GENERAL QUESTIONS
Who is POS Portal?
We are a well-established distributor of Point of Sale (POS) equipment. We have been shipping equipment all over the United States for over 16 years. We also offer Portal Advantage for business owners. We have partnered with the ISV to supply your mobile POS hardware needs.
What is the warranty service?
Serialized hardware: POS Portal and Chase have partnered together to offer a 90 day free replacement.
For Smart Terminals if you have a warranty event between days 91-365, you may purchase a replacement for $50.
Non-serialized hardware: POS Portal offers 30 day replacements on defective non-serialized hardware.
What is your return policy?
- The Basics:
You have 30 days to return most anything you buy from POS Portal on this site. - You have 90 days to return the Smart Terminal or Mobile Reader
- The Details:
All equipment has to come back to us in the same way you got it; everything in its original unopened state. All items that are returned to POSP are subject to a minimum 20% restocking fee. And, in order to receive a refund, you’ll need to initiate the return within 30 days from when we shipped your items. There are some items, those with a value of less than $50, that are non-returnable. To view our complete return policy Click Here
How do I request a return?
- To initiate a return, please call us at 1-855-838-4611, option 2, or email us at support@posportal.com. You will be issued an RMA number and be provided shipping instructions.
- If you have any questions about our products or policy, please call a Support Specialist at (855)-838-4611 from 8:00am – 5:00pm PST, Monday – Friday.
What's covered?
If there is a defect in materials, functionality or battery failure, POS Portal will send a replacement device by next business day. POS Portal will send a prepaid shipping label for the return of the defective device. Customer is billed for the full value of the original device if unreturned after 15 days, or device is un-repairable due to customer abuse.
What's not covered?
- Damage caused by abuse, misuse, fire, earthquake, or other external causes.
- Device been altered, defaced or pieces removed, or has been modified to alter its functionality or capability without the written permission of the manufacturer.
- Does not apply to devices that have been lost or stolen.
- Does not apply to cosmetic damage to, including, but not limited to, scratches and dents that do not otherwise affect the functionality of the device.
Do you sell the receipt roll paper for my device or printer?
Yes, we do offer re-stock papers and other supplies needed to keep your POS system running. The paper is available on this site under the paper or All products page.
Or: You can contact our Sales Team at (855)-838-4611 and we can assist you with supplies order.
ORDER RELATED QUESTIONS
How will I track my order, and know when I will probably receive it?
We will send a shipment confirmation email once the order has shipped from our facility. It will contain the tracking number for you to track your package. If you have additional questions about the status of the order you can contact our Support Specialists at (855)-838-4611.
If I buy the equipment and need to replace it, what are my options?
Please contact our Support Specialists at (855)-838-4611 to discuss warranty replacement options or see the Return Policy page.
Can I order just part of the equipment, or do I need to get a complete bundle?
Yes! You can order either individual items or the complete bundle. The bundles we offer contain the recommended equipment for a complete POS system.
What do I do if I have broken equipment?
Please contact our Support Specialists at (855)-838-4611 from 8:00am – 5:00pm PST, Monday - Friday to request an RMA.
If you purchased the equipment, you can either purchase new equipment through us or you can contact the manufacturer as there may be an extended warranty available by them. Visit their website for more details.
Will you charge me sales tax, or do I have to do that myself?
All sales orders will be charged sales tax. If you qualify for sales tax exemption, we can assist you through that process.
How late can I place an order?
Orders received before 3pm PST / 6pm EST Monday - Friday will be shipped same day. Any orders received after that will be shipped the following business day. *
*Product shipment dependent on product availability
Where's my order?
We will send a shipment confirmation email once the order has shipped from our facility. It will contain the tracking number for you to track your package. If you have additional questions about the status of the order you can contact our Support Specialists at (855)-838-4611 from 8:00am – 5:00pm PST, Monday – Friday.
Can I place an order over the phone?
You can contact our Sales Team at (855) 838-4611 from 8:00am – 5:00pm PST, Monday - Friday and we can assist you in placing an order over the phone.
Is there a cost to upgrade my shipping method instead of selecting the free option?
Expedited shipping can be selected at the time of order placement for an additional charge. We offer free 2 day shipping on all hardware order.
What is the eWaste Fee in my cart?
Shipments to California will incur an electronic recycling fee on qualifying products, such as tablets. For more information click here .
