Online Help

TROUBLESHOOTING

• None of the Java Applets on your website are working for me.

You may be running a version of Internet Explorer 6.0 on Windows 2000, Windows XP Pro or Windows XP Home that requires an updated Java Plug-in. Since the Microsoft web site no longer provides MS-virtual machine for download, you can now download the updated plug-in directly from Sun's website. Go to http://java.sun.com/getjava/download.html to download and install the Java2 update and the applets will appear again, although you many need to reboot your machine before it takes effect.

• Catalog Registration Issues

• Online Ordering Issues

GENERAL QUESTIONS

Where is LaFox, Illinois?

LaFox, Illinois, the home of Richardson Electronics' corporate headquarters, is a small town nestled in the cornfields approximately 40 miles west of Chicago. A post office and general store are the predominant "downtown" establishments. Take a look at our map (.pdf format) to find us from either of Chicago's major airports.

Why do you have two separate search fields? What's the difference?

"Search the Online Catalog" searches our E-commerce store at http://catalog.rell.com/. It is in our catalog that you can find more detailed product specifications, download datasheets and purchase.

"Search RELL.com" searches our ten "Marketing" websites for information. In these ten websites we feature information about new products, line cards, company information, news, etc. Think of it as interactive product literature.

Since these websites are located in two physically different locations on the Internet, it is not possible for one search to bring back all information from both the catalog and our Marketing websites. If you cannot find what you are looking for in one search, don't give up! Just try the other search or contact us for assistance.

How do I return merchandise?

You may request an RMA number online by filling out a Return Material Authorization Request Form on our Customer Service Page, or you may wish to contact our Order Services Department or your local sales representative. Please note that each return is reviewed on an individual basis, and filling out the RMA request does not guarantee that one will be issued. A valid RMA number is required for all products being shipped back to Richardson Electronics. Product returns not specifying a valid RMA number will be refused at delivery and returned to the shipper.

What are your terms of sale?

You may view our our online terms and conditions as they apply to sales in our Online Catalog by visiting http://catalog.rell.com/rellecom/user/NewEAccountAgreement.asp or, our general terms of sale can be viewed in a .pdf file located titled "Terms of Sale" on the literature page under the heading "Miscellaneous".

ONLINE CATALOG

I can't find prices in the online catalog.

Once you search for a part number or keyword, you will come to a page which shows a list of parts, their name, and stock status. To find out more information about a part, just click on the part number. Components that are listed as "IN STOCK" or "ON ORDER" will display pricing. However, any parts listed as "PLEASE CALL" are not available for purchase online, therefore pricing will not be available for them online. To obtain pricing for those parts, you may contact a Richardson representative.

If I can't find a part in your catalog, does that mean you don't have it?

Not all of the parts we carry are listed in our online catalog, and some parts listed there are not necessarily for sale online. Due to the fact that Richardson Electronics offers Engineered Solutions to its customers, many of the parts we carry can be customized or built into a more comprehensive system based on your needs. There are also cases in which a manufacturer's part number may vary slightly from our part number. So if you can't find it online, please contact us and we will be happy to help you find what you are looking for!

Are there minimum quantities on parts?

Yes, the minimum quantity will show up in the "quantity" field for these parts. However, there are a few exceptions with some parts in which case the customer must be contacted after their purchase to inform them of a minimum quantity purchase requirement.

Is there a minimum order amount?

No, there is no minimum purchase amount requirement. However, keep in mind that the minimum shipping amount for UPS ground is US $8.00.

How do I order?

When you search for a part number or keyword, you will come to a page which shows a list of parts, their name, and stock status. If the stock status is "ON ORDER" or "IN STOCK", just click on the part number and you will get to the part detail page. On this page you can see quantity pricing and order. Some parts may have specifications listed, a photo, and/or a datasheet you can download.

Enter a quantity in the appropriate field, then press the "ADD" button to add the product(s) to your shopping cart. You can continue searching for other parts or check out at that time. If you are not logged-in or do not yet have an account with us, you will be prompted to log-in or register. If you are already logged-in, proceed to the check-out screen to complete your order.

What payment options do I have online?

CREDIT CARD - All of our online customers have the option of paying via credit card. We accept VISA, MasterCard and American Express.

ONLINE CREDIT - Only those customers who have an established account at Richardson Electronics with approved credit terms may utilize their Net 30 or other terms online.

OTHER - Other forms of payment such as wire transfer, e-wallet or PayPal are not available for use through our online catalog. Please contact a sales office near you for assistance with other forms of payment and placing orders over the telephone.

Do you use cookies?

Yes, our catalog shopping cart utilizes cookies to maintain its contents. Therefore, if you shop on one machine and log-in on another, the contents of your shopping cart will be empty. There is no security risk in using cookies, as even though your USER ID might appear on the login page due to a cookie, your password is still required for access to your online account.

What are your online payment options?

New users are allowed to purchase online using credit card only. If you have credit terms set up through Richardson Electronics, you may use those online providing you have an established online corporate account.

Do you ship internationally?

Yes, we do provide our customers outside of the United States with international shipping options. These orders may take slightly longer to process, as they require export documentation, and additional order verification procedures.

Shipping Options: We give our international customers the shipping options of "Fastest Method" or "Cheapest Method". Based on what option is selected, exact shipping charges will be applied before the order goes out. The customer will be notified of these charges before they are applied. Please note that "Fastest Method" may result in significantly higher charges, but "Cheapest Method" may take weeks to arrive.

Pricing: All prices online are FOB LaFox, IL, USA and are subject to change based on exchange rates.

Restrictions: Due to franchise agreement restrictions, not all parts available online are available for sale in all countries.

Sanctioned Countries: Unless authorized by the U.S. Government, Richardson Electronics, Ltd. prohibits the export of its electronic components, engineered solutions and all other products distributed by the company to destinations subject to U.S. embargoes or trade sanctions. Government policy is to deny requests for such authorization in almost all cases. For a list of countries covered by these restrictions, visit http://www.bxa.doc.gov or http://www.treas.gov/ofac/index.html

What happens when a part I ordered is placed on backorder?

Richardson Electronics makes every effort to provide its customers with the inventory they have requested from our E-commerce site. Most backorders are filled within a week and all others are handled through our competent and dedicated Order Services department. Every effort is made to get the parts to our customers as quickly as possible. If you have a question about an order placed online, feel free to inquire online.

Do you accept returns?

Yes, subject to our Return Materials Authorization terms you may request an RMA number. You must have a valid RMA number in order to return products, or the shipment will be refused and returned to you. All returns are subject to review. The terms and conditions of our Returns Policy are governed by United States law and may not be applicable to customers outside of the United States.

Should equipment in need of repair be returned to you or the original manufacturer?

If the unit(s) were originally purchased from Richardson Electronics and still under warranty, it needs to be returned to us, not the original manufacturer. If the product is out of warranty, we can still take it back for repairs, but there may be come repair/evaluation charges associated with the return.  If the product had never been purchased from us in the beginning, we prefer you work directly with the vendor for that repair.

You will still need to request an RMA number before any returns will be accepted (see the question above regarding the acceptance of returns).

CATALOG REGISTRATION

Do I need to register to research your catalog or find a part?

Absolutely not! You are free to look around our website for any information. The only time you are asked to register is if you are going to place an order.

Why do I have to use an assigned USER ID?

We have found that we can more efficiently process our customer's orders with an assigned USER ID. However, you may use your favorite password and can change it at any time.

What is "Linking"? or having a Corporate Online Account?

Linking: If you have ordered from Richardson Electronics before and have an established account number, you may link your existing account to your new web account. If you have an established line of credit with Richardson, linking will allow you purchase using that line of credit in lieu of a credit card. If you have been set up with special dealer or OEM pricing by a Richardson Sales Representative, you will be able to view that pricing online as long as you are logged in before shopping.

What is my "Corporate Account Number" and/or "Access Code" and how do I get it?

Corporate Account Number is the number that was assigned to you within our system the first time you placed an order with us. Essentially, it is your customer number.

Access Code is a special code that is linked to your customer number, when used in conjunction with your corporate account number in the linking process, it helps to verify that you are authorized to set up an account using that customer number.

To obtain this information you will either (1) receive a direct mailing from us requesting that you come register online as a corporate account, or (2) call your local representative, who will verify you as an existing customer and provide you with your corporate account number and access code.

Important Notes:

•  You only need to use the Corporate Account Number / Access code combination ONE TIME - this is when you are setting up your initial account. On all subsequent visits you will use the User ID assigned to you and the password of your choosing.
•  Access Codes will always end in either a ZERO (0) or a ONE (1).
•  Access Codes should always be entered in all upper-case letters.
•  Access Codes and Corporate account numbers will not work at the login page. These are only for use on the Corporate Account User registration page

I registered and now my account is gone - why?

Richardson Electronics reserves the right to terminate any suspicious online account activity. Our online account files are monitored closely on a daily basis and filtered to keep the system clear. Accounts that are subject to filtering include, but are not limited to, an unusual number of accounts for one user, accounts through which we have experienced past fraudulent activities, accounts with clearly fraudulent content, or accounts with profane language contained within the fields. If you feel that your account might have been filtered in error, please contact us and we will be happy to review its status.

How do I register?

1. Go to the registration page in our online catalog.
2. Complete the information requested, especially the fields designated with "**" (required information).
3. Choose a password, and make note of it. It is required on all subsequent visits, along with the assigned User ID.
4. Press "Submit" and review the information displayed.
5. Your user ID will be provided on the review screen. IMPORTANT: Please note your user ID. It will be required along with your password on subsequent visits.

How does Richardson Electronics handle my personal information?

Richardson Electronics does not sell its customers lists. Customer information is for internal company use only. Demographic data may be shared with a manufacturer with whom we are franchised, but no outside sources will ever have access to your personal information.

I am still nervous about ordering online. How do I contact someone in person?

Although we offer assurance that our online ordering is as secure as possible, some people are still more comfortable placing their orders offline. We make a point to offer friendly, personal service to our customers via telephone, e-mail, or personal visit. To find the Richardson Electronics location near you, visit our locations page, call us toll free, or send us a request via E-mail. Someone will make every effort to make sure you quickly get the information you need.

Didn't find the information you were looking for?

Please submit your question and we will respond to you promptly. Since we do update our FAQ page periodically based on the more frequently asked questions submitted here, your inquiry is greatly appreciated.