(old) Shopping FAQs

PAYMENT AND PROCESSING 

What forms of payment do you accept?

We accept Visa, MasterCard, American Express, Discover, JCB, Diners Club and Debit Cards enabled for online purchases.

 

What currency can I pay in?

All prices are shown in US dollars.  Your credit card company will convert and charge your account in the currency of your country of residency based on their exchange rate terms when your transaction is processed.  

 

When is my credit card charged?

Our real-time ordering system will authorize your card the moment you place your order and a settlement (debit) will likely occur within 48 hours.

 

How do I know my transaction is secure?

Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you. 

 

Your data is stored through Shopify’s data storage, databases and the general Shopify application. They store your data on a secure server behind a firewall.  If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is completed, your purchase transaction information is deleted.

 

All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers. For more information on PCI, see Shopify's PCI compliancy policy.

 

Is my personal information secure?

To ensure your personal information is secure, we use Shopify as our online e-commerce platform.

 

Shopify takes reasonable precautions and follows industry best practices to make sure your personal information is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.

 

If you provide Shopify with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with an AES-256 encryption.  Although no method of transmission over the Internet or electronic storage is 100% secure, Shopify follows all PCI-DSS requirements and implement additional generally accepted industry standards.

 

Can I be assured that my personally identifiable information will not be sold or rented to anybody else?

InteraXon values our customers and respects their privacy. We only collect personally identifiable customer information to fulfill your order, to improve your usage experience, manage our business and operations, and in order to communicate with you about our products, services, contests, and promotions. We do not sell or rent your personally identifiable information to third parties. All promotional emails that we send have an easy unsubscribe feature that allows you to remove yourself from future mailings.  

 

Who do I contact for billing or payment-related questions?

For billing and payment-related questions, please email us at community@interaxon.ca.  We're happy to help.

 

I can’t find the answer to my question, how can I get further support.

Please email us at community@interaxon.ca.

 

 

SHIPPING AND TAXES

 

Where do you ship from?

Orders are shipped from the US or Canada.

 

What are your shipping rates?

Shipping is calculated based on a number of factors including the desired service level (Standard or Express), the number of items you're purchasing, and the destination country/region.   Shipping charges will be shown at checkout.

 

Is my package insured?

InteraXon does not insure shipments.  Risk of loss for products will pass to you upon delivery to the carrier, and you are responsible for pursuing the carrier for any loss occurring in transit. 

 

Do you ship to international addresses?

Yes.  InteraXon will ship Muse to international addresses. Note that international orders may incur additional shipping charges.

 

Do you ship to APO or FPO addresses?

InteraXon is pleased to support the billing and shipping of your order to an Armed Forces APO or FPO address. To take advantage of this service, please enter either APO or FPO in the "City" field.

 

Do you ship to PO Boxes?

InteraXon is unable to ship to PO boxes.

 

Will I be charged sales tax? Canadian residents will be charged taxes according to duty required by your province or residency.  At this time, residents outside of Canada will not be charged sales tax.

 

The Canadian sales tax charged depends on where you have us ship the order, as follows:

 

◦    Canada - Quebec: 5% GST + 9.975% QST

◦    Canada - Ontario, Newfoundland/Labrador, and New Brunswick: 13% HST

◦    Canada - Prince Edward Island: 14% HST

◦    Canada - Nova Scotia: 15% HST

◦    Canada: all other provinces and territories: 5% GST

 

Will duties and customs taxes be included in the shipping price?

Countries outside of Canada may be subject to import duties and customs taxes.  You, the user, are responsible for these charges. 

 

 

RETURNS

 

What if my Muse has arrived damaged?

Should the packaging that your Muse arrives in be damaged, please do not open the box and immediately refuse the shipment so that it will be returned to us, InteraXon, the sender. Please notify us immediately at community@interaxon.ca to let us know that you have refused the shipment and the reason for the refusal. Upon receipt and examination of the package, we will ensure a replacement is sent to you.

 

What if my Muse arrives with missing pieces (e.g. charging cable, missing User Guide)?

You are responsible for examining all shipments promptly upon receipt. If you discover any shortages or incorrect products in the shipment, please notify InteraXon immediately. Please check the order carefully, as no claim for shortages or deficiencies will be accepted by InteraXon after five (5) days from delivery of the product.

 

What if my Muse is faulty?

A faulty or non-functioning headband is one that shows signs of hardware failure upon removing it from its original package, or one that becomes nonfunctional as a result of defects in materials or workmanship after use but within the warranty period. For warranty terms, see below.

 

If you are within the warranty period believe your Muse is faulty as a result of defects in material or workmanship, please email us at community@interaxon.ca.

 

After speaking with Customer Care, you will then need to obtain a Return Material Authorization (RMA) number, shipping address, and instructions. At this time, you have 10 days to return your Muse to us as per our returns procedure. You must: (A) provide proof of purchase, (b) package the Muse in the original, unmarked packaging including, accessories, manuals, and documentation, (c) include the RMA number in the packaging, (d) include a description of the problem, and (d) prepay all shipping charges.  InteraXon reserves the right to refuse or return any Muse not sent in compliance with its requirements.   Your return shipping and handling fees are at your expense and will not be refunded to you.  

 

If you have complied with our return procedures and our Returns Department determines that your Muse is covered under our Limited Warranty, we will repair or replace your Muse and ship it to you at no extra cost to you.

 

Is my Muse purchase a final sale? Under what conditions may I return my Muse?

All sales of Muse are final.

 

If your Muse package is damaged upon receipt and before it is out of the box, please see What if my Muse has arrived damaged? (see above)

 

If your Muse is faulty upon removing it from packaging, or becomes non-functional within the 180 day warranty period, please refer to What if my Muse is faulty? (see above)

 

Upon examination, a Muse headband that is found to be tampered with will automatically be void of warranty. Do not under any circumstances attempt to alter, hack, modify or repair your Muse headband.  For all other conditions that void the limited warranty, please see our Terms of Sale.

 

Can I change my order or cancel it after I've placed it?

Due to our efforts to ensure that efficient and accurate shipping procedures, we are unable to cancel or make changes to your order after you have placed it with us.

 

How do I contact Customer Care?

Please email us at community@interaxon.ca. We’re happy to help.

 

 

WARRANTY

 

What are the warranty terms?

Muse is warranted by InteraXon to be free of defects in materials and workmanship, under normal use, for a period of one hundred and eighty (180) days from the date of the original purchase of the new Muse (the “Warranty Period).

 

This limited warranty excludes damage resulting from: (i) improper care or handling (including, without limitation, proximity to moisture or heat), (ii) accidents, (iii) modification, (iv) unauthorized repairs, (v) use of the Muse with accessories, products, services or software applications not expressly approved or provided by InteraXon, (vi) use of Muse in a manner contrary to, or not in accordance with, the documentation, guidelines or instructions provided by InteraXon, or (vii) other causes which are not defects in materials or workmanship of Muse.   This warranty does not cover a used Muse, or a Muse marked as "sample" or sold "AS IS" and only extends to a new Muse purchased by you from InteraXon or an authorized InteraXon retailer.

 

If there is a covered defect, InteraXon will repair or replace (with new or refurbished parts), Muse free of charge or issue a refund at its discretion. The Warranty Period for the repaired or replaced Muse will expire upon the expiration of the original Warranty Period (except to the extent InteraXon is expressly required by law to provide you a longer Warranty Period for the repaired or replaced Muse).

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