F. A. Q.
Welcome to ProsonicMedia.com! Can we help you find anything? If you have any questions about shopping online with us, click on a help topic below and we'll do our best to help you!
Ordering Status FAQs
Pricing and Payment FAQs
Shipping FAQs
Product FAQs
Return FAQs
Ordering Status FAQs
Q. Can I add to, delete from or change my order once I submit it online? A. No, once an order is submitted, it can only be amended or edited by calling our customer service at 1-877-888-8888. Once our warehouse scans an order, items cannot be added or deleted. Once an order is shipped, the order cannot be cancelled.
Q. How do I cancel my order/item? A. If your order has been Processed (Charged) then you cannot cancel your order. If your order has not been processed then call one of our Customer Service representatives toll free at 1-877-888-8888 and they will try to have your order cancel, but there are NO Guarantee.
Q. How can I get the status on my order? A. Every order has a tracking number for UPS. The tracking number will be automatically emailed to you after 6:30pm Pacific Standard Time. Alternatively, you can check the online order status after 6:30 PM. That is when UPS uploads the tracking numbers for the day.
Q. I did not get an order confirmation. Did my order go through? A. If you did not receive a confirmation for the order, but have successfully clicked the submit button, most likely our server received your order, but the communication back to your PC might have been was interrupted. Please allow 15 minutes for processing time. Please do NOT replace the order on-line. If you do, you may end up with having duplicate orders and being charged for twice, since we use an automatic computer system. Call our customer service at 1-877-888-8888 to make sure your order was received to be safe.
Q. Do you accept phone, fax, email or regular mail orders? A. Yes, we accept phone, fax, e-mail or regular mail orders. For wholesales pricing inquiry, you may contact our sales dept at 1-877-888-8888.
Q. How long does it take to process an order? A. It takes one to three business days for us to process an order before they are shipped. Once the order is shipped, your estimated time of arrival will be determined by the shipping method you paid for and your local UPS guidelines for delivery.
Q. Can I combine two different orders to one and save on shipping? A. We do not combine orders for you over the phone. However, if you call us before your order is processed, we can cancel your order and then you can re-order the total amount of items you wanted online. Be aware that we cannot cancel any order once our warehouses have scanned it.
Q. I am afraid that I may have accidentally duplicated my order? A. Call customer service at 1-877-888-8888. We will canceled the order for you as long as it has not been scanned by our warehouse. If duplicate orders are shipped, obtain all the tracking numbers for the order that you do not want and call 1-800-PICK-UPS to refuse those boxes. You will be refunded when those boxes are returned to our warehouse, except for the shipping charge.
Q. Can I reactivate an order that has been canceled? A. The only way to regenerate a cancel order is to replace a new order online or call 1-877-888-8888.
Q. Can customer service agents physically get a product and describe it for me? A. Customer service agents cannot physically get a hold of a particular product to describe it for you due to the nature of on-line stores. All the information we have for each item is on our website. Please use the "more details," link for information on the product.
Q. Can I pay by Money Order or Cashier Check? A. Yes, you can. However, please make sure your cashier check, money order cover the shipping cost if it applies. To obtain shipping cost, simply add items to cart then select shipping method with shipping zip code input. Our system will automatically generate your shipping charge. Please print out add to cart page and mail your request to the following address along with shipping instructions. Mailing Address: 17139 Gale Ave., City of Industry CA 91745
Q. What happens if something is backordered? A. If an item is found to be out of stock after the order is placed, our customer service will contact you either by phone or e-mail. You could choose to ship the remaining items or put your order on hold until the back ordered item arrives. Unfortunately we do not do partial shipments.
Q. What happens if something is out of stock? A. If an item is found to be out of stock after the order is placed, then item will be removed from the order and the remaining items shipped. We do not hold up the order because an item is backordered. You will not be charged for the out of stock item or the shipping cost of the item. The item that was out of stock will have to be re-ordered online when stock is available. ProsonicMedia.com does not sell backordered items. All product's availability are based on our inventory data. However, errors can occur resulting in a backordered item. The count can be off or the last few items on the shelf could be damaged. It is never our intention to charge an order for item we cannot ship.
Q. Can I pre-order or backorder an item that is not in stock? A. ProsonicMedia do not currently accept pre-orders, nor do we accept back-orders.
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Pricing and Payment FAQs
Q. What methods of payment do you accept?
Visa
MasterCard
Discover
American Express
Cashier Check or Money Order
(Note: A 10 Days Check Clearing Period apply for all orders pay with check or money order. All Prepaid Orders take longer to process because we have to clear the checks before we process the order, including Cashier's Check due to the existence of fraudulent checks.)
Q. I do not feel comfortable entering my credit card information. How can I place an order? A. Feel free to contact our customer service at (877)888-8888
Q. Why does my credit card decline when I still have available credit on my account? A. A credit card can decline due to an invalid credit card number, exp date, daily limit, insufficient credit, or other reasons. Sometimes customers might input their card number incorrectly. Check online to be sure that the number has been input correctly. Contact your credit card company for more information.
Q. Do you know why my credit card is declined? A. The computer does the credit card charges automatically. We are not given a reason when a transaction declines. For further information, please contact your credit card company or the bank.
Q. Why do you need to verify my shipping address? I've ordered from other companies online but they do not require address verification. A. In order to guard against credit card fraud, if the billing and shipping address are different, we must verify that the alternative shipping address is authorized. You can contact your credit card issuer bank and list your shipping address as an alternative address in their memo field. Contact us at 877-888-8888 after you have done this. We will call them and verify the address.
Q. Do you pay for the return shipping charge for defective items? A. ProsonicMedia is not responsible for manufacturer defects. Since we are not the manufacturer, we split the shipping cost with the customer. The customer pays for the shipping returning to us, and we pay for the shipping going back to you. Similar to a walk-in store, Wal-Mart will not send a driver or courier to your house to pick up a defective item you bought in their store. They will not reimburse you for your time and gas money spent to drive back to the store either. However, we will use every good measure we have to ensure that you will be able to get the item replaced promptly with as little hassle as possible.
Q. I have a resellers permit in the state of California. How do I implement it with? A. Place your initial order online. Please fax us a copy of your California Sellers permit, and include the sales order number and fax to (626)888-8888. This must be done immediately after you complete your order on-line.
Q. I work for a government department that is tax exempt. How do I place an order and not get charged for tax? A. Place your initial order online. Please fax us a copy of your Government Tax Exempt permit, and include the sales order number and fax to 1-626-888-8888. This must be done immediately after you complete your order on line. Q. Is the website secure? What kind of security is used? A. When you are placing an order on the Internet, security is the number one priority. All online transactions are sent through our secure server, and encrypted with 128-bit technology. Once the information is received through the Internet, authorized employees will process your payment, and make sure that your information is handled with the highest level of security.
Q. I looked at my order status online and it stated that my order was canceled. Why? A. If an order is placed but the shipping address cannot be verified after five business days, the order will be cancelled. The only way to regenerate a cancel order is to replace the order online or call us at 1-877-888-8888. Please call us if you feel there were some errors regarding to your order.
Q. Do you offer a Resellers Program or Dealers Discount program? A. Aside from the reduced shipping costs for multi-item orders, we do offer large volume discounts on products or shipping. In addition, we always try to keep all prices as low as possible all the time.
Q. Do you match other store prices? A. Unfortunately, we do not currently match other competitor's prices. For your convenience, all of our lowest and current available pricing is posted on our web site on a daily basis. Anytime we do have any special deals, promotions, or coupons we automatically post it on our web site for our customers to take advantage of. You can also subscribe to our newsletter and can receive great discount as well.
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Shipping FAQs
Q. Shipping to a Different Billing Address? A. Yes, we are able to ship to an address other than your billing address. However, we do require an authorization, so that we can help cut down on fraudulent usage of credit cards, that is currently so prevalent on the internet. This one step helps us cut down on fraud, keeps our costs down, and enables us to provide our customers with the lowest price possible. The procedure is done strictly to protect consumers, as well as ourselves as a merchant. We realize that this policy may be slightly inconvenient, however it enables us to provide you with the best possible price. We hope you understand our position and thank you for your cooperation! Here are the authorization procedures that we accept:
Download this authorization form, fill it out
And fax to: 1-626-363-9834
Q. Why does ProsonicMedia.com need to verify my shipping address? A. In order to guard against credit card fraud, if the billing and shipping address are different, we must verify that the alternate shipping address is authorized. Please fill out the Credit Card Authorization Form and fax it to 1-626-363-9834.
Q. How do I know my shipping charges before I place the order? A. To find the shipping charge before placing the order, you may choose to add items into cart and submit shipping zip code with shipping method. Our system will automatically generate your shipping cost.
Q. When will my order be shipped? A. UPS Express Orders must be received by 1:00pm PST in order to be shipped on the same business day. UPS ground orders take 1 to 3 business days to be shipped and as soon as we confirm your billing information.
Q. Has my order Shipped and how do I Track My Order? A. Please check your order status by going Here and typing in your tracking number that you received in your confirmation email. If you do not see any information at the UPS tracking site, then your order has not been shipped, but being processed. You will receive tracking information once your order has been shipped out.
Q. My tracking number is not working? What do I do? A. Sometimes the warehouse draws extra UPS numbers that do not get used when they discover that the items can be packaged together safely. This results in "dummy numbers". Other times, a package gets separated from its order and does not get scanned by UPS right away. Either way, give it a day or two to see if all the items on your order arrive. If not give us a call and we will advise on beginning the lost package process with UPS.
Q. How do I get my UPS tracking number? A. The tracking number for each shipped order will be automatically emailed to you after 6:30pm Pacific Standard Time. Alternatively, you can check the online order status after 6:30pm Pacific Standard Time.
Q. UPS has my package but they have not delivered it yet. What do I do? A. Please contact UPS at 1-800-PICK-UPS (742-5877) to obtain further status on your packages. The priority of delivery within the method of shipment chosen is determined by your local UPS station. ProsonicMedia.com would always like for your packages to be delivered ASAP. If UPS is holding them, please contact UPS.
Q. How do I contact UPS? A. Phone: 1-800-PICK-UPS (1-800-742-5877) Website: www.ups.com
Q. How do I get UPS to leave a package with or without a signature being required? What is a UPS release waiver? A. As long as a tracking number has not been generated, you can contact your local UPS branch and put in a "Signature waiver" to either require or not require a signature for delivery. Call 1-800-PICK-UPS (742-5877). If a tracking number has been generated for your order and once UPS attempts an initial delivery, they will leave a delivery notice on your door. On the reverse side you will find the same "Signature release waiver". Fill it out and they will follow your instructions on their next delivery attempt. Some UPS drivers will leave a package if they are familiar with the neighborhood and consider it safe to do so. That is completely up to the UPS driver.
Q. Can I request that UPS hold my package(s)? Can I have a package re-routed? A. ProsonicMedia.com will not give UPS consent to hold packages for customers to pick-up at their local UPS facilities due to fraud concerns. We apologize for any inconvenience this precautionary measure may cause but we are simply trying to ensure the safety of our customer's purchases. Similarly ProsonicMedia.com will not request that a package be re-routed to another location once in transit to the shipping address requested on the original order.
Q. Can I choose Federal Express as my shipping method? A. Sorry, at this moment we do not accept 3rd party, UPS, Fedex personaly/business accounts. We only ship through UPS through our own UPS account.
Q. I did not get an order confirmation. Did my order go through? A. Please make sure you click on the "Place Order" button upon checkout and type in the correct email address therefore you can receive the confirmation email.
Q. What do I do if an item is received lost? A. ProsonicMedia.com does not hold any responsibility for any lost of shipment due to shipping carriers mistakes or wrongdoings. In addition, however, prosonicmedia.com will issue a second shipment under special condition after 15 days after UPS claim package lost. Under any CIRCUMSTANCES, prosonicmedia.com it's liability limits to assist package locating, and to provide second shipment upon condition approval.
Q. What do I do if an item is received damage? A. If the item appears to be damaged, please contact customer service within 2 buinsess days. We will file a claim with UPS for you. UPS normally takes 8 business days to complete a claim process. In addition, however, prosonicmedia.com will issue a second shipment under special condition after 15 days after UPS claim package damage.
Q. What do I do if an item is missing from my order? A. Some orders may be packed in more than one box. Please verify you have received all boxes and checked all packing materials for small items. If you are still missing an item(s), call our customer service at 1-877-888-8888.
Q. Do you pay for the return shipping on defective items? A. ProsonicMedia is not responsible for manufacturer defects. We are not manufacturers. Since we are not the manufacturer, we split the shipping cost with the customer. The customer pays for the shipping returning to us, and we pay for the shipping going back to you. Similar to a walk-in store, Wal-Mart will not send a driver or courier to your house to pick up a defective item you bought in their store. They will not reimburse you for your time and gas money spent to drive back to the store either. However, we will use every good measure we have to ensure that you will be able to get the item replaced promptly with as little hassle as possible.
Q. Do you deliver to an APO or FPO? A. No, we do not deliver to APO/FPO, because our courier UPS does not deliver APO/FPO addresses due to their restriction.
Q. Refused or non-deliverable shipment is returned back to ProsonicMedia, what happens now? A. If the shipment is "returned to shipper" via UPS, once we receive the packages we will credit the customer for the cost of the merchandise. However, shipping cost will not be refund. In addition, if not all items are refused, then only the items we received will be refunded.
Q. Is shipping added cumulatively for each item I order or does shipping reduce when you purchase multiple items? A. When you order multiple items, most of the time the shipping charge will be reduced in your shopping cart, according to weight and size, safety and insurance, if required. Just place all items in the shopping cart, pick your state, and choose shipping method, and hit the shipping calculator. You will see the reduction if you compare it in separate orders. On certain items, due to significant shipping discounts offered by ProsonicMedia, the shipping will add cumulatively, unless multiple items are purchased. Shipping charge is always according to the website.
Q. Do I have to pay sales tax? A. Orders shipping to California must be charged sales tax based on the county's rate.
Q. Do you ship internationally? A. ProsonicMedia.com does not ship internationally. At this time we only ship within the United States and Puerto Rico.
Q. Does ProsonicMedia.com have a physical store or will call where I can pick up my merchandise? A. We do not have a store or will call facility. All orders are placed on-line and shipped via UPS, no exceptions.
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Product FAQs
Q. How can I get a price quote or a shipping cost quote? A. Products and pricing are current each time you refresh your web page. Some products and pricing will be changed without notice. All orderings, price quotes, and shipping quotes are done directly online.
Q. Where can I get more information than provided on the website for your products? A. Please go to the manufacuture's website to get more information on the product.
Q. My DVD-Writer is a 4X burner. Can I burn with any 2X media? A. Some 2X media can be used with a 4X burner, but some one cannot. This is a compatibility issue; please refer to our COMPATIBILITY CHART and DETAILED SPECS.
Q. A price has dropped on an item I purchased, but my order has not been shipped yet. Can I get a price adjustment? A. We do not offer any price guarantee. The prices in our industry change too often and too fast, for us to offer such guarantee. If the order has not been shipped, you can cancel the order and replace another order online to take advantage of the lower price. All prices are as they are, at the time of the sale.
Q. I placed an order a week ago and the price had dropped since my purchase, can I get a price refund? A. We do not offer any price guarantee. The prices in our industry change too often and too fast, for us to offer such guarantee. If the order has not been shipped, you can cancel the order and replace another order online to take advantage of the lower price. All prices are as they are, at the time of the sale.
Q. What is the difference between DVD+R and DVD-R? A. DVD+R and DVD-R are with different technology and they are formatted differently. Before you purchase the media, make sure you know which format of the media your DVD writer supports.
Q. What is "bare drive"? What does Bare Drive or Drive Only mean? A. These items come exactly as how they are described. You will only receive the bare drive. These items are brand new; however, they are purchased in bulk, and will not come with any documentation, software, or accessories. Suggestion: Some drivers and documentation can be downloaded from the manufacturer's web site.
Q. What kind of DVDR or CDR can be printed by inkjet CDR/DVDR printer? A. Only inkjet printable CDR/DVDR can be printed by inkjet printer. Such as our EZCD printer. Q. Your company has some media with logo, what does it mean by "with logo"? A. "With logo" means that there are some writing, printing and image printed on the top of the media. You may use a marker pen to write on the media surface.
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Return FAQs
Q. Must I have a RMA# in order to return a product? A. Yes. You must obtain a Return Merchandise Authorization ("RMA") number within 30 days starting from the ship date by carriers. NO EXCEPTIONS! We will not accept returns without prior authorization and RMA number. Once issued, RMA numbers are valid for 15 days, and prosonicmedia.com must receive return products within this time frame. RMA numbers will not be extended or reissued. Customer should prominently display the RMA number(s) on the shipping label of boxes that contain returning products.
Q. To what address do I return the merchandise? A. The address to return a RMA is: RMA#: (write your RMA number here) ProsonicMedia.com 17139 Gale Ave. City of Industry CA 91745
Q. How do I obtain a Return Merchandise Authorization (RMA#) number? A. Click here to request an Online RMA number. We ask all RMA's to be requested online for your convenience. You will find the RMA request section on the online service page. Follow the instructions and leave an explanation for why you are requesting a RMA. The refund is always issued back to the credit card you purchased the order with. If the initial order was paid by check or money order, a store credit will be issued.
Q. How long do I have to wait before the credit posts to my account? A. It takes us approximately five business days to process a credit back to your credit card and about 2-3 business days for it to appear on your statement.
Q. I have sent my return merchandise to you, but how come you have not received it? A. If you sent your RMA with a tracking number, check with the system first for the package status. It usually takes 3-4 business days for a RMA to beprocessed after we receive the item. Sometimes it is conceivable that we have received your RMA, but have not processed in our warehouse yet, so no information is available. If your tracking number confirms reception, give us a day or so to process the RMA and call us back.
Q. How do I get a status on my returned merchandise? A. Please sent us an e-mail to request your RMA status.
Q. How long does it take to process RMA? A. It takes 3-4 business days for us to process your RMA and re-ship the item or issue refund to your account after we receive them.
Q. What items need to be returned with the RMA? Do I need to include everything? A. Yes. All original equipment, components, manuals, cables, documents, original packaging must be returned with your item in order to process your RMA. Also, we need you provide the copy of your "Sale Order". Missing items will incur further charges or less of a refund. In most cases, items sent in for RMA repair will be replaced with another full item set with accessories. Please return all accessories.
Q. What about restocking fees? How much? When? Why? A. There is a restocking fee of 15% on all returns for refund or exchange. ProsonicMedia is not responsible for manufacturer defects. We are not manufacturers. We are willing to replace a defective item. If a refund is requested instead of a replacement we will charge a 15% restocking fee. Why? Sometimes, claiming "defective" is an easy way to avoid the restocking fee just because you don't want the item. If it's defective, we will replace it (follow our RMA procedure). Shipping charges are non-refundable. No returns will be accepted after 30 Days. No Exceptions!
Q. Who pays for shipping on an item returning back to ProsonicMedia? A. The customer is solely responsible for the shipping charge for any returned products. Similar to a walk-in store, Wal-Mart will not send a driver or courier to your house to pick up a defective item you bought in their store. They will not reimburse you for your time and gas money spent to drive back to the store either. However, will use every good measure we have to ensure that you will be able to get the item replaced promptly with as little hassle as possible.
Q. All returns must be shipped freight prepaid and with a tracking number A. All return items sending back to ProsonicMedia.com are to be prepaid by Customer. No COD or Freight collect returns will be accepted by ProsonicMedia.com. All related fees (shipping & return shipping fees) are Non-Refundable for all products under all circumstances. Shipping fee is a fee that is paid to the shipping company not to ProsonicMedia therefore all shipping fees are NON-REFUNDABLE.
Q. After you receive my RMA, I get an email saying that the item is no longer available or is on backorder? A. If a RMA item is found to be on backorder and we cannot obtain the item, you will be notified by email and the backordered item will be refunded as a worst case situation. We try to contact every customer in this case and make sure they are happy with another replacement item or refund amount.
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Ordering Status FAQs
Q. Can I add to, delete from or change my order once I submit it online? A. No, once an order is submitted, it can only be amended or edited by calling our customer service at 1-877-888-8888. Once our warehouse scans an order, items cannot be added or deleted. Once an order is shipped, the order cannot be cancelled.
Q. How do I cancel my order/item? A. If your order has been Processed (Charged) then you cannot cancel your order. If your order has not been processed then call one of our Customer Service representatives toll free at 1-877-888-8888 and they will try to have your order cancel, but there are NO Guarantee.
Q. How can I get the status on my order? A. Every order has a tracking number for UPS. The tracking number will be automatically emailed to you after 6:30pm Pacific Standard Time. Alternatively, you can check the online order status after 6:30 PM. That is when UPS uploads the tracking numbers for the day.
Q. I did not get an order confirmation. Did my order go through? A. If you did not receive a confirmation for the order, but have successfully clicked the submit button, most likely our server received your order, but the communication back to your PC might have been was interrupted. Please allow 15 minutes for processing time. Please do NOT replace the order on-line. If you do, you may end up with having duplicate orders and being charged for twice, since we use an automatic computer system. Call our customer service at 1-877-888-8888 to make sure your order was received to be safe.
Q. Do you accept phone, fax, email or regular mail orders? A. Yes, we accept phone, fax, e-mail or regular mail orders. For wholesales pricing inquiry, you may contact our sales dept at 1-877-888-8888.
Q. How long does it take to process an order? A. It takes one to three business days for us to process an order before they are shipped. Once the order is shipped, your estimated time of arrival will be determined by the shipping method you paid for and your local UPS guidelines for delivery.
Q. Can I combine two different orders to one and save on shipping? A. We do not combine orders for you over the phone. However, if you call us before your order is processed, we can cancel your order and then you can re-order the total amount of items you wanted online. Be aware that we cannot cancel any order once our warehouses have scanned it.
Q. I am afraid that I may have accidentally duplicated my order? A. Call customer service at 1-877-888-8888. We will canceled the order for you as long as it has not been scanned by our warehouse. If duplicate orders are shipped, obtain all the tracking numbers for the order that you do not want and call 1-800-PICK-UPS to refuse those boxes. You will be refunded when those boxes are returned to our warehouse, except for the shipping charge.
Q. Can I reactivate an order that has been canceled? A. The only way to regenerate a cancel order is to replace a new order online or call 1-877-888-8888.
Q. Can customer service agents physically get a product and describe it for me? A. Customer service agents cannot physically get a hold of a particular product to describe it for you due to the nature of on-line stores. All the information we have for each item is on our website. Please use the "more details," link for information on the product.
Q. Can I pay by Money Order or Cashier Check? A. Yes, you can. However, please make sure your cashier check, money order cover the shipping cost if it applies. To obtain shipping cost, simply add items to cart then select shipping method with shipping zip code input. Our system will automatically generate your shipping charge. Please print out add to cart page and mail your request to the following address along with shipping instructions. Mailing Address: 17139 Gale Ave., City of Industry CA 91745
Q. What happens if something is backordered? A. If an item is found to be out of stock after the order is placed, our customer service will contact you either by phone or e-mail. You could choose to ship the remaining items or put your order on hold until the back ordered item arrives. Unfortunately we do not do partial shipments.
Q. What happens if something is out of stock? A. If an item is found to be out of stock after the order is placed, then item will be removed from the order and the remaining items shipped. We do not hold up the order because an item is backordered. You will not be charged for the out of stock item or the shipping cost of the item. The item that was out of stock will have to be re-ordered online when stock is available. ProsonicMedia.com does not sell backordered items. All product's availability are based on our inventory data. However, errors can occur resulting in a backordered item. The count can be off or the last few items on the shelf could be damaged. It is never our intention to charge an order for item we cannot ship.
Q. Can I pre-order or backorder an item that is not in stock? A. ProsonicMedia do not currently accept pre-orders, nor do we accept back-orders.
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Pricing and Payment FAQs
Q. What methods of payment do you accept?
(Note: A 10 Days Check Clearing Period apply for all orders pay with check or money order. All Prepaid Orders take longer to process because we have to clear the checks before we process the order, including Cashier's Check due to the existence of fraudulent checks.)
Q. I do not feel comfortable entering my credit card information. How can I place an order? A. Feel free to contact our customer service at (877)888-8888
Q. Why does my credit card decline when I still have available credit on my account? A. A credit card can decline due to an invalid credit card number, exp date, daily limit, insufficient credit, or other reasons. Sometimes customers might input their card number incorrectly. Check online to be sure that the number has been input correctly. Contact your credit card company for more information.
Q. Do you know why my credit card is declined? A. The computer does the credit card charges automatically. We are not given a reason when a transaction declines. For further information, please contact your credit card company or the bank.
Q. Why do you need to verify my shipping address? I've ordered from other companies online but they do not require address verification. A. In order to guard against credit card fraud, if the billing and shipping address are different, we must verify that the alternative shipping address is authorized. You can contact your credit card issuer bank and list your shipping address as an alternative address in their memo field. Contact us at 877-888-8888 after you have done this. We will call them and verify the address.
Q. Do you pay for the return shipping charge for defective items? A. ProsonicMedia is not responsible for manufacturer defects. Since we are not the manufacturer, we split the shipping cost with the customer. The customer pays for the shipping returning to us, and we pay for the shipping going back to you. Similar to a walk-in store, Wal-Mart will not send a driver or courier to your house to pick up a defective item you bought in their store. They will not reimburse you for your time and gas money spent to drive back to the store either. However, we will use every good measure we have to ensure that you will be able to get the item replaced promptly with as little hassle as possible.
Q. I have a resellers permit in the state of California. How do I implement it with? A. Place your initial order online. Please fax us a copy of your California Sellers permit, and include the sales order number and fax to (626)888-8888. This must be done immediately after you complete your order on-line.
Q. I work for a government department that is tax exempt. How do I place an order and not get charged for tax? A. Place your initial order online. Please fax us a copy of your Government Tax Exempt permit, and include the sales order number and fax to 1-626-888-8888. This must be done immediately after you complete your order on line. Q. Is the website secure? What kind of security is used? A. When you are placing an order on the Internet, security is the number one priority. All online transactions are sent through our secure server, and encrypted with 128-bit technology. Once the information is received through the Internet, authorized employees will process your payment, and make sure that your information is handled with the highest level of security.
Q. I looked at my order status online and it stated that my order was canceled. Why? A. If an order is placed but the shipping address cannot be verified after five business days, the order will be cancelled. The only way to regenerate a cancel order is to replace the order online or call us at 1-877-888-8888. Please call us if you feel there were some errors regarding to your order.
Q. Do you offer a Resellers Program or Dealers Discount program? A. Aside from the reduced shipping costs for multi-item orders, we do offer large volume discounts on products or shipping. In addition, we always try to keep all prices as low as possible all the time.
Q. Do you match other store prices? A. Unfortunately, we do not currently match other competitor's prices. For your convenience, all of our lowest and current available pricing is posted on our web site on a daily basis. Anytime we do have any special deals, promotions, or coupons we automatically post it on our web site for our customers to take advantage of. You can also subscribe to our newsletter and can receive great discount as well.
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Shipping FAQs
Q. Shipping to a Different Billing Address? A. Yes, we are able to ship to an address other than your billing address. However, we do require an authorization, so that we can help cut down on fraudulent usage of credit cards, that is currently so prevalent on the internet. This one step helps us cut down on fraud, keeps our costs down, and enables us to provide our customers with the lowest price possible. The procedure is done strictly to protect consumers, as well as ourselves as a merchant. We realize that this policy may be slightly inconvenient, however it enables us to provide you with the best possible price. We hope you understand our position and thank you for your cooperation! Here are the authorization procedures that we accept:
Q. Why does ProsonicMedia.com need to verify my shipping address? A. In order to guard against credit card fraud, if the billing and shipping address are different, we must verify that the alternate shipping address is authorized. Please fill out the Credit Card Authorization Form and fax it to 1-626-363-9834.
Q. How do I know my shipping charges before I place the order? A. To find the shipping charge before placing the order, you may choose to add items into cart and submit shipping zip code with shipping method. Our system will automatically generate your shipping cost.
Q. When will my order be shipped? A. UPS Express Orders must be received by 1:00pm PST in order to be shipped on the same business day. UPS ground orders take 1 to 3 business days to be shipped and as soon as we confirm your billing information.
Q. Has my order Shipped and how do I Track My Order? A. Please check your order status by going Here and typing in your tracking number that you received in your confirmation email. If you do not see any information at the UPS tracking site, then your order has not been shipped, but being processed. You will receive tracking information once your order has been shipped out.
Q. My tracking number is not working? What do I do? A. Sometimes the warehouse draws extra UPS numbers that do not get used when they discover that the items can be packaged together safely. This results in "dummy numbers". Other times, a package gets separated from its order and does not get scanned by UPS right away. Either way, give it a day or two to see if all the items on your order arrive. If not give us a call and we will advise on beginning the lost package process with UPS.
Q. How do I get my UPS tracking number? A. The tracking number for each shipped order will be automatically emailed to you after 6:30pm Pacific Standard Time. Alternatively, you can check the online order status after 6:30pm Pacific Standard Time.
Q. UPS has my package but they have not delivered it yet. What do I do? A. Please contact UPS at 1-800-PICK-UPS (742-5877) to obtain further status on your packages. The priority of delivery within the method of shipment chosen is determined by your local UPS station. ProsonicMedia.com would always like for your packages to be delivered ASAP. If UPS is holding them, please contact UPS.
Q. How do I contact UPS? A. Phone: 1-800-PICK-UPS (1-800-742-5877) Website: www.ups.com
Q. How do I get UPS to leave a package with or without a signature being required? What is a UPS release waiver? A. As long as a tracking number has not been generated, you can contact your local UPS branch and put in a "Signature waiver" to either require or not require a signature for delivery. Call 1-800-PICK-UPS (742-5877). If a tracking number has been generated for your order and once UPS attempts an initial delivery, they will leave a delivery notice on your door. On the reverse side you will find the same "Signature release waiver". Fill it out and they will follow your instructions on their next delivery attempt. Some UPS drivers will leave a package if they are familiar with the neighborhood and consider it safe to do so. That is completely up to the UPS driver.
Q. Can I request that UPS hold my package(s)? Can I have a package re-routed? A. ProsonicMedia.com will not give UPS consent to hold packages for customers to pick-up at their local UPS facilities due to fraud concerns. We apologize for any inconvenience this precautionary measure may cause but we are simply trying to ensure the safety of our customer's purchases. Similarly ProsonicMedia.com will not request that a package be re-routed to another location once in transit to the shipping address requested on the original order.
Q. Can I choose Federal Express as my shipping method? A. Sorry, at this moment we do not accept 3rd party, UPS, Fedex personaly/business accounts. We only ship through UPS through our own UPS account.
Q. I did not get an order confirmation. Did my order go through? A. Please make sure you click on the "Place Order" button upon checkout and type in the correct email address therefore you can receive the confirmation email.
Q. What do I do if an item is received lost? A. ProsonicMedia.com does not hold any responsibility for any lost of shipment due to shipping carriers mistakes or wrongdoings. In addition, however, prosonicmedia.com will issue a second shipment under special condition after 15 days after UPS claim package lost. Under any CIRCUMSTANCES, prosonicmedia.com it's liability limits to assist package locating, and to provide second shipment upon condition approval.
Q. What do I do if an item is received damage? A. If the item appears to be damaged, please contact customer service within 2 buinsess days. We will file a claim with UPS for you. UPS normally takes 8 business days to complete a claim process. In addition, however, prosonicmedia.com will issue a second shipment under special condition after 15 days after UPS claim package damage.
Q. What do I do if an item is missing from my order? A. Some orders may be packed in more than one box. Please verify you have received all boxes and checked all packing materials for small items. If you are still missing an item(s), call our customer service at 1-877-888-8888.
Q. Do you pay for the return shipping on defective items? A. ProsonicMedia is not responsible for manufacturer defects. We are not manufacturers. Since we are not the manufacturer, we split the shipping cost with the customer. The customer pays for the shipping returning to us, and we pay for the shipping going back to you. Similar to a walk-in store, Wal-Mart will not send a driver or courier to your house to pick up a defective item you bought in their store. They will not reimburse you for your time and gas money spent to drive back to the store either. However, we will use every good measure we have to ensure that you will be able to get the item replaced promptly with as little hassle as possible.
Q. Do you deliver to an APO or FPO? A. No, we do not deliver to APO/FPO, because our courier UPS does not deliver APO/FPO addresses due to their restriction.
Q. Refused or non-deliverable shipment is returned back to ProsonicMedia, what happens now? A. If the shipment is "returned to shipper" via UPS, once we receive the packages we will credit the customer for the cost of the merchandise. However, shipping cost will not be refund. In addition, if not all items are refused, then only the items we received will be refunded.
Q. Is shipping added cumulatively for each item I order or does shipping reduce when you purchase multiple items? A. When you order multiple items, most of the time the shipping charge will be reduced in your shopping cart, according to weight and size, safety and insurance, if required. Just place all items in the shopping cart, pick your state, and choose shipping method, and hit the shipping calculator. You will see the reduction if you compare it in separate orders. On certain items, due to significant shipping discounts offered by ProsonicMedia, the shipping will add cumulatively, unless multiple items are purchased. Shipping charge is always according to the website.
Q. Do I have to pay sales tax? A. Orders shipping to California must be charged sales tax based on the county's rate.
Q. Do you ship internationally? A. ProsonicMedia.com does not ship internationally. At this time we only ship within the United States and Puerto Rico.
Q. Does ProsonicMedia.com have a physical store or will call where I can pick up my merchandise? A. We do not have a store or will call facility. All orders are placed on-line and shipped via UPS, no exceptions.
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Product FAQs
Q. How can I get a price quote or a shipping cost quote? A. Products and pricing are current each time you refresh your web page. Some products and pricing will be changed without notice. All orderings, price quotes, and shipping quotes are done directly online.
Q. Where can I get more information than provided on the website for your products? A. Please go to the manufacuture's website to get more information on the product.
Q. My DVD-Writer is a 4X burner. Can I burn with any 2X media? A. Some 2X media can be used with a 4X burner, but some one cannot. This is a compatibility issue; please refer to our COMPATIBILITY CHART and DETAILED SPECS.
Q. A price has dropped on an item I purchased, but my order has not been shipped yet. Can I get a price adjustment? A. We do not offer any price guarantee. The prices in our industry change too often and too fast, for us to offer such guarantee. If the order has not been shipped, you can cancel the order and replace another order online to take advantage of the lower price. All prices are as they are, at the time of the sale.
Q. I placed an order a week ago and the price had dropped since my purchase, can I get a price refund? A. We do not offer any price guarantee. The prices in our industry change too often and too fast, for us to offer such guarantee. If the order has not been shipped, you can cancel the order and replace another order online to take advantage of the lower price. All prices are as they are, at the time of the sale.
Q. What is the difference between DVD+R and DVD-R? A. DVD+R and DVD-R are with different technology and they are formatted differently. Before you purchase the media, make sure you know which format of the media your DVD writer supports.
Q. What is "bare drive"? What does Bare Drive or Drive Only mean? A. These items come exactly as how they are described. You will only receive the bare drive. These items are brand new; however, they are purchased in bulk, and will not come with any documentation, software, or accessories. Suggestion: Some drivers and documentation can be downloaded from the manufacturer's web site.
Q. What kind of DVDR or CDR can be printed by inkjet CDR/DVDR printer? A. Only inkjet printable CDR/DVDR can be printed by inkjet printer. Such as our EZCD printer. Q. Your company has some media with logo, what does it mean by "with logo"? A. "With logo" means that there are some writing, printing and image printed on the top of the media. You may use a marker pen to write on the media surface.
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Return FAQs
Q. Must I have a RMA# in order to return a product? A. Yes. You must obtain a Return Merchandise Authorization ("RMA") number within 30 days starting from the ship date by carriers. NO EXCEPTIONS! We will not accept returns without prior authorization and RMA number. Once issued, RMA numbers are valid for 15 days, and prosonicmedia.com must receive return products within this time frame. RMA numbers will not be extended or reissued. Customer should prominently display the RMA number(s) on the shipping label of boxes that contain returning products.
Q. To what address do I return the merchandise? A. The address to return a RMA is: RMA#: (write your RMA number here) ProsonicMedia.com 17139 Gale Ave. City of Industry CA 91745
Q. How do I obtain a Return Merchandise Authorization (RMA#) number? A. Click here to request an Online RMA number. We ask all RMA's to be requested online for your convenience. You will find the RMA request section on the online service page. Follow the instructions and leave an explanation for why you are requesting a RMA. The refund is always issued back to the credit card you purchased the order with. If the initial order was paid by check or money order, a store credit will be issued.
Q. How long do I have to wait before the credit posts to my account? A. It takes us approximately five business days to process a credit back to your credit card and about 2-3 business days for it to appear on your statement.
Q. I have sent my return merchandise to you, but how come you have not received it? A. If you sent your RMA with a tracking number, check with the system first for the package status. It usually takes 3-4 business days for a RMA to beprocessed after we receive the item. Sometimes it is conceivable that we have received your RMA, but have not processed in our warehouse yet, so no information is available. If your tracking number confirms reception, give us a day or so to process the RMA and call us back.
Q. How do I get a status on my returned merchandise? A. Please sent us an e-mail to request your RMA status.
Q. How long does it take to process RMA? A. It takes 3-4 business days for us to process your RMA and re-ship the item or issue refund to your account after we receive them.
Q. What items need to be returned with the RMA? Do I need to include everything? A. Yes. All original equipment, components, manuals, cables, documents, original packaging must be returned with your item in order to process your RMA. Also, we need you provide the copy of your "Sale Order". Missing items will incur further charges or less of a refund. In most cases, items sent in for RMA repair will be replaced with another full item set with accessories. Please return all accessories.
Q. What about restocking fees? How much? When? Why? A. There is a restocking fee of 15% on all returns for refund or exchange. ProsonicMedia is not responsible for manufacturer defects. We are not manufacturers. We are willing to replace a defective item. If a refund is requested instead of a replacement we will charge a 15% restocking fee. Why? Sometimes, claiming "defective" is an easy way to avoid the restocking fee just because you don't want the item. If it's defective, we will replace it (follow our RMA procedure). Shipping charges are non-refundable. No returns will be accepted after 30 Days. No Exceptions!
Q. Who pays for shipping on an item returning back to ProsonicMedia? A. The customer is solely responsible for the shipping charge for any returned products. Similar to a walk-in store, Wal-Mart will not send a driver or courier to your house to pick up a defective item you bought in their store. They will not reimburse you for your time and gas money spent to drive back to the store either. However, will use every good measure we have to ensure that you will be able to get the item replaced promptly with as little hassle as possible.
Q. All returns must be shipped freight prepaid and with a tracking number A. All return items sending back to ProsonicMedia.com are to be prepaid by Customer. No COD or Freight collect returns will be accepted by ProsonicMedia.com. All related fees (shipping & return shipping fees) are Non-Refundable for all products under all circumstances. Shipping fee is a fee that is paid to the shipping company not to ProsonicMedia therefore all shipping fees are NON-REFUNDABLE.
Q. After you receive my RMA, I get an email saying that the item is no longer available or is on backorder? A. If a RMA item is found to be on backorder and we cannot obtain the item, you will be notified by email and the backordered item will be refunded as a worst case situation. We try to contact every customer in this case and make sure they are happy with another replacement item or refund amount.
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