Shipping & Return Policies
Shipping: We strive to process orders as quickly as possible, but cannot guarantee a delivery or shipment time. If an order is received before 12 noon EST, we make every effort to ship that order the same day. Orders received after 12 noon EST, will likely ship the next business day. Delivery times are subject to each carrier’s policies. Please keep in mind that most carriers do not consider the pick-up day as part of the timeframe in their service. In addition, delivery services typically do not consider Saturday as a standard delivery day and may not distribute your package until a normal business day (defined as Monday-Friday). Refunds will not be given for shipments experiencing delays that occur due to adverse weather conditions, once in the custody of the designated shipping service. To prevent fraud, all orders are subject to verification and may be delayed or cancelled without notice. For international orders with shipment outside the United States, any and all import duties, fees, taxes, and additional courier charges beyond the cost of the original shipping charge are the sole responsibility of the buyer. Should delivery be refused, undeliverable due to "no such address", or redirected, return shipping fees and applicable charges will be assessed to the purchaser’s account before any refund.
1-Year Limited Warranty: All Gary Fong products are warrantied for quality and against defect in material and manufacturing for (1) year from the date of purchase. If a product fails due to a defect in material or manufacturing, it will be replaced with the same or similar item at the sole discretion of GFI during the warranty period. GFI will need a photograph of the damage, so please don't dispose of the item until we've had the opportunity to offer support. Additionally, a copy of the original purchase receipt will be required if the item was purchased from an Authorized Reseller and not directly from www.garyfongestore.com. In some cases the item may need to be shipped back to our warehouse, at the customer's expense, for further inspection and verification. Please contact Customer Service as indicated herein for warranty service. Please note, refunds are not available past the 31 day return/exchange period noted below.
Studio-To-Go Phottix Kits: The unique contents of each Studio-To-Go Kit will be processed in two shipments: (1) shipment containing the Gary Fong products and accessories, originating from our Wisconsin shipping facility and (1) shipment containing the Phottix products and accessories from a Maryland facility. Please allow 2-3 business days for processing orders for these kits.
Software/Media: Refunds are not available for software or multimedia products. If your product is defective, please initiate a Support Ticket at http://www.garyfongestore.com/customer-service, and we will provide you with the download link or replacement media. Save any defective media (e.g. CD/DVD) until you have received a replacement. Do not return defective merchandise unless instructed. Although the software is an instant download from our store, it is the user’s sole responsibility to backup the installation files and retain purchase records should a replacement download be needed from Customer Service. GFIP Holdings LLC. will not retain your software purchase records beyond (1) year from the purchase date.
Software Upgrades: When a new version of a software product is released, users who have purchased the software within the previous 30 days will be given a free upgrade. Users who have purchased the software within the previous year may be entitled to a discounted upgrade. Users are entitled to incremental upgrades (bug fixes, etc.) for a period of one year after purchase. Buyers are responsible for providing proof of purchase.
Customer Satisfaction and Return/Exchange Procedures: We stand behind all of our products and will gladly exchange any physical merchandise that: a) is damaged during shipping; b) we have shipped in error (eg. wrong product, quantity, or size); or c) you are not 100% satisfied with the quality of our products. This is our satisfaction guarantee to you! All returns must be accompanied by a receipt and no warranties/returns will be accepted from unauthorized resellers. Claims for incorrect or missing items must be made within 5 days of receipt by submitting a Support Ticket at http://www.garyfongestore.com/customer-service. Returns must be made within 31 days of purchase and accompanied by the original packing materials, accessories and shipping document. Returns are not accepted after 31 days. Shipping & handling charges from E-store orders are not refundable. You are responsible for all shipping costs related to the return or exchange of your order, unless sent in error, defective or damaged upon arrival. Refunds are only available up to 31 days from the original purchase date.
No item may be returned without a Return Authorization (RA) Number. To obtain an RA and additional instructions, contact Customer Support at 800-906-6447, weekdays 9:00 am until 5:00 pm (Eastern) (GMT-5). You may also obtain an RA by submitting a Support Ticket at http://www.garyfongestore.com/customer-service with your order number and all pertinent information. Once an RA number is issued, the returning shipment must be postmarked within 10 days of the issue date. Packages returned without a proper RA will be refused.