PLEASE
READ THE FOLLOWING!
We want you
to know that we sincerely appreciate your business and will do anything
within reason and within our power to satisfy you completely. However,
the volume of inquires concerning matters that are already explained
on these pages has increased to the point that we are now providing
this information page in order to keep our customer service costs in
answering these inquiries down.
PLEASE, before you contact us directly, read the information below to see if your question can be answered without the need for a personal reply. This will help us continue to offer you prompt, detailed and personal responses when necessary.
IF YOU DO CONTACT US DIRECTLY without reading the information on this page, you may simply be referred back to this page for the answer to your question.
CLICK BELOW ON THE CATEGORY YOUR QUESTION FALLS INTO:
WHERE IS MY ORDER? (Order Inquiries, Tracking Numbers, Etc.)
NORMAL SHIPPING TIMES & REASONS FOR DELAYS
I
HAVE A TECHNICAL AUDIO QUESTION
SHIPPING
TO LOCATIONS OUTSIDE THE CONTINENTAL U.S.
MY SHIPMENT WAS DAMAGED
I DIDN'T RECEIVE MY COMPLETE ORDER
WHY DIDN'T I RECEIVE AN ORDER CONFIRMATION?
WHY DON'T YOU ANSWER MY E-MAILS?
I WANT TO RETURN SOME MERCHANDISE
HOW DO I CANCEL AN ORDER?
CAN I CALL YOU ON THE PHONE?
HOW MUCH IS THE SHIPPING ON THIS ITEM?
WILL YOU SHIP MY ORDER COD?
WILL YOU ACCEPT A LOWER PRICE?
HOW DO I PLACE AN ORDER?
HOW SECURE IS THE ORDERING PROCESS
IS MY PRIVACY PROTECTED?
FRAUD PROTECTION & PROSECUTION
VISIT OUR: POLICES PAGE - SHIPPING
PAGE - ORDERING PAGE
***************************************
INQUIRING
ABOUT THE STATUS OF AN ORDER
As
stated in the Order Confirmation Massage you received, we ask that customers
wait at least Ten Working Days without
receipt of their order before making an inquiry as to the status of
a shipment. This is because most shipments will have been received by
that time and, if there was to be any delay for any reason, we would
have contacted you within Four to Five Working
Days of the date the order was placed. Please note that Working
Days are Monday through Friday, not counting weekends or
holidays. For information on standard shipping times click
here. (If you did not receive an Order Confirmation Notice,
this indicates that there is either a problem with the e-mail address
you entered on the order form, or that you placed a Mail-In-Payment
order).
TRACKING
NUMBERS
Our Policies do not allow for the issuance of Tracking
Numbers upon request, until after Ten
Working Days have passed since the order was placed. If sufficient
time has elapsed without receipt of your order, we will be happy to
track it for you. Please always include the Order
Number in the Subject Line of your e-mail when making
any inquiries. NOTE: Some smaller
orders, those going to P.O. boxes, and those to be shipped to US locations
outside the lower 48 Continental US, are shipped via Priority Mail and
have no tracking numbers.
OUR
LOCATIONS
Please understand that all of our clients' warehousing and shipping
facilities are located on the East Coast
and in the Eastern
Midwest of the US, as this will influence shipping times,
depending upon your location.
Back
To The Category List)
SHIPPING
TIMES
NOTE: Orders under $75.00 and those going to PO boxes or non-US military
addresses, may require up to a week to ship.
Shipments
to foreign military addresses will often require an additional service
charge.All
other orders are normally shipped within one to two
business days following receipt of confirmed payment (we
do not process or ship orders on weekends or holidays). Credit card
and PayPal payments are
considered confirmed upon receipt and/or credit card charge confirmation.
Payments under $200.00 made by money order, cashiers
check or certified check are
considered confirmed upon receipt. Orders paid for by check will be
held for a minimum of 14 days before shipping is scheduled. Because
of counterfeiting and the possibility of payment stoppage on cashiers
checks, certified checks and money orders, the same 14 day holding period
now applies to orders over $200.00 paid in this manner.
See our
Mail Payment Policies for
more information on payments sent through the mail.
For complete details on all aspects of our shipping services,
Click Here.
THE
MAIN CAUSES OF SHIPPING DELAYS
1)
You paid by check, bank money order, cashier's check, or certified check
(see above).
2) Your shipping address is a P.O.
box or a foreign military address (see above).
3) Your order was under $75.00 (see
above).
4) You made a request on your order
form for shipment to an alternative address from the address on your
credit card account or the PayPal Confirmed address. We do not ship
to such alternative addresses (for more on credit card payments, Click
Here).
5) You made a request on your order
form for a package to be left by the carrier without requiring a signature.
Such requests automatically trigger a preliminary fraud investigation.
6) Your order contained several
items (sometimes items must be shipped from different warehouses, and
may arrive separately at different times).
7) The e-mail address on your order
form is invalid, not working, or has been changed. If this is the case,
we may have tried unsuccessful to contact you with information concerning
a possible shipment delay.
8) You made an error in the address
on your order form (recheck your copy for errors).
9) You submitted an order to be
shipped to a US location outside the lower 48 continental United States,
or to a foreign military address without following our General
Policies (PLEASE NOTE: We no longer
ship to non-US locations under any circumstances)
10) You sent cash in the mail. Sending
cash in the mail is strongly discouraged, as this
leaves you with no way to prove you have made payment, and we cannot
be responsible for such payments. Along the way, mail passes through
the hands of dozens of people, any one of whom can steal the cash or
the entire piece of mail. There is also the possibility of mail being
lost, in which case you have no way of retrieving your payment if you
have sent cash.
FOR
ANSWERS TO TECHNICAL AUDIO QUESTIONS
Our client,
Electronixwarehouse offers an extensive Education
Section, with explanations of how audio components work, installation
instructions, terminology definitions, and much more valuable information.
Before asking a specific technical question of the Electronixwarehouse
technical staff, please visit their Education
Section and see if the answer can be found there. If you cannot
find the answer to your specific question, you may visit their Ask
The Experts Page and submit your question directly
to their tech department.
INTERNATIONAL
ORDERS
We
no longer accept any orders for shipment outside the US
The present economics of transportation make it prohibitively expensive
to ship orders outside the US. This, coupled with an enormous increase
in international credit card fraud and payment counterfeiting, has forced
us to discontinue all shipments to non-US locations. We sincerely regret
this situation, and if at some future time the efficiency of transport
and other circumstances make it possible, we will be happy to serve
the needs of all the world once again
For shipments to Alaska, Hawaii, and foreign military bases, please
Contact Us to
determine the additional shipping & handling charges BEFORE
placing an order.
DAMAGED
SHIPMENTS
All
shipments should be opened and examined immediately upon receipt,
in order to determine if they are damaged or contain incorrect merchandise.
If a shipment arrives damaged, contact the
shipping carrier immediately (see UPS instructions
below). The carrier (either UPS or USPS) is responsible for all damage
that occurs during shipping. You must make a claim with the carrier
as soon as possible after the damage is recognized. Please do
not contact us, as we cannot help you in such cases. If the
carrier claims to need our assistance, we will be happy to contact them
directly.
EXCEPTION FOR NEON / LED
PRODUCTS ONLY!
The ONLY exception to the above
procedure is when the order is for NEON or LED underbody kits and
replacement tubes. Again, All
shipments should be opened and examined immediately upon receipt,
in order to determine if they have been damaged during shipment. If
damage is discovered, this should be reported to Us ( contact
us ) immediately.
In the report to us (which must be made within five business days
of receipt), you should include the following information:
!) The order number, customer name and address, and date the
merchandise was received.
2) An exact description of the damage, including the tube(s)
involved, their color and length (for example: "one 48" PURPLE
tube was broken").
If we receive your report within five business days of delivery, and
it is complete, we will initiate the UPS claim. This can often save
time dealing with UPS, and can often speed up delivery of replacements.
If you do not contact us within five business days of delivery, or you
contact us without including all the information requested above, your
only recourse will be to deal with UPS
yourself, and we cannot be involved in that negotiation.
Again, the service described above applies ONLY TO NEON OR LED PRODUCTS.
Do not contact us in cases of damage to any other product, contact
The Carrier.
INCORRECT SHIPMENTS
If a shipment contains incorrect merchandise (merchandise different
from that on the original order form), please contact us immediately
for return authorization (this contact must be made within 30 days of
the date the order was shipped to be eligible for a return).
UPS Damage Claim Instructions:
If
a UPS shipment arrives damaged, you should immediately contact UPS.
Once we have shipped an order and it has been received, we have fulfilled
our legal obligation and cannot negotiate with the carrier on behalf
of the customer.
As we explain above, the best course of action is to immediately open and examine the contents of any shipment in the presence of the delivery person. If damage is detected, you can file a claim at that time and have the delivery person return the package.
If you have failed to do the above, the proper procedure is to immediately contact UPS, file a damage claim, then have UPS pick up the shipment and return it to us for damage replacement. We cannot get involved until and unless we receive the damaged goods back from UPS and have their approval to provide a replacement.
There are several ways to contact UPS for a damage claim.
To
call or write UPS:
United Parcel Service, Inc.
55 Glenlake Parkway, NE
Atlanta, GA 30328
1-800-742-5877
To
file a damage claim online CLICK
HERE
To check the status of a damage claim online CLICK
HERE
For answers to general questions online CLICK
HERE
(NOTE: UPS claims that it answers all online queries within 24 hours)
Only after you have filed a damage claim and the package has been picked up for return, should you contact us. Once we receive the returned merchandise and the claim has been approved by UPS, we will immediately ship a replacement. You should include the following information in your message to us:
1)
The Electronixwarehouse order number
2) The brand name(s), item number(s) and quantities of the merchandise
being returned
3) The date the package was picked up for return
4) The exact nature of the damage
5) Your name, address and phone number
This will
allow us to alert our warehouse to be on the lookout for the return.
Again, please
understand that we cannot negotiate with UPS on the customer's behalf
concerning a damage claim.
If you have problems gaining action from UPS, we suggest that you write
UPS Chairman and Chief Executive Officer, Michael L. Eskew, at the address
given above. You should send this communiqué via Registered Mail,
with a Return Receipt Request for your records.
(Back
To The Category List)
INCOMPLETE
ORDERS
If your shipment arrives but does not contain all the items you ordered,
this may be due to one of the following:
1) All the items were not available
at the same location and were shipped from where they were in stock
(we ship from three locations, Ohio, North Florida and Central Florida).
This could mean that the rest of your order will arrive shortly. If
you did not hear from us concerning a back order on one or more of the
items, this is most likely the case.
2) One or more of the items was
placed on back order to be shipped when it arrives in stock. We send
out back-order notices within three business days of receiving an order.
If you did not receive such a notice, and your e-mail address was correct
on the order form and is working, then the reason for the partial shipment
is probably due to #1 above.
NO
ORDER CONFIRMATION NOTICE RECEIVED
Upon placing
a credit card or PayPal order, you should receive a notice almost
immediately confirming that we have received your order and including
a copy. If you did not receive an order confirmation, the most likely
reason is that your e-mail address was incorrectly entered on the order
form, or that it is not currently working. Many e-mail services have
limits on the number of e-mails a person can receive and, once those
limits are reached, all additional e-mails are returned as undeliverable.
Also, the servers used by ISPs (Internet Service Providers) sometimes
go "down," which means they stop working for short periods.
If this happens to your server while our notices are being sent, you
may not receive them.
To assure that you have not entered the e-mail address incorrectly, check your copy of the order. To insure that you always do enter your e-mail address correctly, never type it in; always copy and paste it from a source you are sure is correct.
For Mail-In-Payment orders, you will be presented with a completed order form on your screen to print out and mail with your payment. This serves as your conifrmation, and no confirmation e-mail will be sent.
Always retain a copy of your order, and always include the order number in the subject line of any inquiry you make.
I
AM NOT RECEIVING ANSWERS TO MY E-MAILS
If you
write to us and do not receive an answer within two business days (not
counting weekends or holidays), then it is probably because we did not
receive your e-mail(s). The most likely reasons for this are described
above.
RETURNS/ADJUSTMENTS
RETURNS
MUST BE AUTHORIZED. Always contact us before returning any merchandise.
IF RETURNS ARE SENT WITHOUT AUTHORIZATION, OR TO THE WRONG ADDRESS,
THEY WILL BE REFUSED AND RETURNED UNOPENED.
RETURNS:
Generally,
we authorize returns in only a very limited number of circumstances.
Some categories, such as speakers, drivers, and cables are not eligible
for return in any case. See note on speakers,
below. For items that arrive damaged, contact the carrier immediately
(Click Here for more info.on damaged shipments).
For items found to be defective upon arrival, please see the information
concerning Warrantees on our Policies Page.
All returns (of non-damaged and unused items) authorized will be for
exchange only, for the same or similar product. Authorized returns
must be made within 30 days of sale, and must be shipped at the buyer's
expense. All returns will be thoroughly examined by our technicians
to determine if the item has been opened or used. A technical report
will be issued and copied to our legal department on items found to
have evidence of having been opened or used. No exchange will be allowed
on such items, and the customer must pay shipping in advance to have
any such material returned to them.
If you choose to make a return, you must do so at your own expense, and this cost will not be refunded. The credit (if authorized) will be for the price of the item (not including the original shipping charge) less a 15% re-stocking fee. All returned merchandise must be in new and resalable condition, in the original undamaged packaging (with no marks on the packaging), and must include the blank warranty card.
If, after clearly understanding our return policies, you wish to make a return, please contact us for a Return Authorization Number and the proper return address. Returns made to any other address, or without a Return Authorization Number clearly displayed on the outside of the package, will be refused.
SPEAKERS: Because problems with speakers and loaded speaker boxes are almost always caused by misuse, abuse and/or faulty installation, we cannot and do not offer return or exchange on these items. However, most speakers include factory warrantees (see below). If you have a problem with a speaker, do not contact us, contact the manufacturer. If the contact information for the manufacturer is needed, let us know. We will be happy to supply it.
Be aware of the fact that all woofer, midrange, and tweeter factory warrantees are contingent on the proper operation of the unit in conformity with the specifications provided by the manufacturer. The factory warrantees this equipment only if there is no evidence of abuse: clipping distortion, burnt or detached voice coils, physical damage, etc. Be certain with your claim that you have installed and operated the equipment correctly, in order to avoid any problems with the manufacturer service center. See the Electronixwarehouse tech pages for hints on avoiding clipping distortion; mainly having adequate amplifier power, the most common reason why speakers are damaged.
ADJUSTMENTS: Any reports concerning shipment shortages, wrong items shipped, and/or other order discrepancies must be received within 30 days of sale in order to be considered.
ORDER
CANCELLATION
Because
of our rapid order processing, canceling a credit card or PayPal order
once it has been placed is almost impossible. Many orders over $75.00,
will ship within one business day
(excludes weekends and holidays). These orders are processed immediately
upon receipt and, once processed, cannot be canceled. Please be absolutely
certain of your order before submitting it.
COMMUNICATING
WITH US
For
legal and record keeping reasons, we communicate only by e-mail. There
is nothing that can be conveyed in a telephone call that cannot be conveyed
in more detail in an e-mail message. Also, this allows us to have a
record of everything that is said for future reference. In order to
receive our best service, please make your
e-mail inquiries as polite and informative as possible.
We do not respond positively to rude, profane, accusatory, or overly
demanding messages. In fact, if such messages are received, they will
most likely be referred to the appropriate legal authorities and to
the sender's e-mail provider with a formal complaint.
DETERMINING
SHIPPING COSTS
The easiest
way to determine the shipping cost for a particular item is to simply
add that item to your shopping cart. At that stage, you are not in any
way obligated to complete the ordering process, and no information has
been transferred to us. When you click on the Add to Your SHOPPING
CART button, you will see a screen that shows the item number
and description, the price, the cost of shipping & handling, and
the total. If you choose not to order, you can either empty your shopping
cart and continue to shop, or just abandon the page. For a complete
explanation of our shipping procedures and costs, please visit our Shipping
Page.
BARTERING
We
do not, under any circumstances, barter or "match" prices.
Please do not contact us to: offer prices lower than those listed; ask
us to match another vendor's prices; request lower shipping & handling
charges; or to request exceptions to any of our Policies.
COD
SHIPMENTS
We
do not, under any circumstances or for any reason ship COD.
This is a non-negotiable policy that will not be altered. Please do
not contact us with requests for COD shipment.
HOW
TO PLACE AN ORDER
For complete
instructions on how to place an order, please visit our Ordering
Page.
SECURITY
Our
ordering system provides state-of-the-art security, including Secure
Socket Layer encryption for sensitive credit card information. This
service is provided by Americart and our shopping cart is secured by
VeriSign, the number one credit card security service on the Web.
PRIVACY
STATEMENT
MetroDirect
has created this privacy statement in order to demonstrate our firm
commitment to privacy. The following discloses the information gathering
and dissemination practices for all the Web sites we represent:
Personal Information: Neither MetroDirect or our client Web sites request any personal information or collect any information that personally identifies you or allows you to be personally contacted, except in the case of orders for the purpose of shipping and customer service. Since we do not collect any personal information on our Web site, we do not share any personal information with any third parties nor do we use any personal information for any purposes other than to contact our customers.
Contacting the Web Site: If you have any questions about this privacy statement, the practices of this site, or your dealings with this Web site, you can contact us by Clicking Here.
FRAUD
PROTECTION & PROSECUTION
In order to protect our customers and ourselves, we have adopted a ZERO
TOLERANCE policy for all attempted fraudulent activity. This
includes, but is not limited to, contacting the following agencies upon
receipt of any fraudulent or possibly fraudulent orders:
*
Local Police - Area Where IP Address is Listed
* Postal Police - Internet Crime Services
* FBI - Internet Crime Unit
* Credit Card Fraud Investigation Unit of Issuing Bank
* Credit Card Issuer's Central Security (VISA. MC, AMEX, DISC.. etc.)
* Shipping Courier Authorities (Proof of Delivery)
* International Authorities - United Nations Commission on International
Trade Law & Criminal Activity (UNCITRAL)
If you believe you have been the victim of fraud, please contact your bank immediately and notify them of the charges to your account. Under Federal Law, you are only liable for a maximum of $50 on all fraudulent charges to your account.
Our secure servers record and monitor all Internet activity involving our site, and all communications (including orders) are archived for future reference. Our software collects IP information, which tells us the exact physical location of the computer from which the order was placed and what e-mail account was used, as well as other pertinent information. We use this information only when a crime has been committed, or when we suspect a crime is about to be committed. This information is released only to proper law enforcement and fraud investigation agencies, and to the credit-card or payment provider, to aid them in locating, capturing, and prosecuting the perpetrators of Internet fraud.
IF
YOU SEND PAYMENT IN THE MAIL
CHECK
PAYMENTS: All orders paid for by check are held for a minimum
of 14 days before shipping can be scheduled. Please do not contact us
to tell us that your check has cleared your bank. This will not speed
up shipping of your order. Because of the costs involved, we cannot
repeatedly contact our bank to see if a check has cleared. Failure of
your bank to honor the check for any reason, will obviously void your
order. If the check has not been rejected within 14 days of the date
we receive it, shipping of your product will be scheduled for our next
shipping date. If you require faster shipping, please pay by credit
card, or with a money order/cashier's check.
ALL OTHER MAILED PAYMENTS:
Because of a recent increase in the incidence of counterfeiting, payments
over $200.00 made by cashier's check, certified check or money order,
are subject to the same 14 day holding period mentioned above.
DO NOT SEND CASH IN THE MAIL: Sending
cash in the mail leaves you with no way to prove you have made payment,
and we cannot be responsible for such payments. Along the way, mail
passes through the hands of dozens of people, any one of whom can steal
the cash or the entire piece of mail. There is also the possibility
of mail being lost, in which case you have no way of retrieving your
payment if you have sent cash.
CREDIT
CARD PAYMENTS
If you pay by credit
card, the shipping
address must be within the US and must exactly
match that on the credit card account. We
no longer accept payments made with non-US credit cards, and we do not
ship orders to locations outside the US. In
order for shipment to be made to an alternate address, the address must
appear as an authorized shipping address on the credit card account.
All credit card charges and shipping addresses are checked with the
issuing bank before the order is processed and/or shipped. In cases
of suspicious activity, we personally call the issuing bank to inquire
if the card/card number has been lost or stolen and to inform the legitimate
card holder of the impending charge. Due to an enormous increase in
attempted credit card fraud, repeated requests to have an order shipped
to an address not listed on the account automatically triggers a preliminary
fraud investigation.
The following are several reasons why a credit
card order may be delayed or refused:
1)
A request to ship to an address not on the credit card account.
2) A request to leave the package
unattended, without requiring a signature.
3) Orders to be shipped to a PO
box or orders under $75.00).
4) Orders for which the shipping
address does not match the address on the account.
5)
Orders for which the credit card charge is declined by the bank.
6)
Orders placed using non-US credit cards or with delivery addresses outside
the US (such orders are not accepted).
7)
Orders to be delivered to Alaska, Hawaii, Puerto Rico, or to foreign
military addresses, for which the extra shipping charges have not been
requested prior to placing the order.
8) Orders to be shipped to non-US
military (APO, FPO, etc.) For all such orders, you must first contact
us to determine the additional service charges, and understand
that there will be a slight shipping delay.
PAYPAL
PAYMENTS
We
do not accept
PayPal payments for shipments with a request to
deliver to an address not on the account.
We only ship
to the Verified PayPal Domestic Shipping
Address on the account.
IF
YOU STILL HAVE QUESTIONS
If none of the above information helps you with your question, and you
have checked our Policies Page, our
Shipping Page, and our Ordering
Page, you may contact us directly by clicking below. Please
note, however, that if your question is answered by the information
offered here or elsewhere on our site, and you contact us directly for
an answer, you will most likely be directed back to the site for an
answer.
IMPORTANT: Please do not send e-mails with nothing in the subject line. This is a common ploy of spammers and our spam filters are liable to reject such unidentified messages and automatically place the your e-mail address on a black list, which would cause all future messages from you to be rejected.
E-Mail
Us At
webservices@metrodirect.net
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