FAQs

FAQs

Shipping & Delivery

Q: Where do you ship your display mounts?
A: We limit our delivery services strictly to physical locations within the contiguous United States (lower 48 states). We do not support transit routes to Alaska, Hawaii, or unincorporated U.S. territories.

Q: How much do you charge for shipping?
A: We apply a flat rate of $10.00 for orders below $80.00. For orders valued at $80.00 and over, ground shipping is completely free.

Q: What is your order processing and delivery schedule?
A: Our logistical operations are structured into order processing and ground carrier transit phases. Our daily order cutoff time is 3:00 PM EST. Orders placed after this time will be processed the next business days. The official schedule follows a straightforward addition formula:

1-3 business days (Order Processing) + 3-8 business days (Transit) = 4-11 business days (Total Delivery)

Q: How can I track my shipment?
A: Once ground carriers collect your package, an automated shipping confirmation email is sent containing your unique tracking link. Please allow 24-48 hours for tracking data to activate in the carrier’s system.

Q: What carriers do you use to transport packages?
A: We coordinate ground transit through reliable national carriers, including UPS, FedEx, and USPS. We do not use DHL for physical package delivery.

Returns & Refunds

Q: What is your returns window and product eligibility criteria?
A: You can initiate a return within 30 business days of package delivery. We allow returns of items with light use, provided they are in a resale condition with their original packaging and components intact.

Q: How do I initiate a return and get my money back?
A: To guarantee efficient processing, you must follow our return intake procedures. 退货前必须先通过客服邮箱联系获取 RMA（退货授权码）及正确的退货接收地址。如未提前申请 RMA，可能会延长处理时间，请务必联系我们获取正确的退货指引。 Once you contact us at info@ergoscreenmount.com, we will provide the RMA code and instructions.

Q: Who pays for the return shipping costs?
A: Financial liability is determined by the return reason. If the return is due to merchant error (such as a defective bracket or damaged package), we cover all return shipping costs with a prepaid label. If you change your mind or bought a mount with mismatched VESA dimensions, you must cover the carrier fees.

Q: Do you charge a restocking fee?
A: No. We offer a $0.00 Restocking Fee policy on all eligible returns received within the standard return window.

Q: How long does it take to process my refund?
A: Once your return is received at our returns address, we review the box contents within 1-3 business days. Approved refunds are credited to the original payment card, and most banks display the credit within 5-10 business days.

Products & Quality

Q: How do I ensure my monitor or TV is compatible with a mount?
A: Compatibility depends on your display’s physical weight, diagonal screen size, and specific VESA hole pattern. Mounting brackets are designed to support specific VESA patterns, display sizes, and weight capacities. Please ensure your television or monitor meets these structural requirements before installation.

Q: What if the steel bracket finish looks slightly different from the product photo?
A: Slight cosmetic variations are normal. The actual color of the products may display slight differences under different ambient lighting or device screens. This is a common characteristic of home furnishings and materials and does not affect safety. If you are unsatisfied, you are fully entitled to initiate a standard return within the 30 business days window.

Q: Are minor alignments or sizing deviations normal for metal mounts?
A: Yes. Due to standard dimensional tolerances and minor physical variations in screen frames, physical alignments may show slight, negligible variances which do not affect structural safety or mounting integrity. If a bracket does not match your display frame, you can return it easily under our standard terms.

Orders & Payment

Q: What credit cards do you accept at checkout?
A: We accept secure card transactions from Visa, MasterCard, American Express, and Discover. We do not accept personal checks, money orders, or electronic wallets.

Q: Can I cancel my order if I change my mind?
A: You can request a cancellation within 12 hours of completing checkout by emailing info@ergoscreenmount.com. If the cancellation request is received within this 12 hours window, we will return the funds in full. After this timeframe, packages enter processing and cannot be cancelled.

Q: Is my personal and billing data secure?
A: Yes. We secure checkout paths using 256-bit SSL encryption. We are fully compliant with PCI-DSS guidelines, and we do not store your complete card number or security codes on our local drives.