Contact, Support & Tracking » How to order
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How to order

You may place your order:

• Online through the different sections of our Website
• Online, by consulting our catalog.
• By calling us at 1 (866) 27-KUSAT (275-8728) (toll free) or +1 (514) 276-7997.
• By faxing your order to +1 (514) 276-3434.
  

During peak hours of the day, our lines may be busier than usual. If you get a busy signal, please try again (between 10AM and 5:30PM EST) or do not hesitate to leave a message.

Payment Methods

• We accept VISA and MasterCard. Our secure web server ensures that your credit card number will stay private and confidential. We verify all orders and reserve the right to refuse transactions.

• We accept COD on a limited basis. Select "COD" in the "Payment Information" section of the online order.

• You can make a direct bank deposit. For large orders (over $1000), we can also provide our banking information for direct deposit / wire transfer payment.

Processing Times

Once you place your order, it can often be processed within a day. If the item you have ordered is backordered or if sales are such that we can not process the order on the same day, you will be notified by phone or email.

If your order status remains "Order Received" for more than 3 business days, please contact us. If your order status is updated to "Billed & Ready to Ship" this means your order will be shipped within 24 to 48 hours. If your order status is updated to "Shipped", this usually means your order is about to be shipped (within 1 business day).

Our daily pickup is at 14:30 EST. The deadline for same day shipping is 13:00 EST. If you order online and would like same day shipping, please contact us by phone once you've placed your online order. We can not guarantee same day shipping, especially during peak periods, but we will do our best.

What about online security?

Ku Satellites provides a secure online shopping environment through our secure.chost.ca server. We use industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of confidential information such as your name, address and credit card number. If you are using a security-enabled browser, the credit card information and all other order information you send is encrypted, making it extremely difficult to read even if it is wrongly intercepted. If you are uncomfortable with submitting your personal information via the Internet for any reason, please feel free to contact us by telephone at (514) 276-7997 or by fax at (514) 276-3434.

International Orders

We can offer the following service levels on items ordered from the USA, such as our Pansat free-to-air systems, receivers & spectrum analyzers:

• UPS Ground
  • About 4 business days for shipments to the North East,
  • About 5 business days for shipments to the South East and the Central States
  • About 6 to 7 business days for shipments to the West coast.
  • Does not include customs brokerage charges.
  • Customs brokerage is US$21 for orders under US$1250.
    
    
• UPS 3 Day select (3 days, includes customs brokerage)
• UPS Express (overnight, includes customs brokerage)

For small orders (under 15 Lb) of low value (under $200), we can also use Air Mail, from Canada Post and the United States Postal Service.

• Air Mail takes 4 to 6 business days to most locations in the USA.
• The cost is about the same as UPS Ground.
• There are no brokerage charges with Air Mail.
• There is no tracking number.
• Insurance must be added on the order at the cost of $2 per $100 in value.
• We reserve the right to refuse Air Mail orders.

Taxes and Brokerage

Taxes for shopping with us are as follows:

• 7.5% TVQ if you live in Québec.
• 5% GST if you live in Canada (except for HST provinces).
• 13% HST if you live in Nova Scotia, New Brunswick and Newfoundland.

If you have a GST or TVQ exemption, please provide us with the proper documentation when you place the order.

Return Policy

Every item comes with a 30-day guarantee against defects, unless otherwise stated. If a product is defective in any way, please contact us or call us at (514) 276-7997 for a Return Merchandise Authorization (RMA) number within 30 days of the original invoice date.

We will pay to ship you a replacement product, but you must cover the shipping to send us the defective product back. If you would like us to cross ship the replacement item, we will charge your credit card for the product in question and issue a refund the moment the initial part is received.

Return of new equipment

We would rather not sell you anything than sell you a system that will not meet your expectations. This is why when we call you to confirm your order, we will always try to:

• Make sure that the system you are purchasing answers your needs
• Make sure that it is suited for your geographical location.

With many years of experience in the satellite television industry, we know what will work and what will not work in almost all regions of the world. If we are unsure about the performance of a particular system in your area, we will let you know before processing the order! If you must return us a system for reasons other than if it is defective, send us an e-mail at contact us or call us at (514) 276-7997 for a Return Merchandise Authorization (RMA) number.

All returns are subject to the following:

1. All products must be returned in the original packaging.
2. All products returned may be subject to a restocking fee (up to 25%)
   (if the item was purchased without having read what it is intended for on this website, etc.)
3. If the original packaging is not in an optimal condition to ship the product back, you should place the package in another box.
4. Shipping* and brokerage charges are not refundable.
5. If a returned item is missing ANY accessories, manuals, warranty cards, boxes. Etc., an additional fee may be charged.

*: Shipping. The actual cost of shipping will be taken in consideration when we process your refund. The actual cost of shipping and the cost of shipping that appears on your invoice may not be the same.

It will usually take between 1 and 2 weeks for your refund to be processed.

Additional information

Orders placed on Saturday or Sunday are typically processed on Monday. For orders over C$1,000 placed using VISA or Master Card, we may require that you fax us a signed photocopy of your credit card, authorizing Ku Satellites to perform the transaction.

If there are any problems with your order (item is out of stock, credit card information was invalid, etc.), we will contact you as soon as we become aware of the problem.

If you have a specific question regarding our ordering policy, do not hesitate to contact us.