Customer Service

Placing Orders

 

Placing an Order

If you would like to speak with our sales department before placing an order,  or have questions, please call or live chat with us anytime Monday thru Friday from 8:30 am - 5:30 PM EST.

  • Order by telephone:  (800) 223-4348 or (301) 212-9260
  • Email your representative directly or sales@Identicommtechnologies.com
  • Fax your order to us:  301-869-0769


Purchase Orders

We gladly accept purchase orders from customers. If you would like to setup an account, please download and complete a credit application. Then fax your completed application, along with your purchase order to us at (301) 869-0769 or email it to sales@Identicommtechnologies.com

 

Pay by check
We  accept company or personal checks. Your order and payment can be mailed to:

IDENTICOMM TECHNOLOGIES
Attn: Accounts Receivable
PO Box 86046
Gaithersburg, MD 20886-6046


Paying by Credit Card

We accept Visa, MasterCard and American Express.


Bank ACH

We participate with corporate and government entities that wish to pay by ACH. Please contact our accounting department at ext. 8 for more details.

 

Wire transfers
For bank wire instructions, contact our sales team at (800) 223-4348 or (301) 212-9260, or via email at: sales@Identicommtechnologies.com.  Please note that on orders below $1,000.00 US, we must charge a $25.00 wire transfer fee.

Due to a high percentage of credit card fraud related to offshore orders, we reserve the right to accept or decline wire transfers from customers residing outside of the USA. For long-term customers with order history we will make exceptions.  We apologize to our off-shore customers for any inconvenience and appreciate your understanding.

Technical Support

 

Our technical support team brings over 25 years of certified expertise to help you before, during, and after your purchase.

Technical support is provided for every item we sell including:

  • Card printers, software and cameras
  • System setup and user training
  • Equipment diagnostics & repairs

 

We also provide technical support for third party products not originally purchased through us.  Contact our technical support team team Monday–Friday 8:30am–5:30pm ET at (800) 223-4348 or live chat.

  • Technical Support by Phone:  (301) 212-9260  x.6
  • Toll-free USA or Canada:  (800) 223-4348  x.6
  • Live Chat

 

Schedule A training session today
A training session with our knowledgeable technical support staff will help you become familiar with your system, software and answer your questions.  Training can be be tailored to your needs and specific hardware or software.

ID Card Design - Overview of the design features available in your ID software

Card Issuance - Step-by-step instruction to begin your new ID card program and best practices to implement.

ID Card Printing - Installing, configuration and maintaining your system


Platinum Service Plan
The Platinum Server Plan is designed for customers that rely on their ID issuing day in and day out, and want a all-inclusive unlimited support plan with warranty coverage and priority same day response.  We understand that buying an ID card printer can be a sizable investment. Our exclusive extended warranties are an easy way to protect this investment.

 

With the Platinum Service Plan from Identicomm Technologies, you receive:

  • Live chat support and immediate escalation
  • Priority telephone support and resolution
  • Software patches and updates
  • Parts replacement and labor (excluding printheads after the first year)
  • Fast turn-around on all repairs (average repair time is less than 5 business days)
  • Access to rental equipment to reduce downtime
  • Toll-free technical support for the duration of your printer warranty period
  • Renewable up to 4 years

Even if you did not purchase your printer through Identicomm Technologies, you can still purchase warranty coverage and software support through us.

 

Most items ship same day if ordered by 1:30 PM EST.

Because we have such a large in-stock inventory, we are able to ship 90% of orders within 24 business hours (holidays and weekends excluded) pending credit card verification. Once orders have shipped you may use the tracking number we email you (typically within 24 hours of product shipment) to track your order

Shipping & Will-call Pickup

Will-call pickup is available at our Gaithersburg, MD warehouse. You will be notified when your order is ready for pickup.

All orders unless otherwise stated ship by UPS Ground.

Expedited shipping options are also available for most items, including same day delivery within the MD, DC and VA states. We also offer next-day and 2-day air delivery. Shipping upgrade options and costs vary. Select your preferred upgrade during the checkout process or call for more details.  Please allow extra time for delivery to remote addresses. Please note that orders with expedited shipping still require our standard 24 hour order processing time.

Return Policy

If you've ordered an incorrect item or are you having problems with something you purchased we're here to help. Contact your Account Manager at (800)223-4348. Be sure to have your order number and company name available. We’ll need these to arrange your return or exchange.

Unopened/Unused Items:

Your satisfaction is important to us! If you have purchased an incorrect or unwanted item, you may return it within 30 days of receipt according to the following:

  • All returns require an RMA number,please call or email us to obtain an RMA
  • Product must be unopened and unused
  • Product returns must include original packaging, boxes, instructions, etc.
  • Products must be shipped back to Identicomm Technologies freight pre-paid (customer pays for shipping back)
  • Third-party shipping charges (e.g., FedEx, UPS, etc.) are non-refundable.


Opened & Other Items

We are unable to accept the return of the following items:

  • Opened printers unless pre-authorized by Identicomm Technologies
  • Custom-printed items and custom programmed cards
  • Opened cards, ribbons,laminates and/or printer cleaning kits.
  • Special order items.
  • Installed and/or activated Software

Defective Merchandise (DOA)

If you received a product that is non-functioning or defective out of the packaging, please contact customer service to arrange for a return material authorization (RMA). We will do our best to replace the product as quickly as possible.

Proposition 65, officially the Safe Drinking Water and Toxic Enforcement Act of 1986, is a law that requires warnings be provided to California consumers when they might be exposed to chemicals identified by California as causing cancer or reproductive toxicity.

The warnings are intended to help California consumers make informed decisions about their exposures to these chemicals from the products they use. The California Office of Environmental Health Hazard Assessment (OEHHA) administers the Proposition 65 program and publishes the listed chemicals, which includes more than 850 chemicals. In August 2016, OEHHA adopted new regulations, effective on August 30, 2018, which change the information required in Proposition 65 warnings.

Additional Information about Proposition 65:

For background on the new Proposition 65 warnings, see new-proposition-65-warnings

Proposition 65 and its regulations are posted at proposition-65-law-and-regulations