Our happiness team is always here to assist.
Common purchase queries answered
Orders and Shipping
Most items are in stock and if the order is received by 3:30 PM, Monday-Friday, it will typically ship the same day. We ship from our Horsham, PA office (Philadelphia suburb) and most locations east of the Mississippi River deliver in 1 to 2 days, for locations west of the Mississippi River, transit time is normally 3 to 4 days.
It is actually pretty easy to create an account, at the top of the home page to the right of the search box is a “My Account” button. Click on this and enter your email address below where it says register, then click on the register button. This will take you to the home page for your account as well as email you a temporary password. On the account home page you can then enter all of your details and change your temporary password.
Log into your account using the “My Account” button at the top of the home screen. From here you can edit your account information including shipping address.
Most orders are shipped the same day they are received. We then automatically send an email with the tracking information. If you have not received tracking information then your order has not yet shipped. It is best to call us at 800-523-5947 or 215-675-2053 so we can tell you what the status of your order is.
No, we do not keep any credit card information, we use a secure third party “Authorize.net” to process all credit card transactions.
We are required to charge Pennsylvania sales tax for all orders shipped to a Pennsylvania address unless you have a PA sales tax exemption certificate. If you have a PA sales tax exempt certificate, you should call our Credit Department at 800-523-5947 or 215-675-2053 so they can advise you how to send it to us and set your account as sales tax exempt.
At this time, PA is the only state that requires us to charge sales tax. California is now in touch with us about their sales tax, so the situation may change. Other states may follow as well.
Yes we ship worldwide to almost every country with the exception of those that are prohibited by the US Government such as Cuba, North Korean and Iran. Our credit card processing company, however, requires us to process all orders outside the US and Canada manually so you will need to call (1) 215-675-2053 and or email us [email protected] to process your order.
We try to ship in one package whenever possible, but this depends on what was ordered and the quantity and weight. Sometimes the quantity will require more than one package, also, we usually try to keep the weight below 50 pounds as UPS charges an extra $25.00 handling fee on all packages that are 51 pounds or more.
If you need to swap an item
Returns and Exchanges
We have an easy and open return policy. Items may be returned within 30 days of shipment, no questions asked as long as they are in new condition and in original packaging. You must contact us first for an RMA (return material authorization). If you receive something and it is not working, contact us right away 215-675-2053. You must call within 30 days of shipment.
This is actually very rare as our people in shipping have a ton of experience but it does happen on occasion. First we apologize for the inconvenience. The next thing you need to do is keep all the packaging. Then check the packing list to make sure it is not backordered and call us within 2 business days of delivery at 800-523-5947. We will do a quick investigation and determine if perhaps a package has not yet been delivered. We will issue an RMA and send a call tag to get the item back, if something is missing we will arrange to send a replacement, for a lost item, you may need to contact the shipment carrier and put in a claim, we can help with this as well.
We always properly pack items securely to prevent damage in shipment. However on occasion the freight companies do damage items. Any damage to the packaging should be noted when the delivery is made. It is then your responsibility to contact the freight company to initiate the claim. You should also contact us right away 215-675-2053.
When we issue an RMA for the return our address is on the form. All items should be returned to us at: Toner Cable Equipment, Inc., 969 Horsham Road, Horsham, PA 19044.
We are happy to help with support during normal business hours, you can call us at 215-675-2053 or email us at [email protected]
If you have completed the order, then call us right away 215-675-2053, as long as the order has not actually shipped, we are happy to change the address. If the order has shipped, we may be able to redirect the shipment but the freight company will charge a fee to do so, when you call us, we can let you know what the situation is.
Yes you can, as long as the order has not shipped. Call us right away at 215-675-2053 and we will make the necessary changes. If the order has shipped, you will then need to request an RMA for any returns. If you need to add to the order you should enter a new order.
Yes you can, we are receiving shipments of inventory every day. If you order something that is out of stock, we will fulfill your order as soon as we receive the product.