How to Buy

US Customer Service

• Q: What products can I return for credit? Is there a restock fee?

  Learn more about our return policy

• Q: What is the warranty period for HMS products?

  Learn more about our product repair services policy
  
  Fill out a product return form to begin the warranty process

• Q: When will I receive my order confirmation?

  Orders will be confirmed between 24 and 48 hours of order submission. Orders of stocked items in lower volumes will be confirmed immediately while non-stocked items in higher quantities may require confirmation from the production planner. Please see “What are the lead times?” for more information.

• Q: Can my order ship the same day of submitting my purchase order?

  Same day shipments must be received by our order department by 12 PM EST. Typically orders ship within 1-2 business days if shipping from our US warehouse.

• Q: Are there articles that we can test before we purchase?

  For information on the HMS Demo Stock Program and finding the right article to fit your application, please contact us-sales@hms-networks.com or 312-829-0601.

• Q: Will I be able to ship on my collect account?

  For orders that will be shipped from our Bedford, NH warehouse, we suggest using a UPS collect account. We have UPS pickups scheduled daily, and can ship with any preferred method (UPS Ground, UPS Blue, UPS Red NDA). If you would like to use a FedEx account we can only ship FedEx Express.

  For orders that will be shipped from our HQ in Sweden, you can ship pre-pay and add or on a collect account. If shipping PPA, we charge freight based on the weight of the order and will add costs to the invoice. HMS Industrial Networks will subsidize the freight costs and cover international shipping fees and import fees. For shipments under 5 pounds, the freight charge will be $24. For shipping on a collect account, you will be responsible for the shipping and import/duties costs. 

• Q: What are the product lead times?

  This is the HMS Standard Lead Time Promise 2016:

  Anybus Embedded		Volume			Lead time
  Stock Item Selected high runners		=< 10			1 working day
  		> 10			4 weeks
  None Stock Items Remaining Article Numbers		=< 10			2 weeks
  		> 10 - 49			4 weeks
  Anybus Gateways		Volume			Lead time
  Stock Item Selected high runners		=< 10			1 working day
  		> 40 - 49			4 weeks
  None Stock Items Remaining Article Numbers		=< 3			2 weeks
  		> 40 - 49			4 weeks
  Remote Management		Volume			Lead time
  Standard item		=< 10			1 working day
  		> 10 - 49			4 weeks
  IXXAT		Volume			Lead time
  Standard Item		=< 10			1 working day
  		> 10 - 49			4 weeks

  On top of this you need to add the transportation time.

• Q: Do you allow drop shipments?

  Drop shipments are allowed with a $25 drop ship fee. Drop ship fees are waived if the order is next day air.