Frequently Asked Questions
1. When can I expect my order to arrive?
Prompt, reliable service is our first priority and the reason why we guarantee all orders placed before 2:00pm to ship out the same day they're received. Orders shipped via UPS Ground to customers in the S.F. Bay Area generally have a 95% chance of arriving the next business day. Orders shipped outside of the Bay Area within the contiguos United States typically arrive in 1 - 5 business days, varying on location. For expedited shipping we offer 1 day, 2 day and 3 day delivery options with prices automatically calculated based on weight using current UPS rates.
2. What is your shipping policy for orders outside of the contiguous United States?
Orders placed outside of the contintental United States are charged standard UPS shipping rates according to the weight of your order. Please call us toll free at 855-880-7500 or e-mail us with the products and quantities you're interested in purchasing to receive a shipping quote. All taxes, fees and duties levied by customs or domestic tax agencies are the responsibility of the customer. International customers looking to place orders outside of the U.S. are taken on a case by case basis, so please call us to see if we can help you.
3. What is your return policy?
We accept returns within 15 days of your purchase, refunding your original order amount minus a 20% restocking fee. All supplies being returned must be unused/unopened while any equipment being returned must retain its original packaging and be in resaleable condition. If you wish to return something, please call us toll free at 855-880-7500 for a Return Authorization and ship it at your expense to Saddle Point Systems, 2608 Ninth Street, Berkeley CA 94710; products returned without an authorization will not be refunded. If an item you ordered was shipped incorrectly or defective, please contact us for immediate assistance with resending the correct items or refunding your money in full.
4. I need binding supplies in a size/color not listed on your website...can you still help me?
Of course. As authorized dealers for binding supply manufacturers like Powis Parker, PVC, Akiles and Tamerica we have access to every color and size in their product line. The binding supplies listed on our website reflect the sizes and colors that we stock in our warehouse (based on popularity and consumer demand), so all items not kept in inventory incur a flat special order charge of $15.00, regardless of quantity ordered. For more information regarding special orders or a complete list of available sizes/colors, e-mail us at firstname.lastname@example.org.
5. Can you fix my broken machine?
All machines purchased through Saddle Point Systems include a limited One Year Manufacturer's Warranty which covers all parts and labor required to fix your machine. You are, however, responsible for transporting the broken equipment to and from Saddle Point Systems, including freight cost. Customers purchasing new equipment within the greater S.F. Bay Area* can take advantage of our prompt on-site repair service by purchasing an affordable Performance Guarantee Service Agreement up to 30 days after the original invoice. The service agreement guarantees the machine's smooth operation and covers all travel time, labor and parts required for our technician to visit your place of business and fix your machine if it ever goes down. Additionally, if we can't repair your machine on-site we'll leave you a comparable loaner while our technicians are working out the kinks.
If you purchased a machine from us but it's no longer under service or warranty, we charge a flat repair rate of $145/hour. For customers requiring on-site service within the Bay Area, there is an additional $65/hour travel charge. Malfunctioning equipment not purchased directly through Saddle Point Systems is taken on a case by case basis. For more info regarding our Performance Guarantee Service Agreements or how to have your binding or finishing machine repaired, call us toll free at 855-880-7500 or email us with your issue.
Saddle Point Systems services equipment in the California counties of Alameda, Contra Costa, Marin, Monterey, Napa, San Benito, San Francisco, San Mateo, Santa Clara, Santa Cruz, and Sonoma, including the following cities:
Half Moon Bay
Los Altos Hills
| San Mateo
So. San Francisco
If your business is not within our territory, call us toll free at 855-880-7500 and we'll be happy to direct you to your nearest service provider.
6. How do I know which binding or finishing system is right for my business?
When trying to pick out the right equipment for your business' needs, there are a number of important factors to consider that run deeper than the price tag. Does your production volume justify the cost? What kind of look do you want your documents to have? Do you need a versatile machine capable of tackling any challenge thrown at it or something that does one task and does it well? Is it easy to use? With hundreds of machines from dozens of manufacturers all considered "document binding equipment," we know it's difficult to decipher between the pros and cons which is why we encourage our customers to call us toll free at 855-880-7500 for a consult or to set up a free demonstration at their place of business.
7. Can I drop by your office to see your binding equipment?
If you're in the Berkeley area and would like to drop by our office for a general overview and hands-on demonstration of our document binding solutions, we're happy to have you. We do request that you call beforehand to make sure someone in the office is available to demonstrate the equipment. We're open Monday through Friday, 8a.m. to 5p.m. and our address is 2608 Ninth Street, Berkeley, CA 94710.
8. What payment methods do you accept?
For orders processed through our website, we accept Visa, Mastercard and American Express credit cards as well as PayPal payments. For our local Bay Area customers, give us a call to set up an account payable by check with Net 30 terms.
9. Can I get a copy of the instruction manual for my machine?
We do our best to make all operator manuals and reference materials associated with equipment we sell available for download on our Manuals & Downloads page in .PDF format. If you don't see the manual you're looking for, e-mail us at email@example.com with your request and we'll send you the correct information in a timely manner.
10. Does Saddle Point Systems bind and customize documents?
At this time we are not taking any document binding or customization jobs, but are happy to refer you to a copy shop or book bindery in your area that can help you with your project. Just e-mail firstname.lastname@example.org with your job's specifications and we'll let you know the best place to go.