Terms and Conditions
Product Warranty
All Phidgets products are warranted to be free of defects in material or workmanship under normal use and service for a period of one year from the date of shipment. This warranty does not include damage resulting from accident or misuse. The warranty is also void if the product is modified. This warranty is in lieu of all other warranties expressed or implied including the implied warranties of merchantability of fitness for a particular purpose, whether arising by law, custom or conduct, and the rights and remedies provided under this warranty are exclusive and in lieu of any other rights or remedies. In no event shall Phidgets Incorporated be liable for consequential damages.
If you believe that your product is defective while still under warranty, contact us. Once the support desk confirms that the product is defective, we will replace your defective product free of charge.
Shipping
Last Call at 12:00PM
Unless we are unusually busy most orders received before 12:00 PM Mountain Time - Canada (GMT-07:00) Monday to Friday will be shipped on the same day.
Orders which contain cut to length parts may not necessarily ship same day as there is significant processing time associated with these orders.
Shipping Costs
The shipping cost is calculated at Checkout and submitted for your review before you confirm your order. When multiple shipping options are available for your destination, we will list all available options and let you choose.
Note that a $5.00 handling charge is added to all orders which are under $50.00.
If you have your own account with UPS, you can use it and be billed directly by them. In that case you have more shipping options available to you.
Shipping in Canada
We use UPS Express Saver™ - Overnight delivery, and UPS Standard - 3 to 5 business days ground delivery.
Shipping to the EU
Effective July 1, 2021, there were significant changes to the European Union’s Value Added Tax (VAT) rules.
- All goods will now require formal customs clearance and are now subject to the VAT related to the country of entry.
- Online market places are required to charge the VAT upfront for all goods valued intrinsically up to €150.
These requirements prevent Phidgets Inc. from shipping directly into the EU for goods less than this value.
EU customers ordering goods on our website with a total value less the $200 USD are now encouraged to either:
- Increase the value of their order to over $200 USD or,
- Follow the link to our distributors page and place an order through them.
Customers within the EU can still place orders above $200USD and have them shipped directly to them within the EU without going through a distributor. Please note in these cases customers within the EU are responsible for the VAT. UPS will collect it upon delivery or by invoice after delivery.
Shipping to the United States
UPS Express Saver™ - Overnight
Shipments under $800.00USD: we pay all costs in bringing the goods to you including import duties and taxes. In other words your shipping costs are what we put on our invoice. Contact us if you are getting any extra invoices from UPS.
Shipments over $800.00USD: you are responsible for duty and taxes if applicable and will have to pay UPS directly on top of the shipping cost we put on our invoice.
UPS Standard - Ground 3 to 5 business days
Shipments under $800.00USD: we pay all costs in bringing the goods to you including import duties and taxes. In other words your shipping costs are what we put on our invoice. Contact us if you are getting any extra invoices from UPS.
Shipment over $800.00USD UPS will collect Entry Preparation Fees directly from you when delivering the package, and for duty and taxes if applicable.
- Entry Preparation Fees
- All rates are in U.S. funds
- Rates do not include applicable duties or taxes
| Value for duty | UPS Standard Service |
|---|---|
| $0.00 to $800.00 | No Charge |
| $800.01 to $1,250.00 | $28.75 |
| $1,250.01 to $2,500.00 | $40.50 |
| Each Additional $1,000.00 | $1.95 |
International Shipments
We use UPS Worldwide Express Saver™, and UPS Worldwide Expedited for international locations that cannot be reached with Express Saver.
Goods shipped to an international destination may be subject to import duties and taxes, which are levied once the goods reach your country. Additional charges for customs clearance must be borne by you; we have no control over these charges and cannot predict what they may be. Since customs policies vary widely from country to country, you should contact your local customs office for further information.
Tracking your order
You can track your shipment by going to www.UPS.ca and using the tracking number that was e-mailed to you when your order shipped.
Refunds on Late Deliveries
Normally, UPS will offer a service guarantee refund when their deliveries arrive late. However, for companies that apply for shipping discounts, this refund does not apply. Phidgets Inc. has applied for such discounts in order to keep shipping costs down and regrettably cannot offer compensation for late shipments.
Damaged or Lost Shipment
Shipping on our UPS account - Report all damaged or lost shipments to support@phidgets.com and include your order number. According to UPS, in order to be considered lost, a package must be undelivered 24 hours after the expected delivery date and time. Before contacting us, check your shipment status at ups.ca.
Damaged or lost items will be replaced at no charge (including shipping costs).
Shipping on your UPS account - You must notify your local UPS office. If they confirm that they have lost your shipment, you must repurchase the lost or damaged products from Phidgets and file a claim with your local UPS in order to get reimbursed.
Refused/Missed Delivery
If, when the package arrives there is no one to accept delivery UPS will redeliver 2 more times. This is standard UPS protocol. If delivery fails they will keep the package for 5 days and then return it to us. We will then refund you the cost you paid minus the cost of shipping (both directions) and a flat $50 charge to a maximum of the total cost of the package. This applies to packages which failed delivery due to no one being present as well as packages which were refused delivery by a person at the delivery location.
Import Restrictions to Russia
If you are wanting to ship an order to Russia you MUST have a valid business license number in order to complete the shipment. This must be added to your account on our website. To modify the business number, you can go to your account page and edit the "Account Information" section. This number will then be applied to all orders placed with that account. The reason for this is best explained by UPS:
"Customs authorities in Russia have tightened restrictions on import shipments to Russia, in particular on dutiable shipments sent to private individuals. These shipments are currently under extraordinary scrutiny in an effort to improve accuracy of the accompanying shipping documentation. These additional requirements lead to an unprecedented number of customs holds and delays in delivery. UPS has therefore temporarily suspended the acceptance of dutiable shipments sent to private individuals in Russia until further notice. We regret this step and are confident that, together with the Russian customs authorities, a solution can be found. UPS continues to accept all non-dutiable document shipments to private individuals in Russia and all commercial shipments addressed to businesses." [1]
Product Returns
All returns must be authorized by Phidgets Inc.
Before returning a package contact us and ask for a Return Merchandise Authorization or RMA number. Once you have received it, put the RMA number on the outside of the packaging as well as the packing slip so that it is possible for us to track what the package is supposed to be. Any merchandise returned without an RMA number clearly visible on the packaging will be charged an administrative fee of $25.00 or the value of the returned product, whichever is less if we are able to determine what it is. In the event we are unable to determine what the package is, it will be refused and returned to the sender.
Unopened Product
Phidgets will take back any unopened product for a period of 30 days from the date of purchase. Just call or e-mail us for a RMA number and ship the product back to Phidgets prepaid and we will refund your credit card as soon as we receive and inspect the returned goods.
Products that are returned after 30 days are subject to a re-stocking charge of 25% of the package's value (minimum $5.00) to a maximum of $500.
We do not accept returns after 90 days.
Cut to Length
Unfortunately we cannot accept returns on any items which are cut to custom lengths. This includes: cable, wire, roller chain, linear shaft, rotary shaft, and t-slot extrusions.
We shipped the wrong/incomplete product
Contact us. We will get the correct product sent to you immediately, and will pay all shipping charges.
Payment Terms
We accept credit cards, PayPal, and Wire Transfers.
| Payment Method | Terms |
|---|---|
| Credit Cards | Visa, MasterCard, American Express (for order in CAD only) |
| PayPal | PayPal is accepted. There are no extra fees for using PayPal |
| Wire Transfers | Wire transfers are only accepted for orders over $200.00 USD (excluding shipping charges). There is a $25.00 USD charge for wire transfers under $500.00 USD. Any fees charged by the sending bank are your responsibility. Please make sure that the amount sent to us covers both our invoice and your bank fees. Products are not shipped until the money is deposited in our bank account. We recommend that you e-mail orders@phidgets.com with the amount of the transfer and the invoice you are paying. Any order for which payment is not received within 15 days, will be canceled. |
Security and Privacy
Phidgets Inc. pledges a safe and worry-free shopping experience. IF you are using the current version of Internet Explorer, on the checkout page where you enter your credit card information, you will notice a a locked padlock icon on the top bar your browser window. If you are using Mozilla Firefox, you will notice a locked padlock icon in the bottom right corner of your browser window. If this icon does not appear, please contact us directly to complete your purchase. These icons tell you that the page you are on is secure. We use Secure Sockets Layer (SSL 128-bit) technology with a digital certificate by GeoTrust, Inc. for Internet security to protect your personal information. This encryption makes it impossible for anyone to read your information in transit. We do not store your credit information and it is deleted once it has been securely transmitted to Moneris for processing.
We use your e-mail address to let you know your shipment's tracking number. Your phone number is required by the Courier Company. We do not sell, rent or give any of your personal information to any unrelated third parties with the exception of Moneris for authorizing credit card payments and the Courier company to let them know where to deliver the shipment and how to contact you if there is any problems.
If you have any questions or concerns about our Security and Privacy policy, call us at 1.403.282.7335 or e-mail us at support@phidgets.com
Phidgets Inc. uses various Google Analytics tools such as conversion tracking in order to improve the effectiveness of the website. These statistics are completely anonymous.
Holidays
Phidgets, Inc. will be closed on the following days. During these times, the site will still be accessible and orders can be placed, but they will not ship until the next business day.
| Holiday | Description | 2023 | 2024 |
|---|---|---|---|
| Alberta Family Day | Third Monday in February | Feb 20 | Feb 19 |
| Good Friday | Friday before Easter Sunday | Apr 7 | March 29 |
| Victoria Day | Monday before May 25 | May 22 | May 20 |
| Canada Day | First day of July (or nearest business day) | Jul 3 | Jul 1 |
| Heritage Day | First Monday in August | Aug 7 | Aug 5 |
| Labour Day | First Monday in September | Sept 4 | Sept 2 |
| Thanksgiving | Second Monday in October | Oct 9 | Oct 14 |
| Remembrance Day | November 11 (or nearest business day) | Nov 13 | Nov 11 |
| Christmas and New Years | Varies | Dec 21 - Jan 1 | TBA |
