E-Commerce Policies

Please read the information below regarding the use of the E-Commerce portion of the Universal Low Vision Aids, Inc. web site. If, after reading this page, you have additional questions regarding the use of this system, please contact us.

• Security
• How to Order
• Government, Education & Institutional Orders
• Payment Information
• Shipping Information
• Backordered Items
• Return Policy
• Product Warranties
• Damaged Merchandise
• Taxes
• Territory Restrictions
• Frequently Asked Questions

Security

The ULVA Online Store utilizes SSL (Secure Socket Layer) 128-bit encryption technology for all online transactions. Secure Sockets Layer (SSL), is a standard security protocol for creating an encrypted link between a web server and a browser. This secure link ensures that all data passed between the web server and browser remains private. When you reach a checkout screen requesting personal payment information, a padlock icon will appear in the status bar of your web browser and the 'http://' protocol indicator in the address bar, will change to 'https://' indicating that all information is now being encrypted and transfered over a secure connection.

How to Order

Placing an Order

Ordering from ULVA.com is easy. Simply navigate to a product's web page, choose the correct product from the drop down list and select the ADD TO CART button. If applicable, select any of the desired product options (i.e. color, size, etc.) found on the Product Options page and click CONTINUE. Your shopping cart will be displayed after each item is added so that you can review your order. When you have finished adding items to your shopping cart, select the SECURE CHECKOUT button and complete checkout stages 1 (customer information), 2 (shipping and payment selection) and 3 (payment information).

After Placing an Order

After placing your order, an automated email confirmation containing your order information, will be sent immediately to the email address you entered in the billing information. Once your order and payment has been processed, ULVA.com will send an email confirmation and sales receipt to the email address you entered in the billing information. When your order is shipped, a confirmation email containing your order's tracking information will be sent to the email address you entered in the shipping information (if different than your billing email address).

Government, Education & Institutional Orders

How to place an institutional order?

1. Add products to your Shopping Cart.
2. View your Shopping Cart to see what you've added.
3. Click the "Print Quote" button for a draft copy of the online price quotation (this does not place an order with us, nor obligate you to place an order with us).
4. Use this online price quotation to generate your purchase order or to submit to your funding department for approval.
5. Fax or mail your purchase order and online price quotation to us.

Helpful Numbers

Fax: 1-614-224-2258

Phone: 1-800-369-0347

Address: 8 East Long Street, Suite 210, Columbus, OH 43215

Please call to obtain ULVA's Tax ID Number

Payment Information

Orders placed at the ULVA Online Store may be paid by check, money order, MasterCard, Visa, or Discover. Your payment information is guaranteed to be secure.

Shipping Information

All items are shipped via United Parcel Service (UPS). Shipping rates for your order are automatically added during the checkout process (once your shipping address has been determined). Rates are based on package weight and actual UPS shipping charges.

We make every attempt to ship your package within 24-48 hours of receiving your order. However, even though our online store remains open, we may not be open for business in our physical offices. We do not ship on Saturdays, Sundays or holidays. Should your order be placed at one of these times, it will be shipped immediately upon our return. If you have any questions, please complete an Online Support Form or call us, Monday - Friday 8:30am - 4:30pm EST at 1-800-369-0347.

Backordered Items

Occasionally, an item we sell is out-of-stock and we need to re-order the item. These circumstances may delay the processing and shipping of your order. If we find an item on your order that is unavailable for shipment, we will contact you via email to inform you that the item is out-of-stock. We apologize for such inconveniences and try diligently to prevent them from occurring. If you need more information about backordered items, please complete an Online Support Form or call us, Monday - Friday 8:30am - 4:30pm EST at 1-800-369-0347..

Return Policy

ULVA honors a 30 day money-back guarantee policy to all customers. If you are not satisfied with your purchase, you may return your products for a full refund minus shipping and handling charges (a restocking fee may apply).

Before returning any product to ULVA, you must first obtain a Return Material Authorization (RMA) number. To request an Return Material Authorization (RMA) number please contact a technical support representative at 800-369-0347 or submit a Return Material Authorization Form.

Merchandise must be returned in resalable condition, in the original packaging material with all instructions, accessories and warranty cards. The RMA number should be clearly marked on the outside of any product returned to ULVA. Once ULVA has inspected all returned items, the necessary credit and refund will be issued.

Non-Returnable Merchandise

Due to manfacturer policies, ULVA cannot accept returns on opened software and tutorials.

Hardware Repairs

Please contact a technical support representative at 800-369-0347 for all service and repair issues. Our technical support representatives will assess your situation, contact you by phone and direct you to the next action in order to expedite a solution.

Product Warranties

Most products come with a 30-day replacement policy. After this period, the manufacturer's warranty applies and customers need to contact the manufacturer for repair or replacement of the item. ULVA will be happy to assist the customer with contacting the manufacturer. Please note warranties do not cover breakage or damage to the product resulting from customer abuse.

Damaged Merchandise

If an order arrives damaged, please notify ULVA within 24 hours of delivery. The product and all packaging material must be retained until the matter is resolved with UPS.

Taxes

Ohio residents will be charged state sales tax. This amount may be reviewed at checkout.

Territory Restrictions

Orders may be placed only by residents of the continental United States and will be sent only to locations in the continental United States. In addition, manufacturers' territory restrictions may apply to certain products sold by ULVA.

Frequently Asked Questions

• How can I check my order status?
• When will I receive my order?
• Can I make changes to my order after it has been submitted?

Q. How can I check my order status?

A. It's easy. Complete an Online Support Form or call us, Monday - Friday 8:30am - 4:30pm EST at 1-800-369-0347. We'll provide you with the lastest information about the status of your order.

Q. When will I receive my order?

A. When your order is shipped, we will provide you with your order's UPS tracking number via email. Enter your order's UPS tracking number at ULVA TRACKING or call to find the latest details regarding the shipping status and location of your order.

Q. Can I make changes to my order after it has been submitted?

A. You are able to change or cancel your order after you place it but only if the order has not yet been packed and prepped for shipping or shipped. If you would like to make a change, please complete an Online Support Form or call us, Monday - Friday 8:30am - 4:30pm EST at 1-800-369-0347.