The Videoguys On Line Customer Service Center
30 Day Moneyback Guarantee - 30 day trade in policy on all DTV Products!!!

1. Your Customer Number - this will look like 02-ABC1234
2. Your Invoice number - this will look like EM-12345
3. Your On Line Order Number
4. Your Zip Code & Phone Number
5. What you ordered and when you placed the order
6. How you paid for it - eg. Visa, Mastercard, Disconver, American Express, Pre-Paid check, COD
7. The shipping address if different from the billing address

For Customer Service call (516) 759-1611 ask for: Barbara, Kelly, or Sharon

Or you can email our Customer Service Team: custserv@videoguys.com

Videoguys' Store - Now Open for Business!
We are always trying to find new ways to offer our valued customers the best customer service and support in the industry. And, I am pleased to say, we have done just that with the Videoguys' Store - our new online ordering system. You will notice that many of our pages now include buttons. This will automatically launch a new window on your screen with the item you selected added to your shopping cart. You can then continue shopping in our all new Videoguys' Store, or go back to the main Videoguys website and continue researching and shopping, or you can check out.

Our new E-commerce solution is fully indexed and searchable. If you can't find an item here, go over to the store and do a search. While we don't have as much detailed information on each product, you will be able to find and order it. At check out you will be provided with an itemized bill including shipping charges. After checkout you will automatically be sent an electronic copy of your invoice.Click here to check out the new Videoguys' Store

Of course our knowledgeable technicians & sales staff are still here to answer any questions you have. Only now you may place the order by calling 800-323-2325 or online at the Videoguys' Store at your convenience. If you encounter any problems while shopping in our new on line storefront, please drop me an email videoguy@videoguys.com.

The Videoguys Customer Assurance Policy
Because the desk top video systems are so high tech, we felt that additional time was needed to create what we like to call a 'comfort level.' For that reason, we allow a full 30 days for either a refund or exchange on desk top video products.

30 Day Moneyback Guarantee - 30 day trade in policy! On all DTV Products - Capture cards, Analog/DV converters, NLE Software, DVD Authoring Software, Video Storage and DVD Burners! If we can't get your DTV purchase working we'll exchange it for a new one and give you a fresh 30 days to make it work! (All returns MUST have a return authorization)
TECH ADVICE Hotline (516) 759-1943 The VIDEOGUYS are technical advice specialists who can custom design the perfect home editing system to match your equipment, provide the features you want and meet your budget! DTV Tech Support (516) 759-1615	Check out our WORLD FAMOUS on line tech support section. Top 10 Tech Tips 2005 WinXP Tweaks for Video Editing Optimization Recommended Systems and Potential compatibility Issues FTP page with links to all the latest drivers Installation & Set Up tips & tricks Video Capture Card Troubleshooting SCSI optimization tricks Optimization Tips for Win2K, WinMe, Win98 & Win95 Top 10 Tech Tips for older computers Links to other on line support pages
Click here to find out what real videographers and industry insiders have to say about us!!

If you do encounter problems, give Gary or Phil (our on-staff technical experts) a call on our Tech Hotline at (516) 759-1943. We will make every effort to help you get going. In the event that we are unable to help you, we will refer you directly to a technician at the manufacturer’s help desk. Please realize that desk top video products are not 'point and shoot.' There is a learning curve that may at times seem steep, but we are prepared to help walk you through it.

1. Follow all of the return instructions below and be sure to include all software, hardware, hook-up cables and manuals.
2. In addition to the Return Authorization number, please mark 'ATTENTION CAP' on the carton. This will expedite the return process by directing your package to our new quality assurance team.
3. Our Customer Assurance Program guarantees you a full policy period on all merchandise. When you receive a Return Authorization the clock stops! A new, full guarantee period will begin on any merchandise you receive as an exchange.

The Return Authorization and Refund procedure is as follows:

1. Call our special Customer Assurance Hotline at (516) 759-1611 and detail the problem to our Customer Service Representative. It is always helpful if you have the product model number and invoice order number and purchase date ready when you call.
2. We will try to assist you to get the unit to perform satisfactory.
3. If it is determined that the item is to be returned, we will process all information through our computers and mail you a Return Authorization. No returns may be accepted without this proper RA.
4. All items must be returned in the original packaging and double boxed. All manuals and warranty cards must be unmarked. Please double check to make sure all materials are included. Returns with missing pieces or missing literature may be subject to a restocking charge of 15%.
5. If the item is to be exchanged, we will make every possible effort to ship the replacement unit the same day the we are in receipt of your return.
6. We try to issue you your refund within 1 week of reciept of your return. Somtimes due to sales volume, vacation schedules and other factors our refund processing gets a bit delayed. If you have not received your refund on your next billing statement, give us a call and we'll resolve the matter ASAP.

Videoguy's Privacy Policy

For more than 20 years, Videoguys.com / The Electronic Mailbox has worked hard to build relationships with our customers based on respect and integrity. We're aware of the of the trust and confidence you demonstrate when you visit our website and provide us with information. We promise that we will treat your information with the same honesty and sensitivity that we have displayed throughout our company's history.

Our goal has always been to provide the best customer service and support in the industry. In addition to our 30-day money back guarantee and availability to free tech support we are constantly utilizing new technology to better meet your needs. Some of these new features like the monthly e-newsletters and the Videoguys' Forums require your personal information. After all, we couldn't e-mail you the latest news without your e-mail address and it's nice to read a post from someone who has an identity.  Another obvious time when you will be asked to share your personal information is when you are ready to place an order in which case billing, shipping and financial information must be collected to fulfill your request. The question this privacy policy addresses is "What will we do with that information?"

 We will NEVER share your financial information with anyone other the banks whose authorization is necessary to approve the order. Every credit card number provided to our company will be treated as if it was our own whether it is provided over the phone or by using our secure online order system. Our website protects the security of your personal information by using Secure Sockets Layer (SSL) software, which encrypts information you input. We do not reveal your credit card number when we confirm your order.

 When you place your order and/or when you request that we send you information we may share your name and mailing address with a few carefully selected marketing partners. We may also provide some of our vendors with your contact information so that they may contact you directly for product support, tech bulletins and upgrade information. This is a great way to make sure you are getting the most from your purchase and your relationship with us. If you would prefer that we do not share the information just tell your salesperson or complete any of the simple unsubscribe requests included with every correspondence.

 If you have any questions or concerns about your privacy please call us toll-free at:1-800-323-2325; e-mail us at videoguy@videoguys.com; or send a letter to: Videoguys, 10-12 Charles Street, Glen Cove, NY 11542.