DTV Express Policies
Contact Information
Business / Government Information
Policies and Procedures
Payment Options and Processing Procedure
We accept Visa, Mastercard, American Express and Discover credit cards. DTV Express does not process payment for orders until the product is in stock and ready to ship - either the day before shipping, or the same day the item will shipped.
Do you accept Bank wire transfers?
Yes, we do accept bank wires, please call us for the bank wire information. Orders for wire transfers must be either faxed to 404-352-1970 or called in 404-352-0007. This will ensure prompt dispatch of your order once we receive the incoming wire.
Do you accept checks?
We do accept both cashiers' checks and money orders, and in most cases Company checks. Please print out our order form and include a cashiers check or money order made payable to DTV Express. Please include all relevant order information when mailing to DTV Express. We do not accept personal checks, nor do we ship COD.
If you wish you have an e-mail confirmation with your FED-EX or UPS tracking number please do not forget to include your e-mail address on the order form.
Sales Tax
We only charge Georgia Residents 8% sale tax - depending upon the county.
Product Availability
Though we take every measure to only advertise what is either available or soon incoming, we do occasionally run out of certain high demand products. We will notify you should this happen and give you the option of reserving or canceling your order. We do not process credit card orders for items until they are in stock and shipping.
The easiest way to check product availability is to call one of our sales representatives at 1 888 965 6400 They will be able to tell you if we can ship the product you are interested in immediately. You may also e-mail our sales specialists for product availability.
Price Protection
Due to the fact that manufacturers only price protect on the merchandise that is in our inventory at the time of a price drop, we do not offer price protection on purchases that have shipped out prior to the day of the price drop. Prices change rapidly in the consumer electronics industry and may increase or decrease after your purchase has shipped out. If the item you have ordered has not shipped yet when a price changes, you will receive the lower of the two prices on that purchase.
Shipping Methods
Q: How do you ship the merchandise?
DTV Express offers Overnight, 2nd Day and FedEx ground shipping for smaller items. TVs and other large items are shipped by special freight carriers typically to arrive at the destination in 3-5 business days non-gauranteed service. This freight can also be expedited and gauranteed for an extra fee. We will e-mail your tracking number for the items you have ordered after the item has been shipped. Contact information for freight carriers is also included. Normally we ship all orders placed before 1 PM EST that same day.
Note: Screens measuring 58 inches and larger will be shipped ground freight only due to their large size and delicate nature. Please allow 5-10 business days for these larger units to be delivered.
Q: Can I have my order shipped to another address other than my credit card billing address?
A: Yes, we can do this but we do require that you take two minutes of your time and call your credit card company customer service number (You can normally obtain the phone number on the back of the credit card).
You must ask them to:
Add the requested delivery address as an alternate shipping address in the system
By doing the above, You authorize DTV Express to ship your products to your alternate shipping address. We may then verify this information with the credit card company and ship the merchandise to the requested address.
Please click here for a complete list of USA shipping rates
Please Note: Due to rising fuel costs, Remote Beyond Charges may apply to certain deliveries located well outside major metropolitan areas. DTV Express will notify you of any changes before your order is processed.
Q: Do you ship items to APO/FPO addresses?
Yes, please select the ground shipping option on the online order form, we will ship your goods by the USPS.
Freight Damages
DTV Express prepays freight insurance on all outbound shipments. Freight damage on our TV shipments occurs in under 1% of our shipments due to our careful packaging procedures. If your freight has been damaged in transit please call 404-352-0007 to report this immediately. All freight damage claims must be reported within 48 hours of receipt of the merchandise to be eligible for replacement.
Damage exceptions must be written on the freight delivery receipt (bill of lading) at the time of delivery. If the tip and tell indicator is activated, notate it on the freight bill. If a corner of the box is dented, notate that on the freight bill. Please make sure that you, the customer, or your assigns inspect a TV screen shipment (actual glass screen) before signing the freight bill. The freight bill of lading will be the controlling document between the two parties. DTV Express is not responsible for damage to merchandise after it is in the possession of the customer. We send e-mailed delivery receipt instructions with your tracking information and the freight carriers contact information prior to your receiving the freight. In the event you do not receive them in advance, please click here, Receiving Your Television to see the full instructions.
Receiving and Inspecting Your Plasma, LCD or DLP TV
Follow this link for instructions: Receiving Your Television.
Television/Display 30 Day Replacement Guarantee
DTV Express is a direct authorized dealer for nearly all of the products that we sell. In most cases we purchase directly from the manufacturer and inventory the product in our warehouse. This enables us to offer a 30 day replacement warranty for many of the products that we sell for defects that qualify as manufacturers initial failure warranty policy. This does not apply to physical, visible damage (see "Freight Claims," above).
In the event that a TV is defective within the first 30 days of the invoice date, DTV Express will ship a new television display of the same model and have the defective TV picked up and shipped back to us at no expense to the customer. This covers almost any defect that cannot be repaired in home or office with simple troubleshooting or adjustment. Please simply contact a DTV Express representative by phone at 404-352-0007 with a description of any problem you may be having and we will ship you a replacement unit, while arranging for your existing defective unit to be picked up at no additional cost to you.
With some manufacturers and depending upon the problem, DTV Express may require that you first contact the customer service department of the manufacturer, report the problem, and/or have the TV inspected in order to ascertain the condition of the unit. This may result in a simple on-site repair or adjustment. In the event that the unit cannot be repaired on site, DTV Express will replace the defective unit with a new one from our warehouse and have the defective TV shipped back at no cost to the customer.
Some manufacturers require that defective merchandise be handled through a manufacturers authorized service center for repairs or replacement. These manufacturers are Panasonic consumer, Samsung consumer, and Pioneer consumer. Due to their guidelines, we cannot replace this merchandise and it has to go through the authorized service center to handle the repair or replacement.
After this 30 day period your plasma TV/monitor is covered by the manufacturers warranty for at least 1 year for parts and labor - depending upon the manufacturer.
Television/Display Returns Policy
If your product is defective in any way please call us at (404) 352-0151. We offer a 30 day replacement guarantee from invoice date on manufacturer defective TVs with the exception of Pioneer consumer TVs, which are eligible for in home repair, pickup and repair, or replacement. This does not apply to physical, visible damage (see "Freight Claims," above). DTV Express will pay for outbound replacement and return freight of the defective TV. DTV Express reserves the right to have the merchandise inspected to determine defective status. In the event the TV is being returned for credit or cancellation, the customer is responsible for return freight. You will receive a refund after the returned merchandise has been satisfactorily inspected. All non-defective TV returns must obtain a return authorization #, and be return shipped within 14 days after receipt. Non defective returns are subject to up to 20% restocking fee. All returns, defective or non-defective must be in original condition with all accessories and original packaging to be eligible for return. We will only accept accessory wall mounts, which have not been used. We do not accept any returns of used mounts. Please check your screen within the first 48 hours, if there is visible, physical damage to the screen itself or other physical damage to the unit, this MUST be reported to us within 48 hours of receipt of the product to be eligible as a freight claim. The freight bill of lading will be considered the controlling document between the two parties.
Product Uses
We list exactly the manufacturer's product specifications for all of the products that we sell. We gaurantee the product for only those uses that the manafacturer's specifications list. We do not gaurantee that a product will work for any uses that are not specifically listed in the manufacturer's specifications. The customer is responsible for contacting the manufacturer's technical support to find out if the product will work with their specific application (outside the manufacturer's specifications). Any product return resulting from an application issue outside the manufacturer's specifications will be subject to the standard TV return policy.
Package Item returns
Package prices are deeply discounted. Refunds for returned items which are included in a package are calculated as follows: Total price of package - individual retail price of individual components kept by the customer = amount of item to be refunded before restocking charges - any applicable restocking charges = total refund.
Pixel Defect Policy
We follow plasma and LCD display manufacturers guidelines when addressing pixel outage on plasma or LCD TVs purchased from our company. Though these guidelines are not published they generally are stated as follows:
One pixel out red, green, or black - is within manufacturers specifications and the plasma display is not considered a defective product. Manufacturers do not replace a plasma display with one pixel out.
Two pixels out red, green, or black normally is within manufacturers specifications as well. Manufacturer may want to send a service tech out to inspect and may in special circumstances declare the product as defective.
Three or more defective red or green pixels - our company policy is to follow manufacturers guidelines and policies. Manufacturers will typically want to inspect the unit in this situation. The unit may or may not be within manufacturers specifications depending on the location of the out pixels. Four or more out pixels will generally be replaced but again, it depends upon manufacturers specifications.
Please keep in mind that a defective pixel does not mean the plasma display is defective. It does not mean that more pixels will become defective. This is, in fact, highly unlikely. Also, remember that any defective pixels which are red, green or blue will after a couple months use turn black and you will not be able to see the dead pixel from normal viewing distances.
What causes pixel outage?
A black pixel usually means that there is a bad connection between the transistor on the back of the pixel cell and the electrode-generating receiver of the pixel. Each pixel cell has its own transistor wire to bring a current. A pixel that is always red is lacking color information from the green and blue elements within the pixel cell. They are not being excited by the intended electric impulse, and Only the red elements are being excited.
A pixel cell that is always green, or always red will eventually use the relevant gases over a few months time and become black. A black pixel is barely noticeable on a plasma or LCD display from a proper viewing distance distance.
Why not repair the plasma pixel cell?
A 42" plasma display TV with 1024 x 768 resolution has 786,432 individual pixel cells. There is no way to effectively repair one pixel cell because they are enclosed in the plasma display element "envelope". Replacing the plasma display element is considered more costly than replacing the entire plasma display.
While only 1 in 100 plasma displays may have a pixel cell defect, there have been less and less instances of this occurrence.
Technical Assistance
If you require technical assistance you may call one of our technical experts at 404 352 0007, or if you prefer, you may call the manufacturer customer service technical specialists directly at:
- Pioneer (800) 421 1625
- Fujitsu (800) 835 6452
- Panasonic Plasma Concierge Service 1-888-972-6272 (Consumer Models only)
- Panasonic Broadcast models - North East (201) 348 7975
- Panasonic Broadcast models - South East (770) 338 6855
- Panasonic Broadcast models - West Coast (323) 436 3503
- Panasonic Broadcast models - Mid West (847) 468 5271
- NEC (800) 836 0655
- Sony Broadcast (800) 883 6817
- Sony Consumer in-home service (866) 443-7116
- Samsung - (800) 726 7864
- Toshiba (800) 631 3811
Plasma TVs at High Elevations
Please note: Buzzing noises can occur in Plasma TVs at high altitudes, which is caused by altitude pressure on the pixel pockets containing gas plasma. It is slight or unnoticeable in most cases up to 6500 feet. A buzzing noise at high altitude does not constitute a defect with the plasma panel. We now have several models of plasma screen TVs that are designed for use up to 9000 feet altitude. If you are at high altitude, please make sure you are purchasing the right plasma panel.
Non TV Returns Procedure
If your product is defective in any way please call us at (888) 965-6400 for an RMA (return merchandise authorization) number. Defective goods will be replaced upon receipt of the defective product. We give a 14 day replacement gaurantee on Non TV defective merchandise. Non TV returns must be received within 12 days from the issuance of an RMA number or the RMA number is voided and the product may not be returned.
All non defective returns must be returned within 14 days of receipt and are subject to a 15% restocking fee. We do not accept returns of used or opened TV mounts or stands.
In order to speed the repair of some products we have made arrangements for our customers to deal directly with the manufacturer. These products will be identified when you call for an RMA number. All returned products must be returned in the original boxes with ALL contents included. Any products with the warrantee card completed or merchandise not in their original packaging will be refused. If you prefer, we can apply a full refund, excluding the shipping and handling charges. DTV Express Inc is not responsible for the shipping charges on any domestic returns. All returns must include the uncompleted warranty card, included cable, remote control, manual, and an RMA number.
All non-defective returns must be unopened, and in a resalable like-new condition.
Do not write the RMA number on the original box. This makes the item non-resalable and may cause rejection of the return. Please display the RMA number the outside of a double boxed item. Please make sure to double box returned merchandise when possible. If this is not possible, please write the RMA number on the shipping label or on an attached piece of paper.
Cancellation Policy
Cancellation of an order before the item has processed and shipped will receive a full refund.
Can I cancel my order after it has shipped?
Yes, you may cancel your order after it has been shipped, and before receipt of the merchandise. All applicable shipping charge to the destination and back to DTV Express are non-refundable. An additional charge of 5% may be charged as a restocking fee to cover credit card fees and processing and inspection.
Shopping Cart Errors
DTV Express makes every effort to insure against shopping basket errors, however there may occasionally be minor typographical or numerical calculation errors which may result in a false invoice total. In the event that there are incorrect totals or shopping basket price discrepancies, prices listed on the product pages of the web site will be considered the correct and controlling price.
Errors and Omissions
In the unlikely event that a price is listed incorrectly, the correct price will be the controlling price. Unintentional mistakes or omissions do not constitute a reason for return or reduction of price. Unintentional product specification errors do not constitute a reason for return or reduction of price. DTV Express will correct any mistakes brought to our attention in a timely manner.
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