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Fello Process
We’ve got this figured out. For you.
Your event is super important, we get that. Which is why we have designed the Fello process to cover all your bases-- and fast. Whether it’s your rental hardware arriving on time, your on-site rep fitting in with your team, or remembering to schedule the UPS pickup; anything less than awesome, is not cool in our books. That’s why Fello has painstakingly thought through every step to make your life easier and your event run smoother.
STEP 1: PRODUCTS & SERVICES
Choose your desired products and service options. Savvy Fello reps are standing by to assist with any questions, and to help you exceed your goals.
We are here to help you get exactly what you need. Fello’s wide array of exclusive service options and product selections can do it all: from renting hundreds, even thousands, of iPads for your next event, to making endless purchase transactions with Square POS. Fello can also coordinate event WiFi for any big conference or party, or glam up the iPads with GlitzPad. We empower your rental process by providing assistance from our expert Fello staff, trained to help you put together an order that is exactly what you need, every time.
STEP 2: GET A QUOTE
Either from our site, or from a Fello sales rep via phone or email. Your wish is our command!
From inquiry to completion, our goal at Fello is to provide you with products and services that will send your business to its max potential, and it all starts with a personalized quote. Custom tailored for you by our friendly staff who will work to ensure that your quote includes everything you may need. To receive your custom quote, fill out a form on our site or contact us directly via phone or email, and we will provide you with all the necessary information you need to put your plans into action.
STEP 3: CUSTOM DELIVERY OPTIONS
You get to choose how your order will be delivered.
Like any great service company, Fello is flexible. Whether it’s UPS next-day shipping, secured freight transport, or direct courier delivery, we let our customers choose how they’d like their products delivered: because no one knows what you need better than you.
Fello shipping via UPS covers the United States & Canada.
Fello Courier delivery services are primarily available in the Greater New York City Metropolitan Area - including all five boroughs of New York City.
We also have limited availability for Courier Services to the the following States:
New York, New Jersey, Connecticut, Massachusetts, Maryland, Washington DC, Delaware, Rhode Island Virginia, Pennsylvania, Vermont, Maine & New Hampshire.
STEP 4: LOCK IT IN
Ready to confirm? Just let us know, and the awesomeness will begin!
Whether you book and pay online, or if you prefer to call or email, a dedicated Fello sales rep will be assigned to your order to help you wrap up and confirm you have everything you need.
Your rep will also discuss any custom setup you may need, including App or Media Installation.
Final steps before order confirmation are payment and agreeing to the terms and conditions of Fello’s Rental and Insurance Agreements.
Fello expects full payment to clear before your order leaves our offices, and we accept all major Credit Cards as well as ACH or Bank Wire Transfer and Company Checks. All orders require a Credit Card on file for incidentals.
STEP 5: IN PROGRESS
Congrats! Your order is now fully reserved, and in process of being prepped.
Our dedicated team of Fellos are working hard and fast to make sure you will be receiving exactly what you ordered, when you need it, and how you like it. Hold tight for an email notifying you that your order is on the way! As always, never hesitate to contact us with any questions, or concerns.
STEP 6: PEEK BEHIND THE CURTAINS
We know how much you have on the line. So come get a sneak peek into the systems we use at Fello, ensuring we get it done right.
Fello uses it’s very own proprietary Rental Inventory Management System ("RIMS"), which it created from the ground up.
Here are just a few examples of the super cool tasks our system is capable of.
- Automatically allocate inventory as soon as an order is confirmed.
- Generate an ideal ship date that keeps your shipping costs low while ensuring an on-time arrival for your event.
- Constantly monitors all existing orders to ensure there are no overlaps or conflicts when a new order is booked.
- Automatically adjust shipping speed for inbound or outbound orders to ensure the correct inventory is available for each order - particularly when orders are changed, returned late, or the like.
- In order to maintain 100% accuracy, every product is scanned as each order is prepared. Important information such as serial numbers, IMEI and cellular data numbers are noted on the order.
- In the event that a particular model is unavailable, the RIMS suggests the next upgraded product as an alternative.
- Upon return, each item is scanned back in to ensure accurate return information is logged, and accounting for any lost or damaged items.
STEP 7: YOUR SUCCESS IS OURS
Now that your order is confirmed, it’s time for some TLC from our Fello Success Team!
It’s time to introduce you to the amazing Fellos who will be at your beck and call to make sure your sailing is as smooth as can be.
The Fello Success Team will be your liason from this point on, assisting you with such things as shipping and tracking information, any support you might need at your event - available 24/7, reminders to return your hardware on time and plenty more.
STEP 8: YOUR ORDER HAS SHIPPED
Rest assured, Team Fello is already on the lookout for any speedbumps.
We’re ready and on our way to you! Whether it’s UPS Ground, Next-day delivery services, or a committed courier transport; Fello is here to work for you and with you to facilitate a smooth delivery. Our team monitors the weather and news, and works closely with our partners at UPS to circumvent any “bumps in the road.”
STEP 9: READY TO DEPLOY
You have received your order and now is your time to shine.
With your rental ready and waiting for you to put it to good use, Fello is always available for any last minute questions or help. You have the power, and we are here to help you utilize it to the fullest. From setup to configuration, our job isn’t done until your project is a wrap.
STEP 10: THERE AND BACK
You did it! Another success in the books, now it’s time to pack up your rental and send it on home.
Fello’s job is not finished until the very end of your journey, and that includes shipping your items back to us. We can already picture the delighted smile on your face as you unpack your hardware from our carefully designed packaging. All of our primary hardware items are shipped using custom designed foam enclosures, packed securely in tailor-fit boxes, making it super easy to deploy upon arrival and equally easy to repack when it’s time for the return voyage home.
Make sure to use the same boxes that your order originally arrived in. We've already provided you with the return labels to make this process a breeze, and your next order always welcome.
THANK YOU FOR BEING A LOYAL FELLO CUSTOMER!
Fello Theft & Damage Insurance Service Agreement (“SA")
- COVERAGE FOR DAMAGE
- Subject to the terms and conditions of this Service Agreement (SA), all rental Equipment will be examined for damage upon return, and if/when FCI deems the Equipment as damaged, FCI will repair the Covered Equipment. “Covered Equipment” is limited to iPads that are provided to Renter by FCI for a fee.
- The following parts are eligible for repair by this SA for all Covered Equipment: Glass Screen and Digitizer, Rear Cover, LCD, Battery, Headphone Jack, Volume Button, Lock Button, Microphone, Speakers, Antenna, Camera, GPS Antenna, SIM Card Tray, Home Button, Cameras, Wireless Antenna. If the Covered Equipment is deemed beyond repair by FCI it will be considered a loss and will be subject to the full replacement costs of the lost Covered Equipment.
- COVERAGE FOR THEFT
- If the Equipment is stolen, the Equipment may be covered under this SA, depending on which insurance plan the Renter selects before the Rental Period begins. Once the Rental Period begins, Renter cannot upgrade or downgrade to a different plan.
- When a claim is made for stolen Equipment a Police Report and a Signed and Notarized Loss Affidavit may be required as well as any other relevant information surrounding the theft of the Equipment. FCI may also require proof of theft before considering the claim for coverage. (Proof of theft will include but is not limited to, video or still images that capture the theft incident, evidence of break in, etc.) The full replacement cost for all units will be charged and held until any claim is completed. The claim may take up to 10 (ten) business days to process after receipt of all required documentation, and will be evaluated by FCI based on the “Exclusions of Coverage” in Section 7 below.
- In the event Renter meets the criteria in Section 1 and wishes to make a claim, the Renter must:
a) Notify FCI via email within 24 hours of the time Renter’s Equipment is damaged, fails to operate or is stolen. When applicable, Renter will receive repair or replacement authorization from FCI.
b) Return the original Equipment for repair as directed within 2 (two) days from the date the repair or replacement authorization is issued. Parts and services covered under manufacturer’s recall or warranty will be provided under that recall or warranty, as applicable. In neither circumstance will coverage be provided under this SA.
Failing to timely inform, procure authorization from, and return the applicable Equipment to FCI, will void all coverages and invalidate the claim, resulting in the Renter being fully responsible for the full damage and/or replacement costs.
- ELIGIBILITY
- The only Equipment provided to Renter by FCI that are eligible to be covered under this SA are iPads.
- DEDUCTIBLES
- Renter will pay to FCI the applicable deductible for every unit of Equipment that is claimed damaged and/or stolen and qualifies for Damage and/or Theft Insurance coverage. The following is a list of all eligible products and their applicable deductible amounts for Damage and/or Theft.
Model Damage Deductible Theft Deductible iPad Mini 2 $75.00 $85.00 iPad Mini 2 4G $75.00 $90.00 iPad Mini 4 $75.00 $125.00 iPad Mini 4 4G $75.00 $150.00 iPad Air $75.00 $100.00 iPad Air 4G $75.00 $120.00 iPad Air 2 $75.00 $125.00 iPad Air 2 4G $75.00 $150.00 iPad Pro 9.7 inch $200.00 $225.00 iPad Pro 9.7 inch 4G $200.00 $250.00 iPad Pro 12.9 inch $300.00 $325.00 iPad Pro 12.9 inch 4G $300.00 $350.00 Square Stand Not Applicable $35.00 All deductible payments are due in full before FCI can begin to evaluate the claim. In the event Renter fails to remit timely deductible payments to FCI, FCI reserves the right to void all applicable coverages and consider the claim invalid. Theft claims will only be considered by FCI when Renter has selected the "Comprehensive" Insurance provided by FCI.
- Renter will pay to FCI the applicable deductible for every unit of Equipment that is claimed damaged and/or stolen and qualifies for Damage and/or Theft Insurance coverage. The following is a list of all eligible products and their applicable deductible amounts for Damage and/or Theft.
- REPLACEMENT PRODUCTS
- In the event Renter’s Covered Equipment has to be replaced and the identical Equipment is no longer available or not available at that time, FCI will replace it with Equipment of comparable functionality. If/when the original Equipment becomes available, FCI will replace the substituted Equipment with the original Equipment. In all cases, FCI will determine Equipment comparability including functionality at FCI’s sole discretion. Technological advances and Equipment availability may result in a replacement of Equipment with a lower selling price than the original Equipment. Replacement Equipment may be either new or refurbished. Non- original manufacturer parts may be used in refurbished Equipment.
- PREVENTATIVE MAINTENANCE
- FCI has no obligation under this SA to perform preventative maintenance on the Covered Equipment.
- EXCLUSIONS OF COVERAGE
- This SA does not cover Renter for the following:
a) Any defects that existed prior to the issuing of rental.
b) Damage, loss, theft, or other product failure caused by negligence or abuse.
c) h) Any instances of loss, even when not caused by negligence and/or abuse
d) Any covered equipment which was left unattended (or when not in use, was left at an unlocked/unsecured location resulting in theft and/or damage.)
e) Products damaged or lost in transit to or from FCI’s facilities.
f) Damages to the Operating System.
- This SA does not cover Renter for the following:
- TERMINATION & REFUNDS
- Renter may terminate this SA and receive a refund only if Renter notifies FCI at least 10 days before the onset of Renter’s Rental Period and only if a termination notice is sent to FCI via email to: Sales@Fello.com.
- FCI may terminate this SA immediately for any reason by notifying Renter in writing at the address or email address provided during order confirmation. If the SA is terminated by FCI prior to the beginning of the Rental Period, Renter will receive a refund of the full insurance costs. In the event FCI decides to terminate the SA once the Rental Period has commenced, FCI will issue a refund based on the purchase price (of the insurance) allocable to the remainder of the rental term, prorated on a daily basis, less the value of any replacement product or repair services received.
- LIMITATION OF LIABILITY
- Neither FCI or any of its parent companies, affiliates and subsidiaries or any of their contractors and licensees are liable for any incidental or consequential damages, including, but not limited to, property damage, lost time or data, loss of use of any Covered Equipment, or any other damages resulting from breakdown or failure of the Covered Equipment, or from delays in replacement or repair of Covered Equipment.
- MAXIMUM CLAIM AMOUNT
- In no event can a claim for Covered Equipment exceed an amount more than two times of the total Equipment Rental Fees paid by Renter to FCI.
- ADMINISTRATOR
- The administrator of this SA is Fello Inc., 10 Park Place Building 6-B Suite 402, Butler NJ, 07405. Renter understands and agrees that this SA is an agreement between Renter and FCI.
