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Customer Service |
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| Testimonials |
| I`m impressed with Cendirect`s fast service. I posted on online question about a product and had a reply within an hour.
I went ahead and ordered that item I asked about and it was delivered to me the next day, Montreal to Toronto.
Fast, fast, fast. Who could ask for more. |
| By: Dave M |
| See/add testimonials |
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| Customer Service: |
We value your input and promise that we'll be responsive to your ideas and concerns.
While we will try to respond to every email personally this may not always be feasible.
If your inquiry is in regards to a specific product or transaction with
Cendirect.com
you will receive a personal reply.
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| Store Hours: |
The Cendirect.com
On-Line store is accessible through the Internet at all times. Our personnel however,
are at your service Monday through Friday between 9:00AM and 5:00PM Eastern Time.
Should you have to call us for any reason we can be reached during the above hours
at (514) 368-6825 or by sending us a fax at (514) 367-4043. Our head office mailing
address is:
Cendirect.com
9641 Clement St.
LaSalle, Quebec, Canada
H8R 4B4
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| Viewing Products: |
Choose from tens of thousands of different products by Browsing the Category tabs and Subcategory selections,
as well, you can access our inventory database through Advanced Search,
our inventory search utility with user definable parameters. If you're in a hurry just enter a
product's name in our "Product Search" to bring up all product descriptions containing
your keyword.
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| Selecting Products: |
Clicking the "Add"
or "Buy" button will add
one unit of the displayed product to your shopping cart and show
you the current contents of your shopping cart. At this point you may change the quantity
by selecting your appropriate amount from the drop-down Qty selector and the shopping cart will automatically update the extended total.
The revised view of your shopping cart will reflect any changes made. If you wish
to remove anything from the shopping cart, simply press the Red Remove button.
Once you are satisfied with its contents you may continue shopping or proceed to the checkout by clicking the appropriate action.
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| Restrictions: |
Product descriptions that contain the designation "GOVT" are exclusively destined for government
use. Any purchases of these products requires a Federal, Provincial or Municipal Government Purchase Order.
Product descriptions that contain the designation "ED" or "AE" are exclusively destined
for educational use which includes any not-for-profit educational institution recognized by the minister of
education, as well as post secondary students attending such institutions. Any purchases of these products
requires an Educational Institution's Purchase Order, while eligible students must fax a copy of a valid
student identification. Cendirect.com must receive a fax of the necessary documentation before orders can be
processed.
Some products designated as OEM in our catalogue are only sold to companies with valid OEM agreements in force with the respective manufacturer.
Contractual restrictions with our vendor partners do not permit Cendirect to ship orders outside of Canada.
Contractual restrictions do not permit us to ship Apple, Compaq, Hewlett-Packard, IBM or Toshiba
branded products outside of Canada.
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| Checkout: |
If you have not set up an account: you will be asked to create a new account. The account info will remain on file.
The account setup process will ask you to provide some personal information. Your name, billing/shipping
addresses, postal code, email address, daytime phone number, etc. This information must all be filled in before we can accept
your order.
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| Order Confirmation: |
Once you have concluded your transaction, our system will issue an order confirmation number. Please jot down
this number as it will be required for any order inquiries that you may make. Our system will also generate an
electronic order confirmation that will be sent to your email address within approx 4 hrs. confirming stock
status and delivery. If you lose your confirmation number, you can always click on Order History in the Customer Service Box on the
left panel.
For on-line orders which are received outside of our regular office hours (Mon.-Fri. 9:00AM–5:00PM ET), all in-stock items are reserved and billed directly to your credit card with invoicing and shipping scheduled for the next business day – Once you have received either your order confirmation number or order confirmation email, order changes or cancellations by the customer can no longer be accepted.
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| Payment: |
All prices are quoted in Canadian dollars.
We accept Visa or MasterCard as payment.
Of course, your credit card will not be charged until your order is confirmed and released to the warehouse for shipment to you.
Tax Charges on Canadian Order Destinations:
Alberta: GST
British Columbia: GST and PST
Manitoba: GST
New Brunswick: HST NB
Newfoundland and Labrador: HST NL
Nova Scotia: HST NS
Ontario: HST ON
Prince Edward Island: HST PE
Quebec: GST and QST
Saskatchewan: GST
Territories: GST
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| Shipping: |
IMPORTANT: Cendirect.com processes orders electronically 24/7 as they are received in our system – we are NOT able to cancel orders, FOR IN-STOCK ITEMS, once you have submitted your order to us.
Merchandise returns are always possible but the customer will incur additional charges (Please see “Product Returns and Credits” section below).
Orders received (Mon. to Fri.) by 4:30PM ET, for in-stock computer equipment, are shipped same day while Consumer Electronics products are shipped the following business day. We use Purolator, UPS, FedEx or
Local Ground Couriers at the discretion of the warehouse of origin. Orders received after 4:30PM ET Friday ship the following business day. Transit times across Canada generally vary from one to six business days.
If you're like most of our customers you'll receive your order within one or two business days.
Prices for backordered product are not guaranteed and will be invoiced (and re-priced if necessary) with current costs and exchange rates applied. Any orders that are re-priced higher than the originally ordered price will ship only with your prior approval.
Any BACK ORDERED products NOT subject to re-pricing will be invoiced and shipped automatically as stock arrives from our suppliers.
Our policy is to NOT charge anything to your account until after merchandise has been released for shipment by our suppliers.
Cancellation of back orders: The request to cancel any product(s) on back order must be sent to Cendirect by replying to the order confirmation email and can be considered only if the product has not yet been shipped by the supplier.
Cendirect requires an advance notice of 24 business hours before any request for cancellation can come into effect. Once an order is already in transit from our supplier, a cancellation is NOT possible without the customer incurring re-stocking charges.
Extra shipping charges generally apply to the following;
• Overweight orders – weighing more than 22kg.(50lbs)
• For oversized orders - (e.g. large screen displays, large laser printers/plotters, racks, projection screens etc.)
• Canadian orders shipped to the Maritime Provinces, the far North, excessive distance destinations and exports.
• Consumer Electronics products specifically excluded from the flat rate shipping fees on our website (these are added and appear at time of order placement)
If your order is subject to a weight, insurance value or remote destination surcharge that is NOT automatically added to your order at time of on-line order placement, our Order Confirmation email will advise you of the exact amount and we will ask for your approval before the order is accepted for processing. Nothing is billed or shipped until you pre-approve any extra costs. All shipments within Canada include insurance. Sorry, we do not ship to P.O. boxes unless the customer is in a rural area and can confirm there is an agent authorized to sign, on the customer’s behalf, for receipt of the order. This authorized agent must be available at the PO Box weekdays during business hours.
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| Missed Deliveries: |
If a customer is not available at the delivery address when the carrier attempts delivery, the order will be held at the carrier’s local depot closest to the customer’s delivery address for a period of 4 business days.
During this 4 day period, the onus is on the customer to make arrangements with the carrier to take delivery of the order at the carrier’s warehouse.
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| Refused, Returned or Undelivered orders: |
Cendirect.com charges a $70.00 fee to customers who refuse delivery of their orders or whose orders are undeliverable during regular business hours at the address the customer has submitted with their order and are
not subsequently picked up by the customer at the carrier’s local depot during the 4 day grace period described above.
The above is in addition to any applicable re-stocking charges and/or shipping costs which are non-refundable for refused, returned or undelivered orders.
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Product Returns
and Credits: |
Please Note: The following terms apply to all Product Returns categories listed below;
- Shipping and handling charges are not refundable.
- Cendirect.com does not offer any Price Protection policies.
- Cendirect.com does not accept refund requests for any product after it has been discontinued by the manufacturer.
- The customer is responsible for all return shipping and insurance costs unless specified otherwise in Cendirect.com’s RMA instructions.
- The customer must request, and receive, a Return Merchandise Authorization (RMA) from Cendirect.com BEFORE returning ANY product.
- Products RMA’d to Cendirect.com without all original packaging, manuals, software and accessories will not be accepted for refund, only warranty repair.
Exchanges or Credits for: Factory Sealed Product(s)
Cendirect.com will accept most, but not all, products for exchange or refund within 30 days of purchase provided that the product is returned in its original Factory Sealed condition, NOT having been in any way, opened, used or tested by the customer. Special order items, memory products and Toshiba notebook computers are not accepted for return unless the customer receives special prior approval directly from the manufacturer. Any approved returns are subject to a minimum 15% (fifteen percent) restocking charge based on the original purchase price.
Upon receipt and inspection of your returned Factory Sealed Product we will issue a refund of the product purchase price*, less a re-stocking charge of the greater of $10.00 or minimum 15% of the original purchase price. Please allow approx. 14 days for the processing of RMA refunds to your account.
*This 30 Day Return Policy for Factory Sealed Product is not a Price Protection policy. Due to price changes inherent to the technology industry, if the price of a product changes between the time of purchase and our issuance of an RMA, Cendirect.com will base refunds only on the lower amount.
Exchanges, Repairs or Credits for: Non-Defective, Opened Product
Cendirect.com does not accept any opened product for exchange or refund unless the manufacturer's warranty specifies a money-back guarantee. We will gladly forward any available information or specifications that will assist our clients in making an informed decision before buying, however, once opened, we cannot credit products because of errors in ordering or compatibility issues with existing systems.
Exchanges, Repairs or Credits for: Defective, Opened Product
Most, but not all, manufacturers offer a DOA (Defective On Arrival) exchange policy on their products for up to 30 days after purchase. Before requesting an RMA for a DOA product, the customer must first contact the manufacturer’s support desk See Vendor List to determine;
- If the vendor offers a DOA exchange policy on the product
- If your product qualifies for DOA exchange through Cendirect.com
- To obtain from the vendor a “Case Number”, where required, to facilitate the RMA through Cendirect.com
Cendirect.com always requests that the manufacturer issue a refund for any DOA RMA request that we receive from our customers. Final resolution is always determined by the manufacturer’s warranty and returns policy and may require, repair under warranty or exchange under warranty for a new or re-manufactured product in lieu of a refund or credit. The processing of your RMA request can take up to 10 working days. Once Cendirect.com receives a reply from the vendor, you will be notified of the procedure to follow in our RMA instructions that will be sent to you by email.
Once you have determined that your request falls within the above guidelines please click here to continue filling out our on-line RMA Request Form.
Jurisdiction
Any claim to recourse regarding a transaction between a customer and Cendirect.com shall only be initiated and decided before the Quebec provincial courts located in Montreal, Quebec, Canada. The customer hereby accepts the foregoing jurisdiction as the sole venue for the settlement of all and any disputes.
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| Warranty & Support Services: |
While the length and terms of the warranty will vary from product to product, we only sell new, factory
fresh products that are covered by a manufacturer's warranty. Since most manufacturers provide nationwide
on-site and/or depot service, we encourage our customers to contact the manufacturer directly for warranty
service issues. To facilitate the flow of information, we maintain a complete Vendor Index with many
toll-free numbers provided. For products not offering Canadian warranty service, we will generally replace
defective software and, at our option, repair or replace defective hardware after it is returned to us
prepaid through our RMA Request procedure. If you have any questions, concerns or comments regarding our
service arrangements please feel free to contact us.
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Information and Pricing Disclaimer: |
In the event of an incorrect price or incorrect information due to typographical error, data error
received from our suppliers or any other cause of information error on our website, Cendirect.com
reserves the right to refuse and cancel any order received for any product listed at the incorrect
price and/or with the incorrect description.
Cendirect.com shall have the right to refuse and cancel any such order whether or not the order
has been confirmed and/or invoiced and/or the customer's credit card has been charged. If the
customer's credit card has already been charged and the order is cancelled, Cendirect.com's sole
responsibility shall be to issue a credit to the customer's Visa/MasterCard account refunding the
amount of the original charge.
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Pricing in Canadian Dollars
