Help Center
Show All Answers | Hide All Answers

Ordering: Can I place an order by phone? It's important to understand why ordering online through the web site is preferable to ordering by phone or fax in every way. Security: Phones and faxes do not employ encryption technology. Relaying your credit card number over a phone line or via fax is every bit as "electronic" as transmitting your credit card number on the web. However, phone and fax lines are not encrypted through Secure Sockets Layer (SSL) technology. If you are concerned about the security of your credit card information, the last thing you want to do is to relay that information over a phone or fax line. When you submit your credit card information through this or any other web site using an SSL-secured connection, the data can only be deciphered by the computer to which the data is sent. Phone and fax transmissions are far more vulnerable to interception. Documentation: Online orders receive confirmation emails, tracking emails, etc. Phone orders do not. When you place an order online, you receive documentation of what you ordered, when you ordered it, your order total and other pertinent information. Phone orders do not offer this audit trail. Accuracy: The information comes to us exactly as you submitted it. The absence of human interaction greatly reduces the chance for error. When you place your order online, there is no possibility of the person on the other end of the phone hearing "quantity 30" when you said "quantity 13". Speed: Online orders are processed far more quickly, with minimal cause for delay. Shipping facilities function in "assembly line fashion". When you submit your order online, it goes "onto the line" immediately, and is processed far more quickly than a phone order, which must be manually processed outside the normal workflow of the shipping staff. We are happy to answer any questions you may have over the phone, though you may be directed back to the web site if the information you seek is already presented here. If it is imperative that you place an order by phone, a phone order surcharge may apply. Finding the items you want The search box just above the menu of categories will search on a keyword, phrase, item number, manufacturer name, or (in most cases) manufacturer's model/stock/item number. When searching on manufacturer's numbers, which can often be long, complicated and loaded with punctuation (dashes and such), please note that seemingly inconsequential differences can result in an item being excluded from the search (for example, the omission of a dash or space). Manufacturers' names on search results pages, category pages and item detail pages contain links to lists of all items available from that manufacturer. Category and search results pages list 10 items at a time to minimize the need for scrolling, so pay special attention to text at the top and bottom of these pages which looks like this: [1 2 3 ... Next >] as that indicates there are more items in the category or search results than those that are visible on the current page. Clicking a page number or "Next" will take you to the corresponding subset of items. Category and search results pages are sorted alphabetically by the item's name. The item's name usually begins with the brand name (if applicable) and manufacturer's model/stock/item number, then a generic description of the item. As a result, items are generally grouped within the listing by manufacturer, and if the manufacturer's numbers are structured logically, the items will be in a "good/better/best" progression. Please be aware that if you are looking for a similar item from a different manufacturer, that manufacturer's items may be available, but listed farther down on the page or on a following page, if there are more than 10 items in the category or search results. For more information/specs/etc. on an item listed on a search results or category page, click the name of the item or its picture to go to its detail page (if available -- not all items have detail pages). The detail pages for most items have a section at the bottom called "Related Items". There you will find links to similar items, such as different models in the same line ("good/better/best"), variations on an item such as other available lengths or sizes, competing products from other manufacturers, and suggested or required parts/accessories. Often, clicking on the detail page of an item that's "close, but not quite" what you're looking for can lead you to the item you are actually looking for. Determining an item's availability A general statement of the item's normal availability will appear just above the item's price on category pages, search results pages and item detail pages. "Ship or pickup" means at least qty: 1 of the item is usually in stock at our warehouse and available for immediate shipment (or pickup, if you prefer). Obviously stock levels fluctuate by the minute as orders are processed, and occasionally the quantity ordered will exceed available stock, so if your order is extremely time-sensitive, or if you plan to pick your order up, please call first to confirm adequate stock and have us pull the items from stock before the items ship elsewhere. Items which are in stock in sufficient quantities to fill the order ship same day, if the order is received by 2:00pm Eastern time Mon-Fri. In-stock items ship the next business day (Mon-Fri) if the order is placed after 2:00pm on a weekday, or on a weekend or holiday. "Ship only" means that the item usually ships from the manufacturer's warehouse directly. These are usually items that are built-to-order or require configuration prior to shipping. These items are subject to the manufacturer's shipping policies and procedures, and are not under our control. Generally, manufacturers will ship items within two business days (Mon-Fri), provided they are in stock at the manufacturer's warehouse. If the item usually requires a lead time to ship due to required fabrication or configuration work, or in the event a manufacturer only ships once or twice a week, an estimate of the lead time to be expected is noted. Adding items to your cart You can add an item to your cart from any search results page, category page or item detail page. Adjust the quantity in the "Qty:" box if you want more than one, then click the "Add To Cart" button. The same page will reload in your browser (you will be brought to the top of the page if you had scrolled down), and a confirmation message will appear indicating the item has been added to your cart. You will also see that the cart summary in the top right area of the window reflects the added items and new subtotal. There is no need to pre-establish an account, register, or be logged in. Why can't I add items to my cart? Probably because your browser is configured to restrict or deny COOKIES. A cookie is a small file that contains a string of numbers that uniquely identifies your computer to ours. This string is known as a "Session ID". The cookie enables us to keep track of which set of cart contents belongs to whom. It is impossible to place an order at our site (or most others) without accepting a session cookie. Please configure your browser to accept our session cookie and try again: Internet Explorer: In your browser window's toolbar, select Tools > Internet Options. In the Internet Options window, select the Privacy tab. Click the Advanced button. In the Advanced Privacy Settings window, ensure that the check boxes marked "Override automatic cookie handling" and "Always allow session cookies" are checked. Click the OK button in this window, then the Apply button and the OK button in the previous window. Netscape 7: In your browser window's toolbar, select Tools > Cookie Manager > Unblock Cookies from this Site. Still using Netscape 4? Yikes. Mozilla: In your browser window's toolbar, select Tools > Cookie Manager > Allow Session Cookies from this Site. Mozilla Firefox: In your browser window's toolbar, select Tools > Options. In the left bar of the Options window, click the Privacy icon. In the main window, expand Cookies. Ensure that the check box marked "Enable cookies" is checked. Whichever sub-setting you choose should be fine. Opera 9: In your browser window's toolbar, select Tools > Preferences. Click the advanced tab. Select cookies from the left menu. Ensure that the radio button marked "Accept cookies" is enabled. Click OK. It's less likely, but also possible, that your browser is configured to disallow the execution of Javascript code. If the above doesn't help, ensure your browser is configured to execute Javascript. You may have to start again in a new browser window after changing the configuration. Estimating shipping charges Below the "Add To Cart" button on an item's page there is a "Preview Shipping" button. Clicking that button brings up a new popup window (assuming it's not blocked by your popup blocker software) where you will enter the destination ZIP/Postal code, State and Country. Rates will be retrieved from each of our carriers for comparison. Due to contractual obligations, UPS rates are retrieved and displayed separately from other carriers. When you preview shipping from an item's page or from a category or search results page, the estimates received refer to only that item. You may choose to estimate charges for any quantity of that item, but you cannot estimate charges for a shipment containing different items. To estimate charges for a shipment containing several different items, add the items to your cart first. Then click a cart or checkout link to go to the cart page. Clicking the "Preview Shipping" button from the cart page will calculate shipping on all items currently in your cart, with the assumption that they will all ship together in one shipment. (Note: Sometimes different items do ship separately though, for a variety of reasons.) If you change the contents of your cart, that will of course impact the final shipping charge, and may result in your preferred carrier and/or service being invalid. Some items, for example, are ineligible for Air service. All carriers and services are listed for comparison, but your order may or may not qualify for shipment by a particular carrier or service. See shipping restrictions. Removing items from your cart and/or modifying the quantity added You can remove items from your cart or modify the quantity on the cart page. Click the "Checkout" button in the button group for any item, or click "View/Edit/Checkout" in the cart summary at the top right corner of the page, or click the "Cart" icon between the "Search" and "Returns" icons at the top of the page. Any of these buttons take you to the cart page, where you can view the details of what's currently in your cart and modify the contents if necessary. To remove an item completely (regardless of quantity), click the "Remove" button to the right of the item you'd like to delete. To modify the quantity, change the number in the Qty: box for the item(s) you'd like to modify. You can modify as many line items as necessary. When your modifications are complete, click the "Update Quantity" button. This button will appear below the list of items in your cart, and you may have to scroll down to see it if your order contains more than a few items. The order totals will not update until that button is clicked. Saving items for later From a category page, search results page or item detail page, you may elect to save an item to a personalized list of items you're interested in and/or plan to buy later. Additionally, from the cart page, you may choose to move an item from your cart to your list of saved items. For this kind of personalized functionality, you must first establish an account, or have established one previously and be logged in. If you are not logged in, you will be asked to login or provide a name, email address and password to establish an account. Later, if you are logged in, you can return to your list of saved items and add any items listed there to your cart for purchase. Proceeding to checkout Click the "Checkout" button in the button group for any item, or click "View/Edit/Checkout" in the cart summary at the top right corner of the page, or click the "Cart" icon between the "Search" and "Returns" icons at the top of the page. Any of these buttons take you to the cart page, where you can view the details of what's currently in your cart and modify the contents if necessary. If you have received a promotion/sale/discount code and wish to apply it to your order, enter the code in the appropriate field. Then click the "Checkout" button at the bottom right corner of the screen, below the subtotal, to proceed to our secured area, where you will enter billing and shipping information for your order. Entering or selecting your billing and shipping addresses On this page you will enter your billing address and shipping address. Shipping address is only required if it is different than the billing address. If you are a logged-in returning customer, addresses you have previously used and saved will be available to you from a drop-down box so that you do not have to re-enter the info. If you select one of these previously-saved addresses, the page will reload and the address fields below will be populated with the saved info. This information is editable if anything has changed since the address was saved. Otherwise, simply enter the required information manually. The billing address you supply must match exactly with the billing address on file with the issuer of the credit card. Any discrepancy could cause our payment processor to decline the transaction, or to otherwise delay the processing of your order. Shipping address is only required if it is different than the billing address. If any part of the shipping address is different from the billing address, please fill in all fields for the shipping address. If you enter just a street name/number, for example, you're asking everyone involved in processing and delivering your order to make assumptions, each of which could potentially cause your order to be mis-shipped. We will not make those assumptions. We will attempt to contact you for clarification, and your order will not ship until/unless we're able to reach you. Select your shipping method (or arrange for pick-up) Initially, all shipping methods we use to ship orders are present in a list. However, not all of these shipping methods will be valid for your particular order. Depending on the address to which your order will ship (be it the billing address or a separate shipping address) and the items and quantities of items in your cart, only a portion of these carriers and services will be available for your order. Click the "Check UPS Rates" and/or "Check All Other Rates" buttons below the list. The page will re-load and retrieve shipping charges from the carriers for all services valid for your order. Invalid or unavailable services will disappear from the list. Due to contractual obligations, UPS rates are retrieved and displayed separately from other carriers. Select the shipping method you prefer. Customers in the Raleigh/Durham area of North Carolina may choose "Pick-up @ Warehouse" to pick up your order from our warehouse at 3301 Bramer Drive Raleigh, NC 27604-1655. Please call first to confirm stock and so that we can pull and prepare your order before you arrive. Selecting your payment method At the bottom right of the Shipping page, you will select your payment type. The options are Visa, MasterCard, Amex, Diners Club, Purchase Order and International Order. Customers outside the United States and Canada MUST select International Order. We do not, under any circumstances, ship an order placed with an international credit card. If the billing address is not a U.S. or Canadian address, and/or if the card is issued by a non-U.S. or Canadian bank, the order will be discarded and no product will ship. We accept purchase orders on Net-30 payment terms from U.S. federal and state government agencies, accredited U.S. colleges and universities, and Fortune 1000 companies only. We do not accept purchase orders and/or extend payment terms beyond these parameters. We accept Visa, Mastercard, American Express, Discover and Diners Club cards, including branded debit/check cards and corporate purchasing cards. Aside from certain shipping restrictions, Canadian orders are processed the same as U.S. orders. Click the "Continue" button to proceed. Last step -- review total charges and enter payment information Review the total charges for your order one last time. When everything is acceptable: Credit card orders: Select your credit card type (Visa, Mastercard, etc.) and enter your credit card number and expiration date. PO orders: Enter your PO number International orders via wire transfer: Click the link which reads "International customers please click here before proceeding." which is just above the "Complete Order" button. A new browser window will open, which contains the instructions for arranging for the wire transfer with your bank. Your order will not ship until the wire transfer is completed and we receive confirmation from our bank that the funds have been received. Click the "Complete Order" button to finalize your order.

Disputes Credit Card Disputes Please remember your charge will appear from "Stay Online" on your credit card statement. Any charge disputed by the customer which is proven to be delivered and transaction closed is subject to the $20 fee we incur from Visa/MC/Amex/Disc for the dispute. Please call 1-888-346-4688 (ext. 108) first before disputing a charge. We'll be glad to research your order.

Cage Code - CCR (Central Contractor Registration) Stay Online is registered with CCR as Cage Number 1VQR9 Classified as a small business with the following business types: 23 - Minority Owned Business 2X - For-Profit Organization A2 - Woman Owned Business MF - Manufacturer of Goods PI - Hispanic American Owned VN - Contracts

Purchase Order Guidelines Stay Online accepts Purchase Orders from Fortune 1000, government, and educational parties Purchase Orders. Fortune 1000, government, and educational parties are welcome to submit POs via fax 919-510-5466 or email orders@stayonline.com. Organizations outside of this requirement can be looked at on case by case basis where a strong indication of good payment history can be provided.

International Orders (outside the U.S. and Canada): International orders REQUIRE pre-payment via Wire Transfer. We DO NOT process international orders via credit card. We only accept credit cards issued by U.S. or Canadian banks, whose billing address is a valid U.S. or Canadian address. International orders require pre-payment via International Wire Transfer, which is processed offline. International orders forced through via credit card will be discarded and no product will ship. Here is the procedure for processing a valid international order: Step 1: Place your order online. Select "International Order" from the "Payment Method" list on the Shipping page during checkout. Wire Transfer is the only valid payment option for customers not located in the United States or Canada. Step 2: Print the final checkout page, titled "Payment Information". Click the link which reads "International customers please click here before proceeding." which is just above the "Complete Order" button. A new browser window will open, which contains the instructions for arranging for the wire transfer with your bank. Click the "Complete Order" button to submit the order. Step 3: We will contact you via email with our banking account number and wire transfer details. Step 4: Arrange with your bank for a wire transfer in the amount of the "Grand Total" on the "Payment Information" page. You are responsible for any wire transfer fees required by your bank.   We will process and ship your order when our bank notifies us that the funds have been received. Orders ship via Federal Express International Priority service, and typically will arrive 1-3 business days after the date the order ships. You are responsible for any customs, duties, brokerage fees and any other charges that may be assessed upon delivery. Shipping restrictions for orders shipping outside the U.S. and Canada We ship outside the U.S. and Canada via FedEx International Priority service only. To ensure the timely delivery of your order, please use the "Special Instructions" field on the Shipping page to provide the shipping address exactly as it should appear on the shipping label. The address forms used during checkout are formatted for U.S. and Canadian addresses. International addresses are often formatted differently, and these differences can lead to delays in the delivery of the shipment.

Availability: Do you stock product? The vast majority of items listed on our site are stocked in our own warehouse and are usually available for immediate shipment or pickup (please call first). Some items, for various reasons, do ship directly from manufacturers and not from our warehouse (for example built-to-order or customized/modular items). These items are of course not available for immediate pickup, and are subject to the manufacturer's shipping policies and procedures. When will my order ship? Items which are in stock in sufficient quantities to fill the order ship same day, if the order is received by 2:00pm Eastern time Mon-Fri. In-stock items ship the next business day (Mon-Fri) if the order is placed after 2:00pm on a weekday, or on a weekend or holiday. Items which ship directly from manufacturers are subject to the manufacturer's shipping policies and procedures, and are not under our control. Generally, manufacturers will ship items within two business days (Mon-Fri), provided they are in stock at the manufacturer's warehouse. Some items are built-to-order or require configuration prior to shipping, and do not ship immediately. When can I expect to receive my order? To reasonably determine when to expect your order, several factors need to be considered: The date and time you place the order: If your order is placed after 2:00pm on a weekday, or anytime on a weekend or holiday, your order will be processed the next business day (Mon-Fri, excluding holidays). The shipping origin of the order: If the item is designated as "Ship Only" as indicated on the item's page, the item will probably ship directly from the manufacturer's facility. The order will be subject to the manufacturer's shipping policies and procedures (usually within two business days, which excludes weekends and holidays). Lead time to ship, if applicable: Some items are built-to-order or customized at the factory, and require lead time to build or modify before they ship. When a lead time to ship is usually required for an item, the estimated or usual lead time is noted on the item's page. The carrier's estimated time-in-transit: Please keep in mind that time-in-transit is expressed in business days (Mon-Fri, excluding holidays), and does not take into account the other factors listed above. Carriers also observe legal holidays and can be affected by inclement weather at any point along the path of the shipment. It is very important to understand that selecting "Next Day" shipping does not necessarily mean you will have the item tomorrow morning. Ex. Order placed 8:00pm Fri, Next Day shipping: Order processed Monday >> built-to-order item requires 3 days to build >> order ships Friday >> carrier delivers Mon-Fri, not Sat >> order arrives the following Monday. Selecting Next Day shipping gets it to you as quickly as possible, but not necessarily literally the next day. Can I pick up my order at your warehouse? If you are in the Raleigh/Durham area of North Carolina and/or willing to make the drive, sure. Please call first so that we can confirm that the items you want are available, and pull them from warehouse stock to ensure they don't ship to someone else before you get here. Not all items listed on the site are available for pickup. What about backorders? Unfortunately, backorders are impossible to avoid completely, and they occasionally do happen. In such instances, we will be sure to keep you informed at all times and offer any options at our disposal to remedy the delay, including substitution options, alternate shipping methods, etc.

Shipping: Are there any shipping RESTRICTIONS? YES. Very glad you asked. Please note these important shipping restrictions: We ship via USPS only to U.S. Military (APO/FPO) addresses. We ship to Canada only via FedEx. We ship to the rest of the world only via FedEx International Priority. We do not ship to post office boxes under any circumstances. We do not ship to construction sites or undeveloped land. Some items we sell are not eligible for certain carriers and/or services, usually because the item exceeds the carrier's weight or dimensional limits for a particular service. Products of this nature usually ship via common carrier (trucking company) and may require extra time to arrive. How are shipping rates calculated? Our site retrieves rates from each of our carriers' own rate servers as you add items to your cart and again at checkout. These charges are calculated by the carriers themselves based on their own current rates, the shipping origin (provided by us), the shipping destination ZIP code (provided by you), and the weights and/or dimensions of the items in your order. The rates provided when you preview estimated shipping charges may vary from the actual charges at checkout based on the specific street address (estimates use only ZIP code), whether or not you decide to change your selected service, and other factors. Why do the shipping charges for my order seem high? Shipping charges are calculated by the carriers' own rate servers, and are based on their own policies. Several "behind-the-scenes" factors which may not be obvious to you as you check out can impact the carriers' shipping calculations, and make the resulting charges seem high: One or more of the items in your order may be shipping from a manufacturer's warehouse. The destination address may be only a few miles from our warehouse in North Carolina, but one or more of the items may be shipping from a warehouse clear across the country in California. The carrier's rate servers will calculate the charges based on the actual shipping origin in California, which will make the charges seem high if you're assuming the items will be shipping from North Carolina. Furthermore, items shipping from different origins of course ship in separate packages, which increases the total shipping charge for the order. One or more of the items in your order may be deemed by the carrier as an "oversized" package. Carriers usually calculate shipping charges based on weight. However, for items that exceed dimensional limits set by the carriers, charges are calculated based on what's called "dimensional weight". In other words, the charges are higher because the item occupies a lot of space on the truck. Many of the items we sell are "large, but light" (long power strips, slotted duct, etc.) and the "billable weight", per the carriers' policies, may bear no relation to the item's actual weight. For example, a long power strip that qualifies as "Oversize 1" by UPS based on its dimensions has a billable weight of 30 lbs., even though its actual weight is more like 8 lbs. Obviously, the effect of this disparity between billable weight and actual weight multiplies as the quantity ordered increases. It's not uncommon to assemble an order whose items' total combined weight might be 20 lbs., but because of the items' dimensions, billable weight might be 100 lbs. or more. Can I find out how much the shipping charges are before checkout? Yes. Below the "Add To Cart" button on an item's page there is a "Preview Shipping" button. Clicking that button brings up a new popup window (assuming it's not blocked by your popup blocker software) where you will enter the destination ZIP/Postal code, State and Country. Rates will be retrieved from each of our carriers for comparison. Due to contractual obligations, UPS rates are retrieved and displayed separately from other carriers. When you preview shipping from an item's page or from a category or search results page, the estimates received refer to only that item. You may choose to estimate charges for any quantity of that item, but you cannot estimate charges for a shipment containing different items. To estimate charges for a shipment containing several different items, add the items to your cart first. Then click a cart or checkout link to go to the cart page. Clicking the "Preview Shipping" button from the cart page will calculate shipping on all items currently in your cart, with the assumption that they will all ship together in one shipment. (Note: Sometimes different items do ship separately though, for a variety of reasons.) If you change the contents of your cart, that will of course impact the final shipping charge, and may result in your preferred carrier and/or service being invalid. Some items, for example, are ineligible for Air service. All carriers and services are listed for comparison, but your order may or may not qualify for shipment by a particular carrier or service. See shipping restrictions. There was an error in my shipping address. What should I do? Please reply to your order confirmation email and let us know as soon as possible. If we are made aware of the error before the item ships, we will correct it. Carriers charge $10.00 for modifying an incorrect address on a shipment already en route to its destination. You assume responsibility for this $10.00 charge if you enter an incorrect or invalid destination address when checking out, and we are not notified of the error prior to shipping the order. This will also result in a significant delay in receiving your order. When will my order ship? Items which are in stock in sufficient quantities to fill the order ship same day, if the order is received by 2:00pm Eastern time Mon-Fri. In-stock items ship the next business day (Mon-Fri) if the order is placed after 2:00pm on a weekday, or on a weekend or holiday. Items which ship directly from manufacturers are subject to the manufacturer's shipping policies and procedures, and are not under our control. Generally, manufacturers will ship items within two business days (Mon-Fri), provided they are in stock at the manufacturer's warehouse. Some items are built-to-order or require configuration prior to shipping, and do not ship immediately. When can I expect to receive my order? To reasonably determine when to expect your order, several factors need to be considered: The date and time you place the order: If your order is placed after 2:00pm on a weekday, or anytime on a weekend or holiday, your order will be processed the next business day (Mon-Fri, excluding holidays). The shipping origin of the order: If the item is designated as "Ship Only" as indicated on the item's page, the item will probably ship directly from the manufacturer's facility. The order will be subject to the manufacturer's shipping policies and procedures (usually within two business days, which excludes weekends and holidays). Lead time to ship, if applicable: Some items are built-to-order or customized at the factory, and require lead time to build or modify before they ship. When a lead time to ship is usually required for an item, the estimated or usual lead time is noted on the item's page. The carrier's estimated time-in-transit: Please keep in mind that time-in-transit is expressed in business days (Mon-Fri, excluding holidays), and does not take into account the other factors listed above. Carriers also observe legal holidays and can be affected by inclement weather at any point along the path of the shipment. It is very important to understand that selecting "Next Day" shipping does not necessarily mean you will have the item tomorrow morning. Ex. Order placed 8:00pm Fri, Next Day shipping: Order processed Monday >> built-to-order item requires 3 days to build >> order ships Friday >> carrier delivers Mon-Fri, not Sat >> order arrives the following Monday. Selecting Next Day shipping gets it to you as quickly as possible, but not necessarily literally the next day. Where's my stuff? If it's past the expected delivery date and your order has not yet arrived, the delay is probably a result of one of the following: Have you taken into account weekends and/or holidays? Shipping carriers operate Mon-Fri and observe legal holidays. These days must be excluded when calculating time-in-transit. Was an item you ordered designated "Ship Only"? If so, the item probably shipped from the manufacturer's warehouse directly. These items are subject to the manufacturer's shipping policies and procedures, which are beyond our control. Did an item you ordered require a lead time? Some items are built-to-order or require configuration prior to shipping. This information, when applicable, is noted on the item's page. Has there been an unexpected delay during shipment? If you have been emailed a tracking number, you might find that your shipment has been delayed by one or more days en route. Occasionally this happens in shipping facilities due to inclement weather, or a plain old fashioned mix-up. Has the order actually been delivered? If the tracking information indicates that the package has been delivered, it's possible that the package was received by a receptionist, receiving personnel at a loading dock, mailroom staff, co-worker, etc. This is very often the case for missing or delayed shipments to an office environment. If the order shipped to a residence, the driver may have left the package in a semi-concealed place for safety, such as a porch, a garage, even behind bushes. If a signature was required, the driver may have left the package with a family member or neighbor. Have there been one or more failed delivery attempts? It is generally the driver's discretion that determines whether or not a signature is required to complete delivery. Expensive items generally require a signature. If the driver thinks it's best to obtain a signature, but no one is present to accept the delivery, the item will be returned to the carrier's local facility and another delivery attempt scheduled. The driver will always leave a notice of the delivery attempt, but these notices can get blown away by wind, discarded or otherwise lost. After three failed attempts, the package will be returned to us. Tracking information will indicate when a delivery has been attempted. Has the shipment been refused by someone else? If the carrier attempted to deliver the package to someone who was not expecting it, that person may have refused the shipment. This frequently happens with receiving personnel and office staff who are not familiar with us as a vendor. Has the carrier deemed the package undeliverable? Our carriers may deem a package undeliverable for a variety of reasons. The most common reason is a typo in the delivery address. Please check your order confirmation to ensure the accuracy of the shipping address you entered during checkout. If the address is incorrect, the package is typically returned to us by the carrier or the unintended recipient. If you are sure none of these apply, please reply to your order confirmation email and let us know so that we may investigate. I need a tracking number for an order I've placed. What do I do? For items shipping from our warehouse, customers who provide a valid email address when placing an order will automatically receive an email from the carrier containing a tracking number and a link to the carrier's web site to retrieve tracking info when your order is scanned into their system from our dock. This email will be sent to the return email address provided when the order is placed. Upon request (in the "Special Instructions" field of the checkout page) this email can be sent to two email addresses. Follow the link(s) provided in the email from the carrier to access tracking information for that shipment. If you have not received a tracking email from the carrier, here are some possible reasons: Tracking emails from carriers are often treated as spam by email clients and spam filters. If you use a spam filter, it's quite possible that it zapped your tracking email(s). If your spam filter sends a reply to the sender asking for human input to verify the legitimacy of the email, that reply will not be seen or responded to, as these tracking emails are sent automatically by unattended servers. If you ordered items that ship from a manufacturer's warehouse, the manufacturer may not arrange for a tracking email to be sent. Some manufacturers do not utilize the carriers' email notification services. If you need tracking information for an order that shipped from a manufacturer's warehouse, please feel free to reply to your order confirmation email and request tracking information. We will do the best we can to obtain tracking information from the manufacturer's shipping staff. Please keep in mind that your order may contain items shipping from multiple warehouses in separate packages. You may receive multiple tracking emails, or the tracking email you receive from the carrier may refer only to the portion of the order that has shipped from our warehouse. Why did I only get some of my stuff? The rest of your order is probably shipping in a separate package and/or from another warehouse. For orders which ship in multiple packages, the packages don't always arrive at the same time. The driver may return later in the day with the other packages, or they might have been loaded onto a different truck. If one or more of the packages shipped from a manufacturer's warehouse, those packages may not arrive the same day as the others. Why was my package undeliverable? Our carriers may deem a package undeliverable for a variety of reasons: Incorrect address: Please check your order confirmation to ensure the accuracy of the shipping address you entered during checkout. If the address is incorrect, the package is typically returned to us by the carrier or the unintended recipient. Failed delivery attempts: It is generally the driver's discretion that determines whether or not a signature is required to complete delivery. Expensive items generally require a signature. If the driver thinks it's best to obtain a signature, but no one is present to accept the delivery, the item will be returned to the carrier's local facility and another delivery attempt scheduled. The driver will always leave a notice of the delivery attempt, but these notices can get blown away by wind, discarded or otherwise lost. After three failed attempts, the package will be returned to us. Tracking information will indicate when a delivery has been attempted. Refused by recipient: If the carrier attempted to deliver the package to someone who was not expecting it, that person may have refused the shipment. This frequently happens with receiving personnel and office staff who are not familiar with us as a vendor. Shipping charges are not refundable unless the failed delivery was a result of our error. Do you ship to APO/FPO addresses? Yes! We ship via USPS to APO/FPO addresses anywhere in the world. Please observe the following conventions to ensure prompt and accurate delivery of your APO/FPO shipment: Select USPS as your carrier. APO/FPO addresses are served only by USPS. During checkout, enter APO or FPO (as applicable) in the City field. Select one of the following (as applicable) from the "State" menu: Armed Forces America (AA) The U.S. and South America Armed Forces Other Areas (AE) Europe, Canada, Africa, Middle East Armed Forces Pacific (AP) Asia and the Pacific Select United States from the "Country" menu, regardless of where the recipient is stationed. Items which are not eligible for shipment via USPS due to weight, dimensional or other restrictions cannot be shipped to APO/FPO addresses. Do you ship to Canada? Yes, via FedEx only. Otherwise, Canadian orders are treated just the same as orders shipping within the United States. You are responsible for any customs brokerage fees and any other charges which may be imposed at the border. Additionally, some outlying areas of Canada are not eligible for certain shipping services, and shipments may require additional time to arrive. Do you ship internationally? Yes, within a very strict set of policies and restrictions for which there are no exceptions. We will ship internationally for a U.S. or Canadian customer via credit card only if the billing address for the card is a U.S. or Canadian address, and the card is issued by a U.S. or Canadian bank. We do not, under any circumstances, ship an order placed with an international credit card. If the billing address is not a U.S. or Canadian address, and/or if the card is issued by a non-U.S. or Canadian bank, the order will be discarded and no product will ship. International orders require pre-payment via wire transfer. Instructions for placing an international order via wire transfer can be found here. Orders shipping outside the U.S. and Canada will ship only via FedEx International Priority service. What about shipping charges as they relate to returns? You are responsible for shipping charges incurred when shipping an item back to us for a refund or exchange, unless the reason for the return is a result of our error. The original shipping charges associated with shipping the order to you are not refundable, unless the reason for the return is a result of our error. If you are exchanging an item, additional shipping charges will apply when the new item ships to you. Defective items or items damaged in shipping will be replaced for the same item free of shipping charges if the exchange procedures are followed.

Returns: Order Cancellations Orders which are placed, and subsequently cancelled before shipment, are subject to a 3% fee to defray the costs of processing and voiding the credit card transaction. Final Sale Items All software, licenses, bulk cable, opened media, data cabinets, custom orders sales and other items as specified on their ordering page are final. Shipping errors To receive adjustments, shipping errors must be reported within 7 calendar days of receipt. Packages damaged in shipping To receive adjustments, damaged shipments must be reported within 7 calendar days of receipt. Returns for exchange (defective items only) Defective items will be replaced for the same item free of shipping charges if the below conditions are met. 1) Please reply to your order confirmation to request a return authorization number (RMA). If you no longer have your order confirmation email, please click here to email us and include order ID number, name on order and email address so we can find your order. You will receive a reply with a return authorization number (RMA). The return authorization number (RMA) MUST BE ON THE OUTSIDE OF THE BOX or the package WILL BE REFUSED. 2) Product must be received at StayOnline.com within 30 days of original purchase date. 3) Ship the product inside a cardboard box w/ sufficient packaging to prevent damage. 4) Product must be 100% complete, in original packaging, and in resalable condition or we reserve the right to deny the return or apply additional restocking charges. 5) Ship via a carrier that provides tracking numbers in order to provide "signed" proof of delivery to our warehouse. 6) Product serial number must match serial number logged at the time the order shipped. 7) Include a copy of your invoice, note that it is for a same item defective exchange, and state the defect. 8) If you want to purchase a different item, place a new order online. 9) Returns: Ship to: Stay Online Attn: RMA 3301 Bramer Drive Raleigh, NC 27604-1655 Items returned to another address will not be exchanged. Returns for refund A 20% restocking charge applies to all returns for refund if the below conditions are met. Refunds are made to the original credit card or by a mailed company check if cash or check were originally used. Original shipping charges and return shipping charges are non-refundable. 1) Please reply to your order confirmation to request a return authorization number (RMA). If you no longer have your order confirmation email, please click here to email us and include order ID number, name on order and email address so we can find your order. You will receive a reply with a return authorization number (RMA). The return authorization number (RMA) MUST BE ON THE OUTSIDE OF THE BOX or the package WILL BE REFUSED. 2) Product must be received at StayOnline.com within 30 days of original purchase date. 3) Ship the product inside a cardboard box w/ sufficient packaging to prevent damage. 4) Product must be 100% complete, in original packaging, and in resalable condition or we reserve the right to deny the return or apply additional restocking charges. 5) Ship via a carrier that provides tracking numbers in order to provide "signed" proof of delivery to our warehouse. 6) Product serial number must match serial number logged at the time the order shipped. 7) Include a copy of your invoice, note that it is for a refund, and state reason for return. 8) Returns: Ship to: Stay Online Attn: RMA 3301 Bramer Drive Raleigh, NC 27604-1655 Items returned to another address will not be refunded. Shipping charges as they relate to returns You are responsible for shipping charges incurred when shipping an item back to us for a refund or exchange, unless the reason for the return is a result of our error. The original shipping charges associated with shipping the order to you are not refundable, unless the reason for the return is a result of our error. If you are exchanging an item, additional shipping charges will apply when the new item ships to you. Defective items or items damaged in shipping will be replaced for the same item free of shipping charges if the exchange procedures are followed.

Privacy & Security: Secure Checkout Stay Online employs a 128-bit SSL ID from VeriSign, the world's foremost Certification Authority, to enable encryption of all transaction data through Secure Sockets Layer (SSL) technology -- the industry-standard method for protecting Web communications. The SSL security protocol provides data encryption, server authentication, message integrity and client authentication for a TCP/IP connection. Each transaction at this site is sent to the payment processing servers via a dedicated SSL TCP/IP level communication thread. For more information: VeriSign, Inc. 1350 Charleston Road Mountain View, CA 94043 (650) 961-7500 http://www.verisign.com Cookies We use cookies in order to process transactions. Our web site requires that a cookie be placed on your computer to track your session. A cookie is a small file that contains a string of numbers that uniquely identifies your computer to ours. This string is known as a "Session ID". WE NEVER STORE YOUR E-MAIL ADDRESS, PHYSICAL ADDRESS, CREDIT CARD NUMBER OR ANY OTHER SENSITIVE INFORMATION IN A COOKIE. Sharing of personally-identifiable information WE ARE NOT IN THE BUSINESS OF SELLING OUR CUSTOMERS' INFORMATION TO THIRD PARTIES. WE HAVE NEVER SOLD OR SHARED ANY PERSONALLY-IDENTIFIABLE INFORMATION WITH ANY THIRD PARTY WHO WAS NOT DIRECTLY INVOLVED IN THE PROCESSING AND/OR DELIVERY OF AN ORDER (i.e. shipping carriers). In order to fulfill your order, we must share certain information with third parties, including but not limited to, the United States Postal Service, Unit