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Shipping Policies
Shipping Methods Available
SHIPPING POLICY
PLEASE ALSO NOTE THAT ALL SHIPMENTS WILL REQUIRE A SIGNATURE FOR DELIVERY. THIS IS A REQUIREMENT OF CREDIT CARD COMPANIES TO ENSURE INTEGRITY AND SECURITY MEASURES ARE FOLLOWED AS MANDATED.
Due to the increase in Internet fraud, especially within the e-commerce sector, we have changed our shipping policy to not allow purchases to a different shipping address from the billing address on the credit card used for purchase. If you need to ship your unit to an alternate location, please place your order using the credit card billing address.
Once you receive your order confirmation that includes the billing/shipping address in it, please REPLY to that email with the following: 1) LEGIBLE copy of a VALID PHOTO ID of the named billing contact (must be the person whose name is on the credit card used for the purchase) and 2) the shipping address, including phone number and first/last name of the contact receiving the item.
We apologize for any inconvenience this policy may cause, but in order to keep our current pricing model, we must prevent any fraud from occurring. We take our customer's identity and security very seriously and will do whatever we can to combat theft and protect the integrity of their personal data.
WAREHOUSE LOCATION
SimplyNAS utilizes 3 warehouses located across the United States. As such we are able to ship your order from a deep inventory position and get the product to you as fast as possible. Please always bear in mind when an item with hard disk drives pre-installed is chosen we require 3-5 days for configuration, testing and preparation before shipping takes place. All diskless unit orders will ship same day based on the stipulated cut-off time for the day.
In general, orders with "Ground" selected as the delivery option will ship from the closest open warehouse to the ship-to zip code with inventory available. In this way, we attempt to reduce the in-transit time of your shipment. If the order is received after a warehouse cut-off time, but we can dramatically reduce the in-transit time by shipping from this closed warehouse, then we may choose to delay the shipment by one day in order to have it ship from that warehouse. We do this to reduce your overall delivery time and get the order to you faster. Keep in mind that Ground Service delivery may take 3 to 8 business days after shipment.
Orders with Express 3day, 2nd Day Air, Priority Next Day shipment method will ship from whichever open warehouse has inventory.
SHIPPING METHODS
AT SIMPLYNAS, WE STRIVE TO SHIP YOUR ORDER AS QUICKLY AS POSSIBLE. HOWEVER, BECAUSE OF INVENTORY, TESTING FAILURES, SHIPPING, AND MATTERS OUTSIDE OF OUR CONTROL, OUR SHIPPING REPRESENTATIONS ARE NOT GUARANTEES OR PROMISES THAT A PRODUCT WILL SHIP ON A SPECIFIC DAY. IF YOU WISH TO FIND OUT THE EXPECTED DATE OF SHIPMENT ON A PARTICULAR ITEM OR ORDER, PLEASE CALL US AT 321-233-1456 FOR MORE INFORMATION OR SIMPLY LOG IN AND CHECK STATUS OF YOUR ORDER.
Because we cannot guarantee the availability, please call us to confirm when the product is expected to ship. In all instances, we promise your order will ship within 30 days.
Our Shipping charge and Methods are based upon the shipment option that you select at Checkout. The following shipping options are available:
Ground Service
- Deliveries to residential and commercial addresses in 3 to 8 business days after shipment.
- Actual delivery time depends on shipping distance and may vary.
- Delivery to some remote addresses may take up to 2 additional business days.
- Available only to addresses in the 48 continental states.
- Orders must be placed and credit approved no later than 3:00pm Eastern / 12:00pm Pacific for same day shipment.
- Order must be under 150lbs. and meet cube restrictions.
- Shipment tracking provided with a required signature at delivery.
Please NOTE this method normally qualifies for Free Ground Delivery, please refer to individual product for confirmation!
3rd Day Express Delivery - Three Business Day Delivery
- Delivery by 4:30pm the third business day after shipment to most areas (by 7:00pm to residences).
- This service is limited to 60 lbs or less per order and corresponding cube restrictions.
- Orders must be placed and credit approved no later than 3:00pm Eastern / 12:00pm Pacific for second business day delivery.
- Shipment tracking provided with a required signature at delivery.
2nd Day Delivery - Second Business Day Delivery
- Delivery by 4:30pm the second business day after shipment to most areas (by 7:00pm to residences).
- This service is limited to 60 lbs or less per order and corresponding cube restrictions.
- Orders must be placed and credit approved no later than 5:00pm Eastern / 2:00pm Pacific for second business day delivery.
- Shipment tracking provided with a required signature at delivery.
Standard Overnight Delivery - Next Business Day Delivery
- Delivery by 3:00pm the next business day after shipment to thousands of cities and by 4:30pm to rural addresses Monday through Friday.
- This service is limited to 150 lbs or less per order and corresponding cube restrictions.
- This is Standard Overnight Delivery service to major metropolitan areas in the contiguous United States. Alaska and Hawaii may require additional days for delivery.
- Orders must be placed and credit approved no later than 3:00pm Eastern / 12:00pm Pacific for Standard Overnight Delivery.
- Shipment tracking provided with a required signature at delivery.
Priority Overnight
- Delivery Monday through Friday by 10:30 am the next business day after shipment to most locations and by 4:30pm to remote areas.
- This service is limited to 150 lbs. per order and corresponding cube restrictions.
- If your order is over 150 lbs. and/or the corresponding cube restrictions and you choose this enhanced service level, your order will ship with a prioritized shipment method, but is not guaranteed for next business day delivery.
- Orders must be placed and credit approved no later than 3:00pm Eastern / 12:00pm Pacific for the next business day delivery.
- This is priority overnight delivery service to major metropolitan areas in the contiguous United States. Alaska and Hawaii may require additional days for delivery.
- Shipment tracking provided with a required signature at delivery.
Shipments - Over 150lbs.
- Deliveries to residential and commercial addresses in 2 to 5 business days after shipment.
- Actual delivery time depends on shipping distance and may vary.
- Available to addresses within the 48 continental United States; Alaska and Hawaii delivery is not available.
- Orders must be placed and credit approved no later than 3:00pm Eastern / 12:00pm Pacific for next day shipment.
- These orders ship by Common Carrier / LTL (less than truckload) carriers. Tracking numbers are not available.
- Signature is required.
Tracking and Order Status
ORDER STATUS
The Order Status option on our web site is the quickest method for you to get information on the status of your order. Simply log into your account using your username and password to view your orders. To see detailed information on each order, simply click the order number under your history to view that particular order.
If you have not created an account for your order, you will receive updates via email for each status change. However, you will not be able to view your order online. We suggest creating an account when you place your order. Creating an account will store your billing and shipping information so that you do not have to reenter it if you order from us again and enable you to view your previous orders. We DO NOT store credit card information so to reduce the risk of customer payment information being compromised.
Under the item heading labeled order status, the shipment status of the particular item will reflect one of the following:
- Payment Received/Order Received - The order is in the process of credit card security verification and upon approval will proceed to the warehouse for picking, configuration (disk based models) and shipment.
- Order Processed – Your order has been received, processed and entered into our account system for invoicing.
- Backordered - Your item has been released from credit, but currently awaiting inventory in the warehouse. If your order is greater than three business days old, then please email as service@simplynas.com.
- Cancelled - This item has been cancelled either because the item is no longer available or the customer has requested that the order be cancelled.
- In picking - Your item is in the warehouse being picked for shipment or configuration (disk based). If your order is greater than two business days old, then the item has been back ordered. Please email us at service@simplynas.com, if you have any further queries.
- In Configuration - Your order has now progressed to our build department for the configuration phase. Once complete it will undergo our NASBIT testing process.
- Testing - Your order is in the testing phase. From time to time some orders have to go through retesting for certain stages and as a result it can take more than the customary 2 days. If you order is delayed the unit will ship 4-5 day after.
- Test Failure - Your order has failed and the item will be replaced and go back to Testing mode.
- Declined - You have experienced a problem processing your credit card. Please call our credit card processing department for assistance. 407-960-4690.
- QA and Packing - Your order has completed NASBIT Test successfully and is in our QA and packing department being prepared for shipping.
- Partially Shipped – Part of your order is not in stock but we sent the items that were available and in your update you will be notified of what is shipping and what is not.
- Shipped - This item has shipped from one of our warehouses and is currently en route via the selected freight carrier.
- Refund Issued - This item has been returned to the warehouse and credit has been issued if due.
- Order Complete – Your order has shipped and may have been delivered by now. With this update you will receive manufacturer support and warranty information, links to our support site and knowledge base.
SHIPMENT TRACKING
Under the heading Tracking Number(s), the tracking number(s) issued by carrier are displayed here as a link. Simply click on the link and you will have access to the carrier's web site for a current status of your shipment. Multiple tracking numbers may be displayed either if your multiple boxes were included in your shipment and/or your order has multiple shipments. Please note that some carriers do not offer shipment tracking and some carriers such as UPS do not update their systems immediately upon shipment.
Q & A
CUSTOMER SERVICE - SHIPPING QUESTIONS
2. What is order cut-off time?
3. What if i need to cancel my order?
4. Do you accept international orders?
5. What about local customs & duties?
6. Can you export to all parts of world?
7. What if i get incorrect goods?
8. How lost or missing shipments is handled?
9. Shipping; risk of loss; security interest.
10. What if products are damaged during shipping?
11. What if my product is not delivered?
13. What if my product is doa?
14. What if my delivery is short packages?
ANSWERS
Fulfillment of orders accurately and timely is a priority for SimplyNAS. Products can be shipped to locations worldwide. Accurate billing, shipping and contact information provided by the customer will assist in prompt delivery of orders. For security, we may verify billing addresses with the issuing bank and confirm shipping addresses. Once the order is shipped, shipper notification of tracking will be emailed to the email address on file.
NOTE: Please check your spam folders for these notifications as some customers are having issues with receipt of them.
PLEASE ALSO NOTE THAT ALL SHIPMENTS WILL REQUIRE A SIGNATURE FOR DELIVERY. THIS IS A REQUIREMENT OF OUR AGREEMENTS WITH OUR CREDIT CARD COMPANIES.
Orders for in-stock items and diskless units received by 3PM Eastern Time that are credit-approved usually ship that business day, depending on that day's level of shipping activity and the schedule of the courier when picking up items from our warehouse. Orders placed and/or credit approved later than the applicable cut-off time will ship the next business day.
Orders for items that are out-of-stock, or have out of stock status as a result of the day's sales activity, acceptance of the order is automated and all endeavors are made to fulfill your order in a timely manner, unless you notify us to cancel the order. We encourage you to check your order's status on the Order Status page for an estimated ship date.
Orders placed and credit approved anytime Saturday or Sunday or holidays for items in stock will ship on the next business day. Please note that our warehouses do not ship on Saturday, Sunday or major holidays. Product availability, geographic location and other factors determine the warehouse location that your product ships from. This information does not constitute a guarantee.
Orders that require testing will ship the day the unit finishes the testing process. All units that have drives or memory that are pre-installed by us undergo this testing unless the customer specifies that we forego our testing procedure in writing at order placement stage. It is valuable to note that we do not recommend this as we burn test the machines to eliminate faulty units being shipped to our customers. This limits our returns for faulty machines and enables us to give the level of customer service we are known for.
If you must cancel an order for any reason, please call us at (1-407-960-4690), or email us at cancel[at]simplynas.com. If your order has not shipped yet, we can usually cancel the order for you. To confirm your order cancellation, please check the SimplyNAS.com Order Status page. Your status will show as "Canceled" when it is next updated.
In some cases, we may not be able to cancel the order because it has already shipped. If this occurs, we will gladly accept a return consistent with our non-defective return policy, but we will not be able to refund the shipping and handling fees and you will be responsible for the return shipping to SimplyNAS. We suggest that you use a return shipment method that issues tracking numbers, so that you can ensure that the item is safely returned to our Returns Depot. Please note that if the box is opened, we reserve the right to charge a 15% restocking fee. Returns where the product's outer packaging is marked or defaced in any way, or where any of the internal packaging materials are missing, will not be accepted, and will be returned to the owner at the owner's expense.
Do you accept International Orders?
SimplyNAS accepts orders from most International countries under the following terms and conditions. All International orders are manually screened for fraudulent credit card use prior to processing. All attempts to place fraudulent orders are recorded and forwarded to the proper local and international authorities.
There is a minimum order amount of $100, excluding shipping, for International Orders. Depending on the value of your order or your country of destination, we may require additional identification and/or pre-payment by wire transfer prior to the order being processed and shipped. You will be advised of this by return email and your order will be held 'pending' until resolved.
If we request additional identification from you, please fax or email us a legible copy or jpg/gif of your credit card (front and back) along with a copy of your picture ID. email your jpg or gif file as an attachment to our customer service department .
What about Local Customs & Duties?
You are responsible for all customs, duties and taxes payable at your country's customs offices when these goods are imported into your country. Rates for duty and taxes vary from country to country. You are advised to check locally with your government customs agents to see what rate you would pay for these 'electronic navigation' goods.
In the event any customs, duties and taxes for your order are billed back to us, they will be automatically billed to your credit card. We are often asked to 'use a lower value on the invoice' or to 'mark it as a gift' in order to avoid paying local duties and taxes - please note that it is our policy to ship orders only with the correct invoice included.
Can you Export to all parts of World?
In some cases, to comply with manufacturer agreements and government regulations, SimplyNAS may be unable to export products to certain countries. Also, manufacturer warranties for exported products may vary.
What if I get Incorrect Goods?
It is the Customer's responsibility to notify us of any incorrect goods supplied within 48 hours of delivery. If the items are not as ordered, the Customer must not open the manufacturers packaging or use the item. The Customer will also be required to provide further information on what was received. We may require the manufactures part codes and a full description of what has been received. Should there be any extenuating circumstance that has prohibited the Customer to remain within the specified time frame resolution will be by mutual decision.
How Lost or Missing Shipments is handled?
In the event that an order fails to arrive at your destination, SimplyNAS will track the shipment and reroute it if necessary. In the event the shipment is lost, SimplyNAS will submit an insurance claim for the order and will provide a refund to you immediately upon receipt of the insurance claim refund. This can take upwards of 30 days in some instances.
Shipping; Risk of Loss; Security Interest
SimplyNAS will arrange payment for shipping with the carrier, but such costs are the responsibility of Customer. SimplyNAS charges shipping and handling fees for every shipment, unless a special promotion or contract term provides otherwise; such cost includes the freight charged by the carrier, packaging, and handling, but does not necessarily equal a direct pass-through of such cost to the customer. Risk of loss is upon Customer once we deliver the product to the carrier. Delivery times are estimates only and we shall not be liable for delays. SimplyNAS retains a security interest in the products (See How Lost or Missing Shipments is handle above) until payment in full is received. Customer will be responsible for all shipping and related charges.
What if products are damaged during shipping?
As internal damage cannot always be identified on delivery, the Customer must sign the drivers manifest as "unchecked". Should any damage be identified on opening the package, SimplyNAS must be advised within 24 hours of the exact damage. It is imperative that the Customer does not dispose of any of the packaging, as this will be required to affect a claim against the carrier. The claim will be handled by SimplyNAS, and an arrangement will be made to collect the damaged goods and replacements will be sent. We cannot accept any claims for damage if the above time scales are not followed.
We will not accept liability for goods lost in transit unless we are notified within 5 days from the expected delivery date. This will be the date advised on the Customer's automated dispatch note which is emailed to the Customer once the items have left our warehouse.
We shall accept no liability for shortages, non-deliveries, incorrect goods and goods damaged on delivery outside the reported timescales, except when extenuating circumstances have prevented notification within the reported timescale. The extenuating circumstances must be by mutual agreement.
If you think that the product you have purchased is faulty or incompatible with your system we may refer you to the manufacturer, due to their extensive knowledge of their product. If the manufacturer agrees that the product is faulty, in most cases they will be able to authorize a replacement or repair of the product direct to you. This does not affect your statutory rights.
A restocking fee of up to 15% is charged on returns, which prove to be non-defective. It is therefore imperative that you have made contact with the manufacturer first. In all instances when contacting a Manufacturer you must retain the reference code that you are given. Any product returned without a reference code from the manufacturer will be subject to the full 15% restocking fee.
Opened software shall not be accepted for credit or exchange. If any discs are found to be faulty you may be asked to contact the manufacturer directly.
If a product fails within the manufacturer's DOA period, a replacement product may be offered to you, or we will arrange for collection and prompt repair.
It is the Customers responsibility to sign for the correct number of packages that are delivered, the Customer is required to check that the number of packages delivered equal the number of packages on the delivery drivers manifest and consignment note. Any shortages must be noted on the drivers manifest and it is the Customer's responsibility to notify us within 24 hours of delivery.
Should the Customer be missing an item but has signed for the correct number of packages, the Customer must notify us within 24 hours of delivery. The Customer will be requested to provide us with a copy of the invoice and the matter will be investigated and the Customer will be informed of the decision.
Please Note:
Shipping and Handling Fees are not refundable, with the exception of orders incorrectly shipped by SimplyNAS.com.
Errors and Omissions Accepted
EOL
Updated: April 2017
