The following information offers the particulars concerning CDI’s policy and procedures when pertaining to our one-year warranty, premium support contracts, technical support, re-stocking, shipping and handling fees, etc.
F.O.B. Origin—Freight on Board – Boonton, NJ with Pre-pay and Add to invoice or if you prefer you may provide us with your carrier account number against which all orders are shipped therefore, no freight and handling charges will be added to any CDI invoices to you.
CDI’s Preferred Carrier and Method of Shipping: UPS (United Parcel Service), unless otherwise specified by customer. We use Ground (Truck) in all Eastern zones, 2nd Day Air for Central and Pacific areas, unless otherwise specified by customer.
Quotes: All prices quoted are in U.S. Dollars and are valid for sixty (60) days. All quotes include the cost of shipping and handling. If you prefer not to be charged shipping and handling, you must supply your company’s freight routing guide at the time order is placed. All products quoted, unless otherwise specified, are for domestic use only. Domestic equipment shipped internationally may cause unit failure. Please be sure to notify CDI if the equipment quoted is for use outside the Continental US as this will ensure that the equipment ships with country specific power cord.
International Orders: F.O.B. Origin — Freight on Board – Boonton, NJ with International Commercial Terms of Trade DDU (Delivered Duty Unpaid) to destination country. Buyer or receiver in country bears all import responsibilities and costs of Custom imposed duty and taxes (VAT). Orders received directly from an international country are required to pay for the order in advance prior to CDI releasing the goods. CDI’s banking information will be made available along with invoice for payment. Wire fees are the responsibility of buyer and should not be deducted from the total purchase price of the goods. International orders are subject to a $150.00 administration fee. This fee is separate from the cost of freight and handling. The cost of freight and handling will be added as a separate charge to your invoice. Note: *** Our PA 100 (FIPS 140) Government Series products are prohibited from being used for and/or sold/resold to foreign governments and/or foreign government end-users without prior specific licensing per the U.S. Export Administration Regulations (EAR) §742.17 AND §742.15. Exports are not authorized to the following countries: Cuba, Iran, North Korea, Sudan and Syria.***
Order Processing: Allow 72 hours for order processing plus additional transit time for delivery after receipt of order.
Delivery: Standard delivery is 2 to 4 weeks after receipt of order. This is dependent on the quantity and destination of the order.
Order Expedite Fee: Requests for expedite order processing for same day shipping not allowing for our normal 72 hour order processing is subject to an expediting fee (provided the items are in stock) of $150.00. For same day shipments orders must be received no later than 12pm EST. Restrictions apply to custom orders and orders of large quantities. Note: This fee is separate from the cost of shipping and handling. Shipping and handling costs will be added as a separate charge to your invoice.
Handling Fee: Domestic shipments are subject to a $10.00 handling fee. International shipments are subject to a $25.00 handling fee.
Cancellation of Orders: Orders placed may be cancelled anytime prior to scheduled date of shipment from our warehouse. Please call CDI immediately and ask to speak with your account sales representative to notify them of your request to cancel the order. Orders cancelled after the order has shipped from our warehouse will be subject to a restocking fee.
Order Discrepancies: Claims for discrepancies or non-working merchandise must be made within seven (7) days of equipment receipt. Please contact a CDI technical engineer to inform them of the problem you are experiencing. After our engineer determines you have experienced a hardware failure you may be entitled to an advance replacement, he or she will issue you a Return Merchandise Authorization (RMA) and provide you with information about your advance part replacement shipment. You must specify the part number and serial number of the unit. This information can be located on the bottom of the device.
Re-stock: Merchandise returned within thirty (30) days of invoice are subject to a 15% re-stock fee. Freight costs and handling fee originally invoiced will not be credited. Merchandise purchased after thirty (30) days of invoice date will not be considered for re-stock or refund as it is a final sale.
Cables and Adapters: Cable and adapter orders when not accompanied by any of our hardware products are subject to a $50.00 minimum purchase. For assistance in choosing the correct application specific cable or adapter when quoted p/n: CBL “TBD”,please contact tech support at (973) 334-1980 or send an email to: firstname.lastname@example.org.
Warranty: All hardware products come with a standard one-year warranty that covers the cost of repairs and return shipping via Ground service. Turn around time for repairs are usually between seven (7) to ten (10) business days. Note: Freight costs to our facility are borne by the customer. Tampering found on the device will automatically null and void the warranty.
Out of Warranty: For out of warranty products without the purchase of our one-year hardware maintenance agreement, please contact a sales representative by phone at (973) 334-1980 or email at email@example.com for product repair prices.
Maintenance Agreement: Our one-year maintenance agreement is a premium hardware support service that offers same day advance replacement of any non-working hardware device. It includes free firmware updates, unlimited phone support via our toll free 800 number plus paid return service of the non-working device.
This service is an add-on coverage that runs concurrent with our standard one-year warranty. Fee based on a percentage of the total purchase price of all hardware. Hardware support service automatically renews on an annual basis. CDI will send an email notification as a reminder to the agreement holder ninety (90) days prior to the expiration date.
Scheduled maintenance agreement rollouts are also available upon request. The maintenance agreement will have a single anniversary date agreed on by both parties. Any hardware purchases made within that period will automatically be added and covered at no extra cost. Any hardware purchases made within that period will be carried over on the next scheduled support rollout.
OBM System Support License: Our one-year system support license is a premium software service that covers software updates plus unlimited phone support via our toll free 800 number.
OBM SSL automatically renews on an annual basis. CDI will send an email notification as a reminder to the agreement holder ninety (90) days prior to the expiration date.
Scheduled OBM System Support License rollouts are also available. The OBM SSL will have a single anniversary date agreed on by both parties. Any software purchases (OBM SLs, EDLs, DLs, RSA files) made within that period will automatically be added and covered at no extra cost. Any software purchases made within that period will be carried over on the next scheduled support rollout.
Cancellation of Maintenance Agreement and/or OBM System Support License: CDI must receive a written request of cancellation ninety (90) days prior to the agreement anniversary date. Letter of cancellation should be written on company letterhead and mailed to: Communication Devices, Inc. 85 Fulton Street. Suite 2. Boonton, NJ 07005. c/o: Sales Department. You also have the option of faxing the letter to (973) 334-0545 or e-mailing a scanned copy of the letter to firstname.lastname@example.org.
Cancellation of Maintenance Agreement and/or OBM System Support License will have an affect on the following services;
The user will not be entitled to receive premium support services in the form of advance replacement, unlimited phone support, firmware and software updates.
For every year the OBM System Support License and Hardware Maintenance Agreement laps you will be required to get up to date with back-support costs if for any reason it is decided you want to restore it in the future.
Return Merchandise Authorization: An RMA # must be requested and obtained prior to return of any merchandise. Items returned without an RMA will not be credited. Items returned with an RMA will be tested prior to issuing credit to verify items are in good working condition. Additionally, all accessories originally shipped with unit, including but not limited to, power supply, power cords, adapters and cables must be returned for a full credit.
Technical Support: Technical support is available 5×8. Coverage hours are Monday through Friday, 8:00am to 5:00pm EDT.
Credit Cards Accepted: American Express, Discover, Master Card & Visa. CDI reserves the right to request a pre-payment on all new accounts until credit terms are established.