Return and Exchange Policies

Claims Steps in returning and exchanging products

Note: We solely rely on the part number for item identification. Please check item description with manufacturer before placing your order. We reserve the right to refuse a return of an item if it is returned because it doesn't match the description. We do not guarantee accuracy of item descriptions on our site. Returns must be 100% complete, brand new factory sealed merchandise and in original condition, with all the packaging, manuals, registration card(s), software, cabling and accessories. For refurbished merchandise, items must still be returned complete the way you originally received the package. Items returned in used or altered condition will not be accepted. We reserve the right to refuse a return on any product that does not meet these requirements. Software cannot be returned, no exceptions. Exchanges are accepted up to a maximum of 7 days after receiving the merchandise. Some special ordered items are not returnable. There may be a 25% restocking charge on returns to cover processing, insurance and bank charges. Missing or abused items are subject to 50% restocking fee or cost to replace, whichever is higher. Items refused without an RMA number will be subject to a 25% restocking fee. IMPORTANT: Once RMA is given, we have to receive the merchandise maximum of ten (10) business days, no exceptions. Don’t write anything on the box, just put a label indicating the RMA Number that is clearly visible. Please pack merchandise properly; there must be a minimum of two inches of popcorn or bubble wrap shipping materials surrounding the item (s) being sent back. Original packaging is needed. DO NOT use paper, newspaper or shopping bags as packing materials! We are not responsible for losses or damages incurred due to shipping/improper packaging. Physical damage is NOT covered under ANY circumstances and automatically VOIDS your warranty on your product. We also recommend that you insure your return shipment in case it is lost or damaged. Be sure to use a shipping carrier that can provide you with proof of delivery for your protection. If an item is being returned directly to our supplier, make sure you get the tracking no. and email us the information for faster processing of your request. Replacement is normally issued within 3-5 business days upon receiving, unless items are not in stock. Please note that you are responsible for shipping the defective product back to us and we are responsible for shipping the replacement back to you. If all components being sent back are considered to be non-defective by our technical department you will also be responsible for the return shipping charge and we will impose a $95 minimum fee. The serial nos. you are returning should match our records.

CLAIMS Penguins Express personnel takes the utmost care in packaging your products for shipment. All merchandise leaves our warehouse in good condition. Occasionally, a package may become damaged due to mishandling by a carrier. Buyer should therefore inspect all packages for damages before signing delivery receipt. Claims should be filed immediately with Penguins Express.

STEPS IN RETURNING & EXCHANGING PRODUCTS   Email or call our customer service at 1-800-400-5886 for an RMA number. If you placed your order online, you can also use our RMA request feature which you can find under My Account tab once you logged in. Make sure to include a copy of your original invoice. Write the RMA # that is given to you on the shipping label only. Do not write on or mark the manufacturer's packaging. Return the item via Ground and insured with your desired shipping carrier to: Penguins Express 467 North Oak Street, Inglewood, CA 90302 Attn: RMA #__________________________ Penguins Express will verify serial numbers and claimed defects prior to shipment of replacement unit.