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Merchant and Privacy Policies

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Shipping Limits

We ship anywhere in the United States and Canada. UPS is the default option listed in our checkout system, but we reserve the right to ship the best way possible at the lowest cost. Adjustments will be made to your order total if more reasonable shipping methods are used. A small handling fee will be included in the shipping costs to cover boxes and packing materials to insure a safe delivery to your door. Orders over $100.00 in value will be insured. Canadian orders will be shipped the best way at the time either USPS Priority Mail International or US Mail parcel post. We are at this time accepting and shipping international orders at our discretion to many Countries. Responsibility of Customs Fees, GST's, Broker Fees, and any other fee or tax is the responsibility of the buyer. Please e-mail us at info@esgdirect.com if you have any questions. Thank you for shopping EsgDirect.

Customer Guarantee

We at EsgDirect.com want to make your whole shopping experience a pleasant one. Nothing but a satisfied customer is acceptable to us. Our policies run in conjunction with the return and guarantee policies of the manufacturers whose products we sell. If you are not satisfied with any product, the first step is contact us by e-mail or phone and explain the reason(s) why you are not completely satisfied with your purchase. We make every attempt to list the guarantee of each company’s products right on the catalog page of the web site. All returns will have to be shipped freight prepaid, insured. But you will need a confirmation from us before the return is made. Thanks for shopping EsgDirect.com!

*MAP - Manufacturers Advertised Pricing:

Some product manufacturers set retail pricing and make resellers adhere to it.

Returns & Refund Policy

We always want you to be happy with your purchase, but we understand that sometimes things need to be returned. We have tried to come up with a fair return policy, and make it as easy as possible to facilitate a return. Our return policy is as follows, and as always, please feel free to call us with any questions. Our policies may run in conjunction with the return and guarantee policies of the manufacturers whose products we sell. If you are not satisfied with any product, the first step is contact us by e-mail or phone and explain the reason(s) why you are not completely satisfied with your purchase. We make every attempt to list the guarantee of each company's products right or a link to their website on the catalog page of our web site. Please note that ALL mail-order returns must be shipped back to our Tonawanda, NY headquarters: 145 Elmview Drive, Tonawanda, NY 14150.

Returns: Unopened item(s) may be returned in the original unopened package within 15 days of your purchase for a full refund in the amount of the then-current price or your original purchase price (whichever is lower, less shipping charges where appropriate). Opened item(s) may be returned within 15 days for STORE CREDIT ONLY. After 15 days, any items returned must be unopened, unused and for store credit only. Certain restrictions and exceptions apply. Shipping charges to return the product are your responsibility. Product must be unregistered with complete packaging and support material and ready for sale as a new product. Another shipping charge will be assessed against substituted merchandise. Refunds, on opened packages are given at the discretion of EsgDirect.com at will be 15% retesting/repacking/restocking fee. Specialty, non-standard products are unique

Upon the return of an item within the return policy we will verify all parts are included and ensure that there is no user-caused failure of the item. A service technician is required to examine the item -either ours or by the manufacturer of the product so that we may assess the item prior to issuing a refund, credit or exchange. Open box electronics that were attempted to be installed cannot be resold as new. We make all attempts to provide drawings with dimensions and installation instructions like the Moor product line, as these items are special to the applications they were manufactured for.

Refunds: Refunds for returned merchandise will be made in the form that payment was made. If payment was made by credit card, refund credit must be issued the same credit card as was used for the purchase. If payment was made by cash or check, EsgDirect.com will issue refund payment by check within 7-10 days. Shipping charges are non-refundable.

Refused Orders: All refused orders will be subject to a 15% restocking fee. Shipping charges are not refundable. In addition, refused orders may be subject to additional shipping charges to cover the cost of returning the products to EsgDirect.com. International refusals are subject to taxes, import and export fees, as well as return shipping costs and the 15% restocking fee.

Custom Configurations (CTOs) & Special Orders: No returns or refunds will be made for items that are special ordered for you or for unusual custom configurations of systems without the written consent of EsgDirect.com in each instance prior to purchase. Please consult a EsgDirect.com service representative with questions. CTO Disclaimer: CTO (configure-to-order) products are actually custom-built to fulfill individual orders. CTO products are not typically kept in stock by our vendors and usually require additional shipping times. CTO Products typically ship in 7 - 10 business days. Shipping may vary for certain products; email info@EsgDirect.com any questions about specific products. CTOs do not fall under our regular return policy. We do not accept returns or cancellations and all warranties are covered through the manufacturers. If you receive a defective-on-arrival CTO, please contact our tech department at 716-578-8449 or info@EsgDirect.com.

Return Procedure: Returned merchandise cannot be accepted without a Return Merchandise Authorization (RMA). To obtain an RMA, please call EsgDirect.com at 716-578-8449 or e-mail info@EsgDirect.com. EsgDirect.com will NOT accept returns without an RMA. Or you may go to the e-mail form at the "contact us" link and choose "returns" as subject, matter. State the reason(s) you want to return item and whether you desire a refund (if qualified) or replacement. In order to obtain credit for any equipment purchase, you must return the equipment including all manuals, blank registration cards, accessories and packing materials, etc. in the original packaging. The equipment must not be damaged in any way. EsgDirect.com will NOT accept incomplete returns. Returned goods must be shipped freight-prepaid and insured. For more information, email info@EsgDirect.com or call an EsgDirect.com service representative at 716-578-8449.

Payment Options

We gladly accept Visa, MasterCard, Discover, American Express, and PayPal for online transactions. Phoned in orders are limited to the major credit cards we accept only. Sorry, we cannot accept C.O.D. orders. With all phoned in orders, we need your e-mail address and a password of your choosing for our processing needs only. Your full address as it appears on credit card billing statement is required for address verification purposes as well as the 3 digit code on back. (or 4 digit from Amex) for cards not present.

Privacy Policy

We at EsgDirect want to assure our customers that any information collected will never be sold or given to anyone. Your privacy is important not only to you but to us also. EsgDirect.com is committed to protecting your privacy. EsgDirect.com will never willfully sell for consideration personally identifiable information about you or your business to any third party without first receiving your permission. In order to protect you, LinkpointCart and Authorize.net use state of the art technology to protect your data from unauthorized third parties. Currently LinkpointCart and Authorize.net uses Secure Socket Layer Software (SSL) to protect your data and secure your transactions. SSL encrypts all your personal information, including your credit card number, name, and address as it is transmitted over the Internet.