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How safe is my information online?
All credit card information processed through X10.com is sent to us encrypted via a secure server. We are the only ones who can decode your information. Additionally we thoroughly investigate the validity of all credit cards to protect against fraud. For your protection, all orders must pass our comprehensive fraud check and verification of your billing address before being shipped.
Orders placed through X10.com are encrypted; using SSL Technology, information sent via the Internet is encrypted to protect access to communications and transactions. It is important for you to guard against unauthorized access to your computer. Be sure to sign off when finished using a shared computer.
Phone orders also go through the same secure process when we place an order for you.
If you feel uncomfortable with buying online, you can always place an X10 order by phone.
Simply call: 1-800-675-3044. |
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What is the “billing address”?
The billing address is the address to which your credit card bill is sent. Be sure to enter your name and billing address exactly as they appear on your credit card statement. We verify this address to prevent fraud. Any variations could delay your order.
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What if this is an International Order?
CANADIAN ORDERS:
For the fastest and most economical service, we ship all Canadian orders from our fulfillment center located just outside Toronto. Canadian customers, therefore, are free from all duties and customs fees. Canadian customers are responsible for applicable Goods & Services Tax (GST) of 5% which will be automatically added to the order (GST Number: 87660 1113 RT0001). The estimated delivery time for Canadian orders is as 2 to 7 working days depending on the province.
INTERNATIONAL ORDERS:
X10 does not ship to addresses outside of the United States and Canada, with the exception of APO/FPO addresses. For APO/FPO deliveries we use the United States Postal Service.
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What types of payment do you accept?
For your convenience, we accept the following forms of payment.
    
Credit Cards: VISA, MASTERCARD, AMERICAN EXPRESS, DISCOVER and PayPal
Sorry, but we do not accept personal checks, cashiers check, C.O.D., wire transfers, money orders or other forms of payment.
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How do you calculate Sales Tax?
Sales tax is only added to orders shipped within the states of Nevada, New Jersey and Washington. The sales tax rate varies based on the billing zip code you provide for your order.
Orders to Canada will have a 5% Goods & Services Tax (GST) added to the order (GST Number: 87660 1113 RT0001). All prices shown on X10.com are is U.S. dollars.
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How will I know you received my order?
You will receive an order confirmation via e-mail shortly after you submit your order. If you do not receive this within several hours, contact our Customer Service department at (800) 675-3044.
Additionally, you can check your shipping status at anytime with the link we provide to you in your order acknowledgement email or by clicking here and completing the Order Information Request Form.
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Can I change my order after its submitted?
We strive to prepare and ship your order in the most efficient and fastest manner possible. As a result, there is a small window of opportunity to actually change an order. If you need to change or cancel an order, please call us at 800-675-3044 and we will try to help you, providing your order has not already been processed. DO NOT e-mail us because we may not be able to change your order in time
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Can I cancel backordered items?
When you receive your order, your invoice will list any back ordered items and their expected arrival date. Additionally, providing we have your current e-mail address, you will be notified of your back order status.
If at any time you want to cancel your back order, just contact one of our customer service representatives at support@x10.com or (800) 675-3044. Make sure to include your order number in your e-mail.
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When will my back ordered items ship?
When you receive your order, your invoice will list any back ordered items and their expected arrival date. Please understand that in some cases, back ordered items may be discontinued and are no longer available.
You can request an update on your order status by clicking here and completing the Order Information Request Form
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What are your policies regarding product information and pricing?
PRODUCT INFORMATION AND PRICING
At X10.com we sell thousands of brand-names products you know and trust. We have made a conscientious effort to accurately display and describe all of these products. Furthermore, X10.com is constantly improving this information and adding products. In rare cases, information that we have been provided by our distributors may have been corrupted, contain typographical errors or be priced inaccurately. Consequently, X10.com cannot and does not guarantee the accuracy or completeness of all the information, including prices, product images, specifications and availability.
For additional questions about product information and pricing, please call X10 at 1-800-675-3044.
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What is your policy on acceptance of orders?
ACCEPTANCE OF ORDERS:
Your receipt of an e-mail or other form of order confirmation does not guarantee our acceptance of your order, nor does it constitute confirmation of our offer to sell. X10.com reserves the right at any time after receipt of your order to accept or decline your order for any reason. X10.com further reserves the right any time after receipt of your order, without prior notice to you, to supply less than the quantity you ordered of any item. Your order will only be deemed accepted by X10.com upon shipment of the products that you have ordered. We may require additional verifications or information before accepting any order.
X10.com reserves the right to refuse or cancel any order placed for products that have been listed at an incorrect price, rebate or refund, or containing any other incorrect information or typographical errors. X10.com shall have the right to refuse or cancel any such orders whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is canceled, X10.com shall immediately issue a credit to your credit card account in the amount of the charge.
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Details for a return or exchange?
If Your Return does not qualify!
In the event that the product you are returning does NOT meet the requirements described in this document, we may photograph the merchandise and packaging and prepare a detailed summary of our determination to deny the return. The merchandise may then be returned to you. Please call us at X10.com to discuss alternative resolutions for difficulties with products not qualifying for return or exchange.
ALL RETURNS ARE CAREFULLY INSPECTED UPON RECEIPT!
All returned packages will be thoroughly inspected in accordance with our published INSPECTION CRITERIA, and a determination will be made if eligibility requirements are met for credit, replacement, exchange or repair. Please be sure to follow these guidelines to avoid any delay or denial of processing your return. Returns processing may take up to 5 business days from the time your return is received.
Any discrepancies in our found Inspection including, but not limited to, the following list will result in the package being returned to the customer and credit or replacement will NOT be issued. The following criteria will be followed in rejecting returns and refusing credit:
- Products which are improperly packaged
- Products returned in non-qualified shipping container
- Packages affixed with counterfeit label(s) or affixed with labels exhibiting tampering
- Products with any standard certification labels removed (UL listing, capacity, brand name, UPC code)
- Products or packages with barcode label removed
- Products with SERIAL NUMBER which does not match SERIAL NUMBER on package or invoice (X10.com maintains serial number tracking)
- DAMAGE: Cracked components or damage to any circuit boards
- DAMAGE: Any dents, scratches, defacement or abuse of base casting
- DAMAGE: Torn or punctured tape seals
- DAMAGE: Loose, damaged or removed screws/fasteners
- Product Categories: CPU’s, notebooks and other items so labeled with a security seal will not be accepted for return
Credit Processing
Your credit, or replacement, will be processed once we have received your return at our returns facility, and we have verified that that all these conditions have been met. It may take up to 30 days for you to receive your credit. You can help ensure that your credit is received as quick as possible if you carefully follow all of these instructions.
What if the wrong product shipped, lost package, ms-delivered, damaged in transit
1. A claim must be filed for all lost UPS and FedEx packages, as well as any shipments by common carrier.
If the tracking info says it was delivered, credit must wait until the carrier does its investigation.
If tracking shows it was never delivered, or delivered to a wrong address, the credit may be issued as soon as the claim is filed.
2. No claim can be filed for lost USPS packages if tracking is not used.
If USPS tracking shows that the package was not delivered, the credit may be issued.
If tracking says the package was delivered credit can only be approved by the sales or customer support manager.
3.Damaged in transit packages should be refused by the customer, but this is not always practical.
A claim must be filed with the carrier and once the package has been retrieved by the carrier the credit can be processed.
4.Wrong shipments can be credited once the incorrect product has been returned & received.
Software And Consumables
SOFTWARE, CDS, DVDS, VIDEO GAMES, AND CONSUMABLES (TONER CARTRIDGES, INK CARTRIDGES AND DIGITAL MEDIA) ARE NOT RETURNABLE.
Rebates
Products offering mail-in-rebates are non-returnable to X10.com once the rebates have been filed for. Be sure that the product is working and that you intend to keep the product before filing for rebates. Products missing UPC codes from the box are also NOT returnable and will be REJECTED or subject to a restocking fee. If you have any questions please call us at X10.com BEFORE removing the UPC code from your product.
Miscellaneous
All returned merchandise must be in the original packaging including manuals, accessories, cables, etc. with the Return Authorization Number (RMA#) clearly printed on the outside of the package.
Return requests must be made within 14 days of the receipt date.
X10.com shall have sole discretion as to the credit method. We may issue a credit, ship a replacement product, exchange or we may repair the item and return it to you.
Review the list of manufacturers, at the bottom of the page, that require you to contact them directly to return product, get a repair or discuss a warranty issue.
All free items must be returned together with purchased items in order to receive a full refund.
Any shipping and/or handling charges on the original order cannot be refunded.
At our discretion, we may levee a restocking fee of 15% of the cost of items returned.
Any vouchers or gift certificates earned by a returned order will be voided, and the voucher amount will be charged to any order to which it was applied.
X10 WTI is not responsible for shipping costs or damage on returned items. Units to be returned should be packed carefully.
Please be advised that packages sent by normal US Postal Service cannot be tracked to ensure delivery. Since X10 WTI cannot provide credit for a return without confirming its receipt, we recommend that you use a delivery service that can be tracked and or insured.
Please review the Checklist we have prepared for you before you attempt to return any products.
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When can I return or exchange an item?
All orders from X10 Wireless Technology Incorporated (X10 WTI) may be returned within 14 days for a full refund with the exception of the products that must be sent to the manufacturer: Compaq, IBM, Hewlett Packard, Panasonic, Shure, Denon, Toshiba, Epson, and more.
In order to return or exchange (under the warranty guidelines described below) all or part of your order, you must contact us for a Return Merchandise Authorization number (RMA#). Call toll free (800) 675-3044 to obtain an RMA# from an X10 representative.
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Product Exceptions To Return Policy?
All oversize televisions (27 inches and larger), LCD or Plasma Screen TVs and Monitors may not be returned to our company.
Be advised that the following responsibilities are yours upon taking delivery of your oversize television:
- You must carefully inspect the box your TV comes in before the shipper leaves your premises.
- If you discover damage, or an incorrect item, refuse delivery.
- The shipper will return the oversize TV and we will credit your order.
- You must sign the shipper's release form (if you are an adult) to complete the delivery process.
Your signature acknowledges that you understand this Special Return Policy, and the condition of the TV meets your expectations, and you understand that you cannot return the TV to our company.
After you accept the TV, and you have an issue, you must contact the manufacturer directly and check any applicable warranty you might have.
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Your Checklist to return or exchange an item?
- STEP 1: Choose your product type:
A. Is your product X10 Branded or,
B. Non-X10 Branded product
- STEP 2: Acquire a Return Authorization Number:
A. X10 Branded product category:
Non-defective returns
i.must have a valid Return Authorization Number (RA#),
ii.must be requested within 7 days of receipt of the product,
iii.must be received at our fulfillment centers within 14 days of receipt of the RA#
iiii.must include all parts, packaging, and instructions/manuals,
iv.must have an intact UPC barcode on packaging,
vi.is subject to at least a 15% restocking fee, or refusal of credit if above conditions are not met.
Defective returns
i.must have a valid Return Authorization Number (RA#),
ii.must be requested within 7 days of receipt of the product,
iii.must be received at our fulfillment centers within 14 days of receipt of the RA#
iiii.must include all parts, packaging, and instructions/manuals,
iv.must have an intact UPC barcode on packaging,
vi.is subject to at least a 15% restocking fee, or refusal of credit if above conditions are not met.
- Prepare your return for shipment
a. Please pack your return carefully to avoid damage in transit
b. Clearly mark the RA# on the outside of the package.
c. Pl ace a copy of the RA# document inside the package.
d.Ship the product back to the address provided in the RA document. Shipment to an alternate address may delay or prevent credit processing.
e. Please select a shipment method that provides for shipment tracking, including proof of delivery. In the event of a lost shipment this will help us find the package and process the credit.
- STEP 2: Acquire a Return Authorization Number:
B. NON-X10 Branded product category:
1. TVs, Video Furniture, Projection Equipment;
a. All LCD, Plasma, rear projection TVs and all tube TVs 20” and over are non-returnable for any reason. Any defects must be handled with the manufacturer under the manufacturer’s warranty provisions.
b. All TV products in this category must be inspected before acceptance of delivery. Any damaged product must be refused. Once delivery is accepted no returns to X10 are allowed.
- 2. Selected Brands (regardless of category)
a. Due to manufacturer requirements, selected brands of merchandise can not be returned to X10, and must be returned to the manufacturer. If your product brand is on the manufacturer list at the bottom of the page, please contact them to return product, get a repair or discuss a warranty issue.
b.List of Manufacturers are located at the bottom of the page
c. All other non-X10 branded products returns follow this procedure:
Non-defective returns
i.must have a valid Return Authorization Number (RA#),
ii.must be requested within 7 days of receipt of the product,
iii.must be received at our fulfillment centers within 14 days of receipt of the RA#
iiii.must include all parts, packaging, and instructions/manuals,
iv.must have an intact UPC barcode on packaging,
vi.is subject to at least a 15% restocking fee, or refusal of credit if above conditions are not met.
Defective returns
i.must have a valid Return Authorization Number (RA#),
ii.must be requested within 7 days of receipt of the product,
iii.must be received at our fulfillment centers within 14 days of receipt of the RA#
iiii.must include all parts, packaging, and instructions/manuals,
iv.must have an intact UPC barcode on packaging,
vi.is subject to at least a 15% restocking fee, or refusal of credit if above conditions are not met.
- Prepare your return for shipment
a. Please pack your return carefully to avoid damage in transit
b. Clearly mark the RA# on the outside of the package.
c. Pl ace a copy of the RA# document inside the package.
d.Ship the product back to the address provided in the RA document. Shipment to an alternate address may delay or prevent credit processing.
e. Please select a shipment method that provides for shipment tracking, including proof of delivery. In the event of a lost shipment this will help us find the package and process the credit.
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Return to a Manufacturer.
This a list of the Manufacturers that you must contact to return product, get a repair or discuss a warranty issue:
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Got other questions?
If you still have questions, just give us a call at 1-800-675-3044. If you have already placed an order, the best place to get answers fast is by completing our by Online Order Request form. This form is the quickest means of getting answers about order status or tracking information.
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