Customer Service Information
Customer Service Information
We work hard to deliver timely and knowledgeable customer service. Please use the Customer Service Guide below to find information on common areas of inquiry, or contact us with your question.
Contact Information
3321 Essex Drive
Richardson, TX 75082
800-889-1461
sales@industrialnetworking.com
Ordering Information
Industrial Networking Solutions (INS) accepts all major credit cards - American Express, Visa, and MasterCard.
For customers with approved credit, INS can accept Purchase Orders with Net 30 payment terms.
INS accepts pre-payment via Check or Money Order. Mail your check or money order, referencing the sales order number, to the following address:
Industrial Networking Solutions
Attn: Accounts Payable
3321 Essex Drive
Richardson, TX 75082
Phone: 800-889-1461
INS accepts Wire Transfer payments from our customers outside the USA. Please contact INS Customer Service via e-mail or telephone and for wire transfer information.
Creating an Online Account
Click on the Account Icon 
in the main navigation or "Account" in the footer navigation and follow the account creation instructions.
Cancelling/Changing an Order
Once an order has been submitted over the phone or through the Industrial Networking web site, it is a commitment to purchase. We will do our best to accommodate an "after order" request, but we cannot guarantee the ability to modify or cancel an order.
Sales Tax Policy
Sales tax is collected on shipments to states where we are required to do so. For shipments to Rhode Island and Vermont, customers are responsible for paying any applicable taxes directly to their state tax authority.
If you are tax-exempt, please email your exemption certificate to websales@industrialnetworking.com immediately after placing your order and include your sales order number. We will apply the exemption if we are required to collect tax in your state.
Shipping Information
Orders received by 2:00 PM Central Time Monday through Friday for in-stock items can ship the same day. Orders received after 2:00 PM for in-stock items are typically shipped the next business day. If you place a rush order after the 2:00 PM cutoff, please call us at 800-889-1461 or chat via the web and we will attempt to make the shipment the same day, if possible. For back-ordered items, we will attempt to provide estimated lead time information by email.
Time in transit is based on business days and does not include weekends. If you require Saturday Delivery, please add that request under the Additional Details field within the checkout process. Pricing may vary, and Saturday Delivery is not available in all areas.
SHIPPING ACCOUNT INFO
If you would like us to ship using your UPS or FedEx account, you may enter your account information in the “Additional Details” section located on the Order Review page, or you may email your account information to websales@industrialnetworking.com immediately after order placement (please be sure to reference the sales order number within your email).
During the checkout process, you are required to select one of the available shipping methods listed in the cart. Shipping charges will appear onscreen and on the initial order acknowledgement you receive via email, however, your card is not charged at this time. If your shipping account information is provided, the charges will be removed from your order and a final credit card receipt will be emailed (reflecting the removal of the shipping charges) after the shipment has been processed.
Network Support Hub CARE – Technical Support & Configuration Policy
Purpose & Overview
This policy defines the support and configuration services delivered by the Network Support Hub CARE department for INS Customers. It explains eligibility, scope of support, exclusions, and available resources.
Definitions
- INS Customer - A company, organization, reseller, or individual who purchases product(s) directly from INS.
- Resale Contact - A company, organization, or individual who purchases products from a system integrator, reseller, or original equipment manufacturer who had sourced the product(s) in question from INS.
- Network Support Hub CARE – INS department responsible for delivering post-sales technical support and configuration services to eligible customers. The team provides troubleshooting, defect resolution, configuration guidance, and scoped configuration services, with priority support reserved for devices covered under an active CARE plan subscription.
- Network Support Hub Configuration Service – Configuration assistance related to overall system design, and product configuration, including but not limited to:
- Pre- or post-shipment configuration and testing of purchased equipment
- System design and/or architectural drawings
- Preparation of technical documentation
- Technical support provided at a customer site
- Turn-key system implementation and startup
- Product training
- DIY Support Resources – Blog posts, OEM knowledge base articles, and documentation hosted on INS website and other related online platforms.
Scope of Network Support Hub CARE Technical Support:
- Priority technical support is provided to INS Customers with an active CARE plan subscription for their devices.
- Assistance to INS Customers to determine if the issue they are experiencing is due to defective hardware or improper configuration.
- Guidance on product features for given application, including providing links to DIY Support Resources.
- Determine if hardware that is suspected to be defective is covered under warranty, and, if so, facilitate a warranty replacement.
The services outlined above are available exclusively to INS Customers. For resellers, INS may provide Technical Support at its sole discretion. If a request is received from a Resale Contact or an individual who purchased hardware through a non-INS source, the caller may be referred to the original point of purchase for assistance. Alternatively, the Network Support Hub CARE team may offer to provide support under a time-and-materials service agreement.
Scope of Network Support Hub Configuration Services:
If a support request is identified as a Configuration Service rather than a troubleshooting issue, a Network Support Hub CARE member will gather the preliminary scope of requirements through discussion with the customer. When appropriate, the team will coordinate a project quote. Configuration services and field support may then be delivered either as a turn-key engagement or on a time-and-materials basis.
Changes to Network Support Hub CARE Policy
INS reserves the right to update this policy without prior notification and to deviate from this policy in certain cases, at its sole discretion. To remain up-to-date with our support policy, please check this page periodically.
Returns and Cancellation
Return Policy
INS requires you contact us for a Return Authorization Number (RMA) prior to returning any material. Returns, if authorized, must occur within 90 days of purchase. A minimum 20% restocking fee will be applied on all returns (subject to inspection), and any product that is damaged or not in original packaging may not be accepted.
To Complete a Return
You must contact our office at 800-889-1461 for assistance.
Cancellation Policy
If canceling an order that has not yet shipped, a cancellation fee may apply for non-stock, special-order items. In addition, a 5% surcharge will apply to the cancellation of credit card purchases if the credit card has already been charged.
International Ordering and Shipping
Canadian Orders
Our minimum product order for delivery outside the USA is $25.00. Orders placed for delivery to Canada can use a credit card but must have their orders shipped to the billing address of their credit card. Canadian orders may be placed directly through our secured web site but are subject to applicable fees including customs, duties and taxes, all of which are the responsibility of the customer.
International Orders (Non-Canadian)
We do not accept orders through our website for locations outside of the US or Canada. We require pre-payment via wire transfer for all international purchases. Also, we require your Fed-Ex, UPS or DHL account information for the shipment. International orders may be subject to customs, duties and taxes, all of which are the responsibility of the customer. Please contact us at 800-889-1461 or sales@industrialnetworking.com with your international purchase request.
Website Security
INS has security measures in place for our web site to help protect against the loss, misuse and alteration of the data under INS's control. Secure Socket Layer (SSL) technology protects information using both server authentication and data encryption to help ensure data is safe, secure and available only to you. INS also hosts the Webstore in a secure server environment using a firewall and other advanced technology to prevent interference or access from outside intruders. Finally, INS requires unique user names and passwords that must be entered each time a customer logs on. These safeguards help prevent unauthorized access, maintain data accuracy and ensure the appropriate use of data.