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Online Shopping FAQs

Product Returns
What is PanasonicDirect's Return Policy?
What should I do to cancel an order?
How do I return a product?
Security
What are secure information systems?
Sales Tax
Why am I being charged sales tax?
What are Advance Recycle Fees?
Other
How can I check my order status?
How do I print an invoice?
What is a Pre-order?
Contact Us
How do I contact you about an order from the PanasonicDirect Online Store?
How do I contact you with a question about a Panasonic product feature or how to operate it?
Product Returns

What is PanasonicDirect's Return Policy?
If you are unhappy with the product you purchased directly from Panasonic for any reason, you can request a Return Authorization within 30 days (60 Days for a core trainer) of the receipt of merchandise for a refund. All returns are subject to a 15% restocking fee; we do not credit the original shipping cost, nor the return shipping cost. Return Authorizations are valid for 15 days from issuance. All returned merchandise must be in original factory condition, including all packaging materials, inserts and manuals, warranty cards (not filled-out) and all accessories. We will issue a credit to your credit card for authorized returns upon receiving and inspecting the returned product. Please allow eight weeks for your account to be credited. Returning a product without the proper Return Authorization will delay the processing of your credit.

Return Policy for Large Items Delivered by a White Glove Carrier

Panasonic Direct wants to make sure that you are completely satisfied with your purchase. However if there is a need to return a large item (delivered to you via a White Glove carrier) for any reason, you will be charged a restocking fee of 25% of the retail price plus shipping back to our warehouse. Your credit card will be credited the price of the product less these costs. Please contact us with your request.

Return Policy for Large Damaged Product

If your product is defective, damaged or incorrect product, contact Panasonic Direct (1-800-405-0652) within 30 days to request a Return Authorization. A return authorization number and return label will be sent to you via email. Panasonic will replace the product or issue a credit.

If after 30 days your product becomes defective, please follow the Warranty Policy included with the product.

PANASONIC CONSUMER ELECTRONICS COMPANY, A DIVISION OF PANASONIC NORTH AMERICA DISLAIMS ANY WARRANTIES, EXPRESS OR IMPLIED, ON NON-PANASONIC BRANDED PRODUCTS. WARRANTIES IF ANY ARE THE SOLE RESPONSIBILITY OF THOSE THIRD PARTY MANUFACTURERS.

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What should I do to cancel an order?
PanasonicDirect tries to pick pack and ship your order shortly after it is placed. That is why it may not be possible to cancel an order after it has been submitted. We will do our best to catch your order before it is shipped. However, once it is shipped we consider your order filled. If you can, please refuse delivery on your order. If you can not please follow the return procedures.
How do I return a product?
Please follow these three simple steps to return a product:

Step 1
Call us at (800) 405-0652 or email us with the information outlined below to obtain a return authorization number.

You must provide us with the following information:

  • Order Number
  • Date of Order
  • Ship-To Name and address
  • Bill-To Name and address (if different from the ship-to address)
  • Model Number
  • Quantity being returned
  • Reason for returning the product
  • Whether or not you have the original shipping packaging

If you have lost your record of the Order Number, call or e-mail us and we will research it for you.

A PanasonicDirect customer service representative will issue a Return Authorization Number and will give you further instructions. You will receive this information via e-mail if your request was by e-mail or by phone if you contacted us by phone.

Please keep the original packaging and accessories to return with the item.

Step 2
When you receive the Return Authorization Number:

  • Write the Return Authorization Number on the return label included with your original package.
  • Attach the return label to the outside of the shipping box.
  • If you do not have the return label, please write the Return Authorization Number in big, bold letters on the outside of the package.
  • Make sure you put everything in the original carton with all of the accessories, manuals, warranty cards and packing material.
  • Please make sure you put it in the original shipping box with adequate protection from shipping damage.
  • Ship returns to the address listed on the return label. DO NOT RETURN ITEMS TO THE ADDRESS ON THE ORIGINAL LABEL.

Step 3
As soon as we confirm receipt and inspect the product with all of the accessories, we will issue a credit to your credit card for the price of the merchandise, less the applicable restocking fee and shipping charges. Please allow eight weeks for the credit to appear on your account.
Please note: We can only refund shipping costs if the return is a result of our error.
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Security

What are secure information systems?
All Internet transactions with PanasonicDirect are performed on a secure server that encrypts your credit card information as it goes over the Internet. Our servers are kept safe by placing them behind firewalls and monitoring them with an enterprise wide intrusion detection system.

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Sales Tax

Why am I being charged sales tax?
PanasonicDirect has established "nexus" (is officially registered as doing business) in all 50 states and thus is required by law to collect all state and local sales taxes. The tax is computed based on the zip code of the shipping address. If there is no local sales tax in that zip code, no tax is collected. What about the Internet Tax Freedom Act? Didn't that make all sales on the Internet tax-free? Unfortunately, no.
The Internet Tax Freedom Act, recently extended for two more years, forbids taxes on

  1. a. Internet access, such as provided by Internet Service Providers such as AOL or MSN, and
  2. b. any ADDITIONAL ("multiple or discriminatory") tax over and above already existing sales taxes, that would be specifically aimed at on-line commerce.

Many people have incorrectly interpreted the Act as a ban on all taxation of Internet sales. This is not a true statement.
Federal and State law clearly require all retailers to collect tax where they are registered to do business (i.e. where they have established "nexus"). That is the point of section b) below. PanasonicDirect has nexus in all 50 states, and thus has to collect the appropriate State and Local tax in all 50 states. Obviously, some states have no sales taxes, and for those we do not collect any. The specific tax rate is determined by the location of the customer, specifically, where the merchandize is being shipped. Some e-commerce retailers have nexus in only one or a few states, and apply tax for delivery to those states only. Others may have been lax about collecting tax, a situation that is changing dramatically as states move aggressively to offset their current budget deficits. Please be assured that all taxes we collect are duly transferred to the respective state governments.

The actual language of the law is as follows: (The full text can be found at http://www.ecommercecommission.org/ITFA.htm

The Internet Tax Freedom Act

The Internet Tax Freedom Act (formerly known as S.442, now Title XI of P.L. 105-277, the Omnibus Appropriations Act of 1998), reproduced below, establishes the Advisory Commission on Electronic Commerce.

--------------------------------------------------

TITLE XI--MORATORIUM ON CERTAIN TAXES

SEC. 1100. SHORT TITLE.

This title may be cited as the "Internet Tax Freedom Act".

SEC. 1101. MORATORIUM.

(a) Moratorium.--No State or political subdivision thereof shall impose any of the following taxes during the period beginning on October 1, 1998, and ending 3 years after the date of the enactment of this Act--

(1) taxes on Internet access, unless such tax was generally imposed and actually enforced prior to October 1, 1998; and

(2) multiple or discriminatory taxes on electronic commerce.

(b) Preservation of State and Local Taxing Authority.-- Except as provided in this section, nothing in this title shall be construed to modify, impair, or supersede, or authorize the modification, impairment, or superseding of, any State or local law pertaining to taxation that is otherwise permissible by or under the Constitution of the United States or other Federal law and in effect on the date of enactment of this Act.

. What is required not to be charged sales tax?
Unless you are shipping to a state that does not collect sales tax, there is not much you can do. Only businesses or government entities that have resale certification or tax exemption can avoid paying sales tax. PanasonicDirect is for retail consumer customers. If you are buying for business or government use, please contact Customer Service.

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What are Advance Recycle Fees?
Certain states have established a collection and recycling system for designated electronic products. To help fund these systems, PanasonicDirect is required to collect an "advance recycle fee" when we sell such products and ship them to these states.

Covered products:
  • All CRTs with screen sizes greater than 4" and CRT containing products with screen sizes greater than 4"
  • All Plasma TV / TV monitors with screen sizes greater than 4"
  • All LCD TV / TV monitors with screen sizes greater than 4"
  • All laptop computers with LCD screens greater than 4"
  • All LCD containing desktop monitors with screen sizes greater than 4"

Funding: Materials contained in consumer electronic products are not sufficiently valuable to cover the cost of collection, shredding or dismantling and recycling. Thus California opted for an Advanced Recycling Fee (ARF) to be charged at the point of sale to fund its system. (ARF is referred to in the statute as a "covered electronic waste-recycling fee.")

  • TV Screens less than 15 inches: $8.00
  • TV Screens 15 inches but less than 35 inches: $16.00
  • TV Screens 35 inches or larger: $25.00
  • Laptop Computers, Screen size less than 15 inches: $8.00

For a detailed explanation, please refer to the following Website: http://www.erecycle.org/fee.htm

Other

How can I check my order status?
You can check the status of your order by clicking on "Customer Service", "Online Order Status". You will be required to enter your Order Number and E-Mail Address.

How do I print an invoice?
You can print your invoice by clicking on "Customer Service", "Need to Print An Invoice". You will be required to enter your Order Number and E-Mail Address.
What is a Pre-order?
When you see a "pre-order" button next to a model, it means you can place an order for that model from PanasonicDirect--even though it may not be in stock yet.

Shipping dates* will vary, depending on the model and when we expect to receive new inventory. To find the expected availability date for any given model, just click the "pre-order" button. When you reach the Shopping Cart page, you'll see our most recent shipping estimate under "Availability". If you wish, you can then go on to complete your purchase.

*All pre-order ship dates are approximate and are subject to change without prior notice.

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Contact Us

How do I contact you about an order from PanasonicDirect?
If you have any questions at any time about PanasonicDirect, or about your order, please contact us!

Call Toll Free: 800-405-0652
Monday - Friday, 8:00 am to 9:00 pm, EST
Saturday - Sunday, 10 am 7 pm, EST

e-mail: customerservice@us.panasonic.com

We welcome your comments and suggestions about how we can better serve you.

How do I contact you with a question about a Panasonic product feature or how to operate it?
If you have questions about the products themselves, how to operate them, or you want to speak with a person who can give you an explanation about the features, we have hundreds of well-trained customer service representatives eager to serve you at our customer call center. You can find out how to contact them from the Product Support section of our web site.