Q: How can I see the status of my order/shipment?
A: To be able to see your order status, you must be a registered customer. Once you login at our website with your e-mail address and password, please click "My Account" link located at the menu bar. From there, please click order status link and
you will find your order status and tracking # for shipped packages. By clicking on the tracking number link, you will be able to directly go to the UPS tracking status page of your particular shipment. In addition, customers will automatically be e-mailed the tracking confirmation letter upon order being shipped. If you are not a registered customer and shopped without creating a password, you may contact us by e-mail to find out your order status.
Q: How long does it take for orders to ship?
A: Unless it is an expedited order (Next Day/2nd Day), regular orders placed will usually take anywhere from same day to 48 hours to ship. (excluding weekends and some holidays). Expedited order will ship on the same day, if placed before noon PST. In instances where expedited orders cannot ship same day, the customer will be notified. Rarely, it may take more for certain items due to unexpected returned merchandise replacements, defective parts, factory recall, or other factors.
Q: How can I change my stored personal information?
A: To edit your personal information (address, password, etc.), please click the "My Account" link found at the top menu bar. Then you will find a link to change your personal information. When you are done with your changes, click the save button to finish.
Q: Is shopping at eKitron.com secure?
A: Secure ordering is a top priority at eKitron.com. Therefore, to secure your credit card and personal information, we use Secure Sockets Layer (SSL) technology, which is the industry standard and among the best software available today for secure commerce transactions. SSL sends your credit card number as well as your personal information to our computer in an encrypted code, which only we can decode. That's why we have a 100% secure order guarantee for all our customers.
Q: What if I get an error message while ordering or browsing at eKitron.com?
A: If you are receiving any type of error message, please contact us via email or phone. If you are wondering whether your order was fully completed, you may first check the order status link to see if the order shows up there. To allow us to help you more quickly, please report the type of browser and operating system you are using and the error message that you received. We would also appreciate reports of non-order related site problems, such as site not displaying properly reported via "Report a problem" link found near the bottom of the page.
Q: Which shipping carrier will be used for my shipment(s) and how are the rates calculated?
A: We ship all packages via UPS (United Parcel Service). The rates differ on every item, depending on the weight of the item as well as the destination (by zipcode).
Q: Do you ship out-of-country or take orders from international card holders?
A: Sorry, we currently do not take international orders. Only orders from United States (U.S. Territories such as PR excluded) will be honored. Non-US credit card holders' orders will also not be honored.
Q: Can I cancel an order?
A: All orders cancelled by the customer will be charged 10% cancellation fee. If you need to cancel an order, please make an effort to call us as soon as possible in case the order is packaged and ready to ship. If the order ships before cancellation, there will be a 20% restocking fee when the item is returned. Orders cancelled by us for any reason will not be charged the processing fee.
Q: Do you charge sales tax?
A: For residents of California only, we charge sales tax of 8.25%. Please take note that this is due to our business presence in California and we are required by law to charge taxes. California resellers can submit their reseller's permit to deduct the tax. In this case, tax will be deducted after the order is placed.
Q: What is your return policy?
A: Please visit our policy page here. If you see anything unexplained you wish to have us clarify, please contact us.
Q: What if my order is incomplete, incorrect, or damaged?
A: Please call us or write to us with the details. If the order is incomplete, it will be completed depending on the customer's wishes. If incorrect, eKitron will work to correct the order and issue a return label for the incorrect shipment. Damaged shipments also will be taken care and replaced, since all shipments from eKitron.com are shipped out insured.
Q: Do you have a question not listed here?
A: If you have a question we have not listed here, please contact us via e-mail or telephone. Our contact information can be found at the "Contact Us" link or just click here.