CUSTOMER SERVICE

How can I contact the Quadritics Store?

You can get in touch with us by sending an email to sales@quadritics.com.

We typically respond to emails within 1 – 3 business days of receipt.

ORDERS AND SHIPPING

How long will it take to receive my order?

Please account for five days of handling time from the time of purchase, if it is made during the weekdays (Monday to Friday), no later than 5 p.m. MST, otherwise seven.

Orders typically take 7 – 10 business days to be delivered within the U.S. and 15 - 21 business days to be delivered internationally, depending on the order and the carrier's economy shipping service. Delivery time varies based on your location and size of your order.   

How do I request expedited shipping on my order?

Choose the appropriate shipping service from the options provided.

How do I track my order?

Once your order has shipped, you will receive a confirmation email with your tracking information. The confirmation email will come from sales@quadritics.com, so please check your spam and junk folders.

Do you ship products Internationally?

We do ship products internationally. Some products are restricted for sale outside of the U.S. and therefore we reserve the right to cancel the sale of such products. 

Do you provide discounts on bulk orders?

Please email us at sales@quadritics.com with your bulk order requests along with your email address and we will gladly let you know if your purchase is eligible for a discount and how much.  

RETURNS AND EXCHANGES

What is your return policy?

We want you to love your purchase. If you’re not 100% satisfied, we accept returns or exchanges (except for televisions) within 30 days from the date you received your order. Shipping fees for returns are not refundable and must be paid by the customer.

Please note that the items must be returned unused, in the original condition and packaging for a full refund. If the purchased item is returned in an open box condition, and fully functional, we will charge a 10% restocking fee. If the purchased item is not functional and/or is different from what was originally bought, we reserve the right to withhold all refunds. If the item you purchased, arrived dead on arrival, you must send a time stamped photo/video of the item to sales@quadritics.com, no later than three days after you received the item (as per the tracking info from the shipping courier), for us to assess full refund claims, once we have received the purchased item back.

Why don't you accept returns for televisions?

This is a small business in its infancy with limited warehousing and logistical capabilities at the moment. Televisions are large items that have special handling and transport requirements, which is why we urge customers to inspect their purchased televisions at delivery so that any damaged ones during transport can be returned. As the business grows, we plan to start accepting returns for televisions from next year.

How do I return a television damaged during transport?

Please inspect your panel(s) immediately upon receipt!

 Should a panel be damaged in transit, it must be identified at the point of delivery and noted with the shipper in order to be covered by insurance.  Any freight damage reported after 24 hours from delivery will not be covered.  If there is notable damage to the outside of the box(es) PLEASE refuse the product.

To submit a claim for concealed damage, please report it to us within 24 hours from delivery (photos required). 

If the opportunity to check the panels is missed before they are signed for, we may not be able to file a claim, and therefore unable to replace the broken panel for full credit.

How do I return or exchange an item?

We accept returns or exchanges within 30 days from the date you received your order.  Please contact customer service at sales@quadritics.com with your name, order number and reason for returning the item(s).

Customer service will respond via email within 1 – 3 business days with instructions on how to return or exchange.

Who pays for shipping on items for return?

You will be responsible for paying the shipping costs for returning your item. Original shipping costs are non-refundable.

Who pays for shipping on items for exchange?

You will be responsible for paying the shipping costs for returning your item. We will send the new item out to you at no extra cost.

What if an item is damaged or defective?

If you received an item which is damaged or defective, please send us a timestamped photo/video, no later than three days after you received it (as per the tracking info from the shipping courier), noting the defect or damaged area, to sales@quadritics.com.  Please include your name, email and order # in your correspondence.  We will review the photo/video and respond with further instructions. 

What if I’ve received the item as a gift and I want to return or exchange?

Please contact customer service at sales@quadritics.com for returns/exchanges of gifts. Customer service will respond via email within 1 – 3 business days with instructions.

How long until I receive my refund?

Please allow 7 – 10 business days for your return to be processed by us.  The amount of time for the refund to reflect back on your account will depend on your financial institution. Please contact your bank, credit card company or other financial service provider for questions about timing of returned funds.

CHARGEBACKS AND FRAUDULENT TRANSACTIONS

What is your chargeback policy?

We, at Quadratics LLC, take our commitment to safeguarding the transactions of our customers very seriously. As part of this commitment, we have implemented a comprehensive chargeback protection policy.

Policy Overview

This Chargeback Protection Policy sets out the processes and procedures that apply if you initiate a chargeback request with your credit card issuer. A 'chargeback' occurs when you dispute a charge with your credit card issuer rather than first attempting to resolve the dispute with us directly.

Customer Responsibilities

We urge you to contact us first in the event of any dissatisfaction or issues related to a transaction. We have a dedicated customer service team ready to assist you with any problems you may encounter. Our team will make every effort to resolve your concerns promptly.

Resolving Disputes

If you do not receive a satisfactory response from our customer service team and wish to initiate a chargeback, we ask that you follow the following procedure:

1. Inform Us: Notify us of your intent to initiate a chargeback and provide a detailed explanation of the issue. This gives us an opportunity to address the problem and avoid unnecessary chargebacks.
2. Document your Claim: Keep a detailed record of your interactions regarding the transaction in question. This includes emails, chat logs, and other correspondence. Also, keep records of the product or service in question.
3. Cooperate with Investigations: In the case of a chargeback dispute, you may be required to provide additional information. Please cooperate fully with these investigations to expedite resolution.

Chargeback Validity

We respect the right of our customers to file chargebacks when genuinely warranted. However, excessive, fraudulent or ungrounded chargebacks cause unnecessary strain on our resources, and therefore, any such actions will not be tolerated.

Chargeback Abuse

Chargeback abuse or "friendly fraud" happens when a customer purchases products or services with the intent to charge them back after receiving the purchased goods or services. If we suspect that a chargeback request is fraudulent or abusive, we will investigate the situation and take necessary legal actions if required.

Changes to Policy

We reserve the right to change or modify this policy at any time without notice. Changes will be effective immediately upon their posting on our website. Please review this policy periodically to ensure you are aware of any changes.

What is your policy on fraudulent transactions?

Fraudulent Transactions Policy

At Quadratics LLC, we place a high priority on maintaining the security and integrity of all transactions to protect our customers and our business. This Fraudulent Transactions Policy outlines our stance on fraudulent transactions and the actions we will take if such activity is detected.

Policy Overview

This policy applies to all transactions made through our website and outlines the measures we take to detect, prevent, and address fraudulent activity. Fraudulent transactions include, but are not limited to, stolen credit card use, identity theft, chargeback fraud, or any form of unauthorized transactions.

Prevention and Detection Measures

To prevent fraudulent transactions, we employ a variety of security measures:

1. SSL Encryption: Our website uses Secure Socket Layer (SSL) encryption to ensure all data transferred between your browser and our servers is secure.

2. Fraud Detection Systems: We use advanced fraud detection systems that monitor transactions for suspicious activity. These systems are designed to identify patterns and behaviors associated with fraudulent transactions.

3. Verification Procedures: We may require additional verification for transactions that are flagged as potentially fraudulent. This may include contacting you directly to confirm the transaction.

Customer Responsibilities

As a customer, you can also take steps to help prevent fraudulent activity:

1. Account Security: Keep your account details, including your password, confidential. We recommend changing your password periodically and avoid using easily guessable passwords.

2. Regular Monitoring: Regularly review your transaction history for any unusual activity and notify us immediately if you notice anything suspicious.

3. Report Lost/Stolen Cards: Immediately report lost or stolen credit cards to your bank and to us if the card is linked to your account.

Fraudulent Transaction Disputes

If you believe a fraudulent transaction has taken place on your account, please notify us immediately. Our team will investigate the matter thoroughly. We ask for your cooperation during this process, as we may require additional information from you.

Action Against Fraud

If we confirm that a transaction is fraudulent, we will take necessary steps, including but not limited to:

1. Cancelling the order associated with the fraudulent transaction.
2. Reporting the incident to relevant law enforcement agencies.
3. Working with the credit card company or payment gateway to reverse the transaction.
4. Banning or suspending the user account associated with the fraudulent activity.

Changes to the Policy

Quadratics LLC reserves the right to amend this policy at any time. Changes will take effect immediately upon their posting on our website. Please revisit this policy periodically to stay informed about our practices.