Getting Setup
Only products and services listed on the invoice will be delivered or rendered as a part of your purchase. If you are expecting something other then what is listed, mention this to your salesperson so they can adjust your invoice. Any changes you make can delay processing of your order.

If you want integrated credit card processing through X-Charge, you need to be responsive with our X-Charge representative as it takes 2 – 4 business days to setup your account AFTER submitting all required items to them. Broadband Internet is also required to process integrated credit cards.

If you want integrated credit card processing through another credit card company, you need to coordinate with that credit card company to acquire a copy of PCCharge Payment Server. Your credit card representative will need to install and configure this on the system when it arrives. Be aware, our support team cannot provide support for PCCharge or other processors, so any support issues related to that product or your processor will need to be directed to your credit card representative or PCCharge directly.

If you are getting financing, your system will not be shipped until you have satisfied all the documentation requirements of the financing company.

It can take our technician up to 2 business days to enter your menu, so ensure your complete menu is sent promptly to your account manager or faxed to 888-816-2713.

Once your system is shipped, you will be required to make any menu changes to your system. Our support staff will train you on how to do this. If you want menu adjustments done by our staff after the system ships, a data entry fee may be required.

Installation
If you are getting an onsite installation, do not open any packages. Only the installation technician should open your packages. If the packages are opened and contents are missing for the install, you will be liable to re-purchase those missing items. If boxes are damaged or partly opened on delivery, contact FoodTronix support immediately to begin the claims process.

You or an authorized and trusted management affiliate must be onsite for an onsite installation. Cross-check the initial inventory assessment with the technician to ensure all delivered goods have been sent. When you or your representative signs the technician’s work order, you are confirming the onsite installation process is complete. It is our policy to speak to you or your representative at completion point to ensure everything is in order before you sign-off.

If you are getting an on-site installation, your site must be completely ready for install before the technician arrives to perform the installation. This includes active power sources readily available to the station, any cabinetry work is completed, and you have broadband Internet access installed and available to be used by our system.

Defective Merchandise and Refund Policy
Customers actively participating in our maintenance programs will benefit for our advanced equipment replacement swap program. This program applies to equipment provided by FoodTronix that is still under warranty and found defective by the FoodTronix support team. The shipping service charge will be determined by maintenance level. Overnight shipping may require a charge. For advanced replacement, you must send back the defective unit in the box provided with the replacement unit within 15-days of receipt, otherwise you will be required to purchase the replacement unit.

System refunds are available for systems purchased outright, not financed. The refund will cover all returned equipment considering it’s condition. Any equipment which is not in like-new condition will be bought back at 40% of it’s invoiced price. All other equipment is subject to a 15% restocking fee. Any labor, installation work, or shipping charges are non-refundable. The refundable period is 30 days from when the system is received from the shipper.

Understanding our Service and Maintenance
Please only use our phone support services after 5:00 PM Central Time if you have an immediate urgent issue. Training or configuration items that could wait till our business hours should wait. This allows us to focus our priority service on customers with urgent issues.

Our normal support business hours are from 8:00 AM – 5:00 PM Central Time, Monday thru Friday excluding Thanksgiving and Christmas.

Our complimentary online training is only available during our normal support business hours and must be scheduled at least 1 business day in advance.

In order to get free phone support or training, you must setup broadband Internet access. If you elect to not get Internet, all onsite visits will be charged according to your maintenance package. We strongly encourage you have broadband Internet installed.

Once your system is shipped, you will be required to make any data changes to your system. Our support staff will train you on how to do this. If you want configuration adjustments done by our staff after the system ships, a data entry fee may be required. We do have data entry specialists, however that is not the role of our support team.

If a technician visits your site as scheduled, and you cause the technician to have to return for an additional visit, you will need to pay $150 before the technician returns for each return trip.

Our 24x7 support phone number is 817-251-9726.