How do I know if an item I want to purchase is in stock?
PASNY uses a real-time inventory system to monitor current inventory levels. We pride ourselves on our efficient logistics and quick turnaround time. If an item is labeled "In Stock" on our website, you can have confidence we actually have the item on hand ready to ship. If an item is in transit to our facility or on backorder with the manufacturer, you will be contacted as soon as possible by email or telephone.
What happens if an item I purchased is not in stock?
If an order is placed for a product that is labeled "On Order" or "Out of Stock," we will keep the order in our system and ship the item as soon as it becomes available. If the ETA of the out of stock item changes, one of our customer service representatives will notify you via email of any additional wait times or significant shipping delays. Should you have any questions about the status of the order, or if you need to change or modify the order at any time, please contact our customer service department for assistance.
What happens if my order contains both in-stock and out-of-stock items?
If an order contains items that are both in stock and out of stock with an extended ETA, we will keep the order in our system and ship the order as soon as all items become available. PASNY reserves the right to split your order into multiple shipments without notification in an attempt to try and get your products to you sooner. If an order is split it will then be considered two separate orders. Orders are normally only split automatically if both orders qualify for free shipping. With the exception of special-order items, your card will only be charged for the products that have shipped. As a result, there may be more than one charge from PASNY on your credit card statement if your order was divided into more than one shipment. If you would like us to split your order and ship the in-stock items, you may submit a request for us to do so by contacting our customer service department via phone, live chat or email. Please note: Additional shipping charges may be incurred for splitting an order where one or more of the shipments total less than $200.00.
What if I want my order shipped to a location other than my billing address?
If you wish to have item(s) shipped to an address other than your billing address, please be aware that your order may require additional verification and may be subject to processing delays. We recommend allowing extra time for order fulfillment if you are shipping to an alternate address and have a specific delivery deadline. If you have any questions about the verification of your order please feel free to contact our customer service department.
Can I cancel my order?
Unfortunately, we are unable to cancel an order once it has been placed. If there is a problem with your order, please reach out to us and we will go over options to correct it as soon as possible.
What should I do if I want to return a product?
In order to return a product a Return Merchandise Authorization (RMA) number is required. An RMA can be obtained by calling or emailing PASNY, using the associated order number from your list of shipped orders, and indicate the item you would like to return. All returns are REQUIRED to be accompanied by an RMA. Before returning your product, we ask that you familiarize yourself with the guidelines found on our Return Policies page to ensure your return shipment meets all of the RMA conditions and return policy requirements. Failure to comply with the terms stated in our return policy and on the RMA form may result in delayed return processing and/or refusal of returned packages. Please be aware that PASNY will not accept a return if the item has been opened, installed, or otherwise used in any way. Items that were shipped incorrectly, have been damaged in transit, or which require warranty repair or replacement are not covered by our Standard Return Policy and must be reviewed by a member of our customer service department. If you have any questions regarding the return process that have not been answered here, or on our Return Policies page, please contact one of our customer service representatives.
What should I do if I received the wrong item?
If you think you've received the wrong product, please double-check the part number on the product label with the part number listed on your packing slip. If those numbers do not match, please contact one of our customer service representatives before opening or using your product. We recommend you have your order number and product packaging on hand to expedite your call. Do not discard any of the parts or packaging as these items will be needed in order to qualify for a return and/or replacement shipment.
What should I do if my shipment was delivered damaged?
If your shipment becomes damaged or lost in transit, please notify one of our customer service representatives immediately. Contact details including telephone numbers, email addresses, and a live chat link can all be found on our Contact Us page. Please do not discard any boxes or packaging materials that were included with the shipment. All original products and packaging materials must be provided in order to fully process a damage claim. PASNY is not liable for shipping claims that are denied due to customer negligence.
What happens if my item proves defective after installation?
If you recently purchased a product from PASNY and are concerned about the fitment or performance of your item, please contact a member of our customer service department for assistance. Our customer service representatives can provide installation support, troubleshooting advice, and assistance in identifying the possibility of any manufacturer defects. If we suspect your product does have serious defects, our customer service department can serve as a contact with the manufacturer to help arrange a warranty inspection and, if applicable, any necessary repairs or replacement shipments. If you wish, you may also contact the manufacturer directly for information regarding product eligibility and specific terms and conditions of warranty coverage.
What if I see a product listed at a lower price than I paid?
As part of our continuing commitment to offer our customers the best possible price on any given product, PASNY often adjusts its pricing in accordance with fluctuations in the market. As a result of such constant change, no reimbursements or price adjustments will be made after your order has been processed. If you wish, you may return the product at the original price and then purchase it again at the lower price. Keep in mind that shipping charges are non-refundable and that all of the terms and conditions stated in our return policies will apply to your return.
Does PASNY price match?
At this time, we do not offer price matching. We understand how valuable your money is to you, and that's why all of the products on our site are currently listed at the best possible price. Please keep in mind that PASNY is an authorized dealer for every item we sell and as such, we are committed to maintaining the integrity of every product. As always, if you have questions about a product or need installation support, assistance from our friendly customer service department is available 7 days a week with extended hours to help assist in getting you the quickest possible support.
Does PASNY charge sales tax?
PASNY only charges sales tax on orders placed by NY residents. If your order is shipped to any other state besides these two, sales tax will not be charged.
My product came with foreign instructions. What should I do?
Unfortunately and sometimes awesomely, some of the products we sell do not include English-language or US-specific instructions. The type of user instructions included with a product is determined solely by the manufacturer and is out of our control. In such cases, we do our best to provide supplemental information about the product in question. If you would like additional instructions or installation support, please contact our customer service department for assistance.
If you have any questions that was not covered in the text above, please go to our Contact Page and or give us a call at: 631-858-0312