to [email protected] so that we may have a record of it and are able to verify the time and date of the shipment's delivery to the designated destination.
ORDER ACCEPTANCE POLICY
You Select Shipping Method at Time of Purchase:
You have several Federal Express shipping options to choose from. We have
provided you the option of ground, Priority Overnight, Standard Overnight, 2nd
Day Air, FedEx Saver (3 day) and FedEx Home Delivery. Total shipping charges are calculated
based on the total weight of all the items in your order and on the shipping
option you select. The shipping costs are not refundable.
Processing and Shipping Your Order:
Most credit approved and in stock orders placed before 1 P.M. CST, Monday through Friday, will ship the same day (excluding weekends and holidays). Orders placed after 1 P.M. CST Monday through Friday, on Saturday or Sunday, and or during holidays will be processed and shipped the next business day. Orders CAN NOT be shipped to a P.O. Box!
Please take Note:
- Be sure to follow directions regarding billing information so that your order is not delayed.
- CPU reserves the right to ship via alternate carriers (i.e. UPS, FedEx, and etc.) than requested.
- ALL packages being delivered will require a signature on receipt from the carrier unless you provide in writing a "No signature required" request. If you request "No signature required" and the item is left at your door or in a unsecured location/area, CPU will NOT be responsible for the replacement of any item/s that go missing from that delivery. Recovering or replacement of the missing item/s will be your responsibility.
- If part of your order has shipped, then there is NO refund on the shipping cost for the order.
- If there is a problem in fulfilling the order or in shipping the order on time, we will contact you via e-mail as soon as we determine there is a problem. Please keep an eye on your e-mail inbox until you receive your order.
- CPU wants to maximize the value and ease of online shopping. Please let us know if there is anything we can do to serve you better. E-mail your suggestions to Customer Service.
- The advertisement of any product on this site does NOT constitute an offer to sell. Your order or your receipt of an electronic or other form of order confirmation does NOT signify our acceptance of your order, nor does it constitute confirmation of our offer to sell. CPU reserves the right at any time after receipt of your order to accept or decline your order. ALL orders placed must obtain pre-approval with an acceptable method of payment, as established by our credit department. We may require additional verifications or information before accepting any order.
PRICING POLICY
Incorrect Pricing:
In the event a product is listed at an incorrect price due to typographical, photographical, technical error, or error in pricing information received from our suppliers, CPU shall have the right to refuse or cancel any orders placed for product listed at the incorrect price. We will notify you by e-mail of the error and let you decide whether or not to continue the order at the new price.
If an item's correct price is lower than our stated price, we will notify you, capture the order transaction at the lower amount and ship you the item. If the amount has already been captured, then we will refund the difference.
If an item's correct price is higher than our stated price, we will notify you and let you decide to pay the difference and continue with the order or have us cancel the order and either void the credit card transaction if it has not been settled yet or refund the amount of the incorrect price if it has been settled.
Again, while we make every attempt to verify prices before charging your credit card, CPU shall have the right to refuse or cancel any orders placed on mis-priced product whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is canceled, CPU will issue a credit to your credit card account in the amount of the incorrect price if the transaction has been settled or void the transaction if it has not.
CPU offers among the most competitive prices available on the Net. Combined with our product selection, product availability and service level we are sure that customers will find consistently compelling values at CPU. With this in mind, we have the right to decide whether we will "match" competitor's pricing or offer "price protection." At the same time, ALL pricing is subject to change without notice! For large quantity quotes, please e-mail us at [email protected] or call us at 800-880-4200!
PRODUCT AVAILABILITY
The availability of product is always subject to change without notice. Though we do our very best to make sure all items are in stock there are times that a backorder may occur due to events (i.e. unexpected rush of orders on a particular item, unavailable parts to build an item at the time, a supplier changes focus, acts of nature causes supply interruptions, strikes, and etc.) that are beyond our control. Therefore, we nor any of our vendors, can guarantee or promise availability of any particular item. We will, however, do our best to minimize out-of-stock/backorder instances.
If a product you have ordered is not available for shipment, we will do our best to contact you and to let you know by the e-mail and or phone number you have provided us. You will be given the choice at that time to either cancel the order or keep it in force. Therefore, it is very important that you provide us a valid e-mail address and phone number. Anticipated delivery dates are dependent upon our suppliers and other factors beyond our control, and are subject to change.
PRIVACY POLICY
We at CPU Distributing also do business over the Internet and desire our information to remain confidential. Therefore, we understand and recognize your right to confidentiality and are committed to protecting your privacy. We protect the information you provide us when ordering against unauthorized access or release. We will not give, sell, rent, or loan any identifiable personal information to any third party, unless you have authorized us to or we are legally required to do so. From time-to-time, we may enter into an agreement with other companies to send promotional e-mails on our behalf to such companies' customers. If we do, we may provide a list of our customers' e-mail addresses to the other company so that you, as an existing CPU customer, will NOT receive repetitive promotional materials. Other than e-mail addresses, no information will be shared with the other company. Such companies will be prohibited from using the e-mail list for any other purpose and will be bound to the terms of our privacy policy with respect to the e-mail list. We may share non-personal, summary, or aggregate customer data with partners and other third parties.
INTERNATIONAL ORDER POLICY
CPU accepts international orders. We define international orders as being orders that are shipped to an address outside the 50 United States. We can place orders for our international customers to ship to a FREIGHT FORWARDER OF YOUR CHOICE within the USA. Please note that CPU will NOT be liable for any damage, loss, customs paperwork, government intervention and or delay, tax, duties, and or fees incurred by the transport of the product to any international destination. Also, please note that not all manufacturers will allow us to ship their USA intended products to an overseas destination. They require international customers to obtain their products from an authorized reseller or distributor for that international customer's particular area. If this issue comes up, we will notify you.
This is how we process International orders:
Payment: International Customers have two payment options
ØWire Transfer:
1) Please request our wire transfer information.
2) A wire transfer fee will be added to each order total.
3) Payment must show up on our bank’s books before we can process the order in full.
4) It may take 3-5 business days for the wire transfer funds to show up on our bank’s books.
5) The wire transfer fee must be included within the full amount of the wire transfer or the order will not be shipped.
ØCredit Card:
1) Credit Card must be issued by a U.S. Domestic Bank.
2) Billing address for the credit card must be located in the United States.
3) Order will not ship until credit card has been approved and settled by our credit card processing company.
Shipment of Order Overseas:
1) Using your FedEx account # to ship the order will help to speed up the delivery process.
2) Using our FedEx account # to ship your order:
Ø Could delay the delivery date due to customs and so-forth.
Ø We must add international shipping charges to the order.
Ø Our online ordering system only provides shipping costs for domestic U.S. orders. International orders require us to provide you a quote for correct international shipping charges.
Ø Once you select the option you desire, we will revise the order to reflect the correct shipping.
3) Please provide full ship-to address as it is to appear on the label.
4) Be aware that delays may occur to delivery of the order due to loss, customs, government intervention, providing an incorrect "Ship To" address, and or delay and a number of other incidents. We are not responsible for such delays.
5) We will not falsify any dollar amount or documents in order to get the order to pass through customs quicker.
6) Some items may have to be brought into our location here in Texas from other warehouses prior to shipping to the International Destination.
7) If we must do this, then it may take an additional 3-5 business days before we can ship your order.
8) Once the order is at our Texas location in full, then we will ship your order.
9) We will only ship the order in full. No partial shipments.
Shipping of Order to a Freight Forwarding Company in U.S.:
1) Orders being sent to a freight forwarding company first will be shipped in full to that company. No partial shipments.
2) This may take an additional 3-5 business days to bring in items from other warehouses to our location and then another 3-5 business days (unless use express shipping) to the freight forwarding company.
3) If you are using a freight forwarding company, please let us know how you want us to ship the items to them (ground, next-day, 2-day, or 3-day) and the correct ship-to address so we can quote you the shipping costs.
4) The total amount of the order (Product costs + shipping costs + wire transfer free if applicable) must be received in full before order will be shipped.
Returns for International Orders
1) Once Shipped: Once an order has been shipped to either the international or freight forwarding company destination, we will not accept returns or provide refunds for international orders.
2) Defective Product: Since the product is factory sealed, a defective product must be dealt with at the manufacturer level. Please contact the manufacturer regarding the defective product. We will not RMA the item under consideration.
3) Wrongly Ordered Items: We provide a lot of information on our site regarding SKUs, Specs, Manufacturers, and so-forth to make sure you are ordering the correct item. You should also contact the manufacturer’s pre-sales department and speak with them to make sure you are ordering the correct item. Therefore, we do not take back or will not authorize an RMA for a wrongly ordered item.
4) Products Damaged in Shipment: Any product damaged in shipment must be handled through the shipping agency (i.e. UPS, FedEX & etc.). We are not responsible for orders damaged in shipment.
5) Orders Not Arrive On Time: Due to various delays that can occur outside our control (i.e. custom delays, government intervention and or delay, natural disasters/events delaying delivery, and a number of other incidents), we are not responsible for the final delivery date. Once the order is shipped, the order and the on-time delivery of that order is no longer our responsibility. If an order does not arrive on time, we will not accept a return or refund request for that order.
6) Refusal of Shipment: If the shipment of an international order is refused, then we reserve the right to refund or not refund the monies regarding that order. If we decide to refund the monies regarding that particular order, then the monies will be refunded minus a 30% restocking fee as long as the items are received in original factory sealed boxes and are resalable. If they are damaged and not resalable, then we reserve the right to refuse the refunding of the monies for that order. NOTE: If a refund is to be provided, we will provide that refund by way of wire transfer and will not be responsible for any fees deducted from the refund amount by any bank associated with the delivery of that wire transfer refund to you.
To all our international customers, if you have any questions regarding the above, please email us at [email protected].
LIMITATION OF LIABILITY
CPU Distributing, Inc. or any of its associated companies or employees shall NOT be liable under any circumstances for any special consequential, incidental, punitive, or exemplary damages arising out of or in any way connected with the agreement to sell product to buyer or the product, including, but not limited to, damages for lost profits, loss of use, lost data, or for any damages or sums paid by buyer to third parties, even if CPU Distributing, Inc. has been advised of possibility of such damages. The foregoing limitation of liability shall apply whether any claim is based upon principles of contract, warranty, negligence or other tort, breach of any statutory duty, principles of indemnity or contribution, the failure of any limited or exclusive remedy to achieve its essential purpose, or otherwise.
