How long does it take? Short answer: usually within 3-5 business days within the continental United States. The more thorough answer: generally, all products are shipped within 2 business days. All exceptions are either specifically stated in product details (please check your order/invoice email) or are communicated to to the customer prior to shipment. We constantly try to find a balance between Shipping Costs and Speed/Reliability of Delivery. For shipments within continental US, we often use UPS Ground or USPS Priority delivery options. All shipments from outside USA use a priority dispatch service (depending on point of origin) with Tracking Number. We are just as interested in getting your order to you, as you are eager to receive it.
2. What is the country of origin for RADEX devices? All RADEX devices are manufactured in Russia by Quarta-Rad Ltd., a design and manufacturing firm based in Moscow, Russia. For more details, please see the manufacturer's site http://www.quarta-rad.ru
3. What is your affiliation with Quarta-Rad Ltd.? We are an approved distributor of Quarta-Rad (RADEX, SINMOR) products in Europe, Asia and North America.
4. What Product Warranty is provided for RADEX/SIRAD devices? All RADEX devices come with Manufacturer`s Warranty (6 months or 1 year depending on product, see your invoice for more details). However, please be aware that the fulfillment of this warranty is the responsibility of the seller. As a valid distributor of RADEX devices, we are responsible for repair/replacement. If your device is malfunctioning or is broken, please contact us with Purchase Order Number, device Serial Number and a brief description of the problem. (additional FAQ - "Warranty Support flow" provided below) Note: Damage to device due to fall, dropping of device, tampering of device, immersion in liquids, and damage to LCD screen are not covered by the warranty.
5. Warranty Coverage, Exchange, Returns
If your device is damaged during order fulfillment or breaks while the Manufacturer's Warranty period is in effect -- we will repair or replace it with the same model free of charge.
6. Can I return a device if I am not happy with it? All sales are final. Returns due to a valid defect will be exchanged in accordance to the Manufacturer's Warranty. We do not have a "No Risk - Return" policy.
7. Warranty Support flow - How to Start the process
Step-1: Send us an email: [email protected] include the following:
Model Number
Order Number/Date of Purchase
Description of the Problem
Step-2: We will review the information you sent and provide you with a Support Center shipping address and a valid Return Authorization Number (RMA #). Please be aware that:
a. Packages without the RMA # will NOT be accepted. Shipping costs to the Support Center are to be paid for by the customer. Step-3: Upon receipt we will confirm the problem and attempt to repair the device or locate a replacement. Your repaired item (or a new item) will be shipped to you at no cost. Please allow 3-5 weeks for this process (we will strive to complete it as soon as practical).
8. Exceptions to Return Process
We evaluate all exceptions to the normal return process on a case-by-case basis. Please be aware that if an exception is granted, you will be charged a Restocking Fee (usually a minimum of 25-40% of the Item`s Original Price, depending on product).
9. Additional Questions
If you do not see an answer to your question above, feel free to write to us with your specific question. Our primary Customer Service contact:
Our corporate office number: (201) 877-2002
