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Customer Support
FAQ
Customer Order Management FAQ
Our sales support team has compiled the following list of questions
most frequently asked by our customers.
How do I contact a Customer Order Coordinator?
The names and numbers for all Customer
Order Coordinators are listed on our website.
How should I submit my order to Cantata?
Cantata requires the following information on your purchase order
document: purchase order number, “Bill To” and “Ship
To” address, contact name, email address, date, ship via,
payment terms, item description, quantity, unit and extended price.
Some orders may also require a shipping account number if other
than Federal Express, credit card information if that’s how
the order is to be paid and an authorized signature should your
purchase order call out for one. You may also use the purchase order
template (xls
or pdf)
if you prefer. Fax or e-mail your purchase order to the appropriate
Carrier, Enterprise,
or International
Customer Order Coordinator.
Does Cantata have on-hand availability of product in the
Needham, Massachusetts and/or Belgium warehouse location?
To check product availability, please contact your respective Customer
Order Coordinator or talk to your Sales Representative.
What is the lead-time of your products?
For products with on-hand availability, 48-72 hours is our standard
lead-time. For configured products, two weeks is our standard lead
time. For products that are not immediately available, your Sales
Support Coordinator will quote lead-times at the time your order
is placed.
What are my payment terms?
Cantata’s standard payment terms are Net 30 for customers
with approved credit. To apply for credit with Cantata, please complete
a credit
application (credit
application for Europe) and fax it to Cantata’s Credit
Department at 1-781-449-9009.
What types of payment does Cantata accept?
Cash on delivery (C.O.D.), company check, Visa, MasterCard, American
Express, and electronic fund transfer (wire transfer) are accepted
for payment.
What currencies does Cantata accept?
Products are invoiced in US Dollars, British Pounds or Euros. Customers
with “Bill To” addresses in Austria, Belgium, Finland,
France, Germany, Greece, Ireland, Italy, Luxembourg, The Netherlands,
Portugal, Spain are required to provide order documents in the Euro
currency. Customers that will be invoiced in British Pounds (GBP)
or the Euro must state so in writing on the order document. If no
currency designation is provided on the order document, the order
will be processed in US Dollars.
Can Cantata use my shipping account number for the shipping/freight
charges?
Yes, please provide your freight account number on the
purchase order. Federal Express is Cantata’s primary carrier.
If shipping from Needham or Hyannis, MA and you elect a carrier
other than Federal Express, please indicate the name of the carrier
and your freight account number with such carrier.
What is the status of my order?
Please contact your respective Customer
Order Coordinator and he or she would be happy to provide details
regarding the status of your order.
Does Cantata drop ship?
Yes, Cantata would be happy to drop ship to a location of your choosing.
The drop ship information should be detailed on your purchase order.
Does Cantata provide order shipping acknowledgements and
shipping tracking numbers?
Yes, when placing your order, please provide an email address and
an order acknowledgement will be sent via email, the day that Cantata
processes the order and a shipping acknowledgement, with a tracking
number, will be sent on the day your order ships.
What is Cantata’s return policy?
All sales are final. Products may only be returned through Cantata’s
warranty program (pdf),
subject to prior approval from Cantata.
Who is my Cantata sales representative?
Cantata’s Inside Sales Representatives would be happy to provide
your Sales Representative’s information. Please call Inside
Sales at 1-781-449-4100.
What is the latest time I can place a purchase order with
Cantata to have it ship that same day?
Cantata will enter all purchase orders (xls
or pdf)
within 24 hours of receipt, (providing the required information
is submitted on your purchase order), and while we will make every
attempt to turn each order around expeditiously, our standard turn
around time for available product is 48-72 hours.
I only need one board and would prefer not to have to set
up an account. Can I purchase your products elsewhere?
Yes you may. Please refer to the Reseller
Partners Directory found on Cantata’s website for a listing
of our distributors.
Who can help me determine which product will work best
in my application?
Please call one of our Inside Sales Representatives at 1-781-449-4100
who will be able to help you with your request or will be able to
put you in touch with your Sales Representative.
I will be exporting your product. Who can provide the schedule
B/harmonized tariff classification and ECCN?
Please contact your Customer Order Coordinator with the specifics
of the product you would like to export and they will be able to
further assist you.
What are Cantata’s shipping terms?
Cantata’s shipping terms are FCA, FOB Origin, or EXWORKS.
When does title pass from Cantata to me?
Title and risk of loss shall pass to the customer upon shipment
of the product.
What is Cantata’s position regarding taxes and duties?
Cantata’s position regarding taxes and duties is that the
customer is responsible for all taxes and duties relating to the
products purchased.
Where are Cantata products approved?
Cantata, its distributors or its customers have received product
approvals from agencies in Australia, Austria, Belgium, Brazil,
Canada, PR of China, Cyprus, Czech Republic, Denmark, Estonia, Finland,
France, Germany, Greece, Hong Kong, Hungary, Iceland, India, Ireland,
Israel, Italy, Japan, Latvia, Lithuania, Luxembourg, Malta, Mexico,
the Netherlands, New Zealand, Norway, Poland, Portugal, Russia,
Singapore, Slovakia, Slovenia, South Africa, South Korea, Spain,
Sweden, Switzerland, Taiwan, Turkey, United Arab Emirates, the United
Kingdom, and the United States.
For specific approvals information please contact your sales
representative.
Are all Cantata Brooktrout TRx series products RoHS compliant?
Yes. All Cantata Brooktrout TRx series products and TruFax products
are RoHS compliant as of the July 1, 2006 deadline. All configurations
of the new RoHS compliant Brooktrout TR1000 and Brooktrout TR1034
are drop-in replacements for their predecessors. Customers may begin
using the new RoHS compliant boards without any software changes.
The half size Brooktrout Trufax Analog board, however, will require
a software update from the application provider. RoHS compliant
product will have different part numbers from their non-RoHS compliant
counterparts. In most cases, non-RoHS compliant TRx series products
will be discontinued in July 2006. Please see the RoHS
Migration Table for further details .
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