Direct TV Part’s Shipping Policy

To begin a return request please use the following form.

 

1. Order Processing Time 

All orders ship the same/next business day. Business hours are Mon - Fri 10am-5pm EST. Our warehouse is closed on Saturday and Sunday. We ship online orders Monday through Friday. The cut-off time for getting your order in to ship the same day is 3:30pm Eastern Standard Time. Most orders placed before 5pm EST will be shipped the same day however this is NOT GUARANTEED. 

Examples: if you get your order in before 3:30pm EST on Monday, your package will ship on Monday; if you get your order in after 3:30pm EST on Friday, your order will not ship until the following Monday.

Our warehouse hours are Mon- Fri 10am - 5pm EST. We honor all Federal and Bank holidays. 

2. Shipping Policies

After the order is shipped out and received by the carrier, we will update you with a Track-and-Trace code with which you can follow your package and see the remaining shipping time. Please allow 12 to 24 hours for the tracking information to update. We do not guarantee delivery dates, we only guarantee processing times. 

While there are many things we do to ensure the timely delivery of an order, there are, unfortunately, certain things beyond our control such as severe weather, staffing fluctuations, changes in carrier route, etc., once the package is in the hands of DHL, FedEx, UPS or USPS. As such, the shipping guidelines provided on our site are not guarantees of a shipping or delivery date. Direct TV Parts is not responsible for delivery delays caused by local carrier mis-scans, high package volume, or inaccurate or incomplete shipping information. We do not refund shipping and handling costs. Please refer to the courier's delivery standard for estimated delivery times. Note that we do not guarantee delivery dates. 

The United States Postal Service is currently facing unprecedented challenges due to under funding and COVID-19. At this point, we cannot predict how these challenges will affect shipments in the future. Please be patient with shipments, as they may be held up in the mail. Delivery estimates provided at checkout are not guaranteed and are subject to change at any time. We do not guarantee delivery dates or refund extra shipping charges due to delays. 

3. Packages Damaged, Lost, or Missing While in Transit

Please be sure to inspect your package upon delivery. If the package appears damaged, or contains merchandise that was damaged in shipping, you must first notify the courier and then notify us within five business days of receipt via our website. Shipping insurance claims and lost packages protocols will be in line with USPS policy at the time of shipment. This store will not be held responsible for shipping delays and losses unless an insurance claim is approved. If you have a suspicion of your parcel being lost or missing while in transit, please contact us via the customer service form on our website. We can contact the shipping company to investigate the issue. Once the carrier confirms the package was lost in transit, we will initiate a lost claim with the carrier and process a credit for the lost shipment. Direct TV Parts is not responsible for packages once the carrier verifies delivery. We do not refund lost or stolen items.

4. Packages Returned to Sender

To ensure that your package is properly delivered and you receive your shipment within the specified timeframe, please make sure your address is fully entered and correct. We do not take responsibility for any incorrect address that results in a package being "Returned to Sender".

If the package is "Returned to Sender", we will reach out via phone and email for an updated shipping address. We will re-ship your order one time, at no cost. If the package is returned a second time, we will issue a store credit for the order minus the shipping charge. We will hold a returned package for 10 days. If no response is received after 10 days, we will issue a store credit for your order minus the original shipping cost.

5. Shipping Address Changes 

If you need to change the shipping address for your order, please contact customer service by emailing cs@directtvparts.com as soon as possible with your order number and new shipping addressIf a shipping label has already been purchased and printed, there will be a $6.00 modification fee to update a shipping address. Once the order is shipped, WE CAN NOT ALTER the shipping address. We cannot guarantee the address can be updated, as we process orders as quickly and efficiently as possible. 

6. Order Cancellations

If you need to cancel your order, please request a cancellation within 1 hour of placing your order. Once the order has shipped, we are unable to cancel your order. Please keep this in mind as Direct TV Parts strives for speedy delivery of your order and many are shipped within hours of processing.

7. Payment Method Changes

If you need to change the method of payment after placing an order, please note that we are unable to do so after the order has been placed. You will need to cancel your order, and re-order your item.  If your payment method has expired, been canceled through your bank, or changed for any reason before issuing a refund, we will give you a store credit for the full amount of your refund.  Store/gift cards credit cannot be redeemed for check, cash, or other form of currency.

 
8. General Returns
 
Our return policy lasts 30 days. You are responsible for purchasing a return shipping label. Return shipping costs are non-refundable. If 30 days have gone by since the date of purchase, unfortunately, we cannot offer you a refund or exchange.  Returns are subject to inspection and approval prior to issuing a refund or store credit.
 
Keep in mind that diagnosing and repairing a TV may be a trial and error process! We offer free repair troubleshooting to help you order the correct part. Please reach out to us if you are unsure of which part to order. For help in repairing your TV, please search "TV Repair Tutorial" on YouTube. Please be sure to match the BOARD Part Number and picture on your motherboard exactly as stated in the listing. Please do not order parts by TV Model, as there may be several different versions of boards for each TV Model. The photos on our site are STOCK, and may vary slightly from the one you receive in color or removable cables! All our boards have been tested and pulled from cracked screen TV's. We live test and bench test all our parts, we do a visual inspection for anything broken, and run a fuse capacitor test as well. They are tested before being put into inventory and tested before we ship it.
We understand the difficulty of diagnosing issues with televisions. Therefore, we DO accept returns on parts incorrectly ordered or parts no longer needed. These returns are subject to a 20% restocking fee and the buyer must purchase their own return shipping label. We offer free repair troubleshooting to help you order the correct part. Please reach out to us if you are unsure of which part to order.
 
To initiate a return:
      1. Please fill out the following return request form.
      2. Once your request has been received, instructions with our return address will be emailed to you with directions within 1 - 2 business days.
      3. Upon returning your item, please include the original packing slip.
      4. Once we receive your return, your parcel will be processed within 48- 72 hours. You will then receive a notification of your refund within 1 - 2 business days (excluding holidays).
      5. We must receive your returned item within 30 days of your original return request. If we have not received your return within 30 days, your return will be closed, you will be charged for any replacement items sent, and we will be unable to process your refund.
      6. All defective boards that are returned to us will be tested to verify DOA. If you have made a false return claim and the part is verified to be working, there will be a 20% restocking fee + return shipping deducted.
      7. Address all returns to: 
DIRECT TV PARTS RETURNS
5300 OLD PINEVILLE ROAD
SUITE 146
CHARLOTTE, NC 28217
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.
 
To complete your return, we require a receipt or proof of purchase. Please include the original packing slip. Please do not send your purchase back to the manufacturer.
 
We understand diagnosing and repairing a television is a trial and error process. Therefore, we DO accept returns on parts incorrectly ordered or parts no longer needed. These returns are subject to a 20% restocking fee and the buyer must purchase their own return shipping label. We offer free repair troubleshooting to help you order the correct part. Please reach out to us if you are unsure of which part to order.
 
9. Replacements
We only replace items if they are defective or damaged. If you believe your part is defective, please use the Return Request form provided above.  If it is determined the part we sent is defective, the buyer must allow Direct TV Parts to honor the warranty policy and send a replacement part. Failure to do so will result in being charged a 20% restocking fee and the buyer will be responsible for the return shipping costs. Replacements will be shipped by standard shipping. If we have sent a replacement part that is also believed to be defective, we will send a prepaid return shipping label for both items, and refund your order minus shipping costs as this is usually a sign of an incorrect part ordered. Please utilize our free repair troubleshooting to help you order the correct part. Reach out to us if you are unsure of which part to order.
 
10. Refunds/Store Credit
Refunds will be credited the purchase and applicable taxes, less any restocking and/or packaging fees. All refunds will be credited to the original credit card used to purchase, unless otherwise specified. Store credit will be issued in the form of a store gift card. 
 
11. Incorrect TV Part Returned
All of our parts are stamped/watermarked. Any items returned without the stamp/watermark will not be accepted and will be disputed via the appropriate selling platform. If we receive an item returned to us without the identifying markers, we will contact you via the method of contact provided at checkout. We will hold your return for 10 days after contacting you. If no response is received after 10 days, we will charge you for any replacement parts sent, close the return, and will be unable to issue your refund. If you have any questions, please feel free to contact us.
 
12. Late or missing refunds (if applicable)
If you have not received a refund yet, please contact your credit card company, as it may take some time before your refund is posted. If you are not seeing your posted refund, please contact your bank. Many banks put a hold on returning funds and will take a few days to process your refund. If you have done all of this and have not received your refund yet, please email us at cs@directtvparts.com.
 
13. DOA Warranty
We warranty our products for 30 days from the date of delivery. If 30 days have gone by since the date of delivery, unfortunately, we cannot offer you a refund or exchange. 

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