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
(receivables@kelvin.com or kelvin@kelvin.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 orderstatus@kelvin.com 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 kelvin@kelvin.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 kelvin@kelvin.com.
The company president makes sure he reads all e-mails and responds
when needed.
What
is the direct contact information for KELVIN®?
Email: kelvin@kelvin.com
Help Phone: 1-800-535-8469 or 1-631-756-1750
Fax: 1-800-756-1025 or 1-631-756-1763
Mail: 280 Adams Blvd., Farmingdale, NY USA 11735
Order status: orderstatus@kelvin.com
Technical support: technicalsupport@kelvin.com
Software or Electronic Support: kelvin@kelvin.com or lazaros@kelvin.com
Technology Education and Science Support:kelvin@kelvin.com or neal@kelvin.com
Returns: returns@kelvin.com
Placing an e-mail order: orders@kelvin.com
Accounts receivable (for KELVIN® customers): kelvin@kelvin.com
Accounts payable (for KELVIN® vendors): payables@kelvin.com
Bids: bids@kelvin.com
Imports & Exports: international@kelvin.com
Employment: employment@kelvin.com
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