Customer Service

Customer Service

***Rebates are only valid when purchased at FULL purchase price or approved prior by management****
***We reserve the right to upgraded/newer version automatically at our discretion****.

***You cannot combine coupons, ie. Free ship and 10% off.


FREE GROUND SHIPPING TO LOWER 48 STATES ONLY (ON ORDER OVER $100)


Any item that has our free shipping logo will ship GROUND only to the lower 48 states.



These items will not ship express with the rates published on our site. If you choose anything other than ground we will send you a shipping quote or please call 800.844.0962

Sales Tax


All orders shipping into New Jersey will be charged sales tax. No Sales Tax will be collected on orders outside of NJ.

Returns


For items returned, please allow 7-14 days, as not all returns get processed at this location.

**For all orders under $50, you will be charged a 30% restocking fee.

Please Note: Toners, drum, copiers, printers CANNOT be returned if opened and used.

**Please note: Any damaged or missing items/packaging can delay this process even further, and/or will be subject to a possible increase in restock fees.

We thank you for your patience and thank you for your business!

PLEASE NOTE: NOT ALL MANUFACTURERS ADHERE TO THE SAME RETURN POLICY. IF YOU HAVE A QUESTION IN REGARDS TO THE POLICY ON A SPECIFIC PRODUCT OR MANUFACTURER PLEASE CALL BEFORE ORDERING. SOME PRODUCTS ARE NON-RETURNABLE EVEN IF DEFECTIVE AS THE MANUFACTURER REQUIRES THE MACHINE TO BE REPAIRED THROUGH WARRANTY.FEEL FREE TO CALL US ABOUT YOUR PRODUCT OF INTEREST AND WE WILL BE HAPPY TO ASSIST YOU.

PLEASE NOTE, IF YOU REFUSE A DELIVERY YOU WILL BE RESONSIBLE FOR THE DELIVERY COST TO YOU AS WELL AS THE RETURN DELIVERY TO US.

We want your shopping experience to be enjoyable. We provide our customers with detailed product information so they can make a good buying decision.

Please call or write us if you have any questions about a specific product, we will be happy to offer any additional information you might need.

Copy Machines, Fax Machines and Printers cannot be returned once toner is installed in the machine. If the merchandise is defective we will repair or replace the unit.

Call or write us to pre-authorize your return. No returns will be accepted without prior authorization. Please note that we cannot accept returned consumable items such as ink cartridges, ribbons, toner, developer or drums once they have been opened.

Copy Machines, Fax Machines and Printers can only be returned if they are in the original factory sealed cartons.

If any item fails or is defective, see manufacturer's warranty. Buyer pays return shipping for any return, unless wrong item was shipped or unit is defective. Customers in Alaska and Hawaii and areas outside of the USA are responsible for return shipping on all orders including defective products.

***Please note: If you choose to order a refurbished item and upgrade it to a new item, if the new item is not available, a refurb will be shipped and your +$25 fee will be refunded.***

If you receive an item that appears to be broken or damaged during shipment, please call us immediately so we may issue a call tag for pick up-this must be done within 24hrs.

Returns may be subject to a 20% restocking fee on the original purchase price (restocking fee will not be applied to returns for defect or damage). Some products are sold as "Free Shipping" items and they are clearly noted on the item page. Please be aware that Free Shipping only applies if you keep the products. In addition to the restocking fee we will also subtract the original shipping charge that we paid to ship your order.


IMPORTANT NOTE IF AN ITEM IS REFUSED YOU WILL BE SUBJECT TO A 30% RESTOCK FEE


Furniture / Chairs are special ordered items and carry a 50% restock if returned


Contact us at returns@acedepot.com for a return authorization code. Returns will not be accepted without a valid RMA number. All RMA numbers are valid for 14 business days.

Shipping charges for returning merchandise are the customer's responsibility.

All defective claims must be made within 5 days of receipt of merchandise.

All products returned as defective must be deemed defective by the manufacturer prior to returning.

All items being returned must be in original box with everything intact. (including parts, inside packaging and manuals etc). RMA's are valid for 14 business days.

Requests for RMA must be made within 14 days from date of order.



Shipping fees



Please note shipping to HI, AK , Canada and any area other than the lower 48 states may carry an additional shipping and handling fee so please inquiry prior to placing order, if order placed online these fees will be added.


 


RUSH Processing


Rush Processing guarantees order will be processed same day (or within 24 hours). Otherwise, order will process within 1-3 days of ordering. Also note, this is separate from Expedited Shipping. Expedited shipping can be added on Shopping Cart/Checkout Page.


 



Exchange


Rapid Exchanges


  • Essentially placing an entirely NEW order, you would be charged in FULL

  • Once we receive the returned merchandise, we will then issue a credit on initial order

 


Regular Exchanges



  • You will be issued an RA (return authorization) #.

  • When we receive the item back we will then charge / refund the difference

 


For all returns/exchanges please call Customer Service, or email: returns@acedepot.com.


If this is a shipping error, we will re-ship the correct item to you on our account.


If you have mis-ordered the incorrect item, you will be responsible for all shipping charges.


If an item is defective, please call the manufacturer directly for an RA/exchange.


If an item is damaged, please email claims@acedepot.com with your order # and shipment tracking #, and be sure to cc: returns@acedepot.com on your first correspondence.


Please note, all returns will be administered shipping charges and restocking fees, unless otherwise indicated on our Customer Service Policies page.


Any questions, please call 800.844.0962.


 




Store Hours



Order online 24 hours a day 7 days a week, or contact us at 1-800-844-0962 Monday-Friday 10am-6pm EST.

WE NOW HAVE A 24HR. SALES AND SERVICE PHONE, FROM 10AM TO 6PM THE 800# WILL REMAIN THE SAME. AFTER NORMAL BUSINESS HOURS OUR ANSWERING SERVICE WILL ANSWER LIVE 24HRS,7DAYS A WEEK.



Ace Depot
159 Paris Ave.
Northvale, NJ 07647
Call us 800.844.0962
Fax 201.768.1948

Please fax purchase orders to 201.768.1948

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