Shipping, Return Policy

Shipping

  1. Q:   When I order a part or parts, how long until it ships?

A:   An order placed by 2:00 pm PST usually ships that day, otherwise the carrier will have it the next day.  We ship Monday through Friday. 

  1. Q:  When will my item(s) arrive?

A:   From date shipped, USPS Parcel Post (standard) is 2-8 business days and UPS Ground (standard) is about 5 business days from the shipping date. 

  1. Q: How can I get my item(s) sooner?

A:  We can use faster shipping should you need that. The prices vary depending on the destination.

  1. Q: What if I want something delivered internationally, not in the United States?

A:  We ship to most countries.  Since shipping costs vary by the delivery location, email us with the destination and we can confirm that ……

  1. Q:   Can the item be delivered without a signature? 

A:   This depends upon what arrangement you have with the local carrier’s driver.

Order Status

  1. Q: How do I know where my order is?

A:  After preparing your item for shipping, we will send you confirmation it is shipping.  We will send you the tracking number if you request, however the majority of the time the package arrives s

  1. Q: Can I get the tracking number?

A:    Certainly. Contact us to request the tracking number.

  1. Q:  If I ordered wrong or don’t need the part, can you just cancel the order?

A:  If the item has been pulled, then it has been shipped.  We will accept the return, and we will refund the item price.  The shipping fee is not refundable and there is a restocking fee.  

Returns

  1. Q:  Can I send an item back?

A:  It is important to contact Returns regarding any return within 10 days to obtain the RMA (Return Material Authorization) number in order to process any return.  You need to send the printed reply email in the package. No items may be returned without the RMA number on the outside of the package.

To waive restocking fee:
Email or fax one of the following to show you are a certified television technician to have the restocking fee waived:

  1. Q:   What if the part I get is a defective part?

A:   All of our parts are inspected prior to shipment and guaranteed to be in working condition as they are removed from working functional units. We pride ourselves on maintaining a low return rate.

We will exchange or refund any part to be found not working within the 30 day warranty period.

If the item fails within the warranty time, contact Returns, including your order number and the description of how the item has failed.  We will respond with the RMA number and help you through the return process.

All items are marked with our special stamp before shipping.  When any return is received, it is first inspected for our OpenBoxCity identifying stamp.  If the stamp is not present, you will be notified that the return claim is denied.

Upon accepting the return claim, it is evaluated and the appropriate action will follow.  In cases where there is a replacement to ship, it will be shipped as soon as possible, keeping in mind that we cannot ship on weekends nor holidays. 

 Denied return claims may require a restocking fee of 18%.

  1. Q:   Can I return the part if I ordered it wrong?

A:  Yes, however, it is important to first contact Returns regarding any return within 10 days to obtain the RMA (Return Material Authorization) number in order to process any return. You need to send the printed reply email in the package. No items may be returned without the RMA number on the outside of the package.

To waive restocking fee:

Email or fax one of the following to show you are a certified television technician to have the restocking fee waived:

A:   Restocking fees area as follows:

To waive restocking fee:

Email or fax one of the following to show you are a certified television technician to have the restocking fee waived:

  1. Q: Can I just put it in a box and mail it back?

A:  Here is a check list for returning an item:

● Did you email OpenBoxCity to get the RMA number so you can print and enclose the email with the RMA number in it?

● Did you verify that the OpenBoxCity special stamp is on the item?

● Did you print the reply email from OpenBoxCity to enclose in the return package?

Are the item(s) in safe packaging, like the item(s) was/were shipped in?

● The RMA number must be on the outside of the package.  Lack of the RMA number may cause the item(s) to be returned to you at your expense.

● Are you shipping the return item within 10 days of the email reply?

  1. Q: Do I need to get the RMA number?

A: It is important to contact Returns regarding any return within 10 days to obtain the RMA (Return Material Authorization) number in order to process any return.  You need to send the printed reply email in the package. No items may be returned without the RMA number on the outside of the package.
 

  1. Q:  How long does the credit for the return take?

A:  If everything is in order, return credit is processed in 7 to 10 business days.

Help! How can I talk to someone?

  1. Q:  Questions, I need assistance and to talk with a technician or someone.

A:  You can contact us by clicking contact on our page or call our phone number 408.475.OPEN (408.475.6736) between 10:00 am and 4:30 pm, PST from Monday through Friday.  We have specialized technicians who can help you.