FAQ
Frequently Asked Questions

Click on the question to see the corresponding answer.

Costs

  • How much is the delivery?
    The shipping charges will be indicated at the time of the order.
    A flat rate of CHF 12.00 is charged for deliveries within Switzerland.
    From an order value of CHF 500.00 the shipping fees are no longer applicable.
  • Are there any other costs?
    No.
    All international customs and transport costs are covered by us.
    You only pay the price listed at the time of your order.
  • Is VAT already included?
    Yes.
    All prices on our website are inclusive VAT.

Ordering

  • What payment options are offered in the online shop?
    The possible means of payment can be found Here.
  • What payment options are available on site?
    The possible means of payment can be found Here.
  • How does advance payment work?

    After ordering you will receive an email with an invoice in PDF format.
    Once you have paid this invoice, the order is active.
    The prerequisite is therefore a valid email address.

    You can also transfer the invoice amount directly to our account.
    Please note your name or our reference number.
    Our bank details are:

    Erdineering GmbH, Dorfstrasse 33, 5210 Windisch
    IBAN: CH03 8080 8003 5862 0208 5

  • Can I pay the bill by Twint?
    Yes.
    The order can be paid directly at the end of the ordering process with Twint.
  • Is delivery on invoice possible?
     Yes, you can select the payment method "Invoice" when ordering.
    To use this function, a valid email address is required.
    If you have special wishes or requirements, we will also be happy to send you an individual offer.
    The payment period for invoices is generally 20 days net from the date of invoice.

Delivery

  • How long will it take to receive the goods?
    Goods that we have on stock will be shipped immediately and should normally arrive within two working days.
    For goods that we order directly from the manufacturer, a delivery time of 10 days should be expected.
    Due to global production and delivery difficulties, we are unfortunately unable to give guaranteed delivery dates.
    Please also note the delivery information in the product description.
    Please contact us if you need a fast delivery.
  • Can I pick up the goods locally?
    Yes, a pick-up on site is possible.
    However, as we are sometimes on the road, it is imperative to make an appointment.
    Contact us for an appointment.
  • How can I check the delivery status?
    As soon as we deliver the parcel to the post office, you will receive an e-mail with the link to track the parcel.
    Contact us for details.
  • Where can I report if my goods arrive defective?
    How annoying !
    Contact us immediately in such a case!
    If the package is also externally damaged, please take a photo of it immediately.

pfSense+

  • Do you also have firewalls for home users?
    Of course!
    We offer small and inexpensive firewalls for home as well as more powerful firewalls for SMEs
    And also for demanding companies we have something suitable
    Just have a look at our shop.
  • Where can I find more information about pfSense?
    pfSense is OpenSource.
    That’s why there’s a lot of documentation online
    As a starting point, we recommend the official pages:
    docs.netgate.com
    forum.netgate.com
    pfSense.org
  • What are the benefits of pfSense+?
    Many!
    pfSense+ is based on open source.
    Running a Netgate Firewall with pfSense+ preinstalled means there are no additional license costs.
    Known security vulnerabilities are reacted very quickly.
    It has a very slim construction which makes pfSense+ very powerful.
    Based on FreeBSD, there are countless add-on modules available.
    And the best of all: All at no additional cost! No matter how many clients are in the network, no matter how many VPN connections are concurrently used and no matter which add-ons you activate! No additional costs are incurred!
  • What are the benefits of Netgate Hardware?
    Netgate is leading in the development of pfSense.
    As a result, Netgate is able to tailor its own hardware exactly to the needs of pfSense.
    With the further development of pfSense+, the interplay between hardware and software can be further improved.

Support

  • I’m having trouble installing the new hardware.
    Where can I get help?
    The first point of contact is probably the Internet.
    On docs.netgate.com you can find instructions on the Netgate firewalls, as well as on pfSense in general.
    Of course, you can also contact us directly with your request.
  • I run an SME and have no experience with firewalls.
    Can you help me?
    Of course!
    Do not have any inhibitions and contact us.
    We are looking for a solution for you that covers your needs and still fits your budget
  • I’d like professional support.
    Where can I get in touch?
    Right with us!
    We offer various support packages.
  • I need professional support, 7x24h
    Who can I contact?
    Right with us!
    Although we do not offer 7x24 support, we can order such support directly from Netgate.

Warranty

  • Do I have a warranty on my ordered products?
    Yes.
    As usual in Switzerland, you have 2 years warranty on all products you buy from us.
    The warranty period begins upon receipt of the goods.
    By the way: Buying directly from Netgate, you'll receive only 1 year of warranty.
  • What should I do if my ordered goods arrive defectively?
    How annoying !
    Please contact us immediately.
  • How do I proceed if my ordered goods gets broken after some time?
    How annoying !
    Please contact us immediately.
    Send us an e-mail with the invoice and a description of the defect.