Perle USA eStore Policies

Return and Refund Policy, plus other Policies and Frequently Asked Questions

Last updated: July 20, 2023

Thank you for shopping at Perle Systems Online Store.

If, for any reason, You are not completely satisfied with a purchase We invite You to review our policy on refunds and returns.

The following terms are applicable for any products that You purchased with Us.


The words of which the initial letter is capitalized have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in singular or in plural.


For the purposes of this eStore Policy, Definitions can be found in our Terms and Conditions. Your access to and use of the Service is conditioned on Your acceptance of and compliance with these Terms and Conditions. Please read our Terms and Conditions carefully before using Our Service.

Your Return Rights

You are entitled to return Your Order, with the exception of opened software products, within 30 days without giving any reason for doing so.

The deadline for requesting to return an Order is 30 days from the date on which You received the Goods or on which a third party you have appointed, who is not the carrier, takes possession of the product delivered.

In order to exercise Your right of return, You must inform Us of your decision by means of a clear statement. You can inform us of your decision by:

We will reimburse You no later than 14 days from the day on which We receive the returned Goods. We will use the same means of payment as You used for the Order, and You will not incur any fees for such reimbursement.

Conditions for Returns

In order for the Goods to be eligible for a return, please make sure that:

  • The Goods were purchased in the last 30 days
  • The Goods are in the original packaging
  • The Goods are in as-new condition and undamaged
  • You have the receipt or proof of purchase

Returning Goods

You are responsible for the cost and risk of returning the Goods to Us.

To request a return, send an email to [email protected] with the subject of “Request for RMA”. An RMA number, return instructions, and the return address will be emailed to you within 1-2 business days.

Please write the RMA number clearly on the outside of the package to be returned. All products must be returned in the original manufacturer packaging. If your product was shipped in a standard carton, please be sure to return using the same or similar packaging. When using the original carton, please ensure that previous shipping labels or other markings have been removed or covered completely. Items should be returned in as-new condition, disassembled, in original packaging with the packing slip, all warranty cards, UPC tags, manuals, and accessories. Failure to return all original merchandise with accompanying accessories and materials will result in the product being returned without credit and at Your expense.

We must receive the returned item within 30 days after an RMA number has been issued. We advise that you ship the product back to Us via UPS or FedEx to ensure proper delivery. We will not be responsible for items lost in transit to our center or without a Proof of Delivery signature. It is Your responsibility to retain a copy of the return tracking number in the event of a 'lost' shipment until a credit has been issued. An assigned RMA number is valid for 30 days only and will expire on the 31st day after the date of issuance, at which time any returned products will be refused.

Once the return is received, please allow 7-14 business days for the credit to appear on your account. Credit will be issued to the payment method or credit card used for your original purchase only.

We cannot be held responsible for Goods damaged or lost in return shipment. Therefore, We recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the Goods or proof of received return delivery.

Prices, Shipping and Handling Charges

Please allow 1 business day for your order to be processed. We will only ship to locations in the USA (all 50 states). Prices listed do not include charges for shipping and handling or taxes. Separate charges for shipping and handling will be shown on the invoice.


We accept Visa or Mastercard with a billing address in the United States.

Product Availability

We will do everything we can to get your order to you as soon as possible. When you place an order, we will send you an email confirming our receipt of your order. Please allow one business day for your order to be processed. Once your order has been processed we will send another email advising you of the Expected Ship Date. If the item is out of stock, you can choose to cancel your order or leave the item on backorder. Your credit card will not be charged until the item ships.

2023 Holiday Product Availability

The Perle Systems Sales Order Processing and Shipping Departments will be closed on the following dates. Any order received will be processed on the next business day.

  • 2 January
  • 20 February
  • 7 April
  • 22 May
  • 3 July
  • 7 August
  • 4 September
  • 9 October
  • 25-26 December

Normal business hours and shipping will be in effect on all other dates.

Taxes and Tax Exemption

We are obligated to withhold sales tax for delivery within certain states (currently California, New Jersey, New York, Tennessee, Texas, Washington, Massachusetts, Maryland, Ohio, and Pennsylvania) and all such taxes shall be automatically charged and withheld. If you are Tax Exempt, please send [email protected] a copy of the Tax Exempt Certificate applicable to the ship-to location and reference your order #. Upon receipt and confirmation of the Tax Exempt Certificate, eligible taxes will be refunded to your credit card.The customer is responsible for sales and all other taxes associated with the order not collected by us.

Shipping and Handling Information

Please allow 1 business day for your order to be processed. This Service is able to process orders with billing and shipping address in the United States. Due to shipper restrictions, we cannot deliver to P.O. Boxes, APO/FPO, U.S. Territories or international addresses. To purchase in other countries Contact Us.

We offer shipping via UPS Express and UPS Ground. Shipping and handling costs will be calculated in the shopping cart after you enter your postal code during the checkout process. In stock product will generally be shipped 1-2 business days after receipt of order, providing all Credit Card information is valid. Please note that we do not offer Saturday, Sunday, or holiday shipping/delivery.

You will receive a packing slip with your product.

Shipped items that are refused by the customer, or in the event continual delivery attempts fail, will be returned to Us. Credit for the product cost and tax, less shipping and handling, will be issued to the payment method or credit card used for your original purchase. Please allow 3 to 4 weeks for a credit to be issued. It is Your responsibility to make immediate and adequate arrangements with the shipping company to accept a shipment in the event of a failed delivery.

Check Order Status, Get Tracking Numbers, Print Invoices

From the footer of any page select View Order Status. Enter your Order ID, Billing last Name and email address. If you have an account, login to My Account in the upper right hand corner. An account is not required to make a purchase from the Perle eStore.

Request an Invoice

If you are unable to download the invoice from the Service, please contact us by one of the following methods and we will send one via email.

Canceling An Order

Orders for in stock items are sent to our warehouse for shipping immediately after your order is processed, therefore, in stock items cannot be canceled once the order has been processed.

To request cancellation of back-ordered items, please email [email protected] or call us at 1-905-946-5017. In the email request, please provide your Order ID and the Part Number(s) to be canceled. If we are unable to cancel your order, you will be notified via email within one business day.

Warranties and Return to Factory Repair

Perle Warranties provide customers with return to factory repairs for Perle products that fail under the conditions of the warranty coverage. Products returned to Perle for factory repair are repaired free of charge and shipped back to the customer within 30 days of arrival at a Perle repair center. View Perle Product Warranties.

All users that register their product warranty will receive free 60-day technical phone support that begins on the date of purchase.

Click here to Request a Return to Factory Repair

Contact Us

If you have any questions about these eStore Policies, You can contact us: