Customer Service

Thank you for choosing ServerrackPro.com! We work hard to provide our customers with the best possible customer service. See the FAQ's below for answers to commonly asked questions. If you don't find an answer here, please let us know!

Ordering Online

Is your web site secure?

Shopping with your credit card with www.ServerrackPro.com is guaranteed to be safe and secure.

We take extensive steps to process thousands of Internet transactions securely and safely. Our secure server software (SSL) is the industry standard for securing credit card transactions over the Internet.

This software encrypts all your personal information into an unrecognizable code that is securely transmitted from you to us. When this encrypted information reaches our secure server, we translate it back to its original form and store it safely offline and inaccessible through the Internet.

To continue our commitment to your security, every credit card processed is run through an address verification process to verify that the card is registered to the billing address on the order. Please note that the charge for your order will appear on your credit card statement as "i-Tech Company."

We are dedicated to providing you with a secure, worry-free shopping experience.

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Can I place my order over the phone?

Absolutely! We understand it's sometimes easier to talk to a "real person" when placing an order. Call us toll-free Monday thru Friday between 9 AM and 5 PM Pacific time at 888-483-2418. If we are assisting other customers,  we may not be able to answer the phone. In this case, please leave your name, number, and best time to return your call and we will get back in touch with you as soon as we can.

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What are my payment options?

We accept Visa and Mastercard as forms of payment. It is our policy to not charge your card until we confirm that your order has shipped. We do, however, obtain an authorization on your card at the time of your order for the full amount of your order. Please note that this may appear temporarily as a charge on your account statement, but it is an authorization only and usually will go away after 24-48 hours.

We also obtain authorizations for the outstanding balance of your order if a) your order partially ships or b) the existing authorization is about to expire. Should the re-authorization not be successful, we will contact you for new payment information. If we are not able to obtain a valid authorization, we reserve the right to either cancel your order or charge your card for the outstanding balance of your order. If, after we charge your card as a result of not being able to re-authorize, you wish to cancel your order, please contact us and we will refund your card provided that your order has not yet shipped.

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How can I check the status of my order?

When you place an order with us, you will receive a link that will allow you to track that order. Once your order ships you will receive another email with tracking information (if available).

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Will I receive confirmation of my order?

After placing an order you will get a confirmation email within 10 minutes. If you place an order with us and don't get an confirmation email check your "junk" mail folder—it will probably be in there; otherwise, send us an email and we'll send one out to you.

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Do you charge sales tax?

You will only be charged tax if you are a resident of California. We are required by law to charge sales tax on orders shipped to California addresses, which is calculated and itemized during the online ordering process. No sales tax will be applied to orders shipped to addresses in other states.

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Shipping

What are your shipping charges?

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Do you ship outside the US (International Order)?

• Yes, we are happy to accept international orders! Here are the details concerning payment and shipping:
• International Orders Payment may be made by PayPal or advanced TT wired. In order to ensure proper delivery, the recipient's phone number is required for international shipments.
• If you have any question, please contact  sales@serverrackpro.com
• International shipping costs will vary depending on the value of your order. Here are the International shipping method

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When can I expect my order?

UPS:

If your order is placed Monday-Friday, before 11 A.M. Pacific Time, your order will usually leave our location the same day you order it. UPS picks up from us at the end of the day during the week, so the following day is considered shipping day number one. To judge how long it will take UPS to get your package from our facility to your doorstep, you can visit UPS.com. We ship from the following zip code: 94538.

UPS does not pick up or deliver orders on Saturday, Sunday, or major holidays. The days that UPS is not picking up or delivering are NOT considered shipping days, so consider this important information when counting up your shipping days. UPS only guarantees and accepts claims for fast shipments, (not ground). UPS does not guarantee all air shipments during the Christmas holiday. Please see their website for all details.

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Returns & Exchanges

Can I return or exchange an item?

• Products returned within 25 days of purchase with be refunded minus a 20% restocking fee (0% if defective)
• Please check your equipment upon receipt to make sure it is ok. If it is damaged email info@serverrackpro.com within 3 days to arrange a replacement. Merchandise that has been damaged or altered by you can not be returned.
• Shipping charges are non refundable.
• Returns and exchanges take between 5 and 10 days.
• No merchandise will be accepted without a RMA Number (Return Merchandise Authorization).
• RMA Instructions:
• Request for return or exchange may be made by writing, faxing, or calling or emailing to info@serverrackpro.com within 30 days of invoice of merchandise. ServerrackPro.com. will promptly fax or email you an RMA request form or click here to Fill up RMA (Return Merchandise Authorization) request form completely and send it back to ServerrackPro.com. with your copy of invoice or proof of purchase. Upon receive of the RMA Request Form a RMA number will be issued by fax or email promptly. This process could take up to 5 business days.  RMA numbers are valid for ten days only and product must reach our warehouse before then. Cleary write the RMA number on the outside of your shipping box and send it, freight repaid, back to:

  ServerrackPro:

  Receiving Department

  41758 Christy Street Fremont, CA 94538 USA

  (Enter your RMA# here)

  WE ARE NOT RESPONSIBLE FOR PACKAGES THAT ARE SHIPPED TO ANY LOCATION OTHER THAN THE ADDRESS ABOVE. ALL RETURNED MERCHANDISE MUST BE INSURED AND SHIPPED PREPAID.  If the product is defective, you will be given a replacement upon receiving the defective unit. No refunds are given for defective merchandise. Credit processing may take up to 30 days to complete.

  ServerrackPro.com. is not responsible for any return shipments that are lost or damaged. Insufficient packaging damage may result in the loss of warranty. Customers are advised to purchase proper insurance with the carrier of their choice when returning a product back to us. To ensure proper credit, all RMA must be shipped to the return address below, and not to any other warehouses. No credit will be given after 30 days from the date of the invoice. Within 30 days period all returned for credit are subject to a 20% restocking fee, except for evaluation unit. All return credit will not include shipping and handling fee.

  Note: Upon arrival of the unit it is the customer?s responsibility to open the package immediately and inspect the unit and test all functionality for any damages during transportation or defective unit.

  Note: All below items are NON-RETURNABLE and orders are NON-CANCELABLE 3 days after the date of placing order.
  
  1. All Suntronic GS, W, U and M Series.
  2. All DHK, DRP, Dmac Rack LCD not Returnable.
  3. All IEI products not Returnable.
  4. All LCH and LOP High brightness LCD not Returnable.
  5. All Canvys and Richardson Electronics, Ltd. Are not Returnable.
  6. All Server Tech PDU are not Returbable.
  7. All DOD rugged LCD are not Returbable.  
  8. Also any product including the following features are non-returnable and non-cancelable as follows: Touch Screen, Video Input (HDMI/DVI/AV), high brightness LCD (>450nits), any LCD larger than 19", IP Rated, Sunlight Readable LCD, Panel PC, Marine LCD, Military LCD, Optical Bonded and custom DC Power Supply.
  

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  Limitation of Liability

  In no event shall ServerrackPro.com liable for any defect in software, for loss of or inadequacy of data of any kind, or for any direct, indirect, incidental, or consequential damages in connection with or arising out of the performance or use of any product furnished hereunder.

  
   

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