For both domestic and international shipments, customers will be provided with a shipping notification and tracking number at the time of shipping. It is the responsibility of the customer to track the shipment. If the package is un-trackable, or there is a delivery exception, please contact the eGauge shipping department via email (shipping@egauge.net). Any charges resulting from a package deemed un-deliverable by the courier due to inaccurate information provided by customer, will be charged to the customer.

Domestic Shipping

• All orders are shipped via FedEx Ground, unless specified otherwise by the customer. If desired, the customer may provide a FedEx, UPS, or DHL account number, and will be billed by courier directly.
• Shipping rates are based on carrier rates. Special packaging requests (such as split or partial shipment requests) or rush orders will result in additional charges.

International shipments

eGauge Systems provides international customers with the following shipping options:

• eGauge prefers to ship via FedEx as it usually provides the most timely and reliable service. FedEx will contact the customer to collect any import duties/taxes. eGauge is not responsible for these charges, they are not dictated by eGauge, and eGauge has no control over them. The customer should research any VAT, tariff, duty, taxes, handling fees or customs clearance charges that may be incurred from the import of eGauge products into the customer’s country.
• eGauge is able to ship via FedEx, UPS, or DHL* Collect, if the customer wishes to use their own shipping account.
  Note: if a customer chooses to use their own UPS, FedEx, or DHL account, and OPTS OUT of shipping insurance, eGauge is not responsible for any loss or damage in transit.
  Shipping via DHL may require an additional service charge.
• eGauge can ship to a US-based freight forwarder which will forward the package on to the final country and provide any relevant product information required for export, at which point the freight forwarder assumes responsibility for transfering the merchandise to the customer. eGauge is not responsible for any damage or loss that occurs between receipt by the freight carrier and the arrival at the final destination.

Damages

If a shipment is damaged upon receipt, it is the customer’s responsibility to notify eGauge of the damage within 5 business days. Additional information and pictures of the damaged box and item may be requested to aid in the claims process. eGauge will request that the customer hold on to any boxes and damaged items until the claims process is complete. eGauge will file a claim with the carrier and send replacement products as soon as possible.

Shortages

All shortages not caused by the carrier must be claimed within 5 business days of receipt of shipment. To claim a shortage, the customer should respond to the shipment notification email or email shipping@egauge.net with the invoice number and list of missing materials.

Subject to the provisions described below, the product (device) by eGauge Systems LLC (Manufacturer) is protected against defects in material and workmanship for the duration stated in the purchase contract

1. The warranted period begins from the date of sale from Manufacturer or a reseller to the installing party, or six months from the date of sale from Manufacturer to a reseller, whichever occurs first.

2. The default warranted period for the Manufacturer’s energy meter product is 2 years, with the option for an additional 3 (total of 5 years) during the time of purchase.

3. Should a product fail to perform as described above within the warrantied period, it will be repaired or replaced with the same or functionally equivalent product by Manufacturer, at its discretion, free of charge provided you: (1) return the failed product to Manufacturer with shipping charge prepaid, and (2) provide Manufacturer with proof of the original date of purchase. Repaired or replacement products will be returned to you with shipping charges prepaid.

4. Replacement products may be refurbished or contain refurbished materials. If Manufacturer, by its sole determination, is unable to repair or replace the defective product, it will refund the depreciated purchase price of the product.

5. This warranty does not apply if, in the judgment of Manufacturer, the product fails due to damage from shipment, handling, storage, accident, abuse or misuse, or if it has been used or maintained in a manner not conforming to product manual instructions, has been modified in any way, has had any serial number removed or has had a QA or tamper-resistant sticker removed, or has been defaced, including modifications to, removal of, or unauthorized overlays. Repair by anyone other than Manufacturer or an approved agent will void this warranty. The maximum liability of Manufacturer under this warranty is limited to the purchase price of the product covered in the warranty.

6. This warranty does not apply if, in the judgement of Manufacturer, the product fails due to environmental damage including but not limited to surge, overvoltage, lightning strikes, water damage, humidity damage, foreign debris, high temperatures, or natural disasters.

7. Prior to returning any defective product, the end customer or the reseller from whom the end customer originally purchased the product must obtain a Return Materials Authorization (RMA) number from Manufacturer. All defective products should be returned to the Manufacturer with shipping charges prepaid. Manufacturer will not accept collect shipments. Manufacturer is not responsible for any devices shipped without an RMA number.

8. Except as specifically provided in this agreement or as required by law, the warranties and remedies stated above are exclusive and in lieu of all others, oral or written, express or implied. Any and all other warranties, including implied warranties of merchantability, fitness for a particular purpose and non-infringement of third party rights are expressly excluded. Manufacturer shall not under any circumstances be liable to any person for any special, incidental, indirect, or consequential damages, including, without limitation, damages resulting from use or malfunction of the products, loss of profits or revenues, or cost of replacement goods, even if Manufacturer is informed in advance of the possibility of such damages.

The optional "No Questions Asked" replacement plan modifies the standard warranty described above.

This plan REPLACES the following items of the standard warranty:

Item 2: The No Questions asked policy period is 5 years and must be purchased during initial unit sales.

Item 5: This policy DOES cover damage from shipment, handling, storage, accident, abuse or misuse, unknown issues or if it has been used or maintained in a manner not conforming to product manual instructions.

Item 6: This policy DOES cover environmental damage including but not limited to surge, overvoltage, lightning strikes, water damage, humidity damage, foreign debris, high temperatures, or natural disasters.

This plan ADDS the following items:

A1: This policy is void if in the judgement of eGauge Systems, the unit has purposefully been modified to obscure, replace, or remove the serial number, markings, or components on the device board or enclosure.

A2: This policy is transferable between owners and is tied to the unit serial number.

A3: If unit fails due to manufacturer defect during the first 2-years, unit will be replaced and the No Questions Asked plan will be transferred to the replacement unit.

A4: If unit fails after 2-years, or fails due to environmental damage (i.e., non-manufacturer defect), replacement unit will have the standard 2-year manufacturer warranty.

eGauge Systems LLC respects your privacy

• Except as required by law, we will not under any circumstances sell or release your information to anyone.
• All of the information obtained from our web site will be used for internal purposes only.
• We use Google Analytics to help us understand and improve our site, which is standard in our industry; however, we do not collect any personally identifying information, and are therefore GDPR compliant. You can also view our full GDPR and Google Analytics privacy policy here.

Merchandise purchased through eGauge Systems LLC, except as exempted herein, may be returned within 30 days of the receipt of the product

• You will receive a refund or credit towards your account, provided the merchandise is returned in the original packaging in new and resalable condition with manuals and all accessories included. If any component of the returned product is missing, eGauge may reject the return or choose to impose additional charges for replacement of the missing component(s).
• A 15% restock fee will be charged for returns.
• Custom built items are not returnable.
• Cellular service plans are not refundable. If merchandise utilizing a cellular service plan is re-stocked by eGauge, the purchaser agrees to forfeit cellular access and associated payments.
• Shipping charges are not refundable.
• Before returning merchandise, it is necessary to call and speak with your sales representative to obtain an RMA number for your return. Once you have been instructed where to return the item(s), you are responsible for shipping charges back to that address. Once issued, RMA numbers are valid for 30 days from the date issued and item(s) must be received within that time. Please reference this number in a clear location on the outside of the shipping package.
• The customer is responsible for the return of any authorized return merchandise and agrees to use only reputable carriers capable of providing proof or delivery and insurance for the value of the shipment.

eGuard

• eGauge Systems LLC (Host, Manufacturer) maintains and operates a management tool for customers with multiple eGauge devices known as eGuard.
• The Host reserves the right to deny eGuard access to any persons or entities deemed to be adversely affecting the eGuard service. This includes and is not limited to: intentionally attempting to circumvent security restrictions or accessing another customer's devices without permission.
• eGuard is provided as a best effort service, and the Host provides no guarantee of availability or responsiveness. The Host provides no service-level agreement regarding eGuard and eGuard is provided as a free service to customers and installers.

Technical Support

• The Manufacturer provides limited technical support at no cost for the lifetime of the eGauge product. Support services are available from 9am to 5pm Mountain Time, Monday through Friday. The Host provides no service-level agreement regarding this support and makes no guarantees as to the availability, response time, or results of technical support. The Host reserves the right to refuse technical support for reasons defined or undefined in this policy page. Support services are currently only available in English.
• eGauge technical support is available to assist with the following issues: troubleshooting for the eGauge device; scheduled appointments for telephone assistance; general questions relating to eGauge supplied hardware and software; limited support for troubleshooting devices not connected to the Host's proxy server; troubleshooting third party products sold and supported by the Host; and evaluating warranty claims and issuing RMAs.
• eGauge technical support does not extend to the following: meter configuration; dispatching personnel for on-site technical support; programming or coding consultation; advanced network configuration for routers, modems, switches, wireless bridges or other network devices; or diagnosing issues with third party devices not sold/supported by the Host.

Proxy Server

• The Host maintains and operates a proxy server (d.egauge.net, egaug.es) that allows device owners to remotely log into their eGauge units, usually without network infrastructure change. This connection then makes it possible to access the device's web interface from any point on the Internet.
• The Host reserves the right to deny proxy server service to any persons or entities deemed to be adversely affecting bandwidth utilization. This includes and is not limited to: data harvesting, sub-second data requests, or transmission of unapproved content outside of intended device usage.
• The Host takes no responsibility for material created or accessible on or through the proxy server that is not designed, hosted by, or at the request of the Host. The proxy server is provided as a best effort service, and the Host provides no guarantee of availability or responsiveness. The Host provides no service-level agreement regarding the proxy server and it is provided as a free service to customers and installers.