General Inquiries:
Due to the high volume of international requests and inquiries, we apologize in advance that we can not individualize personal responses.
We are also sorry to inform you that we do not export, no longer reply to email inquiries regarding where to find our equipment or parts outside the United States, and no longer answer any international technical questions or support inquiries. Unfortunately, we do not have the resources to handle worldwide requests, and we do not always have access to this information. In addition, your local selling dealer should be providing top notch support to you as 1st–line provides to its clients in the United States.
General Reasons:
1st–line Equipment, LLC does have software to block international visits to our web site, to prevent daily DoD attacks from hackers trying to steal information, to stop the stealing of our photos by pulling them into other web sites, to lessen fraudulent orders from fraudsters and bots using stolen payment information, and attempts to login in to the back end of our web site to access customer information, which we have other layers of security.
Order Processing and Shipping:
We do not ship outside the United States for the following reasons (in no particular order):
- higher fraud rates experienced from previous international orders,
- lack of support from our merchant bank to prevent fraudulent credit card processing,
- travel and labor costs to bring one small package to the local United States Post Office for international shipping,
- higher internal processing costs for completing export paperwork manually and small orders do not cover these costs,
- six month wait times for reimbursement for lost or damaged shipments (sorry, just like customers do not like to wait for their insurance reimbursement, 1st–line Equipment does not either),
- higher credit card fees for credit cards issued outside the United States
- lack of tracking information when customers desire the cheapest shipping method of surface parcel post,
- higher overall shipping costs,
- customers impatience with slow delivery times of up to 12 weeks when the postal service promises 6 weeks,
- cost to 1st–line of return shipping when a customer refuses the shipment but their country’s custom and brokerage fees to be collected at time of delivery are too high,
- high import duties for the customer,
- lack of proper voltage for the recipient country as we mostly sell 110-volt equipment 60 Hertz,
- and most importantly, lack of warranty coverage not given to customers outside the United States. With regard to all manufacturers in our industry, there is no worldwide warranty. The respective warranty is LIMITED to the country where you purchase the merchandise in.
1st–line Equipment believes in providing quality service to its customers. With all of the above obstacles, we cannot provide the quality service that we are capable of providing our customers in the United States.
Visiting the United States and Ordering:
Our payment processor(also known as merchant bank) does not allow us to charge with billing addresses outside the United States. Therefore, we can not charge your credit card issued outside the United States and ship within the United States.
If you visit the United States and try to order with us, please be aware that we will cancel your order as we will only ship to the billing address and built-in code that we verify with your credit card company.
If you change your billing address to within the United States and you export (and ship or bring the shipment on a ship/plane) the order outside the United States, you will be voiding all warranties. Therefore, we strongly recommend you place your order in the country you will be using the merchandise in.