Technical support

Merconnet offers technical support for all our products and customer service via online live help, email and phone

(1) Try our online live help:
Our Online Chat service connects you automatically to one of our Customer Service Representatives. If you have questions regarding your order or if you have general questions about our products or services, you can get answers quickly and conveniently!. If we are not available you can send us a message and we will answer in less than 24 hours (except for weekends). Please click below only once. If all representatives are busy, the chat will start up as soon as one becomes free. Enter the following information (if possible) to help us answer your questions more efficiently: your full name, order number, date of order, item ordered, and location.

(2) Contact us via email:
Please email only one department. For all emails, include the following information (if possible) to help us answer your questions more efficiently: your full name, order number, date of order, item ordered, and location.

(3) Call us
We are open Monday to Friday 9am to 5 pm Pacific Standard Time. We will be happy to assist you with any technical or non technical question you may have. Please have your order number ready.

Warranty

Refunds or Replacements of Purchases
Standard 28 day return policy: if you do not like / are not satisfied with an item within 28 days of receiving it, you can return the item for a refund or an exchange providing it is in a perfect and resalable condition. We understand you will have to take your purchase out of its box to try it, but the product must be returned in the condition it was received .We reserve the right to refuse returned items if they are not in a resalable condition when returned. If parts are missing we will reserve the right to discount them from the amount to be refunded. Our default restocking fee is 15%. Please allow us 5 business days from the moment we receive the return to issue a refund

Warranty: You are covered under the manufacturer's warranty which is typically 6 months. If your product becomes faulty during this period you can return it to be repaired or exchanged. We will then arrange for your item to be repaired or replaced with a new product. If the product you purchased is no longer available, you will be provided with a new product of equal or superior value. Any product below $9.99 dollars does not have any warranty

Either for refund or exchange you should get an RMA authorization before sending your product back, following the instructions below:

• 1. Login into your account
• 2. Click on view previous orders made in the account manager
• 3. Open the desired order you would like to return
• 4. Click on the red link titled "Return" underneath the product you would like to return
• 5. Fill out all required details
• 6. You will receive an email with your RMA number and instructions on how to do the return.

Refund of shipping fees: Shipping fees are never refunded. If by any chance the product purchased is defective, customer pays for sending back the product and Merconnet pays for sending the replacement. This applies for overnight orders as well. If we have to send a replacement we will send it priority mail and it is a customer choice to pay for overnight delivery again.

We will only refund shipping charges if the unit received was shipped by mistake

What are the steps to send a product back for refund or Replacement?

For refund: You have to fill out the RMA form, either for refund or exchange. If a customer sends the product without an RMA, we will return it at the customer expense. Make sure you are sending the unit in perfect condition, with the box and all the accessories included in the purchase. If the product is missing any of its parts or accessories or the box is not included or the units look used, or it is scratched, we will return the merchandise at the customer's expense. A refund will be credited to your account within a week after we receive your returned item.

For exchange: Please send the unit with box and all accessories. Make sure to pack the product properly; units that arrive damaged because of negligent packaging will not be accepted and will be returned at the customers expense. Any product purchased from us can be returned for an exchange or repair if it does not work properly due to manufacturer defects during the first 6 months after the purchase.

All returns should be sent to