Home > About Us > Order Policies > Customer Service

Customer Service

 • Shopping
 • Placing Orders
 • Accepting Your Order
 • Returns/Exchanges
 • Return Procedure
 • Disputes

DV411 has been highly rated by its customers, through an independently conducted rating system.  Through this system, DV411 consistently enjoys "excellent" and "good" ratings, with zero negative feedback.  We are grateful to our customers for their positive feedback and appreciation!

Shopping

We do everything possible to make your shopping experience secure, easy and pleasant.  Please contact us if you have any suggestions on how to improve our site.

We will be happy to assist you in making the right decision about your purchase, possibly saving you a lot of headache and resources.  After all, we spend a lot of time working with and integrating the very products we sell and we know what works and what does not.  If you don't have time to contact us, please make sure that the product meets your needs and is compatible with your system before purchasing.  If you are not sure, please contact us first.

Contact Customer Service
877 299-4111 toll free
310 838-9000
310 838-9320 fax
 
Your Shopping Experience

DV411 strives to offer unparalleled service and support, miles above industry's average.  No matter the dollar amount of your purchase, you will find our sales, customer service and technical support staff patient, knowledgeable and pleasant to deal with.
 
Your Privacy
Your information remains private and secure with us.  Please review our privacy policy for details.

Placing an Order

Ordering online is as easy as 1, 2, 3:

  1. Select products for Shopping Cart

  2. Fill out shipping and billing information

  3. Confirm your order

Please note that up until you confirm your order, you are not committed to a purchase in any way.  In fact, we don't see your information or any personal details up until the order goes through.  Only after the order goes through, we receive a notification from our e-store and can access your order.  Within 1-2 business hours, we will access your order and either process it if we do not have any questions, or contact you via email or phone if we do.  Once we ship your order, you will receive an email with the shipment tracking number.

Shipping your order: in stock items ship the same day if the order is placed before 2pm PST M-F.  Out of stock items ship within 1-2 business days. We will contact you if it may take longer and you will have an option to cancel your order. Turnkey Systems ship within 7-10 business days.

Saturday Delivery: please check "Saturday Delivery Option" when ordering to receive Saturday Delivery.  Additional charges will apply. In stock order items only received before 2pm PST Friday qualify. Please choose "Next Day Air" for shipping method. The Saturday delivery charges will NOT show up automatically online. Your total will be recalculated and emailed to the email address you've provided and/or call us 877-299-4111 for more info./total.

Accepting Your Order

Examine the packaging for possible damages and verify the contents of the shipment.  If the shipping box appears to be damaged, do not accept it: return it to the courier with a note, "damaged box", and notify us.  If you choose to accept the box, note the damage to the courier and contact the carrier (UPS, FedEx, etc.) immediately to file a claim for the damage.  If you find that some items inside the box are missing or damaged, please contact us as soon as possible: claims about missing or damaged items must be submitted to us within 3 business days of receiving the products.  In addition, we highly recommend to:

  • Retain the product packaging for at least 15 days
  • Keep the invoice and/or packing list for the duration of the warranty period.

Returns and Exchanges

  • Our Goals
    Our sole goal is to conduct fair business; we will do what is fair.  Recognizing that no set of rules can cover all possible situations, we may make exceptions in your favor.
    We reserve the right to refuse service to anyone.  We have to say that due to a high volume of fraud attempts in the industry.  That said, existing customers receive support and service no matter what.
    We do not offer unconditional money back guarantees.
  • Unused and unopened products can be returned for a refund within 15 days of the receipt.  Restocking fees may apply on special order items, items with volatile market prices, at our discretion.
  • Used or opened products can be returned for partial refund within 30 days; restocking fees no less than 15%.  We reserve the right to refuse to accept a product for a return.
  • Opened / used software is not returnable.
  • Certain products can only be replaced or repaired within their warranty periods, but not refunded: computer systems, most computer components, such as memory and processors, hard drives, graphics cards, other computer components with volatile market prices, and professional video equipment.
  • DOA (Dead On Arrival) items receive priority support and are exchanged or repaired based on our best effort and product availability.
  • Defective products are repaired and/or replaced (at our discretion) within their warranty period, within manufacturer's specified repair times; computer systems are repaired/replaced within "best effort 48 hour" period, subject to product and parts availability.


Returning a product

  • Under no circumstances will we accept a product return made without our prior authorization
  • To obtain such authorization, please contact us with the following information:
    • Invoice or order number
    • Product name
    • Reason for return
  • Please retain the authorization number, date and name of the person you spoke to, for future reference.
  • Once we authorize the return, we will email or call you with the shipping instructions.  We may ask you to ship the product directly to the manufacturer, to speed up the exchange.
  • Please note that proper packaging, shipping and insurance is solely your responsibility.  If the product is damaged in shipping due to improper or insufficient packaging and/or underinsured, we may not be able to accept it and may have to return it to you.


Disputes

Resolution of any disputes with DV411 must be done as follows, and in that order:

  1. Directly with DV411.  Contact DV411 in writing, via email, fax or common carrier, state the dispute and the proposed resolution.
  2. Arbitration.  Should you not be satisfied with the resolution offered by DV411, resolution must be attempted through a commonly accepted and mutually agreed arbitration body residing in the Los Angeles County.
  3. Claims and litigation.  Any claims against DV411 must be filed in the Los Angeles County Court and be governed by Los Angeles County and State of California laws, legal code and regulations.
Product Receipt is defined as the moment the product arrived at the destination address.  We are not responsible if the intended recipient does not receive or open the product till later.