SALES FAQ

Q 1: Where can I fax you a document?
Q 2: What is your GST number?
Q 3: Our company requires a W9 form completed before making a purchase
Q4 : What is your EIN or Federal Tax Identification number?
Q 5: Do you accept Purchase Orders?
Q 6: What type of payments do you accept?
Q 7: My company policy does not allow me to make credit card purchases over the Internet. What can I do?
Q 8: I was trying to make a purchase but my card got declined. I know that the card is good order. What is the problem?
Q 9: The amount on the invoice and the actual amount charged on the credit card are different. Why?
Q 10: I have made a purchase but I haven't received yet the product. How can I verify the status of my order?
Q 11: I need to speak with someone in person or send a fax. What are your phone and fax numbers?
Q 12: When I try to make a purchase I receive an error message: "transaction amount cannot be 0.00". What is the problem?

Q 1: Where can I fax you a document?
A: Our fax number is +1 416-946-1444

Q 2: What is your GST number?
A: Our GST number is  88537 7820 RT0001

Q 3: Our company requires a W9 form completed before making a purchase
A: The W9 form is not applicable to us as we are a Canadian company. Please email us for a copy of our W-8BEN or W-8ECI forms.

Q 4: What is your EIN or Federal Tax Identification number?
A: Our EIN number is 98-0480726.

Q 5: Do you accept Purchase Orders?
A: We accept Purchase Orders (POs) from all types of organizations, subject to verification. We do not accept Purchase Orders from individuals. The POs can be emailed to sales@altairtech.ca or faxed to +1 416 946-1444 Attn. Sales. The payment terms are Net 30 Days. To obtain the part numbers, please see our online shopping cart. Most of our products require additional information (i.e subscriber email address, Licensee name, etc...). The PO has to contain this information (see again the online shopping cart for the various options applicable to each product). For our address, company name, GST number or W9/W-8BEN/W-8ECI forms see our Contact page. The payments can be made via bank transfer, mailed check, Visa, MasterCard, American Express or PayPal.

Q 6: What type of payments do you accept?
A: We accept Visa, Mastercard, American Express, PayPal, bank transfers and mailed checks (we accept checks in USD, CAD or EUR  - mail them to the address indicated on our Contact page).

Through our alternate shopping cart - Altair Online Shopping Cart @ Plimus - we accept: Visa, MasterCard, American Express, Discover, Diners Club, JCB, Solo, Maestro, wire transfers, mail, check, money orders, PayPal and local bank transfer.

For bank transfers please contact us.

Q 7: My company policy does not allow me to make credit card purchases over the Internet. What can I do?
A: Please use our online shopping cart Altair Online Shopping Cart @ Plimus and select Phone as method of payment. A USD 3.00 surcharge is applied.

Q 8: I was trying to make a purchase but my card got declined. I know that the card is good order. What is the problem?
A: There might be restrictions on the card regarding the type of purchase. We are a Canadian company and we charge in CAN$ the equivalent of US$ price advertised. So the purchase you are making is from a non-US company, using a foreign currency. We had cases where the card was restricted from making this type of transactions. From our experience, there is no possibility to charge the card from our end. You may verify with your credit card provider. In other (few) instances of this problem, the credit card company rejected the charge saying that the request was not following the standard for credit card transactions. As far as we were told by our credit card processor, our charges are standard. We are sorry for the inconvenience but the credit card approval process is not under our control.

Unless the card was declined from our Plimus online store, please use Altair Online Shopping Cart @ Plimus to make your purchase (in USD).

There are few other alternatives:
1. You can send us a Purchase Order. Once we receive it, we send you an invoice which your organization can pay with a cheque or a wire-transfer. The PO could be just a simple email stating that you wish to place an order for the subscription.
2. Use a different credit card (i.e. your personal one) and get reimbursed by your organization.
3. Purchase the subscription through a software reseller

Q 9: The amount on the invoice and the actual amount charged on the credit card are different. Why?
A: As specified in the answer above, we are a Canadian company and what we actually charge against the credit card is the equivalent price in Canadian dollars (CAD) of the amount shown in USD on the invoice. Since there are frequent exchange rate changes and fluctuations, your credit card company might use a different exchange rate than us so the amount in USD on the statement is different (sometimes is more, sometimes is less than the price in USD advertised in our shopping cart), usually between 1 and 2 dollars. We use the exchange rate provided by www.xe.com. Some credit card company add a premium to transactions made in foreign currencies.

There are two ways to compensate for this:
1. We refund you the difference (if the amount charged is higher than the one advertised). This refund is also affected by the exchange rate. Since we do not keep the credit card information on file, please send us by email or fax the first AND the last four digits of the credit card used and a copy of the credit card statement indicating the actual amount charged. Once we identify the charge we will process the refund.
2. We can send you an updated receipt showing the actual amount charged against the credit card. Depending on the type of product purchased, we can provide a small compensation if the amount charged is higher than the one advertised. For example, if the product purchased was a subscription to www.eventid.net we can extend the subscription with the number of days corresponding to the price difference.

Q 10: I have made a purchase but I haven't received yet the product. How can I verify the status of my order?
A: We are processing the orders weekdays, between 9:00 and 5:00 PM Eastern time zone (GST-5:00). The order-related information is sent via email from Altair Technologies Sales <sales@altairtech.ca> - make sure that your anti-spam is not filtering out our emails. The EventID.Net subscriptions are created automatically during the purchase so the email containing the login information should arrive few minutes after the purchase. If you did not receive the information that you expected within 24 hours, please send a copy of your receipt or the relevant information to sales@altairtech.ca. Please note that order for Adiscon products may take longer to process as the license keys are generated by Adiscon in Germany and the difference in time zone may affect the license processing times.

Q 11: I need to speak with someone in person or send a fax. What are your phone and fax numbers?

A: Our phone and fax numbers are:

Our office is opened Monday to Friday, 10:00 am to 5:00 pm EST

Q 12: When I try to make a purchase I receive an error message: "transaction amount cannot be 0.00". What is the problem?

A: The 0.00 amount problem might be show up in several conditions:
1. The session was inactive for more than 30 minutes before that purchase confirmation was submitted (so the purchasing information was discarded from the cache)
2. Cookies are not enabled on the browser used to make the purchase or software installed on that computer prevented the use of cookies. We use session cookies to keep track of the amount that has to be charged

Please reattempt to make the purchase using our alternate shopping cart: 

Altair Online Shopping Cart @ Plimus

Please note that this shopping cart requires registration during the checkout and the login information is not the same as the www.eventid.net subscription.