Frequently Asked Questions

Contacting CTI:

  • How can I contact CTI if I have any questions?

You can contact us either by calling (888) 284-4685 or via email at, Mon.-Fri. 9am – 6pm ET.

Your Online Account

  • What can I do if I’m unable to log into my account?

If you are entering the correct email address and password, and your account has not been suspended due to fraud or chargeback, please try the following:

  • Enable Cookies.
  • Enable JavaScript.
  • Clear existing cookies and cache.
  • Mark sure you do not block our site.
  • If you are using Internet Explorer, set your security profile to Medium and enable “Override automatic cookie handling.” (Tool > Internet Options > Privacy tab > Advanced)

If problems or issues continue, please call us at (888) 284-4685.

Quotes & Ordering:

  • Can I create a request a quote online?

Yes, if you have an account with us you can create an online quote by selecting “Request a Quote” on the very top of any page on the site or within your account in the “Quotes” section.

  • How can I check the status of my order?

CTI will keep you informed of your order via e-mail. Your tracking number will also be emailed to you once the item is shipped. If you have an online account, you also have the option to check your order status online anytime by either selecting “Track Order” on the top of any page on the site or by logging into your account and then selecting “Orders.”

  • How long does it generally take to process an order?

It usually takes one to two business days for us to process an order (prior to shipping it). Once the order has been processed, it will be shipped via the method you’ve selected and the estimated time of arrival will be determined by that selected shipping method and local FedEx guidelines for delivery.

  • What should I do if I have placed a duplicate order by mistake?

First, please log into your account to view your orders and verify that you’ve placed a duplicate order. Once verified, call us at 1-888-284-4685 to cancel the duplicate order.

  • Can I change my order once it has been submitted?

Unfortunately, if the order has been charged and shipped, we cannot make any changes.
However, if you contact us immediately after placing the order, we will try our best to make those changes for you.

  • What happens if an item is backordered?

If an item is found to be out of stock after your order has been placed, we will either call or email you right away to let you when it will become available.

  • What happens when an item is out of stock?

If an item is found to be out of stock after your order has been placed, we will either call or email you right away to offer you a replacement item or to cancel the order altogether.

Product Condition:

  • What is an Open Box item?

Open Box items have been opened and/or returned. Because they originate from different situations, they may or may not include accessories, documentation or retail packaging. We recommend that you inspect your product immediately after receiving it.

  • What are Refurbished products?

Products described as "Refurbished" are products which have been retested to ensure compliance with original manufacturer specifications in function and for purposes related to warranty.
Refurbished products may be any of the following:

  • A product that has never been used, where the outside factory seal has been broken. This can be due to a cancelled order for example.
  • A product returned to the original manufacturers that were used in field tests, sales displays or demonstrations.
  • A product that have been returned for reasons other than defect. These items are sent to the manufacturer for inspection and testing. The passing products are then repackaged as refurbished.
  • A product where the box was damaged in shipment and is then returned to the manufacturer.


  • How do I get my FedEx tracking number?

The tracking numbers for each day’s shipped orders are automatically emailed after 11:30 EST.
Alternatively, you can select “Track Order” on the homepage to get your tracking number.

  • Does CTI ship internationally?

No, CTI does not currently ship internationally. We only deliver to locations within the United States, Puerto Rico, and Canada.
Hawaii, Alaska, Puerto Rico & Canada only can use "Express Priority Overnight" or "Express Economy Two Day”.

  • What carrier does CTI use?

We only use FedEx.

  • How do I contact FedEx?

Phone: 1-800-FO-FEDEX (1-800-463-3339)

  • What is a Large/Heavy Item Delivery?
    A large/heavy item delivery is any delivery weighing more than 150 lbs., or one that includes over-sized items that cannot be shipped via a FedEx carrier. CTI will use a Trucking Company for large/heavy deliveries. Please call us at (888)284-4685 for ETA shipping charge.
  • Does CTI ship to P.O. Boxes?

We do not ship to standard P.O. Boxes.

  • When will I receive my item if it’s shipped free?

Products shipped free via FedEx Ground shipping may take 5-10 business days.


  • What payment methods does accept?

We accept Visa, MasterCard, Discover, and American Express. We don’t accept international (overseas) credit cards.

  • Do you offer credit terms?

CTI offers net 30 days terms to qualified businesses. Please contact your account representative for details.

  • Will I be charged a sales tax? charges the appropriate state and/or local sales tax rate for any order shipping to New York, California, Massachusetts, and Texas. Sales tax is charged, on both merchandise and related shipping and handling charges.
If you have a Resale Certificate or Exempt Purchase Certificate, please fax it to us after you place your order so we can remove the tax from your order.

  • I am a tax-exempt government employee. How do I place an order without being charged for tax?

After you've submitted your order, fax us your Government Tax Exempt permit at 516-487-5214 with your CTI order number.

  • Does CTI verify my credit card information with issued bank?

Yes, after we receive your order, we will call bank to verify all of bill to information with your card issuer.
If you need to ship to a different address, please assist us by doing the following: Contact your card issuer and have the alternate "Ship to" address added as an authorized shipping location in your account records or in the memo field. If you choose to ship to an address other than your billing address that has not been specified as an alternate Ship-to Address with your card-issuer, your order may be delayed by up to several days as we complete verification.
Returns (RMA)

  • How do I return a product?

Prior to returning any item, you must receive a Return Merchandise Authorization (RMA) number. No return of any type will be accepted without a valid RMA number. Please submit the RMA Return Request Form to get a RMA number.
All RMA numbers must appear on your return-shipping label. RMA numbers are valid for ten (10) calendar days from the date it was issued. Packages without an RMA number clearly marked on the outside of the box or expired will be refused or returned to sender at the consumers risk and expense.

  • How long does it take for to process a return (RMA)?

RMA processing time may vary depending on the product and reason for the return but generally processing time is 5-8 business days once the RMA is received and meet all following criteria:
1. Return with RMA number clearly identified in shipping label or on package.
2. Return with all original equipment, components, manuals, cables, documents, and packaging.
3. UPC code along with retail package.
4. No physical damage caused by customer or by carrier.
5. Item is NOT out of warranty when it is received.

  • What address should I send my return to?

In the same email we send to you with your RMA number will be a shipping label with the address to which your return should be sent. If you misplace that information, please call 888-284-4685 or email

  • May I exchange my RMA item for a different product?

No, unfortunately, we do not exchange RMA items for different items. We will only replace an RMA item with an identical replacement item of the same make and model.

  • Are returns subject to a restocking fee?

Any return may be subject to a 15% - 20% restocking fee.

  • Does CTI pay the return shipping cost on defective merchandise?

No, CTI is not responsible to pay the return shipping cost on defective merchandise. We are not responsible for product defects, because we do not manufacture the products we carry. However, if you pay to send the item back to CTI, we will replace the item and ship the replacement to you at no charge.


  • How is a refund/credit applied?

Most credits will be charged back the original method of payment within the refund period.

  • Approximately how long will it be before a refund/credit actually appears on my credit/debit card?

It takes us approximately two business days to process a credit back to your credit card and 2-3 business days for it to appear on your bank’s statement, but some banks will take longer to appear on your statement.