/Returns & Exchanges
Returns & Exchanges 2016-12-07T16:07:38+00:00

Returns & Exchanges


At Eagle Eye VR our engineers, spend countless hours traveling, building, designing, making cutting-edge technology. We want our customers to be completely satisfied with their purchases. If you are not pleased with your selection, you can return the item to EagleEyeVR.com according to the following guidelines:

VR Headsets & Cameras Return Policy

Stock VR Items
If you wish to change or cancel your Stock VR item, please contact Customer Service within 1 day of your order date to avoid a restocking fee. Upon receipt of your order if you are not satisfied, please contact us immediately and we will do our best to address your concerns. Eagle Eye VR reserves the right to charge a 50% restocking fee, in addition to the cost of return shipping. Stock VR cannot be returned or exchanged after 3 days of receipt.

Custom VR Items
If you wish to change or cancel your Custom VR order, please contact Customer Service within 1 day of your order date. After 24 hours, your custom VR order cannot be canceled or returned.

Arrival Dates

Eagle Eye VR does its best to assure merchandise arrives within the quoted delivery time frame. If an unforeseen delay oc¬curs, we will do our best to notify you in advance, however we do not provide monetary compensation for late delivery.

Delivery

Delivery services are available within the United States and internationally through International Checkout. All merchandise must be paid in full prior to delivery. It is the customer’s responsibility to inspect all items before signing the delivery acknowledgment form. Delivery fees are non-refundable.

Color & Finish

Due to the uniqueness and raw material used in some of our products, the color, finish and dye lot may vary on each item. In addition, exposure to light and temperature changes can affect the condition of your merchandise over time.

Storage

Completed orders held by Eagle Eye VR for more than 30 days are subject to a $175 monthly storage fee. Completed orders not picked up after ninety days are considered abandoned and will be resold. In addition, any deposit is surrendered.

Returning or exchanging delivered VR products

To arrange a return or exchange for a delivered VR item please call 1.800.865.2119.

VR Headsets and 360 Cameras must be properly packaged in the original shipping containers and packaging materials unopened. VR purchases cannot be returned to any Eagle Eye VR store location.

Refunds or exchanges for VR returns will be processed when the item(s) has been received in our Dallas warehouse. Please allow up to 3 to 4 weeks for your refund or exchange to process.

If your Stock or Custom VR arrives damaged or defective, contact Customer Service immediately at cs@eagleeyevr.com or 800.865.2119. In order to resolve your issue, we may ask for photos to help us determine the best course of action (e.g., repair, replacement parts or exchange). All claims must be made within 3 days of receipt.

For further information on our VR return policy on Curbside, Local, and Freight deliveries please call 1.800.865.2119 and speak to one of our Sales Specialists or Customer Service representatives during business hours.

Non-VR Merchandise

When accompanied by the original or gift receipt and in its original packaging*, regularly priced & sale merchandise can be exchanged or refunded within 30 days of purchase date. Original and special order art are not returnable.
*Merchandise returned without original packaging is subject to Eagle Eye VR approval based on selling condition and/or 75% repackaging fee. Shipping and handling fees are non-refundable.

Refunds

Refunds can be issued in the form of a gift card or processed back to the original method of payment. Original payments made by cash or check are refunded by company check from our corporate office within 30 business days of refund request.

Sale and Clearance Merchandise

Sale merchandise ending in .99 can be exchanged or returned within 2 days of purchase date. We cannot accept returns on any merchandise with prices ending .09 – .89 as these products are final sale clearance items.

Direct Ship Merchandise

Eagle Eye VR accepts exchanges and returns of direct ship items (in original condition, returned in original packaging and shipping box) within 2 days of receipt. Original shipping fees are non-refundable and a return shipping fee (and oversized charge, if applicable) is de¬ducted from all direct ship exchanges and returns. To process a direct ship exchange or return please contact Customer Relations at 800.865.2119

PayPal returns
• PayPal orders may be returned at any Eagle Eye VR store location for credit back to your PayPal account. Please allow 3-4 weeks for your account to be credited.
• Exact items can only be exchanged for PayPal orders.

Shipping Charges

Shipping charges, including Special Handling and any other related costs, are non-refundable for items purchased online. Please do not ship returns C.O.D. If you receive any portion of your order damaged, please contact us prior to returning the items. Eagle Eye VR will not reimburse you for unauthorized shipping expenses incurred. Please retain all shipping materials for FedEx pick up and or inspection.
If we request that you return the merchandise to us, we may reimburse you for return shipping expenses at our discretion. Eagle Eye VR may only reimburse you for the ground shipping expense that was charged for shipping the item(s) originally to you. We will not reimburse you for overnight, express or other special services used at your discretion.

How to make an accessory return or exchange

Follow these steps:
1. Complete the required information on the Return/Exchange Form, located on the back of the original packaging invoice.
2. If you wish to make a return or an exchange please indicate the following: tell us the reason why, and let us know what item you now desire by telling us the SKU, product description, and price of the new item.
3. Pack and seal your return securely in the original package if possible. Include the completed Return/Exchange Form. Packages must be returned prepaid. We recommend you insure all packages. Eagle Eye VR cannot accept C.O.D. deliveries.
4. Eligible returns made without a receipt will be issued an Eagle Eye VR Gift Card for the current value of the returned item(s).

Mail your package to:
Eagle Eye VR
Attn: Return Center
Dallas, TX 75219

International orders

All international orders and most domestic orders placed with Eagle Eye VR on www.eagleeyevr.com or via phone, fax or any other method are considered final at the point of shipping from Eagle Eye VR’s warehouse. No refund or exchanges. Eagle Eye VR offers no service for orders shipped outside of the United States. All vendor warranties are considered null and void without exception.
It is the purchaser’s responsibility to insure proper insurance coverage is available to cover loss or damage for orders shipped outside of the US.

Credits to your charge card

Credit card and PayPal refunds will only be credited to the credit card or account used on the original purchase. It will take 3-4 weeks from the date that Eagle Eye VR has received your return for your account to be credited. If you made a purchase using a check or money order, your refund will arrive in 3-4 weeks of receipt of your return. Orders purchased with an Eagle Eye VR Gift Card will have a new gift card issued for the value of the returned items.

Markdown Price Adjustments

We offer a one-time price adjustment if an item was bought at regular price and is marked down within 2 days of your order date (markdown price ending in .56, .69, .89, .17). Seasonal and holiday items are excluded.