FAQ's

Fulfillment Questions

Q. Are local, state or federal taxes included in the prices?

A. Our shopping cart calculates and displays taxes where applicable. Our customer service associates will inform you of any sales taxes if you call to order. 

Tax laws for both direct and online sales are changing due to the recent Supreme Court Decision South Dakota vs. Wayfair. We are making every reasonable effort to comply with the law where and when it applies. Please be aware that we will be charging you sales tax, retailers use tax, general excise tax, or whatever tax the States in which we are registering deem appropriate as we become registered in each of these States. These taxes may not be currently shown on our website or quote but will be invoiced to you if applicable.

Tax Exempt entities: If you are tax-exempt, submit your Tax Exemption Certificate and we'll remove sales taxes prior to order processing. You can contact us at 1-888-877-3861 to arrange sending a copy to our attention.
 

Q. Are shipping costs included in the price?

A. Most of the time, yes. Our site calculates shipping to provide the most economical way for your order to reach you. Certain products, or orders weighing over 10,000 pounds aren't calculated and will have to be executed by our customer service department. You can opt to use your own shipping providers if desired.

Q. Who do I make out the purchase order to?

A.

Cisco-Eagle, Inc.
2120 Valley View Lane
Dallas, TX 75234

Phone: 1-888-877-3861

Fax: 1-972-406-9577

Email: 24hours@cisco-eagle.com

Q. I have a layout drawing you need to see. Where do I send it?

A. If faxable, send it to the attention Web Sales at 1-972-406-9577 and be sure to include your contact information, and any applicable order number. If it is in electronic format, e-mail to 24hours@cisco-eagle.com. We use AutoCAD as our drawing program. Please send all other drawing types in .DXF format. We can also accept scanned graphics files, such as GIF and JPG files. We recommend sending larger files in a zip format.

You can typically attach documents to our 24-hour inquiry forms.

Cisco-Eagle, Inc.
2120 Valley View Lane
Dallas, TX 75234

Phone: 1-888-877-3861

Fax: 1-972-406-9577

Email: 24hours@cisco-eagle.com

Q. Will I get an acknowledgment of the order?

A. Yes. We will contact you via email or fax with the expected arrival date, and tracing information.  If there are changes to your order, we'll communicate those as well.

Q. What are my payment options?

A. We accept:

• Visa, MasterCard, Discover and American Express
• Cash
• Check

Support Questions

Q. What happens after I place an order?

A. We process online orders quickly and efficiently.

1. We review the order when it is received.
2. We contact you if there are any questions as to your application, sizes, or other questions.
3. We review all of the payment and shipping information and contact you if there are issues. We charge your credit card before entering the order into our system.
4. We place orders for your equipment.
5. The order is shipped by the method you prefer.
6. We send you the shipping acknowledgment and tracing information.

Q. Will I get an order acknowledgment?

A. Yes. We will contact you with the final price (including shipping and tax), the expected arrival date, and tracing information.

Q. Where does my invoice come from?

Cisco-Eagle, Inc.
10015 E. 51st Street
Tulsa, OK 74146

Q. Who supports me after the sale?

A. Our Customer Service department. Contact us at or by telephone toll-free in the United States, 888-877-3861. You may also use the individual e-mail address or telephone extension of the Customer Service Representative who assisted you with the order.

Q. Who do I contact if my equipment needs service?

A.

• Phone: 800-230-9247 toll-free in the United States 8:00 AM - 5:00 PM Central.
  
• Email: 24hours@cisco-eagle.com

Installation Questions

Q. Is this equipment easy for us to install?

A. Much of it is, but some may require professional installers or specialized tools, depending on what the equipment is and on your internal capabilities. We ship equipment with any applicable installation information or manuals, and provide those electronically where possible. If you find that you need professional installation services, contact Cisco-Eagle. Cisco-Eagle installation is not available in all geographical areas. Contact us for complete information. We can often subcontract installations.

Q. Can you install the equipment for us?

A. In many cases we can. Contact us for installation questions about your particular equipment and situation. Cisco-Eagle installation is not available in all geographical areas. 

Q. How much does it cost to install this equipment?

A. It depends on which equipment. If you're using Cisco-Eagle installation crews, we provide you a written quote after we have reviewed all the details of the installation based on the equipment you are ordering. If you utilize a third party, you will need to obtain pricing from them. Cisco-Eagle installation is not available in all geographical areas. Contact us for complete information.

Freight Questions

Q. How much does shipping cost?

A. Freight costs are determined by the total size and weight of the load, and the final destination. Freight pricing is calculated within the pages of the catalog.  

Q. How long will it take to receive my equipment?

A. It depends on what you order. Some equipment has very fast turnaround times and other equipment may require more time.

Cisco-Eagle Customer Service will inform you on the estimated ship date of your equipment when we verify your order and provide shipping and tax information. Your order is processed immediately after we have the shipping and payment information resolved. We are located centrally in Dallas, Texas, although some of our products may ship FOB from other locations. Normal transit time to the east coast states is 2 -3 days. Normal transit time to the west coast is 5 to 7 days.

If you have an urgent matter, please let us know. We can attempt to expedite the process.

Q. What do I do if something is damaged in transit?

A. Don't let the driver leave without noting the damage on the bill of lading. Ask the driver what the claims process is. You should also take digital photos of the damaged equipment.

You need to file the claim. Cisco-Eagle cannot do this for you, but we will assist you in obtaining any information needed to complete the process. We will work with you to ensure that the claim is resolved in your favor.

Q. Can we use our corporate shipping account with our carriers.

A. Yes. You can elect to do that upon checkout. Your carrier will collect the freight charges from you directly. We do not ship prepaid & add for online orders.

Returns Questions

Q. What is the return policy?

A. Cisco-Eagle approval is required prior to any return. We will issue a return authorization to you after we have approved the return. Many of our vendors charge restocking fees for returned hardware; we will inform you of any applicable fees or restrictions on returning equipment at the time of the return request. In general, we ask that:

• You contact us when you realize the product must be returned and get authorization.
• Items are returned in original crate if possible, along with the return authorization.
• Return shipments must be prepaid. All collect shipments will be refused and returned to you.

Q. Where do I get a return authorization?

A. Send an email to 24hours@cisco-eagle.com. Indicate your order number and reason for the return request. We will process the request and contact you with the appropriate information as soon as possible.

Q. What is Cisco-Eagle's Order Cancellation Policy?

A. Cancellations can be made in writing prior to item shipment. You can fax your cancellation notice to 972-406-9577 or email it to 24hours@cisco-eagle.com. Please include your order number (if you have it), your name, and telephone number. We will contact you to confirm the cancellation.  For some products, cancellation may involve restock or other applicable fees. When you make your order, please inquire as to the cancellation policy for that particular product.