How to report a damaged order and get your replacement quickly.

If your order arrives damaged, we&#x2019;ll help you get a replacement quickly.<ol data-start="1182" data-end="1529"><li data-start="1182" data-end="1245">Go to Manage Orders and select Report Order Issue.</li><li data-start="1246" data-end="1295">Choose My order was damaged in delivery.</li><li data-start="1296" data-end="1529">You&#x2019;ll receive an email from us requesting photos &#x2014; please reply with:<ul data-start="1375" data-end="1529"><li data-start="1375" data-end="1403">Shipping box (all sides)</li><li data-start="1407" data-end="1433">Close-up of the damage</li><li data-start="1437" data-end="1455">Shipping label</li><li data-start="1459" data-end="1492">Open box showing all contents</li><li data-start="1496" data-end="1529">Damaged item (several angles)</li></ul></li></ol>If you purchased Shipping Protection: We&#x2019;ll process your replacement within&#xA0;1&#x2013;2 business days. Without Shipping Protection: We&#x2019;ll file a claim with the carrier. If approved, we&#x2019;ll send a replacement (usually within 4 weeks).To help us resolve your claim quickly, please report damaged items within 7 days of delivery.

My order was damaged in delivery

Steps to report missing items so we can ship what you need fast.

<div data-block="true" data-editor="a6c67" data-offset-key="8mo8v-0-0" id="isPasted" style="box-sizing: border-box; -webkit-font-smoothing: antialiased; color: rgb(34, 34, 34); font-family: Inter, &quot;Helvetica Neue&quot;, Arial, Helvetica, sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: pre-wrap; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">If something was missing from your HIDEit Mounts order, we&#x2019;ll get it to you quickly.Before you report it: Check for bundled items in shared packaging &#x2014; we sometimes pack multiple mounts together to save space and materials. Look for stickers or labels that say &#x201C;More Mounts Inside&#x201D; or &#x201C;Bundle&#x201D; before assuming the item is missing.If it&#x2019;s truly missing, here&#x2019;s what to do:<ol data-start="1092" data-end="1442" style="font-family: initial;"><li data-start="2270" data-end="2333" id="isPasted" style="font-family: Inter;">Go to Manage Orders and select Report Order Issue.</li><li data-start="2334" data-end="2387" style="font-family: Inter;">Choose Some items are missing from my order.</li><li data-start="2388" data-end="2513" style="font-family: Inter;">You&#x2019;ll receive an email from us &#x2014; reply with:<ul data-start="2442" data-end="2513" style="font-family: initial;"><li data-start="2442" data-end="2458" style="font-family: Inter;">Packing slip</li><li data-start="2462" data-end="2478" style="font-family: Inter;">Shipping box</li><li data-start="2482" data-end="2513" style="font-family: Inter;">Photo of all items received</li></ul></li></ol>Replacement process:<ul data-start="1471" data-end="1644" style="font-family: initial;"><li data-start="1471" data-end="1580" style="font-family: Inter;">Once we receive your reply, we&#x2019;ll process the shipment of your missing item within 1&#x2013;2 business days.</li><li data-start="1581" data-end="1644" style="font-family: Inter;">We&#x2019;ll send you tracking details as soon as it&#x2019;s on the way.</li></ul>To help us resolve your claim quickly, please report missing items within 7 days of delivery.<div data-offset-key="8mo8v-0-0" style="box-sizing: border-box; -webkit-font-smoothing: antialiased; position: relative; white-space: pre-wrap; direction: ltr; text-align: left;"><img src="https://attachments.gorgias.help/g0xq/hc/wplx/more%20mounts%20combo-dac6bfe2-304c-46c0-a7d9-d6ae4e36b89d.png" style="width: 300px;" class="fr-fic fr-dib"></div></div><div data-block="true" data-editor="a6c67" data-offset-key="6r1ga-0-0" style="box-sizing: border-box; -webkit-font-smoothing: antialiased; color: rgb(34, 34, 34); font-family: Inter, &quot;Helvetica Neue&quot;, Arial, Helvetica, sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: pre-wrap; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"> </div>

Some items are missing from my order

How to report and replace an incorrect order.

If you received the wrong items:<ol data-start="3211" data-end="3461"><li data-start="3211" data-end="3274" style="font-family: Inter;">Go to Manage Orders and select Report Order Issue.</li><li data-start="3275" data-end="3335" style="font-family: Inter;">Choose The items are different from what I ordered.</li><li data-start="3336" data-end="3461" style="font-family: Inter;">You&#x2019;ll receive an email from us &#x2014; reply with:<ul data-start="3390" data-end="3461" style="font-family: initial;"><li data-start="3390" data-end="3406" style="font-family: Inter;">Packing slip</li><li data-start="3410" data-end="3426" style="font-family: Inter;">Shipping box</li><li data-start="3430" data-end="3461" style="font-family: Inter;">Photo of all items received</li></ul></li></ol>We&#x2019;ll process your replacement within 1&#x2013;2 business days.To help us resolve your claim quickly, please report incorrect items within 7 days of delivery.<div data-block="true" data-editor="a6c67" data-offset-key="6r1ga-0-0" style="box-sizing: border-box; -webkit-font-smoothing: antialiased; color: rgb(34, 34, 34); font-family: Inter, &quot;Helvetica Neue&quot;, Arial, Helvetica, sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: pre-wrap; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"> </div>

The items are different from what I ordered

Lost hardware? We can ship a replacement for $5 US shipping. Most hardware can also be found at your local hardware store (#8 drywall screws).Missing from your order? Submit a Missing Item Claim if purchased direct from our site.Purchased from Amazon or other marketplaces? Contact the seller directly &#x2014; they sometimes send incomplete returns.

What do I do if I am missing hardware?

Want to swap for a different mount or size? Start your request by clicking “Return Order” in our Help Center and selecting exchange as your reason.

If you&#x2019;d like to exchange an item in your order, you can start your request right from the Help Center.To help us resolve your request quickly, please start your exchange within 7 days of delivery.Step 1 &#x2014; Start Your Exchange<ol data-start="2396" data-end="2641"><li data-start="2396" data-end="2455">Go to the Help Center and select Return Order.</li><li data-start="2456" data-end="2518">Enter the email or phone number used to place your order.</li><li data-start="2519" data-end="2570">Select Exchange as your reason for return.</li><li data-start="2571" data-end="2641">Follow the prompts to confirm your order and submit your request.</li></ol>Step 2 &#x2014; Prepare Your Exchange<ul data-start="2680" data-end="2857"><li data-start="2680" data-end="2733">Pack the item securely in its original packaging.</li><li data-start="2734" data-end="2812">Include your packing slip or a note with your order number inside the box.</li><li data-start="2813" data-end="2857">Remove or cover any old shipping labels.</li></ul>Step 3 &#x2014; Ship Your Item<ul data-start="2889" data-end="3104"><li data-start="2889" data-end="2984">We do not provide shipping labels for exchanges &#x2014; you&#x2019;ll need to ship using your own label.</li><li data-start="2985" data-end="3081">Use a carrier that provides tracking. We are not responsible for lost or untracked packages.</li><li data-start="3082" data-end="3104">Ship your item to:</li></ul>HIDEit Mounts &#x2013; Returns &#xA0;5350 Capital Court, Suite 111 &#xA0;Reno, NV 89502Step 4 &#x2014; Receive Your Replacement Once we receive your item, we&#x2019;ll process your exchange and ship out your replacement as quickly as possible.<div data-block="true" data-editor="a6c67" data-offset-key="6r1ga-0-0" style="box-sizing: border-box; -webkit-font-smoothing: antialiased; color: rgb(34, 34, 34); font-family: Inter, &quot;Helvetica Neue&quot;, Arial, Helvetica, sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: pre-wrap; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"> </div>

I'd like to exchange items in my order

Need to return an item? Start your request by clicking “Return Order” in our Help Center, then follow our simple steps to send it back.

If you&#x2019;d like to return a product, you can start your request right from the Help Center.To help us resolve your request quickly, please start your return within 7 days of delivery.Step 1 &#x2014; Start Your Return<ol data-start="932" data-end="1125"><li data-start="932" data-end="991" style="font-family: Inter;">Go to the Help Center and select Return Order.</li><li data-start="992" data-end="1054" style="font-family: Inter;">Enter the email or phone number used to place your order.</li><li data-start="1055" data-end="1125" style="font-family: Inter;">Follow the prompts to confirm your order and submit your request.</li></ol>Step 2 &#x2014; Prepare Your Return<ul data-start="1162" data-end="1339"><li data-start="1162" data-end="1215" style="font-family: Inter;">Pack the item securely in its original packaging.</li><li data-start="1216" data-end="1294" style="font-family: Inter;">Include your packing slip or a note with your order number inside the box.</li><li data-start="1295" data-end="1339" style="font-family: Inter;">Remove or cover any old shipping labels.</li></ul>Step 3 &#x2014; Ship Your Return<ul data-start="1373" data-end="1591"><li data-start="1373" data-end="1469" style="font-family: Inter;">We do not provide return shipping labels &#x2014; all returns must be shipped using your own label.</li><li data-start="1470" data-end="1566" style="font-family: Inter;">Use a carrier that provides tracking. We are not responsible for lost or untracked packages.</li><li data-start="1567" data-end="1591" style="font-family: Inter;">Ship your return to:</li></ul>HIDEit Mounts &#x2013; Returns &#xA0;5350 Capital Court, Suite 111 &#xA0;Reno, NV 89502

I’d like to return a product

If the carrier offers a delivery guarantee, we will submit a Delayed Delivery Claim...

<div data-block="true" data-editor="d920c" data-offset-key="f0tun-0-0" id="isPasted" style="box-sizing: border-box; -webkit-font-smoothing: antialiased; color: rgb(34, 34, 34); font-family: Inter, &quot;Helvetica Neue&quot;, Arial, Helvetica, sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: pre-wrap; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">If the carrier offers a delivery guarantee, we will submit a Delayed Delivery Claim. If approved, we will refund you the amount credited by the carrier.</div>

What if I paid for Expedited Shipping and delivery was delayed?

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HIDEit Help

Find answers for damaged, missing, or incorrect HIDEit Mount orders. Learn how to use the “Report Order Issue” feature to get quick replacements or resolutions.

Order Issues & Replacements | HIDEit Mounts

ORDER MANAGEMENT

Need help with a damaged, missing, or incorrect order? Learn how to report order issues, request replacements, and resolve problems quickly.

ORDER ISSUES

How much is shipping?

Do you offer free shipping?

How long will it take for my order to ship?

What are the estimated shipping and delivery times?

What shipping carriers do you use?

Do you ship internationally?

How do I track my order?

SHIPPING

My order was returned to sender. Can you reship it?

What if tracking shows an attempted delivery but no notice was left?

What if my order is bouncing around multiple distribution centers?

Why hasn’t my order tracking updated in several days?

My tracking says “Delivered” but I never received my package.

Why does my tracking show my order hasn’t left the warehouse?

WHERE'S MY ORDER

How do I order?

How do I change or cancel my order?

Why is there a pending payment on my bank account?

What forms of payment do you accept?

Can I apply a discount to a past purchase?

PAYMENT + ORDERS

Can I change the email on my account?

Can I save multiple addresses?

I forgot my account password. How do I reset it?

Where can I see my previous orders?

ACCOUNT QUESTIONS

Which mount do I need for my PlayStation?

Which mount do I need for my Xbox?

How do I know which mount I need?

What type of TV mount should I use if I want to mount my devices behind the TV?

What if I need a locking solution?

FIND THE RIGHT MOUNT

Will the metal impact my wireless signal?

Will the signal still reach my cable box if I mount it behind the TV?

Will mounting my device behind the TV make it overheat?

Can game consoles be mounted vertically?

Can I mount devices under a desk or cabinet?

Can I mount multiple devices behind one TV?

Are HIDEit Mounts safe for my devices?

How much weight can HIDEit Mounts hold?

PRODUCT FUNCTIONALITY

What tools do I need to install a HIDEit Mount?

Do HIDEit Mounts come assembled?

Can I install HIDEit Mounts without drilling into the wall?

Can I mount my device to the back of the TV?

Can I install HIDEit Mounts in an RV or boat?

Can I install HIDEit Mounts in concrete, brick or stone?

How do I assemble adjustable mounts?

What is VESA mounting?

ASSEMBLY + INSTALLATION

What mounting hardware do you use?

What hardware is included with the mounts?

What are HIDEit Mounts made from?

Why are some mounts made overseas?

MATERIALS + HARDWARE

PRODUCT

Return Policy Overview

I purchased from Amazon or another retailer — can I return it here?

Can I return a gifted item?

Can I return a used item?

When will I receive my store credit?

RETURNS + EXCHANGES

Does HIDEit do sponsorships?

I want to partner with HIDEit, what opportunities are there?

I'm an A/V Pro and love your products! How do I go about selling your products with my service?

PARTNERSHIP OPPORTUNITIES

Do you offer discounts on large quantity orders?

I'm interested in ordering wholesale. What is the process for that?

Can I use my FedEx/UPS account to ship my order?

WHOLESALE + BULK PRICING

Where are HIDEit mounts made?

WHY REPRESENT HIDEit?

PARTNERS

Do you offer a discount for military, first responders or teachers?

How can I contact customer service?

How quick does the Support Squad respond to tickets?

I ordered from Amazon, can I contact HIDEit Mounts directly for customer support?