Shipping & Returns

Where we ship

We ship to physical addresses within the United States and Canada. We do not ship to P.O. Boxes, APO/FPO addresses, or freight forwarders without prior arrangement.

Customers outside the United States and Canada must contact us prior to purchase to confirm availability and shipping terms. International buyers are responsible for compliance with all export and import regulations applicable to the destination country, including any required end-use certifications for regulated test equipment.

For all orders — domestic, Canadian, and international — the buyer is responsible for all applicable sales taxes, import duties, customs brokerage, and any other fees imposed by the carrier or local jurisdiction. By placing an order, you agree to pay these costs.

How we ship

All orders ship with tracking. Tracking information is provided by email at the time of shipment. High-value shipments require signature confirmation upon delivery.

In-stock items typically ship within 2 business days, and we strive to ship same day whenever possible. Items shipped directly from the manufacturer have estimated lead times that vary by product. Feel free to contact us prior to ordering if you require a confirmed lead time. Business days are Monday through Friday, excluding U.S. federal holidays.

All precision equipment is packaged in heavy-duty boxes using expanding foam where available to ensure safe delivery. All other items are packaged with appropriate protective materials to arrive safely.

Shipment issues

Damage in transit

Please inspect your shipment upon receipt. If damage is visible at delivery, refuse the package. For visible or concealed damage, contact us within 3 business days of delivery so we can initiate a carrier claim. Retain the original box, all packing materials, and all contents until the claim is resolved — these are required to recover the loss.

Lost shipments

If tracking indicates your shipment has not progressed for an extended period, or has been marked delivered but not received, contact us within 5 business days of the last tracking update so we can open a trace with the carrier.

Address verification

Please verify your shipping address before placing an order. Once an order has shipped, we do not modify or correct delivery addresses. Any reshipment required due to an incorrect address provided by the buyer will be processed as a new order at the buyer's expense.

Refused or undeliverable shipments

Shipments that are refused at delivery, or that are returned to us as undeliverable, are processed as a customer-requested return. The restocking fee applies. See Shipping Costs on Returns under the 30-Day Return Policy for how shipping charges are handled.

Order cancellations

Orders may be cancelled without charge any time before shipment. Once an order has shipped, it must be handled under the return policy below. Custom-built, made-to-order, and calibration-on-demand orders cannot be cancelled once work has started.

30-day return policy

Returns on eligible products are accepted within 30 days of delivery with an approved Return Merchandise Authorization (RMA). Submit the RMA request form with your order number and the reason for return. Unauthorized returns may be refused or held pending authorization. The return window begins on the delivery date as recorded by the carrier, and returned items must be received by us within 30 days of that date.

Returns are accepted for:

• Defective or misrepresented items
• Customer-requested returns (subject to restocking fee)

Returned items must be in the same condition as shipped, including original packaging, all accessories, manuals, cables, and documentation.

Shipping costs on returns

U.S. orders: We refund the original (outbound) shipping you paid when the return is due to a shipping error on our part, a defective item, or an item misrepresented in our listing. Return shipping is the buyer's responsibility, but we will reimburse return shipping costs in those same cases when accompanied by the return shipping receipt.

When an order shipped under a free-shipping promotion is refused, undeliverable, or otherwise returned for a reason that does not qualify for a shipping refund above, the actual outbound shipping cost we absorbed will be deducted from your refund.

International (including Canada) orders: Due to international customs and shipping complexities, both original (outbound) shipping and return shipping are non-refundable regardless of the reason for return. Return shipping is the buyer's responsibility.

We recommend insuring return shipments and using a trackable carrier service. Castletronics is not responsible for return shipments lost, damaged, or delayed in transit.

Non-returnable items and conditions

Calibration services

Calibration services are performed on a per-order basis and are considered a value-added service. Orders that include calibration-on-demand are not eligible for return or refund once calibration has been started, except in cases of verified defect or misrepresentation.

Any calibration certificate reflects the unit's performance at the time of testing and does not guarantee future performance. Calibration fees are non-refundable once the service has been performed. If a calibrated item is returned due to a verified defect, only the product cost is eligible for refund unless otherwise agreed in writing.

Refunds and restocking fee

Approved refunds are issued to the original payment method within 10–15 business days after the returned item has been received and inspected.

A restocking fee of 20% applies to customer-requested returns of working, unmodified equipment. The fee is waived for:

• Shipping errors on our part
• Defective items
• Items misrepresented in our listing

Manufacturer warranties

New items are covered by the applicable manufacturer's warranty, where one is offered. Warranty terms, duration, and procedures vary by manufacturer. Warranty claims should be handled directly with the manufacturer. We are happy to assist with the warranty claim process where possible.

Questions

Contact us at support@castletronics.com with any general questions regarding shipping, returns, or order status. To start a return, use the RMA request form.