Frequently Asked Questions - Business Accounts
Sales and Support
Registration
Ordering
Customers can place orders via email, phone, or fax. Orders are confirmed via email within 24 hours and will be assigned a sales order number (SO #). The confirmation will include status of any back orders (if applicable) with their ETA. Tracking information will be provided via email once the product has shipped.
Minimum Order Value
STEREN SOLUTIONS (hereafter referred to as “STEREN”) enforces a US $100.00 Minimum Order Policy. Any orders below the minimum value may still be placed but are subject to a US $30.00 processing and handling fee.
Shipping
Freight policies can be a major deciding factor when it comes to where customers will purchase the products they need.
At STEREN, we understand this and are committed to making freight as easy and cost effective as possible. Orders over $1000.00 for accessories to a single, commercial destination in the contiguous United States qualify for free ground shipping. Bulk wire only orders receive free freight at $3000.00. Additional freight fees may apply for bulk wire only orders if the wire is stacked on a pallet, shipped to a residential address, or to Alaska or Hawaii.
STEREN accepts no responsibility or liability to lost or damaged cartons if the customer asks the shipment to be sent with “no signature required”.
Freight charges, if applicable, will be added to the invoice for terms customers. For credit card customers freight charges must be paid for at the time of order. For more detailed information on freight policies please contact sales@steren.com or call 800-266-3333 to speak with a sales representative.
Note: Extra fees apply for lift gate or pallet jack shipments.
Delivery Time
Most orders ship within one business day from the time the order is placed. Orders take one to seven business days to reach their destination. Our order cutoff time is 12:30AM PST. Any order placed after this time will ship the following business day. This includes air orders placed after 12:30PM PST! In the event that an item is out of stock, you will be notified within one business day.
Sales Tax / Tax Exemption
If you are tax exempt, you can send your Resale/Exemption certificate to ar@steren.com. Please reference your account number or order number for prompt processing.
If you don’t have a form, you can download the a general resale certificate here, fill it out and send it to ar@steren.com.
Payment Terms
STEREN accepts all major credit cards (Visa, Master Card, American Express and Discover).
A credit application and agreement must be completed, signed, and submitted to STEREN to obtain trade credit terms. Payments are made, in full, to STEREN SOLUTIONS for all amounts due, according to STEREN’s invoices.
Past due invoices are subject to interest amount equal to 1.5% per month, or the maximum provided by law (whichever is less).
A $35.00 charge will be assessed for any returned checks.
Should customer default in such payment(s), STEREN shall have the right, without notice, to declare all invoice amounts due and payable. If STEREN should commence any action or actions, or otherwise seek to enforce this agreement, the customer agrees to pay reasonable attorney(s) fees, court costs and other expenses by STEREN, whether a suit is filed or not. Any account that is past due is subject to credit hold and is not eligible for free shipping.
STEREN, utilizes Dun & Bradstreet for on boarding new customers, to review and monitor credit and disclose payment history. Any charge backs will be reported to Dun & Bradstreet.
Pricing Policies
Price Protection
STEREN may offer lower prices on various items on a promotional or permanent basis. Unless otherwise noted, we do not offer price protection on past orders if these changes occur.
Pricing Changes
We reserve the right to change our products’ prices at any time without further notice. However, if you have ordered but not yet paid for a product, we guarantee the price for 30 days from when the order was placed. In addition, quotes provided by STEREN staff, are valid for 30 days and will expire thereafter.
Warranties
STEREN warrants all products purchased directly from Steren to be free from defects in workmanship and materials, under normal use and conditions, for a period of one (1) year for the original invoice date. Shipping and handling fees are to be paid for by the customer.
Returns / Exchanges
STEREN product can be returned within 30 days of purchase. Steren will reimburse the purchase price. Shipping charges will be reimbursed if a shipping error occurred on our end. Shipping charges will not be reimbursed when order error or surplus. Product can be returned after 30 days, at the customer’s cost, plus a 25% re-stocking fee will be applied to all returns.
All products must be returned in the original packaging, with all accessories, to receive credit. A Return Material Authorization (RMA) number must be obtained before product can be returned. Please contact STEREN via email, phone, or fax. The Return Material Authorization (RMA) number must be visible on the outside of the box. STEREN will provide the return to address when issuing the RMA. RMAs expire 14 days from issue date.
All Returns must include the preassigned Return Authorization Number (RMA).
Customers may pay freight on returns for stock rotations. Ask sales representative for more details.
Shipping, Inspection, and Product Return Policy
All items must be inspected at the time of delivery and if damaged must be signed for as damaged on the shipper’s (Trucking and/or transportation company) documents. If any item is defective or does not conform with your order, you must give notice in writing to STEREN SOLUTIONS (afterwards referred to as “STEREN”) of such defect or nonconformity within Five (5) days after delivery. If no such notice is received, the Products will be deemed to conform to requirements and to have been irrevocably accepted by you. Drop Shipments and Custom Products may not be returned. Except as set forth in this document, the Products may not be returned except with STEREN permission. Products may only be returned in compliance with STEREN shipment policy. All requests for credit returns shall be permitted at STEREN sole discretion.
Products returned for credit shall be subject to the following conditions:
(a) Products may not be returned without a return merchandise authorization (“RMA”) and will be refused and returned freight collect to you;
(b) Products returned for credit shall be packed in original packing materials and shall be shipped freight prepaid (with all transportation charges and risk of loss being your responsibility);
(c) all returns shall be shipped in accordance with all other instructions (if any) contained in the RMA;
(d) all return shipments will clearly indicate the RMA number on the mailing label; and
(e) STEREN may elect to charge you up to a 20% restocking fee for merchandise that is returned which is missing parts, has damaged parts and or damaged original packaging.
Inspect all STEREN Products upon immediate receipt. Report all potential damage claims immediately to the Shipper and STEREN. This includes, but is not limited to the following:
- Any indication of product mishandling or abuse.
- This includes indication of product upset by property damage indicators attached to the box.
- Blemish or bruising of shipping container.
- Damage to box.
What to do if you find damage:
- Note all potential contents damage on the Bill of Lading or other shipping receipt prior to accepting the shipment.
- Unless there is clear evidence the unit is damaged, do not refuse any shipment. Sign for all shipments as received damage and file your claim with the shipper.
- Report any potential property damage claims to the shipper and STEREN within five (5) days of delivery.
- Process all claims directly with the shipper.
Additional Information:
Unless otherwise determined by STEREN you will be responsible for freight costs on all returned products.
We are more than happy to ship your products with your shipper of choice. You will be responsible for all shipping costs. In the event you wish to use a shipper of your choice, you agree to indemnify and hold STEREN harmless STEREN for all claims resulting from property damage as a result of shipper mishandling.
Return Merchandise Authorization Procedure
Please call (need #) for your RMA Number and returned shipping information.
Prop 65
The State of California approved an amendment to the Safe Drinking Water and Toxic Enforcement Act of 1986, commonly known as Prop 65. This amendment affects the language used when creating the Prop 65 Warning that is present on a product’s label if that product contains one or more chemicals known to the State of California to cause cancer, reproductive/developmental harm, or both. Steren is in the process of updating the Prop 65 Warnings on our labels.