Customer Service

Shipping and Returns

Mobile-Shield offers a 30-Day Satisfaction Guarantee on all items purchased from our website.

The Guarantee is good for a 30-day period from the date you receive the products. The Guarantee covers defects in materials or workmanship. The Guarantee does NOT cover normal wear and tear or damage due to mishandling or shipping cost. Products covered by this Guarantee will be repaired, replaced or refunded at Mobile-Shield discretion. It will take any where from 72 hours to a week from the time Mobile-Shield received the product return.

If the carrier damaged your product you should make the appropriate claim with the carrier, as soon as is possible.

To use our Satisfaction Guarantee program, create a support ticket with your order id and explain why you are not satisfied. Once reviewed by our staff you will be issued a return authorization number if you are still within the return period.

Credit & Returns

Returns Shipping

Who pays for shipping on a defective item?

Mobile-Shield is not responsible for manufacturer defects. We are not manufacturers. Since we are not the manufacturer we split the shipping cost with the customer. The customer pays for shipping to Mobile-Shield and Mobile-Shield pays for the shipping back to you. Similar to a walk-in store, XYZ Store will not send a driver or courier to your house to pick up a defective item you bought in their store. They will not reimburse you for your time and gas money spent to drive back to the store either. However, Mobile-Shield will use every good measure we have to ensure that you will be able to get the item replaced promptly with as little hassle as possible.

Return Merchandise Authorization

Must I have a RMA# in order to return a product to Mobile-Shield?

Yes. You must obtain a Return Merchandise Authorization (“RMA”) number within our Return or Warranty policy period. We will not accept returns without prior authorization and an RMA number. Once issued, RMA numbers are valid for 15 days within which Mobile-Shield must receive return products. RMA numbers will not be extended or reissued. Customer should prominently display the RMA number(s) on the shipping label of boxes containing the returned product.

Can I exchange my RMA item for a different item?

No. We do not exchange RMA items for different items. We replace an item only with the exact same item type. If the warranty period for a refund has not been exceeded, an RMA request for refund can be placed online and then the new item can be purchased (also online) and the RMA item will be refunded when received. View this as an exchange.

How does a refund get applied?

The refund is always issued back to the credit card or paypal used on that order.

How long before I see my credit?

It takes us approximately two business days to process a credit back to your credit card and about 2-3 business days for it to appear on your statement.

I got an e-mail that says the order number of the RMA item I sent in does not match the order number of the item I was sent from Mobile-Shield.

We keep order numbers on all products every step of the way in our warehouse. Sometimes we find a customer has inadvertently returned an item that does not belong to Mobile-Shield. In such a case, the item in question will be returned to the customer with a request to send the correct item, customer is responsible for all shipping charge for sending the wrong item back.

After you receive my RMA I get an email saying the item is no longer available or backordered? If an RMA item is found to be on backorder and we cannot obtain the item, you will be notified by email and the backordered item will be refunded as a worst case situation. We try to contact every customer in this case and make sure they are happy with another replacement item or refund amount.

RMA Types

RMA refund: You want to return the item for refund. You will be charged 15% restocking fee and shipping is not refundable (within 30 days of original invoice date) all original packaging must be accompany the product.

RMA repair: You want to send an item back for replacement (Items older than 90 days maybe replaced with repaired items.)

RMA Status

I have sent my return merchandise in but I do not see that it has been received?

If you sent your RMA with a tracking system, check that first to make sure it has been received. It takes one to two business days for an RMA to process once we do receive them. Sometimes it is conceivable that we have the RMA but it has not been processed in the warehouse yet so no information is available. If your tracking number confirms reception, give us a day to process the RMA and call us back.

I am sure you received my return merchandise but the online status does not show that Mobile-Shield has received it. Why?

It takes one to two business days for an RMA to process once we do receive them. Sometimes it is conceivable that we have the RMA but it has not been posted received in the warehouse yet so no information is available.

How do I get a status on my returned merchandise?

Fill out the form below and select submit, your inquiries will be automatically send to customer service depart for processing.

Credit

How does credit work? How is it applied? Is there store Credit?

The credit applied is always charged back to your credit card, less any freight and handling charge that may have been applied. We do not have store credit. We keep all accounts balanced. In the case of the initial order being paid by check or money order, we will issue a check for the refund amount, less any freight and handling charge that may have been applied. If we can help you in a timely manner, we will apply any due credit to another order.

How long before the credit is processed and I see it?

It takes us approximately two business days to process a credit back to your credit card and 2-3 business days for it to appear on your statement. After Mobile-Shield issues the credit, the rest of the process is out of our ability to speed up. At this point merchant services and your Bank determine how long before the credit posts in your account. This is normally 2 to 3 business days.

This is the exact process in reverse order as when any merchant charges your card. The customer will think there is an immediate withdrawal of the funds, but it is really only an authorized hold. Once merchant services and the merchant bank have processed the charge then the funds will appear in the merchants account. Again, the same time frame applies to the merchant. To learn more about this process visit Visa or MasterCard.

Restocking Fee

What about restocking fees? How much? When? Why?

There is a restocking fee of 15% on all returns for refund, unless waived by our Customer Support center. We are not responsible for manufacturer defects. We are not the manufacturers. We are willing to replace a defective item. If a refund is requested instead of a replacement we will charge a 15% restocking fee. Why? Claiming “defective” is the easy way out of a restocking fee just because you don’t want the item. If it’s defective we will replace it (RMA type repair).

Jukebox Stations can be returned, but must be returned in original packaging. A 15% re-stocking charge will be applied. This is a bulky and heavy items, No refund unless the unit have been received and check for damages.

Customer Support
Our staff checks email frequently. We value your business and all your inquiries are answered before the next business day. Please send us an email using the form below!