Shipping and Returns

Ordering from PowerSupportUSA.com

1. From the Web site description page: when you see you want an item that you want to purchase, scroll down to the product listing at the bottom of the page. There you will find the different sizes and options listed. Determine the appropriate option and click on the "Buy" button. This item will then be added to your Shopping Cart.

2. Once you click on the "Buy" button, you will be taken to the shopping cart screen. If you wish to continue browsing, simply choose the "Continue Shopping" button at the bottom of the page and it will return you to the site, where you can continue shopping.

3. If you do not wish to be taken to the Shopping Cart page every time you place an item in your Shopping Cart, simply uncheck the "Show me my shopping cart every time I order something screen". Choose the "Continue Shopping" button at the bottom of the screen and you will return to the main site.

4. When you are ready to check out, return to the Shopping Cart page by clicking on the final product option to be added to your cart or click on the"Checkout" link, located at the top of every site page.

5. Check all items in your Shopping Cart to ensure that all items are listed in the correct amounts. If you wish to cancel your order, click on the "Empty Cart" button and your order will be cleared. If you wish to change quantities in your order, change the quantities in the corresponding box and then hit "Recalculate Order".

6. Enter your postal code in the "Ship to Zip/Postal Code". Select the country to which the order is being shipped. Select the appropriate Tax option from the "Select Tax" drop-down box. Hit the "Recalculate" button to acquire your shipping options.

7. Select shipping option. Please include any special order instructions in the box provided. Then, hit the "Recalculate" button to arrive at your total.

8. Once your order form is complete and accurate, click on the "Checkout" button.

9. On the Finalize Order screen, fill out your name Credit Card information, billing address and choose a payment method. We accept Visa and MasterCard on the site. Checks, Money Orders, and Cashiers Checks are accepted using our Product Order Form.

10. Once you have reviewed your order, click on the "Submit This Order" button to submit your request to Power Support.

Sales Tax
Power Support (USA), Inc. collects sales tax on orders being shipped to any address in the state of California. Sales tax is calculated to be the same as the local California sales tax and is based only on product orders (shipping is not taxed). There is no tax collected on orders shipping to any other U.S. state or the rest of the world.


Order Confirmation
You will receive an automated confirmation of your order via e-mail within 24 hours of placing your order. If you do not receive an order confirmation from us within two business days, please contact us at Sales@PowerSupportUSA.com. We will investigate the problem and make every effort to get back to you, regarding your order status, within one business day.


Ordering via Phone, Fax or Mail
You can also order via phone, fax, or mail. Phone/Fax: (818) 558-1645

If you would like to use your Credit Card to order over the phone, please contact us between 9 a.m. and 5 p.m. PST at (818) 558-1645.

If you would like to use your Credit card and order by fax, please print out the Product Order Form and follow the directions on the form for ordering and payment.

If you want to mail us your order and pay by either by Credit Card, Check, Money Order, or Cashier's Check, please print out the Product Order Form and follow the directions on the form for ordering and payment.

We will email you an order confirmation once your order has been received and processed. Please note that all orders placed by Check will be held for shipment until the check has cleared. Once the Check is verified, the order will be shipped the next business day.

Please note that ordering by mail substantially slows delivery. Items in stock at the time that you place your order may be out of stock by the time that your order arrives and is processed. If you are in the United States, paying by Check typically delays your order by about two weeks.


International Orders
Power Support (USA), Inc. ships within the United State as well as to Australia, Austria, Belgium, Canada, Denmark, France, Germany, Guam, Hong Kong, Ireland, Republic of Korea, Netherlands, New Zealand, Norway, Puerto Rico, Spain, Sweden, Switzerland, United Kingdom, the British and U.S. Virgin Islands. Please be aware that international orders may be subject to import duties and taxes, which are levied once the package reaches your country. You are responsible for paying all related import duties, taxes, and custom clearances. Please contact your local customs office for further information. All international orders must be paid using a credit card. Checks and money orders are not accepted.

Shipping Options
Power Support (USA), Inc. uses United Parcel Service (UPS) as its main carrier in the United States. International customers may choose from UPS or United States Postal Service (USPS) options. Shipping costs are based on weight. All orders require someone to sign for them; please do not ask us to leave your package without signature.

Shipping and handling charges are subject to change without notice. Oversized items and some destinations may be subject to additional charges.


Shipping Times
Orders are processed upon receipt. Actual shipping time is conditional upon availability of merchandise and credit verification. We strive to ship every order within two business days of order acceptance. No orders are processed or shipped on Saturdays, Sundays, or holidays.

In the event of delays, we will make every effort to contact you by phone, e-mail or mail. We will provide notice if the delay is due to a backorder or if an item is temporarily out of stock.

The number of days that your order takes to reach you depends upon the shipping method that you chose and your location. Please add two days for order processing to the delivery method of your choice. For instance, if you choose UPS 2-Day Air, your order will take four business days to reach you. Business days do not include Saturday, Sunday, or holidays. Ground shipping takes between three and ten days, depending on where you live. Shipments to the West Coast will take the shortest time and shipments to the East Coast will take longer.


Tracking Packages
You will receive an email shipping notice for packages sent via UPS. This notice includes a tracking number for your order, which you can use to track the shipment via the UPS Web site.


Cancel or Change and Order
If you wish to cancel or change your order, please notify us immediately by sending an email to Sales@PowerSupportUSA.com or calling us at (818) 558-1645. As we strive to ship orders within two business days of the order's acceptance, there is a possibility that the package could have already left our warehouse by the time that we receive your request. By contacting us immediately, we will be better able to ensure that changes or cancellations occur before the order is shipped.

Promotions and Discounts
From time to time, PowerSupportUSA.com will offer special promotions or discounts. If you receive an offer for one of our promotions or discounts, simply include the promotion code in the labeled box on the Checkout page and the discount will automatically be applied to your order.


Out of Stock or Backordered Items
Power Support (USA), Inc.'s products are developed and manufactured by our parent company, in Japan. We do our best to ensure that we have a full inventory of all items on our Web site. Because of the popularity of many of our products, however, we do have occasion to sell out of some items.

In the rare case that you order a product that is backordered or out of stock, we will notify you of the item's status. At that time, you will be given the option to remain on backorder, substitute another time, or cancel your order. If you choose to remain on the backorder list, your order will be prioritized and will be shipped as soon as the item is back in stock. Please be assured that we do our best to obtain these out-of-stock and backordered items for you as quickly as possible. However, as our shipments come from Japan, there may be some unexpected delays.

We will ship partial orders first and fill the backordered or out-of-stock items as soon as they arrive, unless you advise us to cancel the order. All additional shipments after the initial partial shipment will be shipped via ground, unless otherwise requested. The actual shipping charges for the second shipment will be applied.

If we are sold out of an item or are expecting shipment of an item but do not yet have it in our warehouse, this item will be listed on our Web site, with a full product description, and will display "Coming Soon".

If an item is discontinued or if we no longer carry an item in the U.S., it will be deleted from our Web site.

U.S. Warranty
Power Support (USA), Inc. is a division of Power Support, Ltd., in Japan. All of our products are developed, designed, and manufactured by the parent company. Because we control product development and manufacturing, we are able to assure a highest level of quality and reliability.

We warrant that our products will be free from material and workmanship defects.

Return / Exchange Policy and Procedure
Return address: Power Support USA
3202 West Magnolia Blvd.
Burbank, CA 91505
USA

Power Support guarantees that all of our products are of the highest quality and will be shipped in their best condition. However, if you are not satisfied with your purchase, we offer a 30-day exchange/refund policy to web and mail order customers only. Customized items are not returnable.

You may return the item to Power Support for an exchange or refund (minus shipping and handling charges) within 30 days. All returns and exchanges are subject to a return authorization from Power Support. See below for details on acquiring a return authorization.

All returns must be accompanied by the receipt and products must be in their original packaging. Returns are subject to a restocking fee, depending upon the condition of the goods and packaging materials upon their return. If the item is returned in "like new" condition, there is usually no restocking fee applied.

You may ship returns/exchanges to Power Support, via your preferred carrier, at your own expense. Shipping charges will be refunded if the return is due to an error on the part of Power Support or due to a defect in the product. Power Support cannot be responsible for returns that are lost in shipping. We recommend that you insure items when shipping. After a return has been received, it will take 1-2 weeks to process. Credit Card purchases will be refunded to your Credit Card. If you paid by Check, a refund Check will be mailed to you. If you request an exchange, we will only send you the exchange when we receive the returned products. Actual shipping charges will apply for this exchange.

To return a product, please call Customer Service at 818-558-1645 for an RA number (Return Authorization). All Returns must have an RA number before they will be considered for return. No products will be accepted for exchange or return without authorization.

All exchanged/returned merchandise must be in original factory condition and should include all inserts. Do not tape or write anything on the item or the package. A restocking fee will be charged to cover replacement of damaged, altered, missing, written-on or taped-on products or cartons. We reserve the right to refuse any such returns. Package the item securely. Please write your RA number on the outside of the shipping box and on the receipt that you include in the package. Please note that all returns are subject to inspection before final return approval. An RA number does not guarantee final acceptance of the return.

Ship your parcel back to us shipping prepaid! We recommend that you use UPS Ground Service and insure the package. We will not be responsible for packages lost in shipment. We cannot accept COD or freight-collect shipments.

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