Returns & Exchanges

We want you to feel confident when ordering from IDJNOW. If something is not quite right, our team is here to help review your options and guide you through the return process.

Return Window and Eligibility

Most eligible items may be returned within 30 days of delivery, provided they are complete, in like new condition, returned with all original manufacturer packaging, manuals, accessories, and an approved RMA number. Restocking fees may apply.

All returned products must include the original manufacturer packaging. Items returned without original packaging, with damaged packaging, missing parts, missing accessories, signs of heavy use, or damage may be declined or subject to a restocking fee.

How to Start a Return

1. Log in to your account and go to “My Orders”
2. Select the item or items you would like to return and follow the prompts
3. Include helpful notes and upload photos if needed
4. Submit your request and our team will review it

All returns must be authorized and include an RMA number. Items sent without authorization, sent to the wrong location, or returned outside our policy may be refused or returned to you at your expense.

Return Shipping and Refunds

Return shipping is the customer's responsibility. Original shipping and handling charges are nonrefundable. If your order received free or discounted shipping, the actual outbound shipping cost will be deducted from your refund.

Shipping protection, insurance plans, extended warranties, packaging materials, and similar service charges are nonrefundable.

Return Guidelines

To qualify for return review:

• Items must be in like new condition
• All original manufacturer packaging must be included
• All manuals, cables, accessories, parts, and included materials must be included
• Items must be packed securely inside a protective shipping box
• The RMA number must be included with the return

Light use is acceptable for many eligible items, but returns that are incomplete, damaged, missing packaging, missing accessories, or outside standard condition requirements may be declined or subject to a restocking fee.

Damaged, Defective, or Missing Items

If your item arrives damaged, defective, incomplete, or missing an item or accessory, please contact us as soon as possible and no later than 7 days after delivery.

• Keep all original manufacturer packaging, shipping boxes, packing materials, manuals, and accessories
• Provide clear photos of the shipping box, packing materials, product, damage, labels, and contents when requested
• Do not discard packaging or ship the item back until our team provides instructions

Without the original packaging, photos, and requested details, our ability to assist with a damage claim, missing item claim, replacement, or carrier issue may be limited. We will help troubleshoot, review the issue, or arrange a replacement when appropriate. If an item is returned and found to be working properly, incomplete, damaged, or outside policy, return fees may apply.

Refused or Undeliverable Shipments

If a package is refused, undeliverable, missed, unclaimed, or returned due to an incorrect or incomplete address, you will be responsible for round trip shipping charges and any applicable carrier fees. These charges will be deducted from your refund.

Items Not Eligible for Return

Some items cannot be returned due to usage, hygiene, safety, licensing, customization, shipping limitations, or product category restrictions.

• Headphones, microphones, clothing, jewelry, and other personal use products
• Software, plug-ins, licenses, vinyl, media, upgrades, and digital products
• Custom cases, made to order gear, and special order items
• Items marked final sale, special order, custom order, or nonreturnable on the product page or quote
• Trussing, lecterns, staging, oversized, or overweight equipment
• Video wall systems, MagnaFloor LED floors, Clutch video booths, mirrored balls, and mirrored suits
• Atmospheric and special effects equipment, including cold spark machines
• Hazardous materials, including lithium batteries
• Used, damaged, incomplete, or heavily worn items
• Consumables, including bulbs, batteries, fluids, cartridges, confetti, and refills
• Shipping protection, insurance plans, extended warranties, and service plans

If you are unsure whether an item qualifies for return, contact us before placing or returning your order. We are happy to help confirm eligibility.

Leased Orders

Orders placed through leasing programs are final sale and cannot be changed or canceled. If a leased item arrives damaged or defective, notify us within 2 business days and we will review the issue and arrange a replacement of the same model when appropriate.

International and Remote Orders

Customers outside the contiguous United States are responsible for all shipping costs, duties, taxes, customs charges, brokerage fees, and carrier fees related to returns, exchanges, replacements, refused shipments, or undeliverable shipments.

We Are Here to Help

Have a question or need assistance? Contact us here. Our team will help guide you through the process and review eligible return requests as quickly as possible.

By placing an order with IDJNOW, you acknowledge and accept the terms of this return policy.

Credit Cards

We accept all major credit cards, including Visa, Mastercard, Discover, and American Express. For your protection, we may contact you to request additional information to verify your order before it is processed.

PayPal

We accept PayPal for online purchases.

IDJNOW Credit Card

We offer the NOW CARD private credit card for eligible in store purchases. The NOW CARD may offer special financing terms and is available in our retail showroom. It cannot be used for online purchases.

Purchase Orders

Qualified businesses, educational institutions, and government organizations may request payment by purchase order, subject to approval. All purchase orders will be verified and confirmed before being processed. Purchase orders must contain the signature of an authorized representative and an itemized equipment list that specifies the pricing of each unit. We reserve the right to refuse any purchase order.

To submit your purchase order for approval or for help with questions, please contact us.

Required information when submitting a purchase order:

• Purchase order number
• Company, institution, or organization name
• Contact name
• Contact phone and email
• Billing address
• Billing contact name
• Billing contact phone and email
• Shipping address
• Preferred shipping method
• Tax exempt certificate number, if applicable
• Item description and quantity

Quote Terms

IDJNOW quotes are provided to help customers review pricing, availability, and order details before purchase. Please review your quote carefully to confirm all products, quantities, pricing, shipping details, and payment terms are correct.

By accepting a quote, issuing a purchase order, submitting payment, or otherwise proceeding with a quoted order, you acknowledge and accept these quote terms.

Quote Validity

Quotes are valid until the expiration date shown on the quote. Expired quotes must be requoted, and pricing may be subject to change.

Availability and Allocation

Quoted items are available at the time the quote is issued unless otherwise stated. Inventory is not guaranteed until an order is placed, accepted, and product is allocated. Availability can change without notice.

Pricing, Errors, and Changes

IDJNOW reserves the right to correct errors, revoke offers, or modify or cancel orders, including after an order has been submitted. If a pricing change affects an unshipped order, we will notify you and provide the option to cancel for a full refund.

Promotions and Discounts

Promo codes, coupons, and other promotional offers cannot be applied to quoted pricing unless specifically stated on the quote.

Payment Terms

High value, specially discounted, custom, or limited availability quotes may require payment by ACH, wire transfer, or bank transfer. When required, this will be stated on the quote or communicated before the order is finalized.

Confidential Quoted Pricing

Custom quoted pricing, discounts, availability, and terms are provided for review by the purchasing entity and its authorized employees, representatives, or advisors involved in the transaction. Quoted pricing should not be published, distributed, forwarded, or shared externally with other dealers, competitors, vendors, or unrelated buying entities without written permission from IDJNOW.

Unauthorized sharing of confidential quoted pricing may result in withdrawal of the quote, refusal to extend special pricing, or other action available to IDJNOW.

Best Price Plus Guarantee

IDJNOW works to provide the best available pricing from an authorized dealer. If you have a competing quote from an authorized dealer, please contact us before purchase so we can review it under our Best Price Plus Guarantee.

Cancellations & Order Changes

If you need to request an order cancellation or change, please submit a request as soon as possible so the details are documented. Cancellation and change requests are not guaranteed and depend on order status, payment status, warehouse processing, manufacturer or supplier processing, shipment status, and other applicable factors.

Submit a Cancellation Request

Please submit a request through the Help Center and include:

• Your order number
• The email address used on the order
• The item or items you are requesting to cancel or change
• A short explanation of the request

Submit a request

Cancellations Are Not Guaranteed

Orders may begin processing quickly after they are placed. Once an order is being processed, packed, shipped, staged for carrier pickup, or sent to a manufacturer or supplier, cancellation or changes may not be available.

Submitting a cancellation request does not pause, hold, delay, change, or cancel an order unless IDJNOW confirms the cancellation or change in writing.

Cancellation Request Timing

The best chance to request cancellation is shortly after the order is placed. Cancellation requests submitted within 60 minutes of placing the order may have a better chance of review before processing begins, but cancellation is still not guaranteed.

Orders Sent to a Manufacturer or Supplier

Some items ship directly from a manufacturer, supplier, freight warehouse, or alternate location. Once processing has started or a purchase order has been sent to the manufacturer or supplier, cancellation may no longer be available.

Large, Freight, Special Order, or Nonreturnable Items

Large, oversized, freight, special order, custom, or nonreturnable items may have additional cancellation limits. These orders may begin processing with a manufacturer, supplier, warehouse, or freight partner quickly after the order is placed.

If the Order Already Shipped

If your order has already shipped, cancellation may no longer be available. After delivery, you may need to follow the standard return or exchange process if the item is eligible.

What Happens Next?

Our team will review your order status and let you know what options, if any, are available. Please do not assume your order has been canceled or changed unless IDJNOW confirms the cancellation or change in writing.

Promotional Items and Rebates

If a product is returned without the promotional item or items included with the original transaction, the value of the promotional item will be deducted from the refund amount. This includes gift card offers and the value of any free shipping promotion applied to the order.

Products purchased while a mail in rebate was available may be subject to having the rebate amount deducted from the refund. Products for which a mail in rebate has already been submitted are not eligible for return.

International Shipping

International shipping charges are based on weight, size, carrier service, and destination. Product pricing and shipping charges do not include customs fees, tariffs, duties, taxes, brokerage fees, or other charges that may be assessed by the destination country or carrier.

Duties and Taxes

Customers are responsible for all duties, taxes, customs charges, brokerage fees, and carrier fees due upon delivery. IDJNOW does not control these fees. Questions about these charges should be directed to the carrier or the appropriate customs authority.

Refused, Restricted, or Returned International Orders

If an international shipment is refused, unclaimed, restricted by customs, not permitted by the destination country, or returned to us for any reason outside IDJNOW's control, the customer is responsible for all shipping charges, return shipping charges, duties, taxes, customs charges, brokerage fees, and carrier fees.

It is the customer's responsibility to confirm that the items being ordered are permitted in the destination country. IDJNOW is not responsible for items delayed, denied, held, confiscated, or destroyed by customs or other authorities. No credit will be issued for items confiscated or destroyed by customs.

U.S. Power, Voltage, and Product Compatibility

Products sold by IDJNOW are U.S. models and may have power, voltage, plug, wireless frequency, or compliance requirements that differ from those in the destination country. IDJNOW does not guarantee that products purchased from us will operate in another country or comply with local requirements outside the United States.

Products purchased and shipped outside the United States may not be eligible for IDJNOW return, exchange, or defect replacement support due to shipping limitations, customs restrictions, manufacturer policies, and international handling concerns. If an item requires service outside the United States, the customer may need to work directly with the manufacturer and is responsible for all related shipping, duties, taxes, customs charges, and service costs.

For more information about international shipping, please contact us.

Sales and Use Tax Policy

IDJNOW collects and remits sales tax where required by law. Tax is calculated based on the order details, shipping destination, and applicable state and local rules. Customers may be responsible for additional taxes, use tax, duties, or fees imposed by their state, local jurisdiction, or other taxing authority.

Tax Exempt Organizations

If you believe your purchase qualifies for a sales tax exemption, please contact us before placing your order. For tax exempt review, the shipping address on the order must match the address on the exemption certificate provided unless otherwise approved.

Extended Holiday Returns Policy

Items purchased between November 15 and December 31 are eligible for return through January 31. While the return window is extended during the holiday season, all other eligibility requirements and terms from our standard return policy still apply.

To review full return details and eligibility, visit the Returns & Exchanges section.