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Customer Shipping Information

Audio Video Service Labs & Kenwood Service Center, East is pleased that you have chosen us as your repair facility. Please read the enclosed instructions carefully, as they should answer most of your questions.

METHOD OF SHIPMENT

Pack your product carefully, insure it for replacement value, and ship to us via UPS. We have found this to be the fastest, safest & most economical method of shipment for the products we service. We do not sell product and are unable to provide assistance concerning the replacement value of your product. The repaired unit will be returned to you via UPS. If you choose to ship a product via the US Postal Service and it arrives improperly packed or with a damaged box, we will refuse the product so it can be returned to you for a possible damage settlement with that carrier.

METHOD OF PAYMENT

We accept two methods of payment: (1) Credit Card, & (2) UPS COD.

COD INSTRUCTIONS: If you wish to pay by COD, our UPS computer will e-mail you with the COD total on the day the product ships. You should then obtain a Money Order or Certified Check made payable to us, which you will give to the UPS driver when he delivers the product. We do not accept personal checks & UPS does not accept cash. COD customers should include in their shipment to us a deposit money order of $30 for car stereo products and $35 for home audio products. Your deposit will be credited against your repair total.

CREDIT CARD INSTRUCTIONS: We accept Visa, Mastercard, Discover & American Express: (1) if you provide signed permission to charge the repair to your credit card and (2) if the credit card billing address you provide to us matches the billing address in Visa / Mastercard's computer system. Please print our credit card authorization form which you may complete, sign & enclose in the box with your unit. If the billing address you provide to us does not match the billing address in Visa / Mastercard's records then we will return the product to you UPS COD. Please do not ask us to make repeated re-try's for credit card authorization. Assure that the information you furnish to us is correct & readable the first time. We do not accept 3rd party credit card transactions. We do not accept DEBIT / CHECK cards on mail order transactions, even if they include a Visa or Mastercard logo.

PACKAGE ENCLOSURES

In the box with the product include the following: (1) a letter giving us a description of the failure. Please let us know if the failure is intermittent, temperature related, or specific to any particular band or mode. In that letter include your name, street address, city/state/zip, daytime telephone, & e-mail address. Please type or carefully print your e-mail address. (2) If the unit is still within the manufacturer's warranty period please include a photocopy of your purchase receipt. (3) Do not send your owners manual, power plug, trim ring, sleeve, hand microphone, antenna, batteries, or unit accessories, unless you feel they are a part of the problem and/or defective.

WARRANTY REQUIREMENT

The manufacturer will not allow us to perform warranty service without a valid purchase receipt. If you do not have a receipt or feel that the manufacturer should extend your warranty period, you should contact the manufacturer prior to shipment and request an authorization and/or warranty extension. Manufacturer telephone numbers are included in our Warranty Manufacturer section. You may enclose that authorization in lieu of a purchase receipt. You may also ask the manufacturer to fax the authorization to us at 757-340-6809. If you choose this option please indicate the same to us in the note you enclose in the box with your product.

  • CAR STEREO CD/AMP: If your unit is no longer within the manufacturer's warranty, we will repair and return your product if we can perform the repair for $95 or less, plus shipping. If we feel the repair will exceed this amount we will e-mail you with a repair estimate. If you decline the repair there is a $35 diagnostic fee plus return shipping/handling. If you plan to pay by COD, include with your unit a $30 deposit in the form of a Money Order. If the product has removable safety locks, please reinstall them before shipping. Do not attempt to remove any jammed CD's before shipping. Those will be safely removed here and returned to you with the repaired product.
  • CAR STEREO DVD/TV: If your unit is no longer within the manufacturer's warranty, we will repair and return your product if we can perform the repair for $115 or less, plus shipping. If we feel the repair will exceed this amount we will e-mail you with a repair estimate. If you decline the repair there is a $35 diagnostic fee plus return shipping/handling. If you plan to pay by COD, include with your unit a $32 deposit in the form of a Money Order. If your problem is specific to only certain DVD's, please send a few of the problem DVD's.
  • CAR STEREO EQ/CASSETTE: If your unit is no longer within the manufacturer's warranty, we will repair and return your product if we can perform the repair for $75 or less, plus shipping. If we feel the repair will exceed this amount we will e-mail you with a repair estimate. If you decline the repair there is a $35 diagnostic fee plus return shipping/handling. If you plan to pay by COD, include with your unit a $30 deposit in the form of a Money Order.
  • HOME STEREO / DVD: If your unit is no longer within the manufacturer's warranty, we will repair and return your product if we can perform the repair for $95 or less, plus shipping. If we feel the repair will exceed this amount we will e-mail you with a repair estimate. If you decline the repair there is a $35 diagnostic fee plus return shipping/handling. If you plan to pay by COD, include with your unit a $35 deposit in the form of a Money Order. If your receiver will not communicate with the remote, the problem is usually in the unit. Please ship the receiver and the remote. If your system is a multi component system connected by ribbon cables, please send the component with the problem and the component that plugs into the wall. If your problem is specific to only certain DVD's, please send a few of the problems DVD's.
  • VCR: If your unit is no longer within the manufacturer's warranty, we will repair and return your product if we can perform the repair for $85 or less, plus shipping. If we feel the repair will exceed this amount we will e-mail you with a repair estimate. If you decline the repair there is a $35 diagnostic fee plus return shipping/handling. If you plan to pay by COD, include with your unit a $33 deposit check in the form of a Money Order. If the problem is specific to only certain cassettes please send a few of the problem cassettes.
  • AMATEUR RADIO - HF / AMPLIFIER: If your unit is no longer within the manufacturer's warranty, we will repair and return your product if we can perform the repair for $150 or less, plus shipping. If we feel the repair will exceed this amount we will e-mail you with a repair estimate. If you decline the repair there is a $25-35 diagnostic fee plus return shipping/handling.
  • AMATEUR RADIO - HT / MOBILE: If your unit is no longer within the manufacturer's warranty, we will repair and return your product if we can perform the repair for $100 or less, plus shipping. If we feel the repair will exceed this amount we will e-mail you with a repair estimate. If you decline the repair there is a $25-35 diagnostic fee plus return shipping/handling. Unless you feel they are a part of the problem, do not sent your antenna, hand mic, speaker mic, or battery.
FIELD SERVICEABLE PRODUCT

Not all electronic products are field serviceable. These products vary from manufacturer to manufacturer and can include items such as: car alarms, car speakers, and navigational equipment. The same rules don't apply to all manufacturers. If you have any question as to whether your product is field serviceable, please contact us by return e-mail with your product's manufacturer & model number. If a non field serviceable product is shipped to us, it is returned to your for shipping charge only.

SHIPPING ADDRESS:

Audio Video Service Labs
829 Lynnhaven Pkwy Ste. 128
Virginia Beach, VA 23452
(757) 340-7143
(757) 340-6809 (FAX)

Kenwood Service Center, East
829 Lynnhaven Pkwy Ste. 130
Virginia Beach, VA 23452
(757) 340-1702
(757) 340-6809 (FAX)