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Order Support CenterFor further questions, please email us at email@example.com
Q) Accepted payment?We accept all major credit cards:
**Please make sure to enter the correct billing address for the credit card to minimize delays of processing.**ID verification for credit card purchase may apply for international customers.**Personal credit card outside of the USA will not be accepted.
Wire transfer: EFT, T/T
Letter of Credit payment option: available for orders >$8000, the processing fee of $1150 will be added to the order total.
Q) Credit card information not accepted?Please double check your credit card number, exp, & cvv code. These are common mistakes that caused our system to decline or reject the transaction.
If problems still persist, call your credit card company to make sure they did not block your transaction. Or, that you have reached the daily credit limit.Q) Sales tax?We charge sales tax for orders shipping to addresses within California.*For tax exemption, please follow the instructions below to obtain tax exempt status with us: 1) Please register for an account with your Tax Exempt number (If you already have an online account with us, you can skip to the next step). 2) Forward a copy of your tax exempt certificate and/or fill out the California Resale Certificate to firstname.lastname@example.org. 3) We will then process your request, and send confirmation to you as soon as your account is ready. When you received our confirmation, you can start your checkout process as normal and all future orders will be tax exempt under the registered account.Q) Purchase orders?Purchase orders will be accepted from customers with established credit account with us. Please remit PO by email to email@example.com or fax to 510-525-4705.If you are an organization within the USA and consider opening a terms account, please consult with us for more details.
Q) Order processing?Please allow a processing time of 24-48 hours for your order(s) to ship. Equipment orders will take up to 2 weeks before leaving our warehouse. (Order processing is done during normal weekdays only, no holidays or weekends.)
Q) Shipping methods?For small packages, we offer UPS & FedEx Express shipping options, and availability will vary by destination. Shipping to PO Boxes or APO/FPO addresses not currently offered.Shipping to Hotel/ Motel (etc.), Trade Show/ Conventions/ Conferences, & Courier/ Flight Forwarders addresses not proceeded.
Large items will be shipped by LTL Freight regardless of shipping method selected.
Please allow 1-7 business days for delivery by UPS Ground within the USA. We are shipping from Richmond, CA. and map below will show estimated transit time to destination:
International destinations can take up to 15 days for delivery, and will vary depending on your selected shipping method.
Q) Order tracking?Online order can be tracked by login to your account. Please allow 24 hours after order is shipped to see logging details.
If you need a tracking number for your order, please send an email to firstname.lastname@example.org along with your order/invoice number.
Q) Import/export tax, duty, GSM, Customs Clearance, and etc?All import/export related expenses are sole responsibility of the buyer; charges will vary from country to country. Please consult with your local import experts or transportation carrier for more details.
Q) Lost or Stolen packages?Please report all lost or stolen packages to us at the earliest possible time. An investigation will be open soon after reporting the incident to us, and a final ruling will be issued by the carrier for the claim after 10-15 business days. A replacement package will be sent as soon as the claim is accepted by the responsible carrier.
Q) Return Policy?MTI guarantees the quality of all products. If the product is defective, you can exchange/return for refund within thirty (30) calendar days of the original invoice date. All merchandise returned to us must accompanied by a Return Merchandise Authorization Number (RMA#).
Please complete the Technical Support / RMA Request Form and submit to email@example.com to obtain an RMA. The following information must be contained in request form:1) Order number or invoice number2) MTI Corporation’s part number & quantity3) Reason for return & nature of the problem
(Any missing or incorrect information may result in a delayed process or a rejection of request).RMA numbers are good for fifteen (15) days from the date of issue. Prepaid shipping is required for all product returns. A copy of your original invoice is required to process your return. Returned merchandise must be in original, new, re-sellable condition, accompanied by all original packaging, documentation and accessories. In all cases, returned product must be shipped prepaid with an approved RMA number clearly shown on the shipping label.
Merchandise can not be returned due to customer's improper storage. (some of our single crystal products must be kept under a certain temperature and/or without possible moisture -- dry condition) MTI Corporation reserves the right to refuse merchandise or impose a minimum 25% restocking fee for any returns not meeting the above requirements. Any returned items may be subject to a 25% restocking fee and must be returned within 30 days of purchase. Returned items must be in unused condition and retain all the original packing materials. All merchandise must be received before any refunds or replacement can be processed (no cross-shipping). Please allow two weeks for processing.*Shipping & handling are not refundable.*Opened consumable supplies may not be returned or refunded.Submit a customer service report.
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