Home Theater Gear is dedicated to providing customers with a great experience every step of the way. If there is a problem with your order, give us a call and we'll work with you to resolve the problem quickly and to your satisfaction.
|Please contact Home Theater Gear Customer Service with any questions or concerns.
8515 Jackrabbit Rd. Unit B
Houston, TX 77095
Tuesday - Saturday: 9:00 am - 6:00 pm
Sunday - Monday: Closed
We accept Visa, MasterCard, Discover, American Express, and PayPal.
When Does My Credit Card Get Charged?
Your credit card will be charged as soon as your order is placed. When purchasing custom orders with American Express, your card will be charged 50% when the order is placed and the remaining 50% when it is shipped.
Home Theater Gear accepts cancellations made by phone or Live Chat during normal store hours within 30 minutes of the order being placed. Any cancellation requests made outside of normal store hours, or made after the allotted cancellation time, will not be accepted. Customers requesting cancellation by phone will receive a confirmation e-mail, which must be replied to in order to complete the cancellation. Customers requesting a cancellation by phone should remember to add Home Theater Gear to their email address book, contacts, or safe list to prevent the confirmation email being sent to Spam.
Orders Not Eligible for Cancellation:
- Any order not canceled within 30 minutes of ordering
- Any order not canceled during Home Theater Gear's normal store hours
- Any order canceled via answering machine message- cancellations must be requested through direct communication with a Home Theater Gear Customer Service representative
Home Theater Gear accepts returns of most non-defective, non-custom-order items within two weeks (14 days) of delivery for a 30% restocking fee, plus any shipping and handling fees. To begin the return process, please contact Home Theater Gear Customer Service. Returned items are eligible for either exchange or refund (customer's choice). If an exchange product is requested, the customer will still be billed the applicable shipping and restocking fees for the returned item, as well as any shipping fees for the new exchange item.
Custom order items, such as made-to-order theater seats, couches, and licensed sports team items may be returned for a 50% restocking fee, plus shipping and handling fees. Our Quick Ship Palliser home theater seats do not qualify as custom order products, and may be returned for the 30% restocking fee. If you received free shipping with your purchase, the shipping fees originally covered by Home Theater Gear will be deducted from your refund or billed to your account if you are requesting an exchange. Non-defective returns must be returned in the original packaging, including all papers such as instructions or warranties, and must be in new, unused condition.
Items Not Eligible for Return:
Not limited to:
- Any product that has been used, installed, or modified after shipping from Home Theater Gear
- Any product not in complete original packaging
- Any product not returned within the two week return period
- Food products, including popcorn packs, flavored syrups, and cotton candy sugar floss
- Carpet, personalized wall signs, and acoustic wall panels
- Clearance items
- Items not purchased from Home Theater Gear
If for any reason you receive an item that is damaged, or you receive the wrong item due to an error on Home Theater Gear's part, contact Home Theater Gear Customer Service within 10 days of receiving the defective item for a replacement. Home Theater Gear issues exchanges for defective items, not refunds.
Upon contacting Customer Service about a defective item, you will be issued an RMA number, to be included with the defective item being exchanged. Home Theater Gear will cover all shipping costs for defective items. If you do not contact Customer Service within 10 days of receiving the defective item, the return will be treated as a warranty issue, and will not be accepted as a defective item return.
Items Not Eligible for Defective Product Returns:
- Any return not requested within the 10 day period after delivery of the product
- Any item that is not damaged or defective, or does not constitute an error on Home Theater Gear's part
- Clearance items (all clearance items are sold as-is, no returns)
- Items not purchased from Home Theater Gear
Note: Home Theater Gear will not issue refunds or exchanges until after receiving the item being returned. This includes made-to-order items such as theater seats, couches, and licensed sports team products that typically take two weeks to ship; Home Theater Gear will not place the order for the replacement until the item being exchanged has been received.
Home Theater Gear provides easy exchanges for any damaged or defective products (excludes clearance items). In addition, many of our products are also covered by a Manufacturer's Warranty. As always, if you have any questions, please don't hesitate to contact Home Theater Gear Customer Service.
Shipping and Delivery
Home Theater Gear ships anywhere in the contiguous United States, as well as to Hawaii, Alaska, and international locations. Contact Customer Service for additional information about shipping to areas outside the contiguous United States, or check out our Shipping Policy. Many of our furniture products are also eligible for White Glove Delivery. Any items eligible White Glove Delivery will offer it when you add the qualifying items to your cart.
Out of Stock / Backorder Products
In rare cases, some items may be on backorder or out of stock. If an item in your order is on backorder or out of stock, you will be contacted immediately and provided the option of changing or cancelling your order without any fees or penalties (excludes custom orders).
Home Theater Gear will match any reputable competitor's normal retail price on any product. Simply call 281-550-9600 and refer the customer service representative to the website with the price you wish to match. Some restrictions apply, see our Price Match Guarantee for details.
Home Theater Gear is required by law to collect sales tax on orders shipped anywhere in Texas. If your order qualifies for sales tax, the correct charges will be automatically added to your purchase total and displayed on the shipping and payment page during checkout, after you have entered your shipping address.
Although we are not required to collect tax on orders shipped to other states, some states require shoppers to file sales/use tax annually on any items ordered online or by other remote means. These sales/use taxes apply to any taxable item that did not have tax automatically removed by the retailer at the time of purchase. We recommend that all our customers check with their local tax authorities to determine if their purchases require sales/use tax to be filed.