Shipping Policy

Delivery Schedule

Shipment Claims

Shipping Errors

Warranty

Return Policy

Defective Item Returns

Non-Defective Item Returns

Unauthorized Returns
Missing RMA Numbers
Out of Warranty Items
Replacement Shipments

Shipping Policy

TVI Electronics ships over 99% of domestic and international orders for in-stock items the same day we receive them or the very next day. We're extremely proud of this record! Our exclusive order entry system allows us to process orders quickly. If you choose to pay by credit card, your order will be processed promptly and shipped to you using the shipping method selected. If you choose a different payment option, you will receive detailed information with your order confirmation that explains how to effect payment. If any further delay is anticipated due to shipper's travel or another reason, a notice will be posted on the main catalog page to this effect.

On request, we can even assure overnight delivery of a customer's order via national and international carriers. Choosing Overnight or 2-Day Delivery does not mean your order will be delivered 1 or 2 days from the time you place your order. Selecting either of these shipping options simply means that you will receive your order 1-2 days after your order has been verified and processed by our Sales Department. Please note that delivery times may vary by several days due to weather, mail volume, customs delays and other circumstances beyond our control.

TVI Electronics is not responsible for lost, misdirected, or abandoned mail. To ensure the safe arrival of your package, we recommend that you double-check your shipping address prior to completing your order. We will automatically insure all orders against accidental loss, theft or damage during transit. Please note that once the order has been delivered to the specified delivery address it is no longer covered by insurance. The United States Post Office will not provide insurance coverage options to many countries. In the event that your order is being shipped to one of these areas, TVI Electronics assumes no responsibility for delivery. Clients that desire their order to be sent to such locations do so at their own risk.

International customers should also be aware of their country's taxes, duties, and customs fees, as these are the customer's responsibility. TVI Electronics has no involvement in establishing these fees, nor any means of estimating them. Contact your local customs office to request the details of these charges. If the customer refuses to pay fees required by the shipper or local governing authority, TVI Electronics reserves the right to recover the package and assess a 20% restock fee plus all associated shipping costs to the customer.

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Delivery Schedule

• Expected delivery times for each item are based on orders placed before 4 p.m. local time, pending credit approval and product availability

• Orders placed on weekends, holidays or after 4 p.m. local time Monday through Friday (business days) will be processed the following business day

• Please note that delivery times provided during checkout are estimates and may vary by several days due to weather, mail volume, customs delays and other circumstances beyond our control

• USPS Priority Mail or First Class Mail are our slowest but often the cheapest shipping methods. These mail services are not guaranteed to arrive within a specific timeframe.

PLEASE READ THE FOLLOWING STATEMENT CAREFULLY

We receive numerous inquiries from customers informing us that we have not forwarded their tracking information to them or they have not received their packages on time. Please note that orders shipped by any method other than UPS Express (US or International) or FedEx do not include tracking service. If you selected either our standard (postal) shipping or Priority Mail option, tracking information is not available to us, and we are unable to offer it to you. Please note that Priority Mail and First Class Mail delivery dates or times are not guaranteed by the USPS. Although the US post office is still telling us that international deliveries are taking six to ten business days, we are getting updates from our customers who are letting us know that standard Priority Mail delivery is often taking 14 to 21 business days. Depending upon the quality of your local postal carrier and operational conditions, transit times may be slightly longer or shorter. Failure to deliver on time is solely the responsibility of UPS, FedEx, or USPS shipping carriers.

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Shipment Claims

Please inspect all shipments upon receipt. If external damage is evident, accept the shipment only after the carrier's driver has noted the damage on all copies of the delivery receipt. Immediately request that the carrier make an inspection and contact our Customer Service Department. If upon opening a shipment you discover concealed damage, please request a carrier inspection within 15 days of delivery and then contact our Customer Service Department. Failure to note damage will void the warranty and no RMA will be issued. NO EXCEPTIONS!

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Shipping Errors

All shipping error claims must be made within 7 working days of delivery of goods. Returns must be in the original packaging and factory sealed where applicable. If the product is not received in salable condition, you may not receive credit.

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Warranty

TVI Electronics is committed to providing quality products to their customers. In the event the customer is experiencing the problems with product(s) purchased from TVI Electronics within the warranty period, the Warranty Guidelines will provide the customer with information for contacting TVI Electronics’s Customer Service and, if needed, obtaining a Return Material Authorization (RMA) number for the product(s). TVI Electronics’s responsibility for malfunctions and defects in its products is limited to repair and replacement as set in the warranty guidelines. TVI Electronics does not accept liability beyond the remedies set in the warranty guidelines or liability for incidental or consequential damages, including without limitations any liability for products not being available for use or for lost data or software. Custom and/or customized items may carry the warranties; however, they are non-returnable and non-refundable.

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Return Policy

Every effort is made on the website to provide enough information for your purchase to be satisfactory. Should you need to return a product, please complete a Returned Merchandise Authorization (RMA) Request. All returns and warranty services are subject to approval by TVI Electronics Customer Service department. RETURNS WILL NOT BE ACCEPTED WITHOUT PRIOR APPROVAL BY OUR CUSTOMER SERVICE.

Items generally not subject to return include:

1. Items not purchased from TVI Electronics.
2. Products that have been customized, modified (cut, trimmed, altered from their original form) or damaged by installation of additional software or options.

3. Product that is custom configured to your specifications (i.e. Custom controller design).

4. Repair parts flagged as non-returnable.

5. Product which have been made obsolete and/or products that may not have a remaining market value.

6. Product that cannot be linked to TVI Electronics Direct order number.

To obtain an RMA number, contact TVI Electronics Customer Service department. Please include the following information in your email:

• The full name of purchaser (for example, Jo Doe).
• The email address used to place the order (for example, jodoe@domain.com).
• The EXACT order number.
• A brief product description.
• The condition of the product (opened, unopened, defective, damaged).
• The reason for returning the product.
• If the product is defective or damaged, please tell us if you want an exchange for the same product.

Once a valid RMA number has been issued, the customer is to pack defective items carefully for return. The product(s) must be shipped insured in the original packaging or packaging with equal degree of protection with all manuals and accessories included. TVI Electronics assumes no liability for lost or damaged by the customer/carrier return shipments. Damage or loss as a result of improper packaging may invalidate both the RMA and the warranty. Shipping, insurance, and handling charges are not refundable. Save your tracking numbers, as they can prove invaluable if your return is lost in transit to us. Your purchase must be returned with shipping pre-paid. An analysis report is required, explaining the problem with each unit. Download and complete the Returned Goods Form and enclose with your return. Without the report it may cause a delay in repairing the unit(s).

Returns should be sent to:

TVI Electronics
Attn. Returns Department
13280 Northwest Fwy.,
Suite F113
Houston, TX 77040

RMA numbers are valid for 15 days after the date of issue. Purchaser is responsible for return of merchandise within the allotted time. RMA numbers will NOT be extended or re-issued. Expired RMA's will not be accepted and refunds will not be allowed. Any parts returned to TVI Electronics without a valid RMA # may result in a restock fee of up to 40% or be returned to the customer at their expense.

Upon receipt, any changes in repair costs will be noted prior to repairs being made. No work will be performed until your approval on all the charges is confirmed. Lead time for all returned parts is determined by TVI Electronics engineering. Electing not to have TVI Electronics repair the product, the product will be returned to the customer as is. If customer refuses to pay for return shipping, the item will be discarded and TVI Electronics will not be held liable for any losses.

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Defective Item Returns

If any product becomes defective within its warranty period, it may be returned for repair, replacement or credit. Legitimate product failures will be processed as "Under Factory Warranty" and repaired or exchanged for the same or equal (per TVI Electronics’s discretion) items. Defective returns that are found to be non-defective are subject to a 25% restocking fee.

All returns not covered under factory warranty and/or damaged by customer will be subject to administrative and engineering fees based on model. All RMA returns not covered under factory warranty and/or damaged by customer will be evaluated by TVI Electronics engineering and billed to customer at the standard engineering rate of $75.00/hour. This charge does not include repair parts or services. To help customers avoid RMA evaluation charge, TVI Electronics offers RMA Guide to the most common problems. These problems are often caused by mishandling or improper testing at the customer's location. Please review these problems before requesting an RMA. If you have any question or concerns, please contact your salesperson or our RMA department. 

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Non-Defective Item Returns

TVI Electronics is under no obligation to accept RMA's for wrongly ordered products. TVI Electronics may consider exceptions based on individual situations, a minimum 15% and up to 40% restocking fee will apply. The restocking fee may be waived if either:  1) an incorrect product shipped by TVI Electronics in error, or 2) the product is not as stated on your original purchase order. Products beyond 1 (one) month in age are not eligible for consideration.

Non-defective items must be returned within 30 days of original delivery, freight pre-paid. Non-defective product returns must be the exact unopened product that was shipped out, un-altered, and have a valid Return Merchandise Authorization (RMA#). A 25% restocking fee will be assessed on all non-defective unopened items returned. If the merchandise has been opened and is not defective, the return may be handled as an exception and is subject to prior approval. A restock fee of up to 40% may be applied.

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Unauthorized Returns

Unauthorized Returns may result in a restock fee of up to 40% or may be returned to the customer at their expense. Shipping charges are non-refundable. Customers are responsible for return freight charges. Any returned items shipped Collect or COD will be refused and returned to the customer at their expense and the RMA will be considered void.

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Missing RMA Numbers

No returns will be accepted without a valid RMA number. Items received without a valid RMA number are considered “unauthorized returns” and may result in restock fee of up to 40% or be returned to the customer at their expense.

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Out of Warranty Items

Out of Warranty items returned to TVI Electronics will be processed as Defective Item Returns not covered under factory warranty.

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Replacement Shipments

TVI Electronics will repair, replace or refund at our discretion. If TVI Electronics repairs or replaces a product, its limited warranty term is not extended. Replacement of defective items within the warranty period will be shipped to the customer via the cheapest shipping service at TVI Electronics's expense. Customers requesting faster service will be responsible for additional shipping charges. Any replacement products not covered by the warranty will be shipped at the customer’s expense.

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