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If you are having problems with our site or have questions, this is your first stop for help and general information. Please look through the following topics, to see if we have already answered your question. If not please feel free to email us with your situation, or call us toll free at 1-800-426-6027.
Areas We Ship To
At the present time, we only ship to the Continental U.S., Alaska, Hawaii, U.S. territories, Puerto Rico, and Canada. J&R proudly ships to our Armed Forces APO/FPO customers.

P.O. Box customers - please try to use a regular street address where possible. UPS allows for faster service, better tracking and accountability than postal mail.

You will find Ground shipping charges for your order in the summary section of your shopping cart when you enter your ZIP Code and click "Calculate Total". The basic charge for Ground Shipping on any product can be found on the product information page, by clicking the "Shipping" tab, enter your ZIP Code and click "Calculate Shipping".

Shipping costs for orders are based on weight or dimensional weight (determined by the actual size of the box), whichever is greater. Ground shipping is not available to AK, HI, VI, or Puerto Rico. All shipments to Canada except shipments to P.O. boxes use UPS Ground. We do not ship to P.O. box addresses in the Pacific Rim U.S. territories (Guam, Marshall Islands, Mariana Islands, Palau, etc.); you must have a street address. All orders to U.S. territories will be shipped via UPS Worldwide Service.
For the 48 contiguous United States, J&R offers a variety of shipping options on all electronics-related items: Ground, 2 Day Air, 1 Day Air, and Saturday Delivery. We currently use UPS as our main carrier. US Mail options are used for P.O. boxes and APO/FPO orders. Some overweight or oversized items may not be available for shipment outside the 48 contiguous U.S. or to Post Office Boxes.

Music/Movie orders with up to 2 standard CDs or DVDs are currently shipped via Mail Innovations / US Postal Service for Standard shipping. UPS Ground is also offered as a choice. Music/Movie orders with boxed sets or more than 2 titles will be shipped via UPS Ground or Air Mail for Standard Shipping. Rush Shipping orders will be shipped via UPS 2 Day Service.

The default shipping is Ground Shipping (for heavy-weight items, it may be Freight Shipping). Other shipping options (such as Rush shipping) will be offered during the checkout process.

All orders (other than Music/Movie orders) may require someone to sign for them.

Many items on our site currently feature Free Shipping; you will often see a drawing of a truck with the word "FREE" written on it. These are limited offers and may be withdrawn at any time prior to (but not after) you place an order. Free Shipping applies to orders shipped via Standard Ground shipping (not Rush or Freight) and applies only within the 48 Contiguous States.
Orders are processed upon receipt. Actual shipping time is contingent upon availability of merchandise and credit verification. Most orders are shipped within 2 business days of receiving your order. No orders are processed or shipped on Saturdays or Sundays. In the event of delays, every effort will be made to contact you by phone, e-mail or mail. If the delay is due to backorder, you will receive notice and be given the choice to remain on backorder, substitute to another item, or cancel your order.

Estimated shipping times are provided on our website on the individual product detail and shopping cart pages. For example Usually ships in 1 - 2 business days, "...3 - 5 business days", "...5 - 7 business days". The number of days the order takes to reach you depends upon the shipping method you chose and your location. For example, if you chose an item with an availability of "1 - 2 business days" and you choose a shipping method of "2 Day Air", your order will reach you in 3 or 4 business days. Ground Shipping can take between 3 and 10 days, depending on what part of the country you are shipping to (East Coast is the shortest, West Coast takes the longest). "Business days" do not include Saturday, Sunday or Holidays. Some items may list a stock status of "temporarily out of stock". This means we are waiting for our next shipment from the manufacturer. We receive daily shipments from our various distributors; pre-ordering this item will automatically prioritize your order once we receive this item. Music and Movie titles, (CDs, DVDs, etc.), that show Availability of "Special Order" or "usually ships in 1 - 2 weeks" may take longer to obtain. If any of these items are not in stock, we will keep trying to obtain them for a period of up to 14 days, and will hold all of the titles on the order while we try to locate the "Limited Availability" items. Any items which cannot be obtained in 14 days will be cancelled and available items will be shipped. If you wish, you may place all "Limited Availability" items such as this on a separate order to speed the shipment of more easily obtainable titles.
If you are paying with a credit card that has a Billing Address that is not in the U.S., U.S. Territories, Puerto Rico, Canada, or APO/FPO, select "International" for your Billing State and enter the correct country, billing phone number, and any other necessary information in the "International Billing" box in the Other Information section of the Checkout Process.

Please note - on the Review page and if you go back to edit your billing information, your Billing State will appear as "AE - Armed Forces Europe" under the Billing Address section. At this time, we ship to the U.S., U.S. Territories, Puerto Rico, Canada, and APO/FPO only.
Products are warranted solely by the manufacturer. The complete warranty is included with the product and is subject to the conditions set forth by the manufacturer. J&R offers an exclusive 30-day exchange/refund policy on mail order and web purchases, and a 14 day exchange/refund policy on retail store purchases. Please note: defective computer software and opened pre-recorded DVDs and CDs may be exchanged for same title only. For health reasons, in-ear headphones and some personal care items that have been opened may only be exchanged if defective and for the same item. All retail store purchases require your J&R itemized receipt for return or exchange.

If you are not satisfied with your purchase, you may return it for exchange or refund (excluding shipping and handling charges) within 30 days, subject to a Return Authorization from J&R (see exceptions above). Keep your purchase, accessories and all packing materials in new condition to avoid any restocking fees. Web and mail order purchases require an RA (Return Authorization) number. For an RA (Return Authorization) number, call Customer Service at (800) 426-6027. Please note that an RA # does not guarantee final disposition and all returns are subject to inspection. All exchanged/ returned merchandise must be in original factory carton, including all packaging materials, inserts and manuals, warranty cards (not filled-out) and all accessories. Please do not tape or write anything on the item or the original manufacturer's carton. In some cases, we may charge you for the replacement of damaged, altered, missing, written-on or taped-on contents or cartons. We reserve the right to refuse any such items.

• All returns must be packed in an outer shipping carton with valid RA # written on the outside of the shipping carton.
• A copy of your original invoice must be included in your return package.
• Please note: our Returns Receiving Department will refuse any package that does not have a valid RA#. There are no exceptions.
• Please ship your parcel back to us Freight Prepaid. We suggest that you use UPS Ground Service "Insured". Sorry, we cannot accept COD or freight-collect shipments.

We do not reimburse or refund shipping charges if a third-party shipper is used, such as Mail Boxes Etc., Postal Annex, etc. Note: A signed proof of delivery will be required on all lost package claims. The above guidelines apply to all internet and mail order purchases.

Send pre-authorized returns to:
J&R Music and Computer World
59-41 Maurice Ave.
Maspeth, NY 11378

Purchases made through our website or by phone may also be returned to our Retail Store. Returns for computer and office products can be brought to 1 Park Row basement. Returns for other consumer electronics can be brought to 31 Park Row basement.
If you need to cancel or make a change to your order, please call us immediately at 1-800-426-6027. Emailing is not effective for this purpose, as your order may ship before we can respond to your email.

If we cancel an order you placed with us, we offer you the opportunity to receive a substitute or alternative item by calling our Toll Free Sales department at 1-800-806-1115 and speaking with one of our sales representatives referencing your cancelled order number. As an accommodation for your understanding and loyalty to J&R, we will ship you your new selection for FREE. This offer is limited to Ground Service only and excludes freight items and movies or music titles. If your cancelled item is a freight item, please still call us and we will work out an acceptable accommodation.

If your product was a Music or Movie title, please be aware it is our policy to cancel that portion of the order that we cannot obtain in a short period of time. If we do not have a music or movie title in our vast inventory, we order it from a distributor. If our distributor is out of stock, we then order it from a back-up distributor. If all sources are out of stock, it is our experience that the title is currently unavailable. We cancel that title as a convenience to you so that you are free to look elsewhere for it.

J&R only collects sales tax on orders being shipped to an address within New York State. Sales tax is calculated to be the same as your local New York sales tax. There is no tax collected for orders shipped outside of New York State. Shipping charges do not include any duties or GST. Brokerage fees are included for UPS Worldwide, but not for UPS Ground. If you have any questions about these fees, consult your local government import office.
We at J&R take your privacy as seriously as you do. To help ensure your privacy, we use the most up-to-date encryption technology to keep your personal information as secure as possible. This includes your billing, credit card, and account information; none of this can be read as it travels to our system. We do not sell, trade, or otherwise share your personal information, such as name, email address, physical address, phone numbers, buying history, etc. without your permission. Your information stays here, period. You do not have to worry about receiving unsolicited email from other companies or individuals as a result of shopping, entering a contest or an auction at JR.com. If you would like to receive email regarding J&R Specials, leave the appropriate box checked during the Order process, Registration process, or click the link for the J&R Newsletter on our Home Page and fill in the form. Every email newsletter comes with a link to unsubscribe. We do, on occasion, send out an email announcement to inform our customers when we add a major new feature to our website; once again, those email addresses are not shared with anyone else. If you wish us to retain personal information (to make repeat shopping easier), you need to complete our registration process, which includes setting up a unique email address and password. To modify your personal information, you will need to click on "My Account", and enter your email address and password. If you have any questions regarding our privacy practices, please contact custserv@jr.com.
We require the Secure Sockets Layer ( SSL ) protocol and Session Cookies to be enabled on your browser in order to take advantage of many special features, such as registration and ordering, or you will not be able to place an order online. Session cookies allow us to hold items in your unique shopping cart, and to tell your shopping cart from that of another user.

In order to assure that these services work, you may need to set-up your web browser. Here are some simple instructions;

If you use Microsoft Internet Explorer, you can check and change the status of your SSL setting by clicking on Tools at the top of the browser, select Internet Options, click on the Advanced tab, scroll down to Security and make sure SSL is checked. You can check and change the cookies setting by clicking on Tools at the top of the browser, select Internet Options, click on the Security tab and then Custom Level, scroll down to Cookies and make sure it is enabled.

If you use Netscape, you can check and change the status of your SSL setting by clicking on Security at the top of the browser, select Navigator on the left column, and make sure SSL 2.0 is checked under Advanced Security (SSL) Configuration. You can check and change the cookies setting by clicking on Edit at the top of the browser, select Preferences, click Advanced and make sure "Accept all cookies" is set.
At jr.com your order process is secured with the Secure Sockets Layer (SSL) protocol. SSL provides you with the freedom to shop online without the fear of your credit card information being stolen. This encryption compares to a combination lock that has several trillions of combinations. There are three ways that indicate whether you're on a secure web page:

1. All URL's (web addresses) that require and use an SSL connection start with https: instead of http:
2. The key or padlock on your browser screen will become solid.
3. Security Alert messages may popup while moving between regular and secure pages.

VeriSign is a service that authenticates the integrity of this encryption method (see the VeriSign logo on the screen during the order process).
On our Website, we accept Visa, MasterCard, American Express, Discover, Bill Me Later^®, Google Checkout and the J&R Gift Card. If the amount of the purchase is greater than the balance on the Gift Card, you must pay the difference with another payment method. Only one gift card can be used per purchase on our website. If you wish to order using more than one gift card, please phone in your order to our Mail Order department at 1-800-806-1115. Our Mail Order Department also accepts personal checks and business checks. Our Retail Stores also accept cash and traveler's checks and J&R Gift Cards.

If you would like to pay cash for your purchase, you can simply buy a PaidByCash Virtual Card at over 60,000 neighborhood locations near you, and spend it online at JR.com or by phone with our Mail Order department, just like a Debit MasterCard. Click Here to learn more.

If you would like to order from J&R and pay by Check or Money Order, Click Here to print out an order form, and follow these instructions:

Use the website to pick out the products you want. Enter the Quantity, Item Number and price for each item. To find the Ground shipping costs, you will need to add all items to your shopping cart, put in your ZIP Code, and click "Calculate Total". In the cart, the actual shipping rates for Ground shipping will be displayed. Follow the directions on the Ordering Form; the instructions for paying by check are the same as for paying by Money Order. The address to mail in the form and your payment are on the form.

If you have any questions during the process, you can call 1-800-806-1115 and someone will assist you with the order process.

Select items listed on JR.com are classified as Open Box products. The scratches, dents or physical blemishes on Open Box products do not affect their performance; they will perform just like a brand new unit. In some cases, it is simply the box that is damaged. In other cases, there are one or more scratches on the unit. In still other cases, the unit had a glitch in one of it's functions, and has been repaired or refurbished by an authorized service center. These units should have all critical accessories (those essential for the operation of the unit).

Products in our Open Box section can result from any of the following:

• Manufacturer box has damage, but the unit within is not damaged.
• Product was returned to us in good working order.
• Product was returned to us without a box, or with writing on the box or instruction manual or other paperwork.
• Product was dented or scratched in shipping.
• Product was repaired and restored to original specifications by a factory authorized service center.

Please note: We have no way of tracing which of the reasons above has resulted in any particular unit being sold in our Open Box section, nor the degree of physical blemish any individual unit has. Many items are not displayed at our stores.

If you are not satisfied with your Open Box purchase, you can return your item to us within 30 days and will receive a full refund of your purchase price.

Quantities on Open Box items are very limited. All orders are processed on a first come, first served basis. Since the "availability" status on our website does not update in real-time, it is possible we may receive several orders in a row before the product status can be changed to "Sold Out". If your order is received after all the stock has been reserved, your order will be cancelled and you will be notified by email.
Specifications on product detail pages provided by manufacturers relating to the speed (including printer speed), performance, capabilities, and functionality of their products are typically provided for comparative purposes. The actual speed (including printer speed), performance, capabilities and functionality of your product will vary with use.

All new products are sold with the manufacturer's limited warranty.
To obtain a free copy of the manufacturer's limited warranty details for any product we sell, write to us at the address below. Please be sure to include the product's brand name and model number.

J&R Music and Computer World
Attn: Warranty Request
59-21 Queens-Midtown Expressway
Maspeth, Queens, NY 11378
To place an order on our website, you will first need to click on the "Add to Cart" buttons for the products you want. If you want to order any of the accessory products that often appear on the "Accessories" tab below the product, you can simply click the checkboxes of the ones you want, and then click "Add Selected to Cart". Each time you click "Add to Cart", you will be taken to the Shopping Cart section of our site. To return to shopping, simply click "<< Continue Shopping" link, or use your browser's "Back" button.

You can remove a product by clicking the "Remove" button or by changing the quantity to zero and clicking the "Update Cart" button. You can change a quantity by clicking the "Quantity" box, typing in the amount you want, and clicking the "Update Cart" button.

When you are ready to make your purchase, click on the "Proceed To Checkout" button on the Shopping Cart page. If you are a Registered User, and not yet logged in, you will be given the option after clicking "Proceed To Checkout". Once you log in, you will have your default Billing and Shipping Address information pre-populated during the checkout process. You will be able to select the shipping method during the checkout process.

The JR.com checkout process is secure and simple and consists of only three steps: Billing and Shipping Address, Payment and Shipping Options, Review and Complete

During all steps, required fields are marked with a red asterisk (*). You will not be able to continue through the process if any required fields are left blank. Additionally, certain fields are validated to ensure the information was entered correctly, ensuring your order can be processed quickly once it is submitted. You will be prompted to fix any information that was not entered correctly. At any time during the checkout process, if you have questions or need assistance, you can call for assistance. The phone number is displayed in the upper right corner on each page of the checkout process.

On the first page of the Checkout Process you will be asked to enter your billing and shipping address information. The billing address information you enter must match the information on file with your credit card company. If it does not, we will contact you to verify your information. If you are shipping to the same address, select the "Save Time" checkbox above the Shipping Address fields and your billing information will be automatically entered into the appropriate shipping fields. On browsers where JavaScript is not enabled, these fields will not be populated until you continue to Step 2 of the checkout process. Orders shipped to an address that is different than the billing address may be delayed for verification.

Under the "Other Information" section, you may enter International billing address information or the salesperson number if you received assistance from one of our trained telephone salespeople.

If your order is a gift, you may also select the appropriate gift options on this page. You can include a personalized gift message of up to 60 characters, choose to send the recipient a gift notification email, and choose whether to display prices on the recipient's invoice.

Once you have entered your billing and shipping address information, select the "Continue" button to move on to the Payment and Shipping Method page. On this page, you will enter the information for the payment method you want to use. JR.com accepts Visa, MasterCard, American Express, Discover, Bill Me Later^® and the J&R Gift Card. If you choose to pay by Gift Card, you will have the ability to add another payment method if your order amount exceeds your gift card balance. Please note you can only apply one gift card per order. If you wish to pay by check, please call our Mail Order Department at 1-800-806-1115. Additionally, available shipping methods and associated ship charges will be displayed on this page. Only shipping methods applicable to your order will be displayed. Once you select a shipping method, you will see the total amount of your order, including any applicable sales tax.

On the next page, you will have the opportunity to review the information you have entered. If you need to make changes, press the "Change" link, and you will return to the applicable page within the checkout process where you can change your information. Please note: Your order is not complete until you click the Complete Order button.

After placing your order, you will be presented with an order confirmation page you can print for your records (there is a place to click for a "printer friendly" version), along with an opportunity for "quick registration". If you would like to create an account on JR.com, making future purchases quicker and easier, you can fill in this section. Once you create an account, we will store your billing and shipping addresses and will pre-populate this information the next time you check out at JR.com.
You will receive an automatic email with the details of your order. You will receive another email when your order ships, with tracking information where available.
When you click on an "Add To Cart" button, it places that item in your shopping cart. It will remain there for approximately 30 days until you either purchase it or delete it. If you are a Registered User, and have logged-in prior to placing an item in your shopping cart, it will remain there until you purchase or delete it. There are products that we have priced so low, the manufacturers do not like us to display our price on the product description page. Because of this, we often ask you to click the "Add To Cart" button in order to see our actual low price.

You can remove a product by clicking the "Remove" button. You can change a quantity by clicking the "Qty" box, typing in the amount you want, and clicking the "Update Cart" button.

On the right side, is a box to put in your ZIP Code; you can then click "Calculate Total" for the basic shipping option. The Shipping Method options that are presented here are based on the ZIP Code entered. The default method is Ground. UPS Ground is currently used for most orders. P.O. Boxes will have U.S. Mail Standard shipping used for this option.

You will also see suggested accessories for the products in your cart. You can click on the "Add To Cart" button next to the ones you want.

When you are ready to make your purchase, click on the "Proceed To Checkout" button. You will be taken to a very safe and secure Checkout form to complete your order.