Neobits.com Store Policies

Neobits.com is where business goes shopping. We are a dealer/distributor of hardware and software products from thousands of leading technology manufacturers.

Shipping:

Since the Covid-19 epidemic, major carriers such as FedEx and UPS will not longer guarantee delivery dates even for expedited shipments.  All shipments are subject to delays and there will be no shipping refunds on account of delivery delays unless we can recover the amount from the carrier.

We usually ship via FedEx or UPS. Shipping & handling fees are disclosed on our website, and apply to non-freight shipments to all continental, contiguous USA addresses. Extra charges may apply and may be billed separately in special cases. Please call for shipping quotes, for example, if your order involves:
- Shipments to Hawaii, Alaska, Guam or Puerto Rico addresses
- Shipments to APO addresses
- Large screen (>37") displays, solar panels or other oversize or fragile items
- Saturday delivery, early AM delivery or other special handling (e.g. hold at depot)
- Shipments weighing over 150lb
- Shipments requiring special handling, e.g. hazmat, or controlled temperature
- Shipments going to a non-US destination

In-stock items usually ship within one business day of payment receipt. We do not ship on weekends. We can only ship to street addresses, not P.O. Boxes, UPS stores and the like.  Standard shipping does NOT include insurance - if you would like us to ship insured, please request this explicitly. We are not responsible for packages lost or misplaced by the carrier. In many cases we will ship with signature required (e.g. certain high value shipments), to ensure security of the merchandise.

Before placing your order please be sure that the shipping address will be open to receive shipments, otherwise return shipment and/or redelivery fees will apply.  Packages returned undelivered will also be subject to restocking fees.   

Orders for items that are not in stock will be placed on backorder. Certain items may be special-order or made-to-order, or be subject to delays for other reasons.  Lead times may vary from a few days to several months in some cases.  Please verify lead times with the sales team before placing your order.  Orders for certain items may be non-cancellable; if this is the case, we will ask you to approve before proceeding. If an unshipped order has an extended lead time and was not deemed non-cancellable, then the order may be cancelled at any time prior to shipping for a full refund.

Certain categories of items are in short supply due to continuing material shortages and supply chain constraints.  Many such items are subject to allocations and purchase restrictions. Orders for these items may experience long shipping delays, even if showing 'in-stock' on our website.   

Neobits is not responsible for shipping or delivery delays, including delays related to order processing or unexpected increase in demand, carrier slowness, warehouse backups, shipping errors, pandemic-related constraints, weather conditions or other reasons. Any estimated order-to-ship days are best-effort estimates and do not represent a commitment by Neobits to meet such timelines.  Neobits is not responsible for meeting customer project timelines and/or product delivery deadlines, and we urge customers to plan ahead. Fulfillment is offered solely on a best-effort basis.

Any address correction requests after a product is shipped will be subject to carrier-imposed address-correction charges (unless the error was ours, in which case we will absorb those charges).

Typos, Content Errors:

Neobits is not liable for pricing errors or errors in content including description, images, weight, etc. If you place an order for a product that was incorrectly priced, we will ask for your approval for any additional charges, or cancel your order and credit you in full. If the order requires additional freight or handling charges, we may contact you to approve the additional charges.  In the event that we inadvertently ship an order based on a pricing error, we will issue a revised invoice to you for the correct price and contact you to obtain your authorization for the additional charge, or assist you with return of the product. If the pricing error results in an overcharge to you, Neobits will credit your account for the amount overcharged. Some items may be subject to order minimums; if your order does not meet the minimum the order may be cancelled.

In additional to supply constraints, please note that we are seeing extreme price swings across a range of product categories.  If you place an order at the advertised price and the manufacturer has meanwhile changed the price without notification to us, we may contact you to approve the new price or cancel.

Order Acceptance, Changes:

Neobits reserves the right to unilaterally accept or reject any order upon review. Any orders that are not accepted will be refunded in full.  We may or may not provide a reason for cancellation.

Academic products require proof of academic affiliation. Please call us with questions regarding purchase of academic products. Any orders for academic products that are not accompanied by proper documentation will be rejected.

If a change of address is desired for an order already placed, a new order must be placed with the correct shipping address, and the incorrect order cancelled (subject to the cancellation policy).

If an order cannot be fulfilled as placed (e.g. manufacturer price increase, item discontinued, etc.) we will do our best to offer the best alternative options to meet the need. Customer has the option to decline offered alternatives and opt for a full refund.

NCNR: the NCNR (Non-Cancellable, Non-Returnable) condition applies to certain types of orders and items. In such cases we ask you to agree to this condition during checkout or after the order is placed. This condition simply means that once you place the order it cannot be cancelled, and also the item cannot be returned for refund.  However we still stand behind the sale, full manufacturer warranty still applies, and defective/ damaged items can be returned for replacement under warranty.

Returns, Cancellations:

Any order that has not been processed (or, in case of licenses or services, not yet issued) may be cancelled without penalty, except that orders for special order products, licenses or services may not be cancelled or returned for any reason. If a cancellation request is received after an order has been processed but not yet shipped, we will do our best to stop the shipment, but this may not always be possible.  In such cases you may refuse delivery so the shipment is returned to sender, and a refund will be issued upon receipt (less shipping charges).

Neobits offers a 15-day return policy on most products*. All products returned for refund must be in the unopened original box with all accessories and in new, unused condition with the factory seal. Product must be received in mint condition so they can be re-sold as new (clean, undamaged, unused, unopened and complete in the original manufacturer packaging with the factory seal intact). Opened items are not eligible to be returned for refund. If an item has a minimum order quantity (MOQ), partial returns are not accepted; for example if MOQ=10, you cannot get around that by ordering 10 then returning part of the order.  A minimum 20% restocking fee shall apply on all returns. 

To ensure that the product remains in returnable condition, please do not use the product box as the shipping box. You must repackage in another box with appropriate packing materials. Contents of the package not matching the information on the RMA form will be cause for return of all equipment. Any shipping/handling fee paid is non-refundable, and buyer pays for return shipping. Installation and labor fees are not refundable for any reason, nor are installation materials. For items with free shipping offers, our cost of shipping will be deducted from the refund amount. All return requests must be initiated here. You MUST obtain an RMA # and return instructions from us before returning the item. Any packages returned without a valid RMA # will be refused by receiving and returned to the sender. Items returned due to refused delivery (or carrier inability to deliver due to customer unavailability or non-responsiveness) will be treated as unauthorized returns, and shall be subjected to a minimum 50% restocking fee plus the cost of shipping both ways.  All sales are final after 15 days and no returns are accepted after that period. All manufacturer warranties stay in full effect.

We make no representations, express or implied, with respect to the compatibility of a purchased product with your system or environment, or its suitability for any particular purpose. Please verify that the product will fit your requirements prior to purchase.

*Certain Items Are Not Returnable for Any Reason:

Computers, laptops, displays, printers, hard drives, SSDs, and other computer components such as memory are not returnable for any reason. Items that have a lead time are special-order items and therefore not returnable.  Perishable items and those requiring temperature-controlled handling are not returnable. Batteries are not returnable. Orders for Covid-19 pandemic-related items (for example, masks, hand sanitizers, coveralls, alcohol, wipes, test swabs, UTMs, etc.) are not cancellable or returnable for any reason. Products manufactured by Adtran, Allworx, Aten, ClearOne, Custom, Generac, Gast, Goulds, JunAir, Mikrotik, Patton, Polycom, Roland, Snow Joe, Teltonika, Ubiquiti, ZKTeco and several other manufacturers are not returnable for any reason. VoIP systems and accessories are not returnable for any reason. Made-to-order items, custom items, and non-stock items are not returnable for any reason.  10 meter radios are not returnable. Orders for Cisco products that are scheduled to ship within 45 days cannot be cancelled once placed. Orders for made-to-order or custom items may not be cancelled once placed (or be subject to at least a 50% cancellation fee).  Other items not expressly listed above may also be subject to the no-returns policy. Please check with your salesperson prior to purchase if you are concerned about returnability.

Goods Received Damaged:

When receiving products especially large TV’s, printers or other oversized shipments,  ANY outside box damage, no matter how small, MUST be noted when signing for the delivery.  Failure to do so removes the carrier and Neobits from all liability for any damaged products. For concealed damage, Neobits must be notified within 3 days after receiving the product. Photographic evidence will be required in all cases for goods claimed to be received damaged. 

Defective/DOA Items, Manufacturer Warranties:

All returns are subject to manufacturer policies and procedures.  Please call us at 1-866-NEOBITS or email Customer Care in case an item is found to be defective upon arrival. We will attempt to resolve the issue via phone or email. In case the item must be returned for repair, you MUST obtain an RMA # and return instructions from us before returning the item. Certain manufacturers (for example, Enphase, Ubiquiti, Mikrotik) mandate that customer must contact them for troubleshooting before an RMA can be authorized in case of defective product - in such cases, the manufacturer-mandated process MUST be followed before an RMA # can be issued. No returns will be accepted without an RMA #. Buyer pays for return shipping. Units returned will be tested and if found defective, repair will be attempted. If repair is not possible, a replacement will be shipped. Units returned and found not to be defective will be returned at customer's expense. Units found to have been damaged by customer will be repaired at customer's expense with prior customer authorization. All products being returned under RMA must be shipped prepaid. If the repair is under warranty, Neobits will return the product to the customer within the continental US, using Ground Service at no charge. Expedited shipping methods, international shipping costs, customs fees and duties are the sole responsibility of the customer. Extended care warranty may be available for many items to cover shipping costs on items returned for repair.

For items that become defective subsequently (outside our return policy), you may go to the manufacturer directly for warranty service.  Certain manufacturers insist that you go through your reseller, in which case we would be happy to assist. In all cases, if an item is demonstrably defective, you are entitled to warranty repair or replacement (depending on manufacturer policies/discretion) within the warranty period, which varies by item.  Refurbished items often have shorter warranty periods than brand new ones.

Technical Support:

We do not provide technical support, and in many cases manufacturers will not provide support unless you have a support contract.  Certain manufacturers insist that you must obtain technical support before an item can be deemed defective and covered by warranty.  In such cases you must obtain either a manufacturer-issued support contract or work with a local authorized technician for the required technical support.

Limitations and Disclaimer:

NEOBITS WILL NOT BE LIABLE FOR ANY INDIRECT, SPECIAL INCIDENTAL, CONSEQUENTIAL OR PUNITIVE LOSS OR DAMAGE OF ANY KIND, INCLUDING LOST PROFITS (EVEN IF NEOBITS HAS BEEN ADVISED OF THE POSSIBILITY OF THE LOSS OR DAMAGE), BY REASON OF ANY ACT OR OMISSION IN THE SALE OF PRODUCTS OR SERVICES. ALL IMPLIED WARRANTIES EXISTING BY OPERATION OF LAW, INCLUDING SPECIFICALLY ANY IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE ARE EXPRESSLY DISCLAIMED AND NEGATED. NEOBITS EXRESSLY DISCLAIMS ANY RESPONSIBILITY FOR A PRODUCT BEING SUITABLE FOR CUSTOMER'S APPLICATION OR ENVIRONMENT, OR FUNCTIONING AS PER MANUFACTURER SPECIFICATIONS OR REPRESENTATIONS; THE ONLY RECOURSE OFFERED IS A RETURN UNDER THE TERMS OUTLINED HEREIN.  Each section of these Policies, and/or any sale contract entered into with Neobits, shall be viewed as separate and divisible, and in the event that any section, provision, covenant, or condition of the Agreement or contract shall be held to be invalid, void, or unenforceable, the remainder of the provisions shall remain in full force and effect and shall in no way be affected, impaired, or invalidated. If buyer claims that a contract has not be fulfilled in part, the part of the contract not subject to controversy shall still be payable in full. Any controversy or claim arising out of or relating to a transaction with Neobits, or the making, performance or interpretation thereof, shall be settled by arbitration in the State of California, in accordance with the rules of the California Arbitration Association or other similar body then existing, and judgment upon the arbitration may be entered in any court having jurisdiction thereto.