Customer
Support
Sales: (626) 968-9860 12pm-6pm (Pacific Standard Time)
sales@raidentech.com
Returns (RMA):
returns@raidentech.com
Supports:
supports@raidentech.com
Frequently Asked Questions
GENERAL
DELIVERY
ISSUES
ORDERS
SHIPPING
What
is the status of my RMA (Return Merchandise Authorization)?
When will a replacement be sent?
Once we have
received your returned item in our warehouse it normally takes between 7
to 10 business days to process the RMA. If your return is tested and
found to be in working order, we will return the item to you. If the
return tests as defective we will send a replacement from our warehouse.
If we do not have a replacement or a suitable alternative to fulfill the
RMA, we will credit you back.
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Do
you ship internationally?
How much will shipping cost?
Yes, we do ship
internationally, and you can compute the shipping costs during checkout.
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Can I ship to an address other than my billing address?
Yes, but the
alternate shipping address needs to be on file with the bank that issued
the credit card. Please have the alternate shipping address on file in
the notes or memo section of your credit card account. We take this
measure to protect our customers and ourselves from credit card fraud.
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Do
you ship international COD?
We do not ship COD
internationally. Shipping COD is an option for customers within the
United States.
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Will I have to pay import duties, tax, VAT or brokerage on this item?
(International order)
If they apply,
yes. Brokerage fees, import duties, VAT, or any other tariff, levy or
fee are not included in the purchase price or the shipping and handling
charges. Such fees and taxes are the responsibility of the receiving
party. To find out what taxes or fees will be applied to your order from
Raiden Tech, please contact you local tax authority.
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Will I be sent a tracking number?
Yes. UPS, Fedex,
and USPS send Emails with tracking numbers and delivery address
information the evening after your package ships, provided the Email
address submitted with the order is correct.
When you receive your tracking number, you may check your order status
HERE.
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When will my package ship?
We strive to ship
all orders received before 10:00am Pacific Time the same day. This is
our goal and we work diligently to reach this goal on a daily basis.
However, this is not a guarantee. If you place an order before 10:00am
and it does not ship the day you place your order, you are not eligible
for a refund on the shipping charges.
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Who do I contact if I need to return an item?
To return an item,
please contact our Returns Department to get a RMA at:
Email: returns@raidentech.com
Phones are staffed 12pm to 6pm Pacific Time, Monday - Friday.
Our Technical Support Group issues RMA (Return Merchandise
Authorization) numbers for all product returns. If an item is defective,
not working properly, or you simply want to return the item, Technical
Support is the proper department to contact. Bear in mind that all
returns are subject to our Sales and Return Policies below.
-
Sales Policies:
All sales are final. Sales Tax of 8.25% will be charged to all
California residents, except resellers. All items carry a 30 day
warranty unless otherwise noted. Returns of product, other than for
exchange or replacement, are subject to a 15% return fee. Shipping
fees and/or return shipping costs are Non-Refundable. No returns or
exchange after 30 days of receipt will be honored. Returns must be
postmarked before the 30 days of receipt to be valid. Should a
replacement for a returned item not be available, a credit will be
issued or the product will be substituted with one of same-or-better
specifications. All returned equipment must be issued a Return
Merchandise Authorization (RMA) number prior to return shipment. To be
accepted, all returned products must be conspicuously labeled with the
assigned RMA number and accompanied with a copy of the sales order or
invoice. Customer must pack items being returned complete, with all
manuals, cables, accessories, etc., as if they were new and working
condition. Regardless of condition, products must be packaged
appropriately so as not to incur physical damage during return
shipping. Failure to do so may invalidate both the RMA and the
warranty. Unauthorized and/or unmarked returns will not be honored.
Raiden Tech will not be responsible for incidental or consequential
damages arising from the use of any product(s) that it sells. Raiden
Tech reserves the right to refuse service to anyone.
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Can I add an item to or remove an item from my order?
Can I change the shipping method for my order?
How can I cancel my order?
You may change or
cancel your order if has not been processed for shipment and sent to the
warehouse. Once your order has been sent to the warehouse we cannot make
any changes. To make changes to your order you may contact Customer
Service at 626-968-9860.
Phones are staffed 12pm to 6pm Pacific Time, Monday - Fridays.
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Can I pick my order up from your warehouse?
No customer
pickups are allowed. Only wholesale pickups are allowed.
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Why don't you have a toll-free number?
Raiden Tech does
not provide a toll-free telephone number because this results in
increased fixed-expenses that we must pass along to all of
our customers, even if only a few need to call. We are very much here
for our customers, but we prefer to keep our operating costs low and
pass the savings on to YOU.
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Who do I contact if I received the wrong item in an order?
If you believe you
received the wrong item in an order, you should contact our Support
Department at 626-968-9860 or Email
returns@raidentech.com
to obtain an RMA (Return Merchandise Authorization) number.
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Who do I contact if I am missing an item from an order?
If you are missing
an item from an order, you should contact our Customer Service
Department at 626-968-9860 or Email
sales@raidentech.com
Customer Service phones are staffed from 12pm to 6pm Pacific Time,
Monday - Friday. Phone support is not available on weekends and
holidays.
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The
package I received from is damaged in shipment. What do I do?
Please contact the
Customer Service Department and get a RMA to return the defective item
for a replacement.
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