Customer Care | Indivica |

Indivica Customer Care

At Indivica, our number one priority is your satisfaction. We created the Customer Care program to make sure that your experience with Indivica offers value, convenience and satisfaction.

Ordering – Frequently Asked Questions

How long will it take to process my order?

Orders will be processed on a first come, first serve basis. We will make every effort to make sure orders are processed as soon as possible, and no unnecessary delays occur in processing an order. In most cases orders are processed immediately, often shipping within 5 days for in-stock items. For service items, typically the orders are processed immediately.

During busy periods, delays may occur. All orders will be processed as soon as possible upon receipt, provided the items are in stock and there are no problems with the payment verification. Items are allocated to your order when your order is being processed and after your payment has been verified.

Once an order request has been received by us, you will receive periodic e-mails from us regarding the processing of your order. Where applicable, within 24 hours of your order being shipped, you will receive an e-mail that contains the carrier tracking number for your order.

Is it safe to shop online at Indivica?

At Indivica, we respect your privacy and online shopping safety.

We will never share your personal and private information with anyone, and any personal information we do collect, we will only use to properly process and deliver your order.

All payments are processed via PayPal’s secure infrastructure. Indivica does not collect, nor store your credit card information.

How can I pay for my order?

All payments are processed via PayPal, via PayPal’s secure infrastructure. Currently, PayPal accepts:

Visa
Mastercard
American Express
Bank transfers

Indivica does NOT charge any credit card or payment surcharges.

Does Indivica handle international or U.S. orders?

Yes.

What taxes do I pay?

All orders shipping within Ontario will be charged the applicable provincial sales tax (PST). Goods and Services Tax will be charged for all orders shipped to a Canadian address. Harmonized Sales Tax (HST) will be charged to residents of New Brunswick, Nova Scotia and Newfoundland.

For US and international bound orders, no additional taxes or duties will be charged by Indivica, however, you will be responsible for any additional charges that may occur as a result of shipping products across your national border.

How do I cancel my order?

Once an order has been processed you cannot cancel your order, but you may return items in accordance with our returns policy, and may be subject to a restocking fee. If your account has already been charged, you will receive a credit back to your account usually within 2 to 3 business days.

What warranty do I get with products I’ve bought?

Indivica warrants product hardware to be in good working condition and free from defects in material and workmanship for a period of 1 year, from the original Invoice date unless otherwise restricted. Defective returns and warranty service will be replaced, exchanged or repaired at Indivica’s sole discretion.

Software coverage is handled directly via your OSCAR Premier Annual Support contract.

What if I’m dissatisfied with an item I’ve bought?

Indivica covers our products with our 15-day customer satisfaction policy and a limited 30-day DOA (dead-on-arrival) policy, from the original invoice date.

What is Indivica’s Warranty and Return Policy?

The complete Warranty and Return Policy can be reviewed here.

How do I get an Return Merchandise Authorization (RMAs)?

You may request a RMA via email to store@indivica.com.

Returns must be shipped to our Canadian warehouse address:

Indivica (RMA #____________)
2 Simnick Crescent
Courtice, Ontario, Canada
L1E 2V8

How does Indivica ship my order?

Every package leaving Indivica is carefully packaged by us before shipping.

All orders will be shipped from our Canadian warehouse. Please note that Fedex and UPS do not ship to P.O. Box numbers.

Your order may be shipped, at our discretion, via:

UPS Ground
Fedex Express Saver / Ground
Purolator Ground
Canada Post

Terms & Conditions of Sale – The Fine Print

The following terms and conditions govern the sale of products by Indivica, a division of Indivica Inc. By submitting your online order to Indivica, you have indicated your acceptance to be bound by these terms and conditions of sale. At Indivica’s sole discretion, these terms and conditions may be changed without prior notice at any time before Indivica accepts your order.

Payment Terms

Payment is due by PayPal. Once an order is placed by credit card, the credit card account will be verified at the time the order is placed. Should a credit card is declined, so will be the order. No C.O.D. orders are accepted. Orders are processed ONLY upon receipt of payment.

Disclaimer of Warranty

When products are shipped to you, their limited warranties applicable to products are in effect and are included with the shipment.

Payment Shipping and Handling Charges and Taxes

The buyer is responsible for any taxes or tariffs associated with your purchase.

Prices

Prices shown on the Indivica’s site do not include shipping and handling. Neither do not the prices include taxes unless otherwise noted. All prices are in Canadian dollars. The price charged for an order will be the price in effect at the time the order is made.

Shipping & Risks during Shipping

When products are shipped to you by common carrier, Indivica’s liability to you for breakage and/or non-delivery of the products by the common carrier to you will be limited by the limits of liability provided by the common carrier’s terms and conditions of carriage.

Limited Warranty

Software coverage is handled directly via your OSCAR Premier Annual Support contract.

Indivica’s Warranty And Return Policy is detailed here.

Indivica’s liability shall as limited to repairing or replacing, at its option, any defective product which is returned, freight prepaid to Indivica, according to the Merchandise Return Procedure set forth in the Warranty And Return Policy. Buyer shall bear all responsibility for shipping charges and risk of loss or damage during transit to Indivica. Products which have been subjected to abuse, misuse, alteration, neglect or unauthorized repair or installation, as determined solely by Indivica, are not covered by this warranty.

Any alterations, addition, improvements or attachments to the product(s) not authorized in writing by the Indivica shall be deemed to be a waiver of this warranty by Buyer and shall render this warranty null and void. Indivica shall return repaired or replaced product(s) to Buyer, at its expense via regular ground service within Canada. Shipping charges by all other methods and to all other destinations shall be borne by Buyer.

THIS WARRANTY IS IN LIEU OF ANY OTHER WARRANTY, EXPRESS OR IMPLIED. INDIVICA MAKES NO OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING ANY WARRANTY OF FITNESS FOR A PARTICULAR PURPOSE OR OF MERCHANTABILITY. IN NO EVENT SHALL INDIVICA BE LIABLE FOR INDIRECT, SPECIAL OR CONSEQUENTIAL DAMAGES SUCH AS LOSS OF PROFITS OR BUSINESS OPPORTUNITIES, AND IN NO EVENT SHALL INDIVICA’S LIABILITY EXCEED THE PURCHASE PRICE OF THE PRODUCT(S).

Limitation of Liability

The maximum liability to you for products purchased from Indivica shall be limited to the purchase price you have paid for the products. Also, Indivica will not be liable for any property damage, personal injury, loss of use, interruption of business, loss of profits, or other consequential, indirect, incidental, punitive or special damages. This applies to all situations however caused, whether for breach of warranty, contract, tort (including negligence), strict liability or otherwise, other than those damages that are incapable of limitation, exclusion or restriction under applicable law.

THIS RETURN POLICY IS NOT A WARRANTY. Indivica reserves the right to change or to cancel it at any time before accepting your order. For all refunds, you need to precisely follow the return procedures to ensure the return of your refund. You need to also allow a reasonable period of time for the product to arrive at our warehouse and pass an inspection process. When your return is accepted, we will process your credit as soon as possible.

Title

Title to hardware products and to the media in which software products are embodied passes to you upon shipment by Indivica. Title to software remains with the licensor of the software.

Interpretation

These terms and conditions shall be interpreted under and governed by the federal laws of Canada, without giving effect to conflicts of law rules. Headings used in these Terms and Conditions are for convenience of reference only and are not intended to be part of, or to affect the meaning or interpretation of, these Terms and Conditions.

No Modification

Any additional or altered terms attached or adhering to an order shall be null and void and without effect, unless agreed to in writing by Indivica. These terms and conditions may not be modified, altered or amended without the written agreement of Indivica.

Severability

If any provision of these terms and conditions is held to be illegal, invalid or un-enforceable, in whole or in part, the legality, validity and enforceability of the remaining provisions shall not be affected or impaired. The terms and conditions stated herein are declared to be Severable.

General

You may not assign this agreement without Indivica’s prior written consent. Indivica is the intended beneficiaries of this agreement. If there is any inconsistency between this agreement and other agreement included with or relating to products purchased from Indivica, this agreement shall take precedence.

Linking and Framing the Web Site

Links to the Web Site without the express permission of Indivica are strictly prohibited. Indivica reserves the right to cancel and revoke any permission it may give to link to the Web Site at any time, for any reason, without any notice, and without any liability to you or any other person. The framing of the Web Site or any of its content in any form and by any method is strictly prohibited.