At Trustgrid we strive to provide seamless service delivery for both our software-as-a-service (SaaS) offerings and accompanying hardware. Our fulfillment policy outlines the procedures and expectations for the delivery of both digital and physical products to ensure customer satisfaction.

1. Order Processing

  • Orders for software subscriptions and hardware products are processed promptly upon receipt of payment.
  • For SaaS subscriptions, customers will receive immediate access to their account credentials and relevant software downloads upon successful purchase.
  • Hardware orders will be processed within 3 to 5 business days and shipped to the address provided during checkout.

2. Shipping

  • We offer reliable shipping services for our hardware products to domestic and international locations.
  • Shipping costs and estimated delivery times will be displayed during the checkout process, allowing customers to choose their preferred shipping method.
  • Customers will receive a confirmation email with tracking information once their hardware order has been dispatched.

3. Delivery

  • We partner with trusted carriers to ensure the safe and timely delivery of hardware orders.
  • While we strive to meet estimated delivery times, factors such as customs clearance (for international orders) or unforeseen circumstances may affect delivery schedules.
  • Customers are encouraged to track their shipment using the provided tracking number for real-time updates on the delivery status.

4. Returns and Exchanges

  • We offer a hassle-free return and exchange policy for both software and hardware products.
  • Software subscriptions can be canceled within the terms specified in each customers Master Subscription Agreement.
  • Hardware products can be returned or exchanged within 14 days  of delivery, subject to our return policy conditions.
  • To initiate a return or exchange, customers should contact our customer support team for assistance.

5. Customer Support

  • Our dedicated customer support team is available to assist with any questions or concerns regarding order fulfillment, shipping, or product returns.
  • Customers can reach out to our support team via email or phone during our business hours for prompt assistance.
  • We are committed to resolving any issues or inquiries in a timely and satisfactory manner to ensure a positive customer experience.

6. Compliance and Regulations

  • We adhere to all applicable laws and regulations governing the sale and shipment of our products, including export control regulations and data protection laws.
  • Customers are responsible for ensuring compliance with any import duties, taxes, or customs fees applicable to their order.

7. Modifications to the Policy

  • We reserve the right to update or modify our fulfillment policy at any time to reflect changes in our business practices, regulatory requirements, or customer feedback.
  • Any significant changes to the policy will be communicated to customers via email or through our website.

By placing an order with Trustgrid, customers acknowledge and agree to abide by the terms outlined in this fulfillment policy.