Soltec Corporation

FAQ
How do I order a replacement product manual? Who do I contact to schedule a demonstration at my facility? Where do I sign up to receive notification of upcoming events, demonstrations, and product specials? How do I determine delivery status of an outstanding order? Is there a minimum purchase requirement? Who do I contact regarding recorder chart paper, and/or recorder pen and ink blanket orders? Does SOLTEC provide "drop shipping" directly to the customer? If I need to expedite an order, are there any additional fees? What major shipment carriers may I use to send or receive shipments? What major credit cards are accepted? What is the protocol if I am a new customer? How do I check status on a pending order? Can I change the shipping status after an order has been submitted? Are there special procedures for International orders? What is the return policy? Is there a return fee? How do I return an incorrect item received? What is the procedure for returning a product for service/repair, or calibration? What is the procedure for returning a demonstration unit? I need the same product that I use in Japan/ Europe for use in North America (USA, Canada, Mexico.) Can I purchase it from SOLTEC with a warranty? How do I order a replacement product manual? Many SOLTEC product manuals are downloadable, free of charge, from our product literature page. You may also contact us or place an order online to receive a manual on compact disc, or in a printed format. If you do not see a manual listed on the website, please contact us. Who do I contact to schedule a demonstration at my facility? Contact SOLTEC's Corporate Headquarters with demonstration, training and support requests. (800) 423-2344 or (818) 365-0800 Ext. 411 Where do I sign up to receive notification of upcoming events, demonstrations, and product specials? Fill out the Request Information Form or contact SOLTEC's Marketing Department. Marketing@SoltecCorp.com (800) 423-2344 Ext. 350. You may un-subscribe to our e-mail list at any time. Any personal information that you provide remains confidential, and is not sold to third parties. How do I determine delivery status of an outstanding order? Send an e-mail to Operations@SoltecCorp.com requesting delivery status. Provide company name, purchase order number, who to contact, and telephone number. Is there a minimum purchase requirement? Yes, we have a $50 minimum purchase requirement. Who do I contact regarding recorder chart paper, and/or recorder pen and ink blanket orders? Contact Marisol Barajas (800-423-2344 Ext. 411) or Sales@SoltecCorp.com Does SOLTEC provide "drop shipping" directly to the customer? Yes, we can "drop ship" directly to the customer, please inform Sales staff when placing your order. If I need to expedite an order, are there any additional fees? Yes, additional fees do apply when expediting an order. Expediting fees vary depending on order urgency and location of the manufacturing plant. Ask our Sales staff for details. What major shipment carriers may I use to send or receive shipments? UPS, Fed-Ex, DHL, Airborne Express, Excel Global, and BAX Global What major credit cards are accepted? Visa, MasterCard, and American Express What is the protocol if I am a new customer? Since you are a new customer, if you desire terms, you must provide a Credit Profile, which includes: 3 Credit References, 1 (preferably 2) Bank References, and a basic history profile of your company. How do I check status on a pending order? Contact our Sales staff and you should receive a response within 24-48 hours. Can I change the shipping status after an order has been submitted? Yes, shipping status may be changed anytime prior to shipping. Please Note: Our Sales staff must be notified by 2 pm (PST) on the day shipment is scheduled. Are there special procedures for International orders? Yes. Please request Sales staff to forward a copy of our International Terms and Conditions prior to placing your international order. What is the return policy? Is there a return fee? Please call us for a return authorization on D/C number prior to returning any product. Once approved, a D/C (routing number) will be issued. Products may not be returned without a D/C number. After careful inspection of the product, the return will be accepted or denied. Our Accounting Department will contact you with further information. How do I return an incorrect item received? Please call our Sales staff for procedural information regarding incorrect items shipped to your company. What is the procedure for returning a product for service/repair, or calibration? SOLTEC provides Repair and Calibration Service for SOLTEC & Kyowa products only. 1. Call or fax SOLTEC Service/Repair Department to obtain a RMA number. The RMA number referenced on all paperwork sent to SOLTEC should appear on the shipping container and the address label. Please include a business card, name of a person to contact, and a description or the problem. 2. Pack the instrument carefully and ship to: SOLTEC Corporation 12977 Arroyo Street San Fernando, CA 91340 Attn: RMA# 3. After your instrument arrives, it will be inspected to determine the parts and labor time required to complete the work. A price quotation will then be provided. Certificate of Calibration (NIST Traceable) can be provided for $35. MINIMUM charge is 1 hour labor, which is $95. 4. Work will be completed after you provide written authorization to proceed, and issue a PO# or credit card information. Normal turnaround time is 5 to 10 working days but can vary widely, depending on the nature of the repair and the availability of parts. If you need faster turnaround, please let us know ahead of time and we will make every effort to expedite your repair/calibration. What is the procedure for returning a demonstration unit? Please contact the Sales Department at 818-365-0800 Ext. 411. I need the same product that I use in Japan/ Europe for use in North America (USA, Canada, Mexico.) Can I purchase it from SOLTEC with a warranty? Yes. Simply call or e-mail our SOLTEC Engineering Sales staff and advise the application, product needed, and product model numbers if you have them.