FAQs

Order Information:
 updated August 20, 2011

• How long does it take to process my order?

Orders are processed as soon as a payment has been made and fully funded. Depending on the method chosen for payment processing may take from 1-5 days.
 

• Can you look at or inspect a product for me?

In order to offer the best possible prices, we source and store our products in numerous warehouses across North America. As we carry several hundred thousand products, we are unable to provide additional product information above and beyond what is available on our site in a timely or fiscally responsible manner. However, you can still contact us, as our representatives are knowledgeable of the items we carry.

• Can I cancel an order?

An order cancellation request must be received within one(1) hour of placing your order. To cancel an order within that time frame,  view your order history, select your order, and Contact customer service to request a cancellation. SebastionScotts will then contact the warehouse to cancel the order.

• How do I check the status of an order?

We will send updates to you that pertain to your order, such as confirmation of the order, shipping and tracking information. If you need more information please contact customer service.

• When will an out-of-stock product be available?

We are unable to provide information for when out-of-stock products will be available. When an item becomes out of stock it can take up to 4 weeks to come in or it will be discontinued. If you have placed an order for a item that is out of stock, we will refund that portion of the order and notify you that it is being backordered. We will then notify you if and when the item becomes available again.


Payment

• What methods of payment do you accept?

 

 

We accept Visa, MasterCard, American Express, Discover, JCB, Diners Club, Paypal, through 2CO, Amazon Payments and Google Checkout.

Sorry, no CODs.

• Why is my credit card not being accepted?

Please check the following:
That the number and expiration date are correct that the billing address you provide is the one that your financial institute has on record. If everything is correct, and your card is still declined, please contact the institution that issues your card.

Shipping

• How long does it take for my item to ship?

Most orders are shipped within 2-5 business days of cleared payments.

• How do I know what my shipping charges are?

Shipping Charges are located at checkout based on the number of items being ordered or by weight and package size depending on the items themselves.

• Why didn't I receive all of the items in my order?

In order to offer the best possible prices, products are stored and shipped from various warehouses through out North America. As well, size restrictions or availability may require that parts of your order ship separately.

If you'd like to ensure that this is indeed the case, you may contact customer service and we will advise you if your order has been split for these reasons.

• Do you issue tracking numbers?

For most orders, when the tracking number is available, you will be able to view it by viewing the order history on your account page. Also, you will receive an email from us with this information.

Some shipments coming into Canada from the U.S. will not have a tracking number available. As well, some United States Postal Service shipments do not have tracking numbers.

• What do I do if the tracking number I was issued is not working?

 Please contact customer service immediately.

• Do you ship internationally?Do you ship to APO/FPO?

Yes, we do ship world wide. All international orders can expect an increase in shipping time of between 2-4 weeks. 90% of international deliveries have been received within 2 weeks. Please expect delays due to customs. There will be an increase in the shipping cost based on your location.

We will ship to APO, FPO, or PO Boxes. We respect to our servicemen and women around the world and realize that at times they need a little tender loving care. Please expect delays due to customs. There will be an increase in the shipping cost based on your location. 

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RETURN POLICY

 

Please contact our Customer Service Department before you make a return. No returns will be accepted without a valid accompanying authorization number and a copy of the original invoice. SebastionScotts will not accept returns of opened software, memory, processors, Large Plasma or LCD monitors or TVs (Larger than 24” diagonally) and custom orders or built-to-order (BTO) products. In the case of Large Plasma or LCD monitors or TVs (Larger than 24” diagonally) even factory-sealed products cannot be returned and all issues must be resolved directly through the manufacturers.

 

It is expected that all return requests are submitted to SebastionScotts in good faith. If it is determined that a purchase was made by a customer with the intent to return the product at a later time, SebastionScotts reserves the right to deny the customer’s request for a return authorization.

 

General Return Policy

 

Before returning any product, you must contact our Customer Service Department within thirty (30) days of your invoice date for a Return Merchandise Authorization (RMA) number. The RMA number is good only for one (1) or more items from the same order and must match the product(s) authorized for return. The RMA is valid for ten (10) days from date of issuance. Returns will not be accepted without an RMA. Manufacturer restrictions do apply to all products. Any item missing the UPC can only be replaced with the same item. After thirty (30) days, only manufacturers’ warranties apply. SebastionScotts reserves the right not to authorize the return of products that are no longer in production, or are being produced or published by a manufacturer or publisher that is insolvent, in bankruptcy, or will not accept returns from SebastionScotts.

 

Software and software licensing may not be returned unless an exception is allowed by the manufacturer or the distributor of the item in question. In case of such exceptions, SebastionScotts offers only a credit or replacement on unopened items.The warranty period and service varies by manufacturer and product. Extended warranties are sometimes offered directly through the manufacturer; please contact the manufacturer if you are interested in purchasing an extended warranty that may not be available through SebastionScotts. ALL returns must be processed pursuant to the Return of Products Instructions listed below. Any deviation from these instructions could result in a delay in processing or a complete forfeiture of your credit. Defective products such as laser printers, inkjet printers, fax machines, opened software, memory and special order items may only be returned for a replacement and not for a credit. Shipping fees, minimum order fees and insurance charges are not refunded.

 

Return of Defective Products

 

A defective product can be returned within thirty (30) days of the invoice date for: credit, replacement, exchange or repair (at SebastionScotts’ discretion). If you do not wish to receive a replacement product, credit will be issued for the product only. We will not credit the shipping costs. To return a defective product, please contact our Customer Service Department for a Return Merchandise Authorization (RMA) number and follow the Return of Products Instructions below. The RMA is valid for 10 days from date of issuance. Returns will not be accepted without an RMA. Manufacturer restrictions do apply. Any item missing the UPC can only be replaced with the same item. After thirty (30) days, only manufacturers’ warranties apply.

 

Return of Non-Defective Products

 

A non-defective product can be returned to SebastionScotts within thirty (30) days of the invoice date for: credit or exchange (at SebastionScotts' discretion). All non-defective returns are subject to a 20 percent (20%) restocking fee. To return a defective product, please contact our Customer Service Department for a Return Merchandise Authorization (RMA) number and follow the Return of Products Instructions below. The RMA is valid for 10 days from date of issuance. Returns will not be accepted without an RMA. Manufacturer restrictions do apply. Any item missing the UPC can only be replaced with the same item. After 30 days, only manufacturers’ warranties apply.

 

Due to manufacturers' policies, products from the following brands are accepted for repair only : Apple, Compaq, IBM, and Hewlett-Packard. SebastionScotts may not accept returns for exchange, replacement or credit.

 

 

 

No Return of Custom Orders/BTO Products

 

SebastionScotts does not accept returns of custom orders, build-to-order products or white boxes. Only manufacturer warranties apply to these products. If you have problems or questions regarding the return or replacement of a custom product you have received, please direct your questions to the manufacturer of the product.

 

 

Cancellation of Order / Refusal of Shipment

Once an order for any product has been processed (payment has been processed and the order placed with the supplier), a non-refundable processing fee of fifteen percent (15%) will be charged to the customer if the order is cancelled prior to being shipped or if delivery of the product is refused after the product has been shipped. This is covers incurred administrative and/or shipping fees.

 

 

Return of Products Instructions

 

SebastionScotts is confident in the quality of our products. If you need to return a product, please contact our Customer Service Department within thirty (30) days by e-mail or by phone at 1-877-604-2404. Before returning any product, you must contact our Customer Service Department within thirty (30) days of your invoice date for a Return Merchandise Authorization (RMA) number. The RMA number is good only for one (1) or more items from the same order and must match the product(s) authorized for return. The RMA is valid for ten (10) days from date of issuance. Returns will not be accepted without an RMA. Manufacturer restrictions do apply to all products. Any item missing the UPC can only be replaced with the same item. After thirty (30) days, only manufacturers’ warranties apply.

 

Please have the following information at hand when requesting a replacement: (refer to packing slip)

 

· Order Number

 

· Product SKU number

 

· Bill-to zip code

 

· Bill-to phone number

 

Please follow these instructions when sending your original item back:

 

· All products must be 100% complete and in original condition with all original packing material and boxes (with original UPC codes on manufacturer boxes), manuals, software, blank registration and warranty card(s) and all other accessories and documentation provided by the manufacturer.

 

· The RMA number must appear on your return packing label. Please do not write on the outside of the box. The RMA number is good for only one (1) item and must match the product authorized for return. Returns will not be accepted without an RMA.

 

· Return your package to the address given to you by the SebastionScotts Returns Department.

 

· SebastionScotts strongly recommends that you fully insure your return shipment in case it is lost or damaged, and that you use a carrier that can provide proof of delivery for your protection.

 

· You must submit tracking numbers for every package shipped to our returns department.

 

· Remember to include your packing slip from the original order.

 

· All shipping and handling on returned products must be prepaid by the customer.

 

· There will be a $35.00 re-box fee for products returned in a damaged box.

 

· Any returns sent to SebastionScotts' corporate address will not be accepted.

 

Use the Following Address for Returns.

 

PO Box 80848

Charleston, S.C.

29416-0848

 

Contact US:

http://sebastionscotts.com/contact-us.html

Note: The original item(s) must be received by our warehouse within 10 business days (two calendar weeks) of receipt of your return instructions. Any discrepancies could result in a delay or complete forfeiture of your credit.