This is a summary of the business practices and generally doing business with our company.
Shipping:
We use mainly Fedex International priority, transit times are typically two to four days for most any address in the world.
Goods ship out of two warehouses, one in Shanghai China and another in Washington State, USA. We can ship on your account but we ask that you get a quote from your shipper and compare. Our rate is often about half of what our clients will pay on their own account. You can check how much shipping will be by using the online shopping cart, weight and accurate shipping costs are calculated to any address in the world. For general reference, the cost of shipping will add 16% to the value of the goods in typical small shipments going by Fedex, down to as low as 5% in larger sea shipments.
For larger shipments the online shipping calculator is not as useful. When the weight gets up to around 50kg we can take advantage of air cargo rates which are half the price of Fedex International Priority. Transit times are about a week. For even larger shipments, when the weight of the shipment approaches 100kg it is worth considering shipping by sea if you can afford the wait, transit times are about a month.
Delivery: Most small orders are filled from stock and will leave within 24 hours. The main warehouse is in Shanghai China and there’s a small but growing inventory in Washington State, U.S.A. Larger orders can take from two to four weeks. We can ship back ordered items in a second shipment if the situation is urgent, the incremental cost for shipping in two lots, assuming Fedex priority, will be only something like an extra $25.
Warranty:
The standard warranty is five years for electronics and two years for damper motors & valves. You can ship goods to us using the most economical method, we do ask that you pay shipping both ways. Our clients will typically stockpile items for repair till there are enough to make the shipping worthwhile. While the formal warranty is five years we’ll generally repair items for free for as long as you care to maintain them. As long as there’s no water damage or burnt out PCBs we will repair your unit for free. If an item is not repairable or we cannot source replacement parts we’ll offer the best deal we can to get you an equivalent item. There’s no time limit to this offer. If you’d like to send your sensors back for recalibration we’ll also do that for free with no time limit, you just pay the shipping.
Training and Support:
Most clients can manage to learn how to program and install from our product documentation. Even hobbyists and folks learning controls for the first time will be up & running quickly. Do check in with us periodically for some more in depth material, more examples and classroom materials which are in preparation.
Support is handled by email, AnyDesk, Teamviewer, Skype chat, phone and the forum. You can contact us any any of the email address’s in previous correspondence and orders. Also there are email address’s on the contact us page. We’ll help with the programming if you need it, just send on the points list & sequence and we’ll put together a program for your project. System graphics too, email us the system diagrams and we’ll help get them in shape for use within the T3000 environment. The forum is increasingly a good resource for tips and tricks. On site support is available, we don’t charge for engineer time but do ask that you pay for the flight and expenses.
Certifications
We ahve UL and CE certifications on many products but not all of them. The certification documents we do have are all on line on the respective product pages. European clients will find the CE certificate for most items in our inventory. UL(C) certificates are available for some items which are normally in contact with high voltages such as the relays. For items such as sensors and controllers, these are not UL(C) listed however most of the parts used within our products are UL(C) listed such as the terminal blocks, enclosures, printed circuit board and relays. You’ll find the certificates for these items on the respective product page. Technically speaking, the National Electrical Code says that a product which is in contact with 24VAC and lower voltages does not require a UL(C) listing. We realize customers do like to see that UL(C) or BTL sticker so we’re working on having a few items certified.
Returns and Refunds
Our refund and returns policy is flexible but generally is limited to 30 days. We’ll ask you to cover the shipping both ways. Also if more than 30 days has passed and depending on how you paid there may be 3% in credit card fees which we cannot recover and therefore ask you to take care of.
To be eligible for a return, your item must be in the same condition that you received it. We don’t need the original packaging but do pack the goods well, the shipment should be able to survive a drop on a hard floor from chest height.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. Assuming the goods are in decent shape your refund will be processed right away. For credit card purchases we generally have 30 days to mark a transaction for refund. After that the merchant account provider considers the transaction complete and therefore we will have to arrange for a check, paypal payment or bank transfer to you. If you haven’t received a refund yet write to us and we will follow up.
Clearance Items
The sale of clearance items is final, we cannot refund you on these items.
Exchanges
In the event you cannot get our products working we will work with you by phone, email and remote access to throughly confirm that the goods are defective or damaged. After the debugging session confirms a bad part we will send you instructions for returning the goods. In cases where it is clear that the goods are defective we will hot swap with you, shipping you the new item before we receive the original item. This is only in cases where its obvious we have sent a bad part or made a mistake on your order. In most other cases we will ask you to return the goods and will credit you once they arrive at our facility.
Shipping returns
To return your product, you should mail your product to the address we will provide after the debugging session. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Summary
Thanks for considering our equipment on your projects. You’ll find that we’re easy to do business with and we stand behind our product. If you still need help you can always contact us at any of the email address’s showing on this website and in our previous correspondence.
Temco Team.