This page was last updated on: July 29, 2009

Total Security Sales Terms & Conditions of Sale

Our goal at Total Security Sales (a division of Network Services Northwest, LLC, a Washington corporation) is to provide you with quality products and services at reasonable prices, and back that up with excellent customer service.  To achieve that goal, we have outlined our standard "terms and conditions of sale" so that expectations at set correctly from the beginning of our relationship with you, the customer.

Shipping Information

Order cut-off time:  4:00 pm Pacific (we're located near Seattle)

The vast majority of orders received before 4PM PST (7PM EST) will ship the same day.   If you need your order to ship the same day it was placed, PLEASE follow up your order with a phone call or email.  If we need to make the extra effort to get your order out the door, we want to know about it before it's too late!After placing your order, you will receive a confirmation e-mail with the details of the order you just placed.

The delivery time of an order is determined by our processing time (time between ordering the product to the time that the product leaves our warehouse) and the selected shipping method (Ground, 3 day, 2nd Day, Overnight, Overnight Morning delivery, etc.).  Due to order and inventory levels, credit card verification processes, and even inclimate weather, some orders may take up to 48 hours for us to process.

Total Security Sales does not normally process orders on weekends and holidays. Orders placed over the weekend and on a holiday will be processed the following business day unless you follow our Emergency Order Procedures.

We normally ship via UPS but are able to ship via FedEx or DHL. We are not setup for shipping with the USPS. If you would like shipping other than with UPS, please contact our Sales Department to place your order. A processing charge may be assessed for any FedEx or DHL order.

Items in stock will be shipped to you from our facility in Montesano, WA. In addition, we work with several large distribution companies that have warehouses throughout the US and Canada. If your item is not in stock or expected to be in stock within 48 hours, we may choose to drop-ship your order from one of our distributors. Total Security Sales does not allow re-routing of packages while in transit for security purposes.

Return Policy & PROCESS

Total Security Sales offers a complete, 30-day return policy for your shopping protection.  If you are not completely satisfied with your purchase you may return it within 30 days for a refund or exchange.  This does not include DOA or defective product; please use the manufacturers warranty coverage for one of these issues.  In addition, please note, this does not apply to any APC product or any electronic licensing or support contracts - these are non-returnable and non-refundable products.  Please see our details terms and conditions below, including instructions for how to begin the RMA process.  This policy does not apply to Barracuda products; please contact us for details!

To return a product to us, please follow these steps:

1. IMPORTANT:  Before you begin the RMA process, please review the following terms:
   • We only accept hardware that is still in "like new" condition.  We have to be able to resell it once it comes back.  If you've lost or destroyed the original packaging we will not grant an RMA.  Further, all of the accessories included with the original packaging is required to be included (cables, power supplies, manuals, etc.).
   • We only accept hardware that is working.  If you know that the hardware is not working, you must follow the manufacturers warranty procedures, you can't return the equipment to us.
   • Hardware either has to be unregistered or, if it's registered, transferred to the account of Network Services Northwest with the manufacturer.
   • Remember, licensing and electronic keys are non-returnable and non-refundable products.  We aren't allowed to return them and we can't take them back from you.
2. Make sure you request the RMA (return material authorization) within 30 days of your purchase.  The 30-day timer is based on the date of your purchase, not the day you took delivery of the product.  Use your Sales Confirmation email or Invoice that we mailed you to determine this date.
3. Make sure you are trying to return a product that is covered by this policy.  We do not accept returns on APC products or on any electronic licensing or service contracts.
4. If you're within 30 days and you have a product covered by this policy, contact us at RMA@TotalSecuritySales.com with your Sales Confirmation number (SO______) or your Invoice number (IV_______).  We will then send you a quick form to fill out.
5. Once that form is filled out and returned to us (via email, fax, or mail), we will issue a UPS pickup slip.  We pay for all return shipping charges.  We issue pickup slips every Wednesday.  This means that UPS will be stopping by the location you specified on the return form on Thursday.  If the package is not ready to go they will stop by on the next two business days.  If you fail to have the package ready for UPS within 3 attempts, the pickup slip will be cancelled by UPS and we will void the RMA. 
6. Please, do not send your product back to us on your own.  We do not accept items sent to us outside of our RMA process.  We apologize for the inconvenience, but with the volume of product coming into and leaving our facility we have to have a standardized return policy and implementation procedures.
7. Please allow up to 6 business days for us to receive the package once UPS picks it up from you.  Within 5 business days from that date we will inspect and test the product.  If the product does not work it will be returned to you at our cost.  We do not accept return of damaged or non-working product.  Please use the manufacturer's warranty to replace any defective equipment, not our RMA process.
8. Upon successful inspection and testing of the product, a refund or credit to your account will be issued within 1 business day.  For a refund we will deduct a 25% restocking fee.  For a credit to your account we will deduct a 5% restocking fee.  Please allow up to 5 business days for the credit to show up on your account.  In some circumstances we may not be able to refund your money to your credit card due to a 30-day "time out" limitation with our credit card processor.  If that occurs, you will be notified by email that we are issuing a check instead of a credit to your credit card.  Please allow up to 10 additional business days for that check to arrive via USPS.
9. Any discrepancies with what you ordered and what was received must be brought to our attention within 2 business days of you receiving the order.

Pricing Disclaimer

Due to the fast pace of the computer and consumer products industries, prices, specification, and availability of products change without prior notice. Due to the volatile nature of the computer industry, product descriptions may not reflect current technical information. Any typographical, photographic, or specification error in product, pricing, or offers is subject to correction. We make every effort to provide you with the most accurate, up-to-the-minute information. Despite our best efforts, a small number of items on our web site may be incorrectly priced. In the event a product is listed at an incorrect price due to typographical, photographic, technical error, or error in pricing information received from our suppliers, Total Security Sales reserves the right to refuse or cancel any orders placed for products listed at the incorrect price.

If the correct price of an item is lower than our stated price, we will charge the lower amount and ship you the item. If the price is higher than our stated price, we will contact you in order to notify you of the price error.  You will have an opportunity to purchase the item at the correct price or you may cancel your order without penalty.

While we make every attempt to verify prices before charging your credit card, Total Security Sales reserves the right to refuse or cancel any orders placed on incorrectly priced products whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is canceled, Total Security Sales will immediately issue a credit to your credit card account in the amount of the incorrect price.

Although Internet online processing generates an automatic confirmation and response via e-mail, Total Security Sales may make changes on pricing, product description, and/or specification, after the confirmation and prior to product shipment. Such changes are intended to cope with situations including, but not limited to, corrections to errors, changing market conditions, discontinuation and/or unavailability of products. Total Security Sales reserves the right to limit and prohibit any sale at its discretion. Proof of purchase and postage may be required for any rebate program.

BILLING & PAYMENT METHODS ACCEPTED

We accept all major credit cards including Visa, MasterCard, Discover, and American Express. There are never any credit card surcharges. We currently use PayPal for our credit card processing.  This DOES NOT mean you have to have a PayPal account to place an order with us, it simply means we use the PayPal Virtual Terminal to process our credit card orders.

Please be sure to provide the exact name, billing address, and telephone number as they appear on the credit card statement. Incorrect information may cause a delay in the processing of the order. Orders that are shipped to an address other than the billing address listed with the credit card company require a temporary, alternate shipping note added to the account. Applying this note may also cause a short delay in processing time. This note is required for first time purchases only and is used to verify that the cardholder is placing the order. This is for your security. Please note that we will accept credit cards with verifiable account information with the Card Issuer. All transactions are subject to verification for safety and security purposes.

We also accept cashier's checks, personal checks, wires transfers, and purchase orders. In addition, we accept PayPal payments via any funding method. All checks must clear before a product ships. Sorry, we do not accept money orders due to fraud-related issues.

We do not accept credit cards from accounts based outside the US or Canada.

PRIVACY POLICY

Total Security Sales is committed to protecting your privacy. This policy describes our practices regarding personal and account information collected through our web site or via our employees. In this policy, “personal and account information” means your name, company name, account number, address, telephone number, and e-mail address, plus any other information that personally identifies you, including your industry, the number of employees at your company, and purchase history, or would permit us to contact you, and “we” and “us” means Total Security Sales as well as our associated companies.

As is true of most web sites, we gather certain information automatically and store it in log files. This information includes internet protocol (IP) addresses, browser type, internet service provider (ISP), referring/exit pages, operating system, date/time stamp, and clickstream data. We use this information, which does not identify individual users, to analyze trends, to administer the site, to track users’ movements around the site and to gather demographic information about our user base as a whole. We do not link this automatically-collected data to personally identifiable information.

In order to process transactions we collect customers name, address, phone number, and credit card information. This information is collected by a shopping cart service and is shared only within our corporation. Once we receive this information all credit card information is deleted from the shopping cart service. If you request additional information or make an online purchase from us, you may receive email from us about online specials and other events. If you do not want to receive email from us in the future, please let us know by sending email to us at the below address and telling us that you do not want to receive email from our company. Alternatively, you can use the unsubscribe mechanism within any email received from Total Security Sales. We respect your privacy and do not sell or trade email addresses with other companies.

If you supply us with your postal address online you may receive periodic mailings from us with information on new products and services or upcoming events. If you do not want to receive mail from us in the future, please let us know by sending us an email to Sales@TotalSecuritySales.com

Total Security Sales does not share personally identifiable data with third parties for unknown or unrelated uses. We use a variety of outside shipping companies to fulfill orders, and a credit card processing company to bill you for goods and services. These companies do not retain, share, store or use personally identifiable information for any other purposes. These agents are prohibited from using your personally identifiable information for any other purpose.  Upon request we provide site visitors with access to unique identifier information (e.g., customer number or password) that we maintain about them, transaction information (e.g., dates on which customers made purchases, amounts and types of purchases) that we maintain about them, contact information (e.g., name, address, phone number) that we maintain about them. Consumers can access or have this information corrected by sending us an email to Sales@TotalSecuritySales.com

We provide you the opportunity to ‘opt-out’ of having your personally identifiable information used for certain purposes, when we ask for this information. For example, if you purchase a product/service but do not wish to receive any additional marketing material from us, you can indicate your preference on our order form.

If you no longer wish to receive our newsletter and promotional communications, you may opt-out of receiving them by following the instructions included in each newsletter or communication or by emailing us at Sales@TotalSecuritySales.com. Alternatively, you may contact us at the address below.

You will be notified when your personal information is collected by any third party that is not our agent/service provider, so you can make an informed choice as to whether or not to share your information with that party.

We use industry-standard encryption technologies when transferring and receiving consumer data exchanged with our site. When we transfer and receive certain types of sensitive information such as financial information, we redirect visitors to a secure server. We have appropriate security measures in place in our physical facilities to protect against the loss, misuse or alteration of information that we have collected from you at our website.  We use cookies to record session information, such as items that consumers add to their shopping cart.

We employ a third party to track demographics which uses a software technology called clear gifs (a.k.a. web Beacons/web Bugs), that help us better manage content on our site by informing us of what content is effective. Clear gifs are tiny graphics with a unique identifier, similar in function to cookies, and are used to track the online movements of web users. In contrast to cookies, which are stored on a user's computer hard drive, clear gifs are embedded invisibly on web pages and are about the size of the period at the end of this sentence. We do not tie the information gathered by clear gifs to our customers' personally identifiable information.

We use clear gifs in our HTML-based emails to let us know which emails have been opened by recipients. This allows us to gauge the effectiveness of certain communications and the effectiveness of our marketing campaigns. If you would like to opt-out of these emails, please see "Choice and Opt-out."   We use a third-party tracking service that uses cookies to track non-personally identifiable information about visitors to our site to help us provide better content and marketing.  We do not partner with or have special relationships with any ad server companies.

Total Security Sales may occasionally contain links to other websites. Please be aware that Total Security Sales is not responsible for the privacy practices of such other websites. We encourage you to be aware when you leave our website and to read the privacy statements of every website that collects personally identifiable information. This privacy statement applies solely to the Total Security Sales website.

We reserve the right to modify this privacy statement at any time, so please review it frequently. If we make material changes to this statement, we will notify you here, by email, or by means of a notice on our home page.  In the event that Total Security Sales goes through a business transition, such as a merger, acquisition by another company, or sale of all or a portion of its assets, your personally identifiable information will likely be among the assets transferred. You will be notified via email and/or prominent notice on our web site for 30 days of any such change in ownership or control of your personal information.

We reserve the right to disclose your personally identifiable information as required by law and when we believe that disclosure is necessary to protect our rights and/or to comply with a judicial proceeding, court order, or legal process served on our company.

Our contact address:

Total Security Sales

217 West Pioneer Ave.

Montesano, WA  98563

sales@totalsecuritysales.com

DISPUTE RESOLUTION

Should the unfortunate situation arise where we become engaged in a dispute over a transaction with a customer, the following shall apply:

1.  Should a dispute arise between TSS/NSNW and a customer, every effort shall be made by all parties to amicably resolve all issues. Failing such resolution, venue and jurisdiction for legal disputes related to sales and services provided by TSS/NSNW shall lie exclusively with a court of competent jurisdiction in Grays Harbor County, Washington. TSS/NSNW reserve the option to approve a non-judicial dispute resolution process on a case by case basis.