KVMGalore® | Tech Solutions Made Easy™

Frequently Asked Questions

KVMGalore®

Who is KVMGalore?

What are ClubPoints™?
How can I subscribe to KVMGalore newsletter?

What are the benefits of subscribing to KVMGalore newsletter?

 

Online security

How secure is KVMGalore's web site?
Do you keep my credit card information on file?
How secure is my password?
How can I retrieve my lost password?

 

Ordering and credit card information

What credit cards do you accept?
Do you accept purchase orders?
Do you accept PayPal?
Do you accept wire transfers?
When will my credit card be charged?
Do I have to pay sales tax?
We are tax exempt. Do we need to pay sales tax?
We are a reseller. Do we need to pay sales tax?
Can I print my order's a receipt / invoice?
Can I get a receipt / invoice for an order I placed earlier?

 

Orders

I haven't received an order confirmation - what should I do?
What is the status of my order?
Has my order shipped?
I never received my order - what should I do?
Something is missing from my order - what should I do? 
I got a package, but it's not what I've ordered. What should I do?
How can I look up information on my previous orders?
The charge on my credit card appears to be incorrect. What should I do?
How can I cancel my order?

 

Shipments

Do you offer free shipping?
What shipping services do you offer?
How can I estimate the shipping cost of my order?
Will I get notified when my order ships?
How can I track my order?
My order should have arrived. Why haven't I received it yet?
Do you ship internationally?

 

Returns

What is your return policy? 
How do I return a product?
The product I've received doesn't work -- it appears to be defective. What should I do? 
The product I've received is damaged -- it appears to have been damaged during shipment. What should I do? 
When will I receive a refund for a returned product?
I haven't yet received a refund - What should I do?
I haven't yet received a refund - Should I file a chargeback claim with my credit-card company?

 

 

 

 

 


KVMGalore 


Who is KVMGalore?
KVMGalore® is your source for tech solutions made easy™. With over 20 years of experience in the industry, we specialize in wireless, HD, digital, mobile, Ethernet, IP and professional-grade hardware solutions for Hi-Def home-theater, audio/video, digital-signage, KVM, environmental monitoring and power.

We are the experts in KVM, A/V, digital signage and HD switching, extension and distribution solutions. KVMGalore offers the most current and cutting-edge technology from industry's leading manufacturers with superb pre- and post-sale support. 

KVMGalore staff is technically knowledgeable about the solutions we offer, utilizing high-end products. Once you select a solution, KVMGalore presents additional items to consider – offering only those that work in tandem with the selected product – to complete your system.

Our HelpCenter provides an interactive forum for addressing your technical questions.

Our Knowledge Base offers a wealth of resources such as a glossary for technical terms, knowledge base articles for learning more about the technology you love and a blog that keeps you on top of the game with the latest buzz, news and opinion.

KVMGalore is the first to offer new and emerging technologies and products, but only after they meet our strict technical and quality standards. Therefore, you can always be confident that every solution we offer has first been tested to confirm its quality and validate its technology.

Like us on Facebook.
Follow us on Twitter.
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What are ClubPoints™?
ClubPoints™ are reward points you earn and accumulate via your purchases and interaction with KVMGalore®. Once you accumulate 1000 ClubPoints you can redeem them when paying for your next order.

When you initially sign up* with KVMGalore® you're automatically enrolled in the ClubPoints program - there's no need to enroll separately.

You'll earn ClubPoints for every purchase you make. New customers also earn bonus points just for signing up to KVMGalore.com.

Bonus ClubPoints are also earned when you subscribe to the KVMGalore® newsletter.

Our ClubPoints rewards program is simple and highly beneficial:
- Earn points on every purchase (no restrictions)
- No minimum-order for redeeming your ClubPoints
- No redemption restrictions: use your ClubPoints to pay for your entire order!
- Your ClubPoints will never expire
- Sign up for the KVMGalore® Newsletter to earn bonus ClubPoints
- Enrollment is automatic

See ClubPoints™ FAQ to learn more about ClubPoints™ program.

* Existing KVMgalore.com customers are also automatically enrolled and begin accumulating ClubPoints™ on orders placed after July 16, 2014 (the date ClubPoints™ rewards program has been launched).
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How can I subscribe to KVMGalore newsletter?
Click here to subscribe to KVMGalore newsletter.

or

From KVMGalore home page, click the SIGN UP button (located on the left side below the menu) to subscribe to KVMGalore.

or

When you first sign up with KVMGalore, select Subscribe to Newsletter under Options.

or

If you already have an account with KVMGalore, log-in, click the UPDATE button to update your account information, then select Subscribe to Newsletter under Options.
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What are the benefits of subscribing to KVMGalore newsletter?
KVMGalore subscribers receive news, product updates and special offers exclusive to our subscribers!

As a KVMGalore subscriber, you'll receive:
- Bonus ClubPoints™ when you initially sign up to KVMGalore
- Private sale offerings
- Exclusive promotions
- Price-drop announcements
- Bargain of the Month announcements
- Sale announcements
- New-product introductions
- What's New on KVMGalore announcements

KVMGalore subscribers also receive our periodic knowledge-based newsletters, advising our loyal subscribers of:
- Product spotlight focusing on accomplishing specific tasks
- Innovative solutions utilizing new technologies
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Online Security


How secure is KVMGalore's web site?
Encrypted and secure communicationYour order information is encrypted and completely secure! Every time you send us your credit card number and your billing and shipping information, we use the industry-standard Secure Sockets Layer (SSL) technology to encrypt this information, preventing it from being intercepted.

Look for the lock icon and the https:// prefix to the Web-site's URL at the top of your browser screen, indicating that your communication with our server is secure.
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Do you keep my credit card information on file?
We do not keep your credit card on file. We never receive nor retain your credit card number. Ever! When you place an order, your credit card number is encrypted and passed on to your card issuer for payment processing, and that's it! Our database does not record your credit-card number, ever!
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How secure is my password?
Your password is encrypted and completely secure! For your security we have encrypted the password you entered when you initially signed up with us (or when you changed it).  We don't know your password. Your password cannot be read, neither by us nor by anyone else, since it's encrypted. You are the only person who knows your password.
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How can I retrieve my lost password?
When you initially signed up with us we have encrypted your password. For your security, your encrypted password cannot be read, therefore it must be replaced.

Click Account Login at the top right corner of the screen. Under Returning customer (just below the SIGN IN button) you will see Forgot your password? Click on the link and follow the on-screen instructions.
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Ordering and credit card information


What credit cards do you accept?

Visa, MasterCard, American Express, Discover.Accepted credit cards
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Do you accept purchase orders?
No. KVMGalore does not accept purchase orders. However, if you prefer using a company purchase order and would like to be able to be invoiced for payment, we can accommodate this via our parent company - Rackit Technology Corporation.
Contact us with your request to be setup for using purchase orders, then download Rackit's credit application, sign it and fax it over to (718) 729-0212. In most cases we can process your request and set you up within 2 business days or less.
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Do you accept PayPal?

No. We do not accept PayPal.
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Do you accept wire transfers?
Yes. Contact us with your request to pay for an order you are about to place via wire transfer, and we will respond via e-mail with all the information you need to complete the fund transfer.
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When will my credit card be charged?
Your credit card is typically charged on the day you place your order.
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Do I have to pay sales tax?
Our online ordering system charges NY sales tax only on orders that ship to New York state.
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We are tax exempt. Do we need to pay sales tax?

No. Our online ordering system charges NY sales tax only on orders that ship to New York state. However, based on your eligibility, we can flag your account on KVMGalore so that you will not be charged sales tax.

To do so, please provide your tax-exempt certificate via fax [718-729-0212] or e-mail [sales@kvmgalore.com] prior to placing your order.

a) If you already have an account with KVMGalore, please provide the e-mail address on the account. In turn, we will flag your account as 'tax exempt', which will allow you to place your orders online without being charged sales tax, even on orders shipping to New York state.

b) If you don't yet have an account with KVMGalore, please provide your e-mail address and we will set you up with a 'tax exempt' account, which will allow you to place your orders online without being charged sales tax, even on orders shipping to New York state.
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We are a reseller. Do we need to pay sales tax?
No. Our online ordering system charges NY sales tax only on orders that ship to New York state. However, based on your eligibility, we can mark your account on KVMGalore so that you will not be charged sales tax.

To do so, please provide your resale certificate via fax [718-729-0212] or e-mail [sales@kvmgalore.com] prior to placing your order. 

a) If you already have an account with KVMGalore, please also provide the e-mail address on the account. In turn, we will mark your account as 'tax exempt', which will allow you to place your orders online without being charged sales tax, even on orders shipping to New York state. 

b) If you don't yet have an account with KVMGalore, please provide your contact information (including e-mail address and phone number) and we will set you up with a 'tax exempt' account, which will allow you to place your orders online without being charged sales tax, even on orders shipping to New York state.
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Can I print my order's a receipt / invoice?
Yes. After placing your order, you are presented with a new page indicating that your order has been received.

Print order's receipt/invoice

 

 

 

 

 

 

 

 

 

 

 

 

 

Click on Print receipt/invoice and your order's receipt/invoice will display on the screen. Click the Print button (or menu option) on your browser to print out your receipt/invoice.
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Can I get a receipt / invoice for an order I placed earlier?
Yes, anytime!

Log in to kvmgalore.com (or click the MyName's account link on the top right corner of the screen if you are already logged in), and view all your orders on the left section of the screen. For any particular order, click on View/print receipt/invoice and the receipt/invoice for that order will display on the screen. Click the Print button (or menu option) on your browser to print out your receipt/invoice.
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Orders


I haven't received an order confirmation - what should I do?
Immediately after you place your order we send you an order confirmation e-mail. The order confirmation has a link that allows you to view the details of your order and print an invoice. Our e-mails are sent from info@kvmgalore.com. Add this e-mail address to your allowed list to prevent it from being thrown into spam.
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What is the status of my order?

Log in to kvmgalore.com (or click the MyName's account link on the top right corner of the screen if you are already logged in), and view all your orders on the left section of the screen. All your orders will show (with the most recent order showing at the top of the list), each indicating its status.

We also send you an e-mail whenever the status of your order gets updated.

Typical order status may include:

Pending – Your order has been successfully submitted to our sales department for processing.

Received – Your order has been received by our sales department. Your credit-card payment has also been received and approved.

Processed – Processing your order has been completed by our sales department. Your order has been sent to the warehouse for shipment processing. Typically a shipping schedule is provided with this status.

Waiting on shipping – Your order is being handled by the warehouse, is being boxed, and is on its way to be shipped out.

Shipped – Your order has been shipped. Typically a tracking number is provided with this status.

Partially shipped – Part of your order has been shipped. Typically a tracking number is provided with this status. Information detailing which product has shipped and which is still on back-order is also provided. Typically an estimated ship date for the product(s) on back-order is provided with this status.

Shipped complete – Your order has been shipped in full (after a previous partial shipment). Typically a tracking number is provided with this status.

Awaiting fulfillment – A product in your order is not readily available to ship from inventory, but is expected to arrive in our warehouse and ship out to you within a short period of time. Typically an estimated ship date is provided with this status.

On backorder – A product in your order is not in stock, neither at our warehouse nor at the manufacturer's warehouse. Typically an estimated ship date is provided with this status.

Canceled – Your order has been canceled. Typically, the reason for the cancellation is detailed, as well as an updated refund status that pertains to the canceled order.
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Has my order shipped?

Log in to kvmgalore.com (or click the MyName's account link on the top right corner of the screen if you are already logged in), and view all your orders on the left section of the screen. If your order has already shipped, its status will indicate that. Typically a tracking number is provided with this status.

We also send you an e-mail shortly after your order has been shipped, letting you know when did it go out and which carrier is delivering your shipment. Typically a tracking number is provided as well.
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I never received my order - what should I do?

Log in to kvmgalore.com (or click the MyName's account link on the top right corner of the screen if you are already logged in), and view all your orders on the left section of the screen. If your order has already shipped, its status will indicate that. The shipping tracking number is also indicated. To track your shipment, go to the link provided under Comments (the shipper's Web site) and type in the shipments tracking number.
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Something is missing from my order, what should I do?

Contact us indicating the order number and the items that are missing. We will respond to you via e-mail with resolution instructions.
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I got a package, but it's not what I've ordered. What should I do?

Contact us indicating the order number and the items you mistakenly received. Please make sure to provide all available information on the product, including brand name, product name, and part number (information documented on the product). We will respond to you via e-mail with instructions for a quick resolution of the matter.
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How can I look up information on my previous orders?

Log in to kvmgalore.com (or click the MyName's account link on the top right corner of the screen if you are already logged in), and view all your orders on the left section of the screen. For any particular order, click on View/print receipt/invoice and the Receipt/Invoice for that order will display on the screen.
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The charge on my credit card appears to be incorrect. What should I do?
Contact us indicating the order number and explain why you believe you have been charged incorrectly. We will investigate your complaint and respond to you via e-mail. Please allow us up to 3 business days to investigate your matter.
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How can I cancel my order
You can request to cancel your order (or to cancel items on an order) if the order hasn't yet been shipped, and/or if the order hasn't yet been charged for.
To cancel an order:
1. Call us at 1-800-636-3434 (or 718-729-1499) to speak with a customer-service agent and verbally request your cancellation over the phone. Do not leave a voice-mail message!
2. Contact us online with your cancellation request.
An order you cancel after the credit-card charge has already gone through (typically around 6:00 PM EST the day the order has been originally placed) is subject to an 8% cancellation fee. Read more details.
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Shipments


Do you offer free shipping?
Yes. We currently offer FREE Ground shipping on any order over $99 shipping to shipping destinations within the contiguous 48 states of USA.
The threshold for FREE shipping may vary - check the notification on the top left corner of our Web site.
Any product that qualifies for FREE shipping shows: FREE ground shipping
When your shipping address and the contents of your shopping cart qualify for FREE shipping, a banner shows at the top, reading:
This order qualifies for free ground shipping
If your shipping address qualifies for FREE shipping but the contents of your shopping cart does not, a notification advises you how much more you need to spend in order to qualify.
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What shipping services do you offer?

We typically use UPS and FedEx to ship both domestically and internationally. We offer all shipping services that are available through UPS.

Such services may include:

  • Ground - delivery varies based on location
  • 3 Day - Delivery guaranteed by the carrier by end of day -- 3 business days (or less) after shipping
  • 2nd Day Air - Delivery guaranteed by the carrier by end of day -- two business days after shipping
  • 2nd Day Air AM - Delivery guaranteed by the carrier by 12:00 noon -- two business days after shipping
  • Next Day Air Saver - Delivery guaranteed by the carrier by end of day -- one business day after shipping
  • Next Day Air - Delivery guaranteed by the carrier by 10:30 AM -- one business day after shipping
  • Next Day Air Early AM - Delivery guaranteed by the carrier by 8:30 AM -- one business day after shipping

 

When you provide your shipping address, please make sure that it is a physical address (we cannot deliver to a Post Office box) and that it is a valid shipping address. Include a phone number where you can be reached during the day in case there is a delivery problem. Some of the above-listed delivery services may not be available to some domestic destinations.

All shipping charges are estimates and typically represent the actual final shipping charge. However, if the actual shipping charge is significantly greater than the estimated charge, we will increase the shipping charge and contact you before shipping the order for your approval. We will not ship the order without your consent to the increased shipping charge.

All shipping charges are subject to change without prior notice.

KVMGalore reserves the right to choose a shipping carrier for each order as it sees fit. When shipping an order that was placed with 'Free shipping', KVMGalore reserves the right to use any shipping carrier it sees fit, which may include carriers other than FedEx and UPS.
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Estimate Shipping

Estimate Shipping Costs on this Order

How can I estimate the shipping cost of my order?
Click on the Shopping Cart link at the top-right corner of the screen to view the contents of your shopping cart.
Click on the Estimate Shipping Costs on this Order link at the top of the screen.
Enter the Post Code (Zip code) and the Country of your shipping address in the appropriate fields.
Click on the Estimate Shipping button – You will be presented with shipping options and associated costs, based on the product(s) in your shopping cart, and your shipping destination.
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Will I get notified when my order ships?

Yes. Shortly after your order ships out we send you an e-mail letting you know that your order has been shipped. The e-mail typically includes a shipping tracking number.
You can also log in to kvmgalore.com (or click the MyName's account link on the top right corner of the screen if you are already logged in), and view all your orders on the left section of the screen. Your most recent order shows at the top of the list, its status [Shipped] indicated, and the carrier's tracking number typically also shows.
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How can I track my order?

An e-mail was sent to you when your order shipped, indicating the shipment tracking number. The e-mail also included a link to the shipper's Web site for you to track the shipment. Use that link to track your shipment. If you did not receive or no longer have the email, log in to kvmgalore.com (or click the MyName's account link on the top right corner of the screen if you are already logged in), and view all your orders on the left section of the screen. If your order had already shipped, its status will indicate that. The shipping tracking number is also indicated. To track your shipment, go to the link (to the shipper's Web site) provided under "Comments" and type in the shipment’s tracking number.
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My order should have arrived. Why haven't I received it yet?

An e-mail was sent to you when your order shipped, indicating the shipment tracking number. The e-mail also included a link to the shipper's Web site for you to track the shipment. Use that link to track your shipment.

If you did not receive or no longer have the email, log in to kvmgalore.com (or click the MyName's account link on the top right corner of the screen if you are already logged in), and view all your orders on the left section of the screen. If your order has already shipped, its status will indicate that. The shipping tracking number is also indicated. To track your shipment, go to the shipper's Web site link provided under Comments and type in the shipment's tracking number.
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Do you ship internationally?
Yes.
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Returns

 


What is your return policy?
You may return items purchased from KVMGalore within 14 days of delivery for a refund on the returned product, less a restocking fee. Click here for more details on our return policy.
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How do I return a product?
You need to obtain a RMA (Return Merchandise Authorization) from KVMGalore in order to return a product. Click here for detailed instructions for product return.
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The product I've received doesn't work -- it appears to be defective. What should I do?
Contact the manufacturer's technical support. Visit the Troubleshoot page on KVMGalore HelpCenter to obtain the phone number and e-mail address of your product's manufacturer.

The manufacturer's technical support will be able to assist you. If the manufacturer's technical support has concluded that the product is defective – it will be replaced or repaired (at the manufacturer's discretion) under the manufacturer's warranty.

In some cases (depending on the manufacturer's policies), the manufacturer will arrange for a replacement. In other cases, the manufacturer will ask you to make replacement arrangements with KVMGalore. In such case – you will need to obtain a RMA (Return Merchandise Authorization) from KVMGalore in order to return a product. Click here for detailed instructions on product return.
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The product I've received is damaged -- it appears to have been damaged during shipment. What should I do?
Refuse delivery. If you have already accepted delivery -- contact us to notify us immediately. Click here for detailed instructions on what to do when the product you've received is damaged.
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When will I receive a refund for a returned product?
A refund for a returned product is processed after we've received and inspected the returned product. Refund processing may take up to 30 days to complete. Click here for more details on our return policy.
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I haven't yet received a refund - What should I do?
Contact us with your concern and we will respond within one business day or less with the status of your refund. Click here for more details on our return policy.
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I haven't yet received a refund - Should I file a chargeback claim with my credit-card company?
No. Instead, contact us with your concern and we will respond within one business day or less with the status of your refund. Every chargeback claim will be investigated and will be subject to a $100 fee that will be deducted from your refund. Click here for more details on our return policy.
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KVMGalore® is a registered trade mark of Rackit Technology Corporation.
Tech solutions made easy™ is a trade mark of KVMGalore.