Customer Center
 |
Frequently Asked Questions |  |
 |
||
- How can we contact Sustain.com?
- Do you except Purchase Orders?
- What is the difference between OEM and Compatible product?
- What is your Guarantee/Warantee?
- How much do you charge for shipping?
- Can i have an order overnighted?
- Do you ship APO/FPO boxes?
- Is my order subject to sales tax?
- How long will it take for my order to arrive?
- Is the ordering process secure?
- I made a mistake, can I change or cancel my order?
- I do not have a credit card, can I still place an order?
- I need a printable copy of my invoice, where do I get it?
- How do I return/exchange an item?
- How do I place an international order?
Q. How can we contact Sustain.com?
A. Contact Us:
Toll Free: |
1.866.836.4114 |
Local: |
773.277.3800 |
Fax: |
773.277.3801 |
Email: |
Mailing Contact:
Corporate Headquarters
Sustain.com
11235 South Cottage
Grove Avenue
Chicago, Il 60628
Q. Do you except Purchase Orders?
A. We do accept purchase orders from pre-qualified business, educational, and government institutions. For more information contact our sales department at 1.866.836.4114 or email sales@Sustain.com.
Q. What is the difference between OEM and Compatible product?
A. An OEM or Original Equipment Manufacturer product is that which is made by the name brand manufacturer who provides their own warranty on the product. OEM products are also referred to as Genuine or Original. Compatible products in loose terms describe products which can either be generic or OEM remanufactured. Sustain.com's compatible products work equal to OEM quality and performance standards and provide the same page output. Most of our compatible products are 100% new generics. All of our compatible products come with a 100% Satisfaction Guarantee.
Q. What is your Guarantee/Warantee?
A. Sustain.com offers a 100% Satisfaction Guarantee on all its products. What this means is that if you are not fully satisfied within 30 days, you may contact us for Return/Exchange. After 30 days, merchandise is subject to the manufacturer warrantee which usually is 1 year. For more information on our Return Policy and exceptions to our return policy, click here.
Q. How much do you charge for shipping?
A. Orders under $100 are charged a low Flat Rate shipping cost of $5.95. Orders above $100 are charged 6% of the order total. And orders of $500 and above are shipped FREE of charged. Exceptions to Free shipping include oversized printers, where we charge the published delivery fee because of special freight requirements.
Next DAY Air and Second Day Air shipments are available, costs vary depending on the amount and weight of items being shipped.
APO/FPO shipment costs vary depending on amount and weight of items and as such, will be shipped to only by special request. Charges will be based upon USPS freight cost.
Q. Can i have an order overnighted?
A. Yes, we do offer Next Day Air shipments, however this option is only available when calling us at 1.866.836.4114. Note: If you are ordering an OEM (Genuine) product, 99% of these orders arrive Next Day just by using our standard ground shipping. For an exact delivery time, call 1.866.836.4114, or email support@Sustain.com.
Q. Do you ship APO/FPO boxes?
A. Yes, we do ship APO and FPO military designated addresses. Shipment delivery time and costs vary with each military order, for more details, call us at 1.866.836.4114, or email us at sales@Sustain.com.
Q. Is my order subject to sales tax?
A. Sales tax is only applied to orders in Illinois. All other states are tax free.
Q. How long will it take for my order to arrive?
A. We generally ask that our customers allow between 2 and 7 business days for their order to arrive. However 90% of all orders arrive within 1-3 business days. For more information on our shipping methods, click here.
Q. Is the ordering process secure?
A. Security is a top priority at Sustain.com. When you submit sensitive information via the website, your information is protected both online and offline.
When our checkout 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. Sustain.com uses the most advanced form of SSL software available: 128-bit encryption by Verisign. Fact: 93% of Fortune 500 Companies use Verisign to secure their websites. To learn more about SSL and Verisign, follow this link www.verisign.com. Along with our SSL security Sustain.com is scanned daily for any vulnerabilities and certified to be free from security threats, hackers, or any compromise of sensative information. We also have appropriate security measures in place in our physical facilities to protect against the loss, misuse or alteration of information that we have collected from you at Sustain.com.
In addition, we do not disclose any personal information of our customers to third parties.
Note: If the product you are interested in is discontinued, look for an alternative product link on the page, this will take you to a product equivalent to the one you are looking for. If there is no alternative link, email us at customerservice@Sustain.com or call us at 1.1.866.836.4114 and a representative will help you find a comparible product.
Important: Availability of a product can change at any moment, for Real-Time stock status, contact us by emailing customerservice@Sustain.com or by calling 1.1.866.836.4114.
Q. I made a mistake, can I change or cancel my order?
A. All orders are automatically processed and sent for shipment as soon as they are placed, therefore if you need to cancel or change an order you must call customer service at 1.866.836.4114 immediately. If your order hasn't been shipped at the time of call then a change or cancelation can be made. After shipment is released, cancelations or refused shipments will follow our Return Policy
Q. I do not have a credit card, can I still place an order?
A. If you do not wish to use your credit card for online purchasing, we also accept business, educational, and government purchase orders, checks, wire transfers and money orders. For wire transfer information please call 1.866.836.4114. Wire transfers are released for shipment upon verification from our bank. Please note if you are paying by check, your order will not be shipped until verification of that check can be made. Please put your invoice number on your payment to ensure prompt and accurate application of payment. To place an order over telephone, give us a call toll-free at 1.866.836.4114 and we'll be happy to assist you with your purchase.
Payment Mailing Address:
Sustain.com
1553 Momentum Place
Chicago, IL 60689-5315
Q. I need a printable copy of my invoice, where do I get it?
A. When placing an order with Sustain.com you will automatically be emailed an order confirmation containing all the details of your order. If you did not receive the email then you can also obtain this information by emailing support@sustain.com. If you would like an upgraded copy of your invoice, then email us at sales@sustain.com or call 1.866.836.4114.
Q. How do I return/exchange an item?
A. Sustain.com offers a 30 day return/exchange policy on merchandise based on the following conditions:
You need an RMA # which we will issue to you. You must have this visibly in writing on the outside of the box. You can call one of our customer service representatives at 1.866.836.4114 and they will assist you with your RMA.
- DEFECTIVE MERCHANDISE:
If you have defective merchandise then Sustain.com pays for the shipping cost when returning/exchanging merchandise. We send you by email or mail a Pre-paid shipping label. We will gladly issue you a refund, store credit, or replace the defective product with an even exchange of the same item.
- NON-DEFECTIVE MERCHANDISE:
If you have non-defective merchandise which is unopened, we will issue you an RMA # and will give you an address to ship the product to at your expense subject to a 15% restocking fee. (bold)Note: If the merchandise has been opened and is not defective, we can not issue you an RMA.
For more information on our Return Policy click here.
Q. How do I place an international order?
A. To place an international order we require a minimum order total of $500. You can place the order online, by telephone, or by fax. Additional handling fees will be charged based on the shipment weight and end destination.
