Do you take credit cards?
Yes, we take American Express, VISA and M/C and public school purchase orders.
What are the shipping costs?
10% flat rate in the continental USA or a minimum of $10.00. If the item has to be shipped by Air Parcel Post, truck, overseas, as a hazardous material, oversized, overnight or a similar situation, KELVIN® will charge an additional shipping cost.
What is the minimum order?
We require a minimum order of at least $30 for U.S. domestic orders, $100 for Canadian Orders and $150 for foreign orders. KELVIN® Labs and Trainers are sold to schools only. Foreign orders must be paid by wire transfer or international money order, please contact KELVIN® for more information (firstname.lastname@example.org or email@example.com).
Do you have a store, or are we able to pick the goods at a KELVIN® location?
KELVIN® does not have an actual store. Therefore, we do not make pick-ups an option. All goods are shipped via UPS and FedEx.
Are the items in stock?
Most items are in stock for immediate shipment. KELVIN® is a "brick and mortar" operation with a facility of over 20,000 square feet. If an item is out of stock, it is in transit to us and in inventory in most cases within 3-5 days.
How soon can we get the order?
In general, we ship within 10 business days. If an item is out of stock, we ship the bulk of the order and the remaining items when they become available.
Do you take phone orders?
No we do not. We would like to have a hard copy of your order faxed or e-mailed to us for our record (you may call in you credit card number if this is your concern).
How do you check the order status?
To check on the status of your order, e-mail us at firstname.lastname@example.org or call 1-800-KELVIN-9.
What about returns and return charges?
Call 1-800-KELVIN-9 if you are concerned about returns. All returns are a costly exercise and we are trying to contol and minimize them. There is a 30 day return policy, and shipping costs both ways are NOT refundable.
What is not returnable?
Special orders, KELVIN® Labs, computers, software, video equipment, audio, classroom setup and furniture and large quantities of kits or special items (Please note if you intend to purchase a large quantity of the same kit or product you should buy ONE first to see if it fits your needs.
Is there a restocking charge?
For returnable items, yes, there is a 15% restocking charge to cover handling and shipping costs. (Returns are costly and if you change your mind, you have to cover costs.) Shipping charges are not refundable. If an order is received damaged (please do not accept the order if that is the case) or shipped in error by KELVIN®, there is no restocking fee.
What is the time limit for return of goods?
30 days from the invoice date. Beyond that time, returns are not allowed.
What is the procedure for return orders?
You must e-mail, fax or call for a return authorization number (RMA number). Please provide us with the invoice date, order number and the name of the item to be returned. This control number will enable us to find the original invoice and help us process the returns. Please include a note with the reason for the return so that we know if there is any problem with the product to be fixed before putting it back into stock (put the RMA number on the outside of the box).
How do I ship my order back if returning it?
UPS is ideal since they have a tracking number. Please insure the goods if the value is more than $100.
How do I pack returned goods?
Pack in a way that is protective to the goods. When packing the returned goods, please make sure you wrap properly to avoid damage. Items which are carelessly wrapped and damaged during shipping will not be taken back. The item must also be packed with the gift box, if there is one, so that we can resell it to others. If the item is returned and is not in new condition for resale, it cannot be returned and we will send it back to you.
Why are some items sold only to schools?
Some items require a teacher's supervision for safety reasons. Also, some of the items require a teacher's prior experience in putting together the project.
Who do I contact for technical support?
Send an e-mail to email@example.com. Please allow 1 to 2 days for a reply since we may be training or at a trade show.
What are the repair charges after warranty?
$60 US minimum charge for first hour (if needed - every hour after $60/hour). Software upgrade - KELVIN® brand software upgrade $60 (robotic arm could be higher depending on product cost).
I have a recommendation or complaint. Who do I send it to?
Please send an e-mail to firstname.lastname@example.org. The company president makes sure he reads all e-mails and responds when needed.
What is the direct contact information for KELVIN®?
Help Phone: 1-631-756-1750
Mail: 280 Adams Blvd., Farmingdale, NY USA 11735
Order status: email@example.com
Technical support: firstname.lastname@example.org
Software or Electronic Support: email@example.com or firstname.lastname@example.org
Technology Education and Science Support:email@example.com or firstname.lastname@example.org
Placing an e-mail order: email@example.com
Accounts receivable (for KELVIN® customers): firstname.lastname@example.org
Accounts payable (for KELVIN® vendors): email@example.com
Imports & Exports: firstname.lastname@example.org