Frequently Asked Questions
ORDERING
I think I may have inadvertently placed a duplicate order. What should I do?
Call DTSmachinery.com customer service at 1-310-327-6568. We will void the order for you as long as it has not been invoiced or shipped. If duplicate orders have been shipped, obtain the tracking number(s) for the order(s) you do not want and refuse the shipment when it arrives from the carrier (UPS). You will be refunded in full when those items are returned to DTSmachinery.com.
After I submit an order, how will I be advised of its progress?
DTSmachinery.com will keep you informed of your order via e-mail. Your tracking number will be emailed to you when the item is shipped. Any backorders or delays will be notified via e-mail. Questions pertaining to order status should be directed to: sales@DTSmachinery.com.
Can I add, change, or remove items after my order has been submitted?
No. Once an order has been submitted it can only be amended or edited by e-mailing DTSmachinery.com customer service at sales@DTSmachinery.com. If an item has been previously shipped from our warehouse, items cannot be shipped or deleted. Once an order has shipped, it cannot be voided.
How long does it take to process an order?
All orders are generally processed within one to two business days (prior to shipping). Once your order has shipped, your estimated time of arrival will be determined by your selected shipping method. Rush orders can only be processed if placed before 11am CST the day of the order with expedited shipping. Our preferred method of shipping is United Parcel Service. UPS generally takes 3-5 business days for ground shipping. More information can be found on http://www.ups.com/.
Can I re-activate an order that has been voided/cancelled?
No. You will have to place the order again online.
Is the DTSmachinery.com website secure? What type of security features ensure my information is safeguarded?
Security is a top priority. When you submit sensitive information via our website, your information is protected both online and offline. When an order form asks you to enter sensitive information such as your credit card number, that information is encrypted with the best encryption software available – SSL. Through our partnership with PAYPAL, we ensure that the most advanced form of SSL software: 128-bit encryption is being utilized in a safe, professional manner.
Finally, all of our employees are kept up-to-date on our security and privacy practices. We remind our employees that DTSmachinery.com places the utmost importance on the privacy of our customers’ and that we are dedicated to keeping that information protected.
Does DTSmachinery.com sell or release my personal information?
No. Under no circumstances will we sell or release your information without your consent.
Does DTSmachinery.com offer a paper catalog?
No. We currently only maintain inventory of available items online at http://www.DTSmachinery.com/.
I am experiencing trouble with my shopping cart. What should I do?
Shopping cart problems usually occur for one or more of the following reasons:
- Cookies are not enabled, or your browser is configured to block DTSmachinery.com and/or secure.DTSmachinery.com cookies. Please note, in some cases cookies on your computer may become corrupted. If you have verified that cookies are accepted from our site and are still experiencing problems, please clear your cookies and cache, close your browser and try again.
- The master clock on the computer is not set correctly.
- The computer you’re using is behind a firewall.
- You are using a browser released prior to Internet Explorer 5.1.
If all else fails, try closing all open programs and restart your computer, or try from a different computer. If problems still exist you can email: sales@DTSmachinery.com.
What happens if an item is backordered?
If an item is found to be out of stock after your order has been placed, DTSmachinery.com will notify you of the back order. Items that are not back ordered will ship regularly. We will provide you with our best estimate for date of delivery for the backordered item. You will have the option of canceling the backordered item entirely or waiting for the item.
What should I do if an item is missing from my order?
First, verify that you have received a box for each tracking number associated with your order. Next verify that the packing slip reads correctly and that the item is listed as being included. If all boxes have been delivered and the packing slip shows an item that should have been enclosed, check the packing material for small items. If the item is still missing, please contact DTSmachinery.com customer service at sales@DTSmachinery.com. We will make every effort to contact you within the next business day to resolve the issue via product credit or replacement shipment.
Can DTSmachinery.com agents physically obtain a product and describe it to me?
No. Inventory is stored separately from our customer service facility and our agents cannot physically get hold of a product to describe it to you. All product information we have is displayed on our website, including detailed specifications provided from the manufacturer.
How do I use DTSmachinery.com’s online shopping cart?
Search for the items you want to buy. Click “Add To Cart” for each item you want. If you want to buy more than one unit of an item, input the desired quantity in the “Qty Product” field, and click “Update”. If you need to shop for more items, click “continue shopping”. After you have added all the items you want to purchase to your shopping cart, select “Check Out” and follow the online instructions.
Does DTSmachinery.com accept phone, fax, e-mail, or snail mail orders?
No. All ordering is provided online - no exceptions. We do not accept phone, fax, or e-mail quotes or orders. If you have a bulk order, purchasing 50+ of one item, you can email sales@DTSmachinery.com to discuss volume discounts or special needs.
CONTACT
How do I contact DTSmachinery.com?
You can contact DTSmachinery.com via e-mail at sales@DTSmachinery.com. For specific questions, please read our FAQs section. Your question may have already been answered or there may be a specific mailbox to best route your question. We attempt to reply to all emails within one business day. If you need to reach us by telephone, our number is 1-310-327-6568. Please note we do not accept orders over the phone.
What information should I provide DTSmachinery.com if I phone or email?
Agents require:
- Sales Order Number
- RMA Number (If applicable)
- E-mail address
- Item # of item in question
How do manufacturers and vendors contact DTSmachinery.com’s purchasing team?
E-mail sales@DTSmachinery.com.
Does DTSmachinery.com offer any technical support or advice?
No. We do not offer technical assistance. Please contact the manufacturer of the product for technical support.
Does DTSmachinery.com offer a walk-in facility where I can pick-up my merchandise?
No. All orders are placed online and shipped to the address you specify.
PAYMENTS
Why must DTSmachinery.com verify my shipping address?
For fraud prevention purposes, if your billing and shipping addresses are different, we must verify your shipping address. Please contact the bank that issued your credit card and have your shipping address listed as an alternate address in that bank's memo field.
What payment methods does DTSmachinery.com accept?
- Visa
- Master Card
- Discover
- American Express
- Paypal
No Purchase Orders, Fax or C.O.D. orders will be accepted. We do not currently accept international credit cards.
Which states require their residents to pay sales tax for DTSmachinery.com orders?
Orders shipping to Texas must be charged sales tax based on the county's rate. If you are a re-seller, you must fax a copy of your resale certificate to 1-310-327-6568. Be sure to include your order number on the resale certificate. Tax charged will be credited within one to two business days.
UPS ships to Hawaii, Alaska and Puerto Rico via UPS Ground, UPS 2nd Day and UPS Next Day Saver only. If you've selected any other UPS shipping method prior to choosing a shipping address in Hawaii, Alaska or Puerto Rico, your shipping method will default to the cheapest available UPS shipping method and you will be charged accordingly. Orders shipping to Puerto Rico will incur a 6.6% duty tax and an additional $5.00 handling charge.
I am a tax-exempt reseller or government employee. How do I place an order without being charged sales tax?
Place your initial order online. After you have submitted your order, fax us at 1-310-327-6568 with your Government or Reseller Tax Exempt Permit/Certificate and include the sales order number. We will gladly refund your tax charged on the order.
Tax: All customers outside of Texas will not be charged any tax. Therefore, customers in those locales do not need to fax or set up any reseller tax exemption form.
Why was my credit/debit card declined when I know for certain that I have the funds available?
A credit card can be declined due to an incorrectly entered credit card number or expiration date, a daily limit, insufficient credit or other reasons. Contact your credit card company for more information.
Does DTSmachinery.com know why my credit card was declined?
Our system charges your credit card automatically. We are not given a reason for any decline. Please verify that you've given us the correct credit card number and expiration date. If you've already done so, please contact your credit card company or bank for information. If no resolution is reached within 3 business days, your order will be voided.
SHIPPING
How do I get my tracking number?
Tracking numbers are automatically emailed each day once your order has shipped. If you have not received a tracking number within 3 business days, you can contact sales@DTSmachinery.com to check status of your order. Be sure to include your sales order number in the subject line of all emails.
How do I track my package online?
Visit UPS’s website http://www.ups.com/ and follow instructions for inputting your tracking number.
UPS has my package but it has not been delivered yet. Why?
Please contact UPS directly at 1-800-PICK-UPS (800-742-5877) to find out more information. You will need to provide them with your UPS Tracking Number.
I was not home when a delivery was attempted and a UPS InfoNotice was left. Will UP make another attempt?
Yes. UPS makes up to three delivery attempts, excluding Saturdays, Sundays, and holidays.
What time will UPS make its next delivery attempt?
If this was a first or second attempt, the next delivery attempt will be made on the next business day. Your UPS driver has indicated on the UPS InfoNotice the approximate time range within which the next attempt will be made.
When will my UPS Package arrive?
In the U.S., your UPS package cannot be scheduled to arrive at a specific time of day. UPS Ground packages are delivered anytime between 9:00 a.m. and 7:00 p.m., Monday through Friday.
Up-to-date information about the status of your package is available in the Tracking section of the UPS website at http://www.ups.com/.
I will not be available to receive my packages when UPS returns. What are my options?
There are several delivery options available. First, look closely at the InfoNotice to see if any instructional boxes are checked. Depending on the requirements of the shipper, you may be able to sign the back of the InfoNotice authorizing the driver to leave your package. Or, in the comments section of the note, you may write another address where the driver should take the package for delivery.
You may also submit a Delivery Change Request using the UPS Web site. Enter your 12 digit InfoNotice number on the Tracking page to begin requesting a change of delivery. You may choose from the following four options:
* Reschedule Delivery: Reschedule a date for delivery at the original address.
* Return to Shipper: Return your package to the shipper.
How can I obtain additional support for my UPS delivery?
Please contact UPS directly at 1-800-PICK-UPS (800-742-5877) to find out more information.
Does DTSmachinery.com pay the return shipping cost for defective merchandise?
No, we do not pay the return shipping cost for defective merchandise. We are not responsible for product defects because we do not manufacturer the products we carry. If you pay to send the item back we will replace the item and ship it back to you at no charge. We will employ every resource to ensure your item is replaced or repaired through the manufacturer warranty promptly, without hassle.
Why was my order sent in multiple packages when it could have all fit in one box?DTSmachinery.com may decide to package your items separately due to weight or size concerns. The most common reason why multiple boxes are used for a single order is that DTSmachinery.com uses multiple warehouse locations. If items are stocked in different warehouses, they cannot be boxed together.
UPS has returned my package to DTSmachinery.com. What happens now?Once we receive the package, we'll credit your credit card back in full, including any shipping costs you may have paid. A Return Merchandise Authorization number will then be automatically generated by our system, and an email notification will be sent to notify you of the returned merchandise.
What should I do if my oversize monitor or television (24”+) arrives damaged or defective?
Should you observe any damage to the shipping box, or if the wrong product was sent, you must refuse delivery while the shipping courier is still on the premises. The item will be returned and you will be refunded the full amount, including applicable shipping costs and tax. If you determine upon inspection that the condition of the shipping box is satisfactory, an adult is required to sign the shipping courier's release form to complete delivery. By signing this release, you are acknowledging and agreeing DTSmachinery.com’s Terms and Conditions, understanding that you cannot return the television to DTSmachinery.com and that the condition of the delivery meets your expectations. After delivery, please read all included documentation and/or contact the manufacturer directly to determine applicable warranty coverage or for technical support.
Does DTSmachinery.com ship internationally?
We do not ship internationally at this time.
How long is the waiting period before I am able to file a claim for a lost, damaged, misdelivered or tampered package?
If your order was damaged, misdelivered or tampered with while in transit, please contact Customer Service at sales@DTSmachinery.com within 3 business days of delivery. If your order was lost while in transit, please contact Customer Service at sales@DTSmachinery.com within 7 business days of not receiving your order. Be sure to include your sales order number in the email header.
CREDIT
UPS has returned my package. What happens now?
Once we receive the package, we'll credit your credit card back in full, including any shipping costs you may have paid. We will email you to notify you the credit has been processed.
Approximately how long does it take for a credit to appear on my credit/debit card?
It takes approximately two business days to process a credit back to your credit card and 2-3 business days for it to appear on your statement.
How do credits work? How is a credit applied?
The credit applied is always charged back to your credit card. We do not offer in-store credit or apply the credit to a future order.
PRODUCTS
What is the standard return policy?
Products sold by DTSmachinery.com are supported by our Standard Return Policy unless otherwise indicated. Unopened uninstalled non-defective merchandise under our Standard Return Policy may be returned within 10 days of the original invoice date for a refund. We do not warrant against the repair or replacement of defective merchandise. We are a third-party intermediary for the manufacturers. We will gladly provide you with an RMA (Return Merchandise Authorization) number to return defective units. Units under warranty will be repaired or replaced at no charge through the manufacturer warranty. Units out of warranty will be assessed a repair charge payable to the manufacturer with a credit card. All returns require an RMA (Return Merchandise Authorization) number. Because many companies offer additional factory coverage, you should contact the manufacturer directly for information regarding eligibility and specific Terms and Conditions.
Does DTSmachinery.com know the arrival time for backordered merchandise?
We attempt to keep you updated to the best of our ability if an item has been backordered. We provide you with an Estimated Time of Arrival (ETA) via email based on information received from our factories. You have the option of canceling backordered orders.
The price of an item I purchased has dropped prior to shipment. Is it possible to get a refund of the difference?
DTSmachinery.com does not offer any price guarantee, because industry prices change too often and too fast. If your order has not shipped, you can cancel the order online and re-order to take advantage of the new prices. All prices are as posted at the time of purchase.
Does DTSmachinery.com provide contact information for the manufacturer’s products they carry?
No. Not at this time.
Does DTSmachinery.com offer any technical support or advice?
No. We do not offer technical assistance. Please contact the manufacturer of the product for technical support.
Where can I acquire more information on the products listed at DTSmachinery.com?
Each product listed contains detailed specifications provided directly from the manufacturer.
RETURNS
Is it mandatory to have an RMA (Return Merchandise Authorization) number to return merchandise?
Yes. You must obtain an RMA (Return Merchandise Authorization) number within the applicable Return Policy period. DTSmachinery.com will not accept returns without prior authorization and an RMA number. Once issued, RMA numbers are valid for 15 days. The manufacturer must receive the returned products within this timeframe. RMA numbers will not be extended or reissued. The customer should prominently display the RMA number(s) on the shipping label of boxes containing the returned product.
How do I acquire an RMA (Return Merchandise Authorization) number?
Click here to our Return Policy.
I returned a defective item for replacement but the replacement item is on backorder. What do I do now?
If the replacement item is on backorder we will credit your credit card used at the time of purchase for the full purchase price plus shipping charges.