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Sales Policy

Ordering

You can place an order with Infusion Systems Ltd. via our website with detailed instructions and easy to follow steps, or by email, fax or even by phone. Confirming an order is legally binding, where you agree to pay for the ordered items and where Infusion Systems Ltd. agrees to deliver the items, until both parties mutually agree to cancel the order. If you are not ready to place an order, please request a quote (also through our website, or by email, fax or phone) - the quote will include an expiration date.

Unless you have arranged payment terms with us, eg. through a formal purchase order from your institution, we reserve the right to change or cancel your order if it hasn't been paid in full within 10 business days. If we have received only partial payment within those 10 business days since you placed your order we reserve the right to ship part of your order and create a separate order for the remaining items with a separate shipping cost.

Payment

We accept payment through credit card (Visa, Mastercard, American Express), wire transfer and cheque. All payment should be made in Canadian Dollars unless otherwise agreed before your purchase. You can phone or fax us your credit card data if you prefer using our fax form. Cheques should be made payable to Infusion Systems Ltd.. For wire transfers, please consult our wire transfer instructions.

Usually we require payment before shipping any goods, but we do accept purchase orders in some cases. Please contact us to arrange payment terms if you want to purchase using a purchase order. If we agreed on payment terms, we reserve the right to invoice overdue accounts a finance charge of 1.5%/month on the total amount due.

Shipping

We ship our goods regularly all over the world usually with TNT Express, but also with United Parcel Service (UPS), Federal Express (Fedex), DHL, Purolator and with Canada Post (normally only available for orders upto $500). The exact shipping cost is calculated using software that finds the best rate from all the available shipping companies and based on the number, weight, volume, destination, delivery speed and insurance cost of the ordered goods.

For international shipments, the shipping cost does not include local sales taxes and/or import duties. For shipping to the US, EU, Australia, Japan and many other countries there should be no import duties for I-CubeX products but if sales taxes are due, a customs broker may be required and hence brokerage fees may be charged. Please contact your local customs office for information to avoid surprises upon receipt of your order. If you request us to declare the goods as replacement parts for customs we will declare a value of 25% of the invoiced value unless otherwise requested. If you request us to declare the goods as product samples for customs we will declare a $1 value for each item of your order (normally only available for orders upto $500). Please note that in both these cases shipping insurance coverage will be lowered to match the total declared value and that lowering the declared value may incur delays due to customs processing.

When you place an order with Infusion Systems Ltd., we will estimate shipping and delivery dates for you, based on the availability of the items and the shipping methods you choose. Please note that our delivery time estimate does not include customs office delays in the destination country.

When we receive your payment and if the goods are in stock at the time we receive your payment, we will ship the goods within a couple of days - we usually can ship the same day. If they are not in stock it might take a couple weeks. If you decide to ship the in-stock goods of your order separately from the out-of-stock goods, a separate shipping charge will be applied for shipping the out-of-stock goods once they have become available.

Returns and cancellations

Please do not return goods to us without consulting us and reading the RMA instructions.

In the event of defective goods, contact us within 10 business days from the date of your receipt of the goods and provide photos and/or videos of the defective goods and the packaging materials. You can still contact us after 10 business days from the date of your receipt of the goods about any defective goods but we reserve the right to charge you for any inspection, diagnosis, repair and/or shipping.

Non-defective goods may also be returned for a refund or exchange but they have to be returned within 10 business days from the date of your receipt and a restocking fee will be applied to any refund and shipping charges are non-refundable. The restocking fee is 10% of the total amount to be reimbursed with a maximum restocking fee of $100. If you decide to cancel your order after it has left our office, a 10% restocking fee will be applied and shipping charges are non-refundable. If you decide to cancel your order after it has been paid but before shipping, we reserve the right to charge you the cost of returning the money to you.

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