FAQ ALL

At New Era Electronics, we offer varying levels of customization in order to suit customer needs. The levels vary from custom configuration and assembly, OEM branding, and full custom chassis and computer designs. Contact a technical representative to inquire about what option is best for your specific project requirements.

Simple configured and assembled systems as found on the ecommerce store have no MOQ. Other more complex builds that include OEM branding or custom parts may require a MOQ. The MOQ depends on the level of customization that your project requires.

There are 3 types of lifecycle products that New Era offers, dependent largely on chipset lifecycle.

• Light-Industrial: Includes all products offered by Shuttle. 3 year lifecycle.

• Embedded Lifecycle: Includes Embedded Intel® Core™ series processors.   5-7 years

• Extended Lifecycle: Includes Embedded Atom® and Celeron® processors, such as those in the Baytrail and Braswell family:  10-15 years

As part of New Era Electronics long lifecycle services, you will be notified before a product you are purchasing goes end of life and be offered an option for a last-time buy.

If your normal supplier has failed to notify you of a product’s end of life date before it goes obsolete, feel free to contact New Era Electronics in order to help you track down a quantity of that obsolete part to hold you over until you can put together a new design. While we make no guarantees, New Era has a product team that specializes in locating and sourcing obsolete parts.

In order to return a product for repair or replacement, you will need to be issued an Return Material Authorization (RMA) number. In order to do that, fill out the RMA request form on our support page. Customers are responsible for the cost of shipping, for all returned products. If the product is covered by the product warranty, it will be repaired and shipped back. Otherwise a quote for the repair will be provided.

Alternatively, if under warranty, customers may contact the original manufacturer of the systems or components directly in order to arrange warranty repair and replacement. This can reduce transit time.

Systems will typically be shipped back in 14 days. In the case of extensive damages, this may be longer.

Products purchased on the New Era Electronics website are eligible for a refund within 30 days of shipping, subject to the following fees and exceptions. Products may only be returned for refund with a corresponding RMA number. In order to receive an RMA number, submit an RMA request for approval. Customers are responsible for the cost of shipping for all products returned to New Era Electronics, in addition to a 25% restocking fee. Exceptions to refund eligibility are as follows:

• Products that have been mishandled, modified, defaced or otherwise physically damaged.

• Products returned without original packaging and all accessories

• Products that have warranty labels or serial numbers removed, damaged or modified by the customer

• Software

• Assembly and testing fees

• Special orders, custom products, and volume orders of 5 or more units.

Orders shipping within Canada exceeding $500 are eligible for free economy shipping. If your purchase qualifies for free shipping, you will see option upon checkout.

Embedded computer systems have a 2 year limited warranty. All other products including motherboards, panel pcs, and components have 1 year limited warranty. Product warranties are offered by the original manufacturers of the systems and components covered. Warranty is void in the following cases:

• Products that have been mishandled, modified, defaced or otherwise physically damaged by the customer.

• Products that have warranty labels or serial numbers removed, damaged or modified by the customer

Customer is responsible for shipping back to New Era Electronics or the original manufacturer. If the repair or replacement is covered under warranty, New Era or the original manufacturer will cover the shipping back to the customer.

Full warranty terms are covered under the respective terms of the individual manufacturers of the components and systems.

If your product is out of warranty, submit an RMA request with the model number, serial number and details of the problem. If the item can be repaired, you will be provided with a quote for the repair and an RMA number.