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FAQ

FAQ

Xiertek USA® FAQ

 


Do I need to register?

You do not need to register. Our friendly site provides fast check outs for both registered and non-registered users.  It is your option to register with our system.  Registered customers receive other beneficial offers.  


At anytime feel free to browse our web site, products, pricing, or use our shipping calculator. Once you are ready to place an order, you will be prompted to register.

What if I don't know how to use Shopping Cart while I like to place an order ASAP?

If you have trouble or don't know how to use our online shopping, no problem. You can call us at 1-909-627-0777  or send us an e-mail using our Contact Us section. Write us a email at info@xiertekusa.com .  Please be sure to include the name on your account, e-mail address, phone number, and product # you would like to order. Our sales team will get back to you shortly. Our urgent response only system is designed for serious/urgent buyer and immediate requests only.

Do you match competitor's prices?

Unfortunately, we do not currently match other competitor's prices. All of our lowest and current available pricing is posted on our web site on a daily basis. Anytime we do receive any special deals or promotions, we automatically post it on our web site for our customers to take advantage of it. 

Do your prices include manufacturer rebates?

The prices listed on our web site do not include the rebate savings. For your convenience, Xiertekusa.com does it's best to advertise any current rebates on our web site. However, any use of these rebates is limited to terms or conditions as determined by the manufacturer. If you have any questions regarding the rebate terms & conditions, please contact the manufacturer directly.

Do you offer reseller or volume discounts?

Yes! We do have a reseller or volume discount programs available at this time. For your convenience, all of our lowest and current available pricing is postedon our web site on a daily basis.we automatically post it on our web site for our customers to take advantage of.

Do you charge sales tax?

Sales tax is only required for orders shipping within our resident state of California. Therefore, all orders shipping within California, will be charged the applicable 8.00~8.75% sales tax according to San Bernardino County  CA tax rate. Rate may very & subject to change. By law, out of state customer do not need to pay for any tax fees.

How do I check shipping charges?

It's easy! Just visit our product catalog, and click "shopping cart" on the item(s) you are interested in purchasing. Then, click "shipping basket" to determine the applicable charges. You will be prompted for your desired shipping method, state, and zip code. Shipping charges are based on shipping within the USA continental only.

What are my payment choices?

Xiertekusa.com  offers payment methods including: phone order by * Visa/Mastercard * Discover * American Express * Debit Cards with a Visa or Mastercard logo * Paypal  * Prepaid Cashier Check/Money Order (US Post Office)* Prepaid Personal or Company Check ->Please allow approximately 5-7 business days for the check to be cleared. * Wire Transfer for Large Qty Drop-shipment - Please contact jean@xiertekusa.com for account information.  Unfortunately, we do not  currently offer COD delivery.

What are my shipping method choices? Xiertekusa.com currently offers the following shipping methods:

  • Express/Standard Overnight- One business day (USPS Express,UPS,Next Day, Next Day Saver) Not available in Free Shipping Items.
  • Two Day Air - Two business days (USPS Priority Mail Only ) cover in all light weight items 5lbs or less for Free Shipping.  USPS Priority 2 Day delivery is also our most popular shipping method. Over 90% of our orders are shipped by USPS 2 Day Priority mail Delivery! 
  • Three Day Air - Three business days (USPS, UPS,DHL Ground) Cover most of Free Shipping items.
  • Ground Service- Approximately 5-7 business days (USPS UPS DHL for over 1lbs items) Cover all Free Shipping for long distance delivery.
  • Will Call/Pickup - Come to our location in Walnut, Southern California and pick up please notify "WILL CALL" on your order shipping method to complete the order and bring in the print out of order invoice with order number.

The above delivery methods do not include back order processing time or delivery on weekends and holidays.

For all shipping methods excluding outside 48 continental states and Will Call, We utilize UPS, FedEx, USPS and other local freight carrier, based on availability, so that we can ensure the quickest possible processing. Therefore, we are unable to specify which carrier your order will be shipped through, until your order has actually shipped.

How do I check status on my order?

For your convenience, Xiertekusa.com will send you updates regarding any Pending, Processing and Shipping orders via e-mail. However, you can also obtain or request your order status directly through our web site. If for some reason you are unable to retrieve the status on your order from our web site, please feel free to send an e-mail to our processing department at info@xiertekusa.com 

How do I get a tracking number?

Normally, Our Sales Team automatically sends your shipping status right after the shipment is done via e-mail. We  provide the tracking # for UPS,FedEx & USPS Shipment.  If for some reason you have not received a tracking number and your order has indeed shipped, perhaps we do not have your correct e-mail address on file? If so, you can visit your order status directly through our web site. Click on the Tracking and Shipping on the home page to check the tracking number or simply send us via e-mail. 

How can I change an order? 

You may request a change to your order, provided your order has not already been processed and shipped. Please contact us at 909-627-0777 for your exact changes with your invoice number, to our processing department. We will do our very best to accommodate your request.

How can I cancel an order? 

You may request a cancellation of your order, provided your order has not already been processed and shipped. Please contact us at 909-627-0777 or Toll Free 1-877-XIERTEK for your cancellation request, invoice number, number to our processing department. We will do our very best to cancel the order, and will send an email confirmation upon cancellation as void order transaction. If your account has already been charged, you can anticipate a refund to your account within 2-3 business days.

What if my product is on back order? 

Any items that are unavailable, will be placed on back order, and the remainder of your order will be shipped. Please check our web site for the back ordered item's estimated time of arrival or send us via email at info@xiertekusa.com for update status of your back order.  Please note that these dates are estimates, and are not guaranteed to arrive on that date. Your product(s) will be promptly shipped as soon as the product arrives. No additional shipping fees will be charged.

Your account will be charged for the entire order, so that Xiertekusa.com can reserve the product for you. If this is not acceptable, you are more than welcome to cancel the order, and request an immediate credit.

Do you ship internationally?

Yes! In some restricted areas, we do ship internationally. We do require a US billing and shipping address. Call for our sales for the internal shipment and area coverage.  We do apologize for this inconvenience.

Do you ship APO/FPO?

Yes! we do currently ship to an APO or FPO address. Due to the fact that UPS or FedEx delivery service does not provide tracking information to confirm the delivery to the none physical address we only use USPS by either Express, Priority or 1st Class mail.  Thank you for your understanding.

When do you charge my credit card? 

Your credit card will be authorized immediately upon receipt of your order and then will be charged by one of the two most reliable online billing gateway companies, Authorize.net and PayPal Payment system as completed transaction when the item is actually shipped out, so that we can begin immediate processing of your order.

Can you ship to a different address than my billing?

Yes, we are able to ship to an address other than your billing address. However, we do require an authorization and mailing address confirmation, so that we can help cut down on fraudulent usage of credit cards, that is currently so prevalent on the internet. This one step helps us cut down on fraud, keeps our costs down, and enables us to provide our customers with the lowest price possible. The procedure is done strictly to protect consumers, as well as ourselves as a merchant. We realize that this policy may be slightly inconvenient, however, it allows us to provide you with the best possible price. We hope you understand our position, and thank you for your cooperation! Here are the authorization procedures that we accept:

Option #1: Contact your credit card company to have your shipping address added as an authorized shipping address on their records. Please send an e-mail to info@xiertekusa.com , make sure your mailing address is the same as your credit card 's official registered address so the address can be successfullyadded to our Paypal Payment System

Option #2: Send a Fax Authorization containing the following items: 1. Copy of the front and back of credit card.  2. Copy of a picture ID,such as driver's license # or Social Security Card. 3. A statement reading "I authorize xiertekusa.com to ship my order" to the following (shipping) address, followed by the billing address.  4. A handwritten signature & email  to: jean@xiertekusa.com

Important: We only ship to the address present on the issuer's credit card application. Your shipping address must match 100% to what is on file with your credit card company.

 How long will it take before it ships? 

We do request  least one  business day for all items that are in stock. Over 99% of daily orders may ship the same day, if it is received before 1:00am Pacific Standard Time, however, it is not a guaranteeXiertekusa.com will do it's very best to ensure the quickest possible processing of every order. You may experience delays if there are any problems with the processing or verification of your billing address or credit card information. Please keep in mind that we do not process orders on weekends or observed holidays.


What is your refund policy? 

We offer a 30 days money back guarantee for all products (Some promotion items with free shipping only offer a 15 day, or allow returns for store credit only).  All shipping charges and a 15%~20% restocking fee for non defective products are non-refundable. To request a refund, please go to our RMA section. Print out the RMA Form sheet, fill them out and fax it back to909-627-0778 or send us an e-mail at info@xiertekusa.com or contact us by phone at 909-627-0777.

Unfortunately, some items are non-returnable for refund or exchange due to manufacturer's policies. Please review our complete return policy listed below:

Return Policy & Exchange Agreement

How do I exchange a defective item? 

In the unfortunate event that you receive a defective product, we do sincerely apologize. Please keep in mind that we do not manufacture them, therefore, we have no control over the defective rate. However, we are here to help and will be happy to assist you with a replacement within the allotted warranty period.Please contact Xiertekusa.com via e-mail at rma@xiertekusa.com  or by phone at 1-909-627-0777, along with the item # and reason to be replaced, your invoice number, and purchase date. 

RMA Request For a complete overview of our return policies, please visit the following locations: RMA Section, Request for Refund, or Repair & Replacement. Fill out the appropriate form and fax it back to 909-627-0777 or write e-mail to  rma@xiertekusa.com.  

How do I contact a customer service? 

You can reach us through our local telephone number at : 909-627-0777 or by fax at 909-627-0778 Or if it's easier, you can contact our via e-mail at info@xiertekusa.com .In order for our employee to assist you effectively, please be specific regarding the hardware being used, as well as the problem you are experiencing. Please also be sure to include your order number and/or invoice number.

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