Frequently Asked Questions
We have grouped the questions shoppers send us most into a few short sections so you can jump straight to what you need. If something is not covered here, please get in touch with us and a member of our team will follow up.
Instrument Authenticity and Support
Are the instruments you sell genuine?
They are. Every instrument we list is a genuine factory unit sourced through the manufacturer's authorized supply chain, and each one ships with its documentation. We do not deal in clones, gray-market stock or reboxed instruments, so what reaches you is the same tool the maker put on the shelf.
What condition will my instrument arrive in, and does manufacturer support still apply?
Your instrument arrives in factory condition with the manufacturer's calibration documentation included, and it keeps the maker's own support programs intact. Because the unit comes straight from the authorized channel, any manufacturer coverage that ships with the product stays with it. Should anything be wrong on our end, that situation is covered by the 30-day return window described below.
Shipping and Delivery
How soon does my order ship, and what does shipping cost?
Shipping is free on every order sent within the United States, with no minimum spend attached. We process orders in 1 to 2 business days, transit then runs 6 to 8 business days, and the full window from checkout to your door works out to 7 to 10 business days. Orders placed before 5:00 PM EST on a working day begin processing the same day. The complete breakdown lives on our Shipping Policy page.
How do I follow my shipment?
As soon as your order leaves us, a tracking number arrives by email. Drop that number into the carrier's tracking page or open our Track Your Order page to watch its progress. Tracking can take up to 24 hours after the shipping notice before it starts to update.
Who carries my package, and do you ship abroad?
Orders travel with one of our established carrier partners: USPS, UPS and FedEx. The carrier assigned to your shipment depends on your location along with the size and weight of the order, and every package is tracked end to end. For now we ship only within the United States and do not offer international delivery yet, though we are working to widen our reach.
Orders and Payment
How do I place an order?
Browse the catalog, add the instruments you want to your cart, then open the cart and move through to checkout. Enter your delivery address and payment details and submit. A confirmation email lands in your inbox once the payment clears.
Which payment methods do you take?
At checkout we accept the following: American Express, Apple Pay, Diners Club, Discover, Google Pay, MasterCard, PayPal, Shop Pay, Visa. Each transaction runs through a secure payment gateway, and your payment details are never held on our systems.
Can I change or cancel an order after I place it?
Reach us within 24 hours of placing your order and we can adjust or cancel it. Email support@testequipmentdirect.com as soon as you can. Once that 24-hour window closes the order has entered fulfillment and can no longer be changed.
Returns and Refunds
What is your return window?
You have 30 days from the delivery date to request a return. Items need to return unused and in their original packaging, with every accessory and manual and any factory seals left as they came. We do not charge a restocking fee on returns. A small number of items are marked final sale on their product page and cannot be returned. The full terms are set out on our Refund & Return Policy page.
How do I start a return?
Getting a return going takes three steps:
- Email support@testequipmentdirect.com with your order number and a quick note on the reason.
- We reply within 1 to 2 business days with return instructions and the address to ship to.
- Repack the instrument in its original packaging and send it to that address.
Once it reaches us and clears inspection we will confirm whether the return is approved. Everything is spelled out in our Refund & Return Policy.
When will my refund come through?
After we receive and approve your return, the refund is handled within 7 business days and goes back to the payment method you used at checkout. Your bank may need a little extra time before the credit shows on your statement.
Getting Help
How do I reach your support team?
The quickest route is email at support@testequipmentdirect.com, or you can use the form on our Contact Us page. Our team is available Monday to Friday, 9:00 AM to 5:00 PM (EST), and we answer all inquiries within 1 to 2 business days.
Do you handle bulk or volume orders?
We do. For volume pricing and availability on a larger order, write to our team at support@testequipmentdirect.com and we will put together the details.
Still Have Questions?
If the sections above did not answer what you were after, head to our Contact Us page or email us at support@testequipmentdirect.com. These may also help:
Contact
If you have questions or need assistance, we're happy to help. Visit our FAQs page or Contact Us directly.
Contact Information
Store Name: Test Equipment Direct
Address: 55 Paradise Ln, Bay Shore, New York, 11706, United States
Email: support@testequipmentdirect.com
Number: +1 (929) 512-7565
Hours of Operation: Monday to Friday, 9:00 AM to 5:00 PM (EST)
We aim to respond to all inquiries within 1 to 2 business days.