Conditions


Technical Support
Technical support is provided in the Electronic Cats technical forums for all Electronic Cats customers by our dedicated team of engineers and staff. We also assist customers of our resellers who have questions about their Electronic Cats products. We will answer questions in a timely manner (generally within 2 business days). Additionally, a community of experts may also chime in to offer additional tips, tricks, and how-tos. Just sign in to your Electronic Cats account, select the category that best suits your question, click, and create a new post. Unsure which category to choose? General Project Help is always a good place to start. Electronic Cats has dedicated support engineers that will be able to assist you, please keep in mind we answer all questions in the technical support forums, we do not provide one-on-one product support over email.

Cancel Order
If your order hasn’t been processed for shipment, we may be able to cancel it. If you’ve already received a shipping notification for your items, please know that we are no longer able to cancel the order. Please note that if we do cancel your order, we cannot guarantee that the products in your original order will still be in stock when you decide to place another order. Please contact us Electronic Cats or store@electroniccats.com

Modify Order
Because our shipping system is automated, we cannot add or remove items from existing orders. If your order hasn’t shipped yet, we may be able to cancel and refund it. Then you can create a new order with the updated item list. Please contact us if you would like us to cancel your order. If we cancel your order we cannot guarantee that the products in your original order will still be in stock when you decide to place another order. 

Delivery Status
Contact your order number, where an assistant will help you review the status of your order.

Returns
We can only accept returns of unopened kits and products within 30 days of receipt. For international orders, 30 days from shipment for express parcels and 60 days for registered mail service. Any returns after the stipulated days will only be returned as store credit. Customers are responsible for return shipping costs unless the product arrives damaged or defective. For returns of items valued at $ 500 usd or more, we charge a 5% restocking fee. Please contact us before returning any package! We are reasonable people and we hope you are too. If you have any problems we will do our best to help you!

Web Site Error
If you would like to report an issue on electroniccats.com, please enter a detailed description of the issue below. The more details you provide, the faster we will be able to help diagnose and troubleshoot the issue. Email us directly at dev@electroniccats.com to send a screenshot of the error.

Purchase Orders
Create a quote using the “add to cart” tool. Once you have an official purchase order, move the items to your cart and proceed to checkout, selecting your payment method and completing your shipping information.
For more details on how to place an order we have some posts in our blog section

Damaged Part/Item
We’re very sorry about this. It’s rare for this to happen, and we’ll make sure that we take care of you right away. Please email us directly at support@electroniccats.com and attach a photo of the items you received for our QA team. Include your order number and the part number, in addition to the photo attachment.

Missing Part/Item
Please check your order’s packing materials one more time for the missing items. Sometimes the items can be in stuck in bubble wrap, stuffed in separate boxes or wedged in corners. If you still can’t locate the items, please fill out the contact form.

Detective Item
Have an inkling your item is defective? Please take it to the forums! Our forums engineers authorize all replacements and refunds for defective items, often bypassing the returns process, making for a speedy resolution.

Billing Questions
If your credit card was declined and/or the address could not be validated, please note we use a credit card processor, which means that our site does not store any credit card information. The error messages are reported directly from your credit card bank via our processor. Please contact your credit card company and ask them to authorize your billing and shipping addresses, as well as your order.

Invoices
Request your invoice with the following data, order number and billing information. The order number is found in the upper left hand corner accompanied by a “#”, if you do not know your order number send us an email with the name under which your order was placed.

Educator inquiries
Educator’s FAQ Page Electronic Cats offers volume discounts and special offers to educators. Please contact us if you’re an educator and plan to place a large order for your students/workshop.
The discount can be up to an additional 10% off plus quantity discounts depending on the purchase! Email us, we have a team dedicated to working with you! We work with both private and public schools – nursery schools up to high school and beyond, colleges and universities, as well as campus book stores. We accept purchase orders and for especially large orders, we can also create custom packs depending on your needs. Please contact us to learn about our special packs,discounts and more for workshops, classes, and students!

Press / Media inquiries
Please supply a detailed description of your Press/Media inquiry. At this time the Electronic Cats team is not taking on any new speaking engagements – we are growing fast and 100% focused on our customers and product development at
this time. Additionally, we are not offering any sponsorships for events, etc. at this time.

Suggest an item for us to stock
If you would like to see an item in the Electronic Cats store, let us know! Please send suggestions along with a description of the item, and why it would be good to stock! Please note we do not offer custom products or manufacturing services at this time.

Positive feedback
Have some positive feedback to share with the Electronic Cats team? Send us a note. We might even share your email on the Electronic Cats blog in our weekly Mail Bag post!

Embedded
We offer customized technological solutions to companies, institutions or individuals that require a high quality design, consulting and/or development service. We have a wide support directed to your needs. Fill out the contact form to contact you as soon as possible.