Frequently Asked Questions About Chroma SATcom

FOR NEW VISITORS

Check out our satellite phone buying guide to compare satellite phone products—this guide also includes a convenient satellite phone finder that will help you narrow down the options based on your needs and desired equipment features.

  • Select what you’re looking for (equipment or airtime plans) and then select all the options that apply to your specific needs and click the “Find Products” button—you will be directed to a personalized results page that will list only the products that can meet your needs based on the requirements that you selected. If nothing is available, please reload the homepage and refine your search.
  • You can also contact us if you have any questions about the results, or if you have additional requirements that do not appear in the product selection tool.
  • If you don’t know what product will fit your needs—use the “product selection” tool on our home page. This will narrow down the options for you.
  • If you do know what type of product you’re looking for, you can use the links in the navigation bar at the top of every page to go to the category you’re interested in. If you get lost, or want to return to something you saw in a previous screen, you can use the links above any product title to retrace your steps.
  • If you know the exact name of the product you’re looking for, use the search bar or find it in the appropriate category under our main website navigation.
  • We hope you have a wonderful experience shopping at Chroma SATcom. All of our items have detailed pictures and descriptions to help you get the information you need. If you have any additional questions regarding any of the items on our store, please contact us at info@ChromaCommunications.ca.

Simply navigate to the product you are interested in purchasing, then click on the “Add to Cart” button. You will be prompted to view your shopping cart, or continue shopping. If you are done shopping, click on the checkout button to fill in your shipping & payment information, select a shipping method and complete the order. All online transactions on our site are secure & encrypted with SSL (secure socket layer) technology for ultimate protection of private and financial information.

YES! Every product page has both an “Add to Quote” and an “Add to Cart” button. If you’d like to receive a custom quote for a larger quantity order, please click the “Add to Quote” button and fill in the form with your name, contact information, and quantities required—we will respond to you within one business day.

YES! All postpaid and prepaid airtime product pages have a tab titled “Rate Cards”—open this tab to download a printable PDF of the airtime plans and rates for that specific service. All printable rate cards are available in both Canadian and US dollar currencies.

ORDERING

At Chroma SATcom we accept payments via:

  • PayPal
  • Visa
  • Mastercard
  • American Express
  • Corporate cheques*

* All orders paid by cheque shall be processed and shipped once payment has been received and cleared into our bank account.

  • If you are viewing our website from within Canada, all the prices you see on our website will be shown in Canadian dollars.
  • If you are anywhere else in the world, all the prices you see on our website will be shown in US dollars.

You may change or cancel your order as long as the order has not been processed and shipped. To change or cancel your order, contact us at info@chromacommunications.ca

No. If your billing and shipping address are not within Canada, then we do not charge taxes on your order. However, the border service agency for your country may charge federal sales tax on your shipment when it arrives in your destination country. This charge will be passed on to you through the courier company and is collected upon delivery.

YES. Please refer to our “Order Processing and Shipping Terms” page for more detailed information.

YES—on select items. Please refer to our “Order Processing and Shipping Terms” page for more detailed information.

Our prices are extremely competitive with those of other retailers in the industry. As such, we only send out discount coupons and promotional pricing offers to members on our mailing list. We also offer FREE shipping within North America for all orders that contain satellite equipment that have been ordered with a scheduled airtime plan activation.

YES. At Chroma SATcom, your privacy and security is paramount. We assure that all transactions conducted online on our website, are completely secure.

  • All online transactions on our site are secure & encrypted with SSL (secure socket layer) technology for ultimate protection of private and financial information.
  • We use strong security measures to prevent the loss, misuse and alteration of your information.
  • We never store any credit card information on our website.

YES!

  • You will receive an email notification immediately following your order—this is to inform you that your order has been received and is being processed.
  • You will then receive another email notification once your order has shipped—this will contain a tracking number link, which you can click on to get updated tracking information for your shipment. If you have created an account with us, you will also be able to track the progress of your order, along with your past order history, from within your account page.

SHIPPING & FULFILLMENT

To ensure you get the most reliable service and the least expensive shipping costs, we have worked hard to negotiate some of the lowest rates possible from the largest global courier companies—UPS, Purolator, Fed-Ex, and DHL (to name a few). On the shopping cart and checkout pages, you can select your shipping method from a long list of options provided by a wide range of courier companies, to suit your budget and timelines.

As a customer, this is entirely up to you. Upon checkout, you will be presented with multiple shipping options—each one will show an estimated shipment arrival date. Simply choose the option that is right for you.

  • Next Day Estimates:
    • Please keep in mind that orders placed after 12pm (noon) PST will be shipped on the following business day and may not meet a next day arrival estimate—PLEASE NOTE that the shipping estimate calculator on the shopping cart and checkout pages does not take this order cut-off time into account when presenting you with shipping options.
  • Shipment arrival date estimates do not usually take any delays relating to customs and/or border clearances into account.

YES. We are happy to rush orders for an additional charge. Please contact us to make arrangements.

  • All Canadian orders will be shipped from our Canadian warehouse.
  • US and International orders will be shipped from our US warehouse.

Satellite communications products are typically exempt from duty charges in North America. However local taxes may be applied by your border services agency. Depending on the value of your order, the shipping carrier may also charge a brokerage fee for clearing your order through customs. These fees are beyond our control and customers are responsible for paying them.

A helpful link to calculate UPS brokerage fees:

YES. Please refer to our “Order Processing and Shipping Terms” page for more detailed information.

YES—on select items. Please refer to our “Order Processing and Shipping Terms” page for more detailed information.

RETURNS & EXCHANGES

At Chroma SATcom, we want you to be completely satisfied with your purchase. We are confident that you will be happy with the quality of our products and commitment to customer service. However, if you need to return something, please read through our returns and exchanges policy for details.

  • Important points:
    • We will not accept any returns without a return authorization number.
    • Once a return is authorized, we will refund your payment less any shipping charges.
    • If you received free shipping on your purchase, we will deduct the shipping fees we had to incur to ship the products to you.
    • Please return authorized orders in its original form and packaging.
    • We reserve the right to reject any returns and exchanges that do not meet our return conditions. Please note that we cannot accept returns for costs associated with airtime activation fees, prepaid airtime SIM cards, or postpaid airtime subscriptions.

You may change or cancel your order as long as the order has not been processed and shipped. To change or cancel your order, contact us at info@chromacommunications.ca

AIRTIME & BILLING

This is a convenience service that we offer our customers to remove the hassle of managing prepaid airtime. It is applicable to any prepaid card, as long as it can be recharged prior to expiry (this information can be found on the rate cards for your desired prepaid service).

  • When you opt-in for pre-authorized recharges, we send you a form to fill out with your billing details and credit card information.
  • Two days before your prepaid card is set to expire, or when it reaches a predetermined threshold of remaining minutes and/or megabytes, we will automatically recharge your airtime and bill it to the credit card that you provided. This is a worry-free way to ensure that your prepaid airtime remains activate and usable when you need it most.

For all government customers in North America, your bill payment is due upon receipt of the invoice. All other customers, including government customers outside of North America, are required to pay via automatic, pre-authorized credit card payments—you provide these details to us upon signing up for your preferred service plan.

Monthly bills for government customers in North America can be paid via cheque or corporate credit card. Monthly bill payments for all other customers, including government customers outside of North America, will be automatically paid by a pre-authorized payment on the valid credit card associated with your Chroma SATcom airtime account.

Yes. Postpaid subscription plans are billed at the end of the month and include all usage charges that are applicable to that billing cycle.

Usage details for call and texts are not available when using a prepaid plan.

SPECIAL SERVICES & PROGRAMS

YES. Our Satellite Phone Buy Back program makes it easy for you to sell us your unwanted satellite phone. Contact us for a buy-back quote.

  • This program is only good for phones in proper operating condition without physical or mechanical defects.

YES. If you trade-in a working Iridium handheld satellite phone, we will give you a new Globalstar GSP-1700 satellite phone for FREE!

SECURITY & PRIVACY POLICY

  • What is Chroma SATcom’s privacy policy?
  • How does Chroma SATcom use my personal information?
  • How does Chroma SATcom collect information?
  • What is my agreement with Chroma SATcom when shopping?
  • What is Chroma SATcom’s commitment to customer service?

All of the above questions are covered extensively in our security and privacy policy.

We respect your privacy and appreciate your business. At no time do we ever provide your account contact or payment information to any third party vendor, associate or service provider, unless required to do so by law.

By using our website or purchasing a product from us, you agree to the collection and use of information as set forth in our security and privacy policy. We may, occassionaly, update this policy. We will post any changes to our policy on our security and privacy policy page so that you are always aware of what information we collect and how we use it.

CONDITIONS OF USE

We do our best to make sure that the photos, descriptive copy, and prices are correct—but sometimes, despite our best efforts, we can make mistakes. In the event that there is a mistake in the published content on our website, we reserve the right to charge the correct price, ship the correct item, or correct the mistake. We will immediately notify you if any such correction is necessary.

Every effort has been made to ensure that your order will arrive safely after it leaves us. All of our shipments come with the basic insurance for the carrier selected (review these rates by clicking on the links below…it is typically $100.00 CAD). Please check your shipment thoroughly upon receipt for damage. Any visual carton damage or breakage observed must be noted on the delivery receipt as “Damaged Packages” before signing. Make all claims directly with the carrier. Failure to make a claim with the carrier within 24 hours of receipt will result in denial of the claim.

Should a package be refused or returned to us unopened, the customer shall be charged the shipping cost of the order and/ or pay additional shipping costs to re-ship the order.