For fastest service, please order locally from one of our in country Partners when possible.U.S. Shipping Rates and TimesAPO/FPO/DPO Shipping Rates and TimesInternational Shipping InformationTracking PackagesDelivery Service Delays
Shipping Problems: Damage, Shipping Errors, DOA, Replacement
U.S. Shipping Rates and Times
We typically ship all orders within four business days, however we strive to ship orders on the same business day as they are received if at all possible. If an item is backordered it is usually noted on the product page, and we will send you an email as soon as possible to confirm. All domestic shipments are sent EXW per Incoterms® 2010 from our warehouse in Austin, Texas.
We insist on shipping via a service that provides tracking information to ensure delivery of your order. We have excellent shipping rates available from UPS. We can also ship packages using your UPS or FedEx number if requested in the Delivery Instructions? field.
Please note any "Customer Pays" shipping may delay package shipments by a day or more, depending on the services requested.
For your reference, this map indicates the projected number of days for UPS Ground to deliver from our warehouse in Austin, Texas to business locations throughout the United States. These projections do not take into account service delays (such as bad weather) and should be used as a 'best case' guide.
If you need guaranteed delivery please look at the various UPS options during checkout.
APO/FPO/DPO, U.S. Protectorates, Alaska Shipping Rates and Times
Some areas are not serviced by FedEx, UPS, DHL or other non-governmental carriers. In these cases only we will ship via the US Postal Service. If you have trouble entering an APO, FPO or DPO address, try the following: City: enter "APO", "FPO" or "DPO" State/Province/Region: Enter the two letter code for the region where the recipient is stationed. Typically, but not always, the code is "AE" for recipients stationed in Europe, Canada, Africa, or the Middle East; "AA" for recipients stationed in the Americas; and "AP" for recipients stationed in Asia or the Pacific. Country field: Always select "United States" from the drop-down menu regardless of where the recipient is stationed.
For shipping method select "Customer Pays" and we will contact you to collect the additional shipping costs prior to shipment.
All shipments to APO, FPO, DPO and most Alaska addresses are sent via U.S. Priority or First Class Mail. We estimate 5 to 8 business days for delivery once the order has been shipped; however, some destinations may take up to 21 days.
International Shipping Information
We encourage you to check our Partners page for a local distributor in your region. Our Partners have been trained, have local knowledge, and have already imported and cleared systems for use in your geography. The price you pay on the pfSense website does not reflect the total cost to ship and pay import duties to your country. It will be MUCH easier and better for you if you buy locally from one of our Partners.
We accept orders from around the globe, with exceptions as outlined by the US State Department. As a company based in the United States, pfSense complies with all U.S. Export laws and regulations, including U.S. Department of Commerce regulations set forth by the Bureau of Industry and Security (BIS) branch expressed in the U.S. Export Administration Regulations (EAR), as well as Treasury Department regulations, and other governmental bodies such as the FCC.
We typically ships all orders within four business days, however we strive to ship orders on the same business day as they are received if at all possible. If an item is backordered it is usually noted on the product page, and we will send you an email as soon as possible to confirm. All international shipments are sent FCA per Incoterms® 2010 from our warehouse in Austin, Texas.
Customs, Duties, and Taxes
Your packages may be subject to the customs fees and import duties of the country to which you have your order shipped. These charges are always the recipient's responsibility. You are responsible for assuring that the product can be lawfully imported to the destination country. When ordering from us, the recipient is the importer of record and must comply with all laws and regulations of the destination country. Orders that are shipped to countries outside of the United States may be subject to import taxes, customs duties and fees levied by the destination country. The recipient of an international shipment may be subject to such import taxes, customs duties and fees, which are levied once a shipment reaches your country. Additional charges for customs clearance must be borne by the recipient; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for further information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.
We cannot mark a package as a "gift," please do not ask. Customs authorities require the value of the gift item to be stated directly on the package.
>> Shipments that are returned to us as undeliverable incur a double shipment fee and sometimes a double customs fee, which we will deduct from any refund owed to you. <<
If we receives a custom, duty or tax bill from the shipper, we will first ask them to rebill you directly. If they cannot or will not rebill you, then we will provide you with a copy of the customs, duty or tax document and we will bill you for the entire amount plus a $10 USD customs advance fee.
International Shipment Privacy
Your privacy is important to us, and we know that you care about how information about your order is used and shared. We would like our international customers and customers shipping products internationally to be aware that cross-border shipments are subject to opening and inspection by customs authorities.
Also, we may provide certain order, shipment, and product information, such as titles, to our international carriers, and such information may be communicated by the carriers to customs authorities in order to facilitate customs clearance and comply with local laws.
PLEASE BUY LOCALLY FROM ONE OF OUR PARTNERS. For products shipped internationally, please note that any manufacturer warranty may not be valid; manufacturer service options may not be available unless you first ship your product back to the United States for service. This could increase the total cost of ownership for your product significantly. Also product manuals, instructions and safety warnings may not be in destination country languages; the products (and accompanying materials) may not be designed in accordance with destination country standards, specifications, and labeling requirements; and the products may not conform to destination country voltage and other electrical standards (requiring use of an adapter or converter if appropriate). You are responsible for assuring that the product can be lawfully imported to the destination country. When ordering from pfSense.com, the recipient is the importer of record and must comply with all laws and regulations of the destination country.
Shipping Rates and Times by Geographical Region
Please be aware when orders shipped internationally reach the destination country, they may be subject to customs clearance procedures which can cause delays beyond original delivery estimates. FedEx, UPS, DHL or your local postal authority will contact you directly for any payment due. Please react promptly to receive your shipment.
When we ship your order, you will receive a Shipping Confirmation email from support@pfSense.com with the subject line: Your pfSense store order #xxxx has shipped!.
Tracking Numbers are included along with a Track Here link which will take you to UPS.com or Fedex.com. If you do not see an email from us, please check your SPAM folder then contact us with your order number so we may investigate any delays on your behalf.
Did you know you can track packages by typing the tracking number for your UPS, Fedex or USPS package directly into your Google search box? They'll return results that include quick links to easily track the status of your shipment.
You can also go directly to the UPS Tracking Page or FedEx Tracking Page or you can e-mail email@example.com or firstname.lastname@example.org with your tracking # in the body of your message and they'll email you back. Neat.
Delivery Service Delays
We ship with UPS because they offer reliable, flexible service. UPS offers guaranteed time-definite and day-definite delivery based on your shipment's destination. UPS offers a Money-Back Guarantee if your package is dealyed, with some exceptions such as weather delays, equipment failures, holiday exemptions and natural diasters. The provisions are listed in the UPS Service Guide and Money-Back Guarantee.
UPS posts Service Updates and maintains a Twitter feed @UPS dedicated to letting you know unexpected events are delaying delivery in a particular region.
If you believe your shipment is late and you would like a shipping refund, please contact us with your Order Number so we may file a Service Complaint with UPS or FedEx on your behalf. If they agree and refund your shipping costs to us, we'll promptly pass the savings on to you.
If you request we ship via FedEx, DHL, USPS, etc. there may be a delay in setting up the shipment and contacting your carrier of choice. Please add one business day to all special requests. It may not take us a day, but it may take your carrier of choice a day to get around to picking it up.