Frequently Asked Questions
Q. Is Samsungparts.com / J & J International, a division of Samsung?
A. No, we are not. We are the authorized distributor and reseller of all Samsung parts. Samsung does not sell parts directly to consumers, thus, when you call Samsung to purchase parts for your Samsung product, Samsung agents may direct you to us but we are not a sub-division nor a part of the Samsung company.
Q. Do you manufacture parts for Samsung?
A. No. As mentioned above, we are the authorized distributor. We do not manufacture any of the parts that are available to you.
Q. Does your customer service team provide support with technical issues related to parts?
A. Unfortunately, no. Please contact your local authorized Samsung service center for assistance. You can locate the closest service center on this link: www.samsung.com/us/support/service/location.
Q. Can I receive a part for my Samsung product with my warranty?
A. Unfortunately, no. You will need to contact Samsung directly at 800-726-7864 to inquire about your warranty status and to acquire a part with your warranty. We are the authorized reseller of parts for Samsung, therefore, we do not have any of your warranty information.
Q. What is the warranty policy of Samsungparts.com / J & J International?
A. We warrant all parts and accessories for 30 days from the shipping date. After 30 days, the part may carry a warranty from the manufacturer. Please contact the manufacturer directly for parts found to be defective after the expiration of the Samsungparts.com warranty.
Q. Why do some items "usually ship in 3-5 business days"?
A. These are items we do not carry stock of in our warehouse. Because there are over 500,000 different parts for Samsung products, it is impossible for us to have everything in stock. Such items are requested to Samsung on demand and shipped to the customer upon arrival. By doing so, we can offer all customers a chance to acquire any parts that Samsung still makes.
Q. I selected "Next Day" shipping for an item that "usually ship in 3-5 business days". When will I receive it?
A. As mentioned above, these items are not kept in stock. Once the item arrives at our warehouse from Samsung, then it will be shipped using "Next Day" delivery method. Unless it is absolutely necessary, we do not recommend choosing expedited shipping on an item that "usually ships in 3-5 business days".
Q. What does "Nationwide BO" mean?
A. "Nationwide BO" means that the item is on nationwide backorder throughout US. An item that has been declared "Nationwide BO", usually takes anywhere between 4-8 weeks before it becomes available. You can still place an order for a "Nationwide BO" item and wait. Your credit card will not be charged until we actually receive the item and ship it to you.
Q. What is your return policy?
A. You may return your order within 30 days from the shipping date. Please be aware that all returns are subject to a 15% restocking fee unless the return is a result of our error.
Q. How do I return an item?
A. Please obtain a return authorization number by filling out the return authorization request form. Return instructions will be emailed to you along with your return authorization number. Please note that a 15% restocking fee applies to all items that are returned due to following reasons:
no longer needed
wrong part ordered by you
Q. What is a non-returnable item?
A. We are the authorized reseller of all Samsung parts. Any parts that Samsung won't take back from us are deemed non-returnable. Following items are not returnable:
all circuit boards
DLP light engines
display panels / screens
wireless LAN adapters and other wireless devices
memory & software
Note: If a non-returnable item arrived damaged or is defective, we will exchange it for you.
Q. Can I return an item without a return authorization?
A. No, all items, returned without obtaining the return authorization number from us, will be refused at our warehouse. No refunds will be made for returns that do not contain a return authorization number.
Q. My order arrived damaged. What shall I do?
A. If your order arrived damaged, please contact us immediately to process a return and exchange. Once we receive the damaged shipment from you, we will send out your replacement. We are not responsible for any damage claims that are past 30 days from the shipping date. Therefore, please contact us immediately regarding this matter.
Q. How do I cancel my order?
A. To cancel your order, you must contact us at 800-627-4368 and request cancellation to one of our customer service agents. In-stock items that are ordered before 2pm, usually, ship out on the same day so please call us to cancel your order. Cancellation requests made by emails are generally too late for us to cancel. If the item has already shipped, please fill out the return authorization form to obtain your RMA #.
Q. Can I pick up my order from your warehouse if I live nearby?
A. Unfortunately, no. We are not a walk-in store. Our facility is strictly open to our employees only and you may not come in for a pick-up. All orders are shipped. There are no exceptions.
Q. What is a core value?
A. When you purchase a part that has a core value listed in the description, you have the opportunity to receive credit for your old part. You must send us your old part to redeem this credit. The returned old part is then sent to the manufacturer for an inspection and if approved, you will, then, receive your credit. Please note that if your old part is burned, cracked or is missing some components, a credit may be denied. J&J International is not participant in this program as it is completely run by the manufacturer, therefore, we do not have any say in the decision whether approved or denied. Please also note that the core value programs on some parts may be discontinued at any time without any given notice by the manufacturer.
Q. Are your parts refurbished or new?
A. All of our parts are new, direct from Samsung.
Q. Do you ship partial shipments?
A. Yes. If any item on your order is on nationwide backorder status, we will ship the available items on your order first, then ship out the backordered item once it arrives. You will not be charged for shipping twice.