Shipping & Returns

Shipping Policy

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Products are shipped via Federal Express (Fed Ex) or United Parcel Service (UPS). All orders received by 2:30 Eastern Standard Time, Monday through Friday, will be processed and shipped the same day. Orders placed and processed after that time will be shipped the next business day. All orders and shipped based on product availability.

Shipping charges are calculated by the zip code and the actual weight of the total order. Shipping charges are actual charges from UPS; therefore any oversize box or miscellaneous charges will apply. All shipping charges will show the shopping cart and you may change the method of shipping if you choose.

Special shipping arrangements can be requested. Please contact us to discuss options that are available.


Product Warranty Coverage

NTS Direct provides a 1 year warranty with all new or refurbished business equipment (unless otherwise noted on a specific item). All equipment is warranted by its respective manufacturer.

Within the first 30 days after purchase NTS Direct will repair or replace all defective equipment. After 30 days from the original invoice date NTS Direct will not issue credit for any product sold for any reason.


Defective Equipment Advance Replacement

NTS Direct will advance replace defective equipment within 30 days from the date of your purchase, shipped via the same method as was chosen when you placed your order. Upgraded shipping is available for purchase if desired. Enclosed with the replacement item will be an air-bill to return the defective product to us.

All items not returned within 14 days from verified receipt of replacement will be charged to the credit card on file. Customers must have a valid credit card on file to obtain advance replacement of product.

All returned equipment must be complete including original boxes, packing, manuals, and components. Defective items received incomplete will be returned to you and you will be charged for the replacement at the current price of that product as listed on our website including freight.


Defective Equipment Return Policy After 30 Days

Avaya branded products may be returned to NTS Direct for replacement after 30 days following the RMA Procedure listed on our site.

All other products must be returned to their respective manufacturer for in warranty repair or replacement.


Non-Defective Return Policy

If, for any reason (except defective equipment which will be replaced) you return all or part of your equipment purchased from NTS Direct within 30 days of your purchase, you will be charged a restocking fee of 20% for opened product and 5% for unopened product.

Restocking fees are calculated on the purchase price from your original invoice. Restocking fees are charged to offset costs of repackaging, restocking & administration incurred. If you purchase a different system or other like equipment (of equal or greater value) your restocking fee will be waived.

All returned items must be complete. If the item returned is incomplete the item will be returned to you and no credit will be issued for that item.

Under no circumstances will credit be issued after 30 days from the date of your purchase.

Batteries, PCMCIA upgrade cards, and software are NOT returnable.


Return Merchandise Authorization (RMA)

All equipment returned to NTS Direct will require an RMA number. To receive an RMA number, log into the NTS Direct Affiliate Portal and fill out a RMA Request. Please describe the reason for requesting an RMA and if you would like an exchange. Upon receipt of your request, an RMA number will be generated and emailed to you along with instructions for returning your equipment. For any additional assistance please contact customer service.

Please return your item(s) to our warehouse at the address listed in your email. Package your return (including the manufacturer's original box) in a separate shipping box. All original packaging, literature, etc. must be included with your return undamaged or written on. Write your RMA number on the outside shipping box (do NOT mark on the manufacturer's original box). Your RMA number MUST be clearly visible on the outside of your package or the package will be refused. For your protection and security be sure to use a carrier that will provide a tracking number.

Step-by-Step Procedure:

  1. Call us at 877-483-5393 to request an RMA number (we will issue you an RMA # and email you instructions for returning your equipment).
  2. Repackage each item with all original packaging, literature, etc. in the original manufacturer's box.
  3. Place all items to be returned in a separate shipping box.
  4. Clearly and visibly mark your RMA number on the outside of the shipping box (do NOT mark on the manufacturer's original box).
  5. Send the package to the address listed in the email you received, using a carrier with a tracking system.