Shipping Policy – Shop Gates Security

What does Gates Security charge for shipping (US/CAN)?

Shipping Method	Ground (US/Canada)	2-Day (United States) OR International Economy	Overnight (United States) OR International Priority
Up to five units	$10	$20	$40
Each of additional five units	$5	$5	$5

Ground shipping – It may take up to 1 business day to process your order for ground shipping.
2-day and overnight – 2-day and select overnight orders placed before 2:30 PM Eastern Time ship the same day.
Orders received after this time are shipped on the following business day.

New order processing and transit times

A billing account must be in good standing with Gates Security to process a new product order. All orders with invoices past due or that are over an extended credit limit are subject to Gates Security Finance Approval prior to order processing. For such orders, shipping will be placed on hold until the order is released by Gates Security. For further questions on orders that have been placed on hold, please contact Gates Security.

United States:

All orders ship and deliver Monday through Friday on non-federal holidays (U.S.) – i.e., an Overnight order that ships Friday will deliver Monday, not Saturday.

Orders placed before 2:30 PM Eastern Time will ship the same business day. Orders placed after this time will be shipped the following business day.

Ground Shipping – arrives 2-5 business days after shipped.
2-Day Shipping – arrives 2 business days after shipped.
Overnight Shipping – arrives 1 business day after shipped.

Canada:

All orders deliver Monday through Friday on non-federal holidays (U.S. and Canada).

Orders placed before 2:30 PM Eastern Time will ship the same business day. Orders received after this time will be shipped the following business day.

Ground Shipping – arrives 2-7 business days after shipped.
International Economy – arrives 2-5 business days after shipped.
International Priority – arrives 1-2 business day after shipped.

The purchaser must be the importer of record and must comply with all Canadian laws and regulations. The purchaser will also be responsible for all applicable import duties and taxes.

What is Gates Security’s return and exchange policy (US/CAN)?

Unless otherwise stated in your Service Provider/Dealer or Distributor Agreement with Gates Security, shipping terms, charges, and returns/exchanges are determined as set forth below. Gates Security reserves the right to modify this policy at Gates Security’s discretion at any time. For clarity, in the event of any conflict or inconsistency between this policy and any terms or conditions set forth in your Service Provider/Dealer or Distributor Agreement with Gates Security, the terms and conditions set forth in your applicable Service Provider/Dealer or Distributor Agreement with Gates Security shall prevail.

Prior to Submitting Return Request:

Service Providers/Distributors should first access support tools, such as Gates Security’s Knowledge Base, which includes installation and troubleshooting guides.
If a product issue is not resolved through troubleshooting, the Service Provider/Distributor should contact the Gates Security technical support team for assistance.

General Requirements for Returned Items

Gates Security will consider returns, exchanges, and replacements only for equipment that is both (1) purchased directly from Gates Security and (2) manufactured by or on behalf of Gates Security. For any Gates Security equipment purchased from a third party, all return and exchange arrangements must be made through such third party.
Gates Security will replace defective products in accordance with the terms of the applicable warranty.
The item must be free of any user alteration or modification from the original state of the product, including but not limited to: cut wires, physical damage inconsistent with normal wear and tear, and cosmetic damages (paint, stains, spills, etc.).
Merchandise must be returned in its original packaging, if any, but the product package itself CANNOT be used alone to send a return. The merchandise in the original packaging should be inserted into a larger package to prevent damage during return shipment to Gates Security.
The Return Merchandise Authorization (RMA) number must be clearly displayed on the shipment package.

Note for products Returned Without Prior Authorization: If Gates Security receives products that were previously deemed ineligible for return or that are returned without prior RMA return authorization, Gates Security holds the right to dispose or scrap these items as necessary without obligation to replace the item or to credit the Service Provider/Distributor’s account.
Gates Security will review and inspect all returned items in order to confirm requirements for returned items or to ensure returned products are defective. Determination of whether an item is in fact defective is in Gates Security’s sole discretion.
The Service Provider/Distributor is responsible for sending back the approved item within 60 days of the issuance of the RMA approval date. If the item is not received within 60 days, the RMA will be void and any attempts to return will require a newly approved RMA number from Gates Security.

Return Processing

If the product meets the requirements for return/exchange types as listed below, it may be returned by first requesting a Return Merchandise Authorization (RMA) number using the Request RMA page under the Order Management tab in the Partner Portal. Under that tab, there will be a “Returns & RMAs” section at the bottom. Select REQUEST RMA in order to initiate the process and follow the instructions to verify and complete your return. If you cannot access this page or have further issues, please reach out to Gates Security for further assistance.

If approved, the Service Provider/Distributor will receive an authorization email with an RMA number and return instructions. Once received at the return facility, Gates Security will process the return based on the “Return Type” as follows.

Return Types

Credit

A request for credit against a previously shipped item. In order to be eligible for a credit, the item must have been purchased directly from Gates Security and shipped to a location in the US/Canada within the past 30 calendar days. The product must be in the same new, resellable condition as when sold, including all parts.

The Service Provider/Distributor will be credited when Gates Security has received the returned item in a condition that is acceptable as defined in the “General Requirements for Returned Items” above. Gates Security will issue a credit ID that will be applied against a future service or hardware invoice. Gates Security does not issue refunds back to a credit card.

Replacement

A request to replace a defective unit with a new item of the same model. Defective products are eligible for a replacement during the applicable warranty period, and the RMA approval must be within 1 year from the date on which the item was received. After obtaining an RMA number, the Service Provider/Distributor should ship the defective item, properly repackaged, to Gates Security. If the returned item is deemed defective upon Gates Security’s review, Gates Security will replace the item with the same or equivalent model at no cost. If Gates Security determines that the item is not defective, or there was user alteration or modification that caused the item to not function properly, Gates Security holds the right to deny a replacement request and send back the item, with the Service Provider/Distributor paying shipping costs.

Allow 7-10 business days to process a replacement request after the unit is received by Gates Security’s return center.

Advanced Replacement

A request for a replacement item to be sent immediately, prior to Gates Security’s processing of the returned defective unit. The period for advanced replacement eligibility is 1 year from the date which the item was received. Upon issuance of an RMA approval for Advanced Replacement, a new order will be generated with the replacement item of the same or equivalent model and the replacement unit will be shipped within 1 business day of the RMA approval. A charge for the replacement item will appear on the next invoice.

Upon Gates Security’s receipt of the returned item within the applicable warranty period, if it is deemed defective by Gates Security, a credit will be issued against the new order that was generated for the replacement item. If the defective item is returned to and processed by Gates Security within the same billing period that the advanced replacement is sent, the charge and credit will net to $0 on the Service Provider/Distributor’s invoice for that billing period. Otherwise, the charge will appear on one invoice, and the credit will appear on a later invoice.

If the Service Provider/Distributor fails to send back the defective item, the Service Provider/Distributor must pay for such item in accordance with the payment terms of the Service Provider/Dealer or Distributor’s Agreement with Gates Security. Additionally, if the returned item is deemed by Gates Security not to be defective or if Gates Security determines that there was user alteration or modification that caused the item to not function properly, Gates Security has the right to send
back the item without issue of a credit to the invoice.

Allow 7-10 business days to process the returned defective unit after it is received by Gates Security’s return center.

Product Return Shipping Costs:

In all cases, the Service Provider/Distributor is responsible for the shipping fees to return items to Gates Security. Gates Security will pay standard ground shipping fees for replacement items for the US/Canada. If a replacement unit is being shipped outside of the United States, the Service Provider/Distributor must be the importer of record and comply with all laws and regulations of the destination country for the shipment of the replacement product. The Service Provider/Distributor
will also be responsible for all import duties and taxes if applicable.

The Service Provider/Distributor is responsible for shipping fees to return items from Gates Security to the Service Provider/Distributor for any returned item that Gates Security determines is not defective, or that there was user alteration or modification that caused the item to not function properly, and therefore denies the return and ships the item back to the Service Provider/Distributor.

DISCLAIMERS:

Defective Products. Gates Security will replace any defective product for up to 1 year from the time of the Gates Security-ready Product purchase (the “Product Warranty”). In order for an item to be eligible for replacement by Gates Security, it must have been purchased directly from Gates Security and manufactured by or on behalf of Gates Security. Other than Gates Security-ready Products that have been manufactured by or on behalf of Gates Security, Gates Security shall have no responsibility for Gates Security-ready Products which are provided or manufactured by third-party manufacturers.

EXCEPT FOR GATES SECURITY’S PRODUCT WARRANTY SET FORTH ABOVE, ALL GATES SECURITY-READY PRODUCTS SOLD HEREBY ARE PROVIDED “AS IS” WITH ALL FAULTS. TO THE MAXIMUM EXTENT PERMITTED BY LAW, GATES SECURITY DISCLAIMS ALL WARRANTIES, WHETHER EXPRESS OR IMPLIED, WITH RESPECT TO THE PRODUCTS. THE IMPLIED WARRANTIES DISCLAIMED HEREIN, TO THE MAXIMUM EXTENT PERMITTED BY LAW, INCLUDE ALL WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, ACCURACY, SYSTEMS INTEGRATION, QUIET ENJOYMENT, TITLE AND NON-INFRINGEMENT.

If you would like to return or exchange an item during the 30-day return period or if you think a product you received from Gates Security may be defective, request an RMA. For more information about requesting an RMA, see Request a return for equipment (RMA). For further questions about RMA, email Gates Security and include the serial number of each unit you would like to return.