Cisco FAQs

For answers to general questions about the ENCLUDEit Programme, including registration and placing an order, please see ENCLUDEit Programme FAQs.


What is the Cisco Worldwide Programme?

The Cisco Worldwide Programme brings Cisco’s best-in-class networking products and technology to qualifying non-profit organisations.

It is Cisco’s goal to empower communities through improved networking solutions and adoption of Internet Technology solutions. Cisco believes that technology enables non-profits to improve their productivity, while also extending their reach and service delivery.

^ back to top


How can I find out if my organisation is eligible?

Please see Cisco Worldwide Programme Eligibility Criteria for further information.

^ back to top


How many Cisco products can I order?

During one fiscal year (July 1 - June 30), an organisation may request Cisco products in one order only; the combined administrative fees for all ordered items may not exceed $ 2,000 (USD).

For information on placing an order, please see our main Placing an Order FAQs.

^ back to top


What happens after I place my order?

All Cisco orders are subject to approval and it may take up to eight weeks for complete fulfilment. Occasionally, supply issues may result in longer lead times. Check the Cisco Donor page for any statements about potential fulfilment delays.

Items within a request might be delivered in more than one shipment. Due to the nature of the network design, product availability, and fiscal year schedules, all product donations are subject to change or delay without notice. Cisco reserves the right to substitute functionally equivalent products for any request.

Shipping details and SMARTnet contract information provided by Cisco are available on the Order Status page.

^ back to top


How will my order be fulfilled?

Your product(s) will be delivered by courier to your organisation's registered address or the delivery address confirmed in your Order Confirmation.

Please note: Orders may be delivered in more than one shipment.

^ back to top


What sort of technical support will my organisation receive?

Cisco products include five years of Cisco SMARTnet service and support. After that coverage expires, donation recipients are stongly encouraged to renew their SMARTnet ssrvice and support agreement annually (at their own expense) for as long as they own the equipment or until that equipment is declared end-of-life (EOL) and no longer supported by Cisco.

Cisco SMARTnet support is free of charge and includes access to the Cisco Technical Assistance Center (TAC) 24 hours a day, 7 days a week.

^ back to top

Refunds & Returns

What should I do if I want to return my order?

Please e-mail us at with 'Order Return Request' as the subject line, and include the following information in the text of your email:

  • Organisation Name
  • Registered Charity Number
  • Order Confirmation Number
  • A list of the products you plan to return              

^ back to top

Additional Information

How can I find out more about Cisco?

For further information about Cisco’s Community and Philanthropy programmes, please see Cisco Community Investment.

^ back to top