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Help & Frequently Asked Questions
Policy PDFService & Item Return Policy
-Normal turn-around time for items sent in to be serviced is 7-10 working days. In some cases service turn-around time could be greater or fewer than 7-10 working days. Turn-around time for Sony SXRD type light engine service is approximately 60-90 days.
-If you would like to return an item for any reason please Contact Us before sending the item back. We will issue a return authorization number (RA#) and assist you in resolving the issue. Please write the RA# number on the outside of the package being returned to us. Items will not be accepted without an RA#. We accept new or unused items for refund, minus the original shipping charges and/or restocking fees. Return authorizations are valid for 30 days from date of issue. You must contact us within 14 days of receiving any damaged items. Please print, complete, and send in the TSM Shipping Form along with any items being sent to us. This includes items being sent in for service, exchange, warranty, sale, or refund.
-Return shipping labels are available upon request, at no charge, for all TV module warranty returns and can only be sent to a valid email address. Return shipping labels will not be issued for items returned for refund. Warranty returns with a return shipping label must be dropped off at your nearest local FedEx location or given to a delivery driver for return. Warranty replacement items can be shipped when we receive the original item, a replacement is purchased, or when the FedEx return shipping label has been entered into their system. If a return shipping label has not been issued by us, the customer must pay the return shipping charges.
-Items returned for refund will be subject to a 20% restocking fee. This excludes repeat warranty items, first time warranty returns with no replacement available, and unopened items from certified technicians, dealers, distributors, and service centers. Credit card refunds must be requested and issued within 30 days of original transaction date. In-store credits cannot be applied to online orders and must be used within 60 days of issue date.
-If your business or residence is located in the state of Indiana or if you are a non-profit and have tax exempt status, please call or email us with your order. Tax exempt customer, open account, and NESDA member orders can be processed on our website but you will need to call us first to set up an account before placing an order.
-Refunds will be applied as credit on account unless specified otherwise by the customer. Refunds are usually processed within 3-7 days of us receiving the returned item. Credit card refunds must be issued within 30 days of original sale date. Restocking fees do not apply to items sent in to be serviced. Items received dead on arrival will not be subject to restocking fees unless the customer requests a refund instead of a warranty replacement for the original item. This excludes certified technicians, dealers, distributors, and service centers.
-Most of the items purchased from our inventory will ship the same day. However, this is not a guarantee. Some items might require being shipped the following day or within 24 hours of the order being processed. If your order is time sensitive, please contact us to insure the item is in stock and can be shipped to meet your needs.
Warranty Policy
-All TV modules have been harvested from working TV sets or serviced, tested, and restored to working condition.
-All TV modules purchased from or serviced by TSM are covered under a 6 month warranty.
-All light engines have been harvested from working TV sets or serviced, tested, and restored to working condition.
-All light engines purchased from or serviced by TSM are covered under a 6 month warranty.
-All color wheels are new, factory originals, or new, factory replacements.
-All color wheels purchased from or serviced by TSM are covered under a 3 month warranty.
-All DLP/LCD rear projection TV and front projector lamps are covered under a 3 month warranty.
-All electronic parts such as, capacitors, resistors, and IC’s, etc, are covered under a 30 day warranty.
-Removal of tamper-proof security labels from products purchased or serviced by TSM will void customer warranty.
Privacy Policy
-We are highly sensitive to the privacy interests of our customers and believe that the protection of those interests is one of our most significant responsibilities. In acknowledgment of this obligation, we have adopted the following privacy policy applicable to customer information we acquire during the course of doing business:
1) Acquisition of Information. We do not acquire any more information about customers than is required by law or is otherwise necessary to provide a high level of service efficiently and securely.
2) Our Employees and Privacy. We train all of our employees about the importance of privacy. We give access to information about customers only to those employees who require it to perform their jobs.
3) Security Measures. We make access to privacy-sensitive information subject to rigorous procedural and technological controls, consistent with legal requirements, and the demands of customer service.
4) Disclosure to Third Parties. We will provide individually-identifiable information about customers to third parties only if we are compelled to do so by order of a duly-empowered governmental authority or court, we have the express permission of the customer, or it is necessary to process transactions and provide our services.
5) Privacy and Our Business Partners. When we make our technology or services available to business partners, we will not share with them any more customer information than is necessary, and we will make every reasonable effort to assure, by contract or otherwise, that they use our technology and services in a manner that is consistent with this privacy policy. If you have questions about this privacy policy, please contact us anytime. Thank you!
