Service à la clientèle

QUESTIONS and ANSWERS

1. How to order
    1.1    Ordering online
    1.2    Ordering offline

2. Methods of payment
    2.1.    By credit card - PAYPAL - VISA, MASTERCARD, AMEX
    2.2.    Bank transfer
    2.3.    C.O.D (cash on delivery)

3. Concerning delivery
    3.1    Regular shipping - 4 to 7 business days - USA & CANADA 
    3.2    Xpresspost shipping - 2 to 4 business days - USA & CANADA
    3.3    Priority overnight shipping - next day - USA & CANADA
    3.4    Overseas shipping
    3.5    PARBUS - same day - QUEBEC PROVINCE ONLY
    3.6    Pick-up at our MONTREAL, QUEBEC LOCATION
    3.7    Tracking your order

4. Becoming a reseller

5. Technical questions

6. Returns and refunds

7. Privacy

8. Contacting us



1. HOW TO ORDER

1.1 Ordering online
Zone ACCRO makes ordering online easy and convenient. Browse our web site and select the items that interest you most by pressing the ADD TO CART button next to the desired products. Once all desired products are in the shopping cart, all you need to do is select the CHECKOUT button. You then need to select the shipping method. The last step is to choose from one of our reliable and secure payment methods. We will then process the order and ship it out to you. It's that easy. Enjoy!

1.2 Ordering offline
If you would prefer not ordering online you may do so by contacting us by phone during our regular business hours.
Please note that we do not presently accept credit card payments by phone. Only Bank transfers and C.O.D payments will be accepted by phone.



2. METHODS OF PAYMENT

2.1 By credit card 
At Zone ACCRO we use the most user friendly, convenient and secure way to make online credit card payments: PAYPAL
After you are finished shopping at Zone ACCRO, use the check-out button at the bottom of the shopping cart page. You will be asked to confirm order and select shipping method. Then choose your payment method. In this case, PAYPAL. After confirming, you will then be automatically be transferred to PAYPAL`s secured payment web site. The security of your information, transactions, and money is top priority at PayPal
PayPal automatically encrypts your confidential information in transit from your computer to theirs using the Secure Sockets Layer protocol (SSL) with an encryption key length of 128-bits (the highest level commercially available). Before you even register or log in to their site, the server checks that you're using an approved browser - one that uses SSL 3.0 or higher. 
Once your information reaches them, it resides on a server that is heavily guarded both physically and electronically. Their servers sit behind an electronic firewall and are not directly connected to the Internet, so your private information is available only to authorized computers.
If you are not yet member at PAYPAL, you may do so here.

2.2 Bank transfers 
If credit card payment is not an option, you may want to transfer us the amount of your order by bank transfer. After you are finished shopping at Zone ACCRO, use the check-out button at the bottom of the shopping cart page. You will be asked to confirm order and select shipping method. Then choose your payment method. In this case BANK TRANSFER.
After confirming, we will transfer you to a web page which will include final amount and our bank account details. As soon as we have received payment confirmation from our bank we will ship your order.
Please note that this method of payment is very quick and reliable.
Province of Quebec residents may use the Caisse Populaire Desjardins bank to transfer funds to us without any charges.

2.3 C.O.D (cash-on-delivery) 
Cash-on-delivery allows you to pay for your order when it is delivered to your door step. This method of payment applies to Canadian residents only. After you are finished shopping at Zone ACCRO, use the check-out button at the bottom of the shopping cart page. You will be asked to confirm order and select shipping method. Then choose your payment method. In this case C.O.D (cash-on-delivery). After confirming, we will transfer you to a web page which will include final amount including shipping charges and C.O.D charges of 7.50$ Canadian dollars.




3. CONCERING DELIVERY

3.1 Regular shipping - 2 to 7 business days - Canada & USA only

What is it?
Regular Parcel is the most economical packet and parcel shipping service within Canada or the U.S for both consumers and businesses.

Who is it for?
When speed is not the priority, this low cost, reliable service is the economical choice.


3.2 Xpresspost shipping - 1 to 4 business days - Canada & USA only

What is it?
Xpresspost™ - Canada is a shipping service for documents, packets and parcels that provides fast, guaranteed delivery at a cost much less than courier.

Who is it for?
If you don't want to pay for costly courier service, Xpresspost is your smart alternative. This service is for consumers and businesses that need a faster service but want to control their costs. Don't pay for the services you don't need!


3.3 Priority Overnight shipping - next day - Canada & USA only 

What is it?
When time is money, Priority Courier™ is the shipping service for documents, packets and parcels that need to get to a recipient the next day - guaranteed.

Who is it for?
Both consumers and businesses that have time-sensitive shipping requirements should use this service.


3.4 Overseas shipping

What is it?
International Air Parcel is a shipping service that provides economical delivery at moderate speed for parcels to international destinations

Who is it for?
International Air Parcel is for consumers and businesses that don't require the time-definite and costly service of courier, but do want reasonable speed.


3.5 Parbus shipping - same day - Quebec & Ontario Province only
18 times a day Parbus shuttles back from between Montreal and Quebec! 18 times between Montreal and Ottawa! 10 times between Montreal and Sherbrooke! 3 times between Montreal and Abitibi! 3 times between Montreal and Gaspé. This is just an example of the frequency of delivery offered to you by Parbus. We defy you to find another messenger service that can offer you this much flexibility. Also, the Parbus messenger service is capable of getting your parcel to its destination, that same day, be it in Val D'Or, Gaspé, Rimouski, Ottawa, Quebec, Baie-Comeau or any other destination in Quebec. After you are finished shopping at Zone ACCRO, use the check-out button at the bottom of the shopping cart page. You will be asked to confirm order and select shipping method. In this case select PARBUS and the drop-off city nearest you. The cost of PARBUS delivery is 15.00$ Canadian dollars. Then finish processing your order. Later on, verify your online order status at Zone ACCRO. A Parbus tracking number will be provided. Contact your nearest Parbus service point to verify and pick-up order. If you would like more information on PARBUS services and service points nearest you, please click here.


3.6 Pick-up at our Montreal, Quebec location
Orders can be processed online and picked up at our Montreal, Quebec location, 7 days a week, during our store hours.
After you are finished shopping at Zone ACCRO, use the check-out button at the bottom of the shopping cart page. You will be asked to confirm order and select shipping method. In this case PICK-UP AT OUR MONTREAL, QUEBEC LOCATION. Then choose your payment method. After confirming, we will transfer you to a web page which will include final amount, order number and our store location. You may then pick-up your order by giving your order number and presenting a valid I.D. If you would like more information on our location and business hours, please click here. 


3.7 Tracking your order
Zone ACCRO allows you to track your order at your convenience. From local to international, all you need to do is logon to zoneaccro.com and select the order you wish to track, day or night!



4. BECOMING A RESELLER

Becoming a Zone ACCRO reseller means serious business:

    ·    Wholesale prices on most of our products
    ·    Small minimum quantities required
    ·    Technical support by professionals

It is important that you already have a regular account at zoneaccro.com.

Drop us a few lines about you at resellers@zoneaccro.com . For exemple: Your username, a company description, your projected sales (don't forget minimum quantities start as low as 5 pieces), your other suppliers, your website, etc... We will then contact you if we need more information.

From the moment you are set-up as an authorized Zone ACCRO reseller, just logon to zoneaccro.com and select the reseller button on the left. You will have access to an updated V.I.P price list.
Please note that reseller orders are not yet compatible with our shopping cart so please e-mail your order to resellers@zoneaccro.com



5. TECHNICAL QUESTIONS

Zone ACCRO will awnser all questions related to the products we sell online. Although we usually reply to technical questions in less than a few hours, we do garantee a maximum delay of 24 hours. Please e-mail us your detailed questions with all relative information like: type of console or product, model number, description of problem. 
An experienced technician will promptly get back to you with a solution. To contact technical support: support@zoneaccro.com




6. RETURNS AND REFUNDS

All products sold at Zone ACCRO come with a 30-day money back guarantee. If you are not fully satisfied with the product ordered, we will refund or replace the product.

Before returning a defective product, please make sure that all instructions have been followed, cables or connections properly installed. 

All products MUST be accompanied by an RMA number (returned merchandise authorization). If a product is shipped to us without an RMA number, the parcel will be sent back to the sender. Applying for an RMA can take up to 72 hours. 

Returned products must be accompanied by the original packaging, all cables and adapters, and manuals. We reserve the right to refuse products with missing accessories.

If a returned defective product is found to be defective, it will be replaced and sent out by standard ground shipping.
If a returned defective product is found to be 100% tested and working,
the product will be returned at your charge.
Please note that returned products are RTB (return to base) meaning that the customer is responsible for shipping the defective product to us.
If you are applying for a refund please note that shipping charges are non-refundable.

To apply for an RMA number please e-mail us all following information:

    · ORDER NUMBER
    · FULL NAME
    · SHIPPING ADRESS
    · E-MAIL
    · DAY PHONE NUMBER
    · QUANTITY & NAME OF PRODUCTS
    · REASONS FOR RETURNING PRODUCT 
    · ACTION TO BE TAKEN (ex: refund or replace)

RMA numbers are valid for a period of ten (10) days.
RMA numbers cannot be reassigned or extended.

To apply for an RMA number or for any other information concerning returns and refunds, please use the following e-mail: returns@zoneaccro.com

After reception of RMA number, send defective product to:

USA residents:
Returned defective products dept.
Zone ACCRO inc.
60 Sainte-Catherine east
Montreal, Quebec, Canada, H2X 1K6

Fill in the Customs CN 22 label available at your local post office.
In the description write: defective electronic parts
Indicate value of product in dollars
Check off the merchandise box
Clearly write on package: RETURNED DEFECTIVE GOODS
Or else you will be charged duty and taxes on a defective product.


CANADIAN residents:
Returned defective products dept.
Zone ACCRO inc.
60 Sainte-Catherine east
Montreal, Quebec, Canada, H2X 1K6



7. SECURITY AND PRIVACY

Security
At Zone ACCRO we use the most user friendly, convenient and secure way to make online credit card payments: PAYPAL
The security of your information, transactions, and money is top priority at PayPal. PayPal automatically encrypts your confidential information in transit from your computer to theirs using the Secure Sockets Layer protocol (SSL) with an encryption key length of 128-bits (the highest level commercially available). Before you even register or login to their site, the server checks that you're using an approved browser - one that uses SSL 3.0 or higher. Once your information reaches them, it resides on a server that is heavily guarded both physically and electronically. Their servers sit behind an electronic firewall and are not directly connected to the internet, so your private information is available only to authorized computers.

Privacy
At Zone ACCRO we assure our valued customers that all information is kept confidential. We will not share or sell customers contact information to any third parties.
At Zone ACCRO we take privacy very seriously.



8. CONTACTING US

Help us serve you better.
If you would like to get in contact with us,
please use the following methods:

By e-mail :

General questions: info@zoneaccro.com
Concerning your order: orders@zoneaccro.com
Concerning our products: products@zoneaccro.com
Customer support: support@zoneaccro.com
Returns & refunds: returns@zoneaccro.com
Resellers: resellers@zoneaccro.com 

By phone :

(514) 395-ACCRO (2227)

Business hours :

Monday, Tuesday, Wenesday: 11:00 am to 6:00 pm
Thursday and Friday: 11:00 am to 9:00 pm
Saturday and Sunday: 10:00 am to 5:00 pm

Zone ACCRO is located at :

60, rue Saine-Catherine est 
Montréal, Québec 
Canada, H2X 1K6