IAR Store Customer Care

Hi, how can we help you?

Welcome to Customer Care! Here you can find information about delivery terms, payment, how to make returns and much more. You are always welcome to contact us.

Our customer care team is available in multiple time zones and languages. We want to make sure you get the most from your IAR Store experience. Below you can find answers to common questions.  If you can't find answers online or need more help with orders, payments returns etc, feel free to contact us at store@iar.com.

IAR Store FAQ 

Payment

  • What payment methods are accepted?
    • We accept visa, MasterCard and American Express when making purchases through the [IARstore].
  • Why do I have a $1 charge from IAR Systems on my credit card statement?
    • When validating your order information, IAR Systems will run a “pre-authorization” on your credit card to confirm funds are available. Once your order has been shipped, you will be charged for the remainder amount owed for your purchase. If you have questions regarding the charges on your credit card, please contact our Customer Care department.
    • Is it safe to use my credit card? Is my information safe?
      • Yes, [information regarding the online security. Not sure how we should word this]
      • My credit card information is not being accepted or is being declined. What should I do?
        • Generally, a purchase is declined because there is not enough available funds to secure a pre-authorization for the purchase, or the information you entered doesn’t match the billing information for your credit card. We suggest that you contact your credit card company to confirm the issue. As always, you can contact our customer care team with questions regarding the process to purchase with a credit card. They will help make the transaction as smooth as possible.
        • Taxes and VAT Charges
          • Tax and VAT will be added to your purchase upon checkout based your location. Tax and VAT is charged when required by law and where governmental authorities require collection of such taxes. The shipping information provided during the purchase process will determine your applicable tax or VAT amount that will be added to your purchase.
          • If you have questions regarding VAT or the amount that you have been charged, please contact our customer care representatives to assist you. Please include any information that is connected to your order and purchase. 
  • How do I get a receipt for my purchase?
    • You will receive an email containing your order confirmation and shipment/tracking information as soon as we have processed your order.
    • If you have an account with the IARstore, you can check for your receipt and order information / status when you are logged in.
    • If you still have questions, feel free to reach out to our customer care team for assistance with getting any information you need.

Orders, tracking and shipping

  • How do I find my order number?
    • You will be sent an email confirming your order. That email will contain your order number and other information that is connected to your package.
    • How can I view my order history and status?
      • You can view the current status of your order as well as past IARstore purchase history through your account. Login to your account to view this information. If you do not have an account through the IARstore, you are unable to gain access to this information online. All purchase information will be stored on your account following the initial activation of your account.
      • Where can I find the tracking information for my order?
        • You will be sent your tracking information via email, once the order has been shipped.

Returning and cancelling orders

  • I want to change or cancel my order.
    • In most cases, IAR will accept merchandise returns subject to the return policy and will replace the Product or refund your money at your option within 30 days following the initial purchase.
      • Please contact a Customer Care representative to obtain an RMA (Returned Merchandise Authorization) number prior to returning a Product(s).
      • Returns must be made within 30 days of date of invoice, be accompanied by the original invoice/order number, include a brief explanation of the reason for the return, and be in the original packaging and in resalable condition.
      • Return freight charge must be prepaid. Sorry, C.O.D. returns cannot be accepted.
      • Products returned solely due to customer error may be subject to a restocking charge.
      • Where is my refund?
        • Refunds on return products are initiated after the product is received and reviewed. You will receive an email confirmation following receiving the return product back and the next steps moving forward. If you have any questions regarding this process; please contact a customer care representative for more information.

 My account

  • I am unable to login to my account.

 

  • I don’t remember my password

 

  • How to I reset my password

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