Check out answers to some of our most frequently asked questions from customers and partners.
What is Freedom’s warranty policy?
We have a robust warranty policy, which you can review in more depth here
Do I get charged for return labels (RS Tag)?
Yes, RS tags can be specified and supplied. Your account will be charged shipping costs upon use of the RS tag.
Can I return an unused part?
Rebuilt items that are still in the box and unused may be returned for full credit up to 12 months after the invoice date. Opened, unused rebuilt items may be returned within 12 months after the invoice date but will be assessed a 10% restocking fee. OEM resale parts may not be returned.
What is a QC sticker?
This green sticker provides month, date and year the part was rebuilt. It is located on the item in question.
Where can I find the serial number?
Serial numbers can be located in various locations. Freedom Electronics serial numbers start with “F” followed by a series of numbers (Provide Picture). OEM serial number placement varies by product.
Where can I find the part/SKU?
SKU numbers may be screen printed into the PCB (Provide Picture) or placed on the PCB with a printed label (Provide Picture).
What do exchange, core, outright and core swap only mean?
Exchange: When a refurbished part is ordered and sent in advance with the expectation that you will send back a like-for-like nonfunctioning core.
Core: Nonfunctioning but a rebuildable part.
Core Swap Only: Because of the low availability of cores on any particular item, there can be no “Exchange” order where Freedom Electronics can advance a working part. Your rebuildable “Core” must be sent to us for refurbishment.
What manufacturer parts do you rebuild?
We rebuild multiple OEM lines including, but not limited, to Gilbarco/Veeder-Root, Wayne and Verifone among others.
I need to upgrade to EMV? Can I place the order?
We would love to help you transition to EMV. There are multiple factors that determine your upgrade path. Please contact a sales rep listed here to discuss possible solutions.
What does tampered mean?
When talking about PCI/EMV equipment, you will often hear the word “tampered.” This refers to the act of a part losing or wiping out the encrypted keys that are injected in order to process encrypted payment transactions. If the part is “tampered with,” it can no longer be repaired.
Account and Finance Questions
How do I set up an account?
If interested in setting up an account with us, please fill out the linked form at https://shop.freedomelectronics.com/site/login and one of our sales reps will contact you.
Who approves the application submitted through the website?
How do I get access to the website login?
Once a company has been approved, you should work with your sales rep to set up accounts for the individuals in your company who need access.
How long does it take for an account to be approved?
We strive to have internal discussions and accounts approved in 1-2 business days.
How can I pay an invoice?
Freedom Electronics accepts the following payment methods: ACH, check, wire, credit card, debit card, money order.
How do I get a refund?
Once parts are returned with the related packing slip and approved for return, customer service will generate a credit memo. Credit card payments are automatically refunded. Any other payment method must request a refund from Accounts Receivable (firstname.lastname@example.org).
When will I be charged for my order?
Customers are invoiced per their payment terms.
Please review our policies here: https://shop.freedomelectronics.com/information/index?type=policies-and-ordering-information
How long does it take to get my refund/credit?
Timing can vary based on the product being returned. Some products require testing and QC review prior to return approval.
Where is my order?
You can log in to your online account and check the status of your orders and get tracking information under your profile. If your order falls outside of the shipping lead times listed for your product, please call Customer Service at (800) 761-9369.
When should I expect my order to ship?
If products do not show “In Stock” on the website, please refer to the time frame listed under the product availability for an estimate of shipping times.
How much does shipping cost?
We use published rates for both UPS and FedEx shipments. Shipping costs are based on weight and dimensions of the package, class of service and the shipping To: and From: ZIP codes.
Do you offer expedited shipping?
We can send shipments for any class of service via UPS or FedEx for an additional fee.
How do I track my order?
Please go to our website at https://shop.freedomelectronics.com/site/login and log in to your account to track your orders.
What materials are used in my packaging?
We use a variety of packing materials that best suit the products we ship. Anti-static foam, Instapak and shipping paper to name a few.
What should I do if I had a problem with my order?
Please contact Customer Service at (800) 761-9369 for solutions.
What should I do if my order is damaged or missing in transit?
Please inspect all shipments before accepting them from your carrier. If you see any type of damage, you can either note it and have the carrier sign the note or you can refuse the shipment. If you accept a damaged package without noting or refusing it, you are responsible for any damaged contents.
Which shipping carrier will send my order?
Our main shipping carrier is UPS, unless you specify otherwise.
Can I update the address or shipping destination once the order has been placed?
If the order has not shipped, you can call Customer Service at (800) 761-9369 to update the shipping information.
What is the difference between ship faster and ship complete?
Ship Complete: Order placed will not ship until every item is in stock for fulfillment.
Ship Faster: Will partially ship any items in stock for quicker delivery of goods.
How do I cancel or change an order?
To update or cancel an order, please call Customer Service at (800) 761-9369.
ECM or Core Questions
What is ECM?
ECM (Enhanced Core Management) is a program that combines Freedom’s ecommerce website and the core bank, allowing your core credits to be used when you place an order.
How do I sign up for the ECM Program?
Contact sales – email@example.com
Where do I ship my cores?
Cores should be shipped to the address below along with completed paperwork:
3650 Kennesaw 75 Pkwy
Kennesaw, GA 30144
Why was my core rejected or not accepted?
Cores must be in rebuildable condition in order to be accepted. Some examples of rejected cores would include, but are not limited to, corrosion, missing components, broken circuit boards or tampered units.
Don’t see your question answered here?
Call Us (800) 761-9369 or email us @ firstname.lastname@example.org.
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