Shipping
How can I track my packages once I have placed my order?
Manufacturer Rebates
How can I collect my free software from Software Bisque after I purchase an SBIG ST237A CCD Camera?
General
How can I use this website to achieve the best results?
Help! I need advice choosing a telescope!
What is a "V-Code" on my credit card, and where can I find it?
Shipping
How can I check on the status of orders I have placed online?
General
May I please have a discount?
What is your return policy?
Why do you not accept my international credit card?
How Do I find the focal length of my scope when I only have the f/ ratio?
What do the different statuses mean?
Q: How can I track my packages once I have placed my order?
A: After you have placed an order online or over the phone with ATWB, we will email you a tracking number automatically. You can use this tracking number on FedEx's website or toll-free line to locate your package. If you have not provided us with an email address, please call us and we will provide you with a tracking number!
Q: How can I collect my free software from Software Bisque after I purchase an SBIG ST237A CCD Camera?
A: New SBIG cameras are supplied with Software Bisque software. Future updates are available for free uploading at the Software Bisque website.
Q: How can I use this website to achieve the best results?
A:
Please visit this link for a Site Guide!
Q: Help! I need advice choosing a telescope!
A: Please visit this link for a Beginner's Guide!
Q: What is a "V-Code" on my credit card, and where can I find it?
A: Credit card companies have implemented a sophisticated address verification system that use a 3 or 4 digit "V-Code" to match up with a customer's credit card number, expiration date, street address, and zip code. This is a security measure that we are pleased to implement for our customers.
Your V-Code is a 3 or 4 digit number printed on your credit card. On an American Express, it is 4 digits printed on the front of your card, near the embossed credit card number.
On a Visa, Mastercard, or Discover, it is an additional 3 digits after your account number on the back of your card, in the signature panel.
Q: How can I check on the status of orders I have placed online?
A: Please click the "My Account" link at the top of the page. Once you have logged in with your email address and password, you will see options to view any open orders you have and your completed order history.
Q: May I please have a discount?
A: We offer a frequent-buyer discount to persons who order through our website.
Your first online order accumulates the discount. On your next online order you will see the amount of credit you have available to apply toward your purchase. It is your option if you would like to apply the credit at that time or save up for a purchase in the future. (It pays to use your discounts strategically, since the bigger your order, the greater your savings.)
If you are redeeming frequent-buyer credit, that particular order doesn't accumulate future credit, but all other online orders do.
Orders over the telephone or in our showroom do not accumulate the discount, as it is a reward for using our website only.
Q: What is your return policy?
A: An ATWB staff member must approve all customer returns or exchanges within fifteen (15) days of receipt of merchandise. A corresponding Return Merchandise Authorization Number (RMA#) must be obtained from an ATWB staff member prior to return shipment and must accompany all returns or exchanges. Full or partial merchandise refund will be determined by ATWB upon inspection of the returned product. A restocking fee will be deducted from the customer’s refund if, upon inspection, it is determined that the returned product has been used and/or damaged by the customer. A refund check will be issued to the customer within fifteen (15) days of receipt of returned merchandise with an accompanying RMA#. If you would like your refund credited back to your credit card, an additional 3.5% will be deducted from your credit to cover our processing costs. Unless defective, nonrefundable and nonreturnable merchandise include: open Software, CCD’s, Digital Cameras, Special Order Items and “sealed” merchandise, including some eyepieces.
ATWB is committed to your complete satisfaction. Please let us know if you have any questions.
Q: Why do you not accept my international credit card?
A: Due to excessive loss caused by fraudulent use of international credit cards, we cannot accept credit cards from foreign buyers unless they follow certain procedures at checkout time. Those procedures will be straightforward as you complete your order. We use VERIFIED BY VISA and MASTERCARD SECURE for authentication purposes. AMEX cards generally work well. We can also accept bank wire transfers as form of payment for international orders.
In some cases you will not be able to finalize your order because an item in your shopping cart can only be shipped to addresses in the USA due to contractual agreements with the vendor.
Thank you.
Q: How Do I find the focal length of my scope when I only have the f/ ratio?
A: Most manufacturers specify the focal length of their various instruments; but, if it is unknown and you know the focal ratio you can use the following formula to calculate it: focal length is the aperture (in mm) times the focal ratio. For example, the focal length of an 8" (203.2mm) aperture with a focal ratio of f/10 would be 203.2 x 10 = 2032mm
Q: What do the different statuses mean?
A: The statuses are there to inform you of what our current stock levels are and the current status of your order.
In Stock: Means that we sufficient product and can most likely ship that day.*
Limited Availability: Means that our system shows that there is at least one in stock and that it can most likely ship that day.*
Call for Availability: Means that our system shows that we do not have any in stock but it is possible that we do have the product in our warehouse.
Drop Shipped: Means that the product will ship directly from the manufacturers not from our warehouse in Anacortes.
Not Available at This Time: Means that we do not have any available at this time for orders.
Accepting Pre-Orders: Means that the product has not been released yet, however, you may place an order to reserve your place in line. We do not charge your credit card until your order ships (except where specifically stated).
Back Ordered: Means that we are currently out of stock on that particular product and it is on order with the manufacturers.
Pending Drop Ship: Means that we have placed the order with the manufacturers and they will be shipping soon.
Shipping Soon: Means that the product is being held pending a Back Ordered product or payment.
Shipped: Means that the product has been shipped out of our warehouse and is either en route to the distribution centers or en route to you. Typically our shipping day for expedited UPS and Federal Express Air shipments ends at 3:00pm, while our standard UPS and Federal Express ground shipping day ends at 4:00 pm. Your tracking numbers will be e-mailed to you either that day or the following morning.
*If ordered before 2pm Pacific Time.
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