Have a question about your product or order? Browse through our frequently asked questions below. You can always get in touch with us at 503-847-9047 if you have any questions or need customer support.

Shipping Information:

Is free shipping offered? YES, shipping is free for U.S. customers (excludes AK and HI) ordering online, with a credit card. International customers are responsible for their shipping arrangements.

What shipping methods are available? Cascade ships via UPS, FedEX, LTL Freight and US Priority Mail. In some cases, we can even arrange for a non-stop dedicated driving team to deliver heavy items in hours rather than days. Get in touch with us to ask us about this very rapid delivery service.

Where do you ship? Cascade ships around the world. However, US export laws can prohibit certain technology from being shipped to export controlled/embargoed nations.

Do you ship internationally? Yes! International shipping arrangements are the responsibility of the customer. Any import duties, taxes, fees will be the responsibility of the customer. We are happy to engage with your personal customs broker if necessary.

I don’t have a forklift. Will you still deliver to my address? Yes! If your items are considered heavy freight and there is no forklift to offload, we arrange for lift-gate delivery service. In some cases, lift-gate service can add up to $120. At the time of the order, Cascade will contact you to confirm/arrange your specific delivery requirements.

Will you deliver heavy freight items to a residence? Yes! Be aware that delivery of heavy freight items to residences requiring a lift gate can delay delivery in some locations. In some cases, lift-gate service can add up to $120. At time of order, Cascade will contact you to confirm/arrange your specific delivery requirements.

Order Processing:

When will my order be shipped? In most circumstances Cascade Sciences will ship within 1-2 business days after your order is received and the payment has been cleared. Orders that are placed after 2:00pm PST will be shipped the next business day.

How do I change or cancel my order? Prior to shipment? No problem. Call Customer Service at 503-847-9047 or email [email protected]

How do I find out the status of my order? Once your order is placed, you will receive an auto confirmation of the order with your order number. When shipping orders of items with serial numbers, you will receive a detailed serialized paid receipt.   Shipping tracking info will also be sent via email. If you have questions at any time, call Customer Service at 503-847-9047 or email [email protected].

Payment:

What types of payment do you accept? Cascade Sciences accepts: AMEX, VISA, MasterCard, Bank Transfer, Checks and Cash.

Can I pay with cash? Yes. Cash can be received at our offices or by depositing into Cascade’s account at a local branch. Please contact us in advance of making a cash payment. For cash payments greater than $10,000 in a calendar year you will be required to provide reporting information to the IRS.

Warranty:

What is the warranty on Cascade Sciences products? Our products are warranted to be free from defects in materials or workmanship for one year from the date of purchase (original invoice date). Within this period Cascade Sciences will, at its sole options, replace any components that fail in normal use. Such replacement will be made at no charge to the customer for parts or shipping.

Note: This warranty does not cover failures due to abuse, misuse, accident, unauthorized alteration or repairs or consumable products such as (but not limited to) gaskets, grinding media, quartz and alumina tubes, crucibles, heating elements, and thermocouples.

If my product is damaged or has missing parts who do I get in touch with? Immediately call Customer Service at 503-847-9047 or email [email protected]. Beginning from the date of delivery, you will have 5 calendar days to open and inspect all crates/boxes. Any missing pieces must be reported during this time period, otherwise Cascade Sciences will not be held responsible. If anything is missing, please call Customer Service at 503-847-9047.

Cascade Sciences in its sole and absolute discretion shall be the sole determiner of whether a product is in fact defective.

If your shipment is clearly damaged during transit, refuse the package and have the driver document any and all damage to the package. Cascade Sciences cannot take responsibility for obviously damaged shipments that are accepted and signed for. For damaged, rejected shipments, Cascade Sciences will file a claim with the carrier and ship a replacement once the damage inspection is complete.

If there has been damage to your shipment that is not evident on the outside of the packaging, please contact us within 5 days of the arrival of your shipment for instructions. Please be prepared to provide photos of the inside and outside of the packaging and damaged items. To ensure prompt resolution, please keep the box, all packing materials and the damaged items for inspection by the carrier.

What is your return policy? By placing an order with Cascade Sciences either online or via phone, you indicate that you have read and agree to the following return policies. Note: Returns must meet ALL criteria. We do not accept returns for customized items.

Products should be returned unused and in the original condition they were received. This includes all accessories, manuals, manufacturer’s crate/boxes, packing materials, etc. Returns received that have been used or with missing components or modifications will be refused and returned to you at your cost and without credit approval. You will be responsible to ensure adequate packaging on all return shipments. If the shipment is damaged in transit to Cascade Sciences, you will be responsible for the loss of any non-defective items.

For non-defective products, a 15% restocking fee will apply and you will be responsible for the cost of the initial shipment and return shipment. For products verified to be defective, Cascade Sciences will be responsible for your return shipment and the shipment of replacement items.

How do I return an order? Call Customer Service at 503-847-9047 or email [email protected]. You have 30 calendar days from the date your shipment was delivered to get a valid return merchandise authorization (RMA) number and return the goods to the possession of Cascade Sciences. If the item is returned during this timeframe, we will exchange it or offer a refund based upon the original payment method. For products verified to be defective, Cascade Sciences will supply a prepaid shipping label along with an RMA number.

I’ve returned my item. How soon will I receive a refund? Once the non-defective product is returned and the product is received at Cascade, we will be in touch with you to determine the best method for refund. This could be a store credit, check or a credit will be issued back to your card. This typically happens within 1-2 weeks of receipt. Cascade is not responsible for credit card companies time to post credits.

 

Product Support:

If I need help setting up my product who should I get in touch with? We can help walk you through installation. Call 503-847-9047 or email  us at [email protected]