Atlona > FAQs

FAQs


Order and Technical:


  Do you have control 4 drivers for your equipment?
  Yes, Control 4 drivers can be downloaded from control 4 directly.

  What type of cable is used for RS232?
  We use NULL modem for all of our devices.

  Can I use a power conditioner for my equipment?
  For best result we commend using APC S20.

  What type of termination is used for extenders/baluns?
  We recommend using T568B for all our products using CAT5E/6 unless noted differently in the manual.

  What type of CAT5 cable is recommended to use?
  CAT7 can be used on all our products, we recommend using CAT6 then CAT5E, CAT5 can only be used as last resort.

  Is your site secure to make purchases?
  Yes, our website has all possible protections for your personal information to be safe.

  How can I pay if I don’t want to use credit card?
  Including Credit Cards, we accept personal/business checks, money orders, cashier’s checks, wire (bank) transfers, Paypal and we also offer credit terms for the approved clients.

  Do you accept Purchase Orders?
  Yes, you would need to fax the purchase order to: 408-743-5622. Make sure to supply your email address to receive an invoice and tracking information. We may need to verify your company information prior releasing the order.

  I am getting and error message on the Check Out page, what do I do?
  Error message could be related to different issues: incorrect information, internet connection, time-out during the order (created for security reasons), incorrect shipping method selected, etc.  If you are not able to figure out which reason is applicable in your case, please call us right away and we will have your order placed over the phone.

  What if I didn’t get my confirmation number in my email?
  Some email providers or mail boxes might block our emails, thinking that it’s spam. Check for our email in your spam folder or deleted folder. If you are not able to find it, email or call us and we will fax it or email it to an alternative email address.

  I made a mistake and ordered an incorrect product; can I change it to a different item?
  Yes, as long as we didn’t have the item shipped, you can call us and we will have the item changed in our system.

  What is Atlona recertified product ?
  Atlona Re-Certified Products
Product returns occur for various reasons. Consumers choose to return products because they felt the product was not needed, or feel a different accessory may better fit their application. All these products go through an extensive re-certification process before they are placed back in stock. All Atlona Re-Certified Products come with a full manufactures warranty.

Certification process
All products returned go through a very thorough re certification process. All Atlona Re-Certified Products maintain high quality standards and inspections. All products go through stringed Quality Control process. The Atlona Re-Certified Products will arrive in certified packaging.

 

Shipping:


  What is the different between Canada Standard and other shipping options to Canada?
  The only difference is you have to pay “BROKERAGE FEES” if we ship with Canada Standard.

  Do you ship to APO or FPO address?
  Yes, please use USPS shipping option.

  Do you ship internationally?
  Yes, in most territories of the world, Atlona Technologies has distribution in place.  Click on the “Where To Buy” button on the top of this page to find your local reseller.

  How long does your economy domestic shipping take?
  Under normal conditions, all lead time is from 2 to 5 business days, depending on your location. However sometimes travel time of the package might take longer due to different circumstances such as customs clearance, weather conditions, etc. Atlona Technologies can only guarantee the shipping options which are guaranteed by the freight forwarder.

  How long does your international shipping take?
  We have a few options for international shipments:  UPS/USPS Express. USPS Express packages normally arrive within 4-7 business days. USPS priority usually takes 7-15 business days. UPS Express 2-4 days, UPS Expedited 3-5, UPS Saver 3-5 days. However sometimes travel time of the package might take longer due to different circumstances such as customs clearance, weather conditions, etc. Atlona Technologies can only guarantee the shipping options which are guaranteed by the freight forwarder.

  Do I pay Tax and Customs if a package is being shipped out of the USA?
  Yes, you might be charged tax and/or customs according to your country’s importation rules. Atlona Technologies can’t estimate the amount you will have to pay due to every country having different regulations.

  I am a local customer; can I pick the item up instead of having it shipped?
  Yes, please call in advance to make sure we have it in stock at our local warehouse.

  My package came in damaged by a carrier, what do I do?
  Before accepting a package, fully inspect it for damages, if any, make a note with carrier. Sign for the delivery and call/email us right away to arrange replacement.

  I received a USPS tracking number from you, but I am unable to see any movement on the shipment. Is this normal?
  Yes, USPS service doesn’t provide exact location of the package until it arrives to either your main post office or to you directly.

  Once I have placed an order, when should I be expecting it to be shipped?
  Most orders placed before 1 PM (Pacific Time) are shipped the same day.

  I have received a free shipping offer, will you charge me if I return an item?
  Yes, if the item is not defective, we will charge you the shipping that would have been paid originally.

 

Partnership and OEM Services:


  Our company does installations, retail sales, integration, etc and we require some of your products frequently. Do you offer any type of dealer pricing?
  Yes, our company is constantly looking for new dealers and distributors. Please contact us for more information.

  Our company requires a specific part which is not listed on your website, but similar to nature of your products.  Can you make it per our requirements?
  Yes, Atlona Technologies has been building products for a variety of different companies. We are able to do a private labeling, custom modifications and much more. Please contact us for more information.