Shipping

RealTime Ops Online uses a Best Way Shipping Methodology to calculate shipping rates based on the weight of the items in your order. When placing your order, the best way shipping method will automatically be selected. In addition to our Best Way Shipping, RTO also charges a $2.50 handling fee to offset those fees imposed by vendors for shipping incidentals such as boxes & packaging.

Although there are few problems with the AirLink modems and the other products RTO provides, occasionally someone encounters an issue. Since RTO is a distributor, selling only to resellers, we expect our resellers to be savvy enough to troubleshoot problems. However, if the reseller cannot detect what the problem is, the following policy and procedures should be followed:

DOA Unit does not power up out of the box

1. RTO will provide a replacement unit provided unit has been diagnosed by RTO Service Technician or by manufacturer directly. If the unit is diagnosed by manufacturer, you must provide RTO with the RMA/Case# for our records, the ESN/IMEI, and your purchase order number. No RMAs will be issued from RTO without a Case# and/or RMA# from either the manufacturer or RTO.
2. Please remember to check your equipment as soon as it is received. If the equipment invoice date from RTO is more than 15 days, RTO will not replace the unit and the repair procedure listed below must be followed.

REPAIRS OF MODEMS UNDER WARRANTY

1. If RTO both sold and activated your AirLink or Sierra Wireless modems and you are having connection problems, we will interface with the Carrier for up to 30 days from date of shipment on your behalf.
2. For all other modem issues, you need to first contact Sierra Wireless tech support. Their contact info is:
   
   

   Monday through Friday 5 AM to 5 PM Pacific Time (US Holidays excluded)

   Support@sierrawireless.com

   (877) 231-1144

   
   Many times the issue can be resolved over the phone. If Sierra cannot resolve the issue over the phone and they state the unit needs to go in for repair, please either provide RTO with the Sierra Wireless case number and/or RMA# in order for RTO to issue you a RMA to return the product for repair. Otherwise you can work with Sierra Wireless to return the modem direct to Sierra. If you elect for RTO to handle the RMA for you, you will need to also provide us with the ESN#/IMEI# and your purchase order number.
3. Cross Ship replacement is not available on repair requests.

RETURNS

1. If you ordered the wrong product, RTO will accept a return with a 20% restocking fee if the following conditions are met:
   1. The unit is a current model.
   2. The product is not a special order item.
   3. The product was invoiced from RTO less than 15 days.
   4. All packaging and modem are in new condition.
   5. The modem has not been activated.
2. If RTO shipped you the wrong product, we will issue a RMA# for the return and replace. Notice must be given to RTO within 48 hours of receipt of incorrect product.

MODEMS OUT OF WARRANTY

Real Time Ops does not support any modems that are out of warranty. To get out of warranty modems repaired, please contact Sierra Wireless: