FAQ
Frequently Asked Question
What is your policy towards duties and taxes?
Please note that customers are responsible for all import taxes, duties, brokerage or service fees that may be required by your local government. Cotec cannot determine the exact amount of these fees in advance. Import duties, taxes, and brokerage fees are not included in the product price or shipping and handling cost and will be collected upon delivery from the carriers for certain packages. You may check with your local customs office to determine what these additional costs will be.
Once The Cotec shipping team have shipped out your item(s), you will receive an email confirmation with a tracking number. You can use the tracking number to track your package on corresponding mailing website such as Canada Post or UPS. If you have any trouble tracking your package, please feel free to email us at shipping@go-cas.com, with an email title of ‘Order tracking’, and we will try our best to help you.
If you need to change your order due to wrong address information, please contact us immediately at shipping@go-cas.com with a title name of ‘Order change’. Please include your order number in the email. We will try our best to update your order. Alternatively, contact your sales representative for assistance.
How do I receive regular email updates about Cotec’s latest products and offers?
By registering your email on ‘Newsletter’ section at the bottom right on our website, you will receive regular information on Cotec’s latest products, and special promotions.
Will out-of-stock items be restocked?
If an item is out of stock, contact us for more information or place your order and you will be notified of the products ETA.
You can contact your sales representative or email us at RMA@go-cas.com. For more information please visit our return Merchandise Authorization (RMA) policy
What is your cancellation Policy?
We cannot cancel an order once it is in motion and/or once you have received shipping notification. You will need to contact us to arrange a return. See our Cancellation Policy for more information.
What payment methods do you accept?
We accept Visa, Mastercard and American express, as well as PayPal.
What is the warranty on refurbished equipment?
Refurbished product has a warranty of 90 days. See our Warranty Policy here.
How long will it take to ship my order?
When you place an order on Cotec Advanced Systems Inc., in-stock items leave our shipping facility within 3 to 7 business days from your order being placed, Monday through Friday excluding public holidays. We make every effort possible to ship your product within 1 day. All orders are subject to product availability. For high demand products, processing time of shipping products might take longer. If an item is not in stock at the time you place your order, we will restock and ship out as soon as possible. If you have any questions regarding the shipping date or specific shipping needs, please contact us directly or email us at shipping@go-cas.com
Currently we offer worldwide shipping with different shipping carriers depending on different countries. Orders placed with a free shipping promotion will be shipped via a shipping carrier of CAS’s choice. Typically, we are using FedEx, UPS and Canada Post within Canada and UPS within the United States. Free shipping promotions are subject to limitations and only available in certain locations.
What if my item is damaged when I receive it?
If there is any damage to the packaging on delivery, contact us immediately at RMA@go-cas.com, we will arrange for a replacement.
How long does it take for me to get a refund?
For the vast majority of returns, it takes about 5-10 Business Days for us to get your package at the fulfillment center, inspect your return, process it into inventory, and complete your refund. If the refund is being issued to a credit card, depending on your credit card company, it may take an additional 2-10 Business Days after your credit is applied for it to post to your account.
Do you match prices if an item goes on sale after my purchase?
We do not offer a price match guarantee.
How do I unsubscribe from any of your mailing lists?
1. Email us at cs@go-cas.com and one of our customer service representatives will unsubscribe your email address
2. Click on the unsubscribe button at the bottom of any of the emails you have received.
Do you allow Cashier’s Checks or Money Orders?
No. At this time go-cas.com does not accept Cashier’s Checks or Money Orders.
Do you charge sales tax on any item?
Cotec Advanced Systems Inc. collects tax on orders shipped in Canada.
Any applicable tax will be calculated on your merchandise total and displayed on your final order confirmation.
How can I get assistance if I need it?
We’re Here to Help You!
Call the Cotec Customer Loyalty Team
Monday-Friday, 9:00 AM – 6:00 PM
+1 (905) 886-6628
Email the Customer Service Team:
Cotec looks forward to helping you with your inquiry. We respond to email messages in the order that they are received, and we will respond to your email as quickly as possible. Email the Cotec Customer service Team
OTHER QUESTIONS OR ENQUIRIES?
All charges, terms and conditions are subject to change without notice. If you have any questions about the delivery and shipment or your order, please contact us at info@go-cas.com or call us at +1 (905) 886-6628.