Frequently Asked Questions

Ordering FAQ

Where can I purchase your products?

You can place an order directly from our website. We also have products for sale on Amazon, eBay, and Ingram Micro, although product selection and stock availability may vary.

I’ve found your products on Amazon/eBay, are those real?

We only sell brand new products on Amazon and eBay. ConnectPRO products on Amazon and/or eBay that are in used condition are not sold by us. Therefore, we do not provide any warranty or repair services for those used products. Please pay attention to the seller name on the listings, our seller name on the listing is “ConnectPro”.

Do you sell and ship products to customers located outside of the United States?

Yes, we do. The customer is responsible for paying the shipping fees and any VAT/import taxes associated with the purchase. The shipping fee is calculated by the shipping carrier based on the customer’s shipping address.

If I order an item today, how long does it take before the item is shipped and leaves the warehouse?

If an item is in stock, we generally ship out that item within 1-2 business days after the order is placed. We will contact you if it will take more than 2 business days to ship out the product. There is no guaranteed timeframe on any products that are on back order. In that case, we will do our best to ship out the product to you as soon as possible.

When I place an order, do you charge my card immediately, or do you do that when the product ships out?

We collect payment immediately when the order is placed. In the case of some items (including back ordered items), due to the long lead time for some of the electronic components, we have to schedule production accordingly. Your payment will act as a reservation and a guarantee that you will receive the items ordered when we schedule production.

If I order several items, but one or more items are on back order, do you ship what’s available first?

No, the calculated shipping fee is for all items being shipped in one shipment only. We will ship everything in the order when all items are in stock. If you want to receive items separately as they are available, please place separate orders.

Can I request a special time and date for the delivery of the package?

No, we are not able to provide special delivery instructions. We do not have a special relationship with any shipping carriers. We do not have any control over when and how your package arrives. The shipping carriers can provide an estimate of when your package will arrive on their website.

Is a signature required for delivery?

Yes, we will automatically insure any package with content value over $100 which will require an adult signature upon delivery.

Can you declare the shipment at a lower value, or mark it as a gift?

No. All shipments will be declared as merchandise with the full retail value as required by U.S. and international laws.

Other companies have helped me declare the shipment with lower value before, why can’t you do that?

We are abiding by U.S. and international laws by declaring shipments with the full retail value.

Can I use a reshipper?

Yes, but please be aware of the following when you use a reshipper.

  • The 15 day returns window begins on the day the reshipper (not you) receives the package.
  • You have only 3 days to from the date of delivery to make a claim for any loss or damages that happened during shipping.
  • We will send any products returned to us for warranty services and/or exchange back to the reshipper, not directly to you.
What if the shipping carrier loses or damages my package?

You will need to contact the shipping carrier and file a claim with them for the missing or damaged package. If the package arrived damaged, then you’ll need to first take pictures of the damaged package as evidence. If the delivery driver is handing you the package that appears to be damaged, then you’ll need to take pictures of the damaged package and reject the delivery. Once you have pictures of the damaged package, please contact the shipping carrier to file a claim and let us know about the situation. 

What if the tracking information said the package was delivered, but I can’t find the package?

You will need to contact the shipping carrier for proof of delivery, and file a claim with the shipping carrier if they cannot provide and proof of delivery. If you have reasons to believe the package is stolen, then please contact your local law enforcement and forward a copy of the police report to the shipping carrier.

Additionally, you can check with your neighbors. We have had prior situations where the shipping carriers mistakenly dropped off the package at the wrong door.

Sales Tax FAQ

Why are you going to charge me sales tax? I don’t even live in California!

Due to the 2018 U.S. Supreme Court ruling (South Dakota vs. Wayfair), remote retailers must collect and remit state and local sales tax. We are working with an industry-leading tax service to collect and remit sales tax.

How do I know my sales tax is going to my state?

We are working with an industry-leading tax service to collect and remit sales tax to the appropriate government agency.

I don’t want to pay sales tax, even if that money is going to my state.

Sorry, we did not make the rules. The U.S. Federal government is responsible for making everyone paying sales tax. Please contact your state and federal representatives and let them know how you feel about paying taxes.

I don’t live in the United States, is there a sales tax for the product I’m going to purchase?

No, we do not charge sales tax for international sales. However, the items you purchased from us may still be subject to your country’s import duties and local taxes. You will have to resolve this on your own with your country’s customs office and any local authorities.

Warranty Policy FAQ

What’s the warranty like for your products?

Our KVM switches and extenders come with a standard 3 year warranty when purchased directly from ConnectPRO. Products purchased through other distribution channels may offer their own warranty.

The warranty will be voided if there’s any physical or functional damage to the ConnectPRO device caused by the user error, mishandling, abuse, or unauthorized alteration of the product. 

Who will pay the shipping fees for warranty services?

The customer is responsible for paying the shipping fees to send the package back to us. We cover the shipping fees for sending the repaired/replacement items back to the customer. ConnectPRO reserves the right to charge additional shipping fees if the customer requests a special shipping and handling method.

What if I received a defective product?

If you receive a product that’s Defective on Arrival (DOA), then you must contact our staff at support@connectpro.com within 7 days of receiving the package. Our staff will help you with the exchange process. We will not accept any request for exchange and/or refund for defective products after the 7 day window has passed.

What if I modify or alter the product, will it still be covered under the warranty?

The warranty for the product will automatically be voided the moment you modify or alter the product in any way, shape, or form or the chassis had been opened. The warranty will also be voided if the product is mishandled and/or abused.

Return Policy FAQ

When does the 15 day return window began?

The 15 day return window starts on the day you receive the package. You must contact our support staff at support@connectpro.com within 15 days of receiving the package to request a RMA case number for returning any non-defective products.

What information do I need to provide when requesting a RMA number for return the product?

Please provide your customer account info, invoice number, product part number, serial number, and a description of why you are returning the product.

Who pays for the return shipping?

The customer is responsible for paying the return shipping back to ConnectPRO.

Is there a restocking fee for product returns?

There will be an optional restocking fee of up to 15% for product returns. We will charge 30% restocking fee if the package is returned by the shipping carrier due to an incorrect address or the delivery being refused by the recipient.

Can I still return the product for refund after I’ve dropped/broken/modified the product?

No, you can’t.

Can I still return the products even though I’m located outside of the United States?

All international orders cannot be returned for refund after the products have been shipped out from our warehouse. However, we will still accept warranty service requests from international customers, but the customer is responsible for the shipping fees back to ConnectPRO.

What if the package is lost by the shipping carrier when sending back for a return?

We are not responsible for any packages lost by the shipping carrier. We encourage the customers to insure the package with the shipping carrier when sending the package back to us.