Frequently Asked Questions
How do I purchase Chief products?
Chief sells mounting solutions through a worldwide network of Pro A/V and Home Theater
dealers and distributors. Chief dealers service a broad spectrum of markets including:
residential homes, schools and universities, training facilities, corporate offices,
house of worship, digital signage, government as well as entertainment and hospitality
To find a Chief dealer in your area, contact Customer Service via
e-mail or 800.582.6480 (local) or 952.894.6280 (international) - 7:00 AM
- 7:00 PM CST, Monday - Friday.
To become a Chief Dealer, Fill out the Chief Dealer Form
and a Chief representative will contact you to begin the approval process. Once
your Confidential Dealer application has been approved, there are no minimum order
requirements. Dealer pricing, including quantity discounts will apply. Credit will
be extended, if applicable. Products must be for resale.
How do I locate my regional sales representative?
Use the Chief Representative Map to identify the Chief
regional sales representative for your area. Also, any of Chief's knowledgeable
Customer Service representatives can answer your questions concerning: product information,
technical support, shipment tracking, order status, and return authorizations. Contact
Customer Service via e-mail or 800.582.6480
(USA) or 952.894.6280 (International).
Where is Chief located?
Chief's corporate headquarters is located in Eden Prairie, MN, USA, just southwest of
the Twin Cities metro area. Map
How do I get pricing information and are discounts available for large orders?
Dealers can receive all price information on products, or receive special pricing
quotes on 25+ quantity orders by contacting Customer Service at 800.582.6480 (USA)
or 952.894.6280 (International).
How quickly can I receive my order?
Chief provides 24-hour shipping on most products, after receiving a purchase order.
For the quickest delivery, Chief's XpressShip Program offers same day shipping on
Chief ships products via UPS Ground service unless specified on the purchase order.
Orders can also be shipped via FedEx, DHL or freight. Chief offers drop-ship service
to a location which can be specified on the purchase order.
What is your damaged goods/return policy?
FREIGHT DAMAGE: Upon acceptance of a shipment, it is your responsibility to open
the package(s) immediately and report any damage AND file a claim with the freight
company. All products ship FOB Savage, MN, or point of shipment. This means once
it leaves our warehouse it is the responsibility of the purchaser.
OBVIOUS FREIGHT DAMAGE: If a shipment is received with obvious freight damage or
the carton is obviously damaged, REFUSE the package(s) and contact us immediately
to allow us to supply you with a replacement. The replacement item(s) will be charged
to you. Any reimbursement from the original product order should be settled with
the freight company. If you accept a package with obvious damage, Chief will supply
you with a replacement at your cost, but it is again your responsibility to report
any damage to the freight company.
CONCEALED FREIGHT DAMAGE: If a shipment is received with concealed freight damage,
notify Chief and the freight company immediately. It is your responsibility to file
a claim with the freight company. Keep the product in the original carton. If the
concealed damage is not reported to the carrier and Chief immediately, there is
no recourse. The above steps must be taken on all shipments with damage whether
Chief ships to you or your customer.
What is your Return Authorization Policy?
All merchandise returned to Chief must be returned with prior authorization and
a Return Authorization number provided by Customer Service. Defective or product
received incorrectly due to an error on Chief's part will be credited to your account
in full. In situations where the dealer needs to return merchandise due to a change
in its project/equipment or due to ordering incorrectly, a restock charge will apply
as follows. Merchandise invoiced in the past 0-30 days - 10%; 31-60 days - 15%;
61-90 days - 25%. Reduced fees may be given for an accompanying reorder of equal
or greater value. Returns are not allowed for merchandise over 90 days old; electrical
lift products; special order products, or discontinued merchandise. Products returned
that are damaged or missing parts will not be eligible for credit unless they can
easily be made saleable. Additional charges for parts and labor may apply.
Are Chief products covered under a warranty?
With the exception of electric, gas cylinder and one-way bearing mechanisms, Chief
warrants its products to be free of defects in material and workmanship for 10 years.
All warranties are in effect beginning the date the product was invoiced by Chief.
Electrical mechanisms (such as lift products) have a 1-year limited warranty. Gas
cylinder and one-way bearing mechanisms have a 5-year limited warranty. All warranties
are in effect for the original purchaser only. Chief disclaims liability for any
modifications, improper installation and/or installations over the specified weight
capacity. Chief also disclaims liability for any modifications made to electrical
mechanisms, improper installation, incorrect voltage connection and/or installations
over the stated weight capacity. All Electrical Mechanisms are intended for indoor
use only and failure to comply will void warranty.
Chief's sole warranty obligation to the owner of its products is to repair or replace
(at Chief's discretion) defective products at no charge to the original purchaser
within the warranty period. The purchaser is responsible for returning the product
to Chief Manufacturing via prepaid shipping. To the maximum extent permitted by
applicable law, Chief disclaims any other warranties, express or implied, including
warranties of fitness for a particular purpose and warranties of merchantability.
Chief will not be liable for any damages whatsoever arising out of the use or inability
to use Chief products, even if Chief has been advised of the possibility of such
damages. Chief bears no responsibility for incidental or consequential damages.
This includes, but is not limited to, any labor charges for the repair of Chief
products performed by someone other than a Chief employee. Because some states and
jurisdictions do not allow the exclusion or limitation of liability for consequential
or incidental damages, the above limitation may not apply. Chief will not be responsible
for damage to Chief products caused by misuse, abuse, failure to properly package
the product for return to Chief or for damage caused by carriers during shipment
to or from Chief. Any repairs to Chief products required due to misuse, abuse or
shipping damage or repairs of defective Chief product outside the warranty period
will be performed at the current rates established by Chief for factory service.