Frequently Asked Questions
How to order
How to buy digital products
When you are buying a digital product like a warranty renewal or a Primecare subscription, you can find the different types of these products within the category view of the webshop.
When you order a license, the system automatically detects this, and no shipping fee or information is required to process the order. as we will send the license digitally to you and/or activate this online.
When you place a digital order, with a physical product, this of course changes.
In most cases, a digital product needs to be bought for a specific device with a specific serial number.
Therefore Frontier needs to know for which serial number (device) you are buying the license for.
Please mention the serial number(s) for your order on the last page of the checkout, you will find a field mentioning to enter the serial number(s), this way we receive the information right away, which makes the ordering process faster.
Which payment options are there?
Frontier uses only 2 payment options based on wire transfer. We do not offer digital payment processing options at this time.
After you have placed your order, our sales team will process your requested items, we check if all the information is correct and if these products are all in stock. If so, you will receive a Pro-Forma invoice for you to pay. After payment has been received we will ship the items to you.
If not all products from your order are in stock, one of our sales consultants will contact you to request partial shipping or full shipping when all products are in stock.
After you have placed your order, our sales team will process your requested items, we check if all the information is correct, and immediately pick, book and ship your order.
If not all products from your order are in stock, one of our sales consultants will contact you to request partial shipping or total shipping when all products are in stock.
Can I pay with credit card or PayPal?
We do not offer digital payment via credit card or PayPal at this time.
If you would like to pay for your order other than the available payment options, please contact us via [email protected]
Where do I find my invoice?
FrontierBV.nl webshop does not create you invoice. We use a separate system for invoicing, customer information, and stock levels. This way there is no option for you to download your invoice from your personal page on the webshop.
After your order has been processed you will receive your invoice by mail on the email address that is known by us. If you need a copy to resend you can always contact us via [email protected]
Shipping and delivery
What are the shipping costs of my order?
Depending on the size, weight, and delivery address of your order we calculate the cost of shipping automatically.
When you order your products, you will find the shipment price on the checkout's shipment selection page.
You can use the checkout to see what the shipment price would be, up to this point you can still cancel your order if needed. We will only process orders that have been completed.
If you would like for us to send your order via your own shipment account, you can select the option Own shipping arrangement. (please let us know the information needed to book the shipment on your own account via the "Enter Serial Number and/or P.O. Number here if needed.:" field on the last step of the checkout.)
If you would like to request a different type of shipping that is not listed within the checkout field, please get in touch with us via [email protected]
How can I change my order?
If you have completed your order, and have received your confirmation email your order is being processed.
Normally we book and ship your order the same day (if ordered before 16:00 hours).
If you would like to make a change contact us as soon as possible via [email protected] or call us via 0031 (0) 24 366 0012
If your order has been picked up by the courier, we cannot change your order at that time.
Please contact us if something needs to be changed, possible return cost for items will be to cost of the customer and cannot be credited by Frontier BV.
What is the status of my order?
If you place an order where all products are in stock we ship your order the same day (if ordered before 16:00 hours). After your order has been booked for shipment you will automatically receive an email with your Track and Trace information.
If some of the products from within your order are not in stock, one of our sales consultants will contact you how you want us to handle shipping. (partial shipping, or wait until full shipment is possible).
If you have placed an order using Pre-Payment we ship your order when payment has been received (usually shipment is done the next business day.)
You will also receive an email with your Track and Trace information.
How do I submit an RMA?
If you receive a defective unit, or within the warranty period the device becomes defective you can submit all relevant information needed to process your RMA request on this page:
How does the RMA procedure work at Frontier BV?
RMA procedures are started by filling in the form on this page:
We need all the relevant information to make sure we can process the RMA as soon as possible.
If the device is under warranty, and we deem the device to be defective, we will swap the unit.
You can ship the defective unit back to us (only when we ask you to).
When we receive the defective unit, we will ship a new one back to you, if in stock.
If the device is not in stock we will contact you for a lead time or we will find another solution.
What are the RMA conditions?
For an RMA to be approved we need all relevant information filled in within this form:
What is the status of my RMA?
Once you have filled in all relevant information within the RMA request form, you will receive an email stating a ticket with Frontier Support has been made.
Within the ticket system, you can follow your status, all replies our technical teams make to your request will also be sent via an email alert, letting you know something has changed.
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