Q: How do I know if my order qualifies for free shipping?
A: We're happy to offer Free Ground Shipping on online orders to our customers who have a total purchase that exceeds our Free Shipping threshold of $99.00. Free shipping is only available to customers shipping Ground in Canada. Orders shipping 2 Day, Overnight or Express will not be eligible but can be upgraded at the checkout for an additional cost.
Q: What are my shipping charges if my order doesn't qualify for free shipping?
A: Click here to view all shipping rates and options. You will also see all your options and costs at the checkout process. All prices listed include Shipping, Duty and Brokerage.
Q: How do I know if my item is in-stock or not?
A: Every product has an Availability noted on our website and on your order confirmation email. The Availability displays how many we have in stock or an estimate on how long it will take us to get that product ordered and delivered to us from the manufacturer. If your order contains special order items, you will be contacted with the availability estimates for those items. It’s important to note that standard order processing and transit times are not included in this estimate (see the following two Q&A for more details).
Q: When can I expect my order to ship out?
A: All in-stock orders for which payment has been approved will be processed within 24 hours from Monday to Friday. Items that are not-in-stock will take additional lead time prior to shipping (see below for details). If you would like detailed turn around or lead times, please contact us. If your order has multiple products with varying Availability, your order will be shipped once all the items are available at our warehouse. If you would prefer to break down the order, let us know (additional shipping costs may apply). International shipments take longer to prepare due to the additional paperwork required as well as the additional transit times, you will be contacted with this information.
Q: When can I expect my order to arrive?
A: In addition to the product availability and order processing times noted above, please allow for courier transit times. See here for standard transit times as well based on the method of transport you selected. Our transit estimates are calculated based on the typical transit time from pick-up to drop-off. International orders will require longer transit times.
Q: Will I receive a shipment tracking number for my order?
A: Yes. As soon as your order is processed, we will email you a shipping confirmation notice that will include your tracking number (when applicable). To ensure you receive this as well as other order communications, please add our address to your email safe senders list, address book or contact list.
Q: What are the terms and conditions regarding my order?
A: Prices on the website are valid for orders placed online only. Not valid by phone, email, fax or in store. Prices are F.O.B. our warehouse and are subject to change without notice. Prices do not include applicable taxes and shipping costs. We do our best to offer you the best pricing. On occasion it's possible that pricing errors occur. We will do our best to honour our advertised prices and make the situation right, however, in certain cases where this is not possible we reserve the right to cancel your order.
Q: Why haven't I received my order & shipping confirmations?
A: These emails go out automatically every step of the order processing from our system. To ensure you receive these emails as well as other order communications, please add our address to your email safe senders list, address book or contact list.
Q: What is your return policy?
A: If for any reason you are not 100% satisfied with a product you receive from us (not including calibration certificates), you may return the regular stock product within 30 days from the time of receipt, for a full refund or exchange of the product you purchased (less any shipping costs). Within this time, products may be returned; freight prepaid and must be in their original packaging and in resalable condition.
Returns for items not shown as being in stock at the time of purchase may be subject to restocking fees based on the return goods policy of the manufacturer, as well as shipping or other fees.
Shipping errors, missing items or damages must be reported to us immediately. (Damages should be accompanied by a signed bill of lading acknowledging the damage).
Items returned will be inspected for damage or misuse at which time they may be subject to restocking fees, other fees or refused, prior to the issuance of any credit.
Q: What are my payment options?
A: We accept American Express, VISA, MasterCard, Discover, PayPal, wire transfers as well as cheques and purchase orders on approved credit for customers that have registered for our Member Store (ITM.com/signup). Accepted methods vary by country. We conform to all PCI compliance policies in order to secure your credit card information and identity.
Q: What if the image/description on your website doesn’t match what I received?
A: We at shopExtech.ca do our best to keep the images and product descriptions up-to-date. The images we use are for illustrative purposes only. Refer to product description, data sheets or contact a sales technician for more information. If conflicting information occurs, shopExtech.ca will do our best to make the situation right (refer to return policy above) however, we will not be held liable for incorrect images or product descriptions.
Q: What warranties do you offer on your products?
A: All items ship with the Manufacturer's standard warranty and are subject to the Manufacturer's terms & conditions. Should the item fail within the Manufacturer's stated warranty time period, please contact us to make arrangements to have your item repaired or replaced.
Q: Do I need to budget for duty and brokerage fees?
A: All listed shipping charges include duty and brokerage fees. This includes orders qualifying for free ground shipping.
Q: Are all products available for export outside the domestic markets?
A: Some product lines that we market within North America are not available for export outside the domestic market. Because this is a contractual obligation with these manufacturers, there are no exceptions. If you order items that cannot be shipped to your shipping address, you will be advised. In this case, you can either supply a new shipping address or we can cancel the order at your request.
Q: What is the best method for me to get in touch with one of your product experts?
A: Our product experts are available by email, live chat, Disqus and phone Monday to Friday from 8am to 7pm (EST). All emails sent outside these hours are handled the following morning with the highest of priorities.
Q: Do you offer NIST Traceable Calibration Certificates with your products?
A: Yes - We have several in-house certified Calibration laboratories with trained and qualified technicians offering certificates including data and uncertainties.
Q: What is NIST and why would I need it?
A: NIST stands for the National Institute of Standards and Technology. It is a non-regulatory federal agency within the U.S. Department of Commerce that works with industry to develop and apply technology, measurement and standards.
The NIST certificate of calibration provides confidence that your test equipment has been calibrated accurately.
NIST's mission is to promote U.S. innovation and industrial competitiveness by advancing measurement science, standards, and technology in ways that enhance economic security and improve our quality of life.
Q: I need an official invoice for my statement of expenditures. How to obtain it?
A: As soon as your order is processed, we will email you a shipping confirmation notice that will include a copy of your invoice. To ensure you receive this as well as other order communications, please add our address to your email safe senders list, address book or contact list. A copy of your invoice can be sent to you on request. Just send us an e-mail on this matter.
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