Problems with Shipping
We believe in "doing the right thing." We value your business and want to be your supplier of choice.
With the exception of pfSense shipping errors: you are responsible for shipping costs both ways. While we take great pains to source well built equipment, pfSense is not responsible for manufacturing defects and we have no control over them. pfSense returns are just like returns to your local computer store. Even if the merchandise is defective, BestBuy, etc. will not reimburse you for the time and gas spent to drive back to the store for returns nor will it send out a driver to pick up the defective merchandise. That said, you should however expect the return to be as hassle free as possible when you buy from pfSense.
PROBLEMS WITH SHIPPING: DAMAGE, SHIPPING ERRORS, DOA REPLACEMENT
Occasionally packages are damaged during shipping. Keep the box and all packaging and IMMEDIATELY contact the carrier with your tracking number and compliaint.
We are human and occasionally make shipping errors. We do everything we can to insure we send your complete order in working condition. Clearly, if we make a mistake, we will do what we can to remedy that error. Please contact us at email@example.com or via phone at +1 512 900 2546 or via our Contact Us page with your order number and information on the missing or incorrect part. We will ship the correct parts to you and send you a pickup tag for any incorrect parts. Replacement items will be shipped at our cost at an economy rate.
Please call us at +1 512 900 2546 or email us at firstname.lastname@example.org if an item is dead-on-arrival so we can work with you to troubleshoot problems before issuing an RMA. Ten minutes on the phone may save days of frustration while waiting for a replacement.
Please make sure your are ordering the correct item. If you have a question, please do not hesitate to contact us at email@example.com. We will be glad to make a recommendation to fit your particular situation.
If an error is made and you wish to request an exchange, we will ship your exchange after we receive and process your returned product. If you need a replacement right away, we suggest you request a credit (rather than a replacement), when you obtain your RMA number. Then place a new order. The new order will be shipped as soon as we have product available and your credit will be applied approximately 10-15 days after we receive the product you are returning.
To request a replacement or exchange follow the RMA procedure below. You are responsible for all shipping costs.
RETURNS: 30 DAY REFUNDS
We stand behind our products. However, your satisfaction is our goal and we do realize that sometimes you may want to return equipment. These items are not eligible for a refund under any circumstances: Special orders, orders marked NCNR (or non-cancellable, non-returnable), custom products, software downloads, virtual products.
You may request a refund within 30 calendar days of the receipt of a physical product. If the item is returned in the original box, we will exchange it or offer you a refund based on your original method of payment. The product must be returned at your expense to the pfSense address provided within 21 calendar days of the issuance of the RMA.
SINCE WE DO NOT SELL 'REFURBISHED' OR 'RETURN' PRODUCTS AS NEW, WE ACCEPT RETURNS MINUS AN OPEN BOX FEE.
If you return a new product packaged in the original, unmarked packaging including any accessories, manuals, documentation and registration that shipped with the product, a 25% open box fee will be applied. If you return a damaged or incomplete product, you should expect to receive less. Normally you will receive a refund including purchase amount and any applicable taxes minus shipping charges and refurbishment (open box) charges. The credit will be applied to your credit card and should appear on your statement within the next billing cycle. If you used Paypal, we will issue a Paypal refund or issue a company check where appropriate.
SHIPPING COSTS AND ANY DUTIES INCURRED ARE NOT REFUNDABLE UNDER ANY CIRCUMSTANCE.
To request a return and refund, follow the RMA procedure outlined below.
CANCELLING AN ORDER
f you need to cancel an order, please contact us as soon as possible via email at sales@pfSense.org, or via telephone at +1 512 900 2546, or via your pfSense Portal chat account. If your order has not shipped, a 100% refund will be promptly provided. If your order has already shipped, you may either refuse the package upon delivery and ask them to return it to us or follow the RMA procedure above to obtain a refund.
For information on Warranty Service options, please see our Warranty Service Information here.
RETURN MERCHANDISE AUTHORIZATION (RMA) PROCEDURE
Contact us to obtain a RMA Number and our return shipping address for your order. You may call us at +1 512 900 2546, or email us at RMA@pfSense.org, or open a chat with us on your pfSense Portal account. Be prepared to provide the following information:
- Your Order Number
- The items you wish to return
- The reason for the return
- Any relevant troubleshooting information
RMA shipping procedures must be followed as outlined below. pfSense is not responsible for any item that are not returned in the manner set forth.
- No returns will be accepted without a RMA number.
- All items must be shipped pre-paid or they will be returned.
- Products being returned MUST be in the original product box with all accessories, manuals, and/or software and hardware.
- Do not use the original product box as the shipping box. Use a larger cardboard box with appropriate padding to protect the product box when you ship your equipment.
- Do not use packing peanuts. Use appropriate static safe bubble wrap or packaging to ship electronics.
- Write the RMA# on the outside of the shipping box. No returns can be accepted without a RMA number.
- RMA numbers are valid for 21 days.
- Please allow approximately 14 days for your return to be processed once it has arrived at the warehouse.
In order to expedite a prompt refund, please have your package insured by the United States Postal Service, UPS Ground or FedEx Ground. If you choose to return your order by insured mail, please request a confirmation of delivery number. By choosing either of these methods, you can track the location of your return in the unlikely event it is lost in transit.
If you request a replacement, we will ship your replacement after we receive and process your returned product. If you need a replacement right away, we suggest you request a credit (rather than a replacement), when you obtain your RMA number. Then place a new order. The new order will be shipped as soon as we have product available and your credit will be applied approximately 10-15 days after we receive the product you are returning. You are responsible for shipping costs both ways.
A note concerning returns: pfSense recommends that you (1) use a carrier that offers shipment tracking for all returns and (2) either insure your package for the safe return to pfSense or declare the full value of the shipment so that you are completely protected if the shipment is lost or damaged in transit. If you choose not to (1) use a carrier that offers tracking and (2) insure or declare the full value of the product, you will be responsible for any loss or damage to the product during shipping. Please note that the United States Postal Service (USPS) offers limited tracking capabilities and that there is a 30-calendar-day waiting period before the USPS will initiate a trace. We recommend a service such as UPS or FedEx to ensure timely door-to-door package tracking and delivery.
If you have questions, please feel free to contact us at firstname.lastname@example.org, call us at +1 512 900 2546 or chat with us via the Support Portal.