1. Ordering

Q. How can I ensure that my order has been accepted?
A. Your billing address must be the same as the address kept by the financial institution for the Canadian credit card in which you have selected to use with your purchase. This verification is critical in order for your order to be further processed, as well as, to prevent any fraudulent activity from the misuse of your credit card. Once verification has been made, your order will be accepted and processed further. If these addresses do not match, our Sensor Wireless team will the contact you via phone or email to verify that the information that you have submitted on-line is error-free.

Q. Can I check the status of my completed order on-line?
A. Not yet but SensorWireless will provide its on-line customers with this possibility in the near future.

Q. How can I check the status of my completed order?
A. Once you have completed your order, you will receive a confirmation number on the Order Confirmation page. By contacting one of our representatives at 1-877-626-3952 and providing the confirmation number, we will be able to give you the current details on your order.

Q. Can I cancel my order after it has been submitted?
A. Yes, in the even that you wish to cancel your order after submission, please contact our Sensor Wireless team at 1-877-626-3952. We will then assist you with the cancellation process. Cancellation of may be done by customer within 24 hours after submission at no charge and within seven (7) days subject to a 15 % fee.

Q. How do I get a sales receipt for my order?
A. You can print a copy of your Order Confirmation page as a record of your order. We also include an invoice indicating payment in full, packed with your order. Please retain your invoice for proof of purchase.

Q. Can I place an international order through Sensor Wireless (Use an international billing of shipping address)?
A. Sensor Wireless only accepts orders from Canadian and American customers (with a valid Canadian or American billing and shipping address) using a credit card from a Canadian or American financial institution.

Q. Do you accept P/O's for orders?
A. No, orders placed directly through Sensor Wireless web site are charged in-full at time of order. Companies looking to place orders with a P/O should contact Sensor Wireless at 1.877. 626.3952 or a Sensor Wireless Authorised Reseller or Distributor

Q. If I buy more than one unit do I get a volume discount?
A. If you have inquiries about purchasing multiple units, please contact our Sensor Wireless team at 1.877.626-3952



2. Warranties

Q. Where can I purchase an extended warranty for my Sensor Wireless product?
A. You can either purchase an extended warranty on-line at sensorwireless.com or call our Sensor Wireless team at 1-877-626-3952.

Q. Are there international warranties for my Sensor Wireless product?
A. Yes, Sensor Wireless offers 1 or 3 year parts and labour limited international warranties with all of its products. Upgrades for your standard warranty are also available with purchase of product and purchase of extended warranty program.

Q. What does the Sensor Wireless manufacturer limited warranty cover?
A. Sensor Wireless products come with either a 1 or 3 year manufacturer's limited international warranty, which covers the product from being defective in workmanship and material under normal use of the product. For a more detailed explanation of Sensor Wireless warranties, please refer to our Sales terms.



3. Payment

Q. Are prices shown on sensorwireless.com in Canadian or US dollars?
A. All product prices stated on this Sensor Wireless website are in US dollars, excluding the applicable sales tax

Q. What forms of payment are acceptable?
A. Purchases made through sensorwireless.com can only be paid for using a Canadian or American financial institution issued credit card, such as Visa, MasterCard, and American Express.

Q. How much tax would I be paying on an order?
A. All orders are subject to the applicable sales taxes for the province or the states in which the product is being shipped to. No other international orders are accepted.



4. Shipping

Q. Is shipping free?
A. No shipping is charged at customer for a fee indicated on-line when purchasing the product.

Q. When will my order ship?
A. Orders placed with sensorwireless.com prior to 5pm ATL Monday to Friday will leave our facilities within an estimated time of twenty-one (21) days and will arrive at its intended destination with varying shipping times, depending on location. Please keep in mind that there is no delivery on Saturdays, Sundays or national holidays

Q. How is my order shipped?
A. Sensor Wireless uses FedEx to provide efficient and reliable delivery services for all its products.

Q. If my order is late, damaged, or incomplete when received, what should I do?
A. We realize that each inquiry is unique and individual, so we advise you to contact our Sensor Wireless team at 1-877.626-3952 for assistance. When you call, it is best that you have your Order Confirmation number handy, so that our team can quickly and efficiently serve you right when we receive your call.



5. Support

Q. How can I get my technical questions answered?
A. By calling 1-877-626-3952, Sensor Wireless' representatives will be available 5 days a week to answer any questions you may have regarding your Sensor Wireless product.



6. Returns

Q. What is the return policy for products purchased online through sensorwireless.com?
A. Product purchased via www.sensorwireless.com may be returned within a 30-day period from the date of shipment. Return requests beyond the 30-day period will not be considered.

All returns require a Return Material Authorization (RMA) number, which may be obtained from 1-877-626-3952. An RMA number must be requested within thirty (30) days of product shipment and all product must be returned to SWI within ten (10) days of receipt of the RMA number.

Return shipping charges are non-refundable.

Returns made without an RMA number will be refused and returned to the customer at the customer's expense.

Customer is responsible for shipping charges and risk of loss on all return shipments. Customer must use a reputable shipping carrier capable of providing proof of delivery, as well as properly packing and fully insuring the return shipment.

Upon receipt of the returned product(s), SWI will inspect the product to be certain all parts are included and there was no abuse or misuse of the product, or user negligence.

All products must be returned in original packaging.

SWI may reject the return for, or deduct costs associated with: missing parts, missing accessories, non-original packaging, abuse, misuse of the product, or user negligence.

After receipt and inspection of the returned products, credit will be issued in accordance with the following:

Standard products are eligible for refund or replacement at SW'sI discretion.

Sensor Wireless warranty extension and upgrade programs may be returned for credit in accordance with terms of the program. If opened, software may not be returned. If unopened, software will be handled as standard products.

Q. How do I return products?
A. 1. Call 1-877-626-3952 (Monday to Friday 9:00am to 6:00pm AT). You will speak to an Sales Representative who will ask you a few questions. The Sales Representative will give you an RMA (Return Material Authorization) number. You must have an RMA number to return your purchase. Any items returned to SWI without a valid RMA number will be returned to you at your expense. To return a product as Dead On Arrival (DOA), it must be deemed as such by a Sensor Wireless officer.

2. Re-pack the items you wish to return in their original packaging. If you no longer have the original packaging it is your responsibility to protect the contents of your return shipment. Make sure that every item included with your purchase is included with your return. Failure to return all items originally shipped will result in a re-stocking fee. The shipping label must include the following information:

Sensor Wireless Inc.
Attention: Receiving
RMA#
106E Kensington Road
Charlottetown. C1A 5J5

3. You are responsible for the expense and the safe return of your purchase to Sensor Wireless. It is in your best interest to insure your return shipment. If the items go missing en route to Sensor Wireless, it is your responsibility. Select a carrier of your choice who can provide tracking of your return and decide whether you wish to insure your return shipment. Remember the return and insurance expenses are your responsibility.

4. The RMA number you received from our Sales Representative is valid for ten (10) calendar days from the date of issuance. Product received by SWI beyond the ten (10) calendar day window could be returned at your expense. From the date of completion of inspection, we will evaluate your return and replace the product or credit your credit card (the card used to place your purchase) within ten (10) business days. Processing of credit card statements by your financial institution may impact the time at which you see the credit appear on your next statement.



7. Technical

Q. There is no signal to the Palm
A. Step 1. Is the CrackLess Egg turned on, with batteries installed properly? There are two orange status LEDs that will flash when batteries are installed correctly, and the device is turned on. Ensure that the sensor is within 20 feet of the user to test strength.

Step 2. Is the battery in the Communications box installed correctly? If the battery is installed correctly in the box, you should see a blue light on the side of the box illuminated.

If these steps fail to work, try replacing the batteries in the sled and the sensor.

Q. What if I see consistent black lines across the palm screen when monitoring?
A. The battery in the sensor is getting low and should be replaced.

Q. The Palm freezes during operation?
A. Like any computer sometimes this can occur. Reset the Palm by depressing the reset button on the back of the palm. This action may cause you to lose your data files. If this happens please load your software through the installed SD Card on the palm.

Q. The unit was left uncharged and now my software is gone?
A. Load the Software through your SD Card by using the drop down menu on the right hand side of the palm screen.

Q. An error message is provided on the Palm screen during operation?
A. Contact technical assistance (1-902-626-3952) and describe the error message.

Q. Signal strength is inconsistent and seems weak?
A. This can occur in certain environments. The unit has been tested prior to shipping to conform to our 50 ft. transmission standards. If extremely low performance distances (less than 10 ft) are occurring consistently, then contact SWI technical assistance. Try replacing batteries in both sensor and Palm.