Customer Service

Customer Service Sections:

• Shipping & Handling - For orders within the U.S.
• International Orders - For orders outside of the U.S.
• Order Status - Log-in to check your order status.
• Payment Options - View available forms of payment.
• Cancelling an Order - Need to cancel an order?
• Returns - Need to return a product?
• Warranty - Product warranty.

Shipping & Handling - in Continental United States.

All orders are shipped by Federal Express. The default shipping method is FedEx Ground which is typically delivered within 4 to 7 business days to anywhere in the Continental United States. Additional Federal Express delivery options are also available.  After choosing the appropriate shipping option, your shipping cost will be automatically calculated for you. Any requests for special shipping arrangements by any other courier should be prearranged prior to placing your order.  For questions about shipping or to prearrange an alternate shipping method call (800) 720-3860.

• Your credit card will not be billed until your order is released to shipping.
• If your order is being shipped to an address which is different than the credit card billing address, you must enter the destination zip code where indicated on the shipping page in order to have the appropriate shipping charges calculated.
• All Shipping/Handling Charges are non-refundable.
• All in-stock items ship within 1-2 business days. If you need an item shipped immediately, please contact our sales team before placing an order. They will arrange for your items to be shipped the same day, if possible.

International Orders

SanSpot accepts international orders from several countries around the world.  If you wish to find out if your country is on the list prior to ordering, please contact us online or call us at (800) 720-3860.

Note: If you reside in the United States, you can use the online system to pay via credit card, check, wire transfer, purchase order or money order.

Prerequisites for shipping internationally are:

• Wire Transfer (Please contact us for Wire Transfer Information).  A $30 charge is applied to each international Wire Transfer received. 
• Credit Card Orders are accepted from Canada, U.K., Germany and European Union members only.  Credit card orders received from any other international countries will be cancelled by SanSpot.
• Fedex, UPS, or DHL account number (All associated shipping charges such as duties, taxes, and shipping fees will be billed to this account).  If you do not have an account with one of the listed companies, please contact us online or call (800) 720-3860 to arrange for shipping.

The following is the general process for international orders:

1. Place your order online or via telephone with one of our sales reps. Make sure to choose the destination country as well as provide your FedEx, DHL or UPS account number (all international related shipping fees will be billed to this account).
2. Order information is reviewed and verified. If the order is approved by San Spot, it will be processed. If further information is required (ie. correct address, discontinued item replacement approval, etc.), an email notification will be sent to the customer. The customer must then reply to the email or contact a SanSpot sales representative to provide the required information. Once the necessary information is provided, the order is processed.
3. If any order adjustments were made (item change, address correction, cancellation, etc.), an Adjusted Invoice will be emailed to the customer in order to reflect the updated information. If needed, SanSpot will email the Wire Transfer instructions with the Invoice. The customer must then process their wire transfer for the Total amount shown on their invoice.
4. SanSpot will NOT accept any Returns or Exchanges for items shipped to International addresses.

Order Status

Log-in to check your order status.

Payment Options

Credit Cards - Accepted online or over the phone.

• Visa
• Mastercard
• American Express

Wire Transfers - A $30 service charge is applied to each International Wire Transfer received.

Purchase Orders - Pre-approval and Credit Terms may be obtained by calling (800) 720-3860.

• Fax your PO to (631) 738-0035
• Please indicate billing address and phone number so we can bill you
• Please provide Accounts Payable information
• Invoice will be sent via US Postal Mail, email or fax

Cancelling an Order

Orders placed through SanSpot.com are non-cancellable once in processing. If you would like to return an item, please follow instructions in “Returns” section.

Returns - in Continental United States.

To return a product to SanSpot, you'll need to request a Return Merchandise Authorization (RMA) number by contacting your SanSpot sales representative.

To request a return:
By phone: 800.720.3860
By email: Online return information

We'll need the following information to authorize your return:

• Customer name
• Invoice or order number
• Item Description / Part #
• Item serial number(s)
• The number of items being returned
• Whether the product box has been opened
• Nature of the problem

In general, SANSPOT accepts returns or exchanges on merchandise from select manufacturers within 15 days. All returns must be authorized and approved by the manufacturer. Returns within 15 days from invoice date can be for exchange, replacement refund or credit at SANSPOT's discretion. Please be aware that specific manufacturers have more restrictive return policies.  Please review the list of non-returnable items below. All items returned for a refund will be subject to 25% Restocking Fee if they are returned in their original condition.  All exchanges made within the continental United States will be subject to NO Exchange Fee if they are returned in their original condition.  SanSpot will NOT accept any Returns or Exchanges for items shipped to International addresses.

Original shipping charges are not refunded on returned items. The return shipping (from customer to SanSpot/Manufacturer) is the responsibility of the customer.

If you wish to return items, you MUST request an RMA number (by phone 800-720-3860) prior to shipping the return item. RMA numbers should be clearly written on the outside of the return box prior to shipping it. The phone number for questions about item returns is (800) 720-3860.

• Non-Returnable Items:
  • Software
  • Custom Configured equipment (including Storage Libraries and disk subsystems)
  • Spare Parts
  • Open Media
  • Custom Printed Labels
  • Items with original seal broken
  • Service Contracts
  • Services
  • Items sold as “Used”
• New HBA, SFP and GBIC products are non-returnable once the package is opened.
• New media is warranteed by the manufacturer. If it is opened and does not work properly, please contact the manufacturer for a replacement.
• Items must be returned in their original packaging. Otherwise, the items will be subject to additional charges above and beyond the restocking fee.
• Returned items will be inspected for damage and wear. If the returned item is deemed to be in its original condition, a refund for the total order, LESS restocking fee and shipping costs, will be credited to the purchaser's credit card. If the initial order was made by check or money order, a refund check will be issued to the purchaser in the amount of the order, LESS restocking fee and shipping costs.
• Exchanged items must be returned in their original packaging. Otherwise, the items will be subject to a restocking fee.
• Exchanged items will be inspected for damage and wear. If the item being returned for exchange is deemed to be in its original condition, the new item will be shipped out immediately to the recipient. If the cost of the exchanged items are not equal in value, the credit card that was used on the initial order will either be debited or credited to make up the difference. If the initial order was made by check or money order and a refund is due, a refund check will be issued in the amount of the difference, to the purchaser. If more money is due, we will contact you either by phone or email to secure the additional funds. When the proper funds are secured, we will ship the new item.
• RMA numbers for returns must be requested within 15 days from the date the merchandise is received by the customer. The original item(s) being returned must be received by SanSpot within 15 days from the date an RMA number is issued. Special note: If you have special circumstances which prevent you from adhering to these rules, you must contact us (by phone 800-720-3860) within 15 days after placing your order.
• If purchased items are returned without a valid RMA number, buyer will be responsible for additional charges incurred by SanSpot in locating and processing the package. In this case NO REFUND will be issued for returned items.

Warranty

SanSpot Inc. guarantees all used equipment to arrive to the customer in working order.  In addition, all USED Equipment sold by SanSpot, Inc. comes with a 30-day warranty against defects.

SanSpot now offers our customers the option to purchase an extended warranty on their Used Equipment. For more information please call us at: (800) 720-3860.