Serialio - Company Policy FAQ - Frequently Asked Questions

What are your Hours of Operation, and Holiday schedule?
Serialio.com has an online Store, where products can be ordered 24/7.
The operating hours of Serialio's physical office are generally 9-5 PST Monday through Friday.
On occasion, a staff member will be here after hours, or on the weekend. Please email or call with any questions.

The Serialio office is Closed for business on the following days:

Memorial Day
Independence Day
Labor Day
Thanksgiving Day
Day after Thanksgiving
Christmas Day
New Year's Eve
New Year's Day

In addition, Serialio offices are usually closed Christmas' Eve, however there may be staff on hand.

What are shipping costs and lead times?
Shipping costs and lead times depend on the items you are ordering, your location, and if the items are in stock.
The best way to explore your shipping options is to create an account on the Serialio.com Online Store.
Once you have created an account, add the desired items to your cart, and proceed to checkout.
If any of the items are Backordered, it will notify you of this. Continue to the shipping screen.
Here you will see the various shipping options we offer, as well as the corresponding costs.
You are not required to enter in payment details to see this information.
You can also contact sales@serialio.com to verify the information.

My USPS International package hasn't arrived, what can I do?
If you have chosen the USPS International (Global Express Mail) shipping, and you have not received the package,
first track the package to see if USPS states it has been delivered or not. (Serialio will provide a USPS confirmation number upon shipment).
If the package has still not been received with 60 days of shipment, you must contact Serialio.com
If not notified of failure to deliver package after 60 days, it is assumed that customer has received the package.
After 90 days from shipment, due to USPS International tracking limitations, we have no power to locate the package.
Please avoid this problem by keeping close contact with Serialio.com if you suspect your package has been misplaced/lost/stolen.

Can I have my order shipped via First Class Mail or International Mail without insurance or tracking?
Yes, however, a special form must be filled out to authorize this shipping method, release liability from SerialIO, and accept the risk involved.
Click here to download the Mail Shipping Release Form
Once completed, attach the form in an email to sales@serialio.com or fax to 866-546-4523.

What is the warranty on your products?
Barcode scanners have a 1-year or 2-year warranty, depending on the scanner model.
Bluetooth adaptors have a 1-year warranty.
Cables have a 30-day warranty.

Order Terms and Conditions.
By submitting an order to Serialio.com customer agrees to Serialio.com Terms and Conditions, which supersede any other Terms and Conditions unless alternate terms are provided on an official quote or email from Serialio.com. This agreement is active and binding for all orders regardless of whether customer has a credit application on file with Serialio.com. Terms and Conditions

What is your return policy?
IMPORTANT NOTE: No returns will be accepted without an Return Merchandise Authorization (RMA) number.

Please see Return Authorization Policy for complete details.

By returning merchandise with an RMA number, you accept the terms of the Return Authorization Policy.

In general, there are three categories of returns; here are the explanations of each:

Exchange: Send your items back to be exchanged for new items.
This is the case if your items are defective and within the warranty period,
-or- if you ordered the wrong item and would like to exchange it for the correct item.
If the incorrect item was ordered, customer is responsable for shipping both ways.

Refund: Send your items back for a full refund (minus shipping).
This is the case if you are within 30 days of purchase, and the product is defective,
-or- if the item is not operating as promised. If the product is too cumbersome to setup or use,
customer must allow Serialio Support to troubleshoot prior to obtaining RMA.

A full refund will only be provided when items are received with all original packaging, in saleable condition.

IMPORTANT NOTE: Serialio.com reserves the right to refuse returns of products received without all original packaging and accessories, or if the product is in damaged or unsellable condition. If return is accepted despite these conditions, customer may be charged a total fee of 25%. (includes 10% Replacement Processing fee + 15% Standard Restocking fee)

Refund w/ restocking fee: This applies if the customer simply “changed their mind,”
or is returning a non-defective product. The standard restocking fee is 15%. Restocking fee for damaged or incomplete returns can be up to 25%.

I ordered the wrong product, what do I do?
Contact sales@serialio.com to setup either an exchange or refund for the incorrect items.

How do I apply for credit (Net terms)?
If you would like to establish terms with us, please print and fill out our Credit Application.
Next, fax the application to 1-866-546-4523 for approval (this may take up to a week).
Our terms are Net 30.

Purchase Order requirements?
Note: The minimum value for purchase orders is $250.00. POs not meeting this minimum will not be accepted.
Once we have established terms, you can place orders online by selecting “Purchase Order” as your method of payment.
Next, please Fax or Email a signed copy of the Purchase Order with the following:
P.O. Number, Billing address, Shipping address, Purchasers Name or contact name, Customers Name (if different than purchasers name),
Phone Number, Email address, List product(s) for purchase (be specific), Part number(s)(preferred), Pricing, UPS Shipping Method,
or if using your own courier provide your account number, deadline for shipment, and if in the state of California, tax exempt information if applicable.

Do you accept Paypal?
Yes. We accept Paypal payments.
When you place your order, select Proforma Invoice, and Paypal as your payment method.
You can send your payment to paypal.sales@serialio.com, please reference your order number.

Do you do custom cable orders?
In most cases, we can manufacture your custom cable.
Contact us with your specification requirements and we will discuss manufacturing.
Normally the minimum quantity order for custom cables is 100 units.

I have a question for Sales.
Click here and fill out the form, or send an email to sales@serialio.com

I have a question for Technical Support.
Click here and fill out the form, or send an email to support@serialio.com

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