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Customer Service

Shipping and Delivery

We use mainly the following rules for shipping:

  • We ship to United State address as well as International.
  • Special shipping conditions or marketing tools related to shipping are only valid for United States Continental.
  • Shipping within 24 hours for qualifier items is announced in the product page.
  • Other items also in stock may be shipped with 24-72 hours, depending on other conditions and the warehouse shipper location.
  • Some items usually due to special features, are shipped directly from the manufacturer, in these cases the shipping may be within longer period of time. Costumer purchasing items included in this range will be notice with precise information after order or may contact us previously for required details.
  • Partial shipment will be allowed. Details and cost if applied, should be notice to the costumer for each case.
  • At this moment we use UPS as our main shipper, however some other may be used.
  • In most cases you will be able to track your order through the Tracking Number sent to you once the order is shipped.
  • Shipping options and costs are showed through the checkout.
  • Within Unite States, shipping rates are basically based on weight and volume, so for orders with multi package, multi boxes, bulk or heavy items, rates may vary and will be indicated in the checkout or directly to the costumer in required case.
  • International: Will depend on territory to ship out. Options and costs will be showed in checkout for certain countries. If your country is not listed or no shipping option is available, please contact us for a direct quote. Additional fees in destiny may occur.
  • Special offers and promotions in shipping will be announced through our web or advertisement means.

Shipping time

Usually is well specified for standard in stock orders. Orders for non-stocked items will require a specific shipping time and will depend on products availability and manufacturer policies. If not specified in the product page or checkout process, costumer will be notice properly about time and also cost if apply. Shipping days only refer to business days, not weekends, holidays, national or specials days with break work. The shipping time start to count the day after the order is delivered to the shipping service company or carrier. You will be noticed by email when your order have been shipped, with instructions on how to track it. You can also access your account and check your order status. Insurance for shipped products may be offered upon request. Please specify during the checkout process your request. Once received, we will send you information by email about cost and how to pay.

Other Shipping Conditions

  • Free shipping conditions will be properly announced in our websites or through our marketing means.
  • Free shipping apply for standard ground domestic shipping, usually 3-5 business days.
  • Free shipping only available for order within US continental.
  • Free shipping do not apply for 2nd day air or next day air shipping.
  • The lowest cost option possible will always be selected for free shipping and may include different shipping service providers.
  • Our company reserve the right to evaluate any shipping case not included in this website or considered by our team as no clearly defined item or order to qualify for free shipping or not.

Security

We take seriously the security and the protection of your private and confidential information. According to this projection, our website use different web systems to keep safe the information entered in our pages while browsing, shopping or registering. Permanent scanning against virus and malware, locked firewall and SSL Certificate (HTTPS protocol) within an encrypted connection are some of the techniques that helps to keep your shopping experience secure, emphasizing in “My Account” and “Checkout” pages.

Installation Service

Focused on going a step up with our customer service, we are offering the installation for many of the products showed in this web store. You can find this service as optional in the product page for those items for which is offered, this way you can easily order the installation together with the product, to be executed for qualified technicians that will help you to get more from your investment. In many cases you can choose between basic or custom installation depending on your requirements and the product. Choosing custom installation will be necessary a previous contact with you to specify all prerequisites, conditions, material required and cost for a successful job. Installation costs and free installation promo may vary according to the state and country. For more information about our design, installation and programming services as well as the project development, please visit main Extended GM.

International Orders

As part of our effort to escalate the customer service quality and promote advanced technologies, we put special attention to International costumers. International orders are kindly welcome. At this time is considered International order, other than the United State, and may have particular rules. We constantly work to make easier, faster and secure the online experience for international customers. For these cases is strongly suggest the use of mail forwarder within the United State or through it partners, there are in the market companies offering this kind of service with effectiveness. Our first option will be ship orders for companies in the United State where you, as International costumer can open accounts and use assigned US address to receive products, this option is usually faster and cheaper and will be considered also as a domestic shipping. Although we can ship through our partner UPS, directly overseas. In any case during the checkout process you should specify clearly the shipping address, whether within the US or overseas. If you are not sure about what to do, please do not hesitate and contact us. Some countries may have complete or partial restrictions. In concordance with distribution policies, some brands may be unavailable outside the Unites State or for any particular country. During the international shipping process additional fees may apply by other parties and usually depends on import duties and taxes, although any other may appear. Extended GM is not responsible for any of these charges and the costumer should be aware about it. Be aware that manufacturer warranty may be not available for some countries as well as manufacturer services. Limitations or unmatched features may appear regarding languages, documentation, accessories, standard specifications, labeling requirements, voltage and other. You are responsible for checking and assure that any product can be imported, used and be operative enough as well as accomplished by the law in the destination country.

Orders and Returns

This is a general guide for Returns, although there may be some products with special conditions regarding Returns like No Return or any other, which will be anounced in the products page.

If for any particular reason you opt for returning a product included in your order and received from us, first you should send us a return request through our Return Request Form. Once the request is received we will process it and shortly will contact you by email after approval or not. In approval cases a Returning Authorization Number (RAN) will be assigned and sent to you by email with instructions for returning, along with the return address. Before fill out the form we suggest sign in your account and look for the required data to fill out the Return Request Form (RRF), like order number, item information and other.

Returns should comply the following conditions:

  • Any return must be requested within the 15 calendar days from the shipping day.
  • Return must be previously approved by Extended GM and you must receive via email, a Returning Authorization Number (RAN).
  • Returning Authorization Number (RAN) will be valid for a period of 15 calendar days from the date it was issued.
  • Any merchandise to be exchanged must be returned prepaid and must include all accessories including the original box with the RAN number on the outside of the box.
  • Returns for store credit will be authorized at our discretion and must be within the 15 calendar days from the invoice date.
  • After approved a return for credit, a full in store credit must be applied to your account toward future purchases.
  • Returns for cash refund will be charged with 25% restocking fee.
  • Any product to be returned for store credit or cash refund must be in brand new, unopened condition and must be a current model. A copy of the original invoice should also be sent along with the product.
  • All in store credits and cash refund will not include the shipping and any other expenses but the original price at the purchase’s date reflected in the proper order.
  • All shipping expenses in return should be at client’s charge.
  • Any good received without RAN will be not eligible for any type of credit or refund and may be sent back to the customer at its own cost.
  • If your original order was shipped with free shipping promotion, our real shipping cost in the original shipping process regarding your order will be deducted from your store credit or refund.
  • If return is associated to reorder, any original sale promotion as free shipping, discount coupon or any other could be not included in reorder.
  • All returns must be in new condition; not used, not damage, not scratched or not in any condition that reflect use or improper care. In case any or some of these conditions happen, return will be not accepted and store credit or refund will not take effect.
  • All returns must include original package and all other inside this, as product documents, user manual, warranty paper (if apply) and accessories.
  • Boxes, packages and documents associated to the goods must not be written or damage. In case any or some of these conditions happen, fee to the store credit or refund may be applied to reestablish the product’s sale condition and this fee will be according and at discretion of our evaluation team.
  • Package for return must be appropriated, use the same when receiving or get another new one guaranteeing protection and safe shipping back. Unsafe or improper package while returning that cause damage in any way to product, will take effect in no store credit or refund applied.
  • International orders and shipped products outside the United State are not eligible for returns and cannot be returned.

While returning, please have in mind:

  • Write clearly the Return Authorization Number (RNA) in the box near the shipping label.
  • Ship your package for return with service like UPS, FedEX or USPS that provide you with tracking number and the possibility to trace your package.
  • Insure the full value of the returning product.
  • If any of the above conditions is not accomplished or any other that attempts against the safe and clear returning; your package can be lost or devalued in the process.
  • You are complete responsible for the shipping until your returns reach our warehouse and be clearly identified.
  • Once identified in our warehouse, our team will confirm to you the receipt.

Unsuccessful delivery:
If any package is returned to us because any undelivered condition or refused, regardless of the original shipping condition was, your account must be charged with the cost of shipping back to us, as well as 25% restocking fee.

Returns due to manufacturing defects or within warranty terms:
All returning expenses, even if some shipping is necessary while the product is returned to our warehouse or any manufacturer service center due to manufacturing defects and within the manufacturer's warranty terms, will be at client’s charge.

Return exceptions:

  • Replacement parts
  • Closeout items
  • Custom products orders
  • Special products orders
  • Some items shipped directly from the manufacturer
  • Any item that have been installed
  • Any item that have been used

Return exception list or policy may be updated frequently according to new products or store policy review. Please, you should check this topic frequently to be informed about it.

Warranty

As part of an established distribution channel, the warranties for products purchased through our online store will be ruled by the policies of each manufacturer.

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