Arcadian will be closed on Monday, May 30th. Click here for more details

FAQs

Click on a frequently asked question to view the answer. For any other questions, contact us at customerservice@arcadianinc.com.

Shipping Questions

Do you offer to blind drop ship orders?

Yes, we do offer Blind Drop shipments. We do this every day for many of our customers. The items will be packaged in a plain brown box with no Arcadian logos or company name. We are unable to add your Company Name and/or Return Address on the labels. The return address provided on the box will be:

Fulfillment Center

2219 S. 48th Street, #A

Tempe, AZ 85282

I received the delivery date for my order and it is very far out, how do I expedite my order?

Please submit an email to the Customer Service Team (customerservice@arcadianinc.com), include your web order, and they will submit an expedite request with the manufacturer.

Do you ship internationally?

Yes, we do ship internationally. Please note duties, taxes and/or customs clearance fees are the responsibility of the individual receiving the package.

I need my shipment re-routed.

We typically do not re-route packages as in our experience carriers typically lose these packages. If we do re-route this package for you, Arcadian does not assume liability for the package if it is lost and/or damaged in transit.

I need my product delivered on a Saturday.

We typically do not offer Saturday deliveries as they incur an additional charge with the carrier. If you would like a Saturday delivery you will need to use your own UPS or FedEx account at check-out. Also, in the check-out notes add that you would like to request Saturday delivery. Please note that the carrier will bill you for this. I would also make contact with the carrier you are using to ensure they offer Saturday delivery to the ship to address as this is not something that Arcadian can guarantee on the behalf of the carrier.

How do I track my shipment? How do I get updates of my order?

You will receive web order confirmations via the email you used to place the order with. Please be sure to check your junk/spam folder in case the notifications are being routed to that folder. You will also receive tracking information as soon as your order ships out. We will notify you of any unexpected delay via email. If you have any further questions, please email the Customer Service Team (customerservice@arcadianinc.com) for further assistance.

Where do you ship from?

Our warehouse is located in Tempe, Arizona.

Do you ship same day?

All in stock items ship same day as long as your order is placed and received prior to our shipping cut-off time, 4:45pm Eastern.

Financial/Tax Questions

We are tax exempt, how do I place my order so that I am not charged tax at check-out?

Please submit your tax exempt certificate via email to Customer Service (customerservice@arcadianinc.com) and they will make you a tax exempt account.

How do I obtain a copy of my invoice?

Typically invoices are emailed by the Accounting Department within 24-48 hours after your order ships. You can also request a copy of your invoice by emailing the Account Department at accountingarc@arcadianinc.com.

Do you accept wire transfers?

Unfortunately at this time, we do not accept wire transfers. You can pay with Credit Card or Paypal via our website.

Can I please have a copy of W-9 for our records?

You can email the Customer Service Team (customerservice@arcadianinc.com) your request and they will get back to you shortly.

If I want to order a large quantity, can you provide me with a discount?

Please email the Customer Service team (customerservice@arcadianinc.com) your requirements and we will review your request in 15 minutes or less. Usually discounts can be offered for large orders.

What forms of payment do you accept?

We accept all major credit cards and PayPal at check-out.

I have a purchase order that needs to be processed.  Who do I send it to and call to provide my Credit Card information?

We appreciate the opportunity to support your requirements. In order to better serve you and improve our business processes, all orders are now processed through our website. When ready, please proceed by placing your new order through our web portal. At check-out, you can add a note to include your PO# on the packing slip.

I would like to set up NET 30 payment terms. How do I apply for payment terms?

If you would like to set up payment terms please click the link below and complete the brief credit application via our website. Typically, requests for credit terms are reviewed and responded to the same day. However, the process can take up to 2 business days. Please be sure to provide your D&B / DUNS number as this information is required for the review process. http://www.arcantenna.com/credit

I need you banking info to set you up as a vendor in our portal.

Our banking information is provided if you are approved for Net30 terms. Please follow the link below to complete the Net30 application and if approved the accounting department will provide you with the banking information. If you are not looking for Net30 terms, you can pay using a credit card or PayPal at check-out. All orders are to be placed via our website. Net 30 application: http://www.arcantenna.com/credit

Order Questions

How do I cancel my order?

Please email the Customer Service Team (customerservice@arcadianinc.com) and they will be able to assist you with your cancellation request. Please include the reason for cancellation in your email so that we can improve for future orders.

The product I received is defective, I would like to return it.

Regarding defective units, most products are covered by the manufacturer’s 1 year warranty. If you have a defective unit you can email Customer Service (customerservice@arcadianinc.com) and based on the product manufacturer and their corresponding warranty we will be able to assist you. In some cases, we will require the serial#(s) of the defective product.

Can I pick-up my order from your facility?

At this time, we are unable to provide pick-ups from our facility.

How can I work with you to ensure you always have stock of the items I order? Can I provide you with a forecast?

If you would like for us to begin stocking certain part(s) for you, we can arrange a blanket order. You can use a credit card for this purchase or also apply to NET30 payment terms by completing the application on the following link http://www.arcantenna.com/credit;  it usually takes up 2 business days to complete the process. By placing a Blanket Order, we will bring all ordered parts from your blanket order into our stock and hold them specifically for you. This will allow you to push & pull deliveries as necessary and avoid manufacturer lead time issues/and or manufacturer production delays. Without a Blanket order on the books, your future orders may be subject to the full manufacturer lead time. Please note all blanket orders are non-cancelable / non-returnable and all parts on the blanket order must be shipped out to you within 1 year of the date the order was placed. A signed NCNR Agreement will be required for a blanket order.

Do I need to place an order ahead of time to be sure I secure the quantity I need?

We would highly recommend you place your orders ahead of time so that we can reserve any stock (in stock and/or incoming) specifically for you. Please note our stock is subject to change daily. If you do not place your in advance, you may be subject to standard manufacturer lead time.

Other FAQs

I am calling but no one is answering the phone and it is going to voicemail.

In order for us to be able to best serve all customers and provide competitive pricing we communicate mainly through email. You can leave a voicemail or email Customer Service (customerservice@arcadianinc.com) and they will respond to your inquiry in 15 minutes or less during business hours! We are open Monday-Friday, 8:30am-5:00pm Eastern.

What is your return policy?

You are able to return unopened, unused product within 1 year of your purchase date. You must arrange shipping back to our facility within 30 days of the issued RMA. Credit is issued once parts are returned to our facility. Please note all cables and connectors are NON-CANCELABLE / NON-RETURNABLE. We do not offer exchanges.

How do I obtain a formal quote?

You can email the Customer Service Team (customerservice@arcadianinc.com) your quote request and they will get back to you shortly.

How do I check stock of a product and/or lead time?

Most stock and lead time information is located directly on the product page. You can also email the Customer Service Team (customerservice@arcadianinc.com) your stock check request and they will get back to you in 15 minutes or less.

Do you offer custom coax cables? I do not see the cable I need on your website.

As you can imagine the possible cables combinations are endless so we do not have every single cable listed. You are able to build a custom coax cable using our cable builder: https://www.arcantenna.com/collections/cable-builder. If you require further assistance, please email the Customer Service team (customerservice@arcadianinc.com) and they will be able to assist you with your cable request. Please note all cables are custom, made to order and are non-cancellable / non-returnable.

I want to purchase a specific part# but it is making me buy a certain amount and I do not need that many. What can be done?

Unfortunately these are manufacturer instated MOQ (minimum order quantity) requirements that we cannot break.

I want to enter my PO# at check-out. How can I do that?

After adding the items to your cart, at the top of the screen you will see your Shopping Cart and a box titled “Customer PO#” that you can fill in. Please reference the image below:

Can I have you install a connector on the mount I need? 

Kindly notice that we do not offer that service at this time. Please email the Tech Support Team (techsupport@arcadianinc.com) to see if they can make a product recommendation with a connector already installed.