Frequently Asked Questions

Ordering hardware

What do the rental start and end dates mean?

The rental start date is the day you will receive the hardware. Orders are shipped by UPS and will arrive by end of day on the rental start date. If you prefer to receive your hardware a day or two before your event for setup, select the date you’d like the hardware to arrive. Your rental end date is the day you return the rental hardware to UPS.

When will my credit card get charged?

Your credit card will be charged when you place your hardware rental order. This transaction will appear on your bill as "Fello Tech Rentals."

How many bundles should I order?

This depends on the expected traffic at your event. Most commonly, businesses rent 2-3 bundles. Contact a Fello hardware rental specialist by email at hello@fello.com or by phone at 1-866-528-6299, Monday to Thursday from 9 am to 8 pm and Friday from 9 am to 5 pm EST if you’re expecting over 1000 people.

Why do I need hardware insurance?

Hardware insurance protects you from having to pay the full replacement cost of any damaged or missing equipment in case of theft.

Can I buy the hardware instead?

Visit the Shopify Hardware Store to purchase hardware.

Hardware functionality

Do I need a Shopify Account to use the hardware?

A Shopify account is required to use the Shopify POS app. If you don't have an account, start your free trial now.

Will all hardware work with my Shopify account?

The Shopify Plan or Advanced Plan is required for the All-in-one bundle, Cash-heavy bundle, and 1D barcode scanner. All other bundles and add-ons work with Basic plan or higher.

How do I accept credit card payments?

Every bundle comes with a Shopify card reader for you to accept credit card payments. To use this device, you need to enable Shopify Payments on your store. Learn more.

Do I need to enable Shopify payments?

To use the card readers, Shopify Payments must be enabled on your store. Learn more.

Do I need WiFi at the venue to process payments?

All iPads come with 1GB of LTE data so you don’t have to worry about a WiFi connection. More than 1GB of data can be used. Data overages are charged at a rate of $15/GB.

Do I need a power source?

You'll need a power source to plug in your hardware. All bundles and add-ons include charging cables.

Shipping

Where do you ship?

Orders are shipped nationwide in the U.S. with UPS.

How long does shipping take?

Orders are generally shipped with UPS Ground. UPS Ground shipping arrives within 3-5 business days, depending on the location. Order cut-off time is 3 pm EST for next day arrival with UPS Next Day Air.

How much does shipping cost?

Shipping rates vary depending on the shipping address and UPS shipping service. The UPS shipping service is automatically selected based on the number of days between your order date and the rental start date. Expedited shipping will only be selected when necessary.

When will my rental arrive?

Your hardware is scheduled to arrive by end of day on the rental start date.

What is the cancellation policy?

Orders will receive a full refund when canceled 10 business days before the rental start date.

Setting up

How do I set up the hardware?

You can hire on-site setup support or get step-by-step instructions on how to set up your hardware in the Shopify Help Center. Contact the Fello Success team by email at hello@fello.com or by phone at 1-866-528-6299, Monday to Thursday from 9 am to 8 pm and Friday from 9 am to 5 pm EST if you need additional help with your hardware.

What does on-site setup and support include?

Fello’s trained support team will set up the hardware and provide Shopify POS training. On-site setup and support for 8 hours starts at $1,000. A Fello Success team member will reach out to you after checkout to arrange the service details, including the date, time, location, and price.

How do I set up my Shopify POS app?

Get step-by-step instructions on how to set up your Shopify POS in the Shopify Help Center.

Returning hardware

Is return shipping included?

A prepaid return shipping label is included with your order. All you have to do is re-pack the hardware and return the package(s) to UPS by the rental end date to avoid late fees.

Replacement return labels can be emailed to you. Contact the Fello Success team by email at hello@fello.com or by phone at 1-866-528-6299, Monday to Thursday from 9 am to 8 pm and Friday from 9 am to 5 pm EST.

How do I return the rental?

You can return the hardware by dropping off the package(s) at any UPS location for free by locating one at www.ups.com/dropoff, or by scheduling a UPS Pickup online at wwwapps.ups.com/pickup/schedule or by calling 1-800-PICK-UPS® (1-800-742-5877). Be ready to provide the tracking number on the return label. A pickup may be scheduled for the same day or a future day. UPS may charge a small fee for scheduled pickups.

What if I don’t return my hardware on time?

Failing to return the hardware to UPS on the rental end date will result in late fees that accrue daily. Fees vary based on the hardware rented. Fees can be reviewed in the Rental Agreement.