FAQs - Frequently Asked Questions

Ordering Online

Shipping

Returns & Exchanges

Ordering Online

Is your web site secure?

Shopping with your credit card on http://www.newopenbox.com/ is guaranteed to be safe and secure.

We take extensive steps to process thousands of Internet transactions securely and safely. Our secure server software (SSL) is industry leading with Extended Verification (EV) for securing credit card transactions over the Internet.

This software encrypts all your personal information into an unrecognizable code that is securely transmitted from you to us. When this encrypted information reaches our secure server, we translate it back to its original form and store it safely offline and inaccessible through the Internet.

To continue our commitment to your security, every credit card processed is run through an address verification process to verify that the card is registered to the billing address on the order.

We are dedicated to providing you with a secure, worry-free shopping experience.

[top]

Can I order over the phone?

Absolutely! We understand it's sometimes easier to talk to a "real person" when placing an order. Call us anytime Monday thru Friday between 10:00am and 6:00pm Pacific time. Our number is: 866-253-1099

[top]

Payment Options

We accept Visa, Mastercard, American Express, PayPal and Google Checkout as forms of payment.

Re-authorizations after the initial order

We also obtain authorizations for the outstanding balance of your order if a) your order partially ships or b) the existing authorization is about to expire. Should the re-authorization not be successful, we will contact you for new payment information. If we are not able to obtain a valid authorization, we reserve the right to either cancel your order or charge your card for the outstanding balance of your order. If, after we charge your card as a result of not being able to re-authorize, you wish to cancel your order, please contact us and we will refund your card provided that your order has not yet shipped.

[top]

Online Order Status (Tracking info and more)

When you place an order with us, you will receive a link that will allow you to track that order. Once your order ships you will receive another email with tracking information.

[top]

Confirmation of orders

After placing an order you will get a confirmation email within 10 minutes. If you place an order with us and don't get a confirmation email check your "junk" mail folder - it will probably be in there; otherwise, send us an email and we'll get you set up.

[top]

Tax

You will only be charged tax if you are a resident of California. We are required by law to charge sales tax on orders shipped to California addresses, which is calculated and itemized during the online ordering process. No sales tax will be applied to orders shipped to addresses in other states.

[top]

Shipping

Shipping Charges

We strive to get every order processed and shipped with both speed and accuracy. Because we process our orders quickly, we are unable to cancel an order or accept any special request to the delivery after Shipment tracking has been processed on your order. We have distribution warehouses nationwide and orders with multiple items may be shipped from different locations.

All orders are subject to product availability. Therefore, New Open Box cannot guarantee that it will be able to fulfill customer's orders. If for any reason, the item is unavailable (either temporarily or because it has been discontinued), we will notify you of the delay immediately, as well as potential substitutions.

[top]

Where we ship
New Open Box Ships Only Within The United States

Your product ships via UPS or in some cases USPS, FedEx or Freight. You will receive a confirmation email with tracking number to your registered email address directly from the shipping carrier once your item has been shipped. You may also contact us at or by phone for any assistance.

International Shipping:

NOT AVAILABLE AT THIS TIME.

Shipping to APO and/or FPO Addresses:

NOT available unless pre-approved by us. You MUST contact us for pre-approval PRIOR to bidding or buying the item. Additional surcharge will apply. If the item is purchased for shipping to this type of an address without our pre-approval, the order will be canceled immediately.

Shipping to Hawaii, Alaska, Puerto Rico and Other US Territories:

NOT available unless pre-approved by us. You MUST contact us for pre-approval PRIOR to bidding or buying the item. Additional surcharge will apply. If the item is purchased for shipping to this type of an address without our pre-approval, the order will be canceled immediately.

Shipping to Canada:

NOT available unless pre-approved by us. You MUST contact us for pre-approval PRIOR to bidding or buying the item. Additional surcharge will apply. If the item is purchased for shipping to this type of an address without our pre-approval, the order will be canceled immediately.

[top]

Delivery times

We are not responsible for shipping delays that are a result of credit card/billing problems, product availability delays, or order changes made after the order has been placed. If your order is received, the inventory is in-stock and your credit card information matches the information you supplied with your order your items will typically ship within 24-48 business hours.

We currently use several different methods of shipping with these companies:

  • UPS
  • USPS
  • FedEx
  • Freight (Companies such as AJL Global, Pilot Freight Services and DB Schenker)
  • Ground Shipping - Delivery within the Continental US will take approximately 4-6 business days once it has shipped.
  • 3-Day - Delivery will take 3 business days once it has shipped.
  • 2-Day - Delivery will take 2 business days once it has shipped.
  • Overnight - Delivery will take 1 business day once it has shipped.

IMPORTANT EXCEPTIONS: UPS/USPS/FedEx/Freight DO NOT pick up or deliver orders on Saturday, Sunday, or major holidays. The days that UPS/USPS/FedEx/Freight are not picking up or delivering are NOT considered shipping days. When counting up your shipping days, consider this important information.

NOTE: We are not responsible for the courier's performance. Once a package leaves our facility, it is out of our hands. If you need to file a claim for a package that was lost or damaged during shipping, please contact our customer service department for assistance in filing your claim on your behalf. UPS/FedEx/FedEx/Freight do not guarantee all air shipments during the Christmas holiday. Please see their website for all details.

[top]

Method of delivery

The majority of items are shipped via UPS, FedEx and USPS, but for larger items we might use specialized freight carriers.

[top]

Can I ship my order to a different state or address from my billing address?

Sure, you certainly may ship to any address you wish. Please note if you ship to an alternative address, we may require additional identity verification. You may be contacted by our verification team - emails will be sent from New Open Box. Please note that we also reserve the right to cancel any order that may seem fraudulent or suspicious to our security team. To expedite the processing of your order, please be available at the phone number or email address that you provide so that we are able to contact you if need be. Please note that if our verification team is unable to contact you, this could cause delays in the processing of your order or lead to cancellation of your order.

[top]

Returns & Exchanges

Returning Merchandise

All returned packages must be returned back with all items and accessories as originally sent out. We will be thoroughly inspecting the returned item and a determination will be made if eligibility requirements are met for credit, exchange or repair. Please be sure to follow these guidelines to avoid any delay or denial of processing your return. Return processing may take up to 5 business days from the time your return is received back in our possession.

Contact us by e-mail at or by calling us toll-free at 866-253-1099 to request a Return Merchandise Authorization (RMA) number. All returns must have a RMA number. Any package(s) returned without a RMA number will be refused and no credit will be issued. The RMA number must be clearly written on the outside of the shipping box so that your item can be easily identified by our returns warehouse.

Please Note The Following:

Returns must be received within 10 business days of the date the RMA number is issued.

Defective or Significantly not as Described:

- If you would like to return the item because it is defective or significantly not as described, you must Contact us by e-mail at or by calling us toll-free at 866-253-1099 to request a Return Merchandise Authorization (RMA) number within 7 days of having the item in your possession. Once the item has been returned, there is a 24-48 hour inspection period where the item will be inspected to ensure its Non-Functionality, or other reason for return. If the item is working properly you may choose to have the item returned to you at your own expense otherwise it will be considered an "Unsatisfied Return". If the item is not functioning, you will receive an exchange (if requested and available), or a full refund within 5 business days. The customer will have a total of 30 days to make a return after item is received in their possession. If the 30 days have passed, we will be unable to accept the return.

Unsatisfied or Non-Defective Returns:

- Returns of “UNSATISFIED” or “NON-DEFECTIVE” items to New Open Box are subject to manufacturer restrictions and other restrictions. NON-DEFECTIVE RETURNS MAY BE SUBJECT TO A 15% RE-STOCKING FEE. You will have a total of 30 days from the date item was received in your possession to return your “NON-DEFECTIVE ITEM(S)” for a refund. A refund will be issued within 5 business days after the merchandise has been received in our possession and inspected at our warehouse. Initial and return shipping charges, even those shipped under New Open Box's free shipping offer, are not refundable.

Order Cancellations

- We will make every effort to stop an order when we receive a request for cancellation, however we are unable to cancel an order after it has already been shipped. Any changes that need to be made to an order will need to be made within 1 hour of placing your order. Otherwise the item(s) will be shipped and there will be fees involved to make any changes.

Refunds

- If the return item is “Non-Defective or Unsatisfied”, we will issue a refund for the product, minus the re-stocking fee and/or shipping charges. If the return item is “Defective or DOA”, we will issue a refund for the product with no restocking fee, however the item will be inspected to insure non-functionality before refunded. Once your return has been inspected, please allow up to 10 days for the credit to be applied.

Exchanges

- Due to all our items being unique by functionality and condition, we are unable to guarantee an even exchange, although we may have one available and if so we will gladly make the exchange for defective items. If there is a different item that you would like to exchange for, we kindly ask that you accept a refund or we can issue you a customer credit for your returned item and use this credit to purchase another item of your choice.

Damaged Or Defective

- If your product(s) is damaged upon receipt, we kindly ask that you please contact us within 5 business days. Damaged upon receipt items will go through a claim process by the shipping carrier, once item has been picked up and carrier confirms that the item is damaged, you may then receive a full refund or exchange per your request. If an item is believed to be defective, you may return the item for refund/exchange or you can refer to the warranty section.

Manufacture Warranty / Extended Warranty

- (“Manufacturer Warranty”) New Open Box will not be held responsible for defective products that are outside of the return policy, we must be notified of any defective item within 5 Business days of customer receiving the item. Due to the nature of the items we sell, we can not guarantee that product is still under manufacturer warranty. For full manufacturer warranty information regarding your product(s), please contact the manufacturer directly for the most accurate information and best assistance. Each claim is handled by the manufacturer directly. Due to circumstances beyond our control, New Open Box will not be held responsible for defective products.

- (“Extended Warranty”) Due to the nature of the business we are in and the Open Box items we sell, we CAN NOT Guarantee that product is still under manufacturer warranty, for this reason we offer an outstanding Extended Warranty Service. Having an extended warranty plan offers complete piece of mind for years to come. After every purchase you will receive a direct email from Consumer Priority Service with different plans that are available for your item.

We highly recommend Consumer Priority Service (www.CPSCentral.com) due to their great services they have been providing to our customers for over 10 years, and a piece of mind to keep you worry free and secured for up to 5 years. With an extended warranty plan, these will be just a few of your benefits:

  • 100% Parts and Labor
  • No Deductibles
  • No Lemon Guarantee
  • Toll-Free Support
  • Fully Transferable
  • Nationwide Coverage
  • Rapid Claim System
Questions / Concerns / Feedback

- If you have questions or concerns regarding your order or any of the products… Please contact us with any questions or concerns through , as this is the fastest and most secure way to reach us, or by calling us at (866) 253-1099 Mon-Fri 10:00am - 6:00pm (PST). Please note that it may take up to 48 hours for a representative to respond to your e-mail.

Consumer Priority Service

Extend your manufacturer Warranty for up to 5 years

Newsletter Signup

Why choose us?

  • Award Winning Service
  • Authorized Retailer
  • Low Price Guarantee
  • Quick Shipping
Going Green

Going Green

We at New Open Box have taken steps to ensure a cleaner and healthier planet.