Overture FAQs

 

How do I place an order online and what kind of payment methods do you accept?
You may order online using our secure checkout form. Our payment options currently include Visa, Master Card, American Express, Amazon, and Paypal.*

*If you use Amazon or Paypal, please note that we only ship to Amazon and Paypal confirmed addresses. For Visa, Master Card, and American Express we ship only to your billing address.

 

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Will I have to pay sales tax?
Delaware has no sales tax. There is no sales tax on items purchased at our retail locations, online orders marked for in-store pick-up, or online orders shipped anywhere in the United States.

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What is your Price Matching Policy?
Price Matching is offered as part of our Price Guarantee. As a service to our valued customers, Overtureav.com will match any Authorized Online Dealer’s price*. Price matching is only applicable to in-stock items with identical conditions of sale. Please note that special offers, promotions, B-Stock products, and rebates do not apply. Please click here for our Price Match Request Form.
*some restrictions apply.

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What are your Sales and Customer Support hours?
Our online sales and support team will be able to assist you whether you're looking to research products, place an order, or inquire about a previous order. You may contact us by phone at 800-838-1812 or email us at This email address is being protected from spambots. You need JavaScript enabled to view it..

 

Hours of operation:   Monday - Friday            10 am - 5 pm  ET 
                                    Saturday - Sunday         Closed*

*Please note online customers experiencing issues during the weekend should leave a message with contact information for Monday.  All calls and emails received during the weekend will be responded to promptly on Monday in the order received.

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Why it is important to buy from an Authorized Dealer?
Authorized dealers have signed dealer agreements with each manufacturer and must adhere to strict criteria to provide superior quality products, expertise, product support and online security to maintain their status. Authorized Dealers purchase directly from the manufacturer and stock their products in their own warehouses. This guarantees manufacturer rebates and warranties and enables efficient service, returns and replacements for defective merchandise. Additionally, Authorized Dealers are trained directly from manufacturer representatives in the application and integration of their products and receive regularly published technical updates.

 

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How and when will my purchase be shipped?
We offer FREE standard shipping on many orders (UPS and USPS). Larger orders and oversize items ship via specialized freight carrier within 1-2 business days (see below for details). In-stock items will arrive within 1-7 business days with delivery Monday through Friday. All packages with a value of $100 or more require signature confirmation. Free shipping is not available on items shipping outside of the continental US. We cannot waive the signature once an item is in transit. And once your order has shipped it cannot be cancelled, only returned for a refund (less original and returnshipping charges) or credit or exchanged.

Free shipping is not available on items shipping outside of the continental US and we are unable to deliver to APO/FPO military addresses or P.O. boxes. We cannot waive the signature once an item is in transit. And once your order has shipped it cannot be cancelled, only returned for a refund (less original and return shipping charges) or credit or exchanged.

You will receive an email confirmation of your order within 24 hours. You will receive an additional email confirmation once your order has been shipped with shipping and tracking information.

For more information, please review our Shipping Policy.

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Will you ship to an international address?
We do not currently ship to any address outside of the United States.

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What happens if I order an item that is not in stock?
When you place an order for an item that is not in-stock, you will receive an email with the estimated ship date. For non-special order items, you can cancel your order anytime before the item is shipped by contacting our customer service department. Please note that once your item ships we are unable to cancel your order. For special order items, once the order is placed, it cannot be cancelled, and there are no refunds on any amounts paid.

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When can I expect my order to arrive?
In-stock items shipped via UPS or specialized carrier will arrive within 5-10 business days once your order has been processed (unless an expedited shipping method was selected during checkout).

Need it Faster? Expedited shipping options are available and may be selected during the checkout process. You will be charged for the cost of the upgraded service. Enhanced shipping options such as next-day air are dependent upon your order and the delivery address. Please allow extra time for delivery to remote addresses. Please contact an online sales specialist at 1-800-838-1812 or via email at This email address is being protected from spambots. You need JavaScript enabled to view it. for expedited freight options.

For more information, please check out our Shipping Policy.

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When will my credit card be charged and how will I know if my order has been processed?
Your credit card is charged as soon as your order is placed. You will receive an email confirmation with your order information once your order has been successfully transmitted. If you have not received an email confirmation within 24 hours please contact our customer service department.

A shipping confirmation e-mail will be sent once your order has been shipped. This confirmation will include the tracking number for your package. You may also check the status of your order at anytime by visiting My Account and selecting “View Order History”.

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What happens if I refuse my package?
In the event that you refuse your package for any reason other than shipping damages, you will be subject to paying the full shipping price of the product both ways. In addition, if you refuse an oversized product that was shipped via motor freight, headphones, Special Order items or Clearance items for any reason other than shipping damages, you will not receive any refund on the product. These items are FINAL SALE, NO REFUNDS, NO RETURNS.

 

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What if my item was damaged during shipping?
We make every effort to prevent shipping damages. In the event your package appears damaged upon receipt, please notify the driver immediately so documentation can be made at the time of delivery and our carrier can contact us to begin a damage claim. Failure to claim damages at the time of delivery will result in additional shipping charges. Please keep all packaging materials and paperwork for your shipment and damage claim. If your item is in-stock and available a replacement will be sent immediately and you will be notified with shipping and tracking information. Please note that exchanges for a product damaged in shipping are for the same model only.

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What if my product is defective?
Eligible Defective Products may be returned for an exchange within 30 days from receiptdate. Defective Products may be exchanged for the same model only.

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Should I save the paperwork and packing material that I received with my order?
For your protection, we recommend that you save the paperwork and original box and packing materials that you receive with your order until your equipment warranty has expired. Your invoice (electronic or hard copy) is proof of purchase for warranty service should you need it. In addition, some products, if defective, cannot be returned without the original box.

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How do I return a product?
Please click here to obtain a Return Authorization Number (RMA#) and request a Return Shipping Label. You can choose to have your return label emailed to you (a printer is required) or to receive it in the mail. Please note that your return will not be accepted without an RMA#.

Pack Carefully:

All Returns and Exchanges must be double boxed (the manufacturer’s box must be inside of another box designed for shipping). Please pack the product in its original packaging with all original contents and use the original shipping carton and packing materials if possible. A safely packaged and complete return is less likely to incur a damage or restocking fee.

If your item(s) was shipped via UPS:
Attach Your Return Label:
Please cover or remove old shipping labels and tracking numbers and securely affix your Return Shipping Label to your package.

Give The Package To UPS:
Please give your package to any UPS driver or take it to any UPS drop-off location. For the location of the UPS office nearest you, please call 1-800-742-5877 or visit www.ups.com.

If your item(s) was shipped via specialized freight carrier:
Once you have obtained a Overtureav.com RMA#, you will be contacted by a representative from our freight carrier to schedule arrangements for a pick-up. You must be present at the time of pick-up. Failure to do so will result in a failed pick-up attempt and you will incur additional charges.

Once your return item has been shipped, you will receive a Return Shipping Confirmation Email with tracking information.

Please see our Return & Exchange Policy for more information.

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How long does it take for a return to process?
Returns and exchanges meeting the conditions outlined above will be processed within 5 business days following receipt*. Your refund will be credited back to the original method of payment. If you paid with a gift card, a new gift card will be issued for the amount of the credit and mailed to your billing address. It may take up to two billing cycles for the credit to appear on your monthly credit card statement.

*Exchange processing times may vary depending on availability.

 

How will I know if you have received my return?
You can track the return of your package using the tracking number provided on your return shipping confirmation email and calling UPS at 1-800-742-5877 or visiting their website at www.ups.com. 

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I bought an item from your website, can I return it to your retail store? For the convenience of our local customers, merchandise ordered online may be returned to one of our retail showrooms. Please package all materials as requested above and have your invoice with you. Please note that orders returned to one of our retail locations still require an RMA#. Click here to obtain an RMA#. In-store returns are accepted Monday through Friday only. Please do not bring any returns in on Saturday, as they will not be accepted.(Send info on this page to This email address is being protected from spambots. You need JavaScript enabled to view it.)

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Need to return something?
If it's defective or damaged, please call 800-838-1812 for help.

Otherwise, please complete this form (click here) to obtain a Return Authorization Request. We'll get back to you within 24 hours with a return authorization number and instructions.

If you prefer immediate help, please call 800-838-1812 to Chat with a live Customer Support Agent. Phone lines are open 5 days a week. Customer Support chat is generally available from 9 a.m. to 4 p.m., Monday-Friday.

Please note: Products must be within our return policy (Link to 30 Day Money Back Guarantee under Shipping and Returns Policy) to qualify for a return. If we need further information, we may ask you to call to complete your return.

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