- “I have a question about shipping…”
Go here!
- Are there any taxes and duties?
All duties and taxes are the responsibility of the recipient. Canadian orders will be charged the following amounts: 12% for BC, 13% for Ontario, 15% for Nova Scotia and 5% for the rest of Canada. We do not charge Provincial Sales Tax (PST) or tax on orders destined outside of Canada.NOTE: Authorities in your country may impose local taxes upon arrival. Check with your local customs office for more information. Duties will be assessed by the individual importing country laws and regulations and will be charged at the time of delivery. Due to the complexity of international shipping, we are not able to provide quotes or estimates of these amounts. By placing an order, you accept responsibility for these fees when the order leaves our facility. - Are there any handling charges?
- I see a login prompt on the web site now. Do I have to log in to place an order now? I liked it like it was before!
No! You do not need to log in to place an order. However, if you do create an account and log in, you will be able to maintain your preferred site viewing settings as well as your name and address for quick and easy future orders. - Are you sure that my credit card details are safe and secure?
Absolutely! We make absolutely sure that your credit card is safe from the web site all the way until the transaction gets to the bank. The Solarbotics web site is hosted on its very own dedicated server, so you can be sure no one will have physical access to the machine. When your credit card details are submitted, they are transmitted over SSL (Secure Sockets Layer) to our secure server. We continually upgrade our software to avoid any potential and future security risks.We treat all our customers the way we would want to be treated, and we would have no issues trusting our own personal data to this web site. If you have any more concerns, please do not hesitate to contact us. Besides, we don’t even save your credit-card data on the website - it’s deleted as soon as the order is processed! - Will you sell or give away my personal contact information?
Heck no! We hate spam just about as much, if not more than anyone else (you should see the piles of spam we get on an hourly basis!) so for us to give out your email address or contact information would be unthinkable. The only time your personal information is used is when we:- Process your order
- Contact you regarding your order
- Send you our catalog (once a year)
- What kind of payment methods are acceptable?
Solarbotics can process your order online using MasterCard, Visa or PayPal. Simply go through the checkout process and enter your credit card number and expiry date and your order will be processed that way.We also accept cheque or money payments. Please view the mail order page for more details on sending Solarbotics a money order or a cheque payment. - Can I pay with PayPal?
Absolutely. Add items to your cart as usual. When at the cart, click on the “Checkout (PayPal)” button instead of the Visa/MC button. Proceed through the order checkout normally and follow the directions during the checkout process.Customers must have confirmed addresses when placing orders for $100 or more. - I would like to return some product, what are my options?
All returns require an RMA number.You may return merchandise (excluding software, books, special or custom orders, and items marked Final Sale) within 30 days of purchase for whatever reason. All goods must be in new and unused condition and be in its original packaging. Beyond the 30 day period, there is a 20% restocking fee.To make a return, please contact Solarbotics Ltd to obtain an RMA (Return Merchandise Authorization) number and further return instructions. All returned goods must have an RMA number to get a refund. The customer must prepay return shipping and items must be properly packaged. Upon return of the item to Solarbotics Ltd., and once it has been deemed in new, resalable condition, a refund will be given or a credit applied to your account. - What about purchase orders?
Solarbotics Ltd. does offer Net30 credit to companies upon credit approval. To obtain this credit, please fax us a list of four (4) credit references along with your initial purchase order. If you have an account, simply fax your P.O. to 1-403-226.3741. There is a $100 minimum order (before taxes and shipping) to purchase on account.Educational, Military or Government Institutions need not apply for credit. Net30 will be automatically extended upon receipt of a copy of the original P.O. by fax, mail or email.NOTE: All P.O.’s must show the following:Ship To Address
Bill To Address
If order is time sensitive, a required delivery date must be indicated
Part # (SKU), quantities and prices
Shipping method (Please state whether to prepay and add shipping or if you have a UPS, FedEx or Purolator account you would like us to use)
Originator name, phone number and authorized signature
Purchase order numberAny Purchase Orders missing information may be subject to delay.
- Why do I get a “Security failure. Data decryption error.” message when using Internet Explorer on Mac OS?
This error is the result of a bug in Internet Explorer. If you are using Mac OS X, you should use a different browser to eliminate this message, such as Firefox or Safari. - What happens if an item I want is on Back Order or Temporarily Sold Out?
If an item is on back order or temporarily sold out when you place your order, we will hold your entire order until the back ordered item is available to ship. If you would like us to partial ship the order, please contact us by email (sales@solarbotics.com) or phone at 403-232-6268 or 1-866-276-2687 to let us know. Please note there will be additional shipping charges applied if you require partial shipping of your order. As a standard, we do not contact you because there are several messages on the website stating that you have a back ordered item in your shopping cart before the final stage of payment is required.If an item becomes sold out before we can ship your order we will contact you by email to let you know and to see how you would like us to proceed with the remaining items in the order.
We charge a $5.00 handling fee for all orders that are under $30 (CAD/USD) when you view your cart there will be a large notification at the top that tells you if your cart total is less than $30. This notification will also tell you if a handling charge applies. Please note: We also charge this handling fee on orders that are placed via the phone.