Customer Service Policy

Technical Service

We’re here for you for all your technical issues. Whenever you have a question, please contact us at (844) 434 - 9473 ext. 2 or e-mail us at support@PensaLabs.com to get in touch with our team. For machinery, please have your serial number available. We will get back to you as soon as possible.

Whoops!

We make every effort to be exact with our photography, prices, specifications and copy. Sometimes errors do occur and we apologize for them. We reserve the right to make changes and correct errors at any time.

Privacy Policy

We respect your right to privacy and do not disclose your personal data to other organizations.

Please Note

Our terms, conditions, pricing and policies are subject to change without notice at any time, and are updated on www.PensaLabs.com.


Ordering & Shipping Policy

Special Ordering Requirements

If you’re unable to place an order directly on the webstore, need to use a purchase order, or have any other needs, please get in touch with us at (844) 434 - 9473 ext. 2 so we can help you.

Order Changes and Cancellations

Contact us within 3 days of your order confirmation if you need to change or cancel your order. Smaller orders will often ship next day, so it may not be possible for us to change them. Items with longer lead times can often be edited if necessary; please try to ensure your order is as accurate as possible when submitting it. Custom and special orders can not be changed or cancelled after 24 hours of your order confirmation.

Back Order

If not specified, out of stock items will automatically be placed on back order and shipped immediately when available. Credit cards will not be charged until item(s) are confirmed for shipment.

Sales Tax

All orders with a New York state shipping address will include New York sales tax on the merchandise portion of your order, unless you provide us with proof of tax exempt status.

Shipments & Delivery

We ship items out as soon as possible, but this will not always be the same day as your order. In general, please add 2-3 business days to allow for processing time. If we anticipate a longer lead time, it will be noted in the item description. If you have any questions about the lead time on a specific item, please contact us at orders@PensaLabs.com or call us at (844) 434 - 9473 ext. 2 with your questions.

You should receive an email confirming your order shortly after you've placed it. If you don't receive that email, please check your spam folder and see if you can locate it. This is especially important because, if you haven't received the order confirmation email, you also won't receive the email with your shipment notification and tracking information.

All items with a value of more than $100 are shipped signature required if possible; please plan accordingly. If you are offered shipping insurance, but do not accept it, we cannot be held responsible for damaged, lost, or stolen packages.

International Shipments

Our international shipments are limited. Please refer to the purchasing page to what countries we ship to. If you have any additional questions, please contact us at orders@PensaLabs.com or call us at (718) 855 - 6195 so we can help you.

You, the buyer, are responsible for any VAT, tariff, duty, taxes, handling fees, customs clearance charges, etc. required by your country for importing consumer goods. We do not collect this beforehand, and can't give you an estimate of the cost, because it varies widely around the world. Please do your research so you're ready to get your package cleared through customs, and have an idea of what the additional cost will be.

No Shipping Days

Pensa Labs will be closed on US government holidays and weekends. You can still order through the website as usual.

Shipping Damage

When you receive your shipment from the shipping company, it is extremely important to inspect and note any damage that might be suspect. Holes, dents, tears, etc. should be noted on the form the driver gives you to sign accepting delivery. These notations will allow us to make a claim for shipping damage on your behalf. Failure to do so makes it extremely difficult to make a claim. If there is shipping damage and you have noted it on the delivery form, you can e-mail us at orders@PensaLabs.com or call us at (844) 434 - 9473 ext. 2. We will make our best efforts to have the problem resolved.

Returns

Should you decide to return an item(s) for any reason, be it for refund, exchange or warranty, please contact us at (844) 434 - 9473 ext. 2 or e-mail us at orders@PensaLabs.com. We will take you step by step through the return process. Returns for refund or exchange must be within 30 days of purchase. Original shipping and handling charges are not refundable. All returns must be in original packing, unused and in resalable condition and all non-defective returns are subject to a 10% restocking fee. All merchandise must be shipped to us using an authorized return label that we provide when setting up your return. We will not accept returns to us prior to authorization.


Limited Warranty Policy

Pensa Labs warrants every product it sells for a period of 90 days to the original purchaser from the date of purchase. This warranty does not apply to defects due directly or indirectly to misuse, abuse, negligence, accidents, repairs, improper wiring, alterations, lack of maintenance or consumable parts. This is Pensa Labs’ sole written warranty and any and all warranties that may be implied by law, including any merchantability or fitness, for any particular purpose, are hereby limited to the duration of this written warranty. We do not warrant or represent that our merchandise complies with the provisions of any laws, acts or electrical codes. We do not reimburse for third party repairs, services, or any expenses. In no event shall Pensa Labs’ liability under this warranty exceed the purchase price paid for the product and any legal actions brought against Pensa Labs shall be tried in the State of New York, County of Kings.

We shall not be liable for death, injuries to persons or property or for incidental, contingent, special or consequential damages arising from the use of our products.

To take advantage of this warranty please call us at (844) 434 - 9473 ext. 2 or email us at support@PensaLabs.com. Proof of purchase must accompany the merchandise. We reserve the right to change specifications at any time as we constantly strive to achieve better quality equipment.