This policy explains how CTW Distribution ships wholesale orders and how returns, exchanges, and warranty claims work for approved dealer accounts. It is part of our Terms & Conditions. These are wholesale, business-to-business terms.

Order processing

Orders are typically processed within 1–2 business days. Orders placed on weekends or holidays are processed the next business day. You will receive confirmation when your order ships.

Shipping & handling

Shipping & handling is calculated at fulfillment — based on the weight of your order, the carrier, and the shipping type. We do not charge a flat rate and we do not quote shipping at checkout.

  • At checkout, your order total covers the products. Shipping & handling appears as a pending line labeled "calculated at fulfillment" — it is not $0 and not a flat rate.
  • Handling and packing are combined with shipping into a single Shipping & Handling charge.
  • Shipping & handling is billed before fulfillment: the credit card or ACH method on file is charged at fulfillment, or the balance is due at delivery for COD.
  • We currently ship within the United States only.

Because shipping depends on weight and carrier, the exact amount is set when your order is packed and shipped, and charged to your method on file per your dealer payment terms.

Delivery & tracking

Delivery times depend on your location and the carrier. Once your order ships, we provide tracking so you can follow it to your store. CTW is not responsible for carrier delays outside our control.

Damaged or incorrect items

If your order arrives damaged or incorrect, contact us within 7 days of delivery at dealers@ctwdistribution.com with your order number and photos. Damaged or incorrect items are handled as defective exchanges (see below).

Exchanges (defective items only)

Exchanges are available only for defective items. To qualify, the item must be returned in its original condition:

  • Original box intact and all accessories included.
  • The device in the same grade it was received (New for New, A-Stock for A-Stock, B-Stock for B-Stock).

CTW tests all returned devices. Items that are not defective, or that are returned out of their original condition or grade, are not eligible for exchange.

Warranty

  • New devices: 7-day CTW warranty. After 7 days, warranty claims go through the manufacturer.
  • Refurbished / A-Stock / B-Stock: 60-day CTW warranty.

Within the warranty period, the dealer ships the device to CTW. CTW will repair it, or replace it with the same model and condition. If that model/condition is unavailable, CTW issues an account credit. A warranty claim is never resolved with a cash refund.

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