PAYMENT INFORMATION / PLACING AN ORDER
How can I send in a purchase order?
You can send it in via email to orders@touchboards.com, fax it to 732-222-7088 or mail it in. All Net 30 accounts require a hard copy of a PO.
How long does it take to get approved for Net 30?
Normally the process takes about 1-5 business days depending on how quickly your references get back to us. Remember, contacting your references in advance regarding the matter will help speed the process for our Accounting department. If the order must be processed immediately, you can pay for the first order with another method of payment, such as a credit card. If items are backordered, we cannot order the units until we have received notification that the Net 30 terms have been approved or another form of payment is used instead.
Did you receive my Purchase order?
Please allow at least 24-48 hours for your Purchase Order to be processed. You can check the status of your order by visiting our Order Status module for the ship date and a copy of your sales order. If you do not see your order online, please contact our customer service department as soon as possible at orderstatus@touchboards.com.
I sent over a PO, when will I get confirmation?
Thank you for your purchase order! You will receive an e-mail confirmation once your Sales Order has been processed. Once you receive an email containing your sales order number, you can log onto our website to check the status.
I am a Net 30 customer with terms. Do I need to send a physical Purchase order?
Yes. Company Policy states you must email or fax in a Purchase Order. This policy is in place to protect both our customers and ourselves from any discrepancies. Including a PO confirms what is being ordered, the price of the item(s) you are ordering and where you would like the item(s) shipped.
I cannot change a PO to reflect freight, what should I do?
Please have the purchasing agent whose signature is on the PO send us an email.
Example: “We accept the freight costs in the amount of $xx.xx. Please add to our PO#....”
Does your company accept terms?
Yes, please visit our website at http://www.touchboards.com/tbhowtoorder.html#VI. to download a copy of the credit application. Please return your application along with a copy of your bank and trade references to us via fax, 732-222-7088 or email, orders@touchboards.com. Please allow 5-7 business days for your application to be completed. Please understand the approval process depends on how quickly your references return information to us. Should we have questions, our accounting department will contact you.
What is your Tax ID#?
20-2111443
Can I use more than one credit card?
Yes however each credit card must be in your name and billing address.
Do you accept Discover?
We accept Visa, M/C, Discover and Amex. We also accept bank transfers and payments via PayPal. You can submit a payment via PayPal by sending the payment to PayPal@touchboards.com Please make sure you reference your Quote or Order Number when submitting the payment so the funds may be applied correctly.
Do you accept Diners Club?
No, at this time we currently do not accept Diners Club credit cards.
Can I use a personal check to pay for my order?
Please note we do not accept certified check or banks draft; US Postal Money orders only.
I have a daily limit on my corporate card, is there a way to process the payment over several days?
Yes, please call customer service to place the order and provide them with your daily limit. Order Processing will be able to run your card in accordance with your limit. Your order however will remain on credit hold until the card is run for the full amount owed.
How do I make a payment using Paypal?
You can submit a payment via PayPal by sending the payment to PayPal@touchboards.com Please make sure you reference your Quote or Order Number when submitting the payment so the funds may be applied correctly.
Can I buy it now and you bill me for it later?
Our company offers Net 30 terms. Please complete the credit application found on our website at http://www.touchboards.com/credit-application/ and send it in to 732-222-7088 along with your bank and trade references. Please allow 5-7 business days for approval.
INTERNATIONAL ORDERS (QUOTES)
I received a quote, how can I place the order?
You can place your order by clicking the order button located at the bottom right hand corner of your quote. This will allow you to place your order online.
I received the Proforma from the salesman and I want to make a wire transfer. How long until the wire is received and my order can be processed?
International wire transfers can take up to 5 business days to be safely deposited into our account. Once the money is received, your order will be entered into our system. Your order will be processed accordingly allowing international orders to begin. Any other deposit (ACH, EFT, direct deposits) for domestic customers normally takes about 1-2 business days. Your order will then be entered into our system and confirmed. To help expedite the process, please reference the proforma, quote number, or order number when filling out the transfer or deposit paperwork with your bank.
I am an International Customer, can I purchase from you?
Yes, please see our Terms and Conditions for details. You may also be asked to provide additional information when your order is received. If you choose not to provide additional documentation, you can pay for your order by performing a bank transfer.
Your company charged me a $25 bank fee, but I don’t see that reflected in my order? Can you put that on the invoice or refund me the $25?
Unfortunately, all bank fees are charged by the bank and we must pass the fee onto our customers. We cannot alter the invoice to match what you paid being that sometimes we do not receive the full amount. We must also adjust our invoice or order to match what we received from the bank.
My country places high taxes on imported goods. Can you please change the invoice to reflect only $100, or state that it is a gift?
Our sales orders and invoices are all system generated, and we cannot alter any invoices to reflect different pricing for custom clearance. This is illegal as per the US export guidelines and as a company we could face fines, as well as the receiver.
I work at a school in another country, can I get educational pricing?
Unfortunately at this time we can only offer EDU pricing to schools in the US.
I am in another country and I need to import this item, can you quote me without VAT?
We don’t include VAT in our pricing. You would be responsible for any taxes your country charges to import an item.
SHIPPING
When is my order going to ship? What is my tracking number
You can access your information by logging into our order status module here. If you do not have an account set up you can register or use the Single Order Lookup by Email Address by typing in the email address you used for your order and your order number.
I placed an order to ship via USPS. How long is that going to take to arrive at my location?
We can only ship via the US Postal Service from our West Coast warehouse when inventory is available. If you must utilize USPS, please call to confirm stock availability. Items that need to ship from any other location cannot ship via USPS. Alternately, you can select a different carrier or if the order is placed via USPS, we will request your approval to ship via a different carrier so you can receive your items quicker. Also please note that while USPS does provide tracking, their system is only updated at certain points in the route, and you may receive the items sooner or later than their system indicates.
How will my product be shipped with Free Shipping?
With Free Shipping, your product will be shipped via UPS or FedEx Ground.
I should be given Free Shipping per your website. Why am I being charged?
If your order contains items that do not qualify for the free shipping you will be charged the cost to ship those items. Also note, free ground shipping is valid only within the Contiguous United States and excludes Alaska and Hawaii Please contact us if you would like to find out more about which items qualify for free shipping.
Can I ship it overnight (2nd day, three day, etc)?
Yes, as long as the product is in stock. All express orders, overnight, second day, and three day deliveries placed by telephone must be received by 11:30am Eastern Standard Time in order for us to attempt to ship it out that day.
Can I ship using my FedEx/UPS or DHL Account #?
Yes, please send us an email with your company name, address and account number stating you authorize Touchboards.com to ship using your account. We will verify your account with the carrier.
Can I ship with my own freight account?
Yes, however you will have to provide a completed BOL and have your freight company contact us at (732)222-1511 to schedule a pick-up.
STOCK / AVAILABILITY
Does your website show stock?
At this time our website does not provide stock information. You will however receive an email confirmation with your estimated ship dates once your order is processed.
Why has my ship date been pushed back?
At times shipments from manufacturers may be delayed due to encounter or component part issues with manufacturing the product. This may cause a delayed ship date as the unit must pass quality control before shipping out. While we do our best to get your products out to you quickly, these manufacturer delays are unfortunately out of our control.
Your website said these parts were in stock- why are they delayed?
We apologize for any miscommunication. At this time our website does not provide stock. We do however send an email once your order is processed with an estimated ship date.
When I called last week I was told my order would ship in 3-5 days but now it says it won’t ship for 2 weeks?
We try to ship your order on the same day we receive it. We ship only on standard business days. If your shipment is time-sensitive, please call before ordering to confirm that we will be able to meet your requirements. We will make all reasonable efforts to initiate shipment and schedule delivery as close as possible to your requested delivery date(s). However, please keep in mind that our delivery dates are estimates only and shipments may be affected by factors outside our control that we cannot be responsible for including delays or shipping errors caused by the shipment carriers. Orders may not be canceled or rescheduled after the order has been submitted to the shipping carrier by Touchboards.
I provided my customer with the proposed ship date and now I am being fined due to your delays. Can you expedite shipping at your expense?
Please contact our sales department and they will be happy assist you in the matter.
Is everything in stock?
We make every effort to keep ample stock on hand for frequently ordered items. In addition to the stock we have available in our main shipping facilities, we also have access to several smaller warehouses located throughout the United States.
Due to the vast amount of items offered on our site as well as custom built offerings, immediate stock availability is not guaranteed. If you need your item delivered urgently, please contact one of our Customer Service Representatives to assist you.
GENERAL QUESTIONS
How can I check to see what we ordered previously?
You can log into your account by going to Order Status. Use your email and password log in.
How do I go about canceling my order?
Please contact our sales or customer service department and they will be happy to assist you.
What is your return policy?
Our return policy can be found here. Please complete the form before returning an item.
Why are there two charges on my credit card?
When you place an order online, an authorization is taken on the credit card. In other words, the authorization is a hold to insure the funds are available. As your order ships, you will be invoiced and your credit card will be charged as well. The authorization will drop off anywhere between 5 to 45 business days after the card is authorized depending upon your financial institutions regulations. Please contact them for their policy.
Are all your products new on your website new?
Yes, all products on our website are new unless noted. At times we offer specials on Factory Refurb Items.
Can I rent a product?
Please call our office at 1-866-942-6273 and ask to speak to sales about our leasing program.
How do I get a price quote?
You can email us at sales@touchboards.com with the items you wish to receive a quote for. Please include your shipping address in the email for accurate freight costs.
Where is your Company located?
New Jersey, however we do ship from our alternate warehouses as well.
How can I check to see what we ordered previously?
You can log into your account by going to My Account section on our website.
How do I go about canceling my order?
Please contact our customer service team at OrderStatus@ILoveFluke.com or call us and will assist you with this matter.