Frequently Asked Questions

Placing an order

What types of payment do you accept?
- We accept Visa, Master Card and American Express.

Where do you ship to?
- This webstore does not support international shipping of our Fingerprint Readers. We can ship anywhere in the U.S.A, including AK, HI, APO, FPO and US protectorates. (US Virgin Islands, Puerto Rico, Guam, American Samoa, and Northern Mariana Island)
- Access to the DigitalPersona/TouchChip Developer Center can be purchased worldwide.

Can I select the shipping carrier?
- We select the shipping carrier for you to be able to provide fast delivery at a reasonable price.

Will I be required to pay any taxes?
- Orders processed from our webstore that are shipped to the following states are subject to applicable state and local taxes: California, Florida, Tennessee, and Texas.
- In accordance to state tax laws, tax is calculated on the total amount of the order, which includes the price of the item, shipping, and handling charges.

How will the charges show up on my credit card statement?
- The charge will appear on your credit card statement as: “HID Global Embedded Access Technologies Online Store”

Can I place a tax-exempt order?
- Our webstore is unable to process tax exempt orders. Please contact us at commerce.support@crossmatch.com.

I am purchasing a fingerprint reader which does not include software. How can obtain software for it?
- The fingerprint readers are compatible with:
  - DigitalPersona Biometric Software Development Kit (SDK) which can be accessed through our DigitalPersona/TouchChip Developer Center.
  - HID Identity and Access Management DigitalPersona software
  - Third party applications built using the DigitalPersona Biometric SDK.

PLACED ORDERS

How do I make changes to an order I have already placed?
- Unfortunately, we cannot accept any order changes. Orders are process very quickly making it almost impossible to intercept your order.

When will my order be shipped?
- Your order will ship the same day if placed before 2:00PM ET.

How can I track my order?
- You will receive package tracking by email.
- You can access your order status page to check the status of your shipment

How can I get a username for HID’s Customer Order Status page on the HID Global website?
- This page is for HID’s direct-order customers which operates independently from this webstore.

When will I receive my order?
- You can expect to receive your order in 5-7 days if shipped using standard service and in 2 days if shipped by expedited service if it was placed before 3:00PM ET.
- Shipping carriers may observe certain holiday which may add to the time it takes to receive your order.

What do I do if I never received my order?
- Please contact us at commerce.support@crossmatch.com.
- You can also reply to your order confirmation email or provide us with your order number and shipment tracking number.

I have purchased access to the Developer Web Center and received my password but cannot log in. What do I do now?
- Please contact us at commerce.support@crossmatch.com. You can also reply to your order confirmation email or provide us with your order number and the email address used when placing your order.

RETURNS

Do you accept returns or exchanges?
- All purchases from this webstore are final. This does not include items that may have been incorrectly shipped.

What do I do if the product I received is not what I ordered?
- Please contact us at commerce.support@crossmatch.com and allow us to correct the problem.

What do I do if I received my order and the product is defective?
- Please contact us at commerce.support@crossmatch.com to request an RMA number. Please provide us with the order number for the item(s) you wish to return.

My company is tax exempt. How can I obtain a tax refund?
- Our webstore is unable to process tax exempt orders.

How do I contact you if I have additional questions?
- You can send us an email at commerce.support@crossmatch.com. If you have already placed an order and have specific questions about it, you can also reply to your order confirmation email.

WARRANTY POLICY

What does the warranty cover?
- The warranty covers any defects in the workmanship.

How long does the warranty coverage last?
- The warranty period is one (1) year from the documented date of your purchase.

What does this warranty not cover?
- This warranty does not cover any problem that is caused by physical abuse, misuse, improper cleaning, and industrial use, extreme or harmful conditions. Some examples of problems not covered by this warranty include cuts or scratches to the reader window, heavy duty use, use of paper, cloth, solvents or other liquids to clean the reader window or exposure of the reader to heat, bright light, sun, liquids, sand or other contaminants. Readers with a missing, changed, or defaced serial number or readers which have been opened or modified are not covered by warranty. Also, consequential and incidental damages and costs of removal or installation are not recoverable under this warranty. Some states do not allow the exclusion or limitation of incidental or consequential damages, so these limitations or exclusions may not apply to you. The full text of Crossmatch’s Limited Warranty is posted at crossmatch.com/legal.

How does state law apply?
- The warranty is governed by the laws of the State of Florida, U.S.A. It gives you specific legal rights and you may also have other rights, which may vary from state to state. This warranty shall not affect any additional rights that you have under laws in your jurisdiction governing the sale of consumer goods, including, without limitation, national laws implementing EC Directive 44/99/EC.