Customer Service Home

Thank you for visiting PEmicro. 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 PEmicro 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
Submitting 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.

• We accept payment via PayPal.
• There is a 3% fee for domestic orders paid via PayPal. There is a 5% fee for international orders paid via PayPal.

Tax

• State sales tax of 6.25% is applied to orders with shipping addresses in Massachusetts, USA
• For international orders, all duties and taxes are the responsibility of the receiver.

Phone Orders

Payment

• We accept credit card orders from customers over the phone. We do not accept purchase orders by phone. Purchase orders must be sent via mail, fax, or email at sales-info (at) pemicro.com.
• We accept Visa, Mastercard, and American Express.
• We accept Electronic Funds Transfers for Domestic and International clients. Note: If there is a bank fee associated with your proforma, the bank fee will not appear on the final invoice. The final invoice contains only charges for products and shipping/handling.
• We accept payment via PayPal.
• There is a 3% fee for domestic orders paid via PayPal. There is a 5% fee for international orders paid via PayPal.
• We accept Checks 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.

Tax

• State sales tax of 6.25% is applied to orders with shipping addresses in Massachusetts, USA
• For international orders, all duties and taxes are the responsibility of the receiver.

Fax/Email 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. Note: If there is a bank fee associated with your proforma, the bank fee will not appear on the final invoice. The final invoice contains only charges for products and shipping/handling.
• We accept Checks for only Domestic clients
• We require an email address to be included in the fax order.
• We accept Visa, Mastercard, and American Express
• We accept payment via PayPal.
• There is a 3% fee for domestic orders paid via PayPal. There is a 5% fee for international orders paid via PayPal.
• 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.

Tax

• State sales tax of 6.25% is applied to orders with shipping addresses in Massachusetts, USA
• For international orders, all duties and taxes are the responsibility of the receiver.

Submitting 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 submitting an Order or a Proforma. Simply select "Proforma" along with the intended payment type and you're set. Doing so will not submit an Order to us but rather a Proforma, which will need to be reviewed by our Staff before it becomes an official PEmicro 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. If there is a bank fee associated with your proforma, please note that it will not appear on the final invoice. The final invoice contains only charges for products and shipping/handling.

Shipping Policies

Domestic Shipping (FedEx)

• We attempt to process and ship all FedEx overnight orders received by 1:30pm (Eastern Time) on the same day if items are in stock. Any orders not shipped via FedEx overnight service, or orders received after 1:30pm, may be processed the next business day even if items are in stock.
• Incoterms: All orders are shipped FCA (98 Galen St. #2, Watertown, MA 02472 USA).
• FedEx is our standard shipping carrier. We are able accommodate other shipping carriers (see below).
• We ship FedEx Ground, Express Saver (3d), 2nd Day, Standard Overnight, Priority Overnight
• Shipping information can be found on the Fedex Website.
• Shipping cost depends on weight and ship-to location. Shipping cost can be determined by placing items needed in shopping cart and using PEmicro Shipping Estimator.
• State sales tax of 6.25% is applied to orders with shipping addresses in Massachusetts, USA

Domestic Shipping through Alternate Carriers (DHL, UPS)

• We attempt to process and ship all overnight orders for alternate carriers received by 1:30pm (Eastern Time) on the same day if items are in stock. Any orders not shipped via overnight service, or orders received after 1:30pm, may be processed the next business day even if items are in stock.
• The receiver must provide their account number for the alternate carrier.
• Incoterms: All orders are shipped FCA (98 Galen St. #2, Watertown, MA 02472 USA).
• There is an additional S&H Fee of $10 as well as additional handling time.
• Receiver will be billed to cover any unpaid shipping charges.

International Shipping (FedEx)

• We attempt to process and ship all FedEx international orders received by 1:30pm (Eastern Time) on the same day if items are in stock. Any international orders not shipped via FedEx or orders received after 1:30pm may be processed the next business day even if items are in stock.
• Incoterms: All orders are shipped FCA (98 Galen St. #2, Watertown, MA 02472 USA).
• FedEx is our standard shipping carrier. We are able accommodate other shipping carriers (see below).
• We ship FedEx International Priority to international locations.
• Shipping information can be found on the Fedex Website.
• Shipping cost depends on weight and ship-to location. Shipping cost can be determined by placing items needed in shopping cart and using PEmicro Shipping Estimator.
• All duties and taxes are the responsibility of the receiver.

International Shipping through Alternate Carrier (DHL)

• We attempt to process and ship all overnight orders for alternate carriers received by 1:30pm (Eastern Time) on the same day if items are in stock. Any orders not shipped via overnight service, or orders received after 1:30pm, may be processed the next business day even if items are in stock.
• The receiver must provide their account number for the alternate carrier.
• Incoterms: All orders are shipped FCA (98 Galen St. #2, Watertown, MA 02472 USA).
• There is an additional S&H Fee of $10 as well as additional handling time.
• A credit card will be required as backup and will be billed to cover any unpaid shipping charges and/or duties and taxes.
• All duties and Taxes are the responsibility of the receiver.

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.

Repairs & Warranty

Repairs

If you have purchased a product from PEmicro 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, PEmicro 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, PEmicro may suggest replacing the old product for a new product at a discounted price.

Hardware Warranty Information

PEmicro 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 PEmicro and request a replacement within 30 days after purchasing the product. PEmicro will issue a no-cost exchange for a new item which is determined to be not working when it is shipped from PEmicro. PEmicro's warranty does not cover damage incurred through use or misuse of the customer.

For hardware which has been damaged through use or misuse, PEmicro 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 PEmicro support system.

Upgrades / Trade-In Programs

Software Upgrade Policy

For all software purchased directly from PEmicro, 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 software update for this product, and upgrades at 50% of the current full price for a period of up to 2 years after the purchase date of the software or software update for this product. After two years, software upgrades are available at the current full price.

Cyclone/Multilink Trade-In Programs

PEmicro offers trade-in programs for Cyclone programmers and Multilink debug probes. Customers can trade in older or broken units to receive a credit towards the purchase of a new unit. Please visit the page for each Trade-In Program to learn which part numbers are eligible and find out more about the trade-in procedure.

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 PEmicro?
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 PEmicro, 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 PEmicro product?
Please see our Returns and Exchanges page.

What form of payment does PEmicro 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.

Does PEmicro have a Conflict Minerals policy?
You may read and download PEmicro's Conflict Minerals policy (last updated Nov. 1, 2013). Please contact us should any further clarification be necessary.

PEmicro Bank Information for EFT

Please contact us for EFT Information for your payment.

Please note that orders paid via International EFT will have a "Bank Processing Fee" added to their total. This represents the fee from the bank that processes the EFT transaction and is not a separate PEmicro transaction fee.

Note: If there is a bank fee associated with your proforma, the bank fee will not appear on the final invoice. The final invoice contains only charges for products and shipping/handling.

Website Problems

Basic requirements for accessing PEmicro'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.

1	A full site license to run on as many PCs as you have in your laboratory.
2	Permission to copy the manuals and documentation files for student and staff use.

PEmicro also has available special student packages. Students may obtain full versions of PEmicro Integrated Assemblers, Simulators and other software products at a 90% discount from the full commercial price. Students may also obtain individual pieces of hardware at a 10% discount from the full commercial price. A copy of a valid current student ID is necessary.

If my staff or I can answer any of your questions or provide you with more information, please feel free to contact us.

Sincerely,

Dr. David A. Perreault
Founder & Chairman of the Board of Directors,
PEmicro