GenesysDTP.com - Frequently Asked Questions

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Q: How can I find out the shipping cost or shipping methods available for the products I want to order? A: Domestic (United States, Canada, Guam, Puerto Rico, US Virgin Islands): When you add a product to your shopping cart, the shopping cart page will appear, where you can select your country and enter your zip/postal code. Click on the Go button, and then the shopping cart will update to show your shipping choices, along with corresponding shipping costs. As you add additional items to the shopping cart, the shipping charges will be updated automatically. US Saver shipping method is a flat-rate, regional zone- based, low-cost shipping option for item(s) weighing 10 lbs. or less. International: When you visit GenesysDTP.com, your country flag should automatically be identified in the top, right-hand corner. If it isn’t, click on the flag, and select your country from the list. During checkout, click on the Proceed to Checkout button. When you enter your address, the available shipping options and costs will appear. Q: I'm buying jewel cases or dvd boxes (or other heavy items) - why is the shipping cost so expensive? A: Jewel cases and dvd boxes (and many other items, especially packaging) are very heavy and fragile, and generally require additional packaging and/or double-boxing. Depending on your location, the actual shipping cost charged can be very expensive, as the price is based on weight and travel distance. In addition, some heavy items ship in boxes that are oversized for UPS or USPS shipping purposes, and therefore the shipping cost is based on dimensional weight, not actual weight, resulting in an even higher shipping costs calculation. Q: What shipping carriers do you use? A: We ship via UPS and US Postal Service (and occasionally via Fedex). UPS domestic shipping options are UPS Next-Day Air Saver, UPS 2-Day Air, UPS 3-Day Select and UPS Ground. UPS international shipping options are UPS Standard Ground to Canada/Mexico, UPS Express, UPS Expedited, UPS Saver and UPS Worldwide Economy. USPS domestic shipping options are USPS Express Mail and USPS Priority Mail. Some options will not be available to all locations. Q: I'm located in a country other than the USA. Do you ship to my country? A: International shipping is available to Canada (and Guam, Puerto Rico and US Virgin Islands) as a domestic location, meaning that shipments to these locations will follow the regular checkout procedure. For all other countries, when you visit GenesysDTP.com, your country flag should automatically be identified in the top, right-hand corner. If it isn’t, click on the flag, and select your country from the list. During checkout, when you enter your address, the available shipping options and costs will appear. Alternatively, please visit our ebay store. Most countries are eligible for low-cost shipping with the eBay International Shipping Program, which includes no surprise, paid upfront import fees, if applicable. Q: What is your return policy? A: All recordable media that we sell is guaranteed. If you have a problem (compatibility issue or defect) with your purchase of recordable media discs, you may return them to us (call or e-mail for RA number) for a store credit (less shipping charges) of the amount of re-sellable discs returned. Discs that are not in re-sellable condition (used, scratched, fingerprints, etc.) will not be credited, and may not be returned. These returns must be received back by us within 30 days of receiving your order. If you need to make an exchange/refund of an unwanted/incorrectly ordered item or non-media item, you may return any item (excluding software) to us (call or e-mail for RA number) for a store credit (less shipping charges) of the amount of re-sellable items returned. Items that are not in re-sellable condition (used, scratched, etc.) will not be credited, and may not be returned. These returns must be received back by us within 14 days of receiving your order. These returns are subject to a 20% restocking fee. Exchanges/refunds are not allowed after 14 days. Hardware items (recorders, printers, publishers) are covered by their factory direct warranty. We will provide basic support for questions about these items. Further support will be directed to the manufacturer. WE CANNOT ACCEPT RETURNS OF THESE ITEMS, FOR ANY REASON. Items designated as clearance items have been reduced in price for immediate sale, and may not be returned. GenesysDTP.com is not responsible for any loss of revenue, profit or other financial damages of any kind whatsoever, whether direct or indirect, suffered by the customer for any reason, due to the failure of any of the products that we sell. UPS is recommended for shipping jewel cases and dvd boxes. Shipping jewel cases and dvd boxes via USPS is not recommended, and will be sent at your own risk of damage (ie. no claims for breakage). Q: Do you accept net terms purchase orders? A: No. Payment for orders must be made at time of purchase. In order to keep our costs low and paperwork to a minimum, we have changed to not allow any net terms accounts. Sorry for this inconvenience. There are several delayed billing options already available. The easiest and fastest method to use is PayPal CREDIT (available by selecting PayPal during checkout). Paypal CREDIT lets users pay without using a credit card. At checkout, simply provide your birthday and the last four digits of your social security number, accept the terms and your purchase is complete. It's that easy! There are no codes to find or account numbers to remember. Q: How do I redeem my Reward Points? A: Simply sign-in to your account using the e-mail address that is tied to the earned Reward Points, here. Add item(s) to your cart like normal, then click the Proceed to Checkout button. Complete the checkout form, and click on -> Reward Points in the payment methods section. Below this, Available Points will show. Enter the Reward Points you wish to apply, and click the Apply button. If there is still a balance due, select a second payment method, to complete payment. *Please note that earned Reward Points expire after 180 days. Q: I'm interested in bulk sales, or larger quantities than what you have listed. Can I get a price list? A: As prices are constantly changing, for bulk sales, simply send an e-mail, call or complete the Get a Custom Quote Form here, and we can provide a current price quote for the quantity that you need. Please be sure to indicate the specific item(s) and quantities in which you are interested. Q: I don't like sending my credit card details over the internet via your secure server. Can I phone in my order? A: Yes, for USA orders only. Call 860-350-2827 during regular business hours (EST) to place your order. For an even quicker phone order experience, simply place your order online as usual, completing the order, and select Check/Money Order as your payment method, and complete checkout. Make a note in the Order Comments section, that you intend to phone in for payment. In this manner, your total for the items that you wish to order will already be calculated, and an order number will be generated and automatically e-mailed. Q: Where can I get a coupon or discount? Do you have a mailing list? A: The best way is to subscribe to our mailing list (submission form link on bottom of all pages). Each issue will have a different offer/discount that you can use when placing your next order. Additionally, check our E-PIT page, for sales, closeouts and current coupon codes. Q: A product that I'm interested is listed as out of stock. Can you tell me when it will be available again? A: When an ETA is known for out of stock items, it will be listed below the product title. If you wish to be informed via e-mail, as soon as the product is available, go here. Q: Do you have a paper catalogue? A: No. Because prices and products change frequently, and due to the costs involved, the best place to get current pricing/information is via our web site. Q: Do I have to pay sales tax? A: If your order is shipping to Connecticut, sales tax will be automatically calculated during the ordering process. Sales tax in Connecticut is calculated at 6.35% (Litchfield County), which is our location (and your point of purchase for sales tax calculation). All other shipping locations will not incur sales tax. If you are located in Connecticut, and you have a valid resale certificate (and the product is intended to be used for resale), then you'll need to call to have the sales tax removed from your order. You'll need to provide a completed CT Sales Tax Exempt form. Q: The shopping cart doesn't seem to work. After I add an item to the cart, and try to check out, it says that the cart is empty. What is wrong? A: The shopping cart requires cookies to be enabled in your browser. Most likely, your browser's settings need to be adjusted, in order for the cart to work properly. Click here for browser-specific instructions on how to enable cookies. If you believe your cookie settings are correct, please try a different browser to place your order. Or, please call to place your order. Q: I'm located outside the USA. What fees (customs, duty, brokerage fees, etc.) will I have to pay? A: For items shipped to Canada, you will be responsible for any and all customs fees, duty fees and taxes, where applicable. These fees will be payable when you receive your package. We have no control over deciding what these fees will be (nor do we receive any of these fees). You should contact the appropriate government facility in your country, to determine what fees, if any, will be due. For items shipped to other countries, during checkout, you will be provided a Guaranteed Total Landed Cost. This means that you will pay all fees upfront (no additional VAT, duties, taxes or brokerage fees will be charged upon delivery).