- Shopping and Shipping
- Warranty and Return
- Misc. Questions and Concerns
Shopping and Shipping
How safe is surfing and shopping here?
In Short: As safe as it can be!
We utilize the latest and most up-to-date SSL technology to encrypt both, your order and all the information you provide. This way, your data is secured against any intrusion attempts along the way. Basically, none of your information is ever being seen by anyone but us.
Additionally, our servers are being super scanned on a regular basis for potential security threats. Furthermore, we don't store your credit-card information on our servers. Instead, we utilize the services of the popular and highly-regarded PayPal.
What payment methods do you accept?
In Short: All of them.
We accept direct credit cards from Visa and MasterCard, as well as all other payment means via PayPal, which has been seamlessly integrated into our website.
Do I have to Pay Sales Tax?
In Short: No, for the most part.
Sales tax is being applied only for orders being shipped within the State of New York.
What are the custom-fees responsibility of international buyers?
In Short: Import duties and taxes.
The shipping fee calculated at check-out covers the cost for shipping your item. Import duties and taxes will be calculated upon delivery of your purchase and paid when receiving your order or obtaining it from your provided shipping destination. These figures are different for each country and we therefore cannot estimate it in advance.
Can I track the status and progress of my order?
In Short: Absolutely.
All relevant order activities can be monitored in the my account section of our site. Once your order is shipped, a link to track it on the carrier's website will be available.
What are your shipping fees?
In Short: 0. Shipping is free.
Every order shipped anywhere in the lower 48 States within the US gets free UPS ground shipping. If you want your order to arrive sooner than the standard 2-to-5 business days, you can choose additional shipping options offered to you when completing your order.
For orders being shipped outside the lower 48 states, shipping fees will be calculated upon checkout.
How long until receiving my order?
In Short: 2-to-5 business days.
Estimated delivery time for Domestic orders usually is 2-5 business days. Please note transit times may vary during peak/holiday periods.
Can I track my item's shipping status?
In Short: Of course!
Once a tracking number is available, it will be updated on your order page and an email notification will be sent to you. If you have not received your tracking number, please contact us for shipping info.
Would you ship to a location other than my billing address?
In Short: Yes.
We'll be happy to ship your order to an address different than your billing-address after you add it with your credit card company. This is easily done in most cases and takes just a few minutes.
Warranty and Return
What is your warranty policy?
In Short: All orders are backed by a one-year warranty.
All products, packages, and items on Enrock.com are automatically backed by a one-year warranty. In many circumstances, the warranty will be provided by the manufacturer. In the lack thereof, we provide our own warranty. In any event, we got you covered.
What is your return policy?
In Short: You can return an item at any point and for any reason during the first 60 days after your purchase.
Our 60-day return policy offers an extended grace period, during which you can send us back any product purchased on our website for a full refund. Refer to our Easy Return Policy and follow a few quick and simple steps.
How do I make a return?
In Short: Refer to our Easy Return Policy and follow a few quick and simple steps.
If the need for returning an item arises, either because of a change in mind or in the unlikely event of the product arriving with a defect, you can do so by following a few short and simple steps.
First, get your Return Authorization. You can call us or simply email asking for the Return Authorization. Please contact us if the return involves a defective product.
Second, place the item, it's accessories and manuals in the original packaging. Use the original over-box and the manufacturer's packaging. Over-boxes are being used for the purpose of protecting the merchandise during the process of shipping and handling. So in order to assure a smooth return and refund, please be sure to use them.
Third, attach the shipping label. In most cases, we will be providing you with a UPS Authorized Return Service (ARS) shipping label with your return authorization number. Remove or mark out the original labels, and secure one completed label to each package.
Fourth, drop the package off with UPS or USPS. Call 1.800.742.5877 or visit www.ups.com for the nearest location. Remember to hold on to your tracking number, so you can keep track of your package by calling UPS at 1.800.742.5877 or visiting www.ups.com. If your return has been shipped via USPS, you can track it online at www.usps.com. After receiving your package, we will immediately start the process of exchanging or refunding your order. This should be completed within two business days.
Can I, an international customer, make a Return? Is it free?
In Short: Yes, and not exactly.
We will be doing our utmost in providing you with a smooth and easy return-process. Remember, however, that customs and import/export rules and regulations vary in different countries, and our return-policy has therefore been modified to account for them.
While we'll cover the cost of shipping back your replaced/repaired item, you'll be responsible for the initial shipping fee when returning the product to Enrock. Likewise, our Return Policy does not cover charges incurred by import duties, taxes, etc. Please determine with your country's Customs Office for the various charges and amounts prior to completing your purchase. (Note, while such fees are being charged and collected by the shipping company or pickup location, they are NOT shipping charges and are not incurred as part of the product delivery.)
How will I know when you received my return?
In Short: We'll let you know. We're on top of it.
As soon as your return has been processed, we will notify you about it via email. If you've returned your order using an Authorized Return Shipping label, you can track your package using the provided tracking number by calling UPS at 1.800.742.5877 or by visiting www.ups.com. If your return has been shipped via USPS, you can track it online at www.usps.com.
How long does it take to process my return?
In Short: Two business days.
We'll start the process as soon as we receive your return. Processing your exchange or refund should be complete within 2 business days.
Misc. Questions and Concerns
What if the particular item I'm looking for is out of stock?
In Short: We'll either refund your money in full, or we'll send you an equal or superior equivalent product.
This would generally not be the case, but in the unlikely event of your desired purchase being out of stock at that point, we will not disappoint you! We'll send you an equal or superior substitute for the same price. If we don't have such replacement, you'll be receiving a full refund.
What are the benefits of buying from a Factory Authorized Dealer?
In Short: Your purchase will be safe, secured, and backed by a warranty.
When buying from a factory authorized dealer, you're safe with your warranty. There are a number of manufacturers who would honor the terms of a warranty only if the product has been purchased through an authorized dealer.
Additionally, and as you're probably well aware, the market is flooded with generic, look-alike, and seemingly-similar products. While not necessarily counterfeit or illegal, those products have not been produced according to the expectations and required standards of the US market and consumers. They might be of inferior quality, lacking features and accessories, and at times impossible to repair in case of damage. Road Entertainment is a Factory Authorized Dealer, so you can shop with confidence and ease.
How come my email hasn't been responded to?
In Short: Snap! That's indeed odd.
Email questions and inquiries are typically being replied to within 12 hours. Please check your spam folder if you don't see our response. In the unlikely event you indeed didn't get an answer from us, please blame a technology blunder and resend us your email :)
Do you offer technical support of purchased items?
In Short: We do, and our tech-support specialist will happily assist you.
Our tech-support team will not only help you determine what gear will best fit your need, but our trained, knowledgeable staff will walk you through, at your own pace, the works and specs for your product. Our specialist will patiently guide you through the troubleshooting process, shall your device not respond the way it should.