CTL Support

CTL Support
 

Book an Appointment with CTL Service: appointment

 

CTL.net Website Order Placement, Billing or General Questions or Comments

CTL.net customer service is open M-F 8AM - 5PM PST/PDT

LIVE CHAT
Click on the 'Live Chat' button to immediately chat with a representative... or, if we're 'OFFLINE', you can leave a message and we'll get back to you.

CALL OR EMAIL
Toll Free: 800.642.3087
E-Mail: websales@ctl.net

Back to Top


In-Warranty Service, Product Technical Support and RMA

CTL is committed to providing both our resellers and the users of our products the best service and support in the industry. For support, you can create an online help ticket, use live chat or call or email:

CREATE AN ONLINE HELP TICKET
Click here to create an online help ticket Note: Please include your serial #, model # and proof of purchase information in the ticket

LIVE CHAT
Click on the 'Live Chat' button to immediately chat with a representative... or, if we're 'OFFLINE', you can leave a message and we'll get back to you.

CALL OR EMAIL FOR IN-WARRANTY SERVICE, SUPPORT, WARRANTY and RMA (For additional RMA information, see the Returns section below)
Toll Free: 800.645.8670 E-Mail: support@ctl.helpserve.com

SELF HELP


WILL-CALL AND DEPOT SERVICE CENTER
CTL's Will-Call and Depot Service Center is located at our Portland, Oregon facility:

9700 SW Harvest Ct
Building #100
Beaverton, OR 97005
M-F 8AM - 5PM PST/PDT

*Note: Please call prior to coming to our location to ensure that your product is covered under warranty and that replacement parts are ready for you.

WARRANTY INFORMATION
The CTL Warranty
Optional CTL Complete Care Warranty

Non-Warranty Repair Services

CTL's highly trained technicians repair out-of-warranty CTL as well as non CTL branded products such as HP, Lenovo and Dell Laptops, PCs and Monitors. Visit our after-service section for more information or to schedule an appointment.

Back to Top


Shipping & Delivery

CTL uses UPS, Common Carrier Truck Lines and our own delivery trucks to deliver orders. For web orders in which the customer pays shipping, the customer chooses a UPS delivery option. Some orders qualify for free shipping in which case CTL determines the best shipping method. If you live in the Metro Portland area, you can pick up your order by selecting 'Will-Call Pick-Up' at checkout. CTL has a will-call located at our Portland, OR facility. It is open M-F 8AM – 5PM. The address is:

CTL
9700 SW Harvest Ct
Building #100
Beaverton, OR 97005

The total time between placing your order and receiving you order is based on the amount of time it takes to get payment authorization, order processing, and the transit time from the carrier. This can range from 24 hours to 10 days for in-stock items. If the item(s) on your order are in-stock, we will ship them as soon as possible from our main Portland, Oregon warehouse or from one of our secondary Distribution Warehouses. If the item(s) on your order are out of stock, they will not be shipped until we have received and processed the backordered inventory in our warehouse.

We custom build Laptops, Netbooks, Nettops, PCs and Servers to order. These items are produced according to our production schedule. We make every effort to build these systems within 5 working days after we receive your order. We are sorry but we cannot ship any orders to P.O. Boxes at this time.

Back to Top


Privacy & Security

Click here to download our privacy statement disclosing the privacy practices for the CTLwebsites. CTL respects the privacy of the users of our sites and has made every effort to inform users of:

  • What personally identifiable information of yours or third party personal identification is collected from you through the web site
  • The organization collecting the information
  • How the information is used
  • With whom the information may be shared
  • What choices are available to you regarding collection, use and distribution of the information
  • The kind of security procedures that are in place to protect the loss, misuse or alteration of information under CTL control
  • How you can correct any inaccuracies in the information

If you feel that CTL is not abiding by its posted privacy policy, you should contact websupport@ctl.net by email or by phone at +1.800.642.3087. This website takes every precaution to protect our users' information.When users submit sensitive information via the website, your information is protected both online and off-line. When a form on our site asks users to enter sensitive information (such as credit card number and/or social security number), that information is encrypted and is protected with the best encryption software in the industry SSL. While on a secure page, such as our order form, the lock icon on the bottom of Web browsers such as Netscape Navigator and Microsoft Internet Explorer becomes locked, as opposed to un-locked, or open,when you are just 'surfing'. While we use SSL encryption to protect sensitive information online, we also do everything in our power to protect user information off-line. All of our users' information, not just the sensitive information mentioned above, is restricted in our offices. Only employees who need the information to perform a specific job (for example, our billing clerk or a customer service representative) are granted access to personally identifiable information. Our employees must use password-protected screen-savers when they leave their desk. When they return, they must re-enter their password to regain access to your information. Furthermore, ALL employees are kept up-to-date on our security and privacy practices. Every quarter, as well as any time new policies are added, our employees are notified and/or reminded about the importance we place on privacy, and what they can do to ensure our customers' information is protected. Finally, the servers that we store personally identifiable information on are kept in a secure environment, behind locked doors. If you have any questions about the security at our website, please contact us at info@ctl.net.

Back to Top


Returns for Refund, Exchange or Credit (RMA)

Items purchased directly from CTL can be returned for refund, exchange or credit as follows:

  • Items must be returned with the original packaging and all accessories and documentation in new condition.
  • If an item is returned with missing, worn or damaged accessories, manual, or packaging, a refund, exchange or credit may be denied or restocking fee could be applied.
  • Subject to items above:
    • Items returned for refund, exchange, or credit within 10 days of purchasing will not incur a restocking fee.  Shipping & Handling charges will not be refunded.
    • A 15% restocking fee applies to items returned within 11-30 days.
    • A 30% restocking fee applies to items returned within 31-60 days.
    • After 60 days from purchase, and at any time for an item that CTL determines is in-warranty and defective, CTL will repair or exchange the item subject to the RMA & Warranty policy listed below.
  • Due to licensing restrictions, we cannot accept returns on opened software.
  • Special order items are not eligible for return.

To contact our Returns department, visit our Support Center at http://ctl.helpserve.com and select 'Submit a Ticket', then select 'Returns / RMA'. Customers will be issued an RMA number and instructions for returns when approved by our Returns department. Note that we cannot accept items sent to CTL without a valid RMA number and that RMA numbers are only valid for 10 days after we issue them. Also, please note that customers are responsible for paying shipping on returns back to CTL.

 

RMA Policy & Warranty Procedures

 

For an item that CTL determines is in-warranty and defective, CTL will repair or exchange the item subject to the warranty policy listed on www.ctlcorp.com/shop. If you feel that you have a defective item, please visit our online Support Center at http://ctl.helpserve.com for information on how to troubleshoot the problem. If you are unable to resolve the problem from the Support Center, you can submit a support ticket. If CTL technicians determine that the item is in-warranty and defective they will issue a Return Merchandise Authorization (RMA) number to return the item for repair or exchange. Note that we cannot accept items sent to CTL without a valid RMA number and that RMA numbers are only valid for 10 days after we issue them.

Customers who have purchased CTL, Nexus, 2go or other CTL items from CTL Authorized Resellers should contact their reseller directly for their reseller's terms and conditions and for warranty fulfillment. In the event that an Authorized Reseller is unable to fulfill CTL's Warranty, customers who purchased a CTL product from an Authorized Reseller may submit a ticket to our Returns department to obtain an RMA number and procedures for Warranty fulfillment. Note that proof of purchase information is required.

  • For in-warranty Repairs and RMA exchanges, the customer is responsible for paying for shipping to CTL and CTL pays for return shipping to the customer.
  • Items must be returned with original packaging and all accessories and documentation.
  • If the item is returned with missing, worn or damaged accessories, manual or packaging, an exchange may be denied or restocking fee could be applied.
  • Customer is responsible for backing up any data prior to sending to CTL for repair. CTL is not responsible for any data loss that may occur during in the repair process and reserves the right to re-install operating systems and/or any software originally shipped with the machine if CTL deems this necessary.

Back to Top


Ordering

To order you need to select the "Add to Cart" on each product you would like to purchase. Then it's a simple process of following the steps through to the completion of your order.

Back to Top


International Ordering with International Checkout

CTL has partnered with a trusted third-party company, International Checkout, to fulfill orders for our International customers. Simply put the items you wish to purchase in our Shopping Cart and choose the "International Checkout" option. Your items will be transferred to International Checkout for processing. You may pay by International credit card, PayPal or bank transfer. International Checkout will process your order, including billing, shipping and customer service. Once your order is completed, all inquiries should be directed to International Checkout at support@internationalcheckout.com. Please visit the International Checkout Customer Service page for more information and phone numbers in your area.

Back to Top


Payment, Pricing, & Promotions

We accept Credit Card (Visa, MasterCard, Discover and American Express), Paypal and Google Checkout. We do not COD orders for your security and ours. To pay for an order using any of the above cards, simply select the items you wish to purchase, proceed to checkout and select the relevant card at the payment page, entering your credit card details.

For orders picked up in Will-call, make all checks to: CTL Corporation.

Your credit card is charged at the time you place your order. If you decide to cancel your order we can void the transaction or refund your credit card as needed. We cannot accept COD orders. All orders must be paid in full prior to delivery.

CTL makes every attempt to maintain the lowest prices on the items we offer, but price changes do occur, sometimes overnight. As a result, prices on items stored in your Shopping Cart are subject to change until you have actually placed your order and it has been accepted and confirmed by us in email.

Back to Top


Viewing Orders

You can check your account and the status of your orders by clicking here.

Back to Top


Updating Account Information

Update your account information by logging in to your account here.

Back to Top

Newsletter

© 2014 CTL. All Rights Reserved.

  • skrill
  • paypal
  • express
  • master card
  • visa