FortiFirewalls Terms and Conditions and RMA procedures
FortiFirewalls Terms and Conditions and RMA procedures


Everything we do at FortiFirewalls is designed to bring you the best shopping experience possible. However, as with most businesses, there are terms and policies that must be put into place that will protect both the customer and the company. We at FortiFirewalls want to make sure there are no surprises. Therefore, we have provided the "Terms & Policies" for doing business with us for your perusal and understanding.


FortiFirewalls will not be liable if you order the wrong product:
We have made it easy for you to find and order the solutions you are seeking. We provide technical specifications and manufacturer part number information so that you can make an educated buying decision. We ask that you please make sure that the item you are ordering is the correct item for the purpose you have in mind for it. If you have questions or simply want to double check, please do check the manufacturer web sites for compatibility and technical information. Most of them do have 800 numbers you can call to talk to a sales or technical person that can answer most of your questions.

If you feel that you have accidentally ordered the wrong product, then please follow the respective procedures below in regards to order cancellation or returns. See…

  • Order Cancellation Policy if you realize the item is wrong before the order is shipped.
  • Return Policies if you realize the item is wrong after the order is shipped or received.

Prices are FINAL at the Time of Purchase:

Our prices are updated on a regular basis. At the time you make a purchase you agree to the listed price. We CANNOT make a price adjustment AFTER an order has shipped. Our costs simply change on a daily basis, and we pass the values along every day. Promotions may not be applied after an order is placed.


You may cancel an order by calling in. However, an e-mail follow-up is REQUIRED to document the transaction.

Email [email protected] If you must cancel an order for any reason, please call our Customer Service Center Toll Free at 800-671-5569. Please leave a message when calling if a customer service specialist is not available. A FortiFirewalls Customer Service Specialist will determine whether the order has already shipped or not. If your order has NOT shipped yet, we can usually cancel the order for you. However, as stated above, if you call in a cancellation request, an e-mail follow-up is REQUIRED to document the transaction.

If the order has shipped before you place the order cancellation request then we will NOT be able to cancel the order. If this occurs, we will gladly accept a return consistent with our NON-DEFECTIVE RETURN POLICY, but we will not be able to refund the shipping and handling fees and you will be responsible for the return shipping to FortiFirewalls. We suggest that you use a return shipment method that issues tracking numbers, so that you can ensure that the item is safely returned to our Returns Warehouse.

For any shipment that is refused, you will automatically be charged a $25.00 or 20%, whichever is greater, fee to cover costs associated with processing your order and return. Shipping costs are NOT refundable.

To request an order cancellation by e-mail, please contact [email protected].


For Defective Products:
We understand that when dealing with 1000's of products every-now-and-then one of our customers may get a defective product. Please understand that it is NEVER our intention to knowingly send out a defective product. Therefore, ALL defective products may be returned for repair or replacement ONLY, at
FortiFirewalls's discretion, within 10 days from the invoice date.

FortiFirewalls offers a PERFORMANCE GUARANTEE so you can be sure the products you ordered will perform well for you, without defects. This is not necessarily a SATISFACTION GUARANTEE. Therefore, we cannot guarantee you will like the color, size, feel, operation, the features and benefits, and etc. of a product. If a product is defective, we will repair or replace it (replace most of the time) at our discretion. Defective OEM, white box, CPU, and memory products will be replaced only. After 10 days the manufacturer warranty applies and claims must be submitted directly to the manufacturer. Any product being returned as defective but found NOT to be defective will be subject to a $30.00 testing fee. If you want to return a product for credit because you don't like it for some reason, please read the following.

For Non-defective Products
All returns, except for defective products (see above), for credit or exchange are subject to a 20% restocking fee and must be returned within 10 days from the invoice date.

All non-defective OEM, white box, CPU, license codes, and memory products may NOT be returned for credit or refund.

Any items that are NOT damaged, defective or incorrectly shipped must be FACTORY SEALED in new and resalable condition and include the original packaging with all unmarked manuals, accessories, and warranty cards.

Certain opened items carry restrictions regarding returns: All toner cartridges, business machines (printers, computers, monitors), software, and consumable products that have been opened may ONLY be returned if there is a manufacturer defect (see returning defective products above). Most manufacturers simply do not allow opened non-defective items to be returned for credit or exchange.

License Codes
Orders for license codes are considered as final sale, non-returnable, and non-refundable ONCE we have e-mailed the code(s) to you. Manufacturers will not take them back. Exceptions to this are on a case-by-case basis and very rare. However, if a code has been installed it cannot be returned under any circumstances. If installed but yet defective, see below.

Please make sure you are ordering the correct SKU for your particular technology needs. If you are not sure which SKUs you need, please contact the manufacturer’s pre-sales or customer service support or search out their websites to obtain the correct SKUs for your particular needs or call or email us.

Please make sure you provide a valid e-mail address and authorize [email protected] as a safe e-mail address.

We are not responsible for the reception of the e-mail containing your code(s) since it may possibly end up your “Junk Mail” or “Spam” folders or may be accidentally deleted. We do keep a record of the e-mailing of the code(s) to the e-mail address you provide in order to show it has been sent and when. If you need the code resent to you, please contact our sales department at 800-671-5569 and we will be glad to have it resent.

Defective/Non-working codes: Once installed, if the software license the code is associated with does not work properly per the manufacturer’s specifications, contact the manufacturer’s tech support line. Make sure to obtain a tech support ticket/reference number. You will need this in case an RMA is required or further assistance is needed by us to help expedite a support issue. Please NOTE: Whether you believe the manufacturer’s support team is to call you back or not, always make it your responsibility to stay in touch with them until the issue is resolved completely. If their solution resolves the issue you are having, please contact them to let them know and have them close out the case. If it does not, then contact them and let them know their suggestion did not work and to keep the case open. Do NOT depend on them to call you back to follow up on an issue. Also, make sure that they understand exactly what the issue is. Any screen shots of error messages that you can obtain and send to them will be helpful.

ALL Returns MUST Have an RMA Number!

For ALL returns, you MUST obtain a Return of Merchandise Authorization (RMA) Number. To receive an RMA Number you MUST e-mail [email protected] and request an RMA Form. If the request is made during our office hours (M-F, 8:30a.m.-5:30p.m. CST) an RMA form will be sent to you immediately. You will receive a response to your request (via e-mail or fax as you specify) within two to three business days. We will NOT issue credits for unauthorized returns. The RMA number is NECESSARY to coordinate returns with our warehouse and accounting departments. ALL returned products MUST BE in 100% complete, resalable condition. Products MUST be returned with ORIGINAL packaging that has NOT been written on or defaced, manuals, blank warranty cards, and other accessories provided by the manufacturer. Incomplete returns will NOT be accepted and will be shipped back to the customer.

Freight & Insurance on Returns:

The customer is responsible for shipping returns to our warehouse. Freight and insurance for shipping the return to our designated returns warehouse MUST be prepaid by the customer. If a replacement or repair is in order, FortiFirewallst will pay to ship the replacement or repaired item back to the customer. We ask that shipments to our returns warehouse be done using UPS or FedEx so that you can get a tracking number and be sure that the shipment does arrive.


You Select Shipping Method at Time of Purchase:
You have several Federal Express shipping options to choose from. We have provided you the option of ground, Priority Overnight, Standard Overnight, 2nd Day Air, Saver and Fed Ex Home Delivery. Total shipping charges are calculated based on the total weight of all the items in your order and on the shipping option you choose. The shipping costs are not refundable.

Processing and Shipping Your Order:
Most credit approved and in stock orders placed before 1 P.M. CST, Monday through Friday, will ship the same day (excluding weekends and holidays). Orders placed after 1 P.M. CST Monday through Friday, on Saturday or Sunday, and or during holidays will be processed and shipped the next business day. Order CAN NOT be shipped to a P.O. Box!

Please take Note:

  • Be sure to follow directions regarding billing information so that your order is not delayed.
  • FortiFirewalls reserves the right to ship via alternate carriers (i.e. UPS, FedEx, and etc.) than requested.
  • ALL packages being delivered will require a signature on receipt from the carrrier.
  • If part of your order has shipped, then there is NO refund on the shipping cost for the order.
  • If there is a problem in fulfilling the order or in shipping the order on time, we will contact you via e-mail as soon as we determine there is a problem. Please keep an eye on your e-mail inbox until you receive your order.
  • FortiFirewalls wants to maximize the value and ease of online shopping. Please let us know if there is anything we can do to serve you better. E-mail your suggestions to [email protected].
  • The advertisement of any product on this site does NOT constitute an offer to sell. Your order or your receipt of an electronic or other form of order confirmation does NOT signify our acceptance of your order, nor does it constitute confirmation of our offer to sell. FortiFirewalls reserves the right at any time after receipt of your order to accept or decline your order. ALL orders placed must obtain pre-approval with an acceptable method of payment, as established by our credit department. We may require additional verifications or information before accepting any order.


Incorrect Pricing and Descriptions:
In the event a product is listed at an incorrect price due to typographical, photographic or technical error, or error in pricing information received from our suppliers,
FortiFirewalls shall have the right to refuse or cancel any orders placed for product listed at the incorrect price. We will notify you by e-mail of the error and let you decide whether or not to continue the order at the new price.

If an item's correct price is lower than our stated price, we will charge the lower amount and ship you the item.

If an item's correct price is higher than our stated price, we will cancel your order and notify you of the price error and order cancellation by way of e-mail. You will, of course, have an opportunity to purchase the item at the correct price, if you so wish, by replying to the same e-mail notification of the price error and order cancellation.

In the event a product SKU/Part # has an incorrect description at the time of your order due to an incorrect upload to our catalog, we will place your order on hold and contact you to provide you the correct information, SKU/Part #, and pricing for the item you are actually seeking. You will, of course, have an opportunity to continue with the processing of your order with the corrected information and pricing, if you so wish. If you choose to continue with the order as corrected and the amount of the order has increased, then we will need to collect the difference between the original order and the higher amount of the corrected order to complete the processing of your order. If the amount of the corrected order is less than the original, then we will refund your credit card the difference between the original amount and the lower amount of the corrected order.

While we make every attempt to verify prices and descriptions before charging your credit card, FortiFirewalls shall have the right to refuse or cancel any orders placed on mispriced or wrongly described product whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is canceled, FortiFirewalls will issue a credit to your credit card account in the amount of the incorrect price.

FortiFirewalls offers among the most competitive prices available on the Net. Combined with our product selection, product availability and service level we are sure that customers will find consistently compelling values at FortiFirewalls. With this in mind, we do NOT "match" competitor's pricing or offer "price protection." At the same time, ALL pricing is subject to change without notice! For large quantity quotes, please e-mail us at [email protected]


The availability of product is always subject to change without notice. Though we do our very best to make sure all items are in stock there are times that a backorder may occur due to events (i.e. unexpected rush of orders on a particular item, unavailable parts to build an item at the time, a supplier changes focus, acts of nature causes supply interruptions, strikes, and etc.) that are beyond our control. Therefore, we nor any of our vendors, can guarantee or promise availability of any particular item. We will, however, do our best to minimize out-of-stock/backorder instances.

If a product you have ordered is not available for shipment, we will do our best to contact you and to let you know by the e-mail and or phone number you have provided us. You will be given the choice at that time to either cancel the order or keep it in force. Therefore, it is very important that you provide us a valid e-mail address and phone number. Anticipated delivery dates are dependent upon our suppliers and other factors beyond our control, and are subject to change.


We at FortiFirewalls also do business over the Internet. Therefore, we understand and recognize your right to confidentiality and are committed to protecting your privacy. We protect the information you provide us when ordering against unauthorized access or release. We will not give, sell, rent, or loan any identifiable personal information to any third party, unless you have authorized us to or we are legally required to do so. From time-to-time, we may enter into an agreement with other companies to send promotional e-mails on our behalf to such companies' customers. If we do, we may provide a list of our customers' e-mail addresses to the other company so that you, as an existing FortiFirewalls customer, will NOT receive repetitive promotional materials. Other than e-mail addresses, no information will be shared with the other company. Such companies will be prohibited from using the e-mail list for any other purpose and will be bound to the terms of our privacy policy with respect to the e-mail list. We may share non-personal, summary, or aggregate customer data with partners and other third parties.


FortiFirewalls does NOT accept international orders. If a USA company had international offices, we will deal only with the USA office.


FortiFirewalls shall NOT be liable under any circumstances for any special consequential, incidental, punitive, or exemplary damages arising out of or in any way connected with the agreement to sell product to buyer or the product, including, but not limited to, damages for lost profits, loss of use, lost data, or for any damages or sums paid by buyer to third parties, even if FortiFirewalls has been advised of possibility of such damages. The foregoing limitation of liability shall apply whether any claim is based upon principles of contract, warranty, negligence or other tort, breach of any statutory duty, principles of indemnity or contribution, the failure of any limited or exclusive remedy to achieve its essential purpose, or otherwise.