Our Warranty

Make Sure Your VoIP Hardware Investment Is Protected

Standard Warranty

IP Store only carries products that come with at least a limited manufacturer's warranty and we honor all manufacturer's limited warranties. For specific warranty details, please visit the respective manufacturers website, but in general a manufacturer's limited warranty only covers DOA (Dead on Arrival), manufacturer's defects, parts and labor within a six month period. Consumable components (for example, cushion, battery) are not included in this warranty.
LIMITED WARRANTY: Customer assumes total responsibility for the proper selection, installation, operation, and maintenance of all products purchased unless otherwise specified and agreed to in writing by both parties such as a written contract governing that specific sale of equipment. No labor warranties of any kind shall apply including but not limited to technical assistance by phone or dispatch of either personnel or sub-contractors to provide on-site help to remove or change out any such parts claimed to be defective by the customer. Unless otherwise specified in writing by IP Store / Tortel Communications Inc. All refurbished equipment carries a replacement only parts warranty for the warranty period of six months. All new equipment, parts refurbished by the manufacturer and software carry the original equipment manufacturer's warranty only.The foregoing limited warranty does not cover equipment failure attributable to accident, improper operation, misuse, abuse, or any cause other than defects in the materials. IP Store’s obligations under this warranty are limited to repair or replacement (at our option) of any defective part returned to IP Store at the customer’s expense. In no event shall IP Store be responsible for any other damages whatsoever, including direct, indirect, special, incidental, consequential, or other damages for breach of this or any other warranty, express or implied Returned products require a Return Authorization that may be obtained by email, rma@ipstore.com

Privacy Notice

Overall privacy statement

We take your privacy seriously. Because we gather certain types of information about our users we want to help you understand the terms and conditions surrounding the collection and use of that information. This privacy statement discloses the types of information we gather, and how we use it. These privacy practices apply to the Web site that you were viewing when you clicked through to this policy, which is operated by us directly, our partner, or our affiliate.

What information does ipstore.com collect and why?

We collect several types of data when you create an account and shop with us, Account Data, Transactional Data, and Cookie Data.
Account Data is simply information that allows us to:

1. Identify you and your transactions
2. Contact you with regards to your transactions
3. To ship your products

Transitional Data is the information required to determine what you purchased from us, what products, payment method and shipping method you have selected, and to bill you for the products or services you ordered from us.
Cookie Data is information from our website that is kept by your web browser. We collect it for the benefit of the user experience with our websites, such as for remembering what is in your shopping cart while you are shopping. We may collect your IP address, for the purposes of identifying your session related data on our site.

IPSTORE.COM will not sell your information to any third party

The data we collect is for our purposes only. It will not be sold to any third party, nor does any third party have the ability to view the data we collect.
Should you have any comments or concerns with regards to your privacy when using our websites, please contact us and we will gladly explain in further details anything you may wish to know about the use of your personal information on our sites.

Return Program

Sometimes, products need to be returned.

We know and understand that most of the time returning products is a big hassle. In an effort to, "not be like the other guys" we have created a very straight forward and transparent returns policy so that returning a product to IP Store is simple and easy.
Return Instructions: Products must be returned double boxed with the assigned RMA number clearly visible on the outside of the package. DO NOT write on or apply shipping stickers to the original manufacturer's box. DO NOT use the original manufacturer's box as the shipping box. Products not double boxed, without RMA numbers on them or those with writing on the original box will be refused or returned at the customer's expense.
RMA Expiration: Once an RMA is approved, the product must be received within 10 days. Returns received after 10 days will be refused and returned to the customer at their expense.

Defective or Dead on Arrival (DOA) within 30 days

• Any eligible product that is found to be defective within 30 days from the date of purchase will automatically be eligible for a replacement with technician or manufacturer approval. Products found to be in working condition but used will be returned at the owner's expense or held for pickup.
• A $20.00 processing fee will be charged on all products that are returned to IP Store, but deemed non defective through testing.

New in Box (NIB)

• All non-defective returns are subject to a minimum 20% restocking fee and such returns will be for store credit or refund, at the company's sole discretion.
• Products that are still NIB but were purchased more than 30 days ago are not eligible for refund; they are eligible for exchanges/store credit only. Subject to a minimum 20% restocking fee.
• NIB stands for product that was never opened, was never used, contains all components, is still in original manufacturers packaging and is free from any package damage or writing.

Used Products

• Products where the manufacturer's original packaging has been opened are not eligible for return or refund.

Defective Products - Standard One (1) Year Replacements

• Products purchased within 1 year but more than 30 days ago must be returned to the manufacturer if defective. We are unable to return defective products after 30 days and therefore you must work directly with the manufacturer to fix or replace defective goods.

Program Details and Exceptions:

• Not Eligible:
• Servers, PBXs, channel banks, gateways (analog or digital), software and batteries are not eligible for return or refund. Defective products within these categories must be returned directly to the manufacturer.
• Products more than one year old are not returnable in any condition.
• Defective products more than one year old must be returned to the manufacturer.

Refunds: Refunds are only available on returns that are within 30 days and remain unopened and in their original condition. Expect to receive the refund within four weeks from shipping your return to IP Store. This includes reasonable estimates of the time required for the return shipping, inspection at our facility, and processing from your bank or Credit Card Company. We will notify you via email and/or telephone with the details and status of your refund throughout the process. You can expect to receive your refund via the same method of payment that you used for the initial purchase.

• Return Shipping: Shipping expenses for the return of products are the responsibility of the customer. Product exchanges or replacements will be shipped back to the customer at no additional expense.
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• Specific Brand Policies
• Cisco IP Phones: Defective products may be returned for exchange/replacement directly to IP Store within the first year.
• Grandstream Products: Defective products may be returned for exchange/replacement directly to IP Store within the first year.
• Hitachi IP Phones: Defective products may be returned for exchange/replacement directly to IP Store within the first year.
• Linksys Products: Defective products returned within 365 days will be replaced with either a factory refurbished unit or a new unit depending on available inventory.
• Polycom IP Phones: Defective products returned within 365 days will be replaced with either a factory refurbished unit or a new unit depending on available inventory.
• SNOM IP Phones: Defective products may be returned for exchange/replacement directly to IP Store within the first year.

Shipping / Delivery Methods

Canadian Orders,
Purolator
IP Store’s primary courier for orders shipped within Canada is Purolator.  With Purolator our customers appreciate that they can track their shipments and that they are delivered quickly and on time. The available shipping methods are Purolator Ground (business to business), Home Delivery (ground service for residential addresses) or Purolator Air (Standard Overnight, and Priority Overnight (delivery by 10:30 am to most cities).
USA Orders

IP Store’s primary courier for orders shipped within the United States is UPS. Item purchased will ship from our Buffalo, NY warehouse. With UPS our customers appreciate that they can track their shipments and that they are delivered quickly and on time. The available shipping methods are UPS Ground (business to business), Home Delivery (ground service for residential addresses) Express Saver (3-day delivery), 2-day, Standard Overnight, and Priority Overnight (delivery by 10:30 am to most cities).

USPS

IP Store also offers the option of shipping with USPS. This is a good option for customers who wish to have their order shipped to a PO box. The USPS shipping methods we offer are Priority and Express. Please note that USPS does not provide a tracking number but simply a delivery confirmation number.

In-Store Pickup

If you are located in or will be visiting the Toronto, Ontario, Canada area we also offer the In-Store Pickup between the hours of 9am to 5pm EST Monday through Friday. This option can also be selected in the shipping menu and is free of charge. We will notify you by phone or email when your order is ready. Most orders placed before 3pm EST will be available for pickup the same day.

International Orders

We offer FedEx or UPS International Economy and International Priority shipping to most countries from our Buffalo, NY, USA or Toronto, Ontario Canada warehouse.

Shipping Costs

To estimate your shipping costs for both domestic and international orders simply add the items you plan to purchase to your shopping cart and sign-in as a new or returning customer, and use the menu to select the shipping method you would like. The shipping costs will be automatically calculated.