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.
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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:
8:00am-5:00pm 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.
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
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!
Payment We accept Visa, MasterCard and American Express, issued by a United States Bank. You can also pay via wire transfers. All International orders must be paid by wire transfer. Canadian credit cards that meet specific criteria may be accepted.
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.
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 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.
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: We understand that occasionally you may order the wrong item or simply change your mind. This is why you may return your purchase to us within 30 days, excluding special order items, projection lamps and open software. Special Order Items include, but are not limited to: business projectors, flat panel displays, furniture, projection screens and custom cases and custom length cables. Contact customer service for a return authorization.
All Standard Accessories: Items returned within 10 days of receipt in new/unused condition will NOT incur a restocking fee. Item returned within 11-30 days of receipt or in used condition will be refunded less a 20% restocking fee. Items past 30 days are non-returnable.
Home Theater Projectors: Projectors returned within 30 days of receipt and less than 5 hours of use will NOT incur a restocking fee. Projectors returned within 30 days of receipt and less than 20 hours of use will be refunded less a 15% restocking fee. Projectors past 30 days of receipt or with 20+ hours of use are non-returnable.
The Only Home Theater Projectors with the (Above) 30 Day Return Policy:
Business Projectors: Business projectors may only be returned, repaired or replaced due to defect through the manufacturer directly, as per the manufacturer’s policies.
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.
VAPEX projection screens: All Vapex Screen sales are final.
Open Box Specials: Products purchased from our Open Box Specials may be returned within 10 days of receipt and are subject to a 25% restocking fee.
Defective and DOA Products: Should you experience problems with any items you’ve ordered from Visual Apex, please contact our Customer Service Team for troubleshooting 206.855.1094. Please note that if your product is determined to be defective on arrival (DOA) or Defective units. The products will be returned directly to the manufacturer for repair or replacement. See the Defective Product (DOA) section below.
Warranty Policy (USA only) Vapex Screens: 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.
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 receipt. 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.
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.
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/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)
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.
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.
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.
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.
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 Shipping Information:
Products shipped through FedEx 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.) 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 Receiving Instructions:
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 via USPS mail. Please allow 5-7 business days past your plasma delivery to receive adapters by mail before contacting Visual Apex.
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.
