AltoEdge Frequently Asked QuestionsPre-Sales
Post-Sales
*** Pre-Sales ***How do I place an order?Orders can be placed online through our website. Once you locate an item you wish to purchase, click on the 'Add to Cart' button to add the item into your shopping cart.If you wish to purchase multiple quantities of the same item, add the item into your cart first, then in the shopping cart you can adjust the quantities. Do you accept phone or fax orders?Due to security issues with storing your credit card information, we are unable to accept phone or fax orders.For all orders placed online, your credit card details are stored by our bank, and not by us. How can I contact you?For any pre-sales or technical support issues, please contact us through our Online Hardware Support Form.What payment methods do you accept?We accept payment by Visa, Mastercard, Paypal or Check. If you wish to pay by wire transfer, please contact us and we will be happy to discuss your order further.Purchases made by check will be shipped after we have received and processed the check.
Checks should be sent to the following address:
AltoEdge Inc. Do you accept American Express or Discover Card?You can pay by Amex or Discover card by selecting the 'Pay by PayPal' option when you reach the AltoEdge payment page when checking out an order. This will take you to the PayPal website where you can pay by Amex or Discover.Through the convienience of the PayPal service, you have the option to pay by either credit card or to log in to your PayPal account and pay using funds from your PayPal account. What is the advantage of creating an account?Creating an account is recommended for those wishing to place regular orders with us. An account lets you view your previous orders, and everytime you order you get allocated a number of gift points you can use as credit towards a future purchase.What different shipping services do you offer?For a complete list of shipping services, please refer to our shipping page.Can I specify a PO Box address when placing my order?We only accept PO Box addresses for customers in Australia and New Zealand, but only for orders dispatched locally. For USA/Canada and all other countries, we require a signature upon delivery, so a street address is required.Do you ship to military addresses?For our USA customers, we can ship to military addresses using the USPS Mail service (only).How much does it cost for delivery?To quickly see how much the delivery charges are, go into your shopping cart (click 'View Cart' on the top-right hand corner of the page), and click on the 'Proceed to Checkout' button. The next page will show you a summary of your order, as well as the shipping methods and costs.Note that viewing this page does not mean that you have committed or paid for the order. You can simply hit the 'Back' button on your browser to return to the previous page. Your shopping cart contents will not be deleted or modified in any way. Do you have retail stores from where I can purchase your products?We are an online store, so we unfortunately do not have any retail stores in any country.
*** Post-Sales ***I have not received an email confirmation of my order, what's wrong?It is possible an incorrect email address was used when registering. It is also possible that the email may be in your junk or spam box.Some email services also implement a whitelist policy which blocks emails from unrecognized addresses. Our order confirmation emails are sent from orders [at] altoedge.com, please ensure this is added to your whitelist filter. When will I receive my order?Please refer to our shipping page for a list of estimated delivery times for each shipping service.Will there be additional customs charges on my order?For all orders we ship internationally, our product charges do not include any customs duties and taxes applicable to your country. It is possible that additional charges may apply on the order, however we do not know what these charges will be. You will normally be notified by the shipping service should any extra charges be applicable. Some services may also deliver the goods to you and provide you with a customs invoice upon delivery. AltoEdge does not take any responsibility for covering customs issues. If you are unsure whether you will be subject to taxes in your country, you should check with the Customs Regulations Authority in your country. Does someone have to be available to sign for the package when delivered? What if there isn't?If it is not possible to organize to have someone available to receive the package, or you are only available at a specific time, please state this in the delivery instructions in the 'Shipping Comments' box on the Shipping Page when checking out your order. You should specify where you require the order to be left (e.g. bench on front porch), and please designate this by writing "Authority To Leave Without Proof Of Delivery Signature". Otherwise, the courier may leave you a note informing you of the delivery attempt and how you might be able to collect your order. Please note that an additional delivery fee may apply for any order which cannot be successfully delivered as per instructions in the first instance. My order hasn't been delivered yet? Where is it?Please refer to our shipping page for a list of estimated delivery times for each shipping service. If the estimated delivery time has elapsed and you still have not received your product, you should contact us to discuss the issue further. If I have paid for my order by credit card, how can I identify this order on my credit card statement?You should look for an entry on your statement from AltoEdge. The charge will be in Australian Dollars. See the question below. My credit card statement shows a charge from AltoEdge in Australian Dollars, along with a currency conversion fee - what does this mean?When you check out your order through our website, on the page where you entered in your credit payment details (immediately below the "Pay By Credit Card" button), there was a message indicating that our banking system is based in Australia. The price you are charged on your credit card will be in Australian Dollars, and there may be a small price difference on the quoted order price due to the exchange rate used by our Australian banking gateway, as well as your own bank charging you for an international transaction. What is your returns policy?Our returns policy can be found here. |