Direct TV Parts' Shipping Policy
Updates: UPS Next Day Air now available. See Section 2
To begin a return request please click here. Please read our return policy under Section 8.
- Order Processing Time
All orders ship the same/next business day. Business hours are Monday - Friday 9:00am - 5:00pm EST. Our warehouse is closed on Saturday and Sunday. We ship online orders Monday through Friday. The cut-off time for getting your order to ship the same day is 3:00pm Eastern Standard Time. All orders are picked up by our carriers at 4:00pm Eastern Standard Time.
Examples: if you place your order before 3:00pm EST on Monday, your package will ship on Monday; if you place your order after 3:00pm EST on Friday, your order will not ship until the following Monday.
Our warehouse hours are Mon- Fri 9:00am - 5:00pm EST. We honor all Federal and Bank holidays. For a complete list of holiday closures, please see this page: https://about.usps.com/newsroom/events/. You will be notified via homepage alerts, banners, and blog posts if additional closures are expected.
- 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 a 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 (except for UPS Next Day Air).
The United States Postal Service is currently facing unprecedented challenges due to underfunding 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 (except for UPS Next Day Air).
- Standard Shipping: Shipped via USPS Ground Advantage:
- Estimated Delivery: 2-5 Business Days.
- "Packages going to certain places (including Alaska, Hawaii, and offshore destinations) may receive slower service" (quoted direct from USPS).
- USPS Priority Mail:
- Estimated Delivery: 1-3 Business Days.
- Delivery time estimates are based on the USPS Priority Mail Delivery Map from 28217. Refunds are NOT provided for late delivery due to circumstances outside of our control.
- USPS Priority Mail Express:
- Estimated Delivery: 1-2 Business Days.
- Next-Day is NEVER GUARENTEED. Delivery time begins from the day the package is scanned at the USPS Regional Facility. USPS will provide a guaranteed delivery date on their tracking page.
- Partial shipping refunds are provided ONLY IF the guaranteed delivery date by USPS is missed. Please keep this in mind when selecting this option.
- UPS Next Day Air:
- Estimated Delivery: Guaranteed Next-Day
- This is the only shipping option that we GUARENTEE next-day delivery. If UPS does not delivery next-day as promised, we will readily refund your shipping costs.
- Not available to ship to P.O. Boxes. If this shipping option is not available at checkout, we unfortunately cannot offer this service for your location.
- MUST order by 3:00pm EST Monday - Friday to guarantee same-day shipping. After this deadline on Friday, your order will not ship until Monday to then arrive Tuesday. Late Friday, Saturday, or Sunday orders will ship Monday.
- 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, please notify us by emailing firstname.lastname@example.org with attachment of photos of the damage within five (5) business days of receipt. This will enable us to send an immediate replacement or refund, file relevant insurance claims, and adjust our shipping practices. See also Section 9 for additional information. We thank you for your help and cooperation.
If you have a suspicion of your package being lost or missing while in transit (e.g. no scan on your package in the last 3 days or the maximum delivery days has passed), please contact us by emailing email@example.com or using our contact form. We will reach out to our courier on your behalf to search for your missing package.
Special Considerations: In some cases, the package may not receive a receive a scan until it is being prepared for delivery. This is especially true near a major holiday where skipped scans are common. We ask you wait until the maximum delivery days has passed before reaching out as the package may randomly appear.
If you received notification of delivery but are unable to find your package, please allow one (1) additional day in case of a mis-scan and refer to your tracking page regarding its location. If your package cannot be found after this time, please notify us by emailing firstname.lastname@example.org or using our contact form so we can arrange the next steps.
Direct TV Parts is not responsible for packages once the courier verifies delivery and three (3) business days has passed.
Direct TV Parts will not provide replacements or refunds for items sent to a Freight Forwarding service under any circumstances. Once the courier verifies delivery to the freight forwarder of choice, Direct TV Parts is no longer responsible and you must contact your servicer for additional information. We do not refund lost or stolen items under this circumstance.
- 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 refund the item(s) cost minus shipping. To be eligible for this refund, the item(s) must be returned and received which can take an extended period of time. You will be notified if and when this refund has been processed. If you wish to have the order re-sent, you must create a new order.
- Shipping Address Changes
If you need to change the shipping address for your order, please contact customer service by emailing email@example.com or using our contact form as soon as possible with your order number and new shipping address. Once the order has been picked up by our carriers, WE CAN NOT ALTER the shipping address. Changes to address must be received by 3:30pm EST to guarantee approval. After this deadline, we cannot guarantee any further changes.
- Order Cancellations
If you need to cancel your order, please request a cancellation by emailing firstname.lastname@example.org, using our contact form, or calling us (704-584-7728) with your order number before 3:30pm EST of the day your order is intended to ship. Once the order has been picked up by our carriers, we are unable to cancel your order. Please keep this in mind as Direct TV Parts strives for the speedy delivery of your order and many are shipped within hours of processing. Please do not use unlisted methods of contact.
- Payment Method Changes
We are unable to change the method of payment used after an order has been placed. If you need to makes these changes, 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 card credit cannot be redeemed for checks, cash, or other forms of currency.
- General Returns
You have 30 days from the date of purchase to request a return on your order. After 30 days have passed, unfortunately, we cannot offer you a refund or exchange. If you purchased our extended warranty, some exceptions apply. Please see our warranty policy below. All returns are subject to inspection and approval prior to issues a refund or store credit.
Direct TV Parts recognizes diagnosing and repairing a TV may be a trial and error process. Please bear in mind that certain issues may be unrepairable and there is no "one size/solution fits all." We ask that you contact your local TV repair location for complete guidance and recommendations. Direct TV Parts cannot diagnose your TV remotely over the phone or via email as we do not have certified technicians on-call. Additionally, details are often missed or omitted creating incorrect recommendations. For these reasons, Direct TV Parts is not responsible for purchases of our boards under the belief they will be the final solution in repairing your TV.
Direct TV Parts requests you verify ALL details of the part you are ordering including Part Number, Board Number, and TV models listed. You must open the back of your TV to verify this information. NEVER ORDER BY TV MODEL NUMBER ALONE. In some listings, some numbers may not be present on your board, in which case we will notate in our listings when you may disregard this information. Additionally, in some cases, our TV model list may be INCOMPLETE as our list is based on publicly available and in-house knowledge of which parts can fit in certain TVs. If you have matched ALL part and board numbers as described in our listing, you may still continue the purchase.
Direct TV Parts offers free assistance in ensuring you are ordering the correct replacement part that will fit and/or work in your TV. Contact us by emailing email@example.com with images of your original board you are intending to replace. Please make images clear and readable showing any attached stickers and any on-board numbers you believe may be important. This will allow our customer service representative give you the fastest response. Our response window is Monday - Friday 10am to 5pm EST.
With understanding of this difficulty, we DO accept returns on parts incorrectly order or parts no longer needed. All returns falling under this category are subject to a 20% restocking fee. While we do not charge for return labels, in lieu, we do not refund original shipping costs. Your refund will equal 80% of item(s) price minus original shipping costs to you.
Once your request has been received, instructions with our return address will be emailed to you with directions within 1 - 2 business days. Please follow the step by step instructions included in your return label email.
If there is an issue returning your order due to incorrect postage or inability to reach a post office, contact us as soon as possible and we can arrange alternative solutions.
Once we receive your return, your package will be processed within 48 business hours. You will then receive a notification of your refund within 1 - 2 business days (excluding holidays).
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 and we will be unable to process your refund. Please return items in a timely manner.
Address all returns to:
DIRECT TV PARTS RETURNS
5300 OLD PINEVILLE ROAD
CHARLOTTE, NC 28217
If there are any questions regarding returns or refunds, please contact us at firstname.lastname@example.org.
- Defective & Damaged Claim Handling
- Damage Claims
If your part was received damaged, email us at email@example.com with subject line "Damage Claim". For the fastest response and service, please attach photos of the damage to the received board. If it is determined we are at fault, the buyer may choose to accept a replacement (if one is available) or decline this warranty for a refund. Please notate your choice in your claim so we may process your claim immediately upon review.
- Defective Claim
If you believe your part is defective, email us at firstname.lastname@example.org with subject line "Defective Claim". You must make this claim within 30 days of the original purchase date.
We will first ask you to verify if you have ordered the correct part comparing part and board numbers of the original board from your TV. If you have already contacted us prior to purchasing, this will not be applicable. If it is determined the incorrect part was ordered, we will ask you to complete a return to receive a refund minus the standard restocking deductions.
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 (if one is available). 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 the part is not the issue with your TV.
Only in cases where the item is out of stock and the claim can be fully validated will Direct TV Parts refund you directly without a return necessary. The more descriptive your claim is, the faster we can reach a resolution.
- Refunds/Store Credit
Refunds will be credited to the purchase and applicable taxes, less any restocking and/or shipping 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.
- Incorrect TV Part Returned
All of our parts are stamped/watermarked. Any items returned without the stamp/watermark will not be accepted. 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.
- Late or missing refunds
If you have not yet received your refund, please email us at email@example.com so we can check the status with our payment provider. Typically, refunds are sent once notification is received via email and may take 3-5 business days. If we confirm our payment provider successfully sent the refund, please reach out to your financial institution of choice for additional information.
- 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.
- U.S. Territories & International Shipping
As of March 2nd, 2022, we offer shipping to American Samoa, Guam, Northern Mariana Islands, Puerto Rico, and Virgin Islands, U.S. We also offer international shipping to Canada and Mexico. Please read the section for your location carefully.
- U.S. Territories (American Samoa, Guam, Northern Mariana Islands, Puerto Rico, and Virgin Islands, U.S.)
Standard shipping rates (currently $4.99) is available to these locations. We will ship all items through USPS unless we are unable to. In which case, Direct TV Parts is partnered with UPS to fulfill delivery services. We ask that addresses are typed accurately and verified via the order confirmation page and email received. Immediately notify Customer Service through our email or contact form if there is any errors, omissions, or discrepancy to the typed address. Once the order has shipped, no changes can be made. Only if an item is returned will a refund be provided minus original shipping costs.
All orders will ship same-day unless the order is received after the cut-off time described in section 1 or there are unresolved errors regarding your order.
- International (Canada & Mexico)
Standard shipping rates ARE NOT available to these locations. The courier label price will be used to calculate shipping costs to you. We use ShipStation to provide the best possible rates to you. You have the choice of using GlobalPost or UPS for your delivery needs.
GlobalPost shipments will be sent via USPS to a hub location to handle customs before final transport to your location. USPS tracking number to track delivery to the hub location is available upon request. Please contact customer service for this inquiry. Tracking will be available on globalpost.com once the shipment has been processed at the hub location.
UPS shipments will tendered to a driver or local UPS location. Customs declaration will be electronically filed with UPS to expediate your shipment.
Please note: You are responsible for duties and taxes for your shipment if such is required. In most cases, duties and taxes are paid via the original shipping costs shown to you at checkout.
We ask that addresses are typed accurately and verified via the order confirmation page and email received. Immediately notify Customer Service through our email or contact form if there is any errors, omissions, or discrepancy to the typed address. Once the order has shipped, no changes can be made. Only if an item is returned will a refund be provided minus original shipping costs.
For both options, we will make our best efforts to ensure your item is shipped same-day unless the order is received after the cut-off time described in section 1 or there are unresolved errors regarding your order. In some cases, we may need an additional business day due to the extra efforts required to arrange your preferred shipping method. In all cases, we will ensure your item is shipped by next-day unless otherwise notified.
Direct TV Parts' Warranty Policy
Direct TV Parts Warranty Terms:
- 6-month warranty for 10% of the product price.
- 12-month warranty for 20% of the product price.
If purchased, warranties begin on the date of purchase. Per redemption of the warranty, Direct TV Parts will offer a full replacement of the product originally purchased or a substitute/compatible part. If the item is out of stock, Direct TV Parts will refund the customer for the original purchase price of the product (sub-total), which does not include taxes, fees, shipping costs, or the initial extended warranty payment. If the form of payment used at checkout is no longer valid, store credit will be issued. We can only refund the method of payment used at checkout.
You get 1 exchange within the 6 months or 1 year period but the standard 30-day warranty refreshes. Likewise, if you exchange within the first 30 days it does not count against your extended warranty. If an extended warranty is purchased and your replacement board is within the 30 day period, it does not count against the purchased extended warranty exchange. Every part comes with a standard 30-day warranty, whether it is a purchased or replaced product. We reserve the right to deny any warranty claim. All warranty claims are subject to approval. We do not refund the initial extended warranty payment.
Certain warranty claims may require the item to be returned prior to approval. You may be required to send back the product for warranty evaluation. Due to the nature of customers using our parts for diagnostic purposes, the customer is responsible for covering all return shipping fees. If the item is deemed defective and under warranty, Direct TV Parts will pay for postage of replacement products. All replacements will be delivered to the buyer at the destination provided in the original order.
To submit a warranty claim, please email firstname.lastname@example.org with the subject "Warranty Claim".