Got questions? We've got answers!
In this section:
- HOW FAST DO ORDERS LEAVE YOUR WAREHOUSE?
- HOW WILL MY ITEM BE SHIPPED AND HOW LONG WILL IT TAKE?
- WILL I RECEIVE A SHIPPING CONFIRMATION WITH ORDER TRACKING?
- WHAT IF I NEED MY ORDER FASTER?
- CAN YOU USE MY FEDEX / UPS ACCOUNT TO SHIP MY ORDER?
- DO YOU SHIP OUTSIDE OF THE US?
- WHAT TYPE OF PAYMENTS DO YOU ACCEPT?
HOW FAST DO ORDERS LEAVE YOUR WAREHOUSE?
If you place your order before 10am Pacific Time Monday - Friday, your order will ship the SAME DAY (unless your item is on backorder). We are closed on weekends and all major holidays, so orders placed outside of normal business hours will ship on the next business day.
HOW WILL MY ITEM BE SHIPPED AND HOW LONG WILL IT TAKE?
We offer Standard Shipping which is typically UPS Ground and takes 5 business days, from the time it leaves our warehouse. Our Expedited Shipping option is USPS Priority and takes 2-3 business days. There are times that customers select Standard Shipping but we send it out with USPS Priority, instead. We do that based on cost so if you are a business that requires UPS Shipping, please let us know.
WILL I RECEIVE A SHIPPING CONFIRMATION WITH ORDER TRACKING?
Absolutely! We understand the importance of receiving clear communication regarding your purchases online. All of our domestic shipping options offer tracking. For international orders however tracking is only included with our expedited shipping option.
WHAT IF I NEED MY ORDER FASTER?
We don't offer any faster shipping options, as a standard since they are quite expensive. If you absolutely must have your order faster, please contact us and we can look into shipping costs and options for you.
CAN YOU USE MY FEDEX / UPS ACCOUNT TO SHIP MY ORDER?
Yes, we can! You will need to contact us in advance so we don't charge you for shipping.
DO YOU SHIP OUTSIDE OF THE US?
YES, YES, YES!!! We ship all over the world! We are doing what we can to keep International Shipping costs as low as possible so we offer USPS First Class International which can take up to 6 weeks and doesn't offer tracking but it does save a lot of money. We also offer USPS Priority Mail International which is typically 8-12 business days plus the time it takes to clear Customs in your country. Please note that we do NOT cover any import taxes that your country may charge. In most countries, you will need to pick up your order from your local post office and pay for any VAT. We know it's expensive. We wish it weren't. We typically LOSE quite a bit of money on International Shipping charges in an effort to keep costs lower for our international customers.
WHAT TYPE OF PAYMENTS DO YOU ACCEPT?
We accept all major credit cards, debit cards, and PayPal.
- We want you to love our products. We strive to create raving fans and customers for life. But, sometimes things change. If you ordered the wrong size, we'll exchange it. Maybe your planned setup is going in a different direction and you no longer need your order, we'll refund it.
Just send us a quick message with your name, order number, and let us know why you are exchanging or returning your item. We ask "why" because we have built this company on listening to our customers and adapting to your needs. Your feedback means a lot to us.
Please package your order (the way you received it) and ship it to:
748 S. Meadows Parkway, Suite A-9 #184
Reno, NV 89521
* Please make sure to include your order number, copy of your packing slip, or other information so that we can identify your return.
Large orders or items that are not in 'like new' condition may be subject to a 30% restocking fee.
Shipping charges are non-refundable and return shipping is the buyer's responsibility.
Please allow 2 weeks for your refund to be processed.
In this section:
- HOW DOES THE REMOTE CONTROL WORK IF THE CABLE BOX IS BEHIND THE TV?
- CAN I USE YOUR MOUNTS FOR UNDER-DESK OR UNDER-CABINET MOUNTING?
- BUT I THOUGHT THAT GAME CONSOLES AREN'T SUPPOSED TO BE PLACED VERTICAL...
- WON'T THE HEAT FROM THE TV MAKE EVERYTHING REALLY HOT?
- THE GAME CONSOLES ALREADY RUN HOT, WON'T THAT MAKE IT WORSE?
- WILL THE VERTICAL ORIENTATION SCRATCH MY DISCS?
- CAN I HIDE MY CABLE BOX BEHIND ANY WALL MOUNTED TV?
HOW DOES THE REMOTE CONTROL WORK IF THE CABLE BOX IS BEHIND THE TV?
Infrared light (what remotes use to send signals to the cable box) can bounce off of walls and other surfaces in the same way that a laser pointer's beam can bounce off of mirrors. In this case however, the remote is using omnidirectional infrared emitters which are surprisingly powerful!
Imagine turning on a laser pointer that shoots a blast of more beams than you can count in a room full of mirrors and that is what's happening when you press a button on your TV remote. This explains why the signal won't travel through walls, but finds it's way behind your TV.
We can't speak for all when we say your remote will work, however it DOES work in the majority of setups. We suggest that you test your setup to be sure. Worst case, you can purchase an IR Extender / Booster for as low as $10.
CAN I USE YOUR MOUNTS FOR UNDER-DESK OR UNDER-CABINET MOUNTING?
Yes...but it depends on the component and the setup. Our Adjustable mounts have brackets that can be used similarly to shelf for placing an item under a cabinet. However, with many components, this can block airflow that is central to cooling the device. You can adjust the brackets to leave space for air flow to help mitigate the issue. It really is a case by case issue and you should keep it in mind when considering placement.
BUT I THOUGHT THAT GAME CONSOLES AREN'T SUPPOSED TO BE PLACED VERTICAL...
This is a common myth. Most consoles were designed for both horizontal and vertical orientation. The PS4 and PS3 consoles can go vertical as can all Nintendo consoles. The Xbox 360s can go vertical but the Xbox One...the disk drive was NOT designed to go vertical. If you don't use disks, go for it.
WON'T THE HEAT FROM THE TV MAKE EVERYTHING REALLY HOT?
There are a couple factors at work here, first you have to think about the heat from the TV, then you have to think about the heat from the components. The TV is actually not the source of too many problems, modern advances in flat screens have made them really energy efficient. a typical LED-LCD gives off about as much heat as 2-3 people standing in a room with most of that energy emitted towards the front of the screen. So not too big of an issue, fortunately.
The components be that a game console, cable box, DVD player ect. are giving out the real heat. But, they're may actually be in a better position back behind your TV when compared to a traditional media cabinet because you're not locking in all of the hot air. The heat is free to rise and escape with nothing placed above it. If you do as we recommend and leave some breathing space between the components and the TV you should have no problems with heat.
THE GAME CONSOLES ALREADY RUN HOT, WON'T THAT MAKE IT WORSE?
The short answer is no and in most cases, your console will have better ventilation and in turn, will run cooler. Newer consoles have better fans and therefore, better cooling. They also will warn you before they overheat. Regardless, heat and ventilation is always a primary concern for us since we started making mounts when RROD was rampant. Our mounts have a minimalist design for a reason; we don't want to block vents. All consoles require a few inches of space around them for air flow and that includes cable boxes. Again, that's why we suggest an articulating mount. Assuming you are allowing the proper space between your console and your TV, your console will have better air flow and circulation than in a cabinet or traditional media console. Heat rises and the media cabinet will trap that heat. On the wall, the heat rises up and away. If you are a true, hardcore Gamer where heat really is a factor, wouldn't you rather use our mounts to display your console?
WILL MY GAMING CONSOLE SCRATCH DISCS IF IT'S PLACED VERTICAL?Using a HIDEit wall mount is actually one of the best ways to prevent your discs from being scratched because the mount pins the console to the wall making it virtually impossible for the console to become disturbed while a console is reading a disc. You have to move the whole wall, not just a small media cabinet for a disc destabilization to occur. This is becoming less and less of a problem though, as modern consoles are moving towards the downloading the content of the disc onto the hard drive and only reading the disc for a small period of time to verify publisher information.
The most common cause of a disc becoming scratched is when during the disc rotation process the disc temporarily becomes unstable i.e. someone bumping into the console or where the console is sitting. We believe that the myth that the vertical orientation scratches discs arose from the fact that it is easier to destabilize a vertical console than a horizontally sitting one.
- CAN I HIDE MY CABLE BOX BEHIND ANY WALL MOUNTED TV?
To mount your devices behind your TV, you generally can't use a "flush" or "slim" TV wall mount. There needs to be enough space for you to be able to comfortably place the component behind the TV. We suggest that you use a "fully articulating" mount. These allow you to pull the TV away from the wall, leaving space for your components.