Customer Service

Shipping & Delivery
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When will my order ship?
Most orders are processed and shipped within 1-3 business days, though sometimes it can take as many as 21 business days. Please note that an order placed during the weekend or on a holiday will be slightly delayed as we do not ship on non-business days.
TO AVOID POSSIBLE DELAY: Please make sure your billing and shipping addresses are on file with your credit card company. Otherwise, our approvals department will need to contact you and your bank which could cause a delay. 
The tracking number and carrier for every order is automatically emailed after shipping. You can also view your tracking number from your account dashboard.

How long will it take for my item to arrive after my order ships?
Our default shipping method is Ground, which typically takes 5-10 business days to be delivered, though times can vary. 
Once a package leaves our warehouse, it becomes the responsibility of the carrier. The carrier is responsible for any unforeseen delays in the arrival of your order. We will do our best to help you as needed, but we cannot guarantee a fast turnaround on this as we will also need the help of the carrier.

Do you deliver to APO or FPO addresses?
Unfortunately we do not ship to APO or FPO addresses.

Do you ship internationally?
We do not ship internationally. Currently, we only ship within the 48 contiguous United States.
Shipping Rates and Times:
Shipping Methods and Carriers
We use several carriers for the different shipping options we offer. It is not possible to specify a preferred carrier when placing your order. If a certain carrier does not deliver to your location, please contact Customer Service so that we can notify our Shipping Department. We will choose the most appropriate delivery method for your shipping address.

How do I contact the shipping company?
Fedex: 1-800-GO-FEDEX – www.fedex.com
USPS: 1-800-275-8777 – www.usps.com
UPS: 1-800-PICK-UPS – www.ups.com

Duplicate Orders
Most of our orders are approved automatically by a set of filters to make the process faster for our customers. Please make sure to contact our Customer Service or Sales Department if you believe your order has been duplicated. GoodGuysElectronics.com will not take responsibility for doubled orders, although you will of course be allowed to return the duplicate shipment.

How do I cancel/edit my order?
GoodGuysElectronics.com strives to process your order as quickly as possible. In our effort to prevent delays, the period of time available to cancel an order is short. For you to be able to cancel an order online, its status must be “Processing.” If you need to cancel an order please contact Customer Service immediately. We cannot guarantee we will be able to cancel it, but we will do our best.

My tracking number is not working. What should I do?
If the tracking number for your package shows no activity or delivery confirmation, it is possible that the shipment has not been picked up from the local pick up location, is still in transit or is out for delivery. Packages are not always scanned at every facility they go through during shipment, so you may not see any updates for a few days, depending on the shipping method selected. Please continue to check the carrier’s website frequently for more up-to-date information.
If the tracking number indicates that your package was delivered but it was not left at your front door, it could have been left somewhere safe. Please check your office, porch, garage, building's front desk, bushes and with your neighbor.
If you are still not able to locate the package and it is past the shipping time frame, please contact Customer Service so that we look into the situation.

What should I do if an item is delivered damaged?
If your shipment is delivered damaged, please contact GoodGuysElectronics.com to initiate a return authorization request within 5 business days from receipt of the package. Do not throw away or alter the product or packaging; we will need a picture of the damaged package in the same condition as it was received to properly establish that the damage was due to shipping. We will not accept claims for shipping damage if any of the contents or packaging have been altered or discarded. Depending on the carrier used to ship your order, we will process the damage claim in one of two ways:
- For some claims, we will have to contact the shipping company and file a claim. They will schedule a pickup from the customer's location for inspection of the package.
- For some other claims, we will process a return authorization for you to send the package back to our warehouse following the normal return procedure.
After we are able to properly establish that the product was damaged during shipment, GoodGuysElectronics will replace the products based on our return policy.

What should I do if an item is missing from my order?
If you are missing an item from your order, please contact our Customer Service. 
Note: If you have multiple tracking numbers, it means your order was shipped in separate packages. Check that the number of packages received matches the number of tracking numbers for your order. Verify that you have received all boxes and checked all packing material for small items. 

Why was my order sent in multiple packages when all the items could have fit in one box?
We keep the safety of your packages in mind with regard to weight and size. Many times when multiple packages are shipped, the shipping company may route a package onto another truck due to space issues. However, they will make every effort to deliver all packages on the same day.
Sometimes items are shipped from another warehouse to avoid delays. In these cases, different shipping companies may be used for your various packages.

My package never arrived and it says that it has been shipped
In some cases a package can be lost in transit by the carrier. GoodGuysElectronics.com will file a claim with the shipping company and will either reship the package or reimburse the customer upon claim resolution. Claims are accepted within 30 days from the date of purchase.
Claims are applicable for packages with no tracking number, packages delivered to an address different from that entered by the customer or packages showing no updates for more than 5 business days. Please remember that NO CLAIMS WILL BE TAKEN PAST THE 30 DAYS

Privacy & Security
Your privacy is very important to us. Accordingly, we have developed this Policy in order for you to understand how we collect, use, communicate and disclose and make use of personal information. The following outlines our privacy policy.

Before or at the time of collecting personal information, we will identify the purposes for which information is being collected.
We will collect and use personal information solely with the objective of fulfilling those purposes specified by us and for other compatible purposes, unless we obtain the consent of the individual concerned or as required by law.
We will only retain personal information as long as necessary for the fulfillment of those purposes.
We will collect personal information by lawful and fair means and, where appropriate, with the knowledge or consent of the individual concerned.
Personal data should be relevant to the purposes for which it is to be used, and, to the extent necessary for those purposes, should be accurate, complete, and up-to-date.
We will protect personal information by reasonable security safeguards against loss or theft, as well as unauthorized access, disclosure, copying, use or modification.
We will make readily available to customers information about our policies and practices relating to the management of personal information.
We are committed to conducting our business in accordance with these principles in order to ensure that the confidentiality of personal information is protected and maintained.

Web Site Terms and Conditions of Use
1. Terms
By accessing this web site, you are agreeing to be bound by these web site Terms and Conditions of Use, all applicable laws and regulations, and agree that you are responsible for compliance with any applicable local laws. If you do not agree with any of these terms, you are prohibited from using or accessing this site. The materials contained in this web site are protected by applicable copyright and trademark law.

2. Copyright
The entire contents of this web site, including but not limited to text, graphics or code, is copyrighted as a collective work under the United States and other copyright laws, and is the property of GoodGuysElectronics.com. Copyright 2013, GoodGuysElectronics.com, ALL RIGHTS RESERVED. Permission is granted to electronically copy and print hard copy portions of this site for the sole purpose of placing an order with GoodGuysElectronics.com. You may display and, subject to any expressly stated restrictions or limitations relating to specific material, download or print portions of the material from the different areas of the site solely for your own non-commercial use, or to place an order with GoodGuysElectronics.com products. Any other use, including but not limited to the reproduction, distribution, display or transmission of the content of this site is strictly prohibited, unless authorized by GoodGuysElectronics.com. You further agree not to change or delete any proprietary notices from materials downloaded from the site.
All trademarks, service marks and trade names of GoodGuysElectronics.com and used in the site are trademarks or registered trademarks of GoodGuysElectronics.com and/or its parent company/companies and of manufacturers whose products are sold by GoodGuysElectronics.com and used with permission.

3. Disclaimer
The materials on GoodGuysElectronics.com's web site are provided "as is". GoodGuysElectronics.com makes no warranties, expressed or implied, and hereby disclaims and negates all other warranties, including without limitation, implied warranties or conditions of merchantability, fitness for a particular purpose, or non-infringement of intellectual property or other violation of rights. Further, GoodGuysElectronics.com does not warrant or make any representations concerning the accuracy, likely results, or reliability of the use of the materials on its Internet web site or otherwise relating to such materials or on any sites linked to this site.

4. Limitations
In no event shall GoodGuysElectronics.com or its suppliers be liable for any damages (including, without limitation, damages for loss of data or profit, or due to business interruption) arising out of the use or inability to use the materials or the performance of the products on GoodGuysElectronics.com's Internet site, even if GoodGuysElectronics.com or a GoodGuysElectronics.com authorized representative has been notified orally or in writing of the possibility of such damage. Because some jurisdictions do not allow limitations on implied warranties, or limitations of liability for consequential or incidental damages, these limitations may not apply to you.

5. Revisions and Errata
The materials appearing on GoodGuysElectronics.com's web site and marketing emails could include technical, typographical, photographic or pricing errors. GoodGuysElectronics.com does not warrant that any of the materials on its web site or marketing emails are accurate, complete, or current. GoodGuysElectronics.com may make changes to the materials contained on its web site and/or marketing emails at any time without notice. GoodGuysElectronics.com does not, however, make any commitment to update the materials.

6. Links
GoodGuysElectronics.com has not reviewed all of the sites linked to its Internet web site and is not responsible for the contents of any such linked site. The inclusion of any link does not imply endorsement by GoodGuysElectronics.com of the site. Use of any such linked web site is at the user's own risk.

7. Site Terms of Use Modifications
GoodGuysElectronics.com may revise these terms of use for its web site at any time without notice. By using this web site you are agreeing to be bound by the then current version of these Terms and Conditions of Use.

8. Governing Law
Your use of this site shall be governed in all respects by the laws of the state of California, U.S.A., without regard to choice of law provisions, and not by the 1980 U.N. Convention on contracts for the international sale of goods. You agree that jurisdiction over and venue in any legal proceeding directly or indirectly arising out of or relating to this site (including but not limited to the purchase of GoodGuysElectronics.com products) shall be in the state or federal courts located in Los Angeles County, California. Any cause of action or claim you may have with respect to the site (including but not limited to the purchase of GoodGuysElectronics.com products) must be commenced within thirty (30) days after the claim or cause of action arises. GoodGuysElectronics.com’s failure to insist upon or enforce strict performance of any provision of these terms and conditions shall not be construed as a waiver of any provision or right. Neither the course of conduct between the parties nor trade practice shall act to modify any of these terms and conditions. GoodGuysElectronics.com may assign its rights and duties under this Agreement to any party at any time without notice to you.

9. Use of Site
Harassment in any manner or form on the site, including via e-mail, chat, or by use of obscene or abusive language, is strictly forbidden. Impersonation of others, including a GoodGuysElectronics.com or other licensed employee, host, or representative, as well as other members or visitors on the site is prohibited. You may not upload to, distribute, or otherwise publish through the site any content which is libelous, defamatory, obscene, threatening, invasive of privacy or publicity rights, abusive, illegal, or otherwise objectionable which may constitute or encourage a criminal offense, violate the rights of any party or which may otherwise give rise to liability or violate any law. You may not upload commercial content on the site or use the site to solicit others to join or become members of any other commercial online service or other organization.

10. Indemnification
You agree to indemnify, defend, and hold harmless GoodGuysElectronics.com, its officers, directors, employees, agents, licensors and suppliers (collectively the "Service Providers") from and against all losses, expenses, damages and costs, including reasonable attorneys' fees, resulting from any violation of these terms and conditions or any activity related to your account or items purchased on GoodGuysElectronics.com (including negligent or wrongful conduct) by you or any other person accessing the site using your Internet account.

Returns & Replacements
7 days return for full refund minus actual shipping fee (if the item is listed with free shipping, we will deduct the actual shipping fee that we paid to ship the item. item must be return in the same condition that was receipt).
14 days return for replacement for any defective, not as described, dead on arrival items.
As a part of our customer service, we give you a reasonable time to inspect the item that you have received. If you are not happy with the item you will have 7 days to return the item and receive full refund mines actual shipping fee. If the item you have received is dead on arrival, not as described or damaged you will have a reasonable time to inspect the item and report the issue within 14 days upon delivery of the item and return it for FREE replacement.


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Warranty
Warranty on the items are offered by manufacturer unless advertised otherwise. Factory warranty is subject to manufacturer warranty terms and condition. There is no additional warranty is expressly offered or implied unless is advertised otherwise.
Payment, Pricing & Promotions
Payment methods we accept:
GoodGuysElectronics.com accepts American Express, Discover, MasterCard, Visa, and PayPal. We also offer finance options using PayPal. You can use debit and check cards issued by the companies above as well as their standard credit cards. For instance, if you are paying with a Visa Check Card, please select Visa from the drop-down menu during checkout when indicating the card type.
We also accept corporate purchasing cards as payment. These cards are typically used by corporations and institutions to better track purchases.
We do not currently accept international wire transfers, money orders, personal checks, cashier's checks or any other payment method not listed above. We do not ship COD. We are unable to apply manufacturers' coupons.

When will I be charged for my order?
We bill you for your products at the point of sale.
Please be sure to provide the exact billing address and telephone number your credit card company has on file for you. Incorrect information may cause a delay in processing your order.

Troubleshooting failed authorizations and payment declines
To protect your security and privacy, your bank cannot provide GoodGuysElectronics with information on why your payment was declined. Our Customer Service can help you verify if you entered your payment information correctly on your order. If there are no errors and the problem persists, you will need to contact your bank directly.
Contact your bank to resolve other payment issues even if:

You have successfully used the same payment method on a previous order.
Part of your order has already been charged and shipped successfully.
You have funds available in your bank or credit account to cover the order cost.
You may take the following steps to resolve payment issues:

Contact your bank about payment security policies. Your bank may flag any unexpected activity on your account. This includes first-time orders and high-value purchases, regardless of the amount of funds available (or credit limit). Your bank may require your verbal authorization to proceed with a transaction.
Contact your bank about daily withdrawal or purchase limits. Most banks have limits on how much money can be charged or accessed in a single day. If you exceed this daily amount, your bank may block your account from any further activity regardless of available funds in the account. Your bank may require you to request a higher purchase limit to complete the transaction.
Contact your bank about payment authorizations and reserved funds. When you place an order with us, we contact your card's issuing bank to confirm that your credit card has a valid number and has not been reported as lost or stolen. This is communicated via a full authorization for the amount of the purchase.
If you make changes to your order, cancel items, or a multiple-item order ships in more than one shipment, your card may be authorized for each change and funds may be reserved against your account for each authorization.
Some banks have been known to hold these authorizations for 7-10 business days. If your payment is declining due to lack of available funds, contact your bank to confirm if the reserved funds are authorizations, verify for how long they hold authorizations, and request that they remove any extra authorization to free up funds in your account.

Verify the payment information entered on your order. Did your billing address change recently or did you get a new card with a new expiration date? If you used a payment method on your account already, you may simply need to update some of the information. If you entered a new payment method, make sure you entered the number and other information correctly.
Submit an alternate payment method for your order. If you are unable to resolve the payment issue with your bank in a timely manner, you are always welcome to change the payment method on your order to another card.

Do I have to pay sales tax?
Orders Subject to Sales Tax:
Items sold by GoodGuysElectronics.com and shipped to destinations in the state of California are subject to tax.
The statewide sales tax rate is currently 8.25%. However, some locations have additional "district" taxes, so the rate may be higher.

Coupons and promotions
If you would like to get our promotions and coupons via email, you may subscribe to our email newsletter. On the bottom left-hand side of our homepage, you will see an orange box that reads "Weekly newsletter". Enter your email address and hit "Sign up".
How do I apply a coupon code?
Go to your shopping cart and you will see a field to enter a Coupon/Promo Code. Type it in and hit "Apply". It's that simple!

Viewing Orders
To view the status of your orders, login to your account and select My Account at the top left of the webpage. Once you are on your account dashboard select My Orders from the menu on the left.