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AbelCine FAQ

 

Website Navigation

 

How does site search work on AbelCine.com?

Click on the magnifying glass icon (top, right corner) and enter your search terms. The dropdown will populate with suggestions from Buy, Rent, Training & Events, Blog & Knowledge, or About. Select one, or press enter to see all results.

On the search results page, select a tab to see results for that area. On mobile devices, expand the section called “What are you looking for?” to see these options.

Each section gives you different filtering options. For example, items in Buy and Rent can be filtered by category, product line, and specifications. Training & Events can be filtered by product line, subject or location.

 

Where do I sign up for your email newsletter?

You can subscribe by entering your email in the Newsletter Subscription box at the bottom of every page. Or, check the "Subscribe to Newsletters & Email Updates" check box on the My Profile page of your account. If you decide you want to unsubscribe, you can do so from the link in the emails we send.

 

What are the benefits of creating an account on AbelCine.com?

Your account allows you to make purchases, request rental quotes, register for training and events, and see a history of your transactions. See our Account Overview and Account Comparison for more information on accounts.

 

I cannot find my account details. Where do I login?

Click the icon of a person (top, right corner) to login or view your Profile. Once signed in, click the arrow next to your name or username (found in the red button at the top, right corner of the page). This will open a window with all your account navigation options.

 

 

Your Account

 

I forgot my password. What should I do?

Just click the reset password link on the Sign In page, and we will send you an email with instructions on how to reset your password.

 

Where do I find my AbelCine account number and what is it used for?

Your account number is used to identify you when you do business with us by any method: online, by phone or email, or in-store. You can find your account number by logging in to your account. Your account number is displayed on the My Profile page, as well as the Overview page for Pro accounts.

 

How can I see the details of my account terms with AbelCine, such as credit limit and available credit?

If you have a Pro account and your company administrator has given you access, you can find this information by going to the Accounting Details tab of your account. Click the arrow next to your username to expand the navigation menu.

 

How do I check my AbelCare balance?

If you have a Pro account and your company administrator has given you access, you can find this information by going to the Accounting Details tab of your account. Click the arrow next to your username to expand the navigation menu.

 

I can’t see invoices or company transactions in my Pro account. What should I do?

In a Pro account, some features are only available if you have been granted access by your company’s administrator. For security reasons, AbelCine cannot give you access to these features. You can find the names of your company administrator(s) on the Overview page of your account. Please contact them to request access.

 

 

Sales Order Processing & Payment

 

What do the terms Custom Order, Special Order and Non-Returnable mean, and how are they different?

Custom Order items are made to specifications that are directly requested by the customer. All Custom Order items require full-payment in advance and are non-cancelable and non-returnable.

Special Order items are not kept in our inventory and need to be acquired from the vendor at the time the order is placed. Special Order items require a minimum 25% deposit and are returnable with a minimum 25% restocking fee.

Non-Returnable items are marked that way due to vendor restrictions or because they are not standard stocking items. Unfortunately, we cannot accept any returns or cancelations on these items.

 

What if I want to make a change or cancel my order?

For any questions or concerns regarding your order status, please contact Customer Service. Please reference your order number and account number in your email so that we can best assist you.

 

Do you ship internationally?

Yes. We offer shipping to our international customers. Please refer to our Sales Terms & Conditions for information on international ordering.

 

If a product isn’t listed on your website can I still purchase it from you?

We are continually adding to our curated product selection to fit all of your production, broadcasting, editing/post-production, and data management needs. See our Product Lines for a current list of everything we sell. If an item is not listed on online, please contact us to inquire.

 

What payment methods do you accept?

We accept Visa, MasterCard, American Express, and Discover, as well as PayPal, bank wire, cash, and check (personal, traveler’s, and cashier’s). Please note that we do not release items paid for by PayPal, bank wire, or check until the funds have cleared.

 

Can I apply for Net-terms?

Net-terms are only available to qualifying customers. Contact Customer Service to find out if you qualify and how to apply. You must have a Pro account to view your terms and available credit online.

 

 

Shipping & Delivery

 

Can I pick up my sales order at one of your locations?

All sales orders are eligible for Ship to Store, which allows you to pick up at one of our locations: Los Angeles, Chicago, or New York. Full payment is required in advance for these orders. Once payment is complete, we will prepare your order and send an email notification when it is ready for pickup.

If you do not pick up your order within 4 weeks from the time it was pulled, it will be submitted for return with a restocking fee and subject to our standard Return Policy.

 

What do the different FedEx shipping times mean?
  • FedEx 2-day: 2 days within the continental US
  • FedEx Express Saver: 3 days with the continental US
  • FedEx Overnight: delivers by 8:30 am the next business day within the continental US
  • FedEx Ground Home Delivery: 2-5 business days within the continental US
  • FedEx Priority Overnight: delivers by 10:30 am the next business day within the continental US
  • FedEx Standard Overnight: delivers by 3 pm the next business day within the continental US

 

I’ve received my order but something is missing. What do I do?

To report a discrepancy with your order, please contact Customer Service and provide your order number and a description of the issue. All claims for damaged or missing items must be reported within 5 business days of receipt of your order.

 

 

Sales Returns

 

What should I do if I need to return something?

AbelCine does not accept returns unless accompanied by a Return Merchandise Authorization (RMA).
To request an RMA, please contact Customer Service and provide your order number, the item you wish to return, and the reason you would like to return it.

See our Sales Terms & Conditions for more details on our Return Policy.

 

My equipment broke, but there is a warranty. Do I contact you for repair?

Most items sold by AbelCine are covered by a manufacturer's warranty. When the item has a manufacturer's warranty, and/or the AbelCine 30-day warranty period has expired, calls for service or repairs will be referred directly to the manufacturer or their authorized service centers. Please see the manufacturer’s website for locations and conditions of returns for repair.

 

 

Promotions & Rebates

 

How do manufacturer rebates work?

It is the customer’s responsibility to complete any rebate forms and return them to the manufacturer within the specified time limit and conditions of the manufacturer’s rebate program. Make sure to carefully read and understand the terms and conditions of the rebate program(s), including any UPC code requirements, before discarding any packaging.

 

 

Training

 

Can I reschedule or cancel my class or workshop?

If a participant is unable to attend for any reason, you may transfer registration to an alternate date or location, or use the full credit towards a different workshop. You may also transfer enrollment to someone else, but you must provide the updated registrant information prior to the start of the class. If unable to attend, you must notify Training within 48 hours prior to the scheduled start time.

 

AbelCine - Contact Customer Service

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