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Frequently Asked Questions
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   Need more information? Below you'll find the "frequently asked questions" we hear most often from our customers.
Answers
  • What is a Customer/Account number?

    Once you meet the requirements to become a dealer, Silmar Electronics will assign you an account number associated with your information and payment terms. 
    Your account number is how we look up your company information in our system.

  • Where can I find my Customer/Account Number?

    Your Customer Number can be found on the Invoice, which is issued after we process your order.
    Also, you can find it in "My Account" section on the website, under customer information.

  • How do I login and log out of "My Account"?

    The Login/Register link is located at the right corner of the top menu bar. When logging in to your account, you will need your username and password. Your email address serves as your username. To log out of your Account, click Log Out in the right corner of the top menu bar.

    For your security, an online session will automatically end after two (2) hours of inactivity.

  • How do I retrieve my username and/or password?

    Your username is the email address entered when the account or user was created. If you forget your password, click Login/Register located in the top menu bar, then go to the link called "Forgot your password". You will be prompted to enter your email address. We will then send you an email with a system-generated new password. The new password is encrypted, secure, and unique to you. You will then be able to sign in to your account using your new password.

  • How do I edit or update my account profile?

    To edit or update your account online, log in and click "My Account" located in the menu bar, found at the top of every page. Under Settings, click Edit Profile. Only the Primary Administrator is permitted to edit or update the account. For assistance with editing or updating your account profile, please contact Customer Service.

  • How do I add or delete a User on My Account?

    The Primary Administrator for the Account has the authority to add or delete Users.

    First, log in and click My Account located in the menu, found at the top of every page. Under Settings, click Manage Users.

    To add a User, click the add user button. Next, fill out the required fields and assign User Privileges.

    To delete a User, press Delete to the right of his or her name. A confirmation screen will appear to confirm the deletion of the User. 

  • Who can access an Account?

    Only the primary account holder and assigned sub-users may access an account.  The primary account holder has the ability to add or delete sub-users. To ensure your information is secure, we encourage you to regularly update your password and promptly delete a user who is no longer authorized to access the account.

  • How do I save items in my Shopping Cart?

    To save items in your Shopping Cart, click Save Cart. You will input a unique name in the field provided and click the Save My Cart button. To access a saved cart, go to My Account. You can view and delete a saved cart at any time. When you are ready to resume the checkout process for a saved cart, click Open Cart and proceed with your purchase. Saved carts remain active for ninety (90) days and then are deleted from the Account.

  • Do you offer discounts on list prices?

    Existing Silmar Electronics customers will see their prices after logging in to their account. For New Customers who would like to review pricing and discount opportunities, please contact Customer Service to speak with one of our expert Business Development Managers.

  • Who do I contact for product questions?
    If you have a question about any of our products, please contact your Silmar Sales Representative or Customer Service for assistance.
  • How will I know when my order is ready to be picked up?
    You will receive an email notification to let you know your order is ready. Processing times may vary depending upon location and order.
     
  • How do I use a Purchase Order Number?
    You may enter a Purchase Order Number for your order on the payment page in the Shopping Cart.
  • What do I need to pick up my order?
    The person collecting the order will need to provide the following:
    •  Your pick up notification email (either a printout or shown on your mobile device)
    •  A valid government-issued ID
  • How do I view my order history?

    To view your order history, login and click My Account, then go to view orders under Transactions.

  • Where do I pick up my order?

    Please reference your notification email for pickup location details. There will be a section that provides you the warehouse name for the branch pickup location.

  • How do I locate my Order Number?

    Your Order Number will be in the order confirmation email that is sent after you have completed an online purchase. You may also locate your Order Number in My Account by clicking on View Orders Your Order Number will be displayed on the Invoice as the invoice number, along with other key order information.

  • How long will my order be held at the branch to be picked up?
    Your order will be held at the branch for 10 business days from the time your order is ready for pickup. After 10 days, your order will be automatically cancelled. If you have questions about picking up an order, please contact your selected pickup branch and an associate can help you.
  • How can I save an order I have already started?

    To save items in your Shopping Cart, click Save Cart. You will input a unique name in the field provided and click the Save My Cart button. To access a saved cart, go to My Account. You can view, print or delete a saved cart at any time. When you are ready to resume the checkout process for a saved cart, click Open Cart and proceed with the purchase. Saved carts remain active for ninety (90) days and then are deleted from the Account.

  • If an item is incorrectly priced on the website, will the order be processed?
    If for any reason: typographical errors, miscommunication, and other glitches between our internal platforms result in items being offered at the incorrect price, Silmar will cancel the order. 
    Silmar will correct the error and notify the customer by email or phone and given the option to accept the corrected price or cancel the order.
  • How do I cancel an order?
    For an order not yet processed and shipped, contact Customer Service to make a request for cancellation. Special orders, large volume orders, and custom orders may not be canceled.
  • How do I manage my Shopping List?

     

    To view your Shopping List, login and click My Account, then go to Shopping lists. You can add items to the shopping list from the product pages (the "Add to Shopping List" link is located below the add to cart button).

  • What is the difference between an In-Stock product and Factory Direct product?

    In-stock products are warehoused in one of Silmar Electronics's branches. Factory Direct products are ordered directly from the Manufacturer. 

  • How do I add items to a completed order?

    Items can be added to your purchase if the order has not yet been processed in the warehouse. Please contact Customer Service to find out if your order has shipped or if it remains open for new items to be added.

  • What is a backorder?

     

    A backorder is purchased product not immediately available for your order.  A backorder will remain open in our system until the item(s) are on hand and then shipped. You may contact Customer Service to request cancellation of a backorder item, up to the point when the shipment is processed.  Some backorder items are not eligible for cancellation.

    Please note that Special Order items will appear on back order on your order summary. Special and custom orders cannot be canceled.

     

  • When is Sales Tax charged?

    Silmar Electronics charges sales tax in accordance with local and state laws. We will calculate and add the appropriate sales tax to your order total at checkout.

  • How do I apply for a line of credit?

    To apply for a line of credit with Silmar Electronics, please fill out and submit the Application for Credit form. Once the form is received and reviewed, your account will be set up with an approved line of credit and credit terms. The approximate turnaround time to process your request is 2 business hours.

  • When does buyer credit card get charged for purchase?
    Your account will be charged when the order enters the shipping or pick up process. If you pay with a credit card, Silmar Electronics will not charge you until the order enters the shipping or pick up process.
  • About ACH
    You can pay open invoices with an ACH-enabled U.S checking account. To use ACH as a payment option you will need to enter the following information at the payment stage of the checkout process:
     
    •  Enter the ABA code (Bank Routing Number)
    •  Enter the account number (The account must be an ACH-enable US checking account)
    •  Select the check type (Personal or Corporate)
    •  Enter the name of the main account holder

    By entering the required banking information, you authorize a debit to your checking or savings account for the amount you specify, for a single occurrence. 

    After submitting your payment, you will receive an email confirmation when the payment has been accepted.  The payment will be posted to your account within four business days.

    Note: You may be charged a return fee for any ACH debit transfer request that the holding financial institution rejects for any reason.

  • How will I receive confirmation of credit approval?

    After you submit a credit application, please allow 2 business days for processing. Once your account is activated and ready for use, you will be notified via email. 

  • How do I pay for an order online?

    You may pay for your online order using your credit card or open terms on an active Silmar Electronics account.  For your convenience, we accept American Express, Discover, MasterCard and Visa.  In the near future we will provide Customers with the option of using PayPal for payment of an order.

  • Why do charges appear on my credit card statement after I have canceled my order?

    For order cancellations, or for charges related to order cancellations, please contact Customer Service. We will be happy to resolve any issue for you.

  • Do you accept cash on delivery?

    No, Silmar Electronics does not ship orders C. O. D. 

  • How can I receive assistance on my shipment?

    If you have questions regarding the shipment of your order or if you need to make changes to the method of shipping selected during checkout, please contact Customer Service.

  • How do I find product warranty information?

    Some Manufacturers provide a limited warranty on select products. Please refer to the warranty information enclosed with a product, which details terms and conditions. If you cannot locate warranty information in a shipment, or if you have questions regarding a product's warranty, please contact Customer Service.

  • How do I view my Account's prices for products featured online?

    Prices for online products are competitively set and available to the public. Silmar Electronics Customers with a registered account may be eligible for exclusive discounts on items they regularly order. For these Customers, after logging in, online prices will reflect the pricing specific to the Account. 

  • How do I make a return?

    We want you to be 100% satisfied with your order. Should you have any concern with an item that you have purchased from us, please contact Customer Service for assistance. To request a return, please review our Return Policy.

  • Can I give a purchased item to a Delivery Driver to return?

    Our delivery drivers cannot take responsibility for product returns unless Customer Service has issued a Return Authorization Number and the driver is instructed to pick up the item from your place of business.

  • What should I do if my items are broken or damaged when I receive them?

    We take great care to have delivered goods counted and checked prior to shipping them.Upon delivery of any package, do a careful examination for damaged or shorted items and make a notation on the carrier's receipt. Please note that by giving the carrier a signed receipt accepting the goods without notation of damage or shortage, you assume responsibility for the condition of the packaged items. Damages and shortages must be noted along with your signature. In order to receive a refund or exchange for damaged or shorted items, you must contact Customer Service within 48 hours of receipt. For more information, review our Return Policy.

  • How do I receive or accept a delivery?

    When delivering to a non-residential address, someone must be present to accept delivery of a shipment and sign the Bill of Lading. Before signing, please inspect all boxes/cartons and note any damages and discrepancies on the Bill of Lading and/or with the driver at time of delivery. All reports of damage and a request for return should be received no later than thirty (30) days after receipt of shipment. To return goods, please review our Return Policy and contact Customer Service.

  • What is my estimated delivery lead time?

    Your estimated arrival date is determined by the date of shipment from the distribution center and the shipping method you select at the time of checkout. Most In-Stock orders are shipped within 1 to 2 business days of receiving an order. Products listed as "Special Order" will be shipped at the earliest possible date.

    Shipments travel on normal business days. Please take into account federal holidays and possible inclement weather when placing your order. We will make every effort to deliver your order on the requested date.

     Shipping Method

     Order Date

    Normally Ships

    Estimated Arrival

    Standard Ground

    Monday - Friday

    1-2 Business Days

    2-7 Business Days

     Next Day Air

    Before 10am EST Mon-Fri

    Same Day

    Next Business Day

    After 10am EST Mon-Fri

    Next Day

    2 Business Days

     2nd Day Air

    Before 10am EST Mon-Fri

    Same Day

    2 Business Days

    After 10am EST Mon-Fri

    Next Day

    3 Business Days

     All Special Orders

     1-4 Weeks

     1-3 Business Days

     2-5 Weeks from Order Date

    In-Stock items coming from our Miami warehouse have the following lead times: 1-3 days for Florida destinations; 7-10 days for Mid-Coast destinations; and 10-14 days for East Coast destinations.

    All items not stocked in our warehouse have a 10-14 day lead time from the Manufacturer's point of origin.

  • How do I know my estimated delivery lead time for a backorder item?

    Once your order is submitted, our e-commerce team will send you an email with the delivery lead time.

  • How does Silmar calculate Shipping cost?
    Shipping cost is determined by a few factors, the most important being the shipping speed selected to your destination which depends on your time frame (UPS Ground, 3 days, 2nd day, or next day service). In addition to the shipping speed, the distance from the original shipping location to the final destination, package dimension, and weight also determine the shipping calculation by UPS. If you would like you may estimate the shipping cost of your order in the shopping cart before completing checkout.
  • Do you offer rush shipping?

    Expedited shipping is available, including 2-Day and Next Day delivery (with the addition of Saturday Air under certain circumstances). Orders must be submitted prior to 12:00 am Eastern Standard Time in order to receive expedited delivery in the timeframe specified. Expedited orders placed after 12:00 pm Eastern Standard Time or on Saturday/Sunday normally ship the next business day. Some orders may be subject to verification of billing/shipping information and may therefore be delayed.

    Silmar Electronics works tirelessly to have shipments arrive within the specified timeframe. During times of heavy order volume, expedited shipments may take longer to process. Therefore, we recommend you plan accordingly. To ensure delivery timeframes, order early during peak times and holidays, such as Easter, Mother's Day, Thanksgiving, Christmas, and New Year's, as well as when schools resume in late-August and mid-January.

  • Do you ship to P.O. Boxes?

    No, Our current UPS shipping service is not able to deliver products to a P.O. box. To better serve you, we need to confirm the physical address to where we would be shipping your orders made online. Make sure you provide your correct shipping address when you are filling out the registration form.

  • How can I calculate my shipping costs?

    When placing your order, you may choose from several methods of shipment and you will be able to select the method and pricing that best fits your needs. 

  • What locations do you ship from?

    Stock orders ship from our distribution center located in Miami, Florida. Shipping charges are automatically calculated using the distribution center as the point of origin. 

  • What destinations do you ship to?

    Silmar Electronics currently ships to any public street address in the 48 continental states. Orders cannot be delivered to PO Boxes.

    In rare cases where the delivery company is not able to complete a delivery due to accessibility, we will attempt to notify you and help arrange for you to pick up the order at the carrier's nearest terminal. Orders may be held for reasons including, but not limited to, inaccessible destination address, incorrect contact information or an insufficient address. You will be responsible for any storage costs, redelivery charges or other fees that may result from holding the order at the terminal.

    Each order may only have one "ship to" address. If you require multiple "ship to" addresses, please order separately for each address. Minimum order and freight policies will apply to each order, and orders may not be combined.

  • What shipping methods do you use?

    Silmar Electronics ships orders to both commercial and residential addresses. Commercial addresses are defined as business addresses situated on commercially zoned real estate, as determined by the freight carrier. Businesses operated from a house, apartment or other dwelling are not considered commercial addresses and will be charged any applicable residential delivery fees. 

  • Will I be charged for freight fees?

    When ordering special order items not stocked in our warehouse, a freight charge may be assessed in accordance with the freight chart. 

  • Will my shipment be split?

    Whether an order has split shipments depends on the items ordered and whether the product is stocked in our warehouse. In-Stock items ship from our warehouse within 1-2 business days after the order is placed in the system. Special order or backorder items will be ship as soon as we receive them from the manufacturer and generally take 10-14 days.

  • Do you ship internationally?

    At this time, we are unable to ship online orders internationally. If you have a freight forwarder, we can assist you with shipping to that address. Please contact your International Silmar Sales Rep to check availability for these arrangements.

  • How do I contact Silmar Electronics?

    You are welcome to contact Silmar Electronics by way of phone, fax, email, Monday - Friday 9am to 5pm EST.

     

    Customer Service: 305-513-0484

    Fax: 305-513-9678

    Email: marketing@silmarelectronics.com

  • How do I apply for a job and join the Silmar Electronics team?

    We welcome applicants who do their best work and then strive to do even better. Join us and be an employee of a company with a superior reputation, unwavering values, rich history, and a powerful connection to its customers. If this sounds like a good fit for your future, contact us to send us your information in the link Contact Us, subject: Hiring / Human Resources.

  • How do I request a Silmar Electronics Catalog?

    Our catalog can be found online on our website. You can also click here.
    Or if you are looking to review by brand you can click here.

  • How do I request to be contacted by a Outside Sales Manager?

    If you would like to be contacted or visited by a local Silmar Electronics  Outside Sales Manager, please go to our Contact Us page and fill out the inquiry form. An Outside Sales Manager will contact you, usually within 2 business days of your request. 

  • How can I request assistance from an Equipment Installer?

    Silmar Electronics works with highly experienced equipment installers. We can provide you with a referral or help arrange a consultation with an installer. Please contact Customer Service for more information.