Customer Reviews
Questions?  Call us today!  800-929-8061

Frequently Asked Questions

Who we are...

Where are you located?

What is the difference between 'New', 'Like New', 'Factory Like New', and 'Open Box Unused' equipment?

What is the 90 Day Advance Replacement Service?

Can I return my product?

Can I cancel my order?

Do you offer repair services?

What is your Free Ground shipping offer?

When will I receive my order?

Do you offer technical support?

Do you offer installation services?

Can I have a detailed copy of my warranty?

What is your Privacy Policy?

Buy with confidence - 60,000 sq. ft. of complete inventories

MetrolineDirect is one of the country's largest independent distributors of technology and telecommunications equipment.  We have no affiliation or contractual obligations with major manufacturers, so we're able to locate and purchase quality products at the most competitive prices.  We offer complete inventories of both New and Like New products and offer a Rock Solid One-Year Warranty and 90 Day Advance Replacement Service.  Many of our products are also eligible for our 2-Year Platinum Protection Plan.

In business for over 30 years, we have a proven reputation of superior sales, support, and service that is unsurpassed in our industry.  In fact, as a testament to our high quality products and outstanding customer service, we have been awarded with 5-Star Excellence Awards from Shopper Approved and Google Customer Reviews.

Here's what our customers are saying about us:

Where are you located?

MetrolineDirect is centrally located in southeastern Michigan in the heart of suburban Detroit.  We are a real brick-and-mortar business with real salespeople, customer service representatives, technical support staff, and repair technicians. Unlike some of our competitors, we don't hide behind a website name, PO Box, or email address. This is why we advertise our phone number and address on every single page.  We're here to serve you.  Call us anytime, with any question, and buy with confidence.
2250 Meijer Drive
Troy, MI 48084
Phone: 800-929-8061

Quality Guaranteed

Our guarantee to you is top quality product and superior service at the most competitive prices in the industry. Below are some common questions and answers regarding our products and services.

What is 'New' product?

  • 'New' product is unused in original manufacturer's packaging complete with all original parts and accessories
  • All New Avaya, Cisco, Nortel, Mitel, Toshiba, NEC, Polycom, and ShoreTel products are backed by MetrolineDirect's Rock Solid One-Year Warranty and 90 Day Advance Replacement Service (excluding batteries, and software related transfer fees)
  • All New Digium, Plantronics, Sangoma, Jabra, Intellitouch, Aastra, Grandstream, Konftel, and Pro Digital products are backed by their respective manufacturer warranties

What is 'Like New' product?

  • 'Like New' product is remanufactured to a high quality refurbished condition
  • Telephones are guaranteed to be like-new, completely tested with no cracked plastics, minimal to no discoloration, new line and handset cords, new designation strips, and replacement polyflex membranes
  • Conference speakerphones are guaranteed to be like-new, completely tested with no cracked plastics and minimal to no discoloration
  • Voice mail systems, carriers, circuit packs, line/stations modules, data switches, and processors are guaranteed to be like-new, completely tested and defaulted to factory specifications
  • Wired headsets are guaranteed to be like-new, completely tested with new ear pads and microphone interface components
  • Wireless headsets are guaranteed to be like-new, completely tested with new ear pads and microphone interface components. We also include new batteries.
  • Barcode scanners and POS printers are fully tested and refurbished
  • All Like New (excluding batteries) products are backed by MetrolineDirect's Rock Solid One-Year Warranty and 90 Day Advance Replacement Service.  Batteries are backed by MetrolineDirect's Rock Solid 90 Day Warranty

What is 'Factory Like New' product?

  • 'Factory Like New' telephones are our highest quality refurbished product and are in virtually new condition.  These telephones are remanufactured with new plastics, labels, handset, and cords.

What is 'Open Box Unused' product?

  • 'Open Box Unused' products are new products that have been opened and never used.
  • These products are virtually new and typically offered at a discount 
  • Common situations where we encounter this condition include
    • Phones scheduled for multi-station install and never installed
    • Open box returns due to incompatibility
    • Open box returns due to errant order
    • Surplus equipment available from end consumer inventory

What is the '90 Day Advance Replacement Service'?

During our standard 1 Year Warranty period, if there are any problems with your product in the first 90 days, then we'll ship you a replacement item along with a prepaid call tag to ship the original product back.  The original product must be returned within 14 days to avoid being charged for the value of the replacement item.  You must have a valid credit card on file to qualify for this service.

Can I return my product

For your convenience, we offer returns on both New and Like New products.  All return requests must be received within 21 days of the date of invoice.  A 15% restocking fee is charged on all New product returns. There is no restocking fee on Like New product returns.  A 4% processing fee applies to all returns over $500 that were originally paid for by credit card.  When a product is returned, the 'FREE Ground Shipping' offer is waived, and the refund includes the total charge amount minus the shipping charge.  All Like New and Refurbished IP phones are sealed with a red security tape.  If the red security tape seal is broken, a 15% processing fee is applied.  This fee pertains to settings specific to IP phones that must be defaulted and removed from memory.  Returned products must include all original packaging, documentation, and accessories.  Incomplete or defective returns will be refused. All software and software transaction fees are purchased as-is and are not eligible for return.  For any questions or to request a return authorization, please call 800-929-8061. We will be happy to assist you.  (Complete warranty, terms, and policies)

Can I cancel my order?

Orders can be cancelled prior to the shipment of product from our warehouse.  Once an order is shipped, an order cannot be cancelled and a return authorization must be requested.  A 4% processing fee applies to any cancelled order over $500 that has been paid for by credit card.  (Complete warranty, terms, and policies)

Do you offer repair services

Our in-house repair department employs 12 full-time technicians with over 30 years of experience.  We repair and remanufacture virtually every product we carry and provide flat-rate repair pricing.

Items that have no problem found or are not repairable are subject to a diagnostic fee that is equal to 20% of the flat-rate repair fee.  For items that are not repairable, the fee is waived if Metroline provides a comparable replacement product that is purchased by the customer.

What is your Free Ground Shipping offer?

We provide FREE FedEx Ground shipping on any online order over $500.  For online orders totaling less than $500, FedEx Ground shipping is only $9.95.  Offer valid in the contiguous United States.

When will I receive my order?

The vast majority of our orders are shipped the same day as placed.  If there is any significant delay in your order leaving our warehouse, you will be contacted promptly by one of our friendly service representatives.

We offer FedEx Ground, 2 Day Air, Standard Overnight, and Priority Overnight shipping.

  • FedEx Ground - 1-5 days depending on delivery distance (see Ground services map below)
  • FedEx 2 Day Air - by 4:30 p.m. second business day to most US addresses
  • FedEx Standard Overnight - by 3 p.m. next business day to most US addresses
  • FedEx Priority Overnight - by 10:30 a.m. next business day to most US addresses

NOTE: The Yahoo Store! shopping cart will not calculate shipping costs for Express orders over 150 lbs. For orders weighing over 150 lbs, the shipping cost will be calculated by our shipping department.  You will be contacted with the correct shipping cost prior to shipping.

Do you provide technical support?

We offer extensive, expert technical support services. Technical support is provided over the phone or through remote system connections and is charged hourly or per call.
  • Hourly - $95/hour - maximum of four 15 minute calls per hour
  • Per call - $35 per 15 minute call

Do you offer installation services?

Although we do not offer installation services for your equipment, MetrolineDirect administers a searchable database of over 3600 installation professionals at

What products carry manufacturer warranties?

All new Plantronics, Jabra, Konftel, Digium, Cortelco, Sangoma, Aastra, Grandstream, Pro Digital, and Intellitouch products carry one year (or greater) manufacturer's warranties.

Complete warranty information

Download our complete warranty information (.pdf) for details.

Privacy Policy

You can view our complete Privacy Policy here.