Frequently Asked Questions

Frequently Asked Questions (FAQs):

Services

Search and buy direct online from eStore: Use the search in the top center of every page to find your part. This will put you into our resultspage where you will see part and model numbers, descriptions, pricing, quantity and warranty information. Then click the orange add to cart button or the blue buy now link for the part you want. This will take you to a screen where you can confirm the item, quantity, price and select the shipping you need. Then click the blue check out button at the bottom of this page to proceed to the next page where you enter your billing information, select your payment method and finalize your order. When you are done you will see a receipt of your order which is emailed to you for your records. Additionally, you will get an another email when your order makes it through order processing, when it is invoiced and when it ships with the tracking number.


Phone Orders: If you need to place a phone order then contact our sales department at 408-988-6611. Please understand if you try to place an order by phone we will try to convince you to place your order on our web site. We do this because 99% of our orders are credit card orders or Paypal. Our credit card fraud prevention system is setup so the order needs to be placed online.


Fax Orders: Since 99% of all orders are placed online we ask that purchase orders when ever possible are entered online instead of faxing them to us. If your company has a policy to only fax orders then fax your orders to 408-988-8986. We will need the information contained in our purchase by fax form.


Email Orders: Since most orders are placed online we ask that purchase orders when ever possible are entered online instead of emailing them to us. If your company has a policy to only email orders then email your order to sales@e-techsiliconvalley.com. We will need the information contained in our purchase by fax form.


Order Cancellations: Orders that have already been prepared for shipment (either picked, tested, packaged, entered to be shipped into FedEx or other carrier) or actually shipped will be subject to a cancellation fee. A cancellation fee of 25% will apply if your order has been prepared for shipment or has shipped. This is necessary to deter last minute cancellations and to cover the costs that due occur when orders are cancelled and sometimes subsequently are returned or refused at the delivery point.
If we did not start, prepare your shipment or ship the product then you can cancel your order and we will not charge you a cancellation fee. Please notify us at sales@e-techsiliconvalley.com or call 408-988-6611 immediately if you need to cancel an order. Most order cancellations we get are sent to us right after an order is placed and we have sufficient time to stop the order before it is prepared or shipped so it is very rare a cancellation fee is charged. We will acknowledge your cancellation by return email.
Motherboard return notice! 10 day return policy.
Important - physical damage voids any return/exchange privileges.

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Payment Methods
American Express, Visa, Mastercard: We accept USA and International Credit Cards from all countries outside the United States. We are using an international credit card verification service that may require additional identity verification. To expedite the processing of your order, please be available at the phone number or email address that you provided so that they or us may be able to contact you if needed. We are also willing to ship on your shipping account number and use carrier just enter that information when you check out. When paying by credit card we like to ship to the bill to address on the card.


The option to pay by credit card for payment in 3 steps: 1. First use search inventory or link to our product find an item and add an item(s) to the online shopping cart. 2. Then you select the shipping method. 3. Then you are asked for address and payment information. Fill in all fields especially regarding the phone number off the back of the card for the issuing bank if you are outside the USA or Canada.

Note all credit card orders are verified and processed at the time of shipment and not before.


PayPal :We accept PayPal for USA and for most countries outside the United States. Select PayPal as your payment method when you check out via our shopping cart, you will be redirected to PayPal.com where you can complete the order and payment. Select this payment option when you are entering your address information.

Net Terms : Only our approved Government customers are offered Net Terms. ETSV is not offering Net Terms to other businesses or individuals at this time.

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Part Number Search
Do not know the part number: Many times the part number is located on the back or underside of the unit - please look for it there. Sometimes the unit will need to be taken apart to get at the part to see the part number. Many callers expect us to have microfiche or schematics of all the products we sell like some tech support departments at the manufacturers but we do not. So we cannot do parts identification for you.
Our sales staffs are not able to take products apart to figure out part numbers. This information is probably best found via the manufacturer or spending time on Google.com or following some of our suggestions above. In some cases we are not able to provide pictures but we will ship you the part number you order. It is best you come to us with the part number and order it online. If a manufacturer suggests a part to you and it turns out the manufacturer or your advisor was incorrect the %25 restock fee will apply to all returns.

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Price Requests
How do I get a price request on an item that has no price listed? : If you see a part number on the site and it says Call For Price this is because we have to special order these items and do not have them in stock or the item is being discontinued and there is a limited number available. To make this process easier send us an email with the part number and description and the quantity you are looking for and someone will reply within 12 to 24 hours. For some items we are not able to put you on hold when you call or chat with us and then get that information immediately from our supplier since this information is not available in real time.

Looking for part number and price quote on website? I can not find it: Unfortunately if you cannot find the part number on our site, we suggest you use our advanced search and use various combinations of keywords to figure out the part number and then search some more. Also a partial part number will work if you do search with the search set to look within only part numbers (see search in top section of every page). If you cannot locate your part number on our web site we cannot special order it for you

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Warranty
What is your warranty policy?: 1. Our initial warranty procedure is to repair or replace the "defective" product within the warranty period. 2. If we then cannot repair or replace the unit and determine the product is "defective", we will issue you a refund check with no restocking fee.If we determine the product is good and is not "defective", a 25% restock fee will apply. Note:In this situation we do not refund the initial shipping to you or back to us from you.


What is our definition of refurbished?: Many electro mechanical devices like tape drives or printers can be brought back to the manufacturers specification in terms of performance by replacing heads, burnt components or straightening metal brackets. Electronic products like processors or RAM memory can not be taken apart and can only be tested to assure they perform to the manufacturers specifications. Many times the number of hours on a electro mechanical or strictly electronic product is not know when it is sold to us and then to you. The primary consideration for the buyer then when buying "refurbished" from us is that the product is tested and working and has our standard warranty of 30 calendar days. Some refurbished items are refurbished by the manufacturer and have a remaining warranty beyond the 30 days we offer. Also many of our products are refurbished by authorized and unauthorized third parties. Manuals and software are generally not included. Many customers buy refurbished to save money and because the product is no longer available in "new" condition.


What is our definition of new?: Generally, the term new means 1 year, 3 years or 5 years warranty when buying from a typical retailer or distributor. Product comes sealed in some way in a brown or multicolored branded box with manuals, etc. A true manufacturers warranty is covered by the manufacturer no matter where you buy the product. You can contact the manufacturer directly and they will handle your warranty claim. Some Manufacturers like HP, IBM, Compaq (and other large brands) have such a warranty but often this warranty is on the actual system and then on the components you buy and put into that system. Other times the warranty is not handled by the manufacturer but only by the reseller who you bought the product from. Our new warranty at times can be handled by the manufacturer or by us. This will depend on the transaction so please check with us and we will advise you accordingly.


How long is your warranty period? and with extended warranty?: Refurbished product is 30 calendar days from ship date.With the extended warranty available on select products. Call our sales department for details (408-988-6611). New product is 30 calendar days from ship date. With the extended warranties on select products and these are usually listed on our website but you may call our sales team for assistance at 408-988-6611.

Manufacturer Warranties apply to all products and these will vary by manufacturer. Either visit their respective websites or give us a call and we will do everything to help you find the information you are looking for.


The warranty period starts with the ship date.: Warranty period does not start over if product is sent into us under warranty and then returned to you.Most warranty issues on new products are handled by the manufacturer and not by ETSV.


How quickly will my warranty issue be handled by ETSV?: We will process your warranty as quickly as we can. It could be one to several days for us to issue you a RMA number. We are sometimes dependent upon our distributors and suppliers to turn around your warranty claim so we in turn can issue you a RMA number. We will always do our best to expedite your warranty problems.


Our warranty does not cover: A. Our warranty does not cover consumables, Our warranty does not cover consumables. Examples of consumables are toner/fusers in printing devices, tapes that go into the tape backup drives or laptop batteries that have an uncontrollable shelf life. B. Our warranty does not cover the shipping cost back to us, Our warranty does not cover the shipping cost back to us. It is at your expense unless we ship you the wrong item. We will use FedEx Groundwhen returning product back to you under warranty. If you wish, you can request a faster, more expensive shipping service back to you and elect to pay the cost of shipping back to you. C. Our warranty does not cover advance exchanges and loaners, Advance exchanges or loaners are not part of our warranty but we can sell you a replacement and when we get the possibly "defective" unit back we can thencredit your account. If you are in need of this service please let us know. D. Our warranty does not cover when warranty stickers have been removed or product was damaged during use, We will not take product back if the warranty stickers have been removed or broken. This voids any and all warranty. If the product has been dropped or damaged during use (hit by a power surge, etc.) we will not be able to honor the warranty.

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Retruns

What is your return policy?: ETSV goal is to have 100% Customer Satisfaction on all orders and if for some reason you are not 100% satisfied then please call us at 408-988-6611 and we will work with you to find out what can be done to make you satisfied with our service and product(s). In the event you do not like the product we will need to get the product back via our RMA (Return Material Authorization) process. We will need to know the serial number of the unit and invoice number. Product sent back to us without our prior approval (i.e. without a RMA number) may be returned and refused. Please give us a call to receive your RMA number. Our issuing a refund in the form of either a check or back on the credit card used is also dependent upon you following the terms and conditions outlined in our warranty, refund and returns sections.


I got the wrong model or part number and I want to return it, what do I do?: Please let us know within 10 calendar days of receiving the product if it is the wrong product (i.e. not what you ordered). If it is new and the wrong product do not open the box since it will then not be resalable as new and we then may not take it back. If it is the wrong product, please give us the opportunity to take back the unit and replace it with the correct model. Please contact our returns department immediately by calling 408-988-6611 if you get the wrong product.


How long in days is my RMA Return Material Authorization number good for?: It is good for 10 calendar days. Please send product back to us within 10 calendar days of when it was issued. Product that comes in after 10 calendar days will be returned and the warranty may not be honored. This is a typical condition our distributors put on us when we need to return product to them.


How quickly will myreturn issue be handled by E-Tech eSHop?: We will process your return as quickly as we can. It could be one to several days for us to issue you a RMA number. We are sometimes dependent upon our distributors and suppliers to turn around your warranty claim so we in turn can issue you a RMA number. We will always do our best to expedite your warranty problems.

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Restock Fee
Can I send the unit back and pay a restock fee? Yes, (see below) our restocking fee is 25%: 1. The 25% restocking fee applies within 10 calendar days after you received the product. Note: In this situation, initial shipping to you and back to us is not refundable. After this initial 10 calendar days the product can not be returned and a restock fee can not be paid. 2. Additionally, in a few situations, we may advise you prior to shipping that the product is not returnable and so you will not be able to send the product back and pay a restocking fee. 3. On new items if you see on the box the model or part number is incorrect please do not open the box since then these "new" items will not be new anymore and may not be returnable since the new seal has been broken on the shipping carton. Note: If you do not let us honor our warranty (repair then replace) but buy product someplace else because you are in a hurry or change your mind this does not release you from from paying a restock fee if you are within our 10 calendar day window.


Our restock or warranty policy does not include the refunding of duties or taxes associated with international orders.

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Refunds
What is your refund policy if you can not repair or replace the product?: If we can not repair or replace the unit sent back to us under warranty and determine the product is "defective or bad" we will issue you a refund to your credit card or send you a check with no restocking fee. Note: In this situation we do not refund the initial shipping to you or back to us from you.


If we determine the product is good that was sent back to us under warranty (but it was reported as bad) and you do not want it back a 25% restock fee may apply if you are within our returns timeframe outlined in our restocking fee section. It says: " The 25% restocking fee applies within 10 calendar days after you received the product. After this initial 10 days the product can not be returned and a restock fee can not be paid." So if you send product back under warranty and it is found to be good and you don't want it any more because you bought the product some place else or changed your mind it may be returned back to you if it is outside our restock window or timeframe. Note: In this situation we do not refund the initial shipping to you or back to us from you.


Our restock or warranty policy does not include the refunding of duties or taxes associated with international orders.


What is your refund policy if you ship me the wrong product?: We will replace the product with the correct model. Please let us know within 10 calendar days of getting the shipment. If you report this problem outside this timeframe we will not be able to take the product back for repair, replacement, restock or refund due to conditions set by our distributors.


How quickly should I expect a refund?: Since we have to issue a return authorization number, then get the product back from you, retest it and then refund your credit card or send you a check by mail this process could take 2 to 3 weeks. If you need to check on the status of your refund please email returns@e-techsiliconvalley.com

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Listing Errors/Mistakes
Errors in our web site do occur. We reserve the right to claim that mistakes in such areas as prices, availability, product descriptions and warranty do happen and information on our site is thus subject to change without notice. It is understood the placement of an order on our web site is not binding when we make a mistake. Our customers understand and agree to this and will not hold us liable for our mistakes. Your obligations and liabilities to your customers or company are at your own risk and not ours when we make a mistake. These also include acts of god that are beyond our control like hurricanes and fires.


For example: If we list a printer for $3 and it should have been listed for $300 we are not obligated to sell it at this $3 price. If we have a description of a part number that says it is a CPU and the part number is really suppose to include the CPU and VRM and so our description is wrong we can refund your money due to this mistake and we are not be liable to give you the VRMs for free. When mistakes in good faith do happen we will do what we can to fix the problem if we can and or refund your money but we will not be liable for your losses in time or money because a mistake was made by us inadvertently.