Customer Information
Placing an Order
When placing a purchase order for Pentek products, please provide the model number and product description. You may place your orders by letter, telephone, email or fax; you should confirm a verbal order by mail, email or fax.
All orders should specify a purchase order number, bill-to and ship-to address, method of shipment, and a contact name and telephone number.
U.S. orders should be made out to Pentek, Inc. and may be placed directly at our office address, or c/o our authorized sales representative in your area.
International orders may be placed with us, or with our authorized distributor in your country. They have pricing and availability information and they will be pleased to assist you.
Prices and Price Quotations
All prices are F.O.B. factory in U.S. dollars. Shipping charges and applicable import, federal, state or local taxes, are paid by the purchaser.
We’re glad to respond to your request for price quotation just contact the corporate office, or your local representative. Price and delivery quotations are valid for 30 days, unless otherwise stated.
Quantity discounts for large orders are available and will be included in our price quotation, if applicable.
Terms
Terms are Net 30 days for accounts with established credit; until credit is established, we require prepayment, or will ship C.O.D.
Shipping
For new orders, we normally ship UPS ground with shipping charges prepaid and added to our invoice. If you are in a hurry, we will ship UPS Red, UPS Blue, FedEx, or the carrier of your choice, as you request.
Order Cancellation and Returns
All orders placed with Pentek are considered binding and are subject to cancellation charges. Hardware products may be returned within 30 days after receipt, subject to a restocking charge. Before returning a product, please call Customer Service to obtain a Return Material Authorization (RMA) number. Software purchases are final and we cannot allow returns.
Warranty
Pentek warrants its products to conform to published specifications and to be free from defects in materials and workmanship for a period of one year from the date of delivery, when used under normal operating conditions and within the service conditions for which they were furnished.
The obligation of Pentek arising from a warranty claim shall be limited to repairing or, optionally, replacing without charge any product which proves to be defective within the term and scope of the warranty.
Pentek must be notified of the defect or nonconformity within the warranty period. The affected product must be returned with shipping charges and insurance prepaid. Pentek will pay shipping charges for the return of product to buyer, except for products returned from outside of the USA.
Limitations of Warranty
This warranty does not apply to products which have been repaired or altered by anyone other than Pentek or its authorized representatives.
The warranty does not extend to products that have been damaged by misuse, neglect, improper installation, unauthorized modification, or extreme environmental conditions.
Pentek specifically disclaims merchantability or fitness for a particular purpose. We will not be held liable for incidental or consequential damages arising from the sale, use, or installation of any of our products. Under any circumstances Pentek’s liability under this warranty will not exceed the purchase price of the product.
Extended Warranty
You may purchase an extended warranty on our hardware products for a fee of 1% of the list price per month of coverage, or 10% of the list price per year of coverage.
All Pentek software products (excluding 3rd-party products) include free maintenance and free upgrades for one year. Extended software maintenance is available for one, two, and three years, starting after the first year.
Service and Repair
Before returning a product for service and repair, please contact Customer Service to obtain a Return Material Authorization (RMA) number and have the following information available: model number, serial number, name and address of person returning the product and a description of the problem experienced.
Carefully package the product in its original antistatic material, if it is still available, and ship it to us: prepaid (if within the US) or free domicile DDP (if outside the US). Show the RMA number on the outside of the package and include a written description of the malfunction.
When the work is completed, we will return the product to you free of charge, along with a statement of work done, if under warranty. Out-of-warranty work will be charged on a material and service time basis, and we will be happy to quote you a cost estimate for the repair and return shipping before proceeding.
Service phone: 201-818-5900 • fax: 201-818-5697 • email: info@pentek.com
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