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Here you can find the answers to the most frequently asked questions regarding your order with the Denon USA Online Shop.
For additional support-related topics please see the categories to the left.
For assistance with your order from Denon Shop please contact us via phone at 254-230-1615 or email weborders@denonnj.com.
We accept the following credit cards: Master Card, American Express, Discover and Visa.
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The personal information you provide – including your billing information – is protected using Secure Sockets Layer (SSL) encryption technology. We use this technology to prevent your information from being viewable as it is transmitted over the Internet. The encrypted data goes to a secure site where your information is stored on restricted-access computers at restricted-access sites.
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In accordance with applicable law, Denon Shop collects tax in the following states: AZ, CA, IL, IN, MA, MI, NJ, OR, PA, WA. Sales tax is applied to the total amount of the order and is based on the shipment's destination state and local sales tax rates.
States that impose sales tax collection on Shipping & Handling expenses require that sales tax be applied to Shipping & Handling when the item that is being shipped is subject to sales tax.
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A confirmation email will be sent to you when your credit card is charged and your order is placed.
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A confirmation email will be sent to you along with the tracking number when your order is ready to leave our warehouse.
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You can check your order status by calling our customer service at (254) 230-1615.
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All our products are shipped via FedEx. Shipping and handling chargers are calculated during the checkout and are based on the weight of the package, your shipping address and whether this address belongs to a residence or a business. Certian shipping options are only availabe for residential or business addresses.
Once you start adding products to the shopping cart you will be able to get an estimate for shipping charges by using our online calculator.
Please note: FedEx Ground Delivery has a weight limit of 150lb. If the total weight of the items in your shopping cart exceeds that limit you will not be able to see FedEx Ground Delivery among the available shipping methods.
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We currently ship to the Continental US, Alaska, and Hawaii. Please note: we do not sell or ship internationally from bostonacoustics.com at this time.
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At this moment we are not able to ship to any military (APO/FPO) addresses.
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Most orders will typically ship within 2-3 business days. Please allow extra time for weekends and holidays as we do not ship during those times. There may be circumstances where there will be delays in shipment. When this happens we will do everything we can to ensure your order ships out as soon as is possible.
Please note that we cannot guarantee overnight shipping for orders placed after 2:00 pm EST
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Please note that all packages will require signature proof of delivery.
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We are not taking any back orders at the moment.
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If there is a problem and it is our fault, we will replace the product with the same or an equivalent model, and pay the shipping charges, or you can return the product — we will refund your money and will take care of the shipping costs.
“Our fault” means
- Wrong product shipped
- Product damaged upon arrival
- Product doesn’t work properly upon installation
Wrong Product Shipped
If a product you received isn't what you ordered
- If possible, refuse shipment from the carrier.
- Notify us by phone or email with the order number that you have refused shipment because of shipping damage.
- We will ship a replacement to you when the refused product is received in our warehouse.
- If you can’t refuse shipment, obtain an RA Number from our Customer Service Department
Our Customer Service Representative will provide you with shipping instructions.
- Return it postmarked within 30 days of the shipping date on your packing list.
- To The RA # must appear on the label of the box you ship back.
- It must be in new condition with all accessories, packing materials, warranty information, cards, manuals and any other inserts included.
- Upon receipt of the mis-shipped product, we will ship the correct item.
Shipping Damage
If the box is damaged when you receive it,
- Refuse shipment by the carrier and have it returned to us immediately.
- Notify us by phone or email with the order number that you have refused shipment because of shipping damage.
- We will ship a replacement to you when the refused product is received in our warehouse.
- If you can’t refuse shipment, obtain an RA # from our Customer Service Department
Our Customer Service Representative will provide you with shipping instructions.
- Return it within 30 days of the shipping date on your packing list.
- To The RA # must appear on the label of the box you ship back.
- It must be in new condition with all accessories, packing materials, warranty information, cards, manuals and any other inserts included.
- Upon receipt of the damaged product, we will ship the replacement.
Hidden Damage
If the product is damaged when you open the box
- Keep all the accessories, packing materials, warranty information, cards, manuals and any other inserts intact.
- Obtain an RA # from our Customer Service Department
Our Customer Service Representative will provide you with shipping instructions.
- Return it within 30 days of the shipping date on your packing list.
- The RA # must appear on the label of the box you ship back.
- It must be in new condition with all accessories, packing materials, warranty information, cards, manuals and any other inserts included.
- Upon receipt of the damaged product, we will ship the replacement.
Product Malfunction
If the product does not operate properly within 30 days of the ship-date,
- Please contact our Product Service department for product assistance. Many operating problems can be resolved without returning the product.
- If Prodict Service determines the product is defective, they will initiate the Return Authorization process with you.
If your product becomes defective after 30 days from shipment, please follow the Warranty Policy included with the product.
Dissatisfaction
If you are unhappy with the product you purchased directly from the D&M Direct website for any other reason, you can request a Return Authorization within 30 days of the receipt of merchandise for a refund. Please note: in this case, neither the original shipping cost, nor the return shipping cost are refundable.
- Obtain an RA # from our Customer Service Department
- e-mail weborders@denonnj.com, or
- call (254) 230-1615.
Our Customer Service Representative will give you the address of where to send the product.
- Return it within 30 days of the shipping date on your packing list.
- The RA # must appear on the label of the box you ship back.
- Purchased item(s) must be in new condition with all accessories, packing materials, warranty information, cards, manuals and any other inserts included.
- A refund will be issued when we receive and inspect the returned product
Please note: Denon does not accept returns or exchanges of Denon brand products purchased at other retailers. If you have an issue with a product bought at another retail store, please deal directly with that store.
Hints:
We need to match the box received at our warehouse with you, the customer service case number, and your order number in order to be able to process the return and credit your credit card. We do this with the RA #. Writing the RA number in big, clear letters on the box helps this process. Without it, your return process is slowed down considerably while we attempt to figure out which box belongs to whom.
Your shipping confirmation email contains all the information we need to research and identify your order. If you forward it to us with a description of your problem, it will expedite the return process.
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We can only cancel or change your order if it hasn’t shipped yet. If you need to cancel or make changes to your order, please call our Customer Service at (254) 230-1615.
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