Shipping & Return Policy
(1) Non-Defective Product Return Procedure (USA)
(1.1) IMPORTANT NOTICE: If a customer purchases the wrong item and requests a product exchange, we will ship a replacement item (exchange) only if the replacement item and freight charges (if any) have been paid in full prior to shipping, OR if incorrectly purhcased item is approved for return and received by us before shipping of any replacement.
(1.2) Most products can be returned within 20 days from receipt of the merchandise. It is necessary to receive a valid Return Merchandise Authorization (RMA) number from us in order to return a product. Plesae note, some RMA number requests can take up to 5 days for issuance. Any item(s) returned without a valid RMA # will be automatically refused. You can request a RMA number by emailing, calling or by submitting a form to us. Once approved, RMA numbers are valid for only 2 weeks after issuance. Some returns can take up to a maximum of 2 weeks for your credit card to be refunded after product is received. However, the norm is usually 2-5 business days after receipt of return before a refund is issued. We request for customers to please be patient during the return process.
(1.3) Return requests must be made within 10 days of receiving merchandise to ensure timely processing.
(1.4) Returned product must be in new condition and received by us within 20 days from date of delivery to customer.
(1.5) No returns whatsoever are accepted after 20 days from date of delivery to customer. *No returns or refunds allowed for SOFTWARE products after license key has been issued.
(1.6) Submitting a product return request is not always an automatic guarantee of return approval.
(1.7) All non-defective product returns are subject up to a 20% restocking fee or up to a $25 return processing fee, whichever is greater.
(1.8) All credit card processing terminals (i.e. VeriFone Vx520) have a flat $25 re-stocking fee per return.
(1.9) In order to receive a credit, the product must be returned in new condition with all original packaging and components to include but not limited to: plastic wrapping, cables, plastic ties and all product documentation must be in the box and in like new condition. The product must be without scratches, dirt, or any other distressed marking. The product’s box must also be in new condition with no writing/markings, dents, holes or any other kind of obvious blemishes that were not on the box when first shipped. If any of the previous conditions are present during inspection of an item, the return request will be denied and product returned to customer.
(1.10) The returned item must be double boxed (which is how it was when first shipped) so the box the product is contained in does not get damaged and marked during the return shipping process. Product received without double box packaging is automatic grounds for RMA denial, and the product will be returned to the address it was sent from.
(1.11) If the returned item shows excessive signs that it was removed entirely from the original packaging and used ,or is considered not in a satisfactory factory-fresh condition, a refund will be denied and item returned to customer.
(1.12) For all non shipping error returns, the customer is responsible for all return freight charges.
(1.13) We will match the serial # of the returned product to the serial # of the product originally ordered. If the serial numbers do not match, the return claim will be automatically cancelled and the product sent back to the address on file.
(1.14) The customer should return product with a traceable tracking number #and the tracking number be emailed to firstname.lastname@example.org (with name of shipping carrier), so we can track package progress back to our warehouse. If a returned item is lost in transit and cannot be traced, POSCatch cannot be held responsible, and a refund will not be issued.
(1.15) Order processing errors: If you were sent a wrong item by us, and it is shown that the error was ours, we will pay for return shipping charges. Please contact us ASAP if you received an incorrect item.
(2) Non-Returnable Product (USA & International)
Please note that some products cannot be returned, and they are: software licenses, receipt paper, printer ink ribbons, all printer interface cables, all scanner cables and other scanner peripherals (to include stands and replacement parts), all printer accessories (to include wall mounting brackets, splash guards, power bricks/supplies, etc.), cash drawer accessories (to include RJ cables, mounting brackets, inserts, locks, etc.), barcode labels and ribbons, product identified as a 'special order' item, and any product that has “NC/NR’ (non-cancellable/non-returnable) noted in the item description. If you are unsure whether or not you can return an item, please contact us and verify before you purchase.
(3) Defective Product Procedure/Warranty Claim (USA)
(3.1) If you receive a product that is dead on arrival (DOA) or is not functioning properly, please contact us ASAP so the following can be performed:
a. Troubleshoot the product to ensure it is defective (either by us or the manufacturer’s tech support).
b. If the manufacturer’s tech support troubleshoots the product, an ‘incident number’ or ‘ticket number’ will be required by us.
c. Issue a Return Merchandise Authorization (RMA) number so you can return the product.
d. Send a replacement product.
(3.2) We can only support warranty product claims up to 20 days from date of delivery.
(3.3) We must be notified of defective products within 10 days of delivery. We will issue an exchange for a product that is found to be defective after troubleshooting. If the product fails after the first 20 days from date of purchase from us, then you would contact the manufacturer for a return/exchange under the terms of the manufacturer's warranty claim guidelines.
(3.4) If a product is returned under warranty claim status, and we find that a product’s damage was not due to defect in craftsmanship but to incorrect operation or mistreatment by the user, a warranty claim will be denied and product returned to customer. Customer would have the option of sending the product directly to the manufacturer for a fee based repair service.
(3.5) We will match the serial # of the returned product to the serial # of the product originally ordered. If the serial numbers do not match, the warranty claim will be automatically denied, and the product will be sent back to the customer.
(3.6) It is preferable that the customer return product with a shipment tracking number, and the tracking number be emailed to us so we can track package progress to our warehouse.
(4) USA Order Shipping Procedures: Claims, Transit Times & More
(4.1) We sell direct to customers within the USA only. All International customers can purchase our product via the International Checkout service by clicking the International Checkout button in the cart.
(4.2) We do not have a minimum order amount to qualify for our standard FREE shipping offer.
(4.3) Continental USA Shipping Method is FedEx/UPS 2 - 4 business day service for most products: However, products that ALWAYS ship default Ground service are: cash drawers, all SAM4s products, all SNBC printers, all POSBANK USA products, all Viage (Cardcom) products, all Whozz Caller ID boxes, all MicroPlus Kitchen Display Systems, all cables, all printer replacement media (labels, ribbons paper rolls) and any product we do not have in stock that is drop shipped form the manufacturer's warehouse to the customer. A customer can request faster delivery time for these products; however, additional freight charges are required.
(4.4) Alaska & Hawaii available shipping options are 2 day air or next day service and will incur additional freight fees. We do not offer free shipping to AK and HI at this time. Please note that 2 day and overnight shipping service to HI or AK are often times delayed (usually by 1 day) by the freight carrier. We cannot guarantee the product will arrive on time when shipping to AK or HI.
(4.5) Orders weighing more than a combined 150 pounds may be subject to additional shipping fees and will ship default Ground service. In addition, any order weighing more than a combined 80 pounds is subject to ship Ground service by default.
(4.6) An order will usually ship the same day it is placed (excluding weekends and holidays), providing the order is received by us no later than 4:00pm (Eastern Time Zone) and on a weekday from Monday to Friday. Furthermore, an order will only ship same day service providing the item is in stock and no unforeseen circumstances have occurred such as computer network outage or extreme weather conditions, for example.
(4.7) Some orders may be delayed if we do not have the product in stock and we drop ship the order direct from the manufacturer. We will notify the customer if we need to drop ship a product and give an estimated arrival date.
(4.8) POSCatch.com is not liable for shipping errors made by the shipping service (i.e. FedEx) after an order has left our facility.
(4.9) POSCatch.com is not liable for any lost or stolen items once deliverd to customer's address or while in transit.
(4.10) All expedited orders (i.e. overnight delivery) require a freight quote. Please contact us directly for an expedited freight quote or choose an expedited shipping option in your cart at time of checkout.
(4.11) Orders are generally delivered from Monday to Friday by default. Please call us directly if you require weekend delivery. No orders (to include overnight orders shipped on a Friday) are delivered on the weekend/Saturday, unless special Saturday delivery service is requested by the customer for an additional shipping charge. Please note that Saturday delivery is not available in all areas.
(4.12) We do not ship to the following address/business types: (A) post office boxes (and other such similar services), (B) unconfirmed addresses, (C) freight forwarding (repackaging services) of any kind.
(4.13) Orders returned as "undeliverable" or "refused" will be charged a minimum $35 re-route fee that is required from the shipping carrier (UPS/FedEx) and a possible restock fee.
(4.14) Orders shipping to an APO or FPO address are subject to a minimum $20 shipping fee and additional ship time of approximately 7 days. Customer will be notified of the exact shipping & handling charge. APO shipping fees must be received prior to order release. Any order shipping to an APO address will only ship via USPS and must conform to the USPS APO address regulations.
(4.15) After we ship an order, the actual delivery date becomes the responsibility of the freight carrier (FedEx/UPS) that is in possession of the package. For example, if you paid extra for overnight delivery for an item (and we shipped the item via overnight service) but the freight carrier took 2 days to deliver the item, there is unfortunately no action we can take to remedy that due to freight companies are independent from us.
(4.16) Any order requiring a shipping address change after shipment could be assessed up to a $35 package redirect fee that can be charged by the freight carrier.
(4.17) It is important that the bill-to and ship-to address of an order can be verified for the account holder of the credit/debit card or PayPal account used for payment so order processing is not delayed. Moreover, all orders with a ship to address suspected to be fraudulent will be held and eventually cancelled and a full refund issued within 5 business days if we are unable to verify that a ship to address is legitimate. NOTE: shipping to a freight forwarder can be automatic grounds for order cancellation.
(4.18) If an order/product is received with obvious shipping damage (i.e. puncture hole in exterior box and crack on product), please contact us ASAP for resolution. All shipping damage claims must be reported to us within 2 days of delivery, and damaged merchandise returns are only accepted within 20 days from date of delivery.
(4.19) Undeliverable Orders: A freight carrier (UPS/FedEx) will usually attempt to deliver a package up to 3 times before it is retuned to us. Generally, the freight carrier will contact us for our assistance in locating the customer to schedule an order delivery time. We and the freight carrier will do our very best to contact the customer to arrange a delivery time. If the customer cannot be contacted after 3 delivery attempts, the freight carrier will automatically return the order to our warehouse. An undeliverable order will be refunded to the customer’s method of payment (card or PayPal) once the product is received, minus the freight carrier’s return shipping fee and a restocking fee if applicable.
(5) Backordered Product Policy
(5.1) If you order a product that is out of stock, we will notify you immediately of such. We will inform you when the product is expected to arrive. We will try to find an alternative item that is in stock that meets your product requirements needs. We will inform you of the alternative product's specifications. If you decide not to purchase the alternative product and are unable to wait for the product you ordered to be delivered, then we will cancel the order and issue you a full refund.
(5.2) If an item is expected to be on backorder for an extended period of time, and there is no comparable item to substitute, we will automatically cancel the order and issue a full refund to the customer.
(6) Order Cancelation By Customer Policy
An order cancelation must be received by us prior to shipping so a 100% refund can be issued. If the order has shipped and is in transit to the customer, the customer will be charged a $35 order re-route fee by the shipping carrier to send the product back to our warehouse, or a product refusal fee that the shipping carrier will charge if the package is refused by customer at time of attempted delivery. This $35 will be deducted at the time a refund is issued to the customer's credit card. Please note that any order cancelled after the product has shipped is also subject to the standard 20% restocking fee (if applied) in addition to the $35 shipper re-route/refusal freight carrier fee.