Policies

VIDABOX™ MEDIA CENTER GENERAL, SHIPPING, TAXES, EXCHANGE, & RETURNS POLICIES

PUBLISHED SPECIFICATIONS :

Due to the fast pace of technology changes, we, at VidaBox LLC, aim to put the newest and highest performance technologies into our VidaBox™ Media Center / home theater PC / HTPC system. Most changes are transparent to the consumer, but sometimes, slight changes such as a similar remote, a minor variations in specification, etc. may result. We strive to keep the site, its pictures, and other information as updated as possible, so as such, the pictures featured here on this site are for illustration purposes only, and the actual product is subject to change. Please feel free to contact us if you have any questions before ordering.

SPECIAL PRE-ORDER TERMS & CONDITIONS:

SHIPPING:

Ordering an item from VidaBox™? We ship to virtually anywhere in the United States, including Alaska and Hawaii. Because of the technical nature of our products, restrictions on VidaBox™ do not allow us to ship internationally to some destinations. Please contact us for further details.

PROCESSING TIME:

When you place an order, we will provide an estimated shipping time based on our processing time. It depends on a number of factors, such as if it's in-stock or parts availability for custom-made items. After placing an order, you should receive a shipping and delivery date in a secondary order confirmation email within 2 business days or less.

Most items that are in stock and have cleared payment before 2PM EST will usually ship on the same business day, unless otherwise noted.

CALCULATING COST:

Final shipping costs depend on three factors:
  - Total weight of package
  - Method used to ship
  - Number of total shipments/Special shipping requests

VidaBox LLC offers a number of shipping options to fit your specific needs, from UPS and USPS. In general, FedEx/UPS ground shipping is the cheapest, followed by 3 Day Select, 2nd Day Air, and Next Day Air. Note that Next Day Air is not guaranteed when delivering to a residential address. Saturday delivery is also available from UPS. All FedEx & UPS shipments are insured for missing or damaged packages by FedEx/UPS. We take great care in packing our products for safe shipping without damage. However, VidaBox LLC is not responsible for any and all physical damage to packages by the shipping company.

INSURANCE:

We recommended that all VidaBox media center systems be shipped via insured UPS or FedEx service. All accessories ordered without a system are shipped without insurance unless otherwise requested.

SHIPPING MULTIPLE ITEMS :

If you are placing an order for multiple items, we will group them all to be shipped out in as few shipments as possible, minimizing your shipping costs. On the other hand, if you would like them as they are in stock and ready to ship, we will charge shipping based on per-shipment rates. As standard, we will ship items out in as few shipments as possible, but please contact the factory if you have special needs.

INTERNATIONAL SHIPMENTS

Direct international shipments of VidaBox systems must be paid in advance by wire transfer or other secure method - no exceptions.

SALES TAXES:

Based in New York, VidaBox LLC is obligated, by law, to collect any and all taxes due on sales made within New York state. The taxes calculated during checkout, are an estimate only. If you live outside New York state, there will be no sales tax (unless local laws in your area supercede this).

For sales made in New York state, final sales tax charges are handled in two different ways depending on method of payment.

PAYPAL: If you are paying via paypal, the maximum sales tax rate of 9.5% for New York state will be charged on your Paypal account. After the order has been processed, the correct sales tax charge is calculated using your local sales tax rate. A refund will be issued to your paypal account if your local sales tax rate is lower than the 9.5% sales tax rate charged. We apologize for the inconvenience this may cause Paypal users.

CREDIT CARD: If you are paying via credit card, a final total for your order with an accurate tax calculation will be emailed to your registered account once the order is processed. Your credit card will not be charged before final tax is determined.

INTERNATIONAL DUTIES & TAXES:

Due to the complex nature of international duties & taxes, orders may take up to 3 business days to process. A shipping confirmation email will be sent to the person who placed the order as soon as the order is shipped. Some international orders may take much longer to deliver than anticipated due to customs delays - we apologize and thank you for your patience. Duties and taxes are not reflected in our prices. The carrier may charge the sender (VidaBox LLC) all applicable duties, taxes and/or brokerage fees before shipping. Any applicable taxes or fees must be paid before a product is shipped; we will send a notification for any short amounts. For information about duties, taxes and/or brokerage fees, you may contact your local customs office.

EXCHANGES & RETURNS:

ACCESSORIES:

If an item needs to be returned, for whatever reason, please fill out our contact form to obtain an RMA number - returns without an RMA number will not be accepted and will be returned at your expense.

You may return most new, unopened items with 14 days of delivery for a full refund. VidaBox LLC will also pay for the return shipping costs if the return is a result of our error (wrong or defective item, etc.) Beyond 14 days, new, unopened items may be returned for store credit.

Items that are opened and returned within 14 days of delivery are subject to restocking fees. There are no refunds or credits for items that are opened beyond the 14 days, but maybe supported an applicable manufacturer's warranty.

If an item was shipped free (via special promotions, discounts, coupons, etc.), the original shipping savings associated with the returned item(s) will be deducted from the original purchase amount. Contact the factory for details.

PRODUCT PURCHASED FROM DEALERS:

We do not accept non-warranty returns or exchanges on VidaBox™ products purchased from our dealer network. Products purchased from our dealer network are subject to the dealers specific return and exchange policy.

WARRANTY RETURNS:

Due to the custom-made nature of our products, returns for refunds are not possible, but VidaBox™ will stand 100% behind its products. It is inevitable that some of our systems may experience some hardware malfunctions. Please contact us as soon as you experience a problem with you system. We will review your case and if the system is under warranty, issue you a RMA# for the return of your system (we will pay for ground shipping). In the case that the system is no longer under warranty, we will accept returns for paid repair service (shipping at customers expense). We will provide a quotation detailing the cost for repair upon review of the malfunctioning system.

Please take some time to review our warranty policy here.

HOW REFUNDS ARE PROCESSED:

After an RMA number is issued, please return the item to us via insured mail, such UPS or FedEx. We do not recommend using USPS. Once we've received, it takes about 3 to 5 business days to inspect, examine, and process the return item. We will send a notification of this to your registered email account once the return is processed, and the refund will be applied to the form of payment used for the purchase. Depending on the payment method, it may take only a few days (when using a credit card or paypal) to a few weeks (if paying by eCheck or direct bank account transfer).

If the item was paid for by a gift certificate, the item will be credited to your account, which can then be used on a future purchase.

Note that we do not refund shipping charges unless the reason for the refund is due to something we did wrong - for example, we sent you the wrong item by mistake and you want to send it back.

If a refund is requested because the product arrived damaged, is defective, or you aren't satisfied with the product, we will gladly refund the purchase price of the item, but we will not refund the shipping charges. We may make exceptions to this policy, but only on a case-by-case basis.

DAMAGED SHIPMENTS:
Although we package orders with great care, damages in shipping may still occur. To enable us to replace items damaged in shipping as fast as possible, we need your cooperation. Please inspect every shipment upon receipt. If your merchandise arrives damaged, immediately notify us - not the shipping company! You may contact us by phone at 516-730-7500 or e-mail us. We will do everything in our power to get you new product as quickly as possible. All parcels we ship are insured. It is very important that you keep all original packaging and shipping boxes in case an inspection is required.

Please note that we must file a claim with the shipping company and we must be provided with a claim number before we will ship a replacement item. In most cases, the shipping company will not issue a claim number until they have picked up and inspected the damaged shipment. The shipping company then sends the damaged shipment back to us. Once we receive the claim number from the shipping company, we will send you replacement product. Please note that it can take between five to ten business days before we are issued a claim number from the shipping company. We make every effort to prevent such delays by keeping in constant communication with the shipping company.

REMOTE ASSISTANCE SOFTWARE :

SERIAL NUMBER AND CASE TAMPER STICKERS:

Every VidaBox™ media center / home theater PC / HTPC is shipped with a serial number tamper resistant sticker applied to the rear of the case. Removal of the serial number sticker shall void the warranty of the VidaBox™. Additionally, every VidaBox™ is shipped with a chassis tampering sticker place on the rear of the case. Removal or damage to the chassis tampering sticker shall void the warranty of the VidaBox™. Every VidaBox™ system accessory is shipped with a unique identification label. Removal of an identification label from an accessory shall void the warranty of the accessory.

VidaBox™ will never except a return on products that have had the serial number and/or case tampering stickers removed or damaged.

Please contact the factory if you have further questions about our policies.