Store Policies

Frequently Asked Questions - Ordering

Do you accept orders over the phone, fax, or mail?
All orders must be placed online through our website. Our shopping cart uses SSL (Secure Socket Layer) encryption technology to protect your personal information. Sorry, but we do not accept orders over the phone or fax.

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Do you accept walk-in customers?
Customers are welcome to pick up their order locally from our warehouse. Orders must be placed online on our website before picking up. Choose the Pick-Up / Will Call option during checkout and no shipping charges will be added to your order. Orders cannot be picked up until you receive a confirmation email stating that your order is ready for pick up. Pick-up / Will Call orders will generally be ready within 1-2 business days.

Please bring a valid, government issued photo ID, credit card used for purchase, and a printed copy of the confirmation email. If any of these conditions are not met, you will not be able to pick up your order.

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What payment types do you accept?
SVC accepts the following payment methods:

Frequently Asked Questions - Shipping

I've just placed my order online, when will my order ship?
99% of orders are processed the same business day. Orders received by 4:00PM Pacific (7:00PM Eastern) will usually ship the same day. Orders received after 4:00PM PST will usually ship the next day. We do not ship any packages on Saturdays. We do not guarantee processing/shipping times, however if there are any delays or problems with your order, we will contact you by email and/or phone.

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How can I modify or cancel my order?
Changes and cancellations should be requested over the phone. Email requests may not get processed in time before the package is shipped. If you cannot call, please have the word "CANCEL" or "CHANGE" in your email subject header. Orders paid by Paypal as your payment method cannot be changed. Orders paid through Paypal will need to be cancelled and reordered by the customer. If your order has already been shipped, we cannot change or cancel your order.

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Where I can check my order status?
Again, most order are shipped the same business day. You will receive email updates as your order status progresses. Tracking information will be automatically sent out at the end of each business day. We do not currently have a way to check your order status online. You may inquire about your order status through email at shipping@svc.com or by calling us at 408-432-1239.

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I received my order, but it was incomplete. Where is the rest of my order?
Some orders may have parts shipped from different warehouses and transit times may vary. All tracking numbers will be emailed automatically when they are available. Multiple package shipments will be noted on your invoice.

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Frequently Asked Questions - Returns

How long do you accept returns?
All products, unless otherwise noted, have a 30-day return period from the date the product was shipped. After 30 days, any repairs or defective items will have to be sent directly to the manufacturer or warranty provider. For more details see our Return Policy.

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It has been over 30 days and my product stopped working, who do I contact?
You must contact the manufacturer. If need assistance getting contact information from the manufacturer, you can email rma@svc.com for assistance.

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My package arrived and I am missing a product or an incorrect product was shipped to me. Who do I contact?
For shipping discrepancies, please fill out our RMA Request Form found under our Contact Us page. Be sure to specify what product is missing or incorrectly shipped. You will get a reply within 1 business day.

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I received a defective product. Do I have to pay for shipping?
The customer is solely responsible for shipping a product back to SVC. The customer is responsible for all return shipping charges. Similar to a walk-in retail store, they will not send someone to pick up your product or reimburse you for any transportation costs. The customer also agrees to take responsibility for any lost packages sent back to SVC that are not insured. SVC will pay for shipping back to the customer for defective products. Small items can be shipped via First Class Mail, Priority Mail, or Parcel Post. Larger packages will usually cost less with UPS Ground.

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Order Policy
All orders must be placed through our website. We do not accept orders by phone, fax, or email. Orders are processed and shipped Monday through Friday. Most orders placed before 4:00PM PST will be processed and shipped the same day. By placing an order, you implicitly agree to all of our terms and store policies.

For the protection of all of our customers, we will only ship orders to a verified billing address. If your shipping address is not on file with your credit card company or bank, your order will be placed on hold. Please include your bank telephone number for faster processing.

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Shipping Policy
All orders placed before 4:00PM PST will usually be processed the same day. Most orders will usually ship within 1-2 days of being processed. If for any reason your order is delayed, you will be contacted via email and/or phone. We do not guarantee processing or shipping times.

Any package that is refused or returned as undeliverable will be charged a 20% restocking fee. Please make sure your address is correct and that you will be available for delivery of the package. If you will not be available to receive the package, please make sure the carrier is informed.

SVC.com will not be responsible for any lost or stolen packages that show as "delivered" according to the shipping tracking or confirmation information.

All verified UPS Next Day Air and Next Day Air Saver orders are guaranteed for same day shipping if order is placed before 2:00PM PST and all items are available. You will be contacted before the end of the same business day if we cannot fill your order in time.

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Return Policy
All products, unless otherwise noted, have a 30-day day return period from the date the product was shipped. After 30 days, any repairs or defective items will have to be sent directly to the manufacturer or warranty provider.

To return a product, the customer must first receive a Return Merchandise Authorization or RMA number from our RMA department which can be reached through our site by completing the RMA Request Form. Items received without an RMA number on the outside of the package are not our responsibility and shipped back at the customer's expense. The RMA number should be easily seen on the outside of the package.

RMA numbers will be valid for 15 days after they are issued. Any RMA's received after the 15-day period will not be accepted and returned to the customer. RMA numbers will not be reissued after they have expired. It is the customer's responsibility to get the package delivered back to SVC in a timely fashion.

All returned products must be 100% complete in all the original packaging materials, in resalable condition, and include any manuals, warranty cards, and any other accessories in the original packaging. We will not accept any non-defective products with broken or missing seals or products in used condition. It is the customer's responsibility to verify all compatibility issues before making the purchase.

The customer is solely responsible for shipping a product back to SVC. The customer is responsible for all return shipping charges. Similar to a walk-in retail store, they will not send someone to pick up your product or reimburse you for any transportation costs. The customer also agrees to take responsibility for any lost packages sent back to SVC that are not insured. SVC will pay for shipping one way for defective products. SVC will also pay for shipping charges both ways if we shipped you the incorrect items.

For defective products, SVC will replace the product with the same exact product only. In the event that an item is no longer available, we will replace it with a comparable item of equal or greater value. We test all defective products, any products that are found to be not defective will be sent back to the customer.

A 20% restocking fee will be applied to ALL returns for refunds.

Please call us during our normal business hours to make any changes or to cancel orders. Please do not request a change or cancellation via email as we may not receive it in time. Our phone number is (408) 432-1239.

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Will Call / Pick Up Policy
Customers are welcome to pick up their order locally from our warehouse. Orders must be placed online on our website before picking up. Choose the Pick-Up / Will Call option during checkout and no shipping charges will be added to your order. Orders cannot be picked up until you receive a confirmation email stating that your order is ready for pick up. Pick-up / Will Call orders will generally be ready within 1-2 business days.

Please bring a valid, government issued photo ID, credit card used for purchase, and a printed copy of the confirmation email. If any of these conditions are not met, you will not be able to pick up your order.

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Other Policies

Warranty and Liability Policy:
Many of the products that SVC carries are designed for users who are familiar with their computer hardware. Some products we sell may void your manufacturer after installation of use. Our liability is limited to the purchase price of the product. All products sold at SVC.com are used at your own risk.

Shipping Cost Discrepancy Policy:
Shipping costs are solely calculated by the total weight of items on your order. Due to dimensional weight calculations, multiple package shipments, and weight discrepancies, the shipping cost given during checkout is only a quotation and we reserve the right to modify the total shipping amount. If the shipping costs vary greatly from the actual costs, we will contact you to confirm the adjustment.

Product Information/Description Discrepancy Policy:
SVC tries to provide the most accurate and up to date information about our products, however we cannot guarantee the accuracy of our descriptions and specifications. Product information is provided to us directly from the manufacturer. We do not inspect, test, or review any products that we carry. SVC is not liable for any product specifications provided on our website.

Typographical Error Policy:
Although we try to keep all information correct and up to date, mistakes and errors can occur in product descriptions, titles, product codes, price, and/or pictures. We do not guarantee exact specifications, titles, products codes, price, and/or pictures posted on our products. We reserve the right to cancel any orders based on typographical price errors.

Coupon Policy:
All coupons are only valid one per customer per day. Only one coupon can be applied to each order.

Privacy Policy:
SVC maintains a strict privacy policy with regards to the information collected from our customers. Information collected will never be given out or sold. Our site uses cookies to keep track of your shopping cart. Any page with order information uses SSL encryption. A secure order form is used to collect visitor's contact information (email, phone, name and address, etc.) and financial information (credit card numbers, etc). Contact information from the order form is used to ship orders, and to contact the customer regarding a pending order. Credit card numbers are automatically deleted from the database after 30 days. Email addresses are never sold, distributed, shared, or used for marketing purposes. Customers will only receive our newsletter if they sign up through our web form or opt-in during checkout. Customers on our mailing list will receive mailings approximately four times a month notifying them of specials, sales, and new products. You can opt-out by simply clicking on the "unsubscribe" link at the bottom of every newsletter.

Trademarks:
VELCROŽ is a registered trademark of Velcro Industries B.V.

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Estimated Delivery Times

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