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Visual Apex Customer Support

	At Visual Apex, we pride ourselves on great customer service. Our goal is not only to provide you with plasma displays and projection systems at a competitive price, but to support the products we sell with the highest quality customer service anywhere on the web.
Use the links below to go to the topic of your choice:

Contacting Visual Apex
Order Deadlines
Payment
Order Cancellation
Pre-Order Policy
Privacy Policy
Errors On Our Site
Price Protection
Our Warehousing

Standard Return Policy

RMA Authorization

Manufacturer-Only Returns and Repair Policies

Shipping Damage

Other Important Policies

Local Pickup

Shipping and Receiving Policies

Tracking Orders Online

Contacting Visual Apex
Since we are an internet company, the best way to document an issue and get the quickest response is via email. Email is answered during our regular customer support hours of 7am to 5pm Mon-Fri PST, our sales offices are open 7am-6pm PST Mon-Fri. We aim to respond to all inquires within 24 hours.

Please email sales@visualapex.com if your are interested in purchasing and:

You have a question about our products
You would like a detailed price quote
You have a question about payment methods
You have questions on a backordered product

Please email customerservice@visualapex.com if you have placed an order and:

You have not received an order confirmation
You have a question about shipping and delivery of your order
You have a question about returning a product
You would like to cancel your order
You need technical support - Please include your name and order number on tech support email correspondence.

Our customer service staff and sales representatives are also ready to assist you via phone during our normal business hours at 800.883.7495 or you can contact each department directly 24 hours a day at the numbers below. If you reach voicemail, please leave a message and your call will be returned as soon as possible (normally within 24 hours).

Sales:

206.855.9899

Customer Service:

206.855.1094

Marketing and Product Management:

206.855.9959
Email: marketing@visualapex.com

Phone & Fax:

Toll-free 800.883.7495
Local 206.855.9899
Fax 206.780.8194

Our Address:

Visual Apex, Inc.
7950 NE Day Rd W, Suite B
Bainbridge Island, WA 98110

Order Deadlines
Orders placed Sunday through Thursday will be processed within 24 hours of receipt. Orders placed Friday and Saturday will be processed the following Monday unless otherwise noted. Our deadline for orders is 11am PST/PDT. Most items that are in-stock will ship within 24 hours.

Payment
We accept Visa, MasterCard, American Express, and Discover Card. You can also pay via wire transfers or PayPal.

Order Cancellation
Cancelled orders incur a $25 cancellation fee (except pre-orders). If it has shipped already, shipping is non-refundable.

Pre-Order Policy
Products that have not yet been released by the manufacturer or products that are backordered with the manufacturer can be purchased from Visual Apex as a "pre-order". When placing a pre-order, we will take all information from the customer - including billing information - as if placing an order for an in-stock product. However, we will not charge for pre-order products (excluding accessories) until the product is available to ship out. When the product is available, we will contact the customer to confirm their order and get approval to charge.

Customers purchasing accessories with a pre-order item or accessories that are themselves in a pre-order status will be charged for those accessories when the order is placed. The customer can request to have accessories shipped out promptly or wait to ship with their pre-order product when it becomes available. Customers will be notified if an accessory item is backordered and given the option to continue with the order or cancel the order with no penalty.

If the price of the pre-order product(s) should decrease, the customer will be charged the current price at the time of their approval to charge. If the price of the pre-order product(s) should increase, the customer will be charged the price of the product(s) on the date and time the pre-order was placed. Once the order has been charged, normal price protection policies apply.

Visual Apex does not charge a fee for pre-orders beyond the price of the product, shipping charges and any applicable taxes. If a pre-order is cancelled, the customer will not be charged any "holding" or "processing" fees.

All pre-orders are contacted in the order in which they are received. Visual Apex does not offer preferential service - at a fee or otherwise - for customers to move ahead on a pre-order list.

Privacy Policy - Click here.

Errors on Our Site
Visual Apex makes every effort to provide as current and accurate product information as is available to us from manufacturers and distributors. Product information from manufacturers and/or distributors is subject to change at any time. Visual Apex reserves the right to update information on our website at any time without notice.

Information on this website regarding product, features, services and manufacturers - including pricing, availability, shipping and special offers - may include typographical errors, omissions or inaccuracies. These errors will be corrected upon discovery. Visual Apex reserves the right to refuse or cancel any order based on an incorrect price or offer whether or not the order has been confirmed and your credit card charged. If your credit card has been charged and the order cancelled by Visual Apex, we will issue a full credit to the credit card used. Length of time for the issued credit to appear in your account is based on your individual bank or card issuer. If you are not fully satisfied with your product purchase, you may return it as per usual Visual Apex return policies.

Price Protection
Sudden price drops are unforeseen and, in most cases, manufacturer driven. Due to this fact, we are unable to extend price protection to the products we sell. We hope that you feel secure in the knowledge that on the day you purchased your products from Visual Apex, you paid a competitive price from an authorized, five-star dealer who will stand by you and the products we sell.

Our Warehousing - Stocking for Your Convenience
As an authorized dealer, Visual Apex stocks a large quantity of the most popular projectors and plasma displays from the leading manufacturers, as well as a vast assortment of the accessories we offer to create your complete solution.

Our ability to stock allows us to extend you competitive if not the best pricing online from an authorized, five-star dealer. We are able to ship the majority of the products we offer within 24 hours of placing your order online or by phone through our dedicated sales staff. In addition, it allows us to offer free ground shipping on the majority of projectors we carry. And, as always, we don�t charge sales tax on orders shipped outside of Washington state.

Click on the pictures below to take a look at our large warehouse space and the care we take in shipping your new home theater or business investment. You�ll see another reason why Visual Apex is the point where the best products and outstanding customer service meet - for you.

Standard Return Policy
Non defective returns: Use our easy 5/10/15 return (5 hours within 10 days of receipt equals 15% restock). Just call customer service for a return authorization.

If your unit is defective, please refer to the manufacturer-specific policy below.

Visual Apex will not accept any returns that have box damage, UPC labels removed or any of the original contents or packaging missing. No credits will be issued for merchandise returned without prior approval from Visual Apex. See RMA section below.

Please note: This policy does not apply to projection screens, projector lamps, furniture, opened software, custom cases and custom- length cables. All sales are final on these products.

Pro-Products have a 25% restock fee. Pro-Products are those that are not kept in-stock that must be special ordered and/or marked as such on our site. Shipping damage or manufacturing defect on such items must be reported to Visual Apex within 24 hours of receipt. Please contact the customer service department for more information.

Click here to see the defective unit policy.

RMA Authorization
Prior to returning any merchandise, a Return Merchandise Authorization (RMA) must be obtained from Visual Apex. Contact customerservice@visualapex.com to request an RMA. RMAs are valid for a period of 15 calendar days. Display the RMA number on the shipping label. Do not write the RMA number on the box! (This makes it non-resalable and you will be charged for replacing the box.) Merchandise is to be returned with freight prepaid and must be insured. Shipping, insurance, and handling is the responsibility of the customer and credits for return merchandise will not be issued until the product is received, inspected, and found to be in acceptable condition. Acceptable shipping carriers are UPS or Fed-Ex. Do not send return merchandise via U.S. Mail; it will be refused. Products returned by U.S. Mail will not be credited or exchanged.

In the event that Visual Apex authorizes return of merchandise, the merchandise must be returned in new and resalable condition including, but not limited to: all original packaging, packaging materials, UPC label, cords, cables, cartons, documentation, registration and warranty materials, and new condition of the merchandise and packaging materials. Please do not mark on the box! Visual Apex has the sole discretion to specify these and other conditions for the return and credit of merchandise.

Manufacturer-Only Returns and Repair Policies
Certain items purchased through Visual Apex may only be returned, repaired or replaced due to defect through the manufacturer directly, as per the manufacturer's policies. The standard Visual Apex policies do not apply to these products. These items will be clearly identified on their individual product pages on our website.

You must contact the manufacturer directly to arrange any returns, repairs or replacements. Please have the following information available when contacting the manufacturer:

Your invoice/receipt with date of purchase
The manufacturer part number and/or item number
The serial number (S/N) from the product, usually found on the back or the bottom of the product

For questions about manufacturer's return, repair or replacement policies, please call the Visual Apex sales department at 800.883.7495 prior to purchasing. For specific information regarding a manufacturer's policies, please contact the manufacturer prior to purchase or refer to your product manual after purchase. Below is a list of manufacturer-only return policies. Other manufacturers not listed here may have such policies. Please refer to the individual product pages on our sites for more information.

Defective Product (DOA)

BenQ Projectors - If you experience problems with your BenQ projector during your warranty period, please contact BenQ tech support directly at 866.600.2367. You, the customer, will pay shipping freight to BenQ or a BenQ authorized service provider and BenQ will pay shipping back to you unless it is DOA.

If you receive a projector DOA, you must report it to BenQ within the first thirty (30) days after invoice date. BenQ will replace the DOA unit with a brand new replacement. BenQ will cover freight charges both ways. Please contact BenQ tech support directly at 866.600.2367.

Panasonic Projectors - If, within the first 5 hours of use and after a short consultation with our tech to troubleshoot the problem, your unit seems to be defective, Visual Apex will provide free shipping on your return. We will then inspect the unit to verify the defect and, assuming that we do verify it, we will ship you a replacement free of charge.

If the defect is not evident, you have the choice of paying for the unit to be returned to you or paying a 15% restock fee.

Panasonic Professional Plasma - Please notify us within 15 days of receipt if you suspect a defect in your Panasonic Professional Plasma. After a short consultation with our tech, and at the tech�s discrepancy, we will contact Panasonic on your behalf. You will be asked to supply pictures of the plasma and the box it arrived in including serial numbers. As soon as we have the okay to return we will ship a new unit to you at no charge and using the same service you originally paid for. Please note that our techs use the Panasonic definitions: this is not a zero defective pixels guarantee.

Panasonic Consumer Electronics - Consumer Plasma TVs (does not apply to Professional Plasma Displays), DVD Players/Recorders, Blu-ray Disc Players, Home Theater Systems and Audio Equipment - All Panasonic consumer electronics products come with a limited one (1) year parts and labor warranty unless otherwise noted. You must contact Panasonic CE Customer Support directly for any returns or regarding any defective products. Panasonic CE Customer Support can be reached at 800.222.4213 or 800.211.PANA (800.211.7262).

Pioneer Electronics - Professional Plasma Displays and Consumer Plasma TVs - All Pioneer professional plasma displays and consumer plasma televisions come with a limited one (1) year parts and labor on-site warranty. You must contact Pioneer directly regarding any defective products. Pioneer no longer accepts returns. If a product is defective, it can be serviced under warranty. You can find a local authorized service center on the Pioneer website. For plasma related issues, you may contact the plasma repair hotline at 800.421.1625.

Sanyo Presentation Systems - Digital Projectors, Projector Accessories and Professional LCD Displays � All Sanyo projectors come with a limited three (3) year parts and labor warranty, unless otherwise noted, and qualify for the Quick Repair Program (QRP). Sanyo does not offer exchanges for defective or Dead On Arrival (DOA) products - only repair services. To arrange repairs, you must contact Sanyo directly at 888.337.1215.

Sharp Consumer Electronics - LCD Televisions � All Sharp AQUOS� series LCD TVs come with a limited one (1) year parts and labor warranty unless otherwise noted. Sharp TVs operate under unique damage and defective policies. Please inspect all Sharp LCD TVs upon receipt. If product arrives:

With Serious Physical Damage to the Box/Packaging: You may simply refuse shipment and contact Visual Apex to arrange a replacement unit.
Packaging Intact but Suspect Concealed Damage: You must note the message "Possible Concealed Damage" when you sign for delivery or inform the delivery driver to make note. If concealed damage is discovered after delivery, customers have 24 hours to contact Visual Apex to report damage. Please inspect all Sharp LCD TVs upon receipt.
No Physical Damage but Performance Issues (Discovered within First 48 Hours): You must contact Visual Apex to make arrangements for a replacement unit.
No Physical Damage but Performance Issues (Discovered after First 48 Hours): You must first contact Sharp technical support at 800.237.4277 to log a case number. Upon receiving the case number from Sharp, contact Visual Apex to arrange for replacement.

Visual Apex can only arrange for a replacement unit within the first 14 days of ownership upon receipt. After 14 days, customers must contact Sharp directly at 800.BE.SHARP (800.237.4277) for any technical support, repairs or replacements. Visual Apex will accept returns during the first 14 days after receipt. Sharp will accept returns up to 30 days after the shipping date.

Toshiba Consumer Electronics - DVD Player/Recorders and HD DVD Players - All Toshiba DVD players, recorders, VCR combo units and HD DVD players come with a limited one (1) year parts & labor warranty unless otherwise noted. You must contact Toshiba directly for any returns or repairs at 800.631.3811.

Shipping Damage
Damage of product can and may occur during shipping. If your shipment arrives with visible damage to either box or product, you can elect to refuse delivery. If you suspect your shipment is damaged and choose to accept delivery, please add a detailed description of the box damage before you sign for it.

If you cannot inspect the product for damage at the time of delivery, please sign for it and attach the message "Possible Concealed Damage." Please note any and all box damage on the Bill of Lading. Customers must report damage to Visual Apex within 24 hours of delivery.

Other Important Policies

Software - including calibration discs - can only be returned unopened. If you are given a return authorization by Visual Apex and software is found to have been opened, no refund will be given. Software can be replaced if found defective.

Some new LCD projectors and plasma screens are tested in house by Visual Apex prior to shipping.

Local Pickup
Local pickups require a minimum of 24 hours to process. Not all models are available for pick-up. Please call for product pick up availability. Local pickups are not available on Saturday or Sunday.

Directions to the warehouse and further instructions will be sent via email once your product has been prepared for pickup. You will need to provide valid government issued ID with the same address that is on the order.

Please be aware that all pickup orders are subject to local Washington state sales tax of 8.6% (unless you have proof of tax exemption).

Shipping and Receiving Policies

General Shipping Policies

Visual Apex does not offer Saturday delivery service.
Visual Apex will ship anywhere in the 50 states and Puerto Rico. Shipments to Alaska, Hawaii and Puerto Rico are restricted to 2-Day Air service only, additional charges will apply.
Shipping Outside of USA - We DO NOT ship outside of the United States. If you live outside the US, you can order a plasma or projector by wire transfer or Candian credit card and have it shipped to the US for pick up. MAIL-IN REBATES and WARRANTIES ARE VALID IN THE US ONLY
Customers living in remote locations or outside of major metropolitan areas may be subject to additional shipping charges. You will be contacted by a Visual Apex representative if such charges apply.
Projection Screen Shipping in the USA - We only ship screens within the contiguous 48 states. We DO NOT ship screens to Alaska, Hawaii, the commonwealth of Puerto Rico or any other U.S. territories.
Projection screens ship in approximately 3-6 business days, shipping estimates are not guaranteed.
Projection screen orders may be subject to additional shipping charges dependant on weight, dimensions and shipping methods available to customer's specific ZIP code.
Shipping refunds for delayed deliveries due to adverse weather conditions are not guaranteed. Neither FEDEX or DHL, (our shipping partners) offer guarantees to Visual Apex for such delays as they are due to circumstances beyond their control.
All orders shipped to remote locations or well outside of metropolitan areas may be subject to additional shipping charges and up to 2 additional days in transit. Please call our sales department for more information.
Shipping to a Freight Forwarder is possible via wire transfer only.

FedEx Shipping Information (Excluding Sanyo):

Products shipped through FedEx use Ground service unless otherwise specified. Ground gives an estimated shipping time of 5 to 7 business days. (Saturdays and Sundays do not count as business days.) Some items, such as screens, will ship 7 to 10 business days.
FedEx shipments require signature for delivery.
Items shipping 2-Day Air service will arrive by the end of the day on the second business day after order has been processed. If order is placed online past 1:00pm Pacific Time, please add one additional business day to delivery estimate for processing.
Items shipping Next Day Air service (�overnight�) will deliver to commercial locations by 4:30pm and to residential locations by the end of the day on the next business day after order has been processed. If order is placed online past 1:00pm Pacific Time, please add one additional business day to delivery estimate for processing.

FedEx Shipping - Sanyo Products

Sanyo products can only be shipped Ground except the PLV-Z5 and PLV-Z2000.

DHL Shipping Information

Standard shipping takes 5-7 days. You will be contacted as soon as it arrives into your local area to set up a delivery appointment (typically a 4 hour window). If you have not heard from DHL 6 days after you receive your invoice, please contact them at 800.426.5962 or our customer service division at customerservice@visualapex.com to check on the status of you shipment.

Pioneer Plasma Shipping Information

Pioneer Plasmas ship via freight company using Ground Service unless otherwise specified. Estimated shipping time is 5 to 7 business days. (Saturdays and Sundays do not qualify as business days.) Delivery is threshold service. Plasma will be delivered to the door.
The freight company does require a signature for delivery.
Items shipping 2-Day Air service will arrive by the end of the day on the second business day after order has been processed.
If order is placed online past 11:00am Pacific Time, please add one additional business day to delivery estimate for processing.
Items shipping Next Day Air service (overnight) will arrive by the end of the day on the next business day after order has been processed. If order is placed online past 11:00am Pacific Time, please add one additional business day to delivery estimate for processing.

Receiving Instructions
Here are some tips on how to receive your shipment:

Inspect the outside of the box for dents or dings to the box. Make a note of the dents and dings on the freight air bill.
Ask the driver if you can inspect the display before you sign for it. Some drivers will allow you to open the boxes and inspect the display before you sign for it but most times, they are on a schedule and don't have the time.
If you are not able to inspect the display, make a note on the air bill that there is "possible concealed damage" and then sign for it.
If there is obvious damage to the display (hole through the box etc.), refuse the shipment and call us immediately at 800.883.7495.
Please note any shipping damage on the Bill of Lading. Customers must report damage to Visual Apex within 24 hours of delivery.
Complimentary RCA/BNC adapters are in a small padded envelope and shipped inside plasma box. Please inspect all packing materials. On occasion, RCA/BNC adapters might be shipped separately via USPS mail. If adapters are not present inside plasma box, please allow 5-7 business days past your plasma delivery to receive adapters by mail before contacting Visual Apex.

Plasma Deliveries
"Door-to-door" refers to the main door, whether it be the main door to the office building, apartment complex, or residence, not to an interior suite or apartment. All plasmas under 65" are delivered by one driver unless a second person is needed due to stairs, inside delivery, or other special circumstances. If you have more than 4 steps between the delivery address and the street or live in an apartment, please note it under comments on your order. Additional shipping fees may apply.

We never recommend customers help the driver unload and/or carry packages due to liability issues.

Order Tracking
You can track your shipment online at www.visualapex.com/tracking using the tracking numbers provided on your invoice. Your tracking number is in the field on our invoice labled "Tracking Numbers". UPS tracking numbers start with "1Z", FedEx tracking numbers are 12 or 15 digits"XXXX-XXXX-XXXX" - Click here to see an invoice sample to show you where tracking numbers are found.

If shipping via DHL, please note your DHL shipment is going via a freight carrier and limited tracking is available. To track your order online go to www.visualapex.com/tracking. Standard shipping takes 5-7 days. You will be contacted as soon as it arrives into your local area to set up a delivery appointment (typically a 4 hour window). If you have not heard from DHL 6 days after you receive your invoice, please contact them at 800.426.5962 or our customer service division at customerservice@visualapex.com to check on the status of you shipment. Your DHL tracking number begins with "SEA" and is followed by 5 digits (actual number is in the "Tracking Numbers" or "DHL/Danzas" field on your invoice). Click here to see an invoice sample to show you where tracking numbers are found. Tracking will generally be available 48 hours after you placed your order.