| Q. Can I get a copy of the invoice?
A. Yes, this information can be obtained by calling or emailing your representative, they will quickly respond
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| Q. I haven’t gotten my order and when I track it I can’t tell where it is?
A. A tracer needs to be started to determine where the order is and takes 8-10 business days for the carrier to resolve. This is also the process followed for miss-delivered packages and a denial of signatures. Be sure to have a contact name and phone number of where the package should have been delivered. The information is for the carriers use only.
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| Q. Is my order guaranteed to arrive the next day?
A. Only if you called in a priority order.
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| Q. Once my order is placed can I cancel it?
A. Due to the quick turnaround time in which orders are processed we cannot guarantee the cancellation of an order.
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| Q. I received my order but some product is missing?
A. If your order is not complete and all packages have been delivered, call our customer service team to receive a pending credit number. This must be reported within five days of receiving the order. Sunset Micro Research team will make the determination on the shortage claim. This process takes 7-14 business days. Approved credits will be mailed to you. Denied credits are explained in a letter outlining the information that the decision was based on.
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| Q. What else can Customer Service help me with?
A. Customer Service supports the sales department. Representatives are available to help you with returns, warehouse errors, tracking information, serial numbers and credits.
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| Q. I ordered one product but got something else, what do I do now?
A. Our distribution centers have a 99.5% accuracy rate. Unfortunately, there are times when a wrong pull of an item occurs. If this happens, call customer service as you would for an RMA and explain to the Representative what happened. They will need a part number or a detailed description of the product that was received in error. All errors need to be reported within five business days of receipt of goods.
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| Q. I am a credit card customer, is my credit applied directly to my card?
A. Yes, it will be applied back to your card. Please keep in mind the complete process takes approximately two weeks.
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| Q. Once I send the product back how do I get my credit?
A. the RMA number will turn into the credit memo when the product is received and checked in to our return facility.
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| Q. Once I have my RMA number what do I do next?
A. All returns must be labeled with the RMA number in order to insure credit. Do not write directly on the product, it must be in resalable condition or Sunset Micro will not accept it. The customer is responsible for shipping charges from customer to Sunset Micro. Sunset Micro will ship the product back to the customer at NO charge to the customer. Reference the number on the shipping label or on the box. Product is then shipped back to the Garland facility as follows: Sunset Micro
| Q. Am I charged a restocking fee?
A. All products are subject to a 25% restocking charge depending on the issues at hand which will be determined by Sunset Micro. For printers a 25% restocking fee will be charged if: printer is damaged on the way back to Sunset Micro due to poor packaging, if there are parts missing (you could also be eligible for NO refund), if the product tests in good condition when it was being returned as defective, if the printer is defective when the printer is to be returned in good condition, if the printer is being returned due to the fact that toners, drums, or cables are not included with the purchase of the printer. You will not be credited back if the serial numbers do not match or if the printer has been tampered with.
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| Q. What information do I need to obtain an RMA?
A. You will need the invoice number or account number and PO. If you do not have this, a search may be done using the product number in most cases.
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| Q. How do I obtain a Return Merchandise Authorization number?
A. You can obtain an RMA number by Calling Our Customer service at 614 850 0202
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