Nextdev North Limited / Grand Videoke North America - Canada & US
General Terms & Conditions
As of February 28, 2023

A. Shipping Deals

Grand Videoke Canada offers FREE shipping within Canada and the US (non-remote areas). Free shipping offer applies to purchase of any Grand Videoke main unit model.

A minimum surcharge of at least CAD $35.00 / USD $30.00 will be charged for deliveries to remote areas. Some areas may also require package pickup from the post office. An advise will be sent via email or door note if post office pickup is required.

B. Shipping Lead Time and Tracking Information

The total number of days it would take before the package arrives at your location will be the sum of its transit time and order processing time. Our order processing time is 1-2 business days. Our transit time is 1-10 business days, generally through our logistics partners: UPS, FedEx, Canada Post, Purolator, DHL, BoxKnight, and Dicom. During high sales seasons (e.g. sales surge, Black Friday, Boxing Day, December), there is no guarantee that we will meet the expected fulfillment and transit times as there could be an order waitlist or delays on our logistics partners.

You will be notified via email once your order is validated and shipped, together with the tracking number of the shipment.

You may track the shipment of your order using our logistics partners' tracking system:

- UPS: https://www.ups.com/track
- FedEx: https://www.fedex.com/en-ca/home.html
- Canada Post: https://www.canadapost.ca/cpotools/apps/track/personal/findByTrackNumber?execution=e1s1
- Purolator: https://www.purolator.com/en/ship-track/tracking-summary.page?
- DHL: https://www.dhl.com/ca-en/home.html 
- Dicom: https://www.dicom.com/en/dicom/tracking

NOTE: The product warranty may not include inbound and outbound freight charges in case the product needs to be transported back to Nextdev North Limited, unless free return/exchange has been offered. Customer shall shoulder both inbound and outbound shipping costs, and must be prepaid and insured.

C. Order Cancellation

As our products are in high-demand, we can only cancel orders within the the next 5 minutes when the order is placed. Once this time limit has passed, absolutely no cancellation will be accepted. 

Nextdev North Limited is not responsible for charges related to unconfirmed cancellation through 24/7 Live Experts via website chat, email, or voice messages. 

D. Returns and Refunds

Please refer to our Terms and Conditions for Returns by clicking this link:
- Canada: www.grandvideoke.ca/pages/returns
- US: www.grandvideokeusa.com/pages/returns

NOTE:

1. Refund is not allowed for items that were not delivered due to the refusal of the customer to pay the applicable duties and/or taxes (if applicable). 
   
2. We reserve the right not to accept items without an authorization number. 
   

E. Warranty & Repair Concerns

Please contact us at hello@grandvideoke.ca, our 24/7 Live Experts via website chat at www.grandvideoke.ca/?chatwithus (Canada) or www.grandvideokeusa.com/?chatwithus (US), or via Facebook Messenger at: www.facebook.com/grandvideokenorthamerica prior to sending your unit to us.

Our 24/7 Live Experts will first diagnose your product's issue via email, chat, video call, or phone call. If the product issue could not be resolved over email, chat, video call, or phone call, we will send you an authorization number and return shipping instructions within 1-2 working days.
 
If the unit is covered by the warranty, we usually cover the back-and-forth shipping. If the unit is out-of-warranty, please note that the unit must be sent to us prepaid and insured for the whole purchase price. We will repair replace the unit for free if it is covered under warranty. If certain parts must be replaced out-of-warranty, the corresponding fee for the replacement unit shall be charged to the customer.

For out-of-warranty units, the customer must also shoulder the shipping cost from Nextdev North Limited back to the customer’s location.

NOTES:

1. We reserve the right not to accept and service any unit that has no authorization number or properly accomplished service form (if applicable).

2. We cannot offer support on products not purchased from Grand Videoke North America - Canada & US. This includes products that are purchased from the Philippines or other US retailers not operated by Nextdev North Limited.