Customer Service

RETURN POLICY*

1.

Is it mandatory to have an RMA number in order to return a product to www.thresholdconcepts.com?
Yes. You must obtain a Return Merchandise Authorization ("RMA") number within our Return or Warranty policy period. Thresholdconcepts.com will not accept returns without prior authorization and an RMA number. Once issued, RMA numbers are valid for 15 days within which Thresholdconcepts.com must receive return products. RMA numbers will not be extended or reissued. Customer should prominently display the RMA number(s) on the shipping label of boxes containing the returned product.

2.

How do I acquire a Return Merchandise Authorization number (RMA#)?
You can call for a RMA number or request an Online RMA. We ask that all RMA's be requested online for your convenience. You can also find the RMA request on the online service page. Follow the instructions and leave a description of the reason you are requesting a RMA. If you have special requests, your time may be better spent giving us a call. However, your best convenience will be our Online RMA request form.

3.

Are all items returnable?
No. Not all items are returnable. All sales are final for most items sold in our store. There is no return on these items. We welcome you to call in or email us questions or concerns regarding any of the items that we sell before you purchase. You can't order something just to check it out.

4.

What address should I send my return to?
The address to send an RMA to is: Threshold Concepts, Inc. RMA Dept. 20615 E. Valley Blvd., Unit B Walnut, CA 91789 Attn: RMA# (write your RMA number here)

5.

May I exchange my RMA item for a different product?
No. We do not exchange RMA items for different items. We replace an item only with the exact same item type. If the warranty period for a refund has not been exceeded, an RMA request for refund can be placed online and then the new item can be purchased (also online) and the RMA item will be refunded when received. You may view this as an exchange.

6.

How do I check the status of my RMA?
Use the RMA Status link at the top of our website or call our RMA Dept. one week after we received the RMA item.

7.

Approximately how long does it take before I see a refund credit in my account?
It takes us approximately two business days to process a credit back to your credit card and about 2-3 business days for it to appear on your statement.

8.

Approximately how long does it take for Thresholdconcepts.com to process an RMA?
It takes 5-7 business days for us to process and re-ship or issue refund once we receive them.

9.

Is it necessary to return each individual accessory when I send in a return?
What should I include with my RMA? Yes. All original equipment, components, manuals, cables, documents, packaging must be returned with your item in order for Thresholdconcepts.com to process your RMA. Missing items will incur further charges or less of a refund. In most cases, items sent in for RMA repair will be replaced with another full item set with accessories. Please return all accessories.

10.

When and Why are restocking fees applied? How much is deducted when a return is subject to a restocking fee?
There is a restocking fee of 25% on all returns for refund, unless waived by our Customer Support Agent. Note, you will be charged for shipping and handling if it was a FREE SHIPPING promotional item. Thresholdconcepts.com is not responsible for manufacturer defects. We are not manufacturers. We are willing to replace a defective item. If a refund is requested instead of a replacement we will charge a 25% restocking fee. Why? Claiming "defective" is the easy way out of a restocking fee just because you don't want the item. If it's defective we will replace it (RMA type repair).

11.

Who pays for shipping on a defective item?
Thresholdconcepts.com does not pay for the return shipping of defective merchandise. We are not responsible for factory defects because we are not a product manufacturer and we do not produce the parts we carry (similar to a standard walk-in store). Thus Thresholdconcepts.com will split the shipping costs with the customer. The customer agrees to pay to send the item back to Thresholdconcepts.com and Thresholdconcepts.com will consequently repair or replace the component and ship the item at no charge back to the shipping address specified in your account.

12.

Electronic Waste Recycling Act
The Electronic Waste Recycling Act ("Act") became law in California on January 1, 2005. The primary objective of this law is to initiate a recycling program for computer products containing chemicals deemed hazardous to the environment. To fund this program, California requires retailers and e-tailers to collect, on the state's behalf, a fee for each product covered by this law. The fee is paid by the consumer at the time of purchase of the covered product. This fee will be remitted directly to the state by us and only applies to orders shipped within California.

The types of products that we are required to collect this recycling fee include cathode ray tubes, cathode ray tube devices, flat panel screens, and other similar video display devices. The actual amount of the recycling fee will vary, based on the screen size of the product when measured diagonally, as follows:

  • Greater than 4" and less than 15" -- $6.00
  • Greater than or equal to 15" and less than 35" -- $8.00
  • Greater than or equal to 35" -- $10.00

For more information concerning the scope and details of the Act, please refer to the California Integrated Waste Management Board's website at http://www.ciwmb.ca.gov/Electronics/Act2003.

* Terms & Conditions are subject to change without notice.