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Policies

Placing an Order

Getting your order placed is fast and easy. Just follow these steps:

  1. Add the items you want to your cart. Make sure quantities are correct.
  2. Click “Secure Checkout” from the cart page.
  3. If you’re not already logged in, log into your account, create a new account, or just choose “Continue as Guest.”
  4. Verify the correct address is selected. If not, select the correct one or make a new one.
  5. Select a shipping method.
  6. Select a payment method.
  7. If applicable, enter a promotional code or purchase order number in the appropriate field.
  8. Make sure you’ve reviewed the Terms of Service and Shipping Policy.
  9. Click “Continue.”
  10. On the next page, verify that all information is correct. If no, click “Edit Order”. If yes, click “Place Order.”
  11. Your order has been placed when you see your 7-digit order number.

That’s it! We’ll take it from there.

Placing your order through our website is the most efficient way to get your stuff. If you are unable to use the website, we can also take your order over the phone.

Changing or Canceling An Order

Need change something about your order or just want it canceled? Pause your order until we can fix it for you.

To pause your order:

  1. Log into your account.
  2. Click “My Account” in the upper right.
  3. Click “Order History.”
  4. Click the red “Need to change something?” button on the line of the order you’re looking for (it’s next to the Order ID).
  5. Enter a brief note letting us know what you’d like to do.
  6. Click “Pause Order.”

We’ll take it from there. You can ask us to change the items on your order, update an address or payment method, or just cancel it. Customer Service will get back to you by email within one business day regarding your request.


Purchase Orders

We offer credit terms to approved customers. To apply, send us a message via the contact form on our main web page.

 

Warranty Information

We strive to provide accurate descriptions and high quality merchandise. If you have any problems with your order, please let us know as soon as possible! We will do everything in our power to make it right. Please see our Return Policy for more information.

Preorders and Backorders

Preorders and backorders are essentially the same thing: a way to buy stuff that’s not in stock. The only difference is that preorders are items that have never been in stock, but will be soon. They’re both handled the same way.

Not all products can be backordered when they go out of stock. If an out of stock item can be backordered it will clearly display a “Backorder” button, otherwise it cannot be backordered by any means.

There are two types of backorders: Intentional and Accidental.

Intentional Backorders

This is when you, the customer, add an out-of-stock item to your cart by clicking the “Backorder” button. We do not charge for intentionally backordered items until they are ready for shipment.

If your cart contains only backordered items, there will be no charge submitted at checkout. When the order is ready to be shipped, a charge will be submitted via the payment method you selected at checkout.

If you have some in-stock and some backordered items, you will see a checkbox on the shopping cart page that says “Ship Complete Order”. If you check this box, no charge will be submitted at checkout. Once all your items are in stock, the full charge will be submitted and the order shipped.

If you do not check this box, we will charge for all in-stock items and the initial shipping/handling upon submission of the order. Once your backordered items are available, we will charge for the products, and a second shipping/handling fee if applicable. You will receive notification of 2 separate orders: one for the in-stock items and one for the backordered items.

Please Note: If you choose to have in-stock items ship now and backordered items later, a shipping/handling charge may apply to each shipment.

Accidental Backorders

This is when our website indicated that there was stock available for your order, but we were actually out.

We work very hard to keep our stock numbers accurate. This type of backorder is rare, but there are a variety of issues that can lead to inaccuracies. We apologize for any inconvenience. We will ship all in-stock items right away, with the backordered items shipping as soon as they are available. They will ship via the same shipping method you selected during checkout. You will not be charged additional shipping. A second order number will be generated to accommodate the accidentally backordered items.

Order Status Information

When you place your order, it will enter through a series of steps during fulfillment.

Normal Statuses

  1. New Order - This indicates we’ve received your order.

  2. Shipped - Your order has been completely packaged and moved to our shipping dock. It’s ready to go! You should receive an email that your stuff is on the way to you (with a tracking number if your shipping method is tracked).

Other Statuses You May Encounter

  • Exception - This indicates your order needs human interaction before it can be released for shipment. This is often the case with lithium batteries, export control issues, and orders you have requested be paused for changes. Orders in Exception status usually get cleared quickly. We will contact you if we need additional information.

  • PayPal Waiting For Payment - Either we’re waiting for your PayPal echeck to clear (it takes a few days), or we’ve sent you a payment request (watch your email for a notification from PayPal.) Either way, once PayPal confirms payment, we’ll release your order for shipment.

  • Other - There are a few other order status flags but do not apply to the vast majority of orders. If you have any questions, please Contact Us and we’ll explain the state of your order.

Shipping Policy

We ship in-stock orders as soon as possible. This is often the day you placed it or the day after, but there are many situations where it will take longer.

You will be sent at least 2 emails for each order you place:

  • The Order Confirmation verifies that your order is in our system. Please review the email to make sure all the information is correct. Contact us to pause your order if something’s wrong.
  • The Ship Notification is to let you know that your order is ready to go. It will be picked up by the shipping company the next time they come by our building.

 

US Shipping

US orders are shipped by default using USPS mail. You’ll see that option in checkout. For other shipping methods, price varies greatly. You can get an estimate with the Calculate Shipping button in your cart, or just enter checkout to see what we’ll charge.

Shipping Methods

We offer several options to allow you to decide how and when you get your items.

UPS - (Tracked and insured, no PO boxes)

  • UPS Next Day Air - Next business day delivery by 10:30 a.m., 12:00 noon, or end of day, depending on destination
  • UPS Next Day Air Saver - Commercial destinations: Next business day delivery by 3:00 or 4:30 p.m. Residential destinations: Next business day delivery by end of day
  • UPS 2nd Day Air - Delivery by the end of the second business day
  • UPS 3 Day Air - Delivery by the end of the third business day
  • UPS Ground - Averages 3-5 business days, depending on destination

UPS does not normally deliver on Saturday, but may for an additional charge.

United States Postal Service

  • USPS First Class or USPS Priority - 2-3 business days not guaranteed, includes Saturday, not tracked, not insured. Only allowed for orders up to $300 in value.

Local Pickup

If your shipping address is in the state of Washington or Oregon, you’ll see Local Pickup as a shipping method in checkout. If you select this option, we’ll hold your order here so you can come pick it up. See our Local Customers section for more details.

PO Boxes

UPS does not deliver to PO Boxes. If your shipping address is a PO Box, please select a USPS option.

Signature Requirements

All US orders are shipped “Signature Not Required” by default; however, the shipping company may decide to require a signature depending on the value or destination. If you want your order to require a signature for delivery, please Contact Us. If a “Signature Not Required” package is left at the door but isn’t there when you get home, neither Plum Geek nor the shipping company can be held responsible.

Package Rerouting

If your package is en route to an incorrect address, we can contact UPS to update the delivery address (USPS does not offer this service). The base fee is $11 for UPS. There may be additional charges depending on how far away the new delivery address is from the old one. Please Contact Us as soon as you are aware the package needs rerouting.

This service also applies to packages needing to be stopped and returned to us.

Please Note: Package Rerouting and returning is done at the discretion of the shipper. If the package is too close to the delivery address, it may be delivered before the reroute/return instructions are received. We will make the request, but cannot guarantee that it will be honored.

International Shipping

We ship to your country! Unless you live in a country that is embargoed by the US government (currently Iran, North Korea, Sudan, and Syria). We still can’t ship to Cuba, but this will likely change eventually.

Most international shipments will incur additional fees in the form of duties and taxes. These fees are your responsibility, and are in addition to the shipping cost we charge at checkout. See Duties and Taxes below for details.

International shipments are sent via a forwarding company called APC Postal Logistics, which handles delivery to your destination country.  The parcel is then passed along to your local post office for final delivery. Some tracking is provided throughout the process.

  • International shipping is shipped once a week.
  • Estimated delivery to customer country is 9 to 14 business days once it leaves us.
  • We have no control over the length of time that it takes for the package to go through customs.
  • Once it clears customs, your local post office will make the final delivery. If you believe your package is in your country and has not been delivered, please contact your local post office for assistance in getting your package.

Duties and Taxes

All duties and taxes for international shipments are the responsibility of the customer. Plum Geek is not responsible for any extra charges once the original package has been shipped. We can’t tell you exactly what the charges will be, but here’s a duty calculator to help with estimation.

If the customer refuses to pay these extra charges, the return shipping and any additional fees will be taken out of the cost of the order with any remaining funds being refunded to the customer. In the event that the extra charges exceed the value of the order, we may charge those amounts to the credit card originally used for the order.

Export Restrictions

As mentioned above, we are not able ship anything to any address in the countries of Cuba, Iran, North Korea, Sudan, and Syria. Beyond that, we also sell some items that are known as “dual-use items”. These are products designed for civilian use, but that could be used for devious purposes in the wrong hands. The rules vary by item, but we’ll be in direct contact with you if we need further information. Please Contact Us if you have any questions regarding an item and/or its destination.

Signature Requirements

International shipments’ signature requirements vary by carrier and destination. If you have questions regarding your particular shipment, please Contact Us.

Using your own FedEx/UPS account

If you have a FedEx or UPS account, you may choose to use it to cover the shipping charges for your order. To do so, enter your account number in the appropriate field during checkout. We will then submit the shipping charges to your account. Please note: Your contracted rates may vary greatly from ours. The shipping estimate you see at checkout has no relation to what you will eventually be billed. Please do not enter your FedEx or UPS account number unless you are absolutely certain you want to ship on your own account instead of ours.

 

Local Customers

If your shipping address is in Washington State or Oregon, you can opt to pick up your order in person at our office. We do not charge for this service. Our address is:

Plum Geek LLC
209 E. Reserve St. #102
Vancouver, WA 98661
(360) 952-2170

All Local Pickup orders must be prepaid. For accounting reasons, we do not accept cash, check, or money orders as payment for them.

If you will be picking up your order, please Contact Us and we'll make sure it's ready when you arrive.

 

Return to Sender Packages

Packages can be returned to us for many reasons. Depending on the reason for return, there may be additional charges applied to your order. Please read below for more information.

  • Packages can be returned to us for missing or incorrect address information. Please take a moment to check and make sure your address book is up to date. There is also an order review page where you can double check this information. If the carrier you select charges us to return the package, we will either a) deduct that from your refund if you want to cancel or b) if you choose to re-ship the package it will be added to the cost of the re-shipment fee.

  • Packages can be returned to us if they are refused at customs for any reason. Sometimes we choose to get these packages back. If there are any customs fees and shipping charges to return your order, this will be deducted from the refund (if you want to cancel the order) or added to the re-shipment fee if you want to re-ship the order. Please see our Shipping Policy for additional information regarding international orders.

Please note that if your package is marked to be returned to Plum Geek, it could take longer than expected to receive as these packages are not marked as a priority from the shipping company. Sometimes it can take a couple of weeks before we get them back!

We will only hold a returned package for one week before we restock and refund (if applicable). If you are wondering where your order is, please also check your spam filter as we may be trying to get a hold of you!

If you think your package is going to be returned to us, please Contact Us so we can note your order and wait for its return.

Payments

You may pay by any of the following methods. United States funds only. We do not accept C.O.D. orders.

Credit Card

We accept Visa, and MasterCard.

  • We can only refund for up to 90 days from the date of the charge. After that time, we will need to refund with store credit or another method.
  • In order to help prevent payment fraud, we may need to hold your order for further verification. We will be in contact if this is applies to you.

PayPal

If you would like to use PayPal, please Contact Us. We will generate a PayPal invoice for you.

Check or Money Order

Send your check or money order to:

Plum Geek LLC
229 E. Reserve St. #102
Vancouver, WA 98661
  • Reference your order number on the document.
  • Not available for orders that are split into two shipments.
  • For accounting reasons, this option is not available for Local Pickup orders.
  • This option is not available for guest checkout.

Sales Tax

All orders with a Washington State shipping address will include Washington State sales tax on the merchandise portion of your order, unless you provide us with an exemption permit or Washington State resale tax form. Tax is calculated based on the shipping zip code.

We do not charge sales tax for orders with a shipping address outside Washington State.

Gift Certificates

Gift Certificates are sent from Gifter to Giftee by email. We do not send out a physical certificate. In order to send a Gift Certificate that you have purchased, please follow the “Send Gift Certificate” link from the My Account screen.

Return Policy

30 day unmodified return policy

If you are not 100% satisfied with your order, we will be happy to arrange a return for any unused items purchased within 30 days. The customer is responsible for return shipping charges. Simply Contact Us to arrange a return.

Package returns will be shipped to:

Plum Geek LLC
229 E. Reserve St. #102
Vancouver, Wa 98661
United States

Damaged in Shipment

Please Contact Us right away. Include a description of the damages, and pictures if possible. This information is very helpful to us in assessing how we package our orders and helps prevent similar problems in the future. We’ll get replacements for the damaged goods out to you as quickly as possible.

General Return Guidelines

  • Please arrange an RMA with us prior to sending any returns back to us.

  • All returns must include any accessories, documentation, etc. that shipped with the product.

  • If your return includes Lipo batteries, please contact us from more details on proper shipping procedures.

  • If the item has been soldered to please do not remove, desolder, or otherwise modify any connected items before contacting Tech Support.

  • Eligibility for return of modified items is determined on a case-by-case basis; we can not guarantee eligibility for modified items.

  • Returns may take up to 2 weeks to process, not including transit times.

  • Replacement orders can not be modified to include different or additional parts.

  • You are responsible for return shipping charges.

  • Returns for orders older than 30 days are not eligible for return or replacement.

  • We reserve the right to limit support on products from orders older than 30 days.

  • In the event that your return is not received in restockable condition, we reserve the right to change your refund method, including denying issuing any refund or credit.


Credits...

The policies in this document have been largely reproduced from policies of SparkFun Electronics because we love and respect them!  ;-)