Specials
Visual Apex Customer Support
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Contacting Visual Apex email . Email is answered during our regular customer support hours.Customer Support Hours: 7:30am-5:00pm PST Monday-Thursday 7:30am-3:00pm PST Friday Sales Office Hours 6:30am-5:30pm PST Monday-Friday 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: 206.855.9959marketing@visualapex.com Phone & Fax: Toll-free 800.883.7495 Our Address: Visual Apex, Inc. Back to Top
Order Deadlines 3:00 p.m.(EST) . Most items that are in-stock will ship the same day if the order is placed by 3:00 p.m.(EST). Orders placed after 3:00 p.m. and before the end of business that day, will be given every effort to expedite shipping that same day. But, we cannot guarantee same-day shipping for orders placed after 3:00 p.m.(EST).Back to Top
Payment Back to Top
Order Cancellation Back to Top
Pre-Order Policy Back to Top
Privacy Policy Click here. Back to Top
Errors on Our Site Back to Top
Price Protection Back to Top
Our Warehousing - Stocking for Your Convenience Back to Top
Standard Return Policy excluding special order items, lamps and open software. Special Order Items include, but are not limited to: business projectors, flat panel displays, projection lamps, furniture, projection screens, software and custom cases and custom length cables. Contact customer service for a return authorization.
Home Theater Projectors – Projectors returned within 10 days of receipt and less than 5 hours of use will NOT incur a restocking fee. Projectors returned within 11-30 days of receipt and less than 50 hours of use will be refunded less a 20% restocking fee. Projectors past 30 days of receipt or with 50+ hours of use are non-returnable.
Business Projectors – Business projectors may only be returned, repaired or replaced due to defect through the manufacturer directly, as per the manufacturer’s policies. We here at Visual Apex want you to be satisfied with your purchase.
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. We here at Visual Apex want you to be satisfied with your purchase.
VAPEX projection screens - May be returned within 30 days of receipt with NO restocking fee, unless there is excessive wear and tear, missing accessories, etc… which will then be assessed at not more than a 20% re-stock fee. Customer will be responsible for shipping VAPEX projection screens back to Visual Apex. We highly recommend insuring your screen shipment against any possible damage in transit.
Click here to see the defective unit policy.Back to Top
Warranty Policy (USA only) – Vapex Screens 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.
customerservice@visualapex.com .
Click here .
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RMA Authorization 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.
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Manufacturer-Only Returns and Repair Policies
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 or accessory please contact our Customer Service Team for troubleshooting. Should you need service 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.
Canon Products - If you experience problems with your Canon projector or accessory please contact our Customer Service Team for troubleshooting. Should you need service during your warranty period, please contact Canon support directly at 800-652-2666. Canon will at their discretion repair or replace your unit. You, the customer, will pay shipping freight to Canon or a Canon authorized service provider and Canon will pay shipping back to you.
Elite Screens and Accessories – Elite screens allows the return of product within 7 days of your purchase date. They require you pay for return shipping and they have a standard 25% restocking fee. If you would like more information, please contact our Customer Service Team.
Mitsubishi Projectors – If you experience problems with your Mitsubishi projector please contact our Customer Service Team for troubleshooting. Should you need service during your warranty period, please contact Mitsubishi tech support directly at 888-307-0309. You, the customer, will pay shipping freight to Mitsubishi and Mitsubishi will pay shipping back to you.
tsupport@mdea.com . Please have your projector model and serial numbers available when you call. If Mitsubishi determines the projector should be swapped out they will provide you with a case/call number. Simply call the Visual Apex Customer Service Team with that number and we will arrange a return authorization with Mitsubishi. When the RMA has been arranged, you will be provided with a pre-paid return shipping label to return the defective unit. Once the defect has been confirmed by the manufacturer, Visual Apex will ship a new replacement unit to you.
Panasonic Projectors: 888-411-1996
Panasonic Flat Panel Displays: 877-726-2103
Panasonic Consumer Electronics: 800-222-4213
Although rare, should you experience a problem within thirty (30) days of your invoice date, your unit will be eligible for Panasonic’s Expedited Service Program. Panasonic created this program to limit downtime and ensure products are repaired and returned to you in the shortest time possible.
Samsung Professional LCD, LED & Plasma Displays - If you experience problems with your Samsung Display contact our Customer Service Team for troubleshooting. Should you need service during your warranty period, please contact Samsung support directly by calling 866-726-4249 or fill out the online form at www.samsung.com/us/support/service/request . Samsung will at their discretion repair, send replacement parts or replace your unit. If available in your local area, the repair will be onsite.
Samsung Projectors and Consumer LED TVs - If you experience problems with your Samsung Projector or Consumer LED TV contact our Customer Service Team for troubleshooting. Should you need service during your warranty period, please contact Samsung support directly by calling 800-726-7864 or fill out the online form at www.samsung.com/us/support/service/request . Samsung will at their discretion repair or replace your unit. You, the customer, will pay shipping freight to Samsung or a Samsung authorized service provider and Samsung will pay shipping back to you.
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. If you experience problems with your Sanyo product contact our Customer Service Team for troubleshooting. Should you need service during or after your warranty you must contact Sanyo directly at 888-337-1215 and select option 2.
Tripp Lite – If you experience problems with your Tripp Lite product contact our Customer Service Team for troubleshooting. Should you need service, please contact Tripp Lite directly at 773-869-1234 or by sending an e-mail to techsupport@tripplite.com . Tripp Lite will at their discretion repair or replace your unit. You, the customer, will pay shipping freight to Tripp Lite and Tripp Lite will pay shipping back to you.
Yamaha – Yamaha does not offer exchanges for defective or Dead On Arrival (DOA) products - only repair services. If you experience problems with your Yamaha product contact our Customer Service Team for troubleshooting. Should you need service during or after your warranty you must contact Yamaha directly at 800-292-2982.
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Shipping Damage within 24 hours of delivery .Back to Top
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. Back to Top
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 3:00pm EST Monday - Friday will ship the same day. Orders received over the weekend by Monday's 3:00pm EST shipping deadline will ship on Monday unless otherwise noted.
Visual Apex can ship to APO/FPO Addresses with an additional fee.
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.
FedEx shipments have the option of signature for delivery. 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.
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Order Tracking 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.
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 placed your order.
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7950 NE Day Road West Bainbridge Island, WA 98110 p 206.780.8192 f 206.780 8194
© Visual Apex - All rights reserved - Call us toll-free 800.883.7495
Office Hours: Mon - Fri 6:30am to 5:30pm PST - Online store is open 24/7.
