Customer Support

Ordering from SparkPNT is simple and secure. Follow these steps to complete your purchase:

1. Browse our products and add the items you wish to purchase to your cart.
2. Review your cart and verify product quantities and configurations.
3. Click Checkout to begin the ordering process.
4. Sign in to your SparkPNT account or continue as a guest.
5. Enter or confirm your shipping address.
6. Select your preferred shipping method.
7. Enter your billing information and payment details.
8. If applicable, enter a discount code or other order reference information.
9. Review your order details, including products, quantities, shipping information, and total cost.
10. Once all information has been verified, click Place Order to complete your purchase.

After your order has been successfully submitted, you will receive an order confirmation email containing your order number and purchase details.

That's it—we'll take it from there.

Pre-Orders

Pre-orders are items that have never been in stock, but will be soon. There are different reasons for items being pre-ordered. Sometimes we like to gauge public interest in specific products before we order from our suppliers. In other instances we would like to know how many items we should build in-house before releasing a SparkPNT Original product. Pre-ordering is beneficial for guaranteeing your place in the order queue, and stock will be set aside for you.

Backorders

Not all products can be backordered when they go out of stock. If an out of stock item can be backordered it will clearly display a "Backorder" button, otherwise it cannot be backordered by any means.

There are two types of backorders: Intentional and Accidental.

Intentional Backorders

This is when you, the customer, add an out-of-stock item to your cart by clicking the "Backorder" button. If you have some in-stock and some backordered items, your order will be placed with any in stock items shipping immediately, and the backordered items will be placed in a second shipment to be completed once inventory is available.  

Please note: Once you have completed the checkout process with a pre-ordered or backordered item you will be charged immediately and your item will ship as soon as it is in stock. You may see two transactions after placing an order with in-stock and backordered items - one for the full amount, and one for a smaller amount. These represent the pre-authorization for the order (the full amount) and one of the partial payments needed for the order (either the in-stock or backordered items). The pre-authorization is NOT a true charge, and it will go away or update to reflect the true amount charged.

SparkPNT accepts a variety of secure payment methods to make purchasing as simple as possible for individuals, businesses, educational institutions, and government organizations.

Accepted Payment Methods

We accept most major payment methods supported through our Shopify checkout, including:

• Visa
• Mastercard
• American Express
• Discover
• Shop Pay
• Apple Pay
• Google Pay
• PayPal
• Other payment options available through Shopify at checkout

Available payment methods may vary based on your location, device, and billing country.

Secure Checkout

All transactions are processed through secure, industry-standard payment providers. SparkPNT does not store your complete payment card information on our systems.

Purchase Orders

Organizations requiring purchase order (PO) purchasing should contact our team before placing an order. We can work with qualified customers to support procurement requirements and institutional purchasing processes.

Tax-Exempt Purchases

If your organization is tax exempt, please contact us before placing your order to ensure the appropriate documentation is on file and tax exemption status is properly applied.

We understand that plans can change after an order is placed. If you need to modify or cancel your order, please contact us as soon as possible.

See our full cancellation policy here.

We ship in-stock orders as soon as possible, typically within 1-3 business days (certain orders may take a little longer but this is a typical timeframe for shipment).

See our full shipping policy here.

SparkPNT guarantees to ship your order the same day you place it if and only if your order meets ALL the following criteria:

• Your order is placed before 2:00PM, Mountain Time.
• You select a shipping method other than the Economy shipping option.
• The day you place your order is a Business Day.
• All items are in-stock.
• Your order is paid in full at the time you place it.
• You are not a SparkPNT Dealer.
• Your order does not require any modification before it is able to ship.

See our full same-day shipping policy here.

While we take every precaution to ensure your order arrives safely, SparkPNT cannot be held responsible for lost or stolen packages once they have been shipped. Any financial loss resulting from a package not arriving falls under the responsibility of the shipping carrier selected at checkout.

We understand how frustrating lost shipments can be and will do our best to provide the documentation and support you need to resolve the issue quickly.

See our full Lost or Stolen Packages policy here.

Local Pickup is available at our front desk for customers within 50 miles of our warehouse, Monday through Friday from 9 am to 5 pm (MST). Your order will be ready for pickup depending on when you place your order.

See our full Local Pickup policy here.

We offer multiple shipping options to allow you to decide when your order arrives. Delivery estimates listed are based on when the order ships and can vary based on your physical location and accessibility by the carrier. 

FedEx Options:

• Priority Overnight - next business day before 12 pm
• Standard Overnight - next business day
• 2nd Day - 2 business days
• Ground - 2-5 business days
• Ground Economy (FKA SmartPost) - 2-7 business days

United States Postal Service (USPS) Options:

• Priority Mail - 1-3 business days
• Ground Advantage - 2-5 business days

We ship to over 80 countries around the world and that list continues to grow each year! The only countries we cannot ship to, as defined by the U.S. government are: Russia, Cuba, North Korea, Iran, Syria, Sudan, Belarus, and regions of Ukraine (Crimea, Donetsk, Lutansk).

Most international shipments will incur additional fees in the form of duties and taxes. These fees fall to the responsibility of the customer, are defined by customs in the  country with which you are importing, and may not be visible until the order enters the destination country. SparkPNT is not able to estimate or calculate those charges at the time the order is placed. 

See our full International Shipping Policy here.

As mentioned above, we are not able ship any product to the following countries: Cuba, Iran, North Korea, Sudan, Syria, Russia, Belarus, and specific regions of Ukraine (Crimea, Donetsk, and Luhansk). Beyond that, we also sell some products that have been further restricted by the manufacturer. Those products do have a notice on the product page with access to the full list of restricted countries.  

Contact us if you have further questions regarding a product and/or its destination.

Products containing hardware from Septentrio are also subject to shipping restrictions. You can find the full list of prohibited countries here.

Return Eligibility

• Returns are accepted within 30 days of purchase.
• Items must be returned in their original packaging and include all parts, accessories, documentation, and components that were originally included.
• Customers are responsible for return shipping costs unless the return is approved as a warranty or defective product claim.
• We do not charge restocking fees for standard returns.
• No items are designated as final sale.

How to Start a Return

1. Log in to your customer account or access your order using the link provided in your order confirmation email.
2. Locate the order containing the item(s) you wish to return.
3. Select Request Return.
4. Choose the item(s) you would like to return and select a return reason.
5. Submit your return request.

Our Support team will review your request before authorizing the return. Please do not ship any items until your return request has been reviewed and approved.

If your return is approved, you will receive instructions for returning your item(s), including the return shipping address and any additional requirements.

Return Approval

If your return is approved, you will receive return authorization instructions by email, including:

• Your return authorization information
• The return shipping address
• Any additional instructions required for processing your return

Packaging Your Return

To help ensure your return is processed quickly:

• Use the original product packaging whenever possible.
• Include all accessories, cables, mounting hardware, documentation, and other included items.
• Package the shipment securely to prevent damage during transit.

Returns received with missing items, missing accessories, or damage beyond normal inspection may be denied or subject to a partial refund where permitted by law.

Shipping Your Return

Customers are responsible for return shipping costs unless the return is approved due to a defective product.

For the best service and lowest risk of loss or damage, we strongly recommend using a trackable shipping method.

SparkPNT is not responsible for returns lost in transit when shipped using a non-trackable service.

Defective Products

If you believe your product is defective, please include a detailed description of the issue when submitting your return request.

If our team determines that the issue is due to a defective unit, SparkPNT will cover or reimburse reasonable return shipping costs.

Returns resulting from misuse, modifications, improper installation, over-voltage conditions, electrostatic discharge (ESD), improper handling, normal wear and tear, or other customer-caused damage are not eligible for return shipping reimbursement and may not qualify for return.

Once your return is received and inspected:

• Approved refunds will be issued to the original payment method or as store credit, as applicable.
• Refund processing may take up to 2 weeks after receipt of the returned item, not including transit time.
• Your financial institution may require additional time to post the refund to your account.

If you have any questions before submitting a return request, please contact us for assistance.

Packages can be returned to us for many reasons. Depending on the reason for return, we may have the option to reship your order to the same or a new address, otherwise the order will be restocked and refunded. Please note: Shipping to a new address may result in additional shipping charges.

• Packages can be returned to us for missing or incorrect address information.To prevent this from happening: please take a moment to check and ensure your address book is up to date. There is also an order review page where you can double check this information.
• Packages can be returned to us if they are refused at customs for any reason. Sometimes we choose to get these packages back. If there are any customs fees and shipping charges to return your order, this will be deducted from any due refund. Please see our Shipping Policy for additional information regarding international orders.

Please note that if your package is marked to be returned to SparkPNT, it could take longer than expected to receive as these packages are not marked as a priority from the shipping company. Sometimes it can take a couple of weeks before we get them back!

We will only hold a returned package for one week before we restock and refund (if applicable). If you are wondering where your order is, please also check your spam filter as we may be trying to get a hold of you!

If the carrier you select charges us to return the package, we reserve the right to deduct that amount from any due refund.

If you think your package is going to be returned to us, contact us so we can note your order and wait for its return.

All SparkPNT products are covered by a 12-month warranty from the date of original purchase. If a defect arises during this period, SparkPNT will repair the product using new or refurbished parts, replace the product with a new or refurbished unit, or refund the purchase price.

See full warranty policy here.

All orders placed with applicable state or country sales tax on the total dollar amount of your order will be charged tax, unless you possess a certificate for a valid exemption or resale status that has been submitted and accepted by SparkPNT.

To submit your documents, send an email to customerservice@sparkpnt.com and provide the following:

• SparkPNT Customer Account Number OR email address associated with your SparkPNT account
• A PDF copy of your tax exempt certificatePlease make sure it's a clear copy that shows the institution's name and includes the relevant tax exemption ID or FEIN.

If an order is placed on an account that has not gone through our tax-exempt process, sales tax will be charged to the order if such taxes are required. 

Taxes collected are remitted to the governing agency as per the state/territory/country.

International shipments may be subject to import duties, taxes, and customs fees, which are determined by the destination country’s customs authority. These charges are the sole responsibility of the customer and are not included in the product or shipping costs charged by SparkPNT.

Customs policies and import regulations vary widely by country. We recommend that customers contact their local customs office for more information before placing an order to avoid unexpected costs or delays. In some cases, customs clearance procedures may also extend the delivery timeframe beyond the shipping estimates provided.

If a customer refuses to pay the required duties, taxes, or customs fees, the shipment may be returned or abandoned at the discretion of the carrier. In the event of a return, all associated return shipping costs and any additional carrier fees will be deducted from the customer’s refund. If these costs exceed the original value of the order, SparkPNT reserves the right to charge the outstanding balance to the credit card originally used for the purchase.

Please note that SparkPNT cannot adjust the declared value of goods, mark shipments as “gifts,” or otherwise misrepresent the contents of a package to reduce customs charges.