Frequently Asked Questions
Who gets access to the Webshop?
Only distributors will have access to the WebShop. Each distributor will be given a password secured account.
What are consumables, what are warranty replacement parts?
Please refer to the Juno Support Plan: Juno Support Plan.PDF
Does the shopping cart auto-calculate shipping costs?
Shipping costs will be auto-calculated based on the weight of the parts and the destination.
What shipping methods are offered?
All shipments will be shipped via FedEx (unless specified otherwise). You will be charged shipping costs as per the interface/table. You also may engage your own shipping carrier/courier delivery service company. Accepted companies are FedEx, DHL, TNT. Please provide the respective account # and service during the checkout process.
Can I pick-up my order at your facilities?
Yes, you can pick up your order. Please specify under ‘special instructions’ and/or 'shipping address’ pick-up location (Sarasota, Fl, or Mainz, Germany) and date of pick-up.
Can I combine shipping for different orders?
Yes, combined shipment of different orders is possible for POs submitted the same day only. Please communicate request in shipping instructions. Be advised that delays might occur depending on parts availability.
How do I track my order?
Once available, tracking information for your order will be sent to you via email.
Can I combine orders for different simulators?
At this time, you cannot combine parts orders for several systems in one order. Every order needs to be entered separately per serial number. However shipments can be combined for orders place at the same day (see above).
What methods of payment do you accept?
Accepted payment methods are Credit Card or invoice as per your contract terms. All purchases are billed to the payment method as chosen by you when you place the order. If you wish to use a CC, please contact x to receive a copy of the Credit Card Authorization Form.
Which currencies are usable?
All purchases are in US-$ only.
How can I contact you regarding my order?
If you have questions regarding your order, please contact us at international.service@caehealthcare.com stating your confirmation number.
How can I get information regarding the warranty status of a simulator?
Distributors based in APAC please contact Monica at monica.powers@cae.com for current warranty information.
Distributors based in EMEA, request information from Moritz at moritz.schmidl@cae.com
How can I retrieve my password for my account?
To reset your password, you can use the "forgot password" function on the login page.
What is the warranty coverage for parts?
For any warranted part the warranty is 180 days. In the event of failure/damage contact x stating the PO# as per your order as well the part in question. Note that consumables are generally excluded.
Please refer also to our warranty policy
Please follow this link to access the legal documents explaining the warranty conditions: Legal Documents
How do I contact CAE Healthcare?
Please contact International Customer Service at
CAE Healthcare GmbH
Robert-Koch-Straße 50
55129 Mainz
Germany
international.service@caehealthcare.com
+49 6131 4950354