Frequently Ask Questions
Q. How can I contact PTS?
A. To reach customer service, please email us at firstname.lastname@example.org, or call us at 812-676-1200 during the hours of 10:00 AM to 4:00 PM Eastern Standard Time, Monday through Friday. If we do not answer, please leave a voicemail and we will return your call within 24 hours.
Q. How do I purchase parts from PTS?
A. Purchasing is easy! Just enter the Part Number or Model Number in the search bar at the top of any page or browse via our categories or brand options to see if we have your part in our catalogue. Once you find the part, click on it to open the dedicated page for that part. There you will want to make note of the different Order Options which may be listed:
"New Part Order" is a brand new OEM part stocked by PTS and ready to ship.
"Buy from our Inventory" indicates PTS has a 'core' (an unrepaired unit) in stock, available to be repaired and shipped to you.
"Repair and Return" indicates that you can send your defective board to PTS for repair.
Q. How much will my order cost?
A. Each part has a USD price displayed in red font. Note this price will vary depending on the Order Type (New Part Order, Buy from our Inventory, Repair and Return).
Core charges will be noted and included in the sales price for certain items if you Buy from our Inventory. Core fees will be credited to the buyer upon receipt and validation of the Core at our facility.
Sales tax is applicable per State Law and will be added at Check Out.
Shipping charges will be added at Check Out, too, so there are no hidden fees.
Orders taken over the phone will be charged a $5.00 service fee.
There may be additional charges required for Repair and Return orders if specialty or non-stock component parts are required to complete the repair. If the Repair and Return part is received with Damage, this may result in additional fees beyond the original scope of work intended, for instance if shipping damage occurs, or the part has been impacted by a power surge or liquid. You will be contacted with a fee estimate in these cases, and any additional charges will be mutually agreed in writing before the completion of repairs.
Q. How do I check the status of my order?
A. If you created an account with us, you may view all pending orders via “Sign In” link in top right of the website page, then clicking on “Orders Status.” If you have checked out as a Guest, you will need to contact Customer Service at email@example.com.
Q. What does my Order Status mean?
Awaiting Fulfillment: Your order has been placed, but not yet actioned by PTS. Orders should not remain in this status longer than one business day.
Pending: For “Repair and Return” orders this status indicates that your order has been received, but PTS has not yet Received your part for repair. If you have not yet shipped your part to PTS, please do so.
Pending: For a “New Part Order” this means that your order has been received and will ship in 1-2 business days.
In Tech Repair: This status indicates the repair has commenced, either for a “Buy from our Inventory” order where we are repairing a core board we have in stock, or if you shipped us your defective part on a “Repair and Return” order. Orders may remain in this status for up to 10 business days.
Shipped: Indicates your order has shipped and you should have been provided a tracking number, as well.
Cancelled: Order has been cancelled, typically due to not having the component parts in stock to complete the repair, or because the customer has requested cancellation.
Q. How long will it take for my part to ship?
A. “New Parts Inventory” will ship within 1-2 business days. If you select to “Buy from our Inventory” a part in Refurbished condition, these orders can take 5-8 days to fulfill. For “Repair and Return” orders, please allow 8-10 business days for the successful repair of your board after it has been received at our facility.
Q. Why was my card charged when I placed the order?
A. Fees from “Buy from our Inventory” or “Repair and Return” purchases are not charged to the credit card during Check Out process. However, the funds associated with your order are “booked” or “pended” through your financial institution when you Check Out, so that these funds will be available when we ship your order. The timeframe these funds will remain “booked” or “pended” will vary depending on the policies of your financial institution. The fees are finally charged only when the order ships (see: "How long will it take for my part to ship?")
Q. How can I tell if PTS currently has stock/inventory for the part number I need?
A. If we have stock available, then you will see options for “New Part Order” or “Buy from our Inventory” in the Order Option menu. If these options have a strikethrough (e.g. New Part Order or Buy from our Inventory) then this means we do not have stock available for outright purchase.
If the “Repair and Return” option is available you may select that option, then send us your defective board to repair and send back to you.
Q. What if PTS is currently out of stock on the part number I need?
A. If PTS is out of stock on an item you are looking for, we still may be able to help by repairing your defective board. If the “Repair and Return” order option is available you can place an order for that service, then send us your defective board to be repaired. After we have repaired your board, we will ship it back to you. Please see our TV Parts Repair and Return page for more details.
Q. How do I identify the correct item number for the part that I need?
A. Start by entering the information you have, like the associated TV model number or any numbers listed on the part itself, into the search box located at the top of our page. Perform the search, and our site should return pertinent results. TV kits may appear at the top of the list but scrolling down or advancing to subsequent pages will yield results for individual parts, too. If you need additional assistance, please email us at firstname.lastname@example.org.
Q. Do you have free shipping and/or how do I qualify for free shipping?
A. PTS does not offer free shipping. We charge a flat fee of $9.95 for shipping and handling on every item that ships to an address in the continental United States. We charge a flat fee of $32.00 per item for items shipped outside the continental US.
Q. What is your return policy?
A. If you “Buy from our Inventory” then you may return the item within 30 days from the date of original purchase for any reason, so long as the item is in its original condition. A 20% restocking fee will apply for all returns and the remaining 80% will be credited after inspection of the returned item. We offer a six-month warranty against defects on all purchased items depending on validation of a warranty claim. Please visit our Warranty and Return Policy page for more details.
Q. How long will it take before I receive my core board or dud credit?
A. Core board credits as well as dud/inoperable board credits may take up to 4 weeks from the date of receipt at our facility to process. Please see our Procurement Program page for additional information.
Q. What exactly did you do to repair my part?
A. Whether you “Buy from our Inventory” or send us a part for “Repair and Return,” we reserve the right to maintain proprietary information about any techniques or component parts utilized in our operations. Rest assured all parts are tested in a live test fixture, carry our six-month warranty, and are backed by over 50 years of experience in the repair industry.