FAQ

What are the delivery charges for my order?

Shipping and handling charges vary by location and depend on which shipping method you chose. Faster shipping will cost a little more, but we do out best to try and keep shipping costs as low as possible for you. You will be able to see the cost for all of the shipping options during checkout before placing an order.

Which payment methods are accepted in the Online Shop?

We accept Visa, MasterCard, American Express, Discover, JCB, and Diners Club International.

How long will delivery take?

Delivery times vary by location and shipping method. Orders placed by 2pm central standard time Monday through Friday will ship out that same day. Orders placed after 2pm will ship out the next day. Orders placed on holidays when our office is closed may affect the delivery time of your order slightly.

How secure is shopping in the Online Shop? Is my data protected?

Your security is a top priority for us. We use the best technology to make sure your data is procted during transactions. We do not store your credit card informaiton, nor will we ever sell your personal information.

What exactly happens after ordering?

Once you place your order, you will receive a confirmation email, letting you know your order was successfully placed. Behind the scenes, we get right to work, making sure everying is all set just the way you need it before sending your order on its way to you. Sometimes we stop to celebrate our weekly sales by having a beer. Don’t worry, we get your order ready before we pass out the drinks, but feel free to join in and help us celebrate the purcahse of your gateway!

Will I receive and invoice for my order?

Yes. 1-3 business days after placing your order, you will receive a copy of your invoice, marked “PAID” by email.

Can I return my unit?

Yes, all of our units come with a 30 day, no questions asked return period. If for any reason you are not 100% satisfied, you can return the unit for a full refund of the purchase price. Returns over 30 days old will be charged a 15% restocking fee. To initiate a return, visit: http://www.rtautomation.com/company/return-merchandise-authorization-form/

Is my unit covered by a warranty?

Not only is your unit covered by a warranty, it’s covered by one of the best warranties around. Whatever happens, you’re covered by our 5 year hardware warranty. If you break it, if it stops working, if you ran it over with a forklift, we will fix or replace it at no cost for 5 years. In addition with that, you have an unlimited software warranty for the life of the gateway so you can always have the latest and greatest software running in your unit.

What if I need help setting up my unit?

Call us. It’s as simple as that. No automated answering system, no service tickets or long waits. If you get in over your head, call 800-246-9299 and we will get you to someone who can help you out. Support hours are 8am-5pm central standard time Monday through Friday. Our technical support team does an outstanding job of getting you up and running if you run into any issues. Dont’t belive me? We post the real, live unedited survey resutls from customers who have worked with us. See what they have to say about technical support: http://www.rtautomation.com/customersurvey/

What if I purchased the wrong unit?

You have options. Most of our units are housed on the same hardware platform, which means often times all you have to do is call in for technical support, and we will send you a file to flash the software right in the field to the product you need. You also have the 30 day no questions asked return period to send your unit back for a full return, or exchage it for the model you need.

What's the deal with this helicopter, how do I claim mine?

Yes, we really send out remote control helicopters! Every gateway you purchase comes with 1 of 5 possible prizes in the box. SAVE YOUR PRIZES! When you collect one of each prize you can use them to claim your remote control helictoper. To claim your helicopter, take a fun picture of yourself with all 5 prizes – don’t forget to be creative! The higher the creativity, the faster we work to get your helicopter to you. For more information and inspiration, visit: http://www.rtautomation.com/gatewayprizes/

I lost the CD with the tools for configure my gatway, can I download them from your website?

Yes, tools and documentation are available on our website: http://www.rtautomation.com/product/435-nbx-support/ and http://www.rtautomation.com/product/460-gateway-support/ If you do not see something you need, fill out our support form: http://www.rtautomation.com/support-form/ or call 800-249-1612 for technical support.

Can I change or cancel my order?

If you need to change or cancel an order, please call us as immediately at 800-249-1612. We will make every attempt to correct the order, however since orders are processed as soon as they are received and most orders ship that same day, we have a limited time frame in which we can modify your order. Once an order has shipped we will be unable to change any portion of the order.

How do I return my unit?

You can initiate a return by filling out our online order form: http://www.rtautomation.com/company/return-merchandise-authorization-form/

Where can I find the user manual for my unit?

The user manual is available on the CD that ships with your unit, or can be downloaded from our website.

Where will my order ship from?

Your order ships from Pewaukee, Wisconsin.

Do you ship to addresses outside of the US?

Yes, we can ship anywhere in the world.

Can I use a purchase order to place my order?

You can reference a purchase order number in the additional notes section of our order form, but we cannot accept purchase orders through our online shopping cart.

Do I need to create an account to place an order?

Yes, you need to create an account to place an order.

Why haven't I received an email regarding my order?

There are usually two reasons: you may have an outdated email address on file, or you may have a spam blocker filtering email from us. Make sure to keep your user information current and try turning off any spam blockers that may be preventing our messages from getting to you.

What do I do if my order arrives but something is incorrect?

Just contact us 800-249-1612. We will do everything we can to fix any issues as quickly as possible.

Can I use a coupon towards my order?

Yes, at the top of the order screen, there is an option for you to enter your coupon code.