We ship your order on the same day that it was placed, the cut-off time to place your order is 4PM EST (provided that there are no issues with the order such as billing issues, stock issues and/or courier issues). We do not ship packages on holidays, including Memorial Day, Canada Day, July 4th, Labor Day, Thanksgiving Day, Christmas Eve/Day, and New Years Eve/Day.
If for any reason we are having trouble shipping to you within 24 hours, we'll send you a friendly e-mail telling you when we expect to ship. We ship FedEx / UPS / USPS anywhere in the US unless otherwise specified by you. We ship worldwide too.
Service for customers with P.O. Boxes as shipping address
We ship to P.O. Boxes by United States Postal Service or Canada Post for Canadian orders
Service for Customers in Military Locations
Unfortunately we are not able to ship to APO or AFO addresses as UPS will not deliver to those locations. Ideally purchase your product and have it delivered off the military base and pickup it up yourself.
Service for Customer in Mexico, Caribbean and the rest of the world
Please call 1-866-726-7287 to place your order. We will explain the simple procedure of a credit card consent form and confirm the correct shipping to your freight-forwarding company.
Service for Customers purchasing large and over-sized items
Shipment of large antenna towers and satellite dishes over 35” normally requires the use of a freight line company. UPS or FedEx will not accept such large shipments. Please contact us by phone so that we may provide you with more details.
Lost Packages, Missing Products, and Courier Claims
In the event that the courier or shipping company has lost your package, damaged your package, or items are missing from your order you must report this to the courier or shipping company within 3 days of delivery. Also call our customer service dept so we can open a claim. A claim cannot be started after 3 days from the date of delivery. There is a simple procedure to follow when opening a claim.
Please ensure that all contents included in the shipment, as well as packaging, and weighbills are all saved and in tact for the courier to complete their inspection. Without these items the courier may not proceed with the claim and in this event Fta Bonus will not be held responsible. Please ensure that you keep these items and do not discard of them
A lost package will only be re-shipped once the courier or shipping company has done a complete investigation to either locate the package or issue an insurance refund to us. We are unable to issue refunds on lost packages. Once the investigation by the courier or shipping company is complete, there will be a resolution. If the lost package claim is granted to us, we will re-shipped the package to the verified address on file with your credit card. Please ensure you have purchased the appropriate amount of insurance to cover the replacement value of your order if this should happen. Fta Bonus Inc. is not responsible for under insured lost packages.
Alternate Shipping Address Procedure:
Fta Bonus Inc. by rule only ships to the billing address of the credit card. You may notice this when checking out that there is not an option for an alternate address. Should you wish to add a secondary “ship to address” onto your credit card by calling the credit card company and adding it, we can confirm that this has been done and in this case we will ship to an alternate address. We will require the 1-800 number on the back of the card in order to contact the credit card company to confirm. Please inform us when this has been completed and one of the representatives from our company will take the appropriate steps required. You may also add all of this information in the “additional notes” section of your order. Please note that without the 1-800 number on the back of the card, we are unable to confirm this information, please ensure that this number as well as the alternate ship to information is in the notes section of the order. Should the credit card issuer not allow you to add a secondary ship to address, the option to fill out the credit card consent form and provide the additional information required, is available. Please see “International Shipping” for more details and information on how to acquire one of these forms.
A damaged package will only be re-shipped once the courier or shipping company has done a complete investigation on the nature of the damage and then issuing an insurance refund to us. We are unable to issue refunds on damaged packages. Once the investigation by the courier or shipping company is complete, there will be a resolution. If the damaged package claim is granted to us, we will re-shipped the package to the verified address on file with your credit card. Please ensure you have purchased the appropriate amount of insurance to cover the replacement value of your order if this should happen. Fta Bonus Inc. is not responsible for under insured lost packages.
In the rare case that you are missing one of the items you ordered, we will require you to call us at 866-726-7287 within 3 days of delivery to confirm that missing item isn’t already on route by supplying you with a tracking number. If an item is missing we will go through the same steps above for lost packages. We may require you to take some photographs of the box and packaging that your order came in. This will aid us in determining why you have a missing item or if there was a warehouse shipping error on our part. We require 5 business days for an investigation as to why an item was missing, after we have received your photos.
Additional Information Regarding Shipping
We will ship your order from any one of our distribution centers in various areas of the countries US or Canada, sometimes directly from the manufacturer. Your package may not specifically say "Fta Bonus Inc." on the box. Please do not return the package under the assumption that it is something you did not order. The method by which your package is shipped is to your advantage and was specifically designed this way to effectively get the products you have purchased at FtaBonus.com directly to you in fastest way possible. How your package arrives to you will never impact the amount you were originally charged for shipping.
For your protection we add a signature service to all outgoing packages. When the courier or shipping company arrives at your home, they will want you to sign and confirm the shipment. We are unable to remove signature service from the shipment as it is documented proof that the package has arrived safely to the billing address of the credit card owner. If the package is returned to sender or unclaimed and returned back to our warehouse there will be a shipping cost incurred to you.
In the event that Fta Bonus falls into a backorder situation you will be notified after you order via email. We do not forsee these situations and sometimes have no control due to manufacturer delays etc. In most cases we will not charge your credit card unless we are shipping other items.
In this case the items that are available to ship may be shipped and the remainder of the order placed on a backorder status. In other cases the entire order will be placed on hold until the full order is available to ship. Should we receive cancellation of these orders after some items have already shipped you will incur a cancellation fee. Items returned to sender will be the responsibility of the customer and will be charged for the cost of shipping these items to the address requested and returned to our warehouse. This will result in two shipping charges.
We want you to be completely satisfied with your purchase, because happy customers tell their friends about our products and services. We have over 300,000+ satisfied customers since 1998 and have maintained Platinum Power Seller Status since 2000.
Once your product arrives, you have 7 days to confirm that it’s in 100% working condition. If the unit is defective, please contact our customer support dept so we can resolve it for you.
All defective exchanges will be thoroughly inspected and determination will be made if eligibility requirements are met for repair or replacement. Please be sure to follow these guidelines to avoid any delay or denial of processing your defective exchange.
Exchanging a defective item
Unless otherwise specified below, we gladly accept defective exchanges on products within 7 days of receiving the product. We have sole discretion to exchange or repair the item and return it to you.
Defective Exchange Procedure:
Step 1: Check Your Return
All products being returned must be 100% complete and must be packaged in original packaging. All packing materials, manuals, CDs, cables, switches, digital media, blank warranty cards and other accessories and documentation must be included in the original packaging, as provided by the manufacturer. A defective return will not be processed in the event any item(s) included in the original shipment to you is not present in the returned package. Items sent for return consideration will be immediately denied and Fta Bonus’s defective return policy will not be honored in the event that a return shipment is received by us improperly packaged, altered or physically damaged.
Step 2: Request For An RMA Number
Email for a Return Merchandise Authorization (RMA) Number. Defective returns will not be accepted at our warehouse without a valid Return Merchandize Authorization (RMA) number. RMA numbers will expire after 14 days. Any return we receive without an RMA number will be documented and returned COD back to you.
Step 3: Ship and Insure Your Return
We strongly recommend that you fully insure the package you are returning. This is for your protection, in the event the package is lost or damaged in transit. We suggest that you use a “traceable carrier” that can provide you with “proof of delivery.” FtaBonus will not be responsible for items returned that are lost or damaged in transit. Postage and handling charges, both to and from our warehouse will be paid by you, the customer, and is non-refundable.
All items will be inspected and tested upon receipt.
Any discrepancies including, but not limited to, the following list will result in the package being returned to the customer COD and credit or replacement will NOT be issued.
The following criteria will be followed in rejecting defective returns:
Products which are improperly packaged. There must be a box around the original box. Do not attach shipping labels to the original product box.
Products with any standard certification labels removed (UL listing, capacity, brand name, UPC code)
Products or packages with barcode label removed
Products with serial number which does not match the serial number on package or invoice (FtaBonus maintains serial number tracking)
DAMAGE: Cracked components or damage to any circuit boards
DAMAGE: Any dents, scratches, defacement or abuse of base casting
DAMAGE: Torn or punctured tape seals
DAMAGE: Loose, damaged or removed screws/fasteners
FTA receivers and other items with a torn security seal will not be accepted for return
* Products which are improperly packaged. There must be a box around the original box. Do not attach shipping labels to the original product box. * Products with any standard certification labels removed (UL listing, capacity, brand name, UPC code) * Products or packages with barcode label removed * Products with serial number which does not match the serial number on package or invoice (FtaBonus maintains serial number tracking) * DAMAGE: Cracked components or damage to any circuit boards * DAMAGE: Any dents, scratches, defacement or abuse of base casting * DAMAGE: Torn or punctured tape seals * DAMAGE: Loose, damaged or removed screws/fasteners * FTA receivers and other items with a torn security seal will not be accepted for return
Open Box Items
We do not accept returns or exchanges for satellite antenna’s including the Vu Qube as we only sell product that is new in the box. We have no way of retailing an opened item satellite antenna. If a part of the antenna is defective or missing we will replace that portion.
We do not provide or condone the use of third party software. Using third party software will void product warranty. All the FTA satellite receivers we retail are designed and intended for 100% legal free to air use only. All the FTA receivers we sell have been pre-loaded with the latest manufactures software by the manufacture. Do not load any file to your receiver without first contacting the product manufacturer. Only factory trained technicians are authorized to upgrade software to an FTA receiver. In the event that an FTA receiver is returned as defective and it is determined that factory or third party software was incorrectly installed which caused the damage, you will be charged a technicians fee, a repair fee, and return shipping. The fastest and safest way to get an FTA receiver repaired or replaced under the manufactures warranty terms is to contact the product manufacture and have one of their factory trained technicians look at the receiver.
General Order Cancellations
If you request an order to be canceled we must be given 24 hours notice prior to shipment. If you cancel an order the same day that it is shipping we may not be able to stop the package as it may already be processed. If the package is shipped you will be asked to refuse the shipment and the item will be refunded once we receive the package back. Shipping charges that we incur from the courier company (both to your location and the return shipment back to us) are the responsibility of the customer. There will also be a $15.00 refund fee to be applied to the credit.
Cancellation of an Order in Transit
If you decide to cancel your order and the accounting dept has already captured the funds for the order, you will be charged a 4% unrecoverable merchant fee, plus a $5 refund transaction fee. If your product has already been shipped, the shipping costs are not refundable. You will also be charged for the return shipping cost.
Lost Packages, Missing Products, and Courier Claims
In the event that the shipping company has lost your package, damaged your package, or items are missing from your order you must report this to the shipping company within 3 days of delivery. Also call our customer service dept within 3 days of delivery so we can open a claim or ship the missing items. A claim cannot be started after 3 days from the date of delivery, so please inspect your order completely. We are unable to issue refunds on lost packages, damaged packages, or missing products.
No Defective Exchanges will be accepted without a Return Merchandise Authorization (RMA) number. We do not offer refunds on returns defective or not. No exchanges on non-defective merchandise. All sales are final. We will (at our sole discretion) exchange or repair any defective product within 7 days of arrival. In the event that a store credit or refund if given on any product for any reason it will be subject to a restocking fee and a refurbishment fee if applicable.
Please ensure that all contents included in the shipment, as well as packaging, and weigh-bills are all saved and in tact for the courier to complete their inspection. Without these items the courier may not proceed with the claim and in this event Fta Bonus will not be held responsible. Please ensure that you keep these items and do not discard of them.