Frequently Asked Question and How to Use this Store

Contact Order Processing Department

If you have a question regarding your order from the eStore, please send an email to Perle Sales Order Processing

Payment

We accept Visa or Mastercard with a billing address in the European Union.

Product Availability

We will do everything we can to get your order to you as soon as possible. When you place an order, we will send you an email confirming our receipt of your order. Please allow one business day for your order to be processed. Once your order has been processed we will send another email advising you of the Expected Ship Date. If the item is out of stock, you can choose to cancel your order or leave the item on backorder.

2022 Holiday Product Availability

The Perle Systems Sales Order Processing and Shipping Departments will be closed on the following dates. Any order received will be processed on the next business day.

• 3 January
• 21 February
• 15 April
• 23 May
• 1 July
• 1 August
• 5 September
• 10 October
• 26-27 December

Normal business hours and shipping will be in effect on all other dates.

Taxes and Tax Exemption

We are obligated to withhold VAT for delivery within the European Union and all such taxes shall be automatically charged and withheld. If you are Tax Exempt, please send [email protected] a copy of the Tax Exempt Certificate applicable to the ship-to location and reference your order #. Upon receipt and confirmation of the Tax Exempt Certificate, eligible taxes will be refunded to your credit card.The customer is responsible for sales and all other taxes associated with the order not collected by us.

Shipping and Handling Information

Please allow 1 business day for your order to be processed. At this time, Perle eStore is able to process orders with billing and shipping address in the European Union. Due to shipper restrictions, we cannot deliver to P.O. Boxes or international addresses. To purchase in other countries Contact Us.

Perle eStore offers shipping via UPS. Shipping and handling costs will be calculated in the shopping cart after you enter your postal code during the checkout process. In stock product will generally be shipped 1-2 business days after receipt of order, providing all Credit Card information is valid. Please note that we do not offer Saturday, Sunday, or holiday shipping/delivery.

You will receive a packing slip with your product. A statement containing your order information and payment confirmation will be mailed to your billing address within 5 business days of your shipment.

Shipped items that are refused by the customer, or in the event continual delivery attempts fail, will be returned to Perle. Credit for the product cost and tax, less shipping and handling, will be issued to the payment method or credit card used for your original purchase. Please allow 3 to 4 weeks for a credit to be issued. It is the customer's responsibility to make immediate and adequate arrangements with the shipping company to accept a shipment in the event of a failed delivery.

Check Order Status, Get Tracking Numbers, Print Invoices

From the footer of any page select View Order Status. Enter your Order ID, Billing last Name and email address. If you have an account, login to My Account in the upper right hand corner. An account is not required to make a purchase from the Perle eStore.

Canceling An Order

Orders for in stock items are sent to our warehouse for shipping immediately after your order has been processed, therefore, in stock items cannot be canceled once the order has been processed.

To request cancellation of back-ordered items, please email [email protected] or call us at 1-905-946-5017. In the email request, please provide your Order ID and the Part Number(s) to be canceled. If we are unable to cancel your order, you will be notified via email within one business day.

Returns

Perle eStore will accept returns of purchased items within 30 days of the date of shipment with the exception of opened software products.

To request a return, send an email to [email protected] with the subject of “Request for RMA”. An RMA number, return instructions and return address will be emailed to you within 1-2 business days. Customer is responsible for all shipping and handling costs incurred.

Please write the RMA number clearly on the outside of the package to be returned. All products must be returned in the original manufacturer packaging. If your product was shipped in a standard carton, please be sure to return using the same or similar packaging. When using the original carton, please ensure that previous shipping labels or other markings have been removed or covered completely. Items should be returned in as-new condition, disassembled, in original packaging with the packing slip, all warranty cards, UPC tags, manuals and accessories. Failure to return all original merchandise with accompanying accessories and materials will result in the product being returned without credit and at the expense of the customer.

Perle eStore must receive the returned item within 30 days after an RMA number has been issued. We advise that you ship the product back to us via UPS or FedEx to ensure proper delivery. Perle eStore will not be responsible for items lost in transit to our center or without a Proof of Delivery signature. It is the customer's responsibility to retain a copy of the return tracking number in the event of a 'lost' shipment until a credit has been issued. An assigned RMA number is valid for 30 days only and will expire on the 31st day after the date of issuance, at which time any returned products will be refused.

Once the return is received, please allow 7-10 business days for the credit to appear on your account. Credit will be issued to the payment method or credit card used for your original purchase only.

Warranties and Return to Factory Repair

Perle Warranties provide customers with return to factory repairs for Perle products that fail under the conditions of the warranty coverage. Products returned to Perle for factory repair are repaired free of charge and shipped back to the customer within 30 days of arrival at a Perle repair center. View Perle Product Warranties.

All users that register their product warranty will receive free 60-day technical phone support that begins on the date of purchase.

Request a Return to Factory Repair