Shipping
We ship Grandstream desk phones that arrive pre-provisioned: plug them in and they register to the extension you chose. Orders placed by 2:00 PM ET ship within 1 business day by UPS Ground, free within the contiguous United States. Destinations: United States only (contiguous US; Alaska, Hawaii and territories quoted). You receive a tracking email when the carrier picks up the package. A signature is not required.
Title to the equipment passes to you on delivery. Risk of loss stays with ZentryVoice until delivery is confirmed by the carrier. If a package is lost or arrives damaged, email support@zentryvoice.com within 7 days with photos; we file the carrier claim and ship a replacement at no charge.
Returns and exchanges
You may return a phone within 30 days of delivery, unused, in original packaging (dead-on-arrival units: any condition). Return shipping is paid by the customer, except dead-on-arrival units or our error. There is no restocking fee.
- 1Start an RMAEmail support@zentryvoice.com or open a ticket in the portal with the order number and the phone’s MAC address; we reply with a prepaid or self-paid label as the policy above provides.
- 2Ship it backPack the phone with its handset, stand and power supply in the original box.
- 3Inspection and refundWe inspect within 5 business days of receipt and refund the purchase price to the original payment method; banks typically post refunds within 5–10 business days.
Dead on arrival and defects
A phone that does not power on or register within the first 14 days is replaced at our cost with a pre-provisioned unit, shipped before we receive the failed one. Within the 12-month limited warranty, defects in materials and workmanship are repaired or replaced free. Physical, liquid and surge damage, unauthorised firmware, and loss or theft are not covered.
Replacement for active customers
Replacement of a failed phone is included for active customers at no separate charge (next business day where UPS delivers). It is part of the service, not a separately priced plan or an extended warranty. Return the failed unit in the box we provide within 14 days or the replacement is billed at $119.
Equipment at cancellation
Phones you bought are yours to keep; we unbind them from your account at cancellation so they can be used elsewhere. Phones on a current RMA must still be returned within 14 days.
Contact
Shipping and returns: support@zentryvoice.com. Billing: billing@zentryvoice.com. Postal: IFIXNETWORKS LLC, d/b/a ZentryVoice, 3811 Percival Ave, Miami, FL 33133.
Frequently asked questions
Do you ship outside the United States?
No. Equipment ships United States only (contiguous US; Alaska, Hawaii and territories quoted).
How fast will my phones arrive?
Orders by 2:00 PM ET ship within 1 business day and arrive in 2–3 business days by UPS Ground.
Can I return a phone I opened?
Yes, within 30 days, unused, in original packaging (dead-on-arrival units: any condition); return shipping is paid by the customer, except dead-on-arrival units or our error.
What if a phone arrives broken?
Tell us within 7 days with photos. We file the carrier claim and ship a replacement at our cost.
Is replacement a paid plan?
No. Replacement for active customers is included with the phone and the service; ZentryVoice does not sell extended warranties.