FREQUENTLY ASKED QUESTIONS (FAQ)
ORDERING
Does CSI Solutions accept phone, fax, email or snail mail orders?
I didn't see an order confirmation page. Was my order submitted successfully?
I think I may have inadvertently placed a duplicate order. What should I do now?
After I submit an order with CSI Solutions, how will I be advised of the order's progress?
Why must CSI Solutions verify my shipping address?
PAYMENT
What payment methods does CSI Solutions accept?
Does CSI Solutions charge sales tax?
Is CSI Solutions a secure website? What type of security features are utilized to safeguard my information?
RETURNS (RMA)
Is it mandatory to have an RMA number in order to return a product to Newegg.com?
How do I acquire a Return Merchandise Authorization number (RMA#)?
What address should I send my return to?
ORDERING
Does CSI Solutions accept phone, fax, email or snail mail orders?
All ordering, price quotes, stock status, and shipping quotes are provided online, over the phone, fax, and email. We do not accept snail mail orders. All pricing quotes on products and shipping are available through any of the methods listed above.
I didn't see an order confirmation page. Was my order submitted successfully?
If you didn't see an order confirmation page even though you clicked the last submit button, our server probably still received your order. This happens when communication back to your PC is interrupted following your order submission. You may wish to contact our Customer Service Department at 1-888-274-3528 to make sure your order was received.
I think I may have inadvertently placed a duplicate order. What should I do now?
Call CSI Solutions customer service at 1-888-274-3528. We will void the order for you as long as it has not yet been invoiced or shipped. If duplicate orders have been shipped. You will be refunded in full when those items are returned to Newegg.com.
After I submit an order with CSI Solutions, how will I be advised of the order's progress?
CSI Solutions will keep you informed of your order via e-mail. Your tracking number will be emailed to you once the item is shipped. You may also check our online order status page for live updates.
PAYMENT
Why must CSI Solutions verify my shipping address?
For fraud prevention purposes, if your billing and shipping addresses are different, we must verify your shipping address. Please contact the bank that issued your credit card and have your shipping address listed as an alternate address in that bank's memo field. Please make sure your credit card issuer bank's phone number is correctly listed in your CSI Solutions account information.
What payment methods does CSI Solutions accept?
Visa
MasterCard
Discover
American Express
Pre-paid Company Check, Personal Check, Cashier's Check or Money Order (Note: All Prepaid Orders, including Cashier's Checks, take longer to process because they must first be cleared with the bank)
No Purchase Orders or C.O.D. orders will be accepted.
Does CSI Solutions charge sales tax?
CSI Solutions has warehouse in FL and the appropriate tax rate is charged for any order shipping to FL.
*FL TAX RATE 6.5%
**We cannot make any changes to the tax rate. Please refer to www.boe.ca.gov on Transactions and Use Tax Regulations, regulation 1821 sec (2) and regulation 1823 (b) Use Tax sec (1).
Is CSI Solutions a secure website? What type of security features are utilized to safeguard my information?
Security is a top priority at CSI Solutions. When you submit sensitive information via the website, your information is protected both online and offline.
When our registration/order form asks you to enter sensitive information (such as your credit card number), that information is encrypted and is protected with the best encryption software currently available in the industry - SSL. CSI Solutions uses the most advanced form of SSL software available: 128-bit encryption by Verisign. To learn more about SSL, follow this link www.verisign.com.
Access to all of our users' information is restricted. CSI Solutions operates in a secured and locked facility that requires all employees to check in and wear valid ID badges. Security cameras are positioned throughout the building in conjunction with multiple alarm systems. Only employees who need the information to perform a specific job are granted access to personally identifiable information. If you wish to have your financial information removed at the time of your order, you may opt to have your financial information deleted from our records upon completion of your order. Otherwise, you may contact us at service@security-wholesalers.com or call our toll free number (888) 274-3528 to request that your information be deleted from our database. For future transactions, you will be required to re-enter your information.
All CSI Solutions servers, including web servers and database servers, are housed and maintained in secure locations. Access to the database is strictly monitored and protected from outside access. Internet access is restricted and protected by multiple Checkpoint and Cisco firewalls and password protection. The servers on which we store personally identifiable information are kept in a secured environment, inside a secured and locked room. All backups are stored and locked in a high-level security room. Only personnel with proper security clearance have access to these restricted areas. Tape backups are not permitted to leave the premises without prior authorization.
All employees are kept up-to-date on our security and privacy practices. Every quarter, as well as any time new policies are added, our employees are notified and/or reminded about the importance we place on privacy and of what they can do to ensure that our customers' information remains protected.
RETURNS (RMA)
Is it mandatory to have an RMA number in order to return a product to Newegg.com?
Yes. You must obtain a Return Merchandise Authorization ("RMA") number within the applicable Return Policy period. CSI Solutions will not accept returns without prior authorization and an RMA number. Once issued, RMA numbers are valid for 15 days. CSI Solutions must receive the returned products within this timeframe. RMA numbers will not be extended or reissued. Customer should prominently display the RMA number(s) on the shipping label of boxes containing the returned product.
How do I acquire a Return Merchandise Authorization number (RMA#)?
Call (888) 274-3528 and speak to a customer service representative.
What address should I send my return to?
The address to send an RMA to is:
CSI Solutions
1798 Wild Dunes Circle
Orange Park, FL 32073
Attn: RMA# (write your RMA number here)
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