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Customer Service

Shipping and handling
The shipping charges are based on the ACTUAL WEIGHT of your shipment and the TYPE of service used for shipping. ROBOfiber ships through UPS, FedEx and USPS shipping companies, but also accepts third party carriers at special request of its customers. Cost of shipping is automatically calculated using online rates provided by the agreed carriers. All orders placed to ROBOfiber will have shipping charges.

For the 48 contiguous US states, Free UPS Ground shipping service is provided.

US shipping
Goods in stock at the time of order will be shipped in no more than 1 business day from receiving the order. All orders received and paid until 3:30PM Pacific Time during a business day will be shipped out SAME day. Orders received during weekend or holidays will be shipped out next business day. Insurance for full value of shipment is available at checkout. For out-of-stock goods, customer will be notified within 1 business day from placing the order and will have the option to keep or cancel the order. Please select the desired type of shipping at order time.

US territories, Canada and International shipping
For international orders we are using UPS Worldwide Expedited, UPS Standard to Canada, FedEx Priority International or USPS Express Mail International services only. Goods in stock at the time of order will be shipped in 1 business day from receiving the order. All shipments have insurance for full value of shipped products. For out-of-stock goods, customer will be notified within 1 business day from placing the order and will have the option to keep or cancel the order. Please note that additional customs charges and taxes can apply for imports. ROBOfiber has no control over these taxes and it is customers whole responsibility to comply with local customs regulations. Please inform yourself about customs policies and rules in your country. Any international returned shipment customers can be charged a return fee in case of non-compliance to local customs regulations. If ordered items are in-stock, they will be shipped from our main warehouse in Pleasant Hill, California. For confirmed orders on out-of-stock goods, orders will be processed and shipped at reception of inventory in our main warehouse.

Shipping and handling rates

ROBOfiber is shipping goods according to UPS, FedEx or U.S.P.S. current shipping rates. Shipping rates are automatically calculated by UPS, FedEx or U.S.P.S based on weight of merchandise, destination's geographical location and type of service requested by customer.As a courtesy to its customers, for all orders placed to ROBOfiber thehandling charges are waived.


Cancellation Policy

Any order can be cancelled within 24 hours from submission, if the order has not been shipped yet. Cancellation must be done by e-mail at sales@robofiber.com. The cancellation message must describe order accurately, including order number, type of merchandise and amount of the order.

Typographical Errors

In case of an incorrect listed price of a product (due to typographical errors or any operating errors in price list databases), ROBOfiber shall have the right to refuse or cancel any order with the incorrect listed price. The right of refusal or cancellation can be applied no matter the order has been confirmed or not or the payment has been already assessed. In case purchase amount has been charged already, ROBOfiber will immediately issue credit back in amount of the charge.

Privacy & Security

ROBOfiber Privacy Policy
Thank you for visiting ROBOfiber website. This privacy policy tells you how we use personal information collected at this site. Please read this privacy policy before using the site or submitting any personal information. By using the site, you are accepting the practices described in this privacy policy. These practices may be changed, but any changes will be posted and changes will only apply to activities and information on a going forward, not retroactive basis. You are encouraged to review the privacy policy whenever you visit the site to make sure that you understand how any personal information you provide will be used.

Note: the privacy practices set forth in this privacy policy are for ROBOfiber web sites only, including its registered domain of www.robofiber.com site. If you link to other web sites, please review the privacy policies posted at those sites. 

Collection of Information
We collect personally identifiable information, like names, postal addresses, billing addresses, email addresses, phone numbers, Credit/Debit card information etc., when voluntarily submitted by our visitors. The information you provide is used to fulfill you specific request. This information is only used to fulfill your specific request, unless you give us permission to use it in another manner, for example to add you to one of our mailing lists.

Cookie/Tracking Technology
Our web sites may use cookie and tracking technology depending on the features offered. Cookie and tracking technology are useful for gathering information such as browser type and operating system, tracking the number of visitors to the sites, and understanding how visitors use our web sites. Cookies can also help customize websites for visitors. Personal information cannot be collected via cookies and other tracking technology, however, if you previously provided personally identifiable information, cookies may be tied to such information. Aggregate cookie and tracking information may be shared with third parties.

Distribution of Information
We may share information with governmental agencies or other companies assisting us in fraud prevention or investigation. We may do so when: (1) permitted or required by law; or, (2) trying to protect against or prevent actual or potential fraud or unauthorized transactions; or, (3) investigating fraud which has already taken place. The information is not provided to these companies for marketing purposes.

Commitment to Data Security
Your personally identifiable information is kept secure. Only authorized employees, agents and contractors (who have agreed to keep information secure and confidential) have access to this information. All emails and newsletters from this site allow you to opt out of further mailings.

Privacy Contact Information
If you have any questions, concerns, or comments about our privacy policy you may write us using at the following e-mail address: sales@robofiber.com
We reserve the right to make changes to this policy. Any changes to this policy will be posted.

Returns & Replacements

Non-defective product returns
ROBOfiber is offering a 30 day money back guarantee. Products returned must be in new condition, original packaging and include all accessories (cables, disks, adapters, etc.). Products must be received within 30 days of the invoice date. We reserve the right to refuse return or charge a restocking fee for incomplete or damaged returns. Any return must have an RMA number (Return Material Authorization) as described in the RMA request form below. Returns will not cover shipping expenses. The credit issued to the customer will be only for the initial product order value.

Return of defective products under Warranty Period
If you believe you have a defective product from ROBOfiber, please contact us at the customer support department by e-mail: support@robofiber.com. If product is under warranty, ROBOfiber will decide, at it’s sole discretion, to repair, replace or refund the product. If the product in not under the warranty terms, ROBOfiber will notify customer about reparation or replacement charges. Returns for Warranty must be done within the warranty period of the product.

RMA Request Form
Please download here the Return Material Authorization Request Form in PDF format prior to send back any goods to ROBOfiber. Please fill in the RMA form and expect back the RMA number within 2 business days from submission. For quick processing of your RMA Request Form, please make sure all fields describing products are accurately filled, as well as data concerning the customer’s identity.

 

Payment, Pricing & Promotions

We do process credit card payments on-line and off-line.

Solution Graphics One of our on-line payment processor partners is PayPal. Using PayPal Express Checkout, a customer can complete online payments using VisaMastercardAmerican Express and Discover cards. Also money orders and electronic checkscan be processed online using PayPal. No PayPal account is needed and neither must be created to complete a payment through PayPal using one of the above mentioned payment methods.

We also accept regular credit cards, VISA, Mastercard, American Express and Discover directly on our website, payment being processed securely via a PCI compliant card processor.

For more conservative customers, we do offer the choice of off-line paymentVisaMastercardAmerican Express and Discover credit cards only are accepted for this payment type. Telephone or fax orders can be completed using the off-line payment method. For telephone orders please call our main telephone contact line (888) 273-4237 from Monday to Friday between 9AM-5PM Pacific Time. Fax payment details can be sent to our fax number (503)-764-1458.

Bank wire transfers are accepted for orders over $500. When such payment method is selected, customer will receive by e-mail an invoice and the bank account details for wire transfer. Payment is expected in 5 business days from order placement. Goods will be shipped after confirmation of wire transfer from our bank.

Purchase orders are accepted if customers wish to pay by check or they already have an Open Account with us. If check payment is desired, shipment will leave ONLY after check is received by mail. There is a 7 calendar days waiting period from order date for check payment in the mail. If check is not received, order will be canceled. ForOpen Accounts, according to the credit limit set on account, delivery may require additional payments before release. In this case, we will contact the customer by e-mail or telephone and send a current financial statement.

For Reseller Partners special payment terms may apply. Net 15 days or Net 30 days may be granted according to business history and application filed. The customer must be qualified and enrolled in the Authorized Reseller Partner Program. Reseller Partners have also a wider choice of payments accepted. 


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