Frequently Asked Questions

Common questions about buying Peplink hardware from The Tech Factory. If your question isn't here, start a conversation, we respond within one business day.

Is The Tech Factory an authorised Peplink reseller?

Yes. The Tech Factory is a trading name of Quimera Technology Ltd (Companies House 06648284), a Peplink Platinum Partner. We source hardware through the authorised UK Peplink channel and supply genuine hardware with full manufacturer warranty. You can verify our partner status directly with Peplink at peplink.com.

Do your products come with full Peplink warranty?

Yes. All hardware sold through The Tech Factory carries the standard Peplink limited hardware warranty, 12 months as a minimum, and longer on selected lines. Warranty claims are handled through our partner channel; you deal with us, not with a third-party return depot. If a unit develops a fault within warranty, contact us first and we will manage the replacement process.

What is PrimeCare and is it included?

PrimeCare is Peplink's combined hardware warranty extension and firmware update entitlement. Without an active PrimeCare subscription, a router still functions but will not receive firmware updates or be eligible for hardware replacement through the Peplink support programme.

We bundle one year of PrimeCare with every unit we sell unless otherwise stated on the product page. The subscription year begins on the date of purchase. Renewals are available from us at the time of expiry, contact us for pricing.

Can I get help configuring my router after I buy it?

Yes, within reason. Our engineering team deploys these devices in the field, broadcast, maritime, enterprise, and defence applications. For straightforward deployments (single-WAN branch, basic SpeedFusion hub-and-spoke), we can usually answer configuration questions by email or phone at no extra charge.

For complex deployments, multi-site InControl2 rollouts, SpeedFusion Cloud integration, custom VLAN or firewall policy, we offer paid configuration services. Contact us with a brief description of your topology and we will scope it.

Do you ship outside the UK?

Yes. We ship internationally. International orders are welcomed and we can provide a formal commercial invoice for customs purposes. Shipping costs and lead times for international orders vary by destination; contact us before ordering if you need a freight estimate. UK export controls may apply to certain product categories; we will notify you if your order is affected.

What is the lead time on items in our supply chain? On ordered items?

Items in our supply chain: orders placed before 13:00 (UK) on a business day typically ship the same day via next-business-day courier within the UK.

Ordered items (those not immediately in our supply chain): lead time depends on availability in the Peplink distribution channel. Typical lead time is 3 to 7 business days for in-region stock, longer for items on allocation. We will confirm lead time at the time of order and notify you if anything changes.

Can I get trade pricing for volume orders?

Yes. We work with system integrators, managed service providers, and enterprise IT teams on multi-unit orders. Contact us with the SKU list and quantities; we will provide a formal quotation. For ongoing reseller relationships, ask about our trade account terms.

Do you carry Velocity, Volume, and Bluechip tier kit?

We supply across all three Peplink programme tiers. Velocity and Volume products are available to buy directly through the store. Bluechip tier products (such as the Balance 310 and Balance 580X HW2) are listed as quote-only; these are high-value devices where the right configuration matters more than a quick add-to-cart. Use the "Request a quote" button on those product pages.

Can I return a router if it doesn't fit my use case?

Unused hardware in original, sealed packaging may be returned within 14 days for a full refund minus outbound shipping costs, subject to a restocking check. Opened or configured units are assessed case by case. We do not accept returns on special-order items unless the product is faulty. If you are unsure whether a product will meet your requirements, contact us before purchasing, our engineering team will give you an honest answer, including recommending a different product if that fits your deployment better.

What is the difference between SpeedFusion VPN and SpeedFusion Cloud?

SpeedFusion VPN bonds multiple WAN links (cellular, fibre, Starlink, ADSL) between two Peplink devices using Peplink's proprietary tunnelling protocol. Both endpoints must be Peplink hardware. This is the classic hub-and-spoke or peer-to-peer bonding architecture used in broadcast, maritime, and enterprise deployments.

SpeedFusion Cloud is a subscription service from Peplink that provides hosted SpeedFusion termination points globally. You bond from your Peplink router to Peplink's cloud PoPs rather than to your own hardware. Useful for remote workers or branch offices that do not have a Peplink device at the hub end. SpeedFusion Cloud requires a separate subscription; SpeedFusion VPN between two licenced Peplink devices is included in PrimeCare.

Do you handle Starlink hardware too?

We do not sell Starlink terminals directly, those are purchased from SpaceX. What we do is supply and configure the Peplink router that integrates Starlink as one of several WAN inputs, alongside cellular and fixed broadband, with automatic failover and, where relevant, SpeedFusion bonding. If you want help planning a Starlink + cellular redundancy deployment, get in touch.

Who do I contact for a custom configuration quote?

Use the contact page, call +44 (0)1788 550000, or email info@thetechfactory.co.uk. When you reach out, tell us the site type, the WAN links available, and roughly how many concurrent users or devices you need to support. Fifteen minutes on the phone is usually enough to scope a recommendation. No slides, no sales process.

The Tech Factory is a trading name of Quimera Technology Ltd, registered in England and Wales (06648284). VAT registered. Registered address: Rugby, Warwickshire. Trading address: Tewkesbury, Gloucestershire.