Frequently Asked Questions

At Sterling Adaptives, we are committed to ensuring that our website is accessible to all individuals, including those with disabilities. Our goal is to provide a seamless, user-friendly experience for everyone, regardless of their abilities or technology. We actively work to adhere to the best practices and standards as defined by the Web Content Accessibility Guidelines (WCAG) 2.1, Level AA, to the extent feasible. 

We recognize that accessibility is an ongoing effort, and we are continuously improving our website to meet evolving accessibility standards. We review and test our website regularly and strive to fix any accessibility barriers that are identified. 

Please note that some parts of our website may contain links to third-party websites, or content generated by third-party vendors, which may not adhere to the same accessibility standards. We cannot control or guarantee the accessibility of such content but encourages users to report any accessibility issues they encounter. 

Need Help? If you experience any difficulty accessing any part of our website, or if you have suggestions to improve the accessibility of our site, don't hesitate to get in touch with us admin@sterlingadaptives.com or at #415 87 82922 or via mail at 541 Farmers Lane, Santa Rosa, CA 95405. We are committed to addressing accessibility issues promptly and providing the information or service you seek through alternative means if necessary. 

Liability Disclaimer:

While Sterling Adaptives strives to maintain an accessible and inclusive website, we do not warrant or guarantee that our website, or any content available on it, will always be fully accessible. We are not liable for any direct, indirect, or consequential damages resulting from the use or inability to use the website due to accessibility issues. The information provided on our website is for general informational purposes and should not be considered legal or technical advice. By using our website, you agree to these terms and acknowledge that while we make every effort to ensure accessibility, some limitations may exist. Thank you for your understanding as we continue to enhance the user experience for all of our visitors.

Adaptive Technology (or assistive technology) is the name for products which help people who cannot use regular versions of products, primarily people with physical disabilities such as limitations to vision, hearing, and mobility. In the product sections below you can learn about the basic kinds of Adaptive Technology that might be used by someone with low vision or blindness. 

Sterling Adaptives is proud to be an Authorized Dealer for the brands that we represent.

When you buy any product from an authorized dealer, you are assured of a high level of reliability and honesty. We buy directly from the manufacturers, so that you receive only factory-fresh merchandise, with a full warranty.

The manufacturers we partner with have product specialists who hold regular training sessions with our sales and support staff, assuring our high level of product knowledge. We have to satisfy their standards in order to become an authorized dealer. Our high level of service continues after you have made your sale.

Prior to purchaing from us please note that sales of certain items may be subject to territory restrictions. For the best after sale support options some Assistive Technology products are best purchased from a local authorized dealer. If you are not located in California and you would prefer to work with a local dealer please feel free to contact us for assistance in locating your local dealer.

Please note: If you are a reseller and purchase from us to circumnavigate reseller agreements your order will be cancelled and refunded less the cost of all processing fees. 

Before you purchase from any unauthorized dealer, you should consider that some unauthorized dealers sell products with the serial numbers altered, or entirely removed so that the manufacturers cannot track how they obtained these units and what channels or country they are sold in. This voids the warranty and some dealers will sell refurbished products without informing you of this.  Please be aware of these potential pitfalls and buy from an authorized dealer.

In an industry where companies come and go, Sterling Adaptives has been working with individuals with disabilities for over 15 years. When you buy from us, you do so with the peace of mind that we will be here after you have made your purchase, while others will be a memory. 

We are committed to protecting customer privacy and handling data responsibly in compliance with the California Consumer Privacy Act (CCPA). Customers may request to access, modify, or delete personal data at any time. Data is collected solely for transactional purposes and never sold to third parties.

To protect against fraudulent transactions, we may require additional verification for high-value orders or payments flagged as suspicious. Any detected fraud will be reported to local authorities.

All disputes shall be governed by the laws of the State of California, and any litigation must be filed in the appropriate court within California.

Our liability is limited to the cost of the goods or services purchased. We are not responsible for incidental, special, or consequential damages unless required by California law.

We are not liable for delays or failures to perform obligations due to events beyond our control, such as natural disasters, governmental actions, or labor strikes.

This is a magnifying aid for people who have eye problems but still have some sight. Printed material and objects can be placed under a camera and the magnified image is displayed on a television screen or computer monitor. They are mostly used for reading, but can also be used for writing and other activities such as sewing.  There are both
desktop systems and portable systems available, many systems now also come with the option to use the camera to take pictures of your documents and have them read back to you (OCR), this is especially useful if you tire easily from using magnification. Examples include:

• Humanware Reveal 16 CCTV
• Explore 5 Portable CCTV
• LVI MagniLink CCTV
• Zoomax Snow 12 Portable CCTV 

BRAILLE DISPLAYS

An electronic Braille display is a tactile device that is placed in front of a conventional computer keyboard, or laptop keyboard and enables the user to read the contents of the computer screen by touch through Braille. Each Braille cell has eight pins made of metal or nylon, which are electronically controlled to move up and down and display a Braille version of the characters that appear on the computer screen. Examples include:

• Brailliant BI40X
• Hims QBraille XL

BRAILLE EMBOSSERS OR BRAILLE PRINTERS

Embossers print Braille output from a computer by punching dots onto
paper. They connect to the computer in the same way as text printers and can also be connected to notetakers and other devices. Used in
conjunction with the embosser is Braille translation software that translates printed text into Braille. Examples include:

• Index Everest
• Juliet 120
• Perkins Brailler

BRAILLE LITERACY

Literacy is the foundation of language, learning and a successful life. For people who are blind or vision impaired, literacy through Braille is the key to the world of ideas, literature and written communication. Adaptive technology devices are essential literacy tools for students who read and write in Braille. They are used from the beginning of Braille literacy and right throughout life. Examples include:

• Mountbatten Whisperer Learning System

NOTETAKERS

A portable computer with a Braille or QWERTY keyboard that gives speech feedback and allows the user to take notes, make appointments and some are email and internet enabled. They also have an integrated Braille display, allowing users to read without using the speech output. Examples include:

• BrailleNote Touch Plus
• BrailleSense Polaris 

OPTICAL CHARACTER RECOGNITION (OCR) PORTABLE AND STANDALONE

A portable or standalone OCR device is a singular device that integrates a camera, Optical Character Recognition (OCR) Software and speech software. A printed document or book can be scanned and read by the same machine. This option is often popular with those people who don’t have a computer or don’t want to learn to use a computer. Some of these machines allow document storage, these devices scan and read significantly faster than using computer based flatbed scanners. They are light weight and portable. Examples include:

• LVI MagniLink Voice 2
• ReadEasy Evolve
• Orcam MyEye
• I-Reader 2 

SCREEN READING SOFTWARE

A screen reading program converts displayed text on the computer screen into audible information through the computers sound card. Common features include the ability to speak the full screen, a user defined area of the screen, a line, a word, individual letters or the phonetic equivalent of a letter and punctuation. A screen reader allows menus, dialog boxes, tool tips and system messages to be read back. A screen reader is designed to give a blind person full access to the computer. Examples include:

• NVDA
• Dolphin Supernova
• Voiceover for Mac

OPTICAL CHARACTER RECOGNITION (OCR) SOFTWARE

This software is used in conjunction with a PC and scanner to copy printed text to the computer and hold it electronically so it can be read back or magnified for the user.  Examples include:

• K1000 Scanning Software

SCREEN MAGNIFICATION SOFTWARE

This software can magnify the text, menus and icons on the computer screen up to 32 times. Because screen magnification software increases the size of the image displayed on the screen, only a portion of the original screen image can be seen at one time. Normally the magnification will automatically follow the area of attention, for example the cursor. Because of the restriction on the amount of viewable area on the screen, a large monitor is usually used in conjunction with screen magnification software to effectively increase the viewable area on the screen. Examples include:

• Dolphin SuperNova Magnifier and Speech
• Windows Magnifier

BRAILLE TRANSLATION

Braille translation software is a program that converts computer text, such as that created in a word processor, to Braille code. This code can then be passed to a Braille embosser (Braille printer) for embossing on paper. Examples include:

• Duxbury 

Traditionally, Talking Books were played on records, and then, as the technology changed, on cassette tapes using specially adapted machines. Now Talking Books are in the process of becoming totally digital. These digital books allow users to skip directly to specific places in the book, insert bookmarks, and more.   There are two types of players for
reading digital Talking Books—stand-alone players and software players that are used on computers and smartphones. The stand-alone machines are the easiest to learn to use, and they can be small and portable. Examples include:

• Victor Reader Stream 

A dedicated personal GPS device utilizes the GPS network to pinpoint a person's position on earth and nearby points of interest and then can direct them to their destination with recorded voice commands, this is useful for the people who travel/walk a lot. Visually impaired people can encode specific important information, everything from sidewalk
issues to low hanging beaches also points of interest such as local restaurants. Afterward, they can also create specific walking routes. Examples include:

• Victor Reader Trek 

A personal data assistant is a small handheld device that records personal notes, conversations, meetings, or data such as telephone numbers or a shopping list.

• Digital Recorder 

Large print keyboards provide an easy to see computer keyboard with extra large key legends for greater visibility and efficiency. Examples include:

• Supernova Large Print Keyboard
• Keys U See Keyboard
• LogicKeyboard 

If you have a Dell computer provided by Sterling Adaptives, you may be interested in checking its warranty status, specifications, and other details.

To find the original Dell drivers and software, or to verify the manufacture date of your device, visit Dell’s Support website using this link:  Dell Service Tag Lookup.

Here’s how to do it:
1. Locate the Service Tag (serial) number on the sticker, which can be found on the bottom of your computer or on the outside of the box.
2. Enter this Service Tag number on the Dell Support website.

Dell will then display your computer's specifications, warranty status, available downloads for the original drivers and software, and the manufacture date.

If you have any further questions, please contact Sterling Adaptives at 415-878-2922 or email support@sterlingadaptives.com.

All items sold Sterling Adaptives are covered by warranty as specified by the original manufacturer. Sterling Adaptives does not provide any warranty beyond that stated by the original manufacturer.

A warranty does not cover accidental damage. Unfortunately, you can't go back to the manufacturer and ask them to repair something that wasn't their fault, such as cracking the screen, much like you can't ask a car company to repair a car for free if you drive it into a tree.

Products are subject to availability. In case of backorders or unavailability, customers will be informed as soon as possible.

The availability of all products is contingent, and we cannot provide a guarantee that items will be available in stock. We retain the authority to discontinue any products at our discretion and at any time, for any rationale.

We strive for accurate product descriptions. However, typographical errors or inaccuracies may occur. In such cases, we reserve the right to correct errors and update product information without notice.

We exert our best efforts to present the colors, characteristics, specifications, and particulars of the products offered on the Services as accurately as possible. However, we cannot assure the absolute accuracy, comprehensiveness, reliability, availability, or absence of other errors regarding the colors, features, specifications, and details of these products. Furthermore, the electronic display you use might not precisely replicate the genuine colors and specifics of the products.

We accept Purchase Orders (POs) and website orders. POs should be emailed to orders@sterlingadaptives.com. POs are not acknowledged unless specifically requested. Tracking information will be sent to the contact listed on the PO, and invoices will be sent electronically.

When requesting a quote for a computer system, we will always match the basic specifications of the screen size, processor, memory, and hard drive space/type.

We focus on these features because we often receive specifications that have been copied and pasted from manufacturer websites, review sites, and third-party sellers, which may no longer be available or could have been discontinued by the time they reach us. This often leads to unnecessary searches for systems that match these exact specifications or combination of specifications.

To ensure we provide cost-effective computer solutions that are in stock and can be quickly delivered, we will focus only on these key specifications unless additional unique requirements (such as speed) are specifically called out as required and justified. Ultimately, it is the buyer’s responsibility to ensure that their requirements are communicated accurately to us.

The prices listed on our website are promotional and available for purchases made online with a credit card. If your organization is interested in issuing an official Purchase Order, please contact us for a customized quote that includes accurate shipping charges, applicable sales tax and any current promotions available to schools, agencies, and corporate clients.

Once you have your Purchase Order ready, simply email it to us at orders@sterlingadaptives.com, and we will process your order promptly.

Prices are listed in USD and do not include applicable California state sales tax, which will be calculated during checkout. All prices are subject to change without notice.

Sales Tax

As per the State Board of Equalization in most cases we are required to tax our shipping & handling, and assembly charges. We are also required to charge sales tax on travel costs that are associated with an assembly.

When mandated, sales tax will be added to the purchase price as determined by us.

We accept major credit cards, PayPal, and some other electronic payment methods. Payments must be made in full before order fulfillment. Failed payments may result in order cancellation.

We retain the right to modify prices at any given time. Payments for all transactions must be made in US dollars.

You undertake to cover all charges at the prices that are in effect for your purchases, along with any pertinent shipping costs. By placing your order, you authorize us to charge your chosen payment source for the specified amounts. We reserve the prerogative to rectify any inaccuracies or oversights in pricing, even if payment has already been requested or received.

We reserve the right to curtail or prohibit orders that, in our judgment, appear to be placed by dealers, resellers, or distributors.

The prices listed on our website are promotional and available only for purchases made online with a credit card. Promotions are limited-time offers and subject to availability. Discounts cannot be combined unless explicitly stated. Terms may vary by promotion.

Customers may request order changes within 24 hours of purchase. After this window, changes may not be accommodated.

We aim to ensure customer satisfaction. Please contact customer support with any concerns about your purchase within 30 days of receipt.

Returns are accepted within 30 days of receipt, provided items are in original, unused condition with all packaging and accessories. Refunds are processed within 10 business days of receiving the return.

Preparing a Return:

Check the Date - All returns must be sent back within 15 days of ordering to receive a full refund.
Obtain an RMA Number - Email customer service at admin@sterlingadaptives.com to notify us of your wish to return and request a Return Authorization Number. This number is to be clearly posted on the outside of the package you ship the return in.
Re-Package Your Item - Re-package your item(s) with all the original packaging and/or accessories.
Ship Your Item - Please ship your return item back to the indicated "Ship To" address you are given when you receive your RMA number. We suggest insuring your package and shipping via a track-able method, such as UPS, to ensure proper delivery. Sterling Adaptives is not responsible for lost or damaged articles.
Exchanges - If you are returning an item to exchange it, please contact Sterling Adaptives to place a new order.

PLEASE NOTE: For items purchased by the State Department of Rehabilitation, we follow the Cal-ATSD SPECIAL TERMS AND CONDITIONS for any returns requested for items purchased by the Department of Rehabilitation. These terms differ to those provided to end-users and detailed below.  

To return an item to Sterling Adaptives, follow our three simple step process:

1.Your Return Authorization Code

Call our Customer Service team at 1 415 878 2922 and you will be given a Return Authorization Code. Write this code on the outside of the shipping box you are returning.

2. Package Your Return

Include all original packaging and collateral material. Returns missing items including but not limited to accessories, packaging, boxes, or manuals may be refused or charged a restocking fee at the sole discretion of Sterling Adaptives.

3. Insure and Ship Your Package

You will be responsible for the shipping fees of return shipments. It is highly recommended that your insure your return for the full value of the item(s) you are returning. It is also recommended that you ship your package via a traceable method such as USPS Registered Mail, UPS, or FedEx. Sterling Adaptives does not accept any responsibility for items damaged during shipping. Be sure to keep your tracking number handy should you have any questions about the status of your return. 

* Sterling Adaptives will not be responsible for loss or damage of return shipments. 

Software is non-refundable once downloaded or opened unless the product is defective.

Sterling Adaptives will not charge restocking fees on returns (not including High Value Items*) which have been authorized and received within the time frame and guidelines of our return policies. Any return that is deemed deficient to any of our guidelines may be charged a restocking fee of up to 25% or refused and returned to the customer at our sole discretion. Items returned with missing components, packaging, or manuals will be charged a restocking fee commensurate with the cost to procure the missing items and the time spent to return the item to resalable condition. If an item is determined to be missing extensive components, Sterling Adaptives reserves the right to refuse return of the item and our sole discretion. 

*High Value Items

Items and orders totaling over $1,000.00 will be charged a mandatory 10% restocking fee due to the expense incurred to process the return. You must follow the return instructions exactly. Failure to do so will prevent the processing of your return. If you have any questions about our return policies or procedures, please contact us prior to sending your return.

Incomplete Returns

Items returned damaged by a customer or with missing accessories will be charged a 20% restocking fee or the cost of replacement or repair for the device, whichever is less.
Items Returned Without Authorization - Any return sent back without an RMA number will be subject to a 20% restocking fee.

All fees, including restocking and cancellation fees, are disclosed upfront. Customers are encouraged to review their order carefully before checkout.

We will process your credit when the item is received by our warehouse. Please allow up to two billing cycles for the credit to appear on your credit card statement or 21 business days to receive a check as reimbursement. Please note that your refund:

Will be in the same form as payment.

Will be equal to the total price of the item ordered.

Will exclude shipping and handling charges (unless otherwise specified) and any indicated restocking fee.

We ship within the continental United States and to select international locations.

Shipping and handling fees are calculated based on the delivery address, package weight, and shipping method selected. We use reliable carriers to ensure prompt delivery.

Shipping Charges:

• Shipping charges are usually based on shipping using FedEx or UPS Ground services  ~ or ~ via our vehicle and may include freight-in costs
• Shipping from our office via FedEx or UPS Ground includes the Signature required service
• Shipping via our vehicle requires a signed Delivery Note from the client upon receipt of goods
• Some more oversized items may be drop-shipped from the manufacturer. While we will make every attempt to ensure that the goods are signed for, we cannot guarantee this

Shipment processing time:

• All orders are processed within 1–3 business days of receipt, excluding Holidays and weekends
• Orders are not processed or shipped from Friday, 4 pm PST through Sunday
• If we are experiencing a high volume of orders, shipments may be delayed by a few days
• If your shipment happens to have a significant delay, we will make every effort to reach out to you via email or phone.
  For questions regarding delivery status, please email admin@sterlingadaptives.com

Shipping rates and delivery estimates:

• For online orders: Shipping charges will be calculated and displayed at checkout
• For orders placed with a Purchase Order or Authorization: The shipping charges will be provided on the quote and resulting invoice
• Sometimes, for more unique orders, it may be necessary to charge an additional Handling fee. Again, these fees will be noted on the quote and resulting invoice
• Please note: Our minimum shipping fee is $25

Shipment to P.O. boxes or APO/FPO addresses: 

• Please call us if you need us to ship to a P.O. box or APO/FPO address

Shipment Confirmation and Order Tracking: 

• Shipment confirmation emails are sent with the tracking number once your order has shipped
• The tracking number will be active within 24 hours

Damages or Missing Items:

• Orders shipped from our office or drop shipped from the manufacturer:
  • If you received your order damaged, please refuse the delivery. If this isn't possible, please call us right away. Save all packaging materials and damaged goods. If you do not save the packing materials, processing a claim may not be possible.
  • If an item is missing, please check the Delivery Note to make sure that the item is not on backorder. If it should have been included in the delivery, please check the box and packing materials very carefully to ensure that it has not slipped between the box folds, or is not wrapped inside some packing material. If you are still looking for the item please save all packaging materials and contact us immediately.
• Orders that are hand delivered:  
  • Please inspect the items at the time of delivery. If you are concerned about something that may be damaged, please discuss this with our product specialist immediately. If any issues are present, please note all questions and comments on the Delivery Note you will be asked to sign. We may or may not leave the item with you if it is found to be damaged somehow. If you sign the Delivery Note, you acknowlege that you are satisfied with the items as delivered.

Service Fees:

• We customize our service fees to suit the unique requirements and geographic location of each client. The billed time may cover various activities, including report writing, research, and tasks conducted at the Sterling Adaptives' office.

Delivery Delays:

• We strive to meet delivery timelines. However, delays caused by carriers, weather, or unforeseen circumstances may occur. Customers will be informed promptly of any delays.

Shipping charges will be invoiced to the customer. However, as per FOB Origin terms, risk and title transfer to the buyer once the goods are handed over to the carrier.

Careful handling ensures items arrive in optimal condition. Fragile or high-value items may require additional packaging fees.

Handling Fees:

As a customer-focused company, we constantly strive to deliver the best possible service and experience. However, due to various factors such as rising operational costs, increased handling requirements, and industry-wide changes, we have found it necessary to implement a nominal handling fee for certain orders.

This handling fee, which is publicly posted, will help us cover the costs associated with ensuring the safe packaging, careful inspection, and efficient processing of orders - especially for more unusual/unique, bulky or fragile items. By introducing this fee, we can maintain the quality of our services, while continuing to provide competitive pricing for our products.

When the Handling Fee is applied:

• Specific transactions that require additional processing or packaging efforts 
  • This will be clearly listed on the quotation and/or invoice
  • Ensure that you review this and add it to any resulting Purchase Order or Authorization, if applicable

Shipping and handling fees are calculated based on the delivery address, package weight, and shipping method selected. We use reliable carriers to ensure prompt delivery.