Customer Support

This page includes information about ordering, our shipping processes, where to get technical and customer support, terms of service, and many more important details.

Shipping

General shipping information, international orders, and local pickups

Customer Service

Order changes, returns and cancellations

Payments

Payment methods and sales tax information

Technical support

Forums, documentation, and other support

Contacting us

Contact methods and hours of operation

Other Policies

Privacy, acceptable use, limitations of liability and acceptance of terms


Shipping and International Orders 

Shipping
We offer a choice of shipping by USPS First Class mail, USPS Priority Mail, USPS Express Mail as well as UPS options depending on destination. We charge actual postage rates for shipment, domestic or international, with no added handling fees. For orders to US addresses, we also offer free shipping when your order total is $75 or more. Orders with free shipping selected may be delivered via UPS, USPS, or other carriers at our discretion.

To find shipping options and actual costs for your order, please add the items to your shopping cart. Then, in the cart, enter the destination Country, Postal Code and City, State or Province as needed. You do not need to enter any personal or payment information to view actual postage costs. Particularly heavy orders-- above 60 pounds-- may not be suitable for USPS shipping in a single box; please contact us if our cart is unable to automatically provide pricing for you.

If you would like us to ship an order via FedEX, UPS, or DHL on your own account, please select "Pick up at our shop..." as your shipping option at checkout time. Then, contact us with your order number and shipping account information.

We make every effort to keep products in stock and to ship products quickly; most orders for in-stock items ship by the next business day. While many orders do ship on the day ordered, we do not guarantee same day shipment.

We ship all orders complete: if there are one or more backordered items in your order, your order will not normally ship until everything is ready. If you need some items sooner, please place a separate order.

International Orders 
We ship to most countries. USPS First Class mail delivery time varies depending on destination. USPS International Priority Mail takes 6-10 days to most destinations worldwide. Shipping by USPS Express mail or UPS is strongly recommended for all international orders. It is faster, more reliable, and provides tracking information that First Class and Priority Mail do not. UPS shipping is required for all orders over $2500.

USPS First Class mail packages and USPS Priority mail flat rate envelopes do not have an invoice affixed to the outside of the package. USPS Express mail and UPS packages are shipped with a copy of the invoice enclosed with all required shipping documents. If an electronic copy of an invoice is required, please contact us.

USPS First Class mail and Priority mail do not provide tracking services for international orders and are not insured. If a First Class international or Priority mail international package is lost or damaged in transit, that loss or damage is the responsibility of the buyer. (And for that reason, we do again strongly recommend Express mail international or UPS.)

Please note: Actual value and contents will be declared on customs forms. We can not and will not mark an order as "gift," "sample," or falsify the value. You, the recipient, are responsible for any and all VAT, taxes, tariffs, import fees, duty, customs clearance charges, and/or other fees that may be assessed by your postal service and/or customs office for importing products into your country. So, if your country charges import taxes or fees, please be prepared to pay them. There is no way for us (Evil Mad Science LLC) to calculate fees like these for you; please contact your local authorities if you have concerns about taxes and fees associated with importing products.

Customs processing frequently requires an invoice, and we include a copy of the invoice in each international shipment. However, please keep a printed copy of your e-mailed order confirmation in case you need to send it to your customs office or shipping carrier for processing.

Also note that unexpected delays can sometimes occur in customs processing, and that this is also not within our control.

Local Pickup 
Our normal hours for will-call pickup are Noon to 6 pm Monday through Thursday and Noon to 5 pm on Friday.

If you'd like to pick up your order at our store in Sunnyvale, California, please select "Pick up at our shop in Sunnyvale, CA" as your shipping method. We'll e-mail you when your order is ready for pickup, usually by the next business day. There's no shipping or handling fee, but we do collect sales tax on orders for local pickup. Our location is 175 San Lazaro Ave, suite 150, Sunnyvale CA 94086, and we are closed on most mail holidays.



Customer Service 

Making Changes to Existing Orders 
If you need to add additional items to your order, the easiest way to do so is to (1) let us know that you would like to do so-- so that we catch your order before it ships --and (2) place a separate order for the additional items. We can then combine shipping costs and issue a refund for any excess postage paid.
If you would prefer it, we can instead send a PayPal invoice for just the additional items and any incremental shipping cost incurred.


Canceling Orders 
Any order for stock items can be canceled for a full refund, right up until it ships. Please contact customer service with your order number if you would like to do so.

Returns 
Provided that they are still in original condition, we can accept returns on most stock items. If you decide that a product is simply "not for you," please contact us for a return authorization and address. When we receive your shipment, we will issue a full refund less shipping costs. Returned orders need to be received within 45 days of the original purchase or a restocking fee may apply.

Please do not return products to us without contacting us and receiving a return authorization first. Return shipping cost is paid for by the customer except for authorized returns of damaged or defective products.

Warranty 
Please contact us right away if you have any problems with your order. We will do everything in our power to correct the situation and make it right, as quickly as possible.

Undeliverable packages 
We do our best to make sure that our products really get to you. However, if all else fails and your package is returned to us as "undeliverable," it is our policy to refund your order less shipping costs.



Payment and sales taxes 

Payments
You can place your order directly from our secure payment form using PayPal, BitCoin, your Amazon.com account, or Visa, MasterCard, American Express, or Discover cards. Amazon.com payments are temporarily unavailable as of 5/26/2015. We are working with Amazon tech support to resolve the issue.

By special arrangement we can also accept payments through domestic or international wire transfers, purchase orders, or a paper check or money order. Please contact us if you would like to set up an order using one of these alternate means.


There is no minimum order amount; if you're willing to pay for freight, we'll be happy to send you any size order.

We also accept payments in cash and by credit card in person at our Sunnyvale store. You are welcome to stop by if you would like to place an order, but please note that not all of our products are out on display for immediate purchase, and we do encourage you to take advantage of the "local pickup" option at our web store.

Sales Tax and California Orders 
Sales tax will be collected on orders shipped to California addresses unless prior arrangements are made.



Technical Support 

Product Documentation Site
Our documentation site contains links to product introductions, instructions, schematics, software, and more.


Evil Mad Scientist Blog
Our blog contains product introductions, extended discussions related to our products, examples of their use, a wealth of introductory articles, as well as topics of general interest.

Discussion forums
Our discussion forums are a great place to ask questions and share answers.

Contact us
If you can't find what you need, you are always welcome to contact us.



Contacting us 

How to contact us
If you should have any question about our products, or need to contact us about an existing order, or have other questions for us, please use our e-mail contact form or send e-mail directly to contact (@) evilmadscientist.com-- This is usually the fastest way to contact us.


You can also reach us by telephone at (408) 462-1064. We have a retail store in Sunnyvale California, and you are welcome to come visit us during business hours. If you know what you are going to order, please consider placing an order for local pickup (no shipping charge) to give us time to prepare your order before you get here.

Our store is physically located at:

Evil Mad Science LLC
175 San Lazaro Ave, Suite 150
Sunnyvale, CA 94086

Additional contact methods:
Fax: (408) 689-4367
Skype: evilmadscience

Hours of operation 
We are open to the public 12-6 pm, Monday through Thursday, 12-5 pm on Friday.

We are closed on the following holidays:

2015

  • Thursday, January 1 New Year’s Day
  • Monday, January 19 Birthday of Martin Luther King, Jr.
  • Monday, February 16 Washington’s Birthday (Presidents’ Day)
  • Monday, May 25 Memorial Day
  • Saturday, July 4 Independence Day
  • Monday, September 7 Labor Day
  • Monday, October 12 Columbus Day
  • Wednesday, November 11 Veterans Day
  • Thursday, November 26 Thanksgiving Day
  • Friday, December 25 Christmas Day



Other policies 

Privacy
We do not spam, we do not accept outside advertising, and we will never sell, trade, or rent your information to anyone. We respect your personal information and in turn strive to earn your respect by treating your personal information with care.

Please read our complete privacy policy here.

Acceptable Use
The acceptable use policy for our site is available here.

External Links
This site contains links to other sites. Evil Mad Science LLC is not responsible for the practices or the content of other web sites.

Limitation of Liability
Evil Mad Science LLC is not liable for any damages caused by any of the site content, whether directly provided by Evil Mad Science LLC or its employees or not.

Updates to this policy
Evil Mad Science LLC has the discretion to update these Terms of Use at any time. When we do, we revise the "Last Revised" date at the bottom of this page. We encourage users to frequently check this page for any changes to stay informed about how we are helping to protect the personal information we collect. You acknowledge and agree that it is your responsibility to review this privacy policy periodically and become aware of modifications.

Your acceptance of these terms
By using this site, you signify your acceptance of these Terms of Use and our Privacy Policy. If you do not agree to this policy, please do not use our site. Your continued use of the site following the posting of changes to this policy will be deemed your acceptance of those changes.



Last revised: 5/27/2015