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DWG Customer Frequently Asked Questions - FAQ
Does DWG offer dealer pricing?
Yes! DWG sells primarily to security, A/V and technology service professionals. Click here to set up your dealer account today.
Is there a minimum annual spending amount for dealer accounts?
While there is no official annual minimum spending amount, $20,000 per year is the minimum amount where a dealer account should be to help us maintain our standard level of customer service. We do expect to see year over year growth as we assist in growing your business.
How long has DWG been in business?
DWG was established in 2002. Since then, we have consistently grown our customer base of dealers and technology professionals throughout the United States and globally by offering industry leading system design, technical support, product availability and competitive pricing. We have developed strong relationships with the leading manufacturers in the industry, further enabling us to deliver the best technology, in the fastest time frame, and at the best pricing.
Does DWG sell internationally (outside the US)?
DWG does sell and ship products globally. Note - some of the brands we carry may be authorized for sale only within the United States, in which case we would not be able ship to other countries. DWG complies with territorial restrictions as per direct manufacturer distribution agreements.
Does DWG sell to end users companies?
Most of the brands and products we carry are specified dealer only. Certain brands and product series are authorized for purchase and resale by only active certified dealers within that particular product line. If you are a homeowner or business looking for installation and maintenance of an electronics system, DWG believes the most efficient starting point would be to work with a professional systems integrator in that field. We can help with referrals. In most cases, the type of customer that is buying the equipment will and should have a professional level of understanding and experience in installing such products. DWG doesn't sell consumer grade equipment, so we typically would organically end up dealing with a professional related to technology, electrical, IT, security, plumbing, general contracting, etc. We will avoid channel conflict at all costs, and we will always protect our dealers and our industry partners.
We are an ecommerce online retailer, can we get wholesale pricing?
At this time, the DWG dealer program and pricing is reserved for companies that are professionally installing audio/video, security, networking, fire alarm, and video surveillance systems. If your company is not focused on installations and integration in the markets we serve, we will not be able to extend the dealer program benefits and wholesale pricing.
I tried to place an order online but it says there is a minimum of $300?
We understand there are businesses that have their own IT and Technology management capabilities that would like to be able to place a quick, one-off orders without a dealer account set up. DWG does allow orders from the general public from our ecommerce site. Due to the time and costs involved with processing and fulfilling online specialty item orders, we are unable to accept retail orders with a subtotal of less than $250.00. Please feel free to contact us, as certain exceptions may be made based on availability, etc. The minimum order amount is typically waived for active dealers.
Can I check stock on an item before I give you my company and contact information?
DWG is a wholesale security and electronic systems equipment distributor, selling primarily to systems integrators and security dealers. With so many items in our catalog and frequent component and supply backorders, we do get an abundance of calls from various customers looking to check stock "on our shelf". Since we have multiple distribution warehouses with 1000s of items inbound and outbound at any given time, we will always generate a quote for the item being requested in our system. A customer record will need to be created. Before we search, call, or take other steps and time needed to gather availability details, we need an understanding that once we do confirm the acceptable lead time, an order will be placed.
Does DWG provide technical support?
DWG offers industry leading technical support and system design services. We are here to help troubleshoot and solve your issues so you can get your jobs done to the highest of industry standards. Technical support services are reserved for active dealer accounts with regular purchasing activity. In some cases Non DWG dealers may be able to get Dealer Technical Support on a fee basis.
Does DWG provide system design?
When it comes to system design, it is well known that DWG is the industry leader. Our team is ready, willing, and able to assist in helping you design your projects with fully compatible products giving you peace of mind that everything will work seamlessly together. We can also help in solving replacement product challenges for existing systems. We appreciate your understanding that our system design services are reserved for customers with full intentions on purchasing the products and solutions provided from DWG. DWG saves you time and money and will deliver the hard to find items as well as the everyday items directly to you so you can complete all of your projects on time and on budget.
Where can I find details regarding your Terms and Conditions and Return Policy?
Please click here to read DWG's Terms and Conditions, which includes details of our Return Policy.
How can I get the best pricing?
I signed up for a dealer account, and the pricing I am seeing is similar to the pricing I am seeing at certain retail / ecommerce stores? How is this possible and how can I make money on the hardware?
Various brands manage their channel strategies differently. Some brands prioritize on the dealer channel, while others may allow for retailers to sell to the general public and only discounts on volume orders. The brands that don’t enforce dealer channel protection strategies such as MAP pricing policies and dealer partner programs, often end up at lower pricing online. As a dealer it is important to familiarize yourself with the channel and market landscape of the brands that you offer, so that you can put your proposals together in the most advantageous way for you to be successful. Your margins will come from the value add logistics efficiencies you provide to your customers, as well as your labor and integration services.
How do I get better shipping pricing or free shipping?
As a wholesale electronics distributor, shipping is an important part of our business. Faster transit times from leading shipping and freight providers has enabled DWG to efficiently reach more customer nationwide and globally. There are many business benefits in being able to place orders at convenient times online at dwgdistribution.com to be shipped and received promptly for scheduled projects. Shipping costs generally outweigh the costs (time, gas) in having to drive locally to order and pick up items as needed. Shipping prices are calculated automatically based on the shipping destination, package weight and dimensions. DWG typically insures all parcel shipment packages over $100, so this cost is a factor as well.
When analyzing pricing, it is wise to consider the total delivered costs of items. Many mistakenly focus on lower or free shipping and end up paying more per item (total price of items plus shipping divided by number of items). More savvy customers treat shipping as another item in the transaction. A key way to get shipping pricing low is efficient ordering, in essence more items on the order to offset the price of the shipping across more items. This results in a lower cost per item shipped. A clear way to achieve this is by buying regularly needed items in larger quantity. DWG's goal is to match or beat the landed cost (price of item plus shipping) on any item. We will work with our customers to ensure the most efficient purchasing for their company.
Can I pick up my order?
Yes. You can place orders for pickup from our Westbury, NY warehouse. Select Customer Pickup at checkout. We will notify you when your order is ready for pickup and will coordinate a convenient date and time to get you on your way as quickly as possible.
I know I can pay with credit card, but does DWG also offer credit terms?
For US based commercial customers, credit terms may be negotiated based on the customer's purchasing volume history and credit evaluation. For non-US based customers, payments will only be accepted via bank wire transfer.
I placed my order online, why am I receiving a credit card payment link?
DWG will typically confirm and verify all customer's orders and then send a secure credit card payment link. This ensures that your credit card information is not stored in our system and not given via email, or over the phone to anyone. This also allows the cardholder to review all transactions 100% before being charged, avoiding any potential for a misunderstanding. Although the processing software used is powered by Paypal, a Paypal account is not required for this payment.
Can DWG help me in finding a system component that is discontinued or unavailable?
One of the common ways DWG earns the continued business of customers is by helping them solve legacy system challenges. This can be a time consuming and painstaking task. Our team of technical sales professionals will communicate with you to understand the existing system and infrastructure and figure out the most efficient way to get your installation back up and running. We go to great lengths to help customers in these situations of need. As a result, we hope to be rewarded with your continued trust and business. Strong relationships are formed when there is proven mutual value.
Why should I buy from DWG?
We enjoy a mutually beneficial business relationship with our customers. Our goal is to provide superior value. We are able to help solve system design, technical support, and product availability challenges through our team based knowledge, ongoing training, and industry experience.
Why should I buy from DWG over large online retailers such as Amazon or big box distributors such as ADI?
Simply put, Experience and Relationship. Would you rather work with people who are industry professionals that understand what you are doing, or a clerk with a computer taking orders? We know what we sell. We’ve worked with it, installed it, and in many cases repaired it. We know what it takes to make it work and can make the proper suggestions to keep your job on track and profitable. We take the time to get to know you and your business what components you like and dislike. We make the suggestions that improve your business and make you more profitable. As Your Partner we have a vested interest in your business and your success. To us your more than just a number.
Are all of the items listed on your website in stock?
DWG carries over 500,000 items. Unfortunately, no matter how hard we try, it is impossible to have everything in stock at all times. Item leads times will vary based on item type. Everyday items will typically ship quickly withing 1 to 2 days. Project sale items, replacement part items, legacy system items, discontinued items, and less popular items may see lead times of 5 to 7 business days to ship. Custom built and configured items will also see longer lead times.
How soon will I get my order?
As fast as possible. DWG carries over 500,000 unique parts from leading manufacturers across multiple industries. Everyday items will typically ship out within 24 hours. Replacement parts and legacy system components will usually ship within 5 to 8 business days. Custom and built to order items may also take a little longer to ship, as should be expected. We will always communicate effectively to make sure there are no extra delays or issues and we will do everything within reason to get all orders out as efficiently as possible. If you are in a rush or have a specific deadline, please let us know and we will try to accommodate you as best as we can.
What industries and applications would the equipment that DWG provides be utilized in?
DWG provides professional electronic systems and related equipment for every market. Such industries include: