ORDERING INFORMATION

• SALES AND SERVICE
  Our sales and service lines are open daily, from 9:00 AM to 5:00 PM E.S.T., Monday through Friday. (Except Canadian legal holidays.)
  Tel: 450-656-2759
  Fax: 450-443-4949
  Email: solen@solen.ca 
  
• PRICES
  All our prices are Ex Works our warehouse in St-Hubert, QC Canada and are quoted in CAD $ for all online customers, canadian taxes not included,  duty on International Orders is not included. All quantity price breaks apply per individual part number only, no mixing for lower prices. Large quantity pricing is available, please call for a quotation.
  
  Due to the currency market fluctuation and regular suppliers prices increase, prices are subject to change without notice. In case of a significant price change , a notice will be issue and the order will be held for approval.
  
• MINIMUM ORDERS
  Our minimum order is $25.00, orders less than the minimum require a $5.00 service charge.

PAYMENT METHODS 

• C.O.D. (Canada)
  Cash on delivery orders are accepted from established canadian customers, payments by cash or certified check only. There is a CAD$ 6.75 charge added for C.O.D. orders. Back orders are automatically cancelled.
  
• CREDIT CARDS (All countries)
  MASTER CARD and VISA are accepted on phone, fax and mail orders. We require the following information for security purpose: customer full name, issuing bank and billing address if different from shipping address. Charge are in C$ and exchange rate is automatically calculated by us on your invoice and by your credit card company on your montly statement.
  
  Please fill out the following PDF form and fax it to us at 450-443-4949. CREDIT CARD AUTHORIZATION 
   
• PREPAID (Canada Only)
  Payment can be made by bank draft, bank money order, postal money order or certified check. Company check and personal check are accepted and personal check must clear before shipment. 
  
• PREPAID (Outside Canada, U.S.A.)
  Payments by international bank draft, international bank money order or international postal money order are accepted. Payments by bank telex transfer or by appropriate approved letter of credit only when required, with at least a 2 month valid period, are available specially for foreign companies in countries outside Canada and U.S.A.. 
  
• OPEN ACCOUNT (Canada, U.S.A.)
  Open account status with 30 days net terms is available for government agencies, institutions and qualified companies. Send three trade references and also the name, account number and telephone number of your bank. Numbered and signed Purchase Order are required on all open account and an Order Confirmation will be issue.
  
  On new accounts, first order will be sent on a prepaid or C.O.D. (Canada only) basis or until credit is approved. A 1.5% monthly interest will be charged on overdue payments.

SHIPPING INFORMATION

1. SHIPPING METHODS
   Orders are sent by UPS ground service, Air Mail, and Surface Mail, other shipping methods are available. If the method is not specified, we reserve the right to ship by the most appropriate method. We also reserve the right to require prepayment or payment by credit card for express and/or air shipments.
   
2. SHIPPING CHARGES
   All orders are shipped F.O.B. St-Hubert, QC Canada. Only actual shipping and nominal insurance charges will be added to the invoice amount.
   
3. SHIPMENT IN TRANSIT
   The goods shipped by us are received and signed for by the carrier, and the carrier is therefore responsible for any loss and/or damage while in transit to you. All our shipment shipped by UPS or by MAIL are insured against any loss and/or damages. UPS tracing cannot be activated until 2 working days from date of shipment. Parcel Post tracing is 30 days.
   
4. EXCHANGES AND/OR RETURNS
   No exchanges and/or returns after 30 days. All exchanged and/or returned merchandise will be subject to a minimum of 10% restocking and handling charge with the following qualification: 
   
   Exchanges and/or returns must be pre-authorized by us by telephone or in writing to obtain your Return Authorisation Number.
   
1. Exchanges and/or returns must be accompanied by a copy of your invoice as a proof of purchase and your reason for their exchange and/or return.
2. Exchanged and/or returned item(s) must be unused, and in their original factory packing as it was shipped to receive your refund or replacement.
3. Please repack your exchanged and/or returned item(s) very carefully in an additional separate good carton, securely wrap and tape, to ensure that it is received by us in good condition.
4. Please return the parcel via SURFACE or AIR MAIL prepaid and insured for its full value as we shall not be responsible for any intransit loss and/or damage while the item is being returned, collect shipment will be refused. Please keep your shipping and insurance receipts as proof of shipping.
5. We reserve the right to inspect the exchanged and/or the returned items before a refund or a replacement may be issued.
6. Incurred shipping, insurance, handling and C.O.D. charges are not refundable.
7. Please note that books, printed matter of any kind, sale items, surplus products and custom made or cut items are not refundable.

IMPORTANT NOTES

• ORDER STATUS
  To trace or expedite an order, please provide us with the exact company or personal name and address as the order was originally placed, the date and/or the purchase order or our invoive number. Product my vary from picture.
  
• SPECIFICATIONS
  The specifications of merchandise are subjet to change without notice. Manufacturers frequently modify or update their products specifications, which is beyond our control.
  
• DAMAGES
  On arrival, the consignments should be carefully and thoroughly inspected for any sign of damage or shortage and should be noted on the Freight Bill before signing the receipt. If the item cannot be inspected properly, we recommend that you sign the freight bill marked "SUBJECT TO INSPECTION".
  
  It is your responsibility to report immediately to the carrier any merchandise received in damaged condition and an inspection report requested. If you notice any damage after unpacking the shipment, notify the transport company immediately and request an inspection. Damage claims must be made with the carrier.
  
  All packaging material must be retained until the shipment is inspected by the carrier and your claim is settled.
  
• DISCREPANCY
  Any damages or discrepancies found with the order must be reported within 5 days of receipt. Solen Inc. will not be responsible for any discrepancies if it is not reported within this 5 day period. . 
  
• BACK ORDERS
  We stock what we catalog and every effort will be made to ship your order complete. However, from time to time and despite every effort on our part, manufacturing delays, shipping delays and other factors beyond our control deplete our inventory. If our inventory is depleted on an item, we will backorder it, we will advise you and ship each item as soon as it is available. In case of extensive delay or unavailability of an item(s), a notification will be issue. If you would like us to cancel any backorder, please advise us at the time you place your order.
  
• RESPONSIBILITIES
  Solen shall, in no event, be liable or responsible for any damages whatsoever including, without limitation, damages for loss of profits, indebtedness, business interruption, damage as a result of delays and/or specifications changes or any other pecuniary loss arising out of the use or inability to use any Solen products. We depend on our suppliers and shipping companies and it is probable that from time to time back orders will occur.
  
• PRODUCT GUARANTEE
  No product guarantee after 1 year. Any defective product shall be returned according to Exchange and/or Returns instructions. The nature of the defect shall be clealy indicated on the copy of your invoice.
  
  We will repair, exchange and/or replace the defective article, free of charge and we will return the replacement article freight prepaid.

U.S.A. ORDERS

U.S. Custom Requirements:

Companies must provide their Income Revenue Service Number and individuals must provide their Social Security Number .

U.S. Custom Duty:

There is a 4.9% Custom Duty charge on loudspeaker parts imported in the U.S.A. to be paid by the customer when he receives his order.

Mail Orders of less than US$ 1250.00:

A US$ 5.00 U.S. custom processing fee and a US$ 3.40 post office charge to be paid to the Post Office when you receive your order.

UPS Orders of less than US$ 1250.00:

A US$ 2.00 U.S. custom merchandise processing fee and a US$ 30.00 custom broker fee will be charged on your commercial invoice.

UPS Orders of more than US$ 1250.00 but less than US$ 5000.00$

A US$ 25.00 U.S. custom merchandise processing fee and a US$ 30.00 custom broker fee will be charged on your commercial invoice.

UPS Orders of more than US$ 5000.00$

A US$ 25.00 U.S. custom merchandise processing fee and a US$ 60.00 custom broker fee will be charged on your commercial invoice.

UPS Ground Order:

The consignee must provide an authorized U.S. Customhouse Broker's name, if none is provided, then we will appoint Norman G. Jensen Inc. or UPS as custombroker.

UPS Blue or Red label:

The U.S. custom merchandise processing fee and the custom broker charge are included in the UPS charge.

U.S.A. EXCHANGES AND/OR RETURNS INSTRUCTIONS

No UPS shipment.

In addition the Exchanges and/or Returns Instructions, the following should be also enclosed in an envelope taped to the outside of the package and labeled PACKING SLIP:

A copy of Solen Invoice.
A copy of your Customs Form.
A copy of your paid custom receipt indicating that the duty was paid on this merchandise.
A brief statement from you stating that you have received this merchandise and the reason as why you are returning it.
INTERNATIONAL ORDERS
Surface Mail
Insurance is not always available. Maximum weight per box: 20 Kg.
Air Mail
Insurance is not always available. Maximum weight per box: 20 Kg.
UPS International Air Service
Insurance is available.
Any other specified freight forwarders are available upon request.