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Policies &
FAQ
What do I need to know when receiving my order
Carefully read the information below regarding the proper handling of your
new equipment. Following these guidelines will make your experience with
Customer Service easier and more pleasant and will help expedite any
transactions.
- Upon receipt of your new merchandise, please inspect it carefully as to
contents and condition.
- All claims for damaged or missing items MUST be reported to
Internet Security Systems within
two (2) business days of receipt of merchandise.
- In the event your package arrives damaged,
it is the responsibility of
the customer to contact the carrier (such as UPS, DHL etc) to inspect the package to assure full
refund/replacement.
- All packaging MUST be retained until the problem has been resolved.
- Please DO NOT damage the manufacturer's packaging.
- Please DO NOT fill out the manufacturer's warranty cards until you are
absolutely sure you want to keep your merchandise.
- Please DO NOT throw away any of the packaging materials such as boxes,
instructions, inserts, bags, etc until you are completely sure you want to
keep the equipment.
- We cannot accept merchandise for return
with completed warranty cards or
damaged or missing boxes, manuals instructions and packing and any
collateral material.
- Keep your Invoice and Receipts with your important records.
- Read all instruction manuals carefully BEFORE testing your equipment.
NOTE: Internet Security Systems will not be responsible for any consequential
or incidental damage resulting from the sale or use of any merchandise bought
from us. Our sole responsibility will only be the monetary value of the
merchandise.
How do I return an item?
- Read our rules and policies above before you return an item
- To return an item you must contact Customer Service for prior approval
and obtain an RMA number.
- All merchandise purchased from Internet
Security Systems is sold in its original factory
packaging with all contents as supplied to us by the
manufacturer/distributor. Therefore it can be returned only if in original
manufacturer's packaging, same condition as sold, with all
literature/instructions/documentation and blank warranty cards as explained
above.
- Place the sealed manufacturer's box into a shipping carton.
- Please do not place stickers or shipping labels on the original
manufacturer's package.
- For your own protection insure the package and ship via a traceable method.
We are not responsible for lost or damaged packages.
At Internet Security Systems, our goal is to
ensure your complete satisfaction with your purchase. If, for whatever reason,
you are dissatisfied with your purchase, you can return it to Internet Security
Systems within 10 days of receipt of item(s). Claims for
damaged or missing items must be received within two business days of receipt of
merchandise. All Returns may be subject to a 25% restocking fee.
Please note that if an item is not in stock and
we will place a special order from the manufacturer for you. Should you choose
to cancel this order, please be advised that you may only do so within 24 hours.
Should your order be cancelled after 24 hours your order may be subjected to a
25% re-stocking fee (which is assessed by the manufacturer).
Please read all conditions below. If conditions are not met,
Internet Security Systems reserves the
right to refuse the return or to charge a restocking fee of 25%.
How to return or exchange an item:
- To return an item you must fill out this RMA form and then fax it in & call Customer Service at
212-537-6540 or email
sales@issisecure.com to obtain an RMA number.
- Place the original manufacturer's package into a shipping carton.
- Include the invoice and the reason for the return. If defective, please
specify the defect.
- Please do not place stickers or shipping labels on the original
manufacturer's package.
- The RMA number must be clearly written on the outer box. If you received
a label in the email, print the label and tape it to the carton.
- Ship via insured ground service with a tracking number. Return shipping
charges are the responsibility of the customer. We are not responsible for
lost or damaged packages.
Rules:
- All returned or exchanged items must be in new condition, in their
original box, and must include all packing material, blank warranty cards,
manuals, and all accessories.
- Items with timers must show less than 60 minutes of use. Items with
shutter counters must show less than 50 exposures.
- Internet Security Systems is not responsible for personal data or items left in returned
merchandise.
- Defective items may be repaired or exchanged at our discretion for the
same model or manufacturer's equivalent model.
- RMA numbers are valid for 10 days.
No Return/Exchange On:
- All consumable items (e.g., film, tapes, paper, bulbs, CD, DVDs, etc.)
once unwrapped
- All batteries.
- Any product(s) that has been opened (taken
out of its plastic wrap).
- Any product(s) not in its original
condition, is damaged, used, or is missing parts, warranty card(s) or
instructions.
- Any product(s) returned more than 10 days
after delivery.
U.S. & Grey Market Items
What are the differences between US and Grey Market items?
Primarily price and warranty service. Generally, IMP products are less
expensive. The US-warranted item's price covers the American importer's
operating expenses, including warranty service, their sales staff, web sites,
advertising, and all their overhead expenses. The price of the IMP product
covers none of this since the IMP product was brought into the USA by someone
other than the manufacturer's licensed importer.
Internet Security Systems sells only USA
warranty products. We do not sell Grey Market items (unless specifically
indicated).
About the warranty on US and Grey Market items:
All items sold by Internet Security Systems are warranted solely by the manufacturer/distributor,
except "direct import" a/k/a IMP items.
When we don't show prices:
There are places on our web site, where the MFR
Suggested retail
prices are intentionally shown. In other instances, the advertised price is
higher than the price you actually pay when you order that item. The reason for
this is MAP (Minimum Advertised Price).
MAP is a voluntary agreement a retailer enters into with a supplier.
According to the agreement, which varies in details from vendor to vendor, the
retailer can sell an item for any price, but may not advertise the item for an
amount less than the Minimum Advertised Price. Retailers agree to MAP contracts
because the vendor makes it worthwhile for them to do so. A retailer who abides
by the agreement can count on getting first news and early shipments of new
products, and generally enjoys a "favored" status.
At Internet Security Systems, while we abide by our MAP agreements, we want to make it as easy as
possible for you, our customer. When there is a lower selling price and the
provision of the contract permit, we will volunteer it. At Internet Security
Systems, our lowest selling price is always
what you pay. At Internet Security Systems, we've set up workarounds. Either we ask you to
add the item to cart, to call, or we
will email you the price, or you can use
Live Chat to inquire for the lowest price while online. If you still
have any questions about MAP policies
email us.
Credit Cards:
We accept MasterCard, Visa, American Express, or Discover. We do
not accept check or COD orders via the web site
at this time.
PayPal:
If you would like to place an order using PayPal:
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Please click the PayPal
button to add your items to the Shopping cart. This opens a new window and
you use the PayPal shopping cart to checkout.
-
Follow the PayPal Checkout process to complete your purchase.
In an effort to provide a broad range of
payment options, Internet Security Systems has partnered with Google Checkout. Google Checkout
makes online shopping easy by providing a single login for purchases across the
web.
Here is how you use Google Checkout
- Once you have found the product you would like to purchase, click the
"Add to Cart" button on the product page. This will add the product to your
shopping cart.
- Select the Google Checkout option if you wish to use Google Checkout as
your payment method.
- Follow the Google Checkout process to complete your purchase.
- Once you have completed a purchase using Google Checkout,
Internet Security Systems will
communicate with you via your Google Checkout email address regarding
shipping, changes to the order, tracking and returns.
Security when using PayPal & Google Checkout
- Your credit/debit card information is stored in your Google Checkout
or PayPal
account. Your
credit/debit card information is not shared with us.
- When you use PayPal or Google Checkout you are protected by
their fraud protection policy which covers you against unauthorized
purchases.
For more information visit
PayPal or
Google Checkout websites.
Customs
- International orders are generally subject
to local import duties and taxes. Internet Security Systems is not responsible for, nor can offer any
specific advice regarding any customs related fees that you may incur. For
specific information, please consult with your local government import
office.
- Sales tax is applicable only for purchases made
by New York
orders shipped to a New York address. This tax is not
a VAT, and cannot be recovered by non-USA visitors when returning home.
- Returns & Replacements: If you return a product to us, you will be the
exporter from the destination country. Title and risk of loss transfer to us
upon our receipt of the merchandise.
- Privacy: As your privacy is important to us, we strive
to exceed your expectations for privacy. Please be aware that cross-border
shipments are subject to inspection by customs authorities. We may also be
called upon to provide certain order, shipment, and product information to
our international carriers. Carriers may communicate such information to
customs authorities for the purpose of facilitating customs clearance and
compliance with local laws.
Some orders are shipped in multiple parcels.
Saturday and Sunday are not considered business
days.
Orders being shipped to
Alaska, Hawaii, Guam, or the Virgin Islands are not considered domestic
shipments, and may be subject to additional shipping charges. If any additional
charges apply, you will be contacted by our sales team shortly after the order
is placed.
Please be aware that shipments via UPS are
significantly faster, are easily traced should they go astray, and have a
guaranteed delivery time. Shipments sent via US Postal Service can take much
longer to reach their destination and cannot be tracked.
Thanks for choosing Internet Security Systems
Inc. please read our FAQ
Please read these questions and
answers before placing your order.
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Q:
How do I buy with PayPal ? When
I click add to cart it only
shows 2 choices Credit card or
GoogleCheckout?
Answer: click the PayPal button
next to the item you wish to buy
and it adds to a PayPal cart
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Q:
I placed an order from your
website with PayPal /
GoogleCheckout now when I login
to my account it isnt there?
Answer: Only Credit Card orders
are saved in your online account
please login to your
www.paypal.com /
http://checkout.google.com
account to see your order
history.
-
Q:
Why did I get an email from your
website I didnt place an order?
Answer: If you signed up for an
account even if you canceled the
order you receive an email that
your account was created.
-
Q:
I placed an order and got a
transaction error?
Answer: Please check your credit
card number and exp date exact
name on card and code, if any of
these are even one number or
letter off the card is rejected.
Also please make sure your
billing address matches the one
associated with this card and
that the zip code street name
etc. are correct this too causes
the card to be rejected.
Contact your bank or card issuer
to see if its being blocked.
If you still have problems call
us we can process you card with
our terminal by phone.
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Q:
Do you accept international
orders from my country?
Answer: Yes please see our
policy here:
http://www.internet-security-inc.com/overseas.php
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Q:
How much is shipping to my
country?
Answer:
Shipping/Handling rates vary
please contact us for details.
-
Q:
Can I fax you my order and
credit card info?
Answer: Yes 212-202-3763
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Q:
Is the item I want in stock? How
can I check?
Answer: Many of the items listed
are in stock in one of our many
national warehouse locations
ready for next day delivery.
However some items may be out of
stock on back order or special
order only. Please contact us at
212-537-6540 or email us at
info@issisecure.com before
placing your order if you need
to know stock status.
-
Q:
What if the item I need is not
in stock?
Answer: We can order the item
for you, it can take 2-3 weeks
or only a few days depending on
the item and our distributors
contact us at 212-537-6540 or
email us at
info@issisecure.com on a
case by case basis.
-
Q:
Can I get next day air,
overnight and / or express
delivery?
Answer: Yes contact us at
212-537-6540 or email us at
info@issisecure.com before
ordering so we can help you.
-
Q:
When does my order ship?
Answer: If its in stock usually
within 24 hours of receiving
your order (except weekends and
holidays), unless its a special
order item or on back-order.
-
Q:
What if I have a special order?
Government, tax exempt or
overseas international order?
Answer: Contact us at
212-537-6540 or email us at
sales@issisecure.com so we
can help you process this order
and we will refund the taxes and
or assist you.
-
Q:
What if the item I order is on
back order or unavailable?
Answer: We will do our utmost
best to get you your items asap.
If you choose to cancel before
the items arrive from our
distributors you can cancel for
a full refund.
-
Q:
What if the item is damaged?
Answer: Contact us at
sales@issisecure.com for a
replacement.
-
Q:
I tried to order an item and
your service reps offered me a
replacement why?
Answer: ISS does NOT bait and
switch EVER. We NEVER do that.
The only reason we may offer you
a replacement would be that our
distributor no longer carries
that model or the manufacturer
has discontinued that model and
this is the replacement offered.
We list ten of thousands of
items and things are constantly
changing.
-
Q:
What if I need a recommendation
on what accessories to purchase?
Answer: Please contact our
customer service reps at
212-537-6540 or email us at
info@issisecure.com to
assist you.
-
Q:
What if I have a question about
the item advertised?
Answer: Please contact our
customer service reps at
212-537-6540 or email us at
info@issisecure.com to
assist you. If we dont know the
answer we will try and get an
answer for you.
-
Q:
Can I place an order by fax?
Answer: Yes dial 212-202-3763
-
Q:
Can I place an order by email?
Answer: Yes email us at
sales@issisecure.com
-
Q:
Can I place an order over the
phone?
Answer: Yes just call
212-537-6540
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Q:
Are there bulk order discounts?
Answer: There may be on certain
items contact us before ordering
by phone or email.
-
Q:
Are there discounts for school
or government orders?
Answer: Yes contact us by phone
or email for details.
-
Q:
Do you have any closeouts or
special items on sale?
Answer: Yes see
http://www.internet-security-inc.com/catalog/specials.php
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Q:
What if I have a question that
isn't answered here?
Answer: Call us at 212-537-6540
or email us at
info@issisecure.com
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Q:
The item I am interested in says
Special Order what does that
mean?
Answer:
Please note that this item
is not in stock and we are
placing special order from
the manufacturer for
you. Should you choose to
cancel this order, please be
advised that you may only do
so within 24 hours. Should
your order be cancelled
after 24 hours your order
may be subjected to a 25%
re-stocking fee (which is
assesed by the
manufacturer).
Please contact customer care
with any questions or
concerns.
-
Q:
What are your policies?
Answer: See -
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