Customer Service
 
 
 


 

On-line Store  
 
Pillar Products provides our customers with a state-of-the-art, database-driven on-line store. Pillar Products on-line store features many functions to help reduce your cost of product research and transaction processing.
 
Pillar Products helps streamline your procurement process with:
  • Easy-to-build quotes and orders
  • "Expert search" enables location of parts using key words
  • "Favorites" enables you to save favorite items for an easy one-click search
  • Search automatically provides price, part number and availability
  • "Comparisons" feature allows you to view like products (and images) side by side to view the differences
  • Detailed product descriptions
  • "Related Products" feature allows you to search for components, upgrades and compatible accessories
  • Quote notification tells you when a quote has been completed by your Pillar Products rep and is ready for review
  • Once a quote is received, you can easily modify and/or reissue it as another order
  • Secure Log-in for prior customers and easy registration for new customers
 
 
Ordering   | Back to Top 
Our goal is to provide a convenient, pleasant shopping experience. 
 
Ordering Options
Online - You can order online securely at anytime. 
E-mail - You can email us at customerservice@pillarproducts.com 
Fax -                      Fax your order to 1 (901) 339-6311
Toll free -              Call us at 1 (877) 455-2722 or 87-PILLAR-22
Phone -                 1 (615) 989-1357
Mail -                     Mail your order to:
                                    Pillar Products
                                    859 Plantation Blvd.
                                    Gallatin, TN 37066
 
 
Online Shopping – How to Add Items to Cart
Add items to your shopping cart by either browsing our categories or using our search engine to find the item(s) that you wish to purchase. Once you find an item you would like to buy, simply click the Add Item to Cart next to the item you want. Then you can change the item quantity, remove an item, empty the shopping cart, continue shopping, or check out.
 


 

 
Payment Methods   | Back to Top

Credit Card
MasterCard, Visa, Discover and American Express are accepted. There are no credit card surcharges. Please be sure to provide the exact name, billing address, and telephone number as they appear on your credit card statement.
 
All transactions are subject to verification for safety and security purposes. For your security, first time customers requesting orders to be shipped to an address other than the billing address are required to have the temporary, alternate shipping address added to the account.
 
Credit cards are not accepted for international orders.
 
PayPal
Use your PayPal account. Indicate that you wish to use PayPal as your payment method method.  After receiving your order we will send you an email with a Paypal request for payment.
 
Check
Checks can be mailed to:
Pillar Products
859 Plantation Blvd.
Gallatin, TN
37066
 
Wire Transfer
Call for routing info.  Our bank is

Harris N.A.
111 W. Monroe
Chicago, IL 60603
1-312-461-5034
 
There is a $25 charge for wires, which covers bank and processing fees.
 
Purchase Order
Federal, state and local government agencies (including schools and libraries) are eligible for payment by purchase order.
Other businesses may be eligible to order using a purchase order. Please email accounting@pillarproducts.com to request a credit application.  Then mail the completed purchase order and credit application or fax them to 1-901-339-6311.
 

 
 
 


 

 
Shipping and Delivery   | Back to Top
 
Same day shipping!
 
Orders ship same day in most cases. We ship your order to arrive when you want it.
 
Delivery Options and Rates

Delivery
Rate
Standard Ground
 
$9.90
 
Heavy items are billed at actual including wire, lock boxes, large monitors and metal stands (such as Atlas Sound and Middle Atlantic)
 
Express - Overnight, 2 day and 3 day
Please call - Based on UPS rates

 
Orders shipped outside the continental U.S. are charged based on USPS rates.
P.O. Boxes - Orders can not be shipped to P.O. boxes due to Federal Express and UPS restrictions.
 
FPO and APO – We ship insured packages with the US Postal Service.
 
Order Tracking
Login and track your quote and order status including shipping tracking.
 


 

 
Requesting a Quote   | Back to Top
 
We provide price quotes for large quantity orders. To request a quote, please e-mail your contact information, product information (part number if available), quantities and
delivery date to customerservice@pillarproducts.com and we will respond promptly.
 


 

 
Registering and Your Account
 
Registering enables us to provide you enhanced customer service. We will send you an order confirmation e-mail. You can track the status of your quote or order including tracking shipping. Future ordering is simplified.
 
Of course you can browse, search and compare products without registering.
 


 

Returns and Replacements   | Back to Top
 
Dear Valued Customers:

Our goal is to provide a convenient, pleasant shopping experience. We recognize that occasionally returns and exchanges are necessary. Our returns policy is intended to enable prompt replacement of defective items and minimize processing costs, so we can maintain our low pricing. All replacements and returns require an RMA.
 
DOA/Defective Item Replacements
Infrequently, a customer may receive a DOA (Dead on Arrival) product. We offer technical support, and sometimes an issue may be due to a configuration or something which we can help resolve. Please contact Customer Service for help. If we can not resolve the issue, we will provide an RMA.
 
Defective items will be replaced at no charge. 
 
Allow 5 to 10 business days to process your replacement item after receipt of the defective item. If you need a replacement product faster, then we can process an order for you and ship the same product after billing your credit card account. Once the defective product has been received, we will credit your account for the price of the product. Manufacturer restrictions may apply, please contact us. 

Returns
Unfortunately return service fees imposed on us by manufacturers have continued to escalate. We recommend you replace rather than return an unwanted item. We seek your understanding and hope you continue shopping with us.
 
RETURN REQUEST (RMA numbers)
Before returning an item, obtain a RETURN MERCHANDISE AUTHORIZATION (RMA) number. 
 
Please request an RMA by e-mailing customerservice@pillarproducts.com or calling us at 1-877-455-2722 or 1-615-989-1357. For faster service please have: company name, invoice number, part number, serial number and description of issue.
 
RETURN POLICIES   | Back to Top
  • We offer a 20 day return policy for most products, based on our manufacturer’s return policy. After 20 days, the manufacturer warranty process applies. 
  • All returns must include a Return Merchandise Authorization Number (RMA#).   Please request an RMA by e-mailing customerservice@pillarproducts.com or calling us at 1-877-455-2722 or 1-615-989-1357. For faster service please have: company name, invoice number, part number, serial number and description of issue. Without this RMA number, we cannot accept the merchandise back to the warehouse. 
  • All products returned must be 100% complete, contain all original factory cartons, and be in new condition with all original packing materials.  All miscellaneous materials such as manuals, warranty cards, accessories and cables must be included.
  • If product arrives damaged: save the merchandise and the original box and packing it arrived in, notify us immediately to arrange for a carrier inspection and a pick up of damaged merchandise.
  • DOA/defective products are returned for REPLACEMENT only with the same product/model. Deviations from this policy may result in a Returns Processing Service Charge. If part of a product is defective, please return the whole product, including all manuals and accessories, in the original packaging.   All items in packaging need to be returned even if the pack has been opened. We need to return the entire defective product to the manufacturer for a complete replacement.
  • The Return Merchandise Authorization number must be on the shipping label, not the carton. PLEASE DO NOT WRITE ON THE CARTON.
  • Return Merchandise Authorization numbers are good for fourteen (14) days only. Any products returned after the expiration date will be refused.
  • We reserve the right to return any open product to the customer if the RMA number issued is for a Factory Sealed product.
  • Returns must be shipped freight prepaid. Products received without an RMA number, freight collect, not approved for return, or in any way not meeting the above criteria, will be refused.
  • Returns are subject to a minimum 15% Returns Processing Service Charge based on our manufacturer fees.  
  • Customer is responsible for shipping charges on returned items. We recommend you insure return shipments. 
 
Certain products cannot be returned or exchanged under any circumstances. For example software, and memory products, and certain manufacturers including Sanyo, Sony, IBM, Toshiba and JVC cannot be returned or exchanged. For these products, you must contact the manufacturer for any defect or exchange claims. Our team will advise you of the return instructions for your product once we receive your RMA request.
 
 


 

 
Warranties    | Back to Top
Products are brand new with full manufacturer warranty. 
 
Extended warranties are available. Please call for details.
 

 



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