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
  
  Log into our RMA Portal 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?

  Demo units may be available for purchase at a reduced rate. Please contact us-sales@hms-networks.com or 312-829-0601 for additional information.

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

  Yes, you can ship collect on your UPS or FedEx account from our warehouse in Johnstown, PA. UPS is our preferred carrier and we have a daily pick up scheduled with them. We can ship UPS Ground, 3-Day, 2-Day, or Next Day Air (Red). If you would like to use your FedEx account please note that due to our terms with FedEx we only have an Express pick up from them once a week on Wednesdays and they will not accept FedEx Ground packages from our warehouse. We can ship FedEx Express Saver (3-Day), 2-Day, or Priority Overnight.

  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 PP&A, we charge freight based on the weight of the order and will add the cost to the invoice. HMS Networks will subsidize the freight costs and cover international shipping fees and import fees. If you would like to ship collect from Sweden you will be responsible for the shipping and import/duties costs.

• Q: What are the product lead times?

  Product Status		Volume			Lead time
  Stock Items		< 10			1 weeks
  		> 10			4-6 weeks if units need to be built
  Non-Stock Item		< 10			2-3 weeks
  		> 10			4-6 weeks
  Custom Product (built to order)					Contact us-sales@hms-networks.com
  Custom Prototype					Contact us-sales@hms-networks.com

• 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.