Elite Screens accepts Purchase Orders in the following manner. No verbal PO’s will be accepted, no exceptions.

• Email at order@elitescreens.com
• B2B eCommerce site: www.eliteepo.com
• EDI (Electronic Data Interchange)

1. Ground orders:
   • Purchase orders must be submitted to preferably to order@elitescreens.com. No verbal POs will be accepted.
   • Purchase Orders for GROUND shipping service received by 5:00 PM (PST) are processed to be shipped from Elite’s warehouse within 2-5 business days
   • Refer to quarterly pricing table for rates on Ground shipping.
2. Expedited orders:
   • Purchase Orders for product with packaging dimensions of 108” and below requesting EXPEDITED shipping service such as NEXT DAY, 2nd Day &, 3rd DAY services shall ship same day if purchase order is received before the cut-off time of 9 am (Pacific Time). Refer to the quarterly pricing table for Next Day, 2 day and 3 day rates for product packaging dimensions 108” in length and below.
   • Purchase Orders for product with packaging dimensions over 108” in length require a minimum 24-hour notice per order.
   • Elite Screens will make every effort to process and ship all purchase orders to meet our policy, but cannot guarantee and cannot be held responsible for delays out of our hands. Such delays can include, but are not limited to: Changes to the order, Remote Area locations, Shipping carrier, Residential location, Weather, and Natural disasters. Expedited rates may change due to Remote Area locations and may not always arrive on time. Elite Screens is not responsible for carrier limitations, shipping delays and extra costs for remote areas.
   • Complete and accurate shipping address
   • Customer’s phone number
   • Correct model number
   • Residential Delivery must be specified if required on orders for items over 108” in packaging dimensions
   • Shipping method (ground, expedited)
   • S&H fee amount included for all Prepaid and Add shipping
   • If 3rd party shipping is requested, the 3rd party’s shipping account number and billing address should always be included on the purchase order OR authorized dealer, reseller, distributor must provide Elite Screens with a signed document authorizing us to always use all approved shipping carrier accounts. Elite Screens will not be responsible for filing 3rd party shipping claims.
   • Pricing on Purchase Order needs to be correct
3. Will Call orders: Projection screens are typically lengthy and bulky products. Will call customers should verify the length of the product first to make sure the vehicle has sufficient room.  Will call products are released at the warehouse’s door and it is the customer’s responsibility to load it to your vehicle.
   • “Will call” pick up orders at our facility need to be submitted one business day (24 hours) in advance to allow us time to process and prepare the order. DO NOT SEND CUSTOMERS TO OUR LOCATION WITHOUT PRIOR NOTICE OR BEFORE WE RECEIVE THE ORDER. We will not process or prepare an order without an official purchase order.
   • “Will Call” orders will be cancelled and the product will be put back to inventory if the order has not been picked up from our facility within 72 hours. If more time is needed please specify on your order or contact us before hand. A new purchase order will need to be submitted if the customer still intends to make the purchase.
   • Elite Screens is not responsible for following up on orders not picked up within the 72-hour period.
   • Elite Screens enforces a cutoff time for will call pick ups at 3:30pm (Pacific Time), Monday-Friday (excluding holidays). No will call orders will be released after 3:30pm.

• Notifications of cancelled orders must be sent to CancelPO@elitescreens.com. Please wait for a confirmation reply to acknowledge your request.
• AN ORDER CANNOT BE CANCELLED ONCE THE ORDER HAS BEEN PROVIDED TO OUR SHIPPING DEPT/WAREHOUSE.
• All Cancelled Shipped Orders (ground or expedited) are subject to a 25% Restocking fee Plus return shipping fees. See Return policy for details on how to request a credit.
• Freight charges are non-refundable

• Product that is non-damaged, opened, or unopened (factory sealed) may be returned within thirty (30) days from purchased date.
  
  • Unopened/returned without damage = Full credit (no refund on shipping costs )Open Box return – unused/unassembled with no missing parts and no damage = 25% restocking fee (no refund on shipping costs)
  Please note: For all CLR, CLR2, CLR3, StarBright CLR 16 related open box products/ no missing parts and no damage unused/unassembled = 50% restocking fee (no refund on shipping costs)
  • If Parts are missing from an Open Box return = restocking fee is 50%  (no refund on shipping costs)
  • If returned product(s) is (are) received in non-sellable condition (damaged/scratched/dented, etc.), credit will not be provided.
  • No returns are allowed after 30 days.
  • All returns must be shipped prepaid or will be refused. Elite Screens does not pay for return shipping fees.
• Refused shipments will be assessed an automatic 15% restock fee (to cover labor and material fees) plus Freight costs.
• All Returns require an RMA number. please submit a Return For Credit RMA at: Return for Credit Form
• All parts sales are final. Screen parts cannot be returned for a refund or exchanged for a different part. Elite Screens’ customer service agents can assist in the purchase of a part, but are not liable for any misconceptions. Parts are to be purchased at the customer’s own discretion.

• Standard freight charges are only meant to cover one-way standard shipping costs, and do not include additional handling fees or re-delivery charges.
• We do not ship to PO Boxes, APO or FPO addresses outside of the U.S
• We do not ship Internationally to end-users (except Canada)
• International shipping from business to business only if Reseller/Dealer/Distributor arranges shipping carrier pick up on their account
• All Price are FOB Elite Screens California Warehouse
• All S&H Subject to extra beyond point charge, Re-delivery charge, liftgate service, and special appointment delivery fee (example: school, hotels, military and government facility)
• All Ground and Express Shipments, Processing Time and Delivery Date are not a guarantee. Elite Screens is not responsible for any delays on shipments.
• 3rd Party shipping is subject to 15% invoice charge if 3rd party bill is rejected by freight/shipping carrier.
• Shipping Outside the continental U.S 48 states or International Orders (Canada only) are subject to increased shipping fees and it is the sole responsibility of the ultimate consignee for any duties, taxes, tariffs, brokerage fees…Etc.
• A shipping quote can only be given on orders consisting of 3 screens or more shipping to one location.
• A shipping quote can be requested on oversize product only if requesting Expedited Services, and not already listed on our standard pricing table.
• Shipping quotes are only valid up to 48 hours
• UPS Freight LTL will only pick up palletized freight shipments. All single-piece orders shipping on a customer's own UPS LTL freight account or on a 3rd party carrier requiring palletized shipments will accrue a $50 pallet fee.
• Once an order has left our warehouses and is in transit, it cannot be rerouted under any circumstances. This policy is in place to mitigate the heightened risk of shipping damages and losses that may occur during redirection.
  Please note that Elite Screens will not be held liable for orders that are misrouted due to incorrect or unverified ship-to addresses. We appreciate your cooperation in helping us maintain a smooth and reliable shipping process.

• Orders shipped outside of the United States require customs broker information to be provided before we can process and ship the order. Failure to do so may result in the shipment being held at customs due to the inability to clear the order.  Elite Screens is not responsible for return shipping, storage fees, or any other fees associated with the delay in the customs clearance process.

Please be advised that drop shipments delivered on a 3rd party shipping account are the sole responsibility of the accountholder, which in these cases are the resellers and distributors of Elite Screens’ products; this also pertains to freight shipments for consignment orders.  In the event that a package is lost or damaged, the accountholder of that particular carrier is responsible for filing the loss/damage claim.  All claims are compensated to the accountholder directly from the shipping carrier.  For the sake of a prompt resolution to a damage claim by the shipping carrier, it is advisable to make notations of the damages on the bill of lading and to retain the damaged product before filing a claim.

What is covered

• Warranty Coverage:
1. Elite Screens, Inc. ("Elite Screens") provides a warranty to the first retail purchaser of its products if bought new from an authorized dealer or reseller in the U.S. or Canada.
2. Standard Customers: The product is warranted against defects in workmanship and materials for 2 years from the original purchase date.
3. ENR-G® program for Educational, Non-Profit, Religious, or Government Organizations: The warranty extends to 3 years for products purchased directly by these organizations in the U.S. or Canada.
• Regional Coverage:
1. Customers in Canada, Hawaii, Alaska, and Puerto Rico are covered for parts and replacement screens at no charge.
2. Costs such as freight, taxes, and duties imposed by customs are not covered by the warranty.
3. Elite Screens cannot provide prepaid shipping labels (call tags) for locations outside the 48 continental U.S. states.
• Refurbished Products:
1. Refurbished products purchased directly from Elite Screens are covered for 90 days from the original purchase date.
• Proof of Purchase:
1. For warranty service, you must provide proof of purchase and the product's serial number.
2. Please check with your dealer for the specific warranty policy in your region, as it may vary.
• Policy Update (Effective 3/5/2015):
1. Elite Screens no longer ships replacement screens under warranty for LTL packages (over 108" in length) to Canada.
2. If you are in Canada and require warranty support, or if your screen was damaged during shipment, please contact your local distributor or reseller for service.

How to Get Service

If your product becomes defective during the warranty period, please follow these steps:

• Visit the Warranty Technical Support Request Form to submit a warranty claim.
• You will need to provide:
1. Proof of purchase.
2. The product's serial number.
3. A detailed description of the problem with your screen.
4. Videos and pictures

An Elite Screens representative will review your claim, determine if the product requires service, and provide you with further instructions on how to proceed.

Missing Parts Policy

• Reporting Within 7 Days:
  If your product is missing parts, Elite Screens will replace the part at no charge, including shipping and handling (US Only), provided that you report your claim within 7 days of receipt.
• Reporting Within 30 Days:
  If you report your claim after 7 days but within 30 days of receipt, Elite Screens will replace the part at no charge, but you will be responsible for the shipping and handling costs.
• Reporting After 30 Days:
  If you report your claim after 30 days of receipt, you will bear all costs associated with replacing the part, including shipping and handling.
• Canadian Customers:
  The warranty covers the replacement of missing parts. However, Canadian customers are responsible for covering the shipping costs, as well as any taxes and duties imposed by customs on replacement parts and screens.

Returns and Exchanges Policy

• Return Merchandise Authorization (RMA):
1. If you need to return a product, Elite Screens will issue a Return Merchandise Authorization (RMA) Number.
2. The RMA Number is valid for 15 days from the date of issue.
3. A valid and visible RMA Number is required for any returns to be processed.
4. Returns without a valid RMA Number may be refused.
• Return Shipping & Packaging:
1. You are responsible for the cost of returning the item.
2. Ensure the product is properly packaged to prevent damage during transit.
3. Improper packaging can seriously damage the screen and will void warranty coverage.
• Processing of Returns:
1. Upon receipt of the returned product, Elite Screens will, at its discretion, replace the product or part at no charge.
2. Replacement products or parts may be new or refurbished to Elite Screens' quality standards.
3. Replacement is subject to stock availability.
• Liability & Warranty Coverage:
1. Elite Screens’ liability for replacement will not exceed the original retail price of the product.
2. Replacement products and parts inherit the remaining warranty period of the original product.

What is not covered

• Warranty Limitations:
1. Non-transferable: This warranty only applies to the original purchaser and cannot be transferred.
2. Exclusions: It does not cover:
• Incidental damages (e.g., loss of time, use, or installation costs).
• Damage due to neglect, misuse, or abuse.
• Modification of the original product.
• Improper use or installation of non-Elite Screens products.
• Service by anyone other than Elite Screens.
• Abnormal environmental or mechanical conditions.
• Electrical issues, such as power surges, static, or natural disasters (e.g., lightning, fire, tornadoes).
• Warranty Repair Conditions:
1. Customer is responsible for shipping, customs fees, taxes, and duties.
2. Elite Screens may choose to repair or replace the product at its discretion.
• Freight Damage:
1. Elite Screens is not liable for freight damage unless the product was shipped directly from Elite Screens facility.
2. Freight damage must be reported to the vendor and carrier within 3 days of receipt. Failure to do so may result in you covering all costs.
• Legal Disclaimers:
1. This warranty is the only warranty provided and replaces all other warranties, whether express, implied, or statutory, including warranties of merchantability or fitness for a particular purpose.
2. Elite Screens is not responsible for any losses, inconveniences, or damages (including incidental or consequential damages) related to the use or inability to use the product, or loss of data or software.
3. Some states or jurisdictions may not allow these limitations or exclusions, so certain parts of this warranty may not apply to you.
4. This warranty gives you specific legal rights, and you may have other rights depending on your location.

International Warranty Policy

• USA and Canada:
1. Elite Screens provides warranty coverage only within the USA and Canada.
• International Warranty:
1. Warranty coverage outside of the USA and Canada is managed by Elite Screens' International Distributors.
2. For details on warranty coverage, terms, and conditions, please contact the Authorized Reseller or Distributor in your region.

Elite Screens observes the following Holidays and therefore will not process or ship orders accordingly.

1. New Year’s Day
2. Memorial Day
3. Independence Day
4. Labor Day
5. Thanksgiving
6. Christmas

Note: Thanksgiving, Christmas and New Year’s Eve may be limited for express shipments due to the shipping carrier’s schedule. Elite Screens is not responsible for this or any delays as a result of the shipping carrier’s schedule. We strongly urge that orders around holidays are received as early as possible to avoid common delays resulting in a higher influx of orders, possible weather issues and truck delays during this time.