Our own non-brand-name PRO-GRADE or PREMIUM products -- are backed by
a 30-day Money Back Guarantee. This is our best guarantee and applies to any bulk generic product that we describe as "pro-grade" or "premium" quality. To return items within 30-days of receiving them,
you complete our simple store RMA form and return the
unused products with all packaging and a copy of your invoice, in
re-sellable condition and you will receive a credit to your credit card
or cash refund. (Customer pays all shipping and a 15% restocking fee
will be deducted.)
Economy or Budget 30-Day Generic Product Exchange Policy -- even our most economical, budget-saving generic products are backed by a generous product exchange warranty for 30-days. Such products would include our Economy and Budget CD-R or DVD-R, or DVD+R media, Economy Jewel Cases, Economy Labels, Economy Sleeves, and similarly described bulk, non-famous-name products, which are not called "Premium" or "Pro-Grade" (see above). If for some reason these products fail to meet our advertising claims or are otherwise unsatisfactory to you, you can return them and receive credit toward other similar products in our store. To return items within 30-days of receiving them, you complete the simple store RMA form and return the
unused products with all packaging and a copy of your invoice, in
re-sellable condition as usual, and you will receive an in-store credit to be used in exchange for similar products. (Customer pays all shipping and a 15% restocking fee will be deducted, toward in-store credit for exchange media products. No credit card or cash refunds, please.)
Brand Name CD/DVD Media 30-Day/60-Day Product Exchange -- famous brand name products are backed by their own factory
"famous brand" reputation and in many cases offer their own return policies for product exchanges. Such products would include discs by Ritek (60-days), and 30-days for Prodisc, Optodisc, Maxell, Sony, Panasonic, Princo and all other brands. We extend their protection by offering you our own product exchange
policy here in our store. To return items within 30-days of receiving them, you complete the simple store RMA form and return the unused products with all packaging and a copy of your invoice, in re-sellable condition as usual, and you will receive an in-store credit to be used in exchange for similar brand name or generic media products. Customer pays all shipping and a 15% restocking fee will be deducted, toward in-store credit for exchange media products. No credit card reimbursement, or other cash refunds will be permitted.
Hardware Returns & 30-Day Exchange Policy -- Most brand name hardware products are backed by their own manufacture's online tech support system, and covered by their factory limited service and repair warranties. Nobody can provide the expert level of operational support and technical assistance better than the engineers who designed and manufactured the device.
Hardware Returns for Defects, DOA, Etc. - Each returned printer, disc duplicator system, DVD burner, hard drive, and any other hardware product that is returned as defective will be tested. If found defective, a new product will be shipped at no added charge to the customer. If returned hardware is found to be in working order, the original equipment will be returned to the customer, who will pay all round-trip shipping costs and an added $25.00 equipment testing fee will be charged to the customer. Hardware proven defective will be exchanged, but under no conditions will money be refunded for hardware. This is a firm policy, without exceptions.
Please contact your manufacturer directly for support if you have purchased a brand name hardware product by visiting their online web site, such as --
PioneerElectronics.com Support Page
Windows Firmware and Mac Firmware download pages
(800) 421-1404 - Monday thru Friday: 6:00 AM to 4:30 PM Pacific
- Panasonic.com Support Page
(800) 211-7262 - Monday thru Friday: 9:00 AM to 9:00 PM, Eastern
- EZ CD Printer Support Page
(248) 427-0040 - Monday thru Friday: 10:00 AM to 6:00 PM, Eastern
- SonyStyle.com Support and Firmware Download Page
Live Chat - Monday thru Friday: 8:00 AM to 8:00 PM, Central
A "Live Tech Support Chat Room" is available on the page linked above, where you can chat directly and instantly "live" with a tech support person from Sony. No telephone support until registered online.
- Primera Printer Support Page (click to see page)
Primera Online Knowledge Base (click to see page)
Telephone Support - Telephone support is available from 8 AM to 6PM CST, Monday through Friday by calling 1-763-475-6669
The following Primera products feature free Primera telephone support:
*Factory service of these products by Primera is generally not possible due to unavailability of replacement parts.
Signature Z6 / Pro
Primera Fax Support - Fax support is free for all Primera products. You can reach Primera Technical support at 763-475-6998. Faxes are checked several times throughout the business day.
DVD Burner Drive Updates - Most problems with drive performance and disc compatility can be solved by upgrading your drive to the latest firmware by downloading a small free updater file from the manufacturer, and running it on your computer. Updates are free, and usually come out several times a year. Even new drives usually need new updates applied to fix problems. New firmware will update the settings on your drive's internal firmware chip to fix bugs and improve performance with more brands of discs. We maintain a page to help you find the latest firmware for your DVD burner model, and keep it up to date with latest download links. You can find recent firmware free download links on our own Burner Compatibility Updates page. On our page, click the brand at the top of the page to jump to your brand of drive. This will show you a download link for firmware updates, and also a list of our recommended compatible discs by Stock Nos. for your particular burner - be sure to check this important page often. You can also find recent updates at Firmware-Flash.com. On that page, click the "DVD Recorder" link under your brand of drive, and then find your model listed on the next page.
Returning Hardware Products for Store Credit - Computer hardware such as disc drives, writers or burners, memory cards or other electronic devices may only be returned in completely un-opened, re-sellable condition. We do not sell used hardware and cannot accept it in return for other merchandise once it has been installed or opened and the original packaging torn or damaged in any way. If you have ordered the wrong product by mistake, and on inspecting it find that you need another product, we can accept the hardware device back in perfect re-sellable condition for IN-STORE SIMILAR PRODUCT CREDIT ONLY, within 30-days of receiving the product. We cannot provide cash refunds or credit card credits on any hardware product. To return unused hardware, you complete the simple store RMA form and follow the instructions. Customer will pay all shipping costs and a 15% restocking fee will be deducted from the final product exchange credit provided. NOTE: Should you return a hardware product to us contrary to our policy, reporting that it was "dead on arrival" or otherwise non-working on installation, please be aware that we ship all such returned equipment to the original manufacturer to be checked by them for problems. If they report that the drive is actually in working order after they test it, they charge us for the return. As a result, your credit card will be charged $35.00 for any equipment returned if it later proves to be actually in workable condition.