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Home
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Frequent Asked Questions |
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For immediate help, please call us at 1.866.656.8999.
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Can I place an order over the phone or via email?
Yes. You can certainly
place an order either over the phone by calling 1-866-656-8900 or via e-mail at
sales@runtechmedia.com. A confirmation
email will be sent once your order is approved.
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Do you accept purchase orders?
Yes. We accept purchase
orders. If you have a purchase order, all you need to do is write down your PO#
on the comment section during the online checkout process. You can also email your
purchase order to sales@runtechmedia.com
or fax it to 626-656-8999. If you placed an order via email or fax, a confirmation
email will be sent once we confirm your order.
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Do I have to pay sales tax?
If your shipping address
and/or billing address are located in California, then you need to pay CA sales
tax. Otherwise, there will be no sales tax applied.
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I work for a government department that is tax exempt. How do I place an order and
not get charged tax?
To qualify for tax exempt
status, you need to contact Runtechmedia Inc at 1-866-656-8900 and fax your current
resellers permit and California
Resale Certificate Form to 1-626-656-8999. You will be notified once your
request has been approved. When we have your official tax exemption certificate
on file, you will be able to place a tax exempt order.
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I have a resellers permit in the state of California. How do I implement it with
Runtechmedia.com?
You can contact our Sale's
Department at 626-656-8900 and fax your current resellers permit and
California Resale Certificate Form to 1-626-656-8999. You will be notified
once your request has been approved. When we have your official tax exemption certificate
on file, you will be able to place a tax exempt order.
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Where can I calculate any shipping and handling fee(s)?
If you want to know the
shipping and handling fee for a single item, you can click on the "Calculate Shipping"
button found on the item's product page. If you want to know the shipping and handling
fee for multiple items, you need to add all the items on to the shopping cart, and
input your zip code or postal code and click on the calculate shipping button on
the shopping cart page.
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How can I add an item to my shopping cart?
Find the item you want
to purchase and click the "Buy Now" button. That item will instantly be posted on
your shopping cart.
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I am having trouble with my shopping cart, what should I do?
Please contact Runtechmedia's
sales department at 1-866-656-8900, or fill out contact us form. Please describe your problem(s) and/or the item(s)
you want to purchase. Our sales representatives will contact you ASAP.
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I want to change my order information or make some changes to the items I ordered.
What should I do?
Please go to
Track Order Status and find out the current order status. If your order status
is "In Process", you can submit your request online. For any other status, please
call Runtechmedia Inc at 1-866-656-8900.
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I did not get an order confirmation. Did my order go through?
Probably not, confirmation
numbers are generated and distributed after your order has been properly submitted
online. To be certain, please call Runtechmedia Inc at 1-866-656-8900.
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Why didn't I receive confirmation after I placed my order?
If you received an order
confirmation number online after placing your order, then please check your email
1 hour later or check your junk mail or span mail folder. If you still didn't receive
an email confirmation, please call us at 1-866-656-8900 or fill out contact us form, and we will send you another copy.
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I have a question about my transaction, what should I do?
You can call Runtechmedia
Inc at 1-866-656-8999 during our office hour or check your order status at
Track Order Status anytime.
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Why is my credit card being declined?
There are a variety
of reasons that your credit card is being declined. It could be a mistyped credit
card number, missing or incorrect expiration date and/or security digit code located
on the back of the credit card, the wrong billing address, or the issuing bank has
an issue which is forcing them to refuse the card. We would recommend you check
with your issuing bank ASAP to resolve this matter. If you would like assistance
in clarifying your order status, please call Runtechmedia Inc at 1-866-656-8900.
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When will my order ship?
Typically most orders
will ship on the same day or next business day after your payment is confirmed and
approved. If you have a rush order, please contact our sales department at 1-866-656-8999.
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When will I receive my package if I place an order today?
Typically, most orders
ship out on the same day or next business day after your payment is confirmed. Standard
shipping is by UPS standard ground service and the delivery dates vary based on
the distance from our office to the final destination. Please click
UPS delivery time for more information.
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Can I ship my order to 2 different addresses?
This is possible assuming
we are able to verity your shipping address with your method of payment. (You may
be asked to fill out a Credit Card Authorization Form) An additional shipping fee
may apply.
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How do I check my order status?
There are 3 ways you
can check your order status.
1. The fastest way is go to Track Order
Status and get the information online.
2. Send an email to orderstatus@runtechmedia.com
and please write down your order confirmation number and your name.
3. Call our customer service at 1-866-656-8999.
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Where can I get a copy of my receipt/invoice?
An invoice will come
with your package. If you want another copy, please fill out contact us form and we will email it to you. Please write down your
order confirmation number, you name, and address.
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What are my payment choices?
We accept Paypal, Google
Checkout, money order, Cashier Check and major credit cards such as Visa, Master
Card, American Express and Discover.
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Can I pay by Money Order or Check?
We do accept a Money
Order or Cashier Check. However, after they are received, it normally takes approximately
3-5 business days to clear the Money Order or Cashier Check before your order is
cleared to ship. We do accept checks from a government agency and accredited schools.
Unfortunately we cannot accept company or personal checks. If a repeat customer
wishes to pay by check, they may apply for authorization by submitting a completed
credit application.
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When will my credit card be charged?
Your credit card will
be charged on the same day we receive your order.
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What is my credit card ID or CVV2 Code?
It is the last 3 digit
code shown on the back of the VISA, Master Card, and Discover card or the 4 digit
code shown on the front of an American Express.
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What do I do if my order is on hold?
You can contact our customer
service center at 1-866-656-8999 to check the status of your order.
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How can I place an order using my in-store credit?
Please mention to our
customer service representative when you place the order that you have an in-store
credit from a previous order. If you are ordering online, please post a note on
the comments page stating the amount of the credit and the credit memo number so
that we can locate the credit in our records.
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What can I do if my shipping address is not the PayPal Confirmed Address?
Your order will not go
though. We only accept confirmed address Paypal payments.
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I made a payment using my PayPal account and the transaction is listed twice. Have
I been charged twice?
It is possible that you
clicked the submit order twice. When we see 2 identical transactions, we usually
will contact you to confirm your order. If you want to place only a single order,
we will refund the duplicated payment.
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If I choose PayPal as my payment methods, can I ship to different address beside
the Primary PayPal confirmed address on file?
No, we can only ship
to the address that is being confirmed by PayPal. This is a duplicate question 0
same as # 7.
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Where do you ship to?
We ship throughout the
U.S.A and Canada.
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Do you ship to APO/FPO/GU/PO Box Addresses?
Yes. An additional fee
may apply as we will need to ship your package by USPS as apposed to our standard
shipping provider.
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My order tracking number is not working? What do I do?
Please contact our customer
representative at 1-866-656-8900 or fill out contact us form.
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What is this FREE SHIPPING promotion?
There are certain items
that we offer Free Standard Ground Shipping as a cost savings and benefit to the
customer. Typically this promotion is only applicable to orders shipped within the
Continental United States (mainland 48 states).
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Why isn't my order eligible for Free Ground Shipping?
There are 2 reasons why
your order is not eligible for Free Ground Shipping: 1. The shipping address is
not located within the Continental United States (mainland 48 states). 2. Your order
contains one or more items ineligible for free shipping.
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Why was my order sent in multiple boxes when it could have all fit in one?
We normally ship our
products using the double packaging methods to insure your package arrived in perfect
condition when you receive it. Therefore, we might ship in multiple boxes.
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Where I can track my package?
Once you have a tracking
number, you can track UPS package at www.ups.com;
FedEx package at www.fedex.com; and US postal
office package at www.USPS .com.
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How do I get my tracking number?
There are 3 ways you
can get a tracking number.
1. The fastest way is go to Track Order
Status and get the information online.
2. Send an email to orderstatus@runtechmedia.com
and please write down your order confirmation number and your name.
3. Call our customer service at 1-866-656-8999.
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How long does USPS take to deliver?
It depends on the location
of the package's final destination location.
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How long does it take UPS to deliver?
It depends on your location,
please click UPS delivery time
for more information.
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UPS has my package but they have not delivered it yet. What do I do?
You can contact UPS
to find out the status of your order at 1-800-PICK-UPS (742-5877).
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How do I contact UPS?
You can call 1-800-PICK-UPS
(742-5877) or visit UPS.com using your provided tracking number.
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What do I do if an item I receive is damaged?
Please call 1-866-656-8999
and ask for our RMA department or fill out Technical Support form to inform us about the situation. Please also provide
any photographic evidence so that we can expedite your claim through UPS.
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What do I do if an item is missing from my order?
Please call 1-866-656-8999
and ask for our RMA department or fill out Technical Support form, so that we
can rectify this matter.
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What happens when refused or non-deliverable shipments are returned back to Runtechmedia.com?
When we receive the
refused or non-deliverable package, our customer representative will contact you.
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How do I get UPS to leave a package with or without a required signature? What is
a UPS release waiver?
You can plan ahead by
tracking when your shipment will be delivered. You can leave a note for your driver
asking him/her to leave your shipment in a safe designated place if no signature
is required. If a signature is required, you can leave a note and have the shipment
delivered to a neighbor who will be available to sign for th package. If you are
unavailable to receive your package on the first attempt, UPS will leave USP InfoNotice
on your front door. On the reverse side of the InfoNotice, you will find the "Signature
release waiver". Fill it out and they will follow your instructions on their
next delivery attempt. You can reschedule the delivery date, arrange to pick up
your shipment at a UPS facility by calling 1-800-PICK-UPS (742-5877).
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Can I request UPS to hold my package(s)? Can I have a package re-routed?
Runtechmedia Inc will
not give UPS consent to hold packages or re-route packages due to fraud concerns.
We apologize for any inconvenience for this precautionary measure. However, if you
have a UPS InfoNotice, you may contact UPS at 1-800-PICK-UPS (742-5877) for other
delivery options.
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Can you re-ship my order if the package did not arrive at my address?
It will depend on why
the package did not arrive. If your package got lost during shipping, we will re-ship
the package once we received a claim from the shipping company. If your package
got delivered, but you didn't receive it, then you need to contact the shipping
company to place a claim.
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Can you call the shipper to change the shipping address if the shipping address
is incorrect?
If the shipping address
is incorrect due to Runtechmedia Inc mistake, we will contact the shipper to make
the correction. Otherwise, Runtechmedia Inc will not instruct the shipper to change
the address due to fraud concerns. We apologize for any inconvenience for this precautionary
measure.
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What is the additional charge for special request like Signature requirement, Reroute
and Saturday delivery?
Signature requirement
is automatically added for all packages over $200. If a customer wants a signature
required for packages less than $200, it will cost $2 extra. We no longer offer
reroute options due to fraud concerns. Saturday deliver usually costs $25 extra
and it is available for Next Day delivery service.
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Does Runtechmedia.com pay for the return shipping of defective items?
It varies by case. Please
contact our RMA department at 1-626-656-8900 or fill out Technical Support form.
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Is Runtechmedia.com's website secure? What kind of security is used?
Security is our number
one priority when you are placing an order on the Internet. All online Transactions
are being processed with the Industry Leading Secure 128-bit industry-standard SSL
encryption held by GeoTrust SSL Authorization Certification Encyption Key. In additional
to the 128-bit SSL encryption, we have regular scans across our website from McAfee
Security for possible hackers accessing any confidential data and block it. This
is for the safety of visiting Runtechmedia.com customers. You can click
Runtechmedia Certificate to view our daily scan report.
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