Shipping & returns

Shipping

We wanted to offer our customers lower priced shipping options and shipping via USPS provides the best value for both domestic and international shipments. It should be noted however that the tracking system provided by USPS does not provide as good functionality as UPS and your parcel may not be fully trackable.
 
For international orders once the parcel leaves the USA it is handed to the destination countries postal system (or DHL) and MAY NOT be traceable by USPS, or even the destination countries postal system.  In general USPS Express Mail is trackable and insurable but it may not be available to all countries.  If you want the assurance of accurate tracking and an insured shipment we suggest using UPS but please the note that UPS will charge a brokerage fee for handling the import paperwork and they may try to tack on other fees as well.

International shipping rates can vary greatly when the package size or weight changes slightly. The online shipping estimator is generally accurate for small to medium sized orders, contact us and we can let you know the best shipment option for your order. For large items such as machine tools please contact us and we will find the best shipping method to your country and provide a custom quote. Any taxes or duties are NOT included in the shipping charges and are your responsibility.

We are able to ship most orders within 24 hours of receipt, some exceptions to this are custom orders and machine tools. The average lead time for machine tools is 7-10 days and lead times for custom orders will vary. Parts for machine tools are typically special order and have a 10 day lead time. Please contact us if you have any questions about lead times.

Returning Merchandise

Please contact us for instructions on returning merchandise. We will accept merchandise for return that was purchased from Soigeneris within 30 days of receipt. There is no restocking fee for unopened returns. The merchandise must be in new and unused condition and in its original packaging. We do not accept returns via COD or billed to Soigeneris in any way.

Used or electrical items are subject to a 20% restocking fee.

Defective Returns

If the item you wish to return is inoperable, but has no apparent damage, it is considered defective. The instructions on how to handle this type of return will vary, since some manufacturers insist on handling defects directly. Defective merchandise may be returned to us as long as it is in new and unused condition. Please contact us for details.

If you can determine that a product is defective before using it, we may be able to accept it back for exchange or refund; however, we suggest that you call us before taking any action.

Damaged Returns

Damaged merchandise includes items that have been damaged in shipping. If a shipment arrives at your door with apparent shipping damage, please refuse the delivery. If you have already accepted delivery and then find shipping damage, please call or e-mail us immediately. Save all packaging material and paperwork; do not throw anything away! If you attempt to return the merchandise yourself, you will jeopardize our chances of making a claim, and you may not receive credit for the return. Also, please take photos of the damaged box(s) before opening.

Software

All software purchses are final and NOT refundable. All software purchases require a license file to be manually generated. You will receive the license file within 24hours (excluding holidays and weekends generally). A glitch in the ordering system may automatically send you a download link, please ignore this email if you get it, we are working to resolve the problem. A download link for the software is on that products page and in the Documentation section of the website.