Toll Free (800)238-1786

Frequently Asked Questions

 

Order Status

Q. Has My Order Shipped?
 A. When your order ships out, you will receive an email containing the invoice with the shipping charges and tracking number. 

Q. How Do I Change Quantities Or Cancel An Item In My Order?
A.  On the shopping cart page you can increase or decrease the items ordered by changing the number in the box.  After you change something, click Update to verify the changes.  If you need to cancel an item, just hit the "X" on the right side of the product line.

Q.  How Do I Track My Order?
A.  When your order ships, you will receive an email containing the tracking number using a specific carrier.  To track a UPS shipment, please visit www.ups.com and enter your tracking number.  On USPS shipments, visit www.usps.com and enter your tracking number on the main page.

Q.  My Order Never Arrived.
A.   Check your tracking number withe the appropriate carrier.  Sometimes there are exceptions that occur during shipping that are out of our control.  If you did not receive your tracking number via email please contact your sales rep.

Q.  An Item Is Missing From My Shipment.
A.  Please check over your invoice that was included in the shipment to make sure the items was not backordered.  If you do not see it listed, please contact your sales rep.  If the item is on the invoice, but not in the package, contact your sales rep immediately to report the disrepency.

Q.  My Product Is Missing Parts.
A.  Sometimes small parts fall out of the product packaging during shipping.  Please double check your box to make sure item is not there.  If you do not locate missing item, please contact your sales rep immediately.

Q.  When Will My Backorder Arrive?
A.   When an item is backordered, the manufacturer is contacted to order more.  You can check with your sales rep to get an estimate of time when your part will arrive.

Q.  I Don't See A Product I Normally Purchase On The Website, Do You Carry It?
A.  Please contact your sale rep and tell them the product is not on the website.

 

My Account 

Q.  How Do I Create An Account?
A.   Just fill out the New Customer Packet located here and email or fax it back to us.  We will get your account created and a sales rep. will contact you shortly.

Q.  How Do I Edit My Account Information?
A.  Once you login to the website, on the top right hand side of the page click on My Account.  From there, you can change your billing or shipping addresses.

Q.  How Much Is My Shipping?
A.   Due to complexities of shipping multiple products in multiple boxes, we do not have a quoting system in place on the website.  Final shipping totals are calculated after the order has been pulled and packed in appropriate boxes.  You can have your sales rep contact you when the order is ready to ship for your final total.

Q.  I Forgot My Password?
A.  On the login page of the website, click on the link "Forgotten Password"  Enter your email address and your password will be emailed to you.  Your sales rep does not have access to your login information.

Q.  How Do I Return My Product?
A.  To obtain an RMA number, please call your sales rep with a list of the products you wish to return.  They will, in turn, give you a Return Material Authorization Number or RMA that you should write on the outside of the shipping carton.

Q.  I Received The Wrong Product.
A.  As soon as you notice the discrepency, please contact your sales rep immediately.

Q.  What Is Your Return Policy?
A.  Most of our products have a 1 year warranty through A-1 Telecom.  The exceptions to this rule are closeouts and discontinued products which do not carry a warranty.  Some products are warrantied with the manufacturer for longer than 1 year and can be returned to the manufacturer for repair or replacement after the 1 year A-1 Telecom warranty expires.  All returns must have an approved RMA number you can obtain by contacting your sales rep.

Q.  When Will My Order Ship?
A.  If you place your order during regular business hours 9am-6pm M-F we can usually ship the order the same day.

 

International Shipping 

Q.  Do You Ship To My Country?
A.  More than likely, yes.  There are a few exceptions that have to do with US embargoes, etc.  To see if we can ship to your country, just ask one of our sales reps.

Q.  What Are My Payment Choices?
A.  There are only two possible methods of payment for international orders, credit card and wire transfer.

Q.  When Will My Order Ship And What Are My Shipping Charges?
A.  International orders usually can ship the same day during normal business hours 9am-6pm M-F.  Orders shipping USPS may take an extra day to process depending on what time they are placed.

Q.  What Is The Return Policy?
A.  Most of our products have a 1 year warranty through A-1 Telecom.  The exceptions to this rule are closeouts and discontinued products which do not carry a warranty.  Some products are warrantied with the manufacturer for longer than 1 year and can be returned to the manufacturer for repair or replacement after the 1 year A-1 Telecom warranty expires.  All returns must have an approved RMA number you can obtain by contacting your sales rep.

 

Pricing And Billing

Q.  I Have A Question On My Charges.
A.  Please contact the Account Receivables department during normal business hours.

Q.  I Need A Copy Of My Receipt/Invoice.
A.  Please contact your sales rep and they can email you a copy of your invoice.

Q.  When Will My Credit Appear On My Account?
A.  Credits normally take 1-2 days to process.  If you are requesting a credit to be refunded back to your credit card, this normally takes 3-5 days to appear on your credit card statement.

Q.  When Will My Credit Card Be Charged?
A.  Your credit card does not get charged until your complete order is pulled, packed, and shipped.  The final total with shipping is the amount you are charged.

 

Buyer's Guide

Q.  How Do I Find My Product?
A.  You can use the search function located on the top right hand side of the website.  You can also use the navigation menu on the left side to find your products on the website.

Q.  How Do I Navigate The Site?
A.  You can use the search function located on the top right hand side of the website.  You can also use the navigation menu on the left side to find your products on the website.

 

Additional Support

Q.  How Do I Contact You?
A.  You can call us toll free at (800)238-1786 M-F 9am-6pm.  You can email us using the contact page of the website.  Our fax number is (269)683-0937