Nexttronics Frequently Asked Questions

Why does my order show "completed" when I haven't received it yet? Afer your order is shipped, and the tracking details are entered into our order processing sytem, the status changes to "completed". It should read "shipped" but this nomenclature is out of our control. The good news is that if it shows "completed" the order is on its way to you.

What is your telephone number? - We are a distributor setup to serve individuals and service companies who already know what they want or need before placing an order. We expect customers to have the part number (SKU) before they ever visit our site. We don't have the resources to handle the large number of calls requesting product information, part numbers, advice, etc. If you want to visit our site when you have this information, then we welcome your business. We do offer customer service and support through our web based communication platform. Visit our customer service page where you can do anything that you would need to do over the phone including: check price and availability, cancel orders, check order status, request return authorization report problems with your order,check refund or rebate status, RMA status etc.

I ordered something with one day shipping, where is it? As per our shipping policy customers are required to read before placing an order, most items ship within one to two business days. Also, as mentioned in our FAQ, orders take time to process. Please read our our shipping policy and check inventory before placing any order.

I don't know the part number (SKU), how do I find it? - Many parts are listed the catalog page in table format however, due to the large number of parts we sell, we cant do this for every part. Looking up part numbers in service manuals takes time. We will look them up for for a fee of $5.00 each. This fee will be rebated when the item is purchased. visit our Part Number Order page to make a request. We usually will respond the same business day during normal business hours.

How do I Search for a part or service? - From any page on the NextTronics site, there is a search tool at the top of the page. Enter your part number or description and then using the mouse, click on “Search”. If there are no results in the search results, you can contact customer service and request assistance.

Do you allow Local pickup? - Due to relationships with credit card processors, and in order to prevent fraud, all orders must be shipped to the “shipping address.” Therefore, we do not allow local pickup.

How do I check inventory? – We only offer real-time inventory for Sony parts. For other brands, contact customer service and submit your query. To check the inventory of a Sony part, use the search tool at the top of the page. Enter your part number or description and then using the mouse, click “Search.” In the search results, click on the part you are interested in. From inside the product page, you will notice a button to the left labeled “Inventory.” Click this button and wait for the results. Please be patient as it takes a few seconds to query our database.

Is it really in stock? Our inventory queries our database in real-time to check the inventory of Sony parts. If the item shows “In Stock” it really is in stock. If you need more than one, you should use our request quotation link where you can inquire about multiple quantities.

What does "Usually in Stock" mean? – Some parts come in and out of stock often and are stored in warehouses that are not linked to our inventory system. "Usually in stock" means that the item is most likely in stock but recent inventory hasn't posted to our database. It may also mean that the item is “In stock” but it is located in a warehouse that is not tied to our systems. This would include warehouses in Japan. Regardless the reason, if an item shows “usually in stock” plan on it shipping in 3-5 business days from the day the order is placed. If you need the part urgently and must have firm shipping information, you should contact customer service to get a firm ETA before placing expedited orders.

Where is the inventory tool? – The inventory tool is available for Sony parts. The tool is to the left of the product page. From any page on the NextTronics site, there is a search tool at the top of the page. Enter your part number or description and then using the mouse, click on “Search.” If there are no results in the search results, you can contact customer service and request assistance.

What are your shipping charges? Shipping charges start at US$8.95 for domestic shipments and US$18.95 for international shipments.

How long before you ship? - Due to the large number of orders we receive, most in stock items ship within 24 to 48 hours. We are not open on weekends so this must be taken into consideration. Please don't assume that the instant you press the order confirmation button that there is a UPS courier standing by to instantly put your product on their truck. Orders have to be processed which takes time. This includes puling your part from our warehouse, packaging, preparing shipping labels and finally pickup by the shipping courier.

Your shipping on multiple items seems high. How do I buy multiple items with out paying high shipping charges? Our web site is setup for customers that need to buy smaller quantities, i.e. 5 items or less. If you need to purchase multiple quantities, please issue a purchase order. We will quote your shipping charges on an individual basis.

I'm outside the US, how long does Regular Shipping take? - International shipping times vary. It ranges from very short, like a few days to Canada, to Longer, 5 to 15 business days or Longer to the UK and Europe. These times should be added to any processing time to get a good idea of when to expect your item. If you need is urgent, you may want to consider Express Shipping.

I bought a part number. How do I get a rebate? – When you place your order for the actual item, there is a comments section in checkout page. Enter your order number from the part number purchase in the comments form. When we process your order you will be refunded the $5.00 part number purchase the same day.

How do I check the status of my order? – To check the status of your order visit Order Tracking. Log in and check the shipping details. If there are no shipping details or tracking number, please visit the Customer Service Link and provide your email address, the order number, then check the “status” checkbox, and finally click “Submit.” A customer service associate will respond within normal business hours. Please do not make more than one inquiry to our Customer Service department per day. You may visit Order Tracking as often as you wish and the information shown is real-time. Submitting multiple customer service status requests may add additional delay as each inquiry is tracked by IP address and/or email and researched as they come in. Customers who abuse this service by submitting multiple inquires will be ignored and in some instances black listed from future purchases.

Why was my order cancelled? - Orders may be cancelled if there was a problem with the credit card or if the item is no longer available.

What if I get someone else's order? - if you get someone else's order, we apologize in advance however these things can happen. Visit the customer service page and provide your email address, order number select the Request RMA checkbox. Then complete the forms under “Wrong Item Received” including the forms, "part# I ordered", "part# I received" and "Order # received." Finally, click the “Submit” button.

What if I get the wrong part? – If you get the wrong part, visit the customer service page and provide your email address, order number select the Request RMA checkbox. Then complete the forms under “Wrong Item Received” including the forms,"part# I ordered", and "part# I received." Finally, click the “Submit” button.

What is the return policy? - Visit the return policy link to read the return policy.

How do I return something? – if you want to return something, visit the customer service link and provide your email address, the order# and select the Request RMA checkbox. Also complete the "Reason for RMA" checkboxes. When considering a return, please make sure you have read and understand our Return Policy. Once you are issued an RMA, visit the Return Policy page and follow the instructions at the bottom labeled Returning a part.

My order hasn't shipped, how do I find out why and when it will ship? - if you have followed the procedures to check the status of your order and there is no shipping or tracking information, visit the Customer Service Link provide your email address, the order number and check the “status” checkbox and then click “Submit.” A customer service associate will respond within normal business hours.

I was told my item is oversized. What does this mean? - Some of the items we sell are "oversized" and although the price for shipping is calculated during checkout, our processing department may contact you to notify you that the item is oversized and an additional freight charge may be due in order to process your order. This usually happens for large parts such as large bezels and diffusion plates. if this happens, you will be given the choice of paying the additional freight charge (approximate $80.00) or canceling the order.

I was told my item has a core charge. What does this mean? - Some of the items we sell have refundable core charges. These core charges may not be mentioned in the listings because our suppliers change their policy on cores frequently. If their supply level drops they may add a core return requirement to an item in order to retrieve the parts for refurbishment. In this instance you will be contacted to notify you of the core requirement where you will be given the opportunity to accept the core charge or cancel the order. if you decide to accept the core charge, we will refund it as long as you return the defective core within 30 days of delivery confirmation.

How do I cancel an order? - Orders may be canceled if the request is submitted before 9:00 am on the next business day the order was placed. Also they may be cancelled when on Back Order or if they were Out of Stock when the order was placed. Please visit our shipping policy for the different allowed scenarios and fees. To cancel. visit the customer service page and provide your email, order# and select the “Cancel” check box. At the bottom, click “Submit.” You will receive confirmation within 1 business day that your order has been cancelled or an explanation of the status of your order.

How long does it take to get a rebate? - We have to return the defective cores to our warehouse before a rebate can occur which can take up to 4 to 6 weeks. Please visit our Rebate Policy page for instructions.

I don't have an account on your site, how do I get one? There are two ways to setup an account. The first is to visit the Register link. The other is to purchase something.

I am a reseller, can I get a discount? - We offer resellers discounts to resellers who have faxed or emailed their reseller certificates to us (+1-512-692-6122). Resellers are also not charged state sales tax. Usually resellers are purchasing multiple items or large quantities, please use the Request Quotation link for this purpose.

How do I get a quote on multiple items? - Please use the Request Quotation link for this purpose.

How do I place a purchase order? - Purchase orders may be placed by resellers, government or corporate institutions. Purchase orders must include a PO number, the name of the firm, the “bill to” and “ship to” address. We also require Qty, SKU, Description, Price and Total details. PO's that are not completed properly will be rejected. PO's may be emailed to customer-service or faxed to +1-512-692-6122. Payment may be made by credit card or wire transfer.

Do you offer payment terms or Credit? - We offer payment terms to resellers, government and corporate accounts. Interested parties must submit a credit application and financial statements to customers-service or fax them to +1-512-692-6122.

Can I ship on my own account? - We will allow resellers, government or corporate institutions to use their own shipping accounts if they use the Purchase Order system. Individuals purchasing on-line may not use their own account.

What is the warranty period on parts? - Visit the warranty policy page for complete warranty information.