Customer Service Information

Shipping & Delivery
Equipment purchased from sintelsystems.com will be delivered once full payment on order has cleared. Packages requiring additional software setup and configuration may be shipped in parts. Peripherals are shipped separate from System CPU or System Digital Video Recorder. Delivery time is dependent on system requirements, delivery location, and shipping quantity and size.
FREE SHIPPING: Free Commercial Ground Shipping is offered on all Complete System Packages. POS Complete packages must include POS System Hardware, Software, & Peripherals such as: Cash Drawer, Magnetic Card Reader, Customer Display, & Printer. Complete Surveillance (Security Cameras) Systems must include DVR, Cameras, and Installation Material including: Cable & Power Supply.
Residential or Home Ground Shipping is not included and will require that shipping rates be applied.  Free Shipping only for orders shipped to the 48 contiguous states excluding Alaska, Hawaii and all US Territories, and Islands.

Order Processing
Orders will be processed in the order recieved. Payments by mail will be processed same day received and products will be shipped out once payment has cleared.  POS System orders generally take up to five or more days depending on order size. Rush orders requiring same day shipping will be processed with a reasonable fee with respect to order size. See package options for rush order pricing.

Privacy & Security Policy (Collection Of Personal Information)
Personal information is information that may be used to identify an individual. This information includes, but is not limited to, your first and last name, your home or other physical address, your electronic mail address, your credit card number and other similar information. When you visit our web site (www.SintelSystems.com) and any affiliate or successor site, Sintel Systems will ask you for and collect personal information from you in order to provide products and services you request, communicate with you, provide customer service and support to you, send e-mails and information about us; and for internal marketing and promotional purposes.

Refund-Exchange-Cancellation Policy
7-Day Return Period from time of receipt of pick up of products available on all eligible products.  Point of Sale (POS) equipment, Surveillance (Security Cameras) Equipment, Phone Systems, Alarm Systems, and all other equipment including hardware, accessories, peripherals, parts, and software that is unopened, and still in its sealed original package or, if delivered electronically, that has not been downloaded, may be returned within 7-Days from the date of delivery for a credit or a refund of the purchase price paid, less shipping and handling and any applicable restocking fees.  Products within packages are not eligible for individual return unless approved by Sintel Systems. These components if eligible for return will reflect the package price and not necessarily the purchase price due to discount provided on packaged deals. Unless you have a separate agreement with Sintel Systems, or if the product was returned to Sintel Systems without prior authorization, it will be considered an unauthorized return, and the customer will not receive credit for the product. Sintel System will not ship unauthorized products back to the customer. The customer must pay for shipping cost for unauthorized returns.

Cancellations prior to the product being shipped will be accepted without charge. A 5% Cancellation Restocking Fee will be charged for all cancellations after product has been shipped. Refunds for cancellations will only be issued once all components have been accounted for. If product has already been shipped customer will be responsible for all shipping and handling charges along with the 5% Cancellation Restocking Fee.

Warranty
Sintel Systems is committed to providing highly professional and excellent customer service. We stand behind every product and service we provide. Sintel Systems products and system packages included standard manufacturers warranty from the date of purchase directly through the manufacturer. Our warranty covers manufacturers parts and labor on equipment provided by Sintel Systems through the manufacturer. See product for warranty details. The standard warranty requires customers to ship defective products to the manufacturer for repair unless otherwise arranged. Hardware will generally be repaired within a 24 hour period from receipt of equipment unless more time is required. Replacements or repaired components will be shipped back to the customer.  You may also obtain extended warranty, support, and service agreements beyond the first 12-month period.

The contract described on page one (1) of the agreement page includes a dedicated custom system exclusively designated and configured for the system. We request that no changes, additions, or alternations outside the operational realm be made. This includes installation of software and hardware components. Due to the various component requirements and specifications, alteration of the system will most likely result in loss of data or the entire database. Database repair and recovery is not covered under Sintel Systems warranty.  Virus infections and results of virus attacks and hacks are not covered under the Sintel Systems warranty. Warranty exchange is provided by Sintel Systems to customers on current Technical Support & Maintenance plans ONLY.

If you encounter any problems, we ask that you contact us immediately by phone at (972)POS-TECH or support@sintelsystems.com. Any modifications to any component or configuration of the systems will breach this warranty agreement. Damages beyond the realm of our control including ones resulting from negligence on behalf of your staff, including, but not limited to alteration, addition, and/or replacement of machines, are not covered under the terms of the warranty.

Extended Warranty
Extended warranty is offered on eligible products.  Standard warranty required that defective products be returned for repair and shipped back to customer. 

Rapid Replacement Warranty
Rapid replacement warranty offers free over night shipping of replacement product without having to first send back the defective product. A credit card deposit will be required to ensure return of defective part. Contact us for additional details and pricing.

Technical Support
All Packages include a 90-Day Initial Setup Support. After the initial 90 Days Technical Support Service are offered to customers with active support plan. Support is offered via email or phone.  Support Plans include remote access that allows Sintel Systems to access the POS System to provide support related services. Standard support is offered Monday to Friday from 9am to 7pm PST.  Saturday support is offered from 10am to 5pm past.  Support is also offered by appointment for special need customers. Broadband Internet connection is required for Technical Support Troubleshooting which will allow for faster response and service time. Support is only offered for products and services purchased from Sintel Systems.  Technical Support does not cover cabling issues, network related issues, 3rd party peripheral support & 3rd party credit card processing support. Visit www.sintelsystems.com/support for additional information.