LED TVs and Projectors from VisualApex
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Visual Apex Customer Support

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
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.
    Customer Support Hours:
  • 7:00am-4:00pm PST Monday-Thursday
  • 8:00am-3:00pm PST Friday
    Sales Office Hours
  • 6:30am-5:30pm PST Monday-Friday
We aim to respond to all inquiries within 24 hours.

Please email info@visualapex.com if you're 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
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
Bainbridge Island, WA 98110

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Order Deadlines
Orders placed Monday through Friday will be processed the same day. Orders placed Saturday and Sunday will be processed the following Monday unless otherwise noted. Our deadline for orders is 1:00 p.m. (EST). Items that are in-stock will ship the same day if the order is placed by 1:00 p.m. (EST). Orders placed after 1:00 p.m. and before the end of business that day, will be shipped the following business day. Thank you for considering Visual Apex for your Home Theater and Business needs!

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Payment
We accept Visa, MasterCard and American Express, issued by a United States Bank. You can also pay via PayPal, Amazon Payments and wire transfers. All International orders must be paid by wire transfer. Canadian credit cards that meet specific criteria may be accepted.

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Privacy Policy - Click here.

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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.

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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.

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Our Warehousing - Stocking for Your Convenience
As an authorized dealer, Visual Apex stocks a large quantity of the most popular projectors 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 to 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.

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.

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Home Theater Projector Return Policy - You MUST email customerservice@visualapex.com for return authorization.
Home Theater Projectors can be returned within 30 days of invoice for a full refund. The following return conditions apply for refund;
  • Home Theater Projectors must be returned using the FREE pre-paid shipping label provided by Visual Apex Customer Service. You must email customerservice@visualapex.com for a return authorization number. Original packing, accessories and manuals must be included. The original UPC Codes must be intact and no writing or excessive wear and tear on packaging. Projectors that do not meet these conditions are not returnable. Projectors that do not have an approved Return Authorization Number and do not use the FREE pre-paid shipping label will be refused. Upon Visual Apex evaluating the Home Theater Projector, you will receive a credit for the purchase price of the projector. Please allow 5-7 days for your refund to process.
  • If a projector is past 30 days of invoice it is not returnable.
  • ALL projectors will be repaired under the Manufacturer warranty.
The following Home Theater Projectors are covered:
Defective (DOA) Home Theater Projectors: Should you experience problems with any items you ordered from Visual Apex, please contact our Customer Service Team for troubleshooting 206.855.1094. If your product is determined to be defective on arrival (DOA) you will be instructed to return the products directly to the manufacturer for repair or replacement according to the Manufacturer policies. See the Manufacturer Repair Only Policies section in Customer Support.

Accessories: Items returned within 30 days of invoice in new and unused condition will be refunded less a 15% restocking fee. Items past 30 days are non-returnable. Prior to returning any accessories, a Return Merchandise Authorization (RMA) must be obtained from Visual Apex by contacting customerservice@visualapex.com. RMAs are valid for a period of 5 calendar days. 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 in its original packaging with all parts/accessories included, with freight prepaid and 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.

Open Box Specials: Products purchased from our Open Box Specials may be returned within 30 days of invoice and will be accessed a 15% restocking fee. Prior to returning any Open Box Product, a Return Merchandise Authorization (RMA) must be obtained from Visual Apex by contacting customerservice@visualapex.com. RMAs are valid for a period of 5 calendar days. 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 in its original packaging with all parts/accessories included, with freight prepaid and 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.

Business Projectors: Business projectors may only be returned, repaired or replaced due to defect through the manufacturer directly, as per the manufacturer’s policies. See the Manufacturer Repair Only Policies section in Customer Support.

Plasma/LCD/LED Flat Panels – Flat panel displays may only be returned, repaired or replaced due to defect through the manufacturer directly, as per the manufacturer’s policies. See the Manufacturer Repair Only Policies section in Customer Support.

Special Order Items: Are Non-Returnable and include, but are not limited to: projection lamps, open software, business projectors, flat panel displays, furniture, projection screens and cases and custom length cables.

Vapex Screens Return Policy: Vapex Screens may be returned for a refund within 30 days. VAPEX Screens must be returned using the pre-paid shipping label or pre-approved scheduled pick-up provided by Visual Apex Customer Service. You must email customerservice@visualapex.com for a return authorization number and the pre-paid shipping label. Original packing, accessories and manuals must be included. The original UPC Codes must be intact with no writing or excessive wear and tear on packaging. VAPEX Screens that do not meet these conditions are not returnable. Upon Visual Apex receiving and evaluating the VAPEX Screen, you will receive a credit for the purchase price less a $50 Fixed frame, $100 Standard Electric, and $150 Tensioned Electric shipping and handling cost of the pre-paid shipping label or pick-up provided. VAPEX Screens that do NOT use the pre-paid shipping label or pre-approved scheduled pick-up will be refused.

View screen assembly and installation directions - Click here.

Vapex Screens Warranty Policy (USA only): Vapex Screens warrants its products to be free from manufacturer defects in materials and workmanship for a period of three (3) years from the date of purchase by the original purchaser. Vapex Screen’s sole obligation under this warranty shall be to replace the defective part of the merchandise. This warranty does not apply to products showing evidence of misuse, abuse or accidental damage.

ProjectoScreen Warranty Policy (USA only): ProjectoScreen warrants its products to be free from manufacturer defects in materials and workmanship for a period of one (1) year from the date of purchase by the original purchaser. ProjectoScreen’s sole obligation under this warranty shall be to replace the defective part of the merchandise. This warranty does not apply to products showing evidence of misuse, abuse or accidental damage.

ProjectoScreen Return Policy:
ProjectoScreens must be returned using the pre-paid shipping label provided by Visual Apex Customer Service. You must email customerservice@visualapex.com for a return authorization number. Original packing, accessories and manuals must be included. The original UPC Codes must be intact and no writing or excessive wear and tear on packaging. ProjectoScreens that do not meet these conditions are not returnable. ProjectoScreens that do not have an approved Return Authorization Number will be refused. ProjectoScreens that do not use the pre-paid shipping label will be refused. Upon Visual Apex receiving and evaluating the ProjectoScreen, you will receive a credit for the purchase price less a $50 shipping and handling return fee.

NO LIABILITY IS ASSUMED FOR EXPENSES OR DAMAGES RESULTING FROM INTERRUPTION IN OPERATION OF EQUIPMENT, OR FOR INCIDENTAL, DIRECT, OR CONSEQUENTIAL DAMAGES OF ANY NATURE.

Missing Parts must be reported within 15-days of invoice. If reported after 15 days, customer will be responsible for shipping and handling fees.

In the event that you are missing parts or there is a defect in the materials or workmanship of a Vapex screen, you may contact the Visual Apex Customer Service Department to request warranty service by calling 800-883-7495 or by e-mailing customerservice@visualapex.com.

View screen assembly and installation directions - Click here.

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Manufacturer Repair Only 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.

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 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)

Visual Apex offers free lifetime tech support for our products. All defective and DOA products must be returned to the manufacturer. Should you need service for a defective or DOA product please contact the manufacturer directly at the number listed below.

BenQ: 866-600-2367
Canon: 800-652-2666
Casio 800-981-3698
Christie 866-880-4462
Elite Screens: 877-511-1211
Epson: 800-637-7661
LG 888-865-3026
Mitsubishi: 888-307-0309
NEC 800-632-4662
Optoma: 888-289-6786
Panasonic Projectors: 855-772-8324
Panasonic Consumer Electronics: 800-222-4213
Panasonic Flat Panel Displays: 877-726-2103
Samsung Projectors 800-726-7864
Samsung LCD, LED & Plasma Displays: 866-726-4249
Samsung Consumer LED TVs: 800-726-7864
Sharp 800-237-4277
Tripp Lite: 773-869-1234
Yamaha: 800-292-2982

All ELITE SCREENS: Immediately advise Elite Screens of all damages or problems 877-511-1211. Shipping damages must be reported within 7 business days upon receipt of the product. After 7 days, Customer is responsible for all incurred costs. Inspect all shipments upon arrival. If damage or loss is apparent upon delivery, do not accept the shipment until you make a notation of the damage on all copies of the carrier's delivery receipt and have the driver sign all copies to acknowledge the notation. Do not sign a clear receipt for damaged or missing cartons or there will be no basis for a claim. Ask the carrier to make a detailed inspection of the damage. File a claim with the carrier. Cooperate and follow up as necessary to secure final settlement.

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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.

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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.


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Shipping and Receiving Policies

General Shipping Policies
  • Visual Apex does offer Saturday delivery service if available in your area for an additional fee.
  • Visual Apex will ship anywhere in the 50 United States as well as Puerto Rico and U.S. Virgin Islands. Additional shipping charges will apply to shipments outside of the lower 48 Contiguous States. A Visual Apex Representative will contact you for approval of these charges before shipping.
  • All orders received by 1:00pm EST Monday - Friday will ship the same day. Orders received over the weekend by Monday's 1:00pm EST shipping deadline will ship on Monday unless otherwise noted.
  • Visual Apex can ship to APO/FPO Addresses with an additional fee.
  • Due to the value of our products, all orders are shipped with a Signature Required.
  • 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, Checkout by Amazon or Canadian credit card and have it shipped to the US for pick up. MAIL-IN REBATES and WARRANTIES ARE VALID IN THE US ONLY.
  • 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.
  • Shipping to a Freight Forwarder is possible via wire transfer or Checkout by Amazon only. Once the item is delivered to the freight forwarder, Visual Apex is no longer responsible for any damages or warranties.
Alternate Ship-To Address Information
  • Online security is essential, and since we cannot verify your identity by seeing your driver's license and credit card, we rely on address verification through the issuer of your credit card to confirm your identity. This protects you from fraudulent credit card activity and allows us to verify the validity of your purchase. Because of this additional step, orders with different billing and shipping addresses may take longer to process.
  • If you would like to ship your order to an address other than your credit card's billing address, please contact your credit card issuing bank to add that address to your file as an alternate shipping address for online orders.
FedEx and UPS Shipping Information:
  • Products shipped through FedEx and UPS use Ground or Home Delivery 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.) FedEx Home Delivery gives an estimated shipping time of 5 to 7 days (not including Sunday & Monday). Some items, such as screens, will ship 7 to 10 business days.
Plasma / LCD / LED / Flat Panel Display Receiving Instructions:
  1. 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.
  2. 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.
  3. 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.
  4. If there is obvious damage to the display (hole through the box etc.), refuse the shipment and call us immediately at 800.883.7495.
  5. Please note any shipping damage on the Bill of Lading. Customers must report damage to Visual Apex within 24 hours of delivery.

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Order Tracking
You may 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 labeled "Tracking Numbers". Click here to see an invoice sample to show you where tracking numbers are found.

Please note, some Flat panels and larger projector screens ship via freight carriers. Many of these larger trucking line carriers have limited information on their tracking sites. To track your order online go to www.visualapex.com/tracking. Standard shipping takes 5-7 days. Customers shipping to residential addresses will be contacted as soon as the package arrives into your local area to set up a delivery appointment (typically a 4 hour window). If you have not heard from your freight carrier 6 days after you receive your invoice, please contact our customer service team at customerservice@visualapex.com to check on the status of you shipment. Tracking will generally be available 48 hours after you place your order.

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