Customer Service Home

Thank you for visiting P&E Micro. We appreciate your business and look forward to meeting your needs in the present and future. The Customer Service page was developed to help expedite and assure that your order is processed as smoothly as possible. Please click on the appropriate links to help us help you.

Issues with orders already placed online, through fax, email, or phone:

1. Track your order
2. Return your order
3. Repair your P&E Micro purchase
4. Cancel your order
5. For other issues please contact us

Issues with placing a new order online, through fax, email, or phone:

1. Issues entering your credit card, contact info, shipping info, billing info
2. Questions regarding bank information for payment through Electronic Funds Transfer (EFT)
3. Questions regarding shipping time and cost
4. Questions regarding the placement of order
5. For other issues please contact us

Orders & Proformas

Online Orders
Phone Orders
Fax Orders
Submiting Proformas over the Web

• We accept Visa, Mastercard, and American Express
• We require an email address when ordering online
• When entering your contact info, billing info, and shipping info please make sure all the fields are filled out accurately and completely.
• It is especially important that you include a name and a complete shipping address as well as a phone number where the item(s) is being shipped.
• For our customers protection we can not process an order if the customer’s information is not completely accurate.
• Your card is charged only after your order is ready to ship.
• The sale will only be considered as definitive after the order confirmation has been sent and after global payment of the full purchase price.
• We reserve the right to cancel all orders from clients with whom there is an existing claim regarding the payment of a previous order.

Domestic Shipping

• We process and ship all orders received by 3pm (EST) on the same day if items are in stock. Any orders received after 3pm will be processed the next business day if items are in stock.
• We ship FedEx Ground, Express Saver (3d), 2 nd Day, Standard Overnight, Priority Overnight
• Shipping information can be found on the Fedex Shipping Information Website.
• Shipping cost depends on weight and ship to location. Shipping cost can be determined by placing items needed in shopping cart and using P&E Micro Shipping Estimator.

International Shipping

• We process and ship all orders received by 3pm (EST) on the same day if items are in stock. Any orders received after 3pm will be processed the next business day if items are in stock.
• We ship FedEx International Priority to international locations.
• Shipping information can be found on the Fedex Shipping Information Website.
• Shipping cost depends on weight and ship to location. Shipping cost can be determined by placing items needed in shopping cart and using the P&E shipping estimator.

Tax

• State sales tax of 5% is applied to orders with billing addresses in Massachusetts, USA

Tracking

• After an order is placed a confirmation email is sent to the email address you provided for your shipping information.
• Once your order is ready to be shipped you are sent another email with your tracking number to the email address you provided for your shipping information.
  You can track your package with your tracking number on the FedEx Website.

Phone Orders

Payment

• We accept credit cards and purchase order numbers from clients through the phone
• We accept Visa, Mastercard, and American Express.
• We accept Electronic Funds Transfers for Domestic and International clients.
• We accept Check for only Domestic clients.
• We require an email address when ordering over the phone
• Domestic orders purchased with PO will be processed and shipped within twenty four hours
• International orders will be processed and shipped after payment is received.
• The sale will only be considered as definitive after the order confirmation has been sent and after global payment of the full purchase price.
• We reserve the right to cancel all orders from clients with whom there is an existing claim regarding the payment of a previous order.

Domestic Shipping

• We process and ship all orders received by 3pm (EST) on the same day if items are in stock. Any orders received after 3pm will be processed the next business day if items are in stock.
• We ship FedEx Ground, Express Saver (3d), 2 nd Day, Standard Overnight, Priority Overnight
• Shipping information can be found on the Fedex Shipping Information Website.
• Shipping cost depends on weight and ship to location. Shipping cost can be determined by placing items needed in shopping cart and using P&E Micro Shipping Estimator.

International Shipping

• We process and ship all orders received by 3pm (EST) on the same day if items are in stock. Any orders received after 3pm will be processed the next business day if items are in stock.
• We ship FedEx International Priority to international locations.
• Shipping information can be found on the Fedex Shipping Information Website.
• Shipping cost depends on weight and ship to location. Shipping cost can be determined by placing items needed in shopping cart and using the P&E shipping estimator.
• Tax State sales tax of 5% is applied to orders with billing addresses in Massachusetts, USA

Tracking

• After an order is placed a confirmation email is sent to the email address you provided for your shipping information.
• Once your order is ready to be shipped you are sent another email with your tracking number to the email address you provided for your shipping information.
  You can track your package with your tracking number on the FedEx Website.

Fax Orders

Payment

• We accept credit cards and purchase order numbers from clients through the fax
• We accept Electronic Funds Transfers for Domestic and International clients.
• We accept Check for only Domestic clients
• We require an email address to be included in the fax order.
• We accept Visa, Mastercard, and American Express
• Domestic orders purchased with PO will be processed and shipped if items are in stock within twenty four hours of receiving fax
• International orders will be processed and shipped after payment is received.
• The sale will only be considered as definitive after the order confirmation has been sent and after global payment of the full purchase price.
• We reserve the right to cancel all orders from clients with whom there is an existing claim regarding the payment of a previous order.

Domestic Shipping

• We process and ship all orders received by 3pm (EST) on the same day if items are in stock. Any orders received after 3pm will be processed the next business day if items are in stock.
• We ship FedEx Ground, Express Saver (3d), 2 nd Day, Standard Overnight, Priority Overnight
• Shipping information can be found on the Fedex Shipping Information Website.
• Shipping cost depends on weight and ship to location. Shipping cost can be determined by placing items needed in shopping cart and using P&E Micro Shipping Estimator.

International Shipping

• We process and ship all orders received by 3pm (EST) on the same day if items are in stock. Any orders received after 3pm will be processed the next business day if items are in stock.
• We ship FedEx International Priority to international locations.
• Shipping information can be found on the Fedex Shipping Information Website.
• Shipping cost depends on weight and ship to location. Shipping cost can be determined by placing items needed in shopping cart and using the P&E shipping estimator.

Tax

• State sales tax of 5% is applied to orders with billing addresses in Massachusetts, USA

Tracking

• After an order is placed a confirmation email is sent to the email address you provided for your shipping information.
• Once your order is ready to be shipped you are sent another email with your tracking number to the email address you provided for your shipping information. You can track your package with your tracking number on the FedEx Website.
  

Submiting Proformas over the Web

To submit a Proforma (i.e.: a "Price Quote") over the Web is very simple. All you need to do is add items to your Shopping Cart and go thru the Checkout procedure as usual, and at some point the Shopping Cart will ask you if you will be submiting an Order or a Proforma. Simply select "Proforma" along with the intended payment type and you're set. Doing so will not submit a Order to us but rather a Proforma, which will need to be reviewed by our Staff before it becomes an official P&E Proforma. Note that you are able to check the status of your Proformas at anytime by going to View Orders & Proformas Status/History under your My Account link on top of this page.

Repairs & Warranty

Repairs

If you have purchased a product from P&E Micro and it is in need of repair please call us and speak with a technical support representative. Once the technical support representative establishes that a repair is necessary he/she will assign your repair a Return Material Authorization (RMA) number and in most cases will be able to estimate the cost of the repair.

If the technical support representative believes that the repair is necessary because of a manufacturing defect, P&E Micro will replace or repair without charge to the customer. If the repair is necessary due to use or misuse of the product, the client is responsible for covering all costs associated with the repair. In some cases, when the product has expensive parts in need of repair, P&E may suggest replacing the old product for a new product at a discounted price.

Hardware Warranty Information

P&E tests all hardware that is shipped to end users and distributors. However, occasionally a user may receive a piece of hardware that is not working right out of the box. This may be due to damage during shipping or storage. In this instance, the customer should contact P&E and request a replacement within 30 days after of purchasing the product. P&E will issue a no-cost exchange for a new item which is determined to be not working when it is shipped from P&E. P&E’s warranty does not cover damage incurred through use or misuse of the customer.

For hardware which has been damaged through use or misuse, P&E may repair damaged units for a repair fee. Any and all returns must be previously authorized and include a clearly marked RMA number, which is obtainable through the P&E support system.

Upgrades

Software Upgrade Policy

For all software purchased directly from P&E Micro, the license holder of the software is entitled to cost-free upgrades for a period of 1 year after the purchase date of the software, or for a period of 1 year after purchasing a software update for this product.

After the expiration of the 1 year period, users are entitled to an update of their software for a fee of 50% of the current list price of the software for up to a year after the expiration of the support/upgrade period.

Frequently-Asked Questions

How soon will my order ship after order placement?
Please see our Orders page

How do you ship orders?
Please see our Orders page

Do you charge tax?
Please see our Orders page

What is your return and exchange policy?
Please see our Repairs and Warranty information page

What if only part of my order was received?
We do not ship incomplete orders when certain items on an order are not in stock. We only ship orders when all the items in the order are in stock. If you would like to have the items which are in stock shipped immediately, and the pending items shipped at a later date, please indicate that either by noting it in the notes field when placing an order on the website, mentioning it to our sales personnel when placing a phone order, or making note of it on the purchase order when faxing an order in. If you receive a partial order and did not request to have in stock items and pending items shipped separately then a mistake may have occurred when processing and shipping your order. Please call us immediately and we will do our best to resolve the situation.

Do you ship internationally?
We ship domestically and internationally. For more shipping information please see our Orders page and read each type of order description to determine which order process is best for you

Do you have international distributors and resellers through which I can purchase your orders?
We have international distributors and resellers all over the world. Please see our International Distributors and Resellers list.

Can I receive a discount on a software upgrade if I purchased the original software from P&E?
If you have purchased software with us previously and would like an upgrade please see our Upgrades page

Can I receive my software by email and not by mail?
If you would like to purchase software from P&E Micro, we offer two ways of receiving the software. You can have it emailed to you or you can have it mailed on compact disc. You will have the opportunity to choose which method you would like to receive the software by when you are placing your order. When you are placing a phone order or fax order please indicate it to the sales personnel or make a note on the fax.  

Can I cancel or add something to my online, phone, or fax order after I have placed it?
If you have placed an order and received an order confirmation email, but have not yet received a shipping confirmation through email, and want to cancel or change your order please phone us immediately and speak to our sales personnel. Once you have received a shipping confirmation we are not able to change your order because it is already being shipped to you.  

Can I check the status of my order?
Yes, you can check the status of your order online by clicking Login at the top of the website main page and putting in your email address and password. Then going to My Account and checking your Order/Proformas Status. Here's a direct link.

Do you send confirmation emails after an order has been placed?
You will receive a confirmation email after placing an order. You will also receive an email when your order has been processed and is being shipped.  

How will I know when my order ships?
You will receive a confirmation email when your order has been processed and is being shipped.  

How do I send back my defective or damaged P&E Micro product?
Please see our Returns and Exchanges page.

What form of payment does P&E Micro accept?
We accept various forms of payment dependent on the type of order you want to place and if you are an international or domestic client. Please see the various forms of payments we accept by going to the Orders page.

P&E Bank Information for EFT

Please contact us for EFT Information for your payment.

Website Problems

Basic requirements for accessing P&E's Website
We require visitors on our site to enable cookies and Javascript on their Web Browsers. Both of these are usually on by default on a default browser installation, but if for some reason you cannot access the site, we ask that you check your browser settings and enable these. Note that we do not use either of these technologies to track your browsing habits outside our website, we respect your privacy (see our official policy).

On Internet Explorer, these options are usually located on a menu called "Tools", and then a submenu called "Internet Options". On Netscape, Mozilla and Firefox browsers you can find these options under "Tools" and then "Options". Other web browsers have similar settings.

We also recommend you enable Flash so that you may view some of the product demos we have to offer. However, this is not a requirement.

What to do if you cannot login to the Website
If you have already created an account and cannot login to the website with your username and password, please make sure that (1) Your "Caps Lock" key that sets capital letters on your keyboard is not set, and (2) that you're entering your full email address as your login name; this email address must be the one you used to create your account for the very first time.

If you still cannot login, you may request a new password which will be emailed to your registered email account. To request a new password click on "Login" and then on "Request a New Password". We suggest that as soon as you login with the password emailed to you that you go to "My Account" and change your password to something you can remember.