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CUSTOMER SERVICE

ORDER STATUS

Contact us any time you need assistance with your order. Our friendly and knowledgable product experts are happy to help.

 

Orders that include products not in-stock will not be shipped until all products are in stock. Partial ships are available upon customer request. If you want us to partial ship your order, send an email to info@sequoiasupply.ca requesting a partial ship and include your order #. Customers must reach out and request partial ships. Your order will not partial ship by default.

 

RETURNS

 

TAKE UP TO 30 DAYS TO RETURN ITEMS
Except for non-returnable items indicated below, you may return items purchased from Sequoia Supply within 30 days of delivery. All returns require prior approval which can be obtained using the RMA form.

 

REFUND SCHEDULE

Refunds for returned items paid by credit card are determined as shown below. For items purchased via Purchase Orders and/or Net 30 terms, a minimum restock fee of 15% applies to all returned items with the balance applied as an in-store credit only. 

Returned Item Condition

Restock Fee

Refund[1]

New condition with all original packaging and accessories

0%

Full refund of the item’s price

Non-new condition or original packaging marked, damaged or missing

15%

85% of the item’s price

Accessories missing or incorrect serial number

35%

65% of the item’s price

UPC code missing

Not returnable

 

[1] If, in the sole opinion of Sequoia Supply, the condition of the returned product was misrepresented, appropriate restock fees will be applied. If a refund is being requested and the item shipped for free, prorated shipping fees may be deducted from the refund.

 

RETURN SHIPPING COSTS
You are responsible for shipping costs to return items to Sequoia Supply. If the return is a result of our error, we’ll either provide a return shipping label or refund return shipping costs to a maximum of $9.95.

 

SPECIAL ORDER ITEMS
Upon request, Sequoia Supply will special order items for customers. Special order items include items we do not normally stock or items in quantities higher than our normal stock level. Special order items are non-cancellable. If defective, customer’s sole remedy is to contact the original manufacturer for an exchange of the defective item. Any refunds of special order items, defective or not, will be made at the sole discretion of Sequoia Supply and are subject to a minimum 40% restock fee.

 

WHAT ITEMS ARE NON-RETURNABLE?
The following items are final sale and not returnable. If defective, please contact the manufacturer for warranty service.
 • Special order items, clearance items, discontinued items
 • Opened software, opened unlock certificates, electronic charts, data cards
 • Bundled items where the bundled software has been opened, used, and/or unlocked

 

DAMAGED ITEMS

Items that arrive in damaged condition must be reported within 48 hours of delivery.

 

GET YOUR RETURN MERCHANDISE AUTHORIZATION (RMA) NUMBER
It takes just a couple minutes to complete our on-line Return Request form and get your RMA number and return instructions right away, or feel free to call us at 1-855-473-7368 to talk to a service rep.

 

WHEN DO I GET MY REFUND?

For items purchased on credit card, we typically process returns and refunds 2 to 4 business days after being received. Your credit card company may take a few additional days to process the refund to your card. Items purchased on Net 30 terms take up to 10 days to process. A credit memo on the customer account will be generated when the Net 30 return is processed. When we process your return, we’ll send you a confirming e-mail message. Shipping and handling fees are not refundable unless the return is the result of our error. If you return your item(s) using a return label provided by us, and the return is not due to an error by us, the return shipping cost will be deducted from your refund.

 

WHAT IF MY ITEM IS DEFECTIVE WITHIN THE FIRST 30 DAYS?
If your item is defective within the return period of 30 days, we will replace it with another of the same item. If you are unsure if your item is defective, call us at 1-855-473-7368 and have your order number handy. After the return policy period expires, the terms of the manufacturer’s warranty will apply and you should contact them directly for assistance.

 

CAN I EXCHANGE AN ITEM?

Yes. Simply order the new item you want within the 30 day return period, then complete a RMA for the return of your original item. Include all items with your original unit when it is returned to us to ensure a full refund.

 

CAN I RETURN MY ITEM WITH THE UPC CODE MISSING FROM THE BOX (I sent it in for a rebate)?
Items that have had the UPC code removed from the outer box cannot be accepted for return. For defective items, please contact the manufacturer for warranty repair.

 

WHAT IS THE PROCESS TO RETURN AN ITEM?
We suggest you follow these 3 easy steps to return an item.
 • Step 1: Obtain a Return Material Authorization (RMA) number using this Return Request form.
 • Step 2: Package the items you are returning in a strong, secure box.
 • Step 3: Send them to the address shown at the bottom of this page.

 

WHAT IS AN RMA (Return Material Authorization) NUMBER?
The Return Material Authorization number is a tracking number that allows us to track your return once we receive it. Our shipping department receives numerous shipments each day and the RMA number allows us to recognize your returned items and to handle your return promptly. We are not responsible for returns without an RMA number.

 

HOW DO I RECIEVE AN RMA (Return Material Authorization) NUMBER AND HOW LONG IS IT VALID?

You may request an Return Material Authorization (RMA) number online using the Return Request form. Return Material Authorization (RMA) numbers expire after 10 days from the date of issue – please ensure that your return arrives within this time period.

 

HOW DO I SHIP THE RETURNED ITEMS?

USE SEPARATE PACKAGING TO RETURN ITEMS – do NOT write on, mark up, or apply a shipping label to the item’s original packaging or a restock fee will apply (see table above). Use a packaging method that will secure the item(s) and protect them from damage during shipping. Include a copy of your invoice or packing slip, and return to us using any shipping company of your choice. Please note that Sequoia Supply is not responsible for any loss or damage to the product during return shipping to Sequoia Supply.

 

WHAT ADDRESS DO I SHIP THE RETURNED ITEMS TO?
Returned items must be shipped to the address shown on the invoice you received with the order. For your convenience, this address is shown below:

  Sequoia Supply – Returns Department
  RMA# (enter your RMA# here)
  3611 – 48 Avenue SE
  Calgary, AB,  T2B 3N8
  Canada

 

These policies apply to all transactions and purchases made at Sequoia Supply.

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