Shipping & Delivery Information

Processing time

Please allow for our standard processing time prior to the shipment of any order submitted to BPAV.com. Generally, this time is 1 - 2 business days but can take as long as 3 business days depending on how accurately the information pertaining to the credit card, billing address and shipping address is submitted at the time the order is placed and/or how quickly we are able to verify the information with the individual credit card companies. Please see "How to expedite the processing of your order" below for tips on making sure we can ship your order out fast.

How to expedite the processing of your order

Here are some tips to help ensure that we can ship your order out in the fastest possible manner.

Complete the billing and shipping address forms accurately. Any erroneous information will delay our verification system and thus your ship date.
If you want to ship to an address other than the billing address, please contact your credit card company or bank and add the address as an authorized shipping address prior to making the order.
Once you place an order and choose a shipping address other than your billing address, we will be able to confirm that your credit card or financing company has this alternate shipping address in their file, and rapidly process your order.
If you have a PO Box for a billing address, please make sure that you input a physical address for shipping.
Try to avoid using cell phone numbers in the primary phone number field. Usually it is a home phone number (land line) that is on record with the bank and it is also quickest to verify.
If it is possible, ship to the billing address. It's a nearly guaranteed way to save time and get your order shipped faster. If not, you can ship to a verified work/business address that is in the local phone book.
If you have moved recently, or have gotten a new phone number, etc., contact your bank BEFORE placing your order and update the information with them.
Check your e-mail and voice mail regularly for status updates. If there are delays, banks and BPAV.com representatives will be trying to get in touch with you.
Please understand that we do not ship to international locations and cannot accept international cards, even if you are shipping into the mainland states.

Standard Shipping options

All orders (other than oversized items, such as plasma or projection TVs) are shipped via UPS or USPS, depending on the shipping option selected in checkout. By default, when you add items to your shopping cart, all customers see displayed rates that are valid only for the lower 48 US states. After completion step 1 of the checkout process, our system will automatically review and display the available shipping options based on both the items in the shopping cart and the shipping address you desire us to deliver to. The following shipping methods are currently available to the lower 48 US states:

8 - 10 Business Days
4 - 6 Business Days (Not Available for AK, HI or PR)
2 - 3 Business Days
1 Business Day (Not Available for AK, HI or PR)

Shipping rates are clearly visible in the shopping cart prior to and within the checkout steps.

Shipment tracking information will be included in our shipping confirmation e-mail, and can also be found by logging in to your account to check order status. If you do not already have an account with us, there is an easy option in the checkout process that you can use to allow us to automatically create one for you using the information you submit when you complete your order.

Shipping to Alaska, Hawaii and Puerto Rico

Most of the items on BPAV.com can be shipped to shipping addresses in AK, HI or PR, with the exceptions being any items that need to be sent by motor freight (Plasma TVs, or other similarly oversized shipments cannot be sent to AK, HI or PR).

By default, when you add items to your shopping cart, all customers see displayed rates that are valid only for the lower 48 US states. After you complete step 1 of the checkout process, our system will automatically review the items within your shopping cart and display the available shipping options based on both the items and the shipping address you desire us to deliver to. The following shipping methods are currently available to AK, HI and PR:

8 - 10 Business Days
2 - 3 Business Days

Any promotion or advertised special that refers to "free ground" or "free economy" shipping is not valid for orders placed using shipping addresses that are located outside of the lower 48 US states. Shipping rates are clearly visible in the shopping cart prior to and within the checkout steps.

Threshold Services

Large TVs or any other items too large or sensitive for standard freight options to handle reliably will be sent via motor freight and will be delivered by a regional or local delivery service during a pre-scheduled delivery appointment.

How does it all work?

You place an order... perhaps for a new 50-inch Plasma TV
We verify the order and send it over to our warehouse where the boxed TV is secured to a pallet and wrapped for transit security and protection
We schedule a pickup with the local branch of a proven reliable freight service... and they pick up the pallet
We (and often the freight service also) e-mail you applicable tracking information and phone numbers of a pre-approved delivery agent that will be making the delivery
The freight service gets it to the closest proven regional or local delivery agent office
Once received, the delivery agent contacts you to set up a convenient delivery appointment
Agent delivers the TV inside the main threshold of your residence or business

Delivery appointments are typically scheduled between 8:00am and 5:00pm Monday through Friday and are usually a four hour delivery window. Confirming these details with the delivery agent when they call you (or if you call them ahead of time) should be a priority.

Usually it is a single driver that will deliver the merchandise to your front entrance (threshold), provided that it is on ground level. If the approach to the entrance requires stairs (second floor or higher, basement), your order will be delivered to the point closest to the entrance (threshold) that doesn’t require stairs. If the entrance requires a flight of stairs, or many flights of stairs, it will be up to the delivery agent if they will offer a service that will allow them to go up the stairs to make the delivery and, if so, if it will cost any additional handling fee (any applicable service fee collected by the delivery agent is not in BPAV.com's control or our responsibility).

Currently available threshold shipping options include:

8 - 10 business day economy service
4 - 6 business day expedited service

Because delivery appointments need to be scheduled ahead of time, as well as other reasons, it is recommended that you submit your primary phone number as well as an optional work or cell phone number that a delivery agent (or a BPAV.com representative) can use in order to be able to reliably contact you to set up the delivery appointment and to keep you updated on the status of your shipment.

No threshold or motor freight shipping options are available for AK, HI and PR.

What if there is a problem?

Problems don't happen very often. However, should there be a problem, we are here for you and back you completely so that we can help you resolve the situation as quickly and completely as possible.

Product damaged in shipping

Everything we ship is checked to ensure that it is packaged so that it can meet the requirements of transit. In almost all cases, that means we have double boxed (placed the manufacturer's retail packaging inside another box) the item prior to shipment. Please inspect the merchandise upon delivery for any visible signs of physical damage. If the outer shipping box arrives showing extensive damage, it is best to refuse the delivery so that the courier will immediately bring the product back to us and we can replace it after receiving refusal confirmation. Only after we get this confirmation can we ship out a replacement.

If a box corner is crushed, a side of the box is pushed in bit, or in any other way the outer package shows some minor signs of transit, the product inside is almost certainly fine. However, we recommend immediately opening the box to further inspect the merchandise. If the product inside the outer package has been damaged in shipping, contact us right away. All concealed damage claims must be made within 5 business days of the package's delivery.

Most importantly, call us or e-mail us about any shipping damage right away so that we can be made aware of the situation and quickly work with the courier to get either a confirmation of the refusal or arrange for a damage claim to be filed. Of course, all shipments are completely insured.

Package or shipment is lost in transit

Again, packages and shipments are rarely lost. However, should a package or a shipment get lost in transit, both the couriers that we select and BPAV.com are available to you so that the problem can get resolved as quickly as possible. A shipping confirmation e-mail is sent to the e-mail address that is submitted with the billing address information at checkout. This e-mail will contain the tracking number for at least the primary shipment that the order was sent in. Using this tracking number on the respective courier's web site will allow you to see all of the latest tracking information that is available for any of the packages headed the way of the shipping address that was submitted at checkout.

Answers to some commonly asked questions are below:

Q: Using my tracking number, the courier says my package was delivered the other day, but I haven't received it yet. What do I do?
A: It's possible the courier did not need to collect a signature on the package, and so delivered it without a lot of noise. We would recommend checking in secure locations around porches, entranceways, mailboxes, under benches, behind planters... any location that someone could have left a package so that it would be delivered but not overly visible to just anyone passing by. If the package was delivered to a business address, a signature is always collected. Check the tracking information again to see who signed for it. It may show a name or an office or area where the package was delivered to.
Q: Using my tracking number, it looks like my package isn't moving. Is it lost?
A: Check the scheduled delivery date on the tracking information... if your package is scheduled to be delivered on a future date then it is almost certainly not lost but rather has not yet gotten to the next stop along the way to you where it will get another scan/update. If, however, the scheduled delivery date has passed, you have not received the package and the courier also does not show any scans/updates in recent days, you should call us as soon as possible so that we can help find out what is happening.
Q: Using my tracking number, I only see "Electronic billing information received"... or a similar result. What does this mean?
A: Unfortunately, this can mean a lot of things but it essentially means that the courier has not yet registered a scan of the label on the package. This could be a simple oversight at the time of pickup of your package, it could be a courier system updating problem... it could mean a lot of things. The best thing to do here is to wait and check the tracking information in another day or two (2-3 days for west coast shipments). If, after that, there is still no scan or update beyond "...billing information received", please call us so that we can help find out what is happening.
Q: I have a TV that is supposed to be delivered to me, but I have not yet heard from the delivery agent. Should I be worried?
A: Delivery agents typically call only after they have received your shipment and need to arrange for delivery. Our logistics company e-mails, to the address given with the billing address information ad checkout, contact information for the delivery agent that has been pre-selected for your delivery. This is the best resource to contact first with any questions, but please also feel free to contact us if you are having trouble arranging for the delivery of your item. Accurate contact information is key to us providing the best service with regards to threshold deliveries. If you do not get e-mails or phone contacts from us or delivery agents, please check your bulk e-mail folders or call us to update the information we have for you. If we have an incorrect cell phone number or contact name/number, it can delay delivery of these shipments.
Q: How long should I wait before I consider my package lost?
A: Not long at all. The maximum amount of time for something to be delivered from BPAV.com is 10 business days. It is possible for a USPS parcel shipment to take a few extra days, depending on the holidays, package type and address it is being delivered to. However, any UPS or motor freight threshold shipment will give you a scheduled delivery date and it should not be past that date when it will be delivered unless there is tracking information that details a documented reason for the delay (weather delays, address problems, etc, will all be documented) and in these cases there will usually be an updated scheduled delivery date made available. Claims for lost packages must be made within 20 business days of the date of shipment.