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Terms & Conditions


  • HEADSETFACTORYDIRECT.COM guarantees same day shipment for products in-stock placed before 3:00 p.m. Eastern Time.
  • Shipping payment terms are prepaid FOB our warehouse, unless specified otherwise.
  • Visible shipment damage must be noted with the carrier or delivery refused.
  • Hidden damage must be reported to HEADSETFACTORYDIRECT.COM within 72 hours of delivery.
  • HEADSETFACTORYDIRECT.COM orders ship FOB our warehouse. Customer assumes title and full ownership of goods from point of origin. Customer assumes all responsibility for filing lost/damaged claims with carrier. HEADSETFACTORYDIRECT.COM may, as a convenience, file shipment claims on customers’ behalf, as it sees fit
  • Remote areas sometimes require an alternative method of shipping and can be subject to additional charges.
  • Typically you should expect your order in 2-3 days when using UPS.
  • All Shipments are prepaid and added to your invoice by HEADSETFACTORYDIRECT.COM.
  • Actual cost is calculated based on weight and location unless otherwise requested by the customer.
  • If you require same day or next day delivery simply call, chat or email us for a rate or provide us with your Courier Name and Account Number for fastest service.
  • We reserve the right to adjust invoice orders and prices due to website errors.



If my package gets lost, who do I contact?

Track Your Headsets

Simply enter the UPS tracking number you received via your shipment confirmation email (sent to the email address you entered when placing your order), and click the track my order button. Sometimes it may take up to 24 hours from receipt of your email confirmation  for the package's tracking number to show up in the UPS system.


You can contact our Customer Service team and we will start a trace with the applicable carrier on your behalf. UPS Standard delivery is 2-7 days.

Claims must be made no later than 60 days after your order was shipped

The wrong product was shipped to me - what do I do?

To arrange a return on the wrong product, please contact our Customer Support Centre by email at support@HeadsetFactoryDirect.com or by phone 1-800 583-5500. Please be advised, we can only do exchanges on Products we sent in error. For any product ordered incorrectly or if it is not compatible with your telephone, you will have to return the wrong product at your expense and place a new order.

Contact Shipping

If you are not satisfied then we want to hear from you.  Our shipping manager is available to address any shipping concerns.                                                                                                      

Shipping Manager                                                                                                                            Henry Ng




  • If a headset product you purchase from us arrives as an out-of-box failure or becomes defective within the first 30 days from the date of purchase we will replace it with a new unit . HEADSETFACTORYDIRECT.COM is an authorized distributor for Plantronics, Jabra / GN Netcom, Sennheiser & VXi Corp and implies no warranty beyond the manufacturer’s stated warranty unless an extended warranty is purchased from us.
  • A product purchased from HEADSETFACTORYDIRECT.COM can be returned for a full credit, less shipping, as long as product is received by HEADSETFACTORYDIRECT.COM up to 45 days from the date of purchase.
  • Customers must obtain a return authorization number and instructions where to ship returns. Contact your sales rep to begin the process or email support@HeadsetFactoryDirect.com.
  • The customer is responsible for all freight related charges for returned products unless an item is deemed an out of box failure whereas we will arrange a replacement and the return of the defective item.
  • HEADSETFACTORYDIRECT.COM strongly recommends you fully insure your return shipment in case it is lost or damaged and you use a carrier that can provide you with proof of delivery for your protection as we are not responsible for lost and/or untraceable returns and return shipping fees.
  • Items must be returned in original packaging with no writing or defacement and be unused , with a copy of packing slip / invoice from HEADSETFACTORYDIRECT.COM, including warranty cards, instruction manuals, and must be complete with all original accessories. Any writing, defacement or missing packaging or accessories can result in the RMA to be refused and sent back to the customer.
  • The return merchandise authorization number (RMA) must be written on the included invoice, packing slip or other documentation.
  • The customer has option to have product replaced or refunded and must request for their preference in writing on the HEADSETFACTORYDIRECT.COM invoice / packing slip / return authorization number that is to be included with returned product.
  • Please allow up to 10 days after product has been received for item to be processed.
  • International Orders are responsible for all associated shipping costs for returns or warranty repair.


If you are not satisfied then we want to hear from you.  Our Returns Manager is available to address any shipping concerns:


Returns Manager                                                                                                                            Laika Judge




  • If and when available, we will gladly place special order of products that are not in our regular inventory.


  • An RMA number is required for all items returned to HEADSETFACTORYDIRECT.COM for repair, warranty repair, trade-in or credit (units purchased within 30 days).
  • Contact your Sales Rep or email support@HeadsetFactoryDirect.com to request a Return Merchandise Authorization (RMA). For faster service, please be ready to provide customer name, invoice number, serial number and reason for return.
  • Include the RMA form inside the shipping container and reference the RMA number on the outside of the shipping container.
  • Please use outer packaging (shipping container) when sending unit(s) back.
  • Include only those items that are listed on the RMA. If you have other items to send, please contact your Sales Rep  for a revised RMA.
  • Shipping charges are non-refundable.
  • Please do not mix repair/trade-in returns with credit returns.


  • HEADSETFACTORYDIRECT.COM honors all headset manufacturers’ limited warranties and will fix or replace defective product during the manufacturers’ warranty period unless an extended warranty has been purchased through us.
  • All Polycom or Lifesize products are returned to the manufacturer for factory warranty or replacement.  
  • HEADSETFACTORYDIRECT.COM also repairs headsets that are no longer covered by the manufacturers’ warranty. HEADSETFACTORYDIRECT.COM provides a one year warranty for such repairs.
  • For repair and warranty service, please follow the RMA policy above.
  • Please include any additional instructions for repair technicians inside the shipping container.
  • For out of-warranty repairs, a repair estimate will be sent for your approval prior to the repair work being done.
  • Please do not mix other returns with repairs.
  • Except as otherwise expressly provided herein, HEADSETFACTORYDIRECT.COM disclaims all warranties, either express or implied, including the warranty of merchantability or fitness for a particular purchase. This disclaimer in no way affects the terms of the manufacturer’s warranty, if any.



  • COD- An additional charge will be added to all COD orders. Please check current charges while placing your order.
  • CREDIT CARDS- HEADSETFACTORYDIRECT.COM accepts Visa, MasterCard & American Express.
  • Interest will be added to all past due balances at the rate of  two-percent (2%) per month, compounded monthly (or the maximum rate allowable by law).
  • If HEADSETFACTORYDIRECT.COM deems it necessary or appropriate to refer an account to an agent or attorney for collection, all costs and expenses of collection (including, without limitation, reasonable attorneys’ fees) will be charged to the buyers’ account and will accrue interest at the rate stated above.
  • Buyer consent to the jurisdiction of any court located in the Province of Ontario will respect any legal action that may be commenced against the buyer for collection of any amount due to HEADSETFACTORYDIRECT.COM or its affiliates.




  • All information gathered by HeadsetFactoryDirect.com will remain the property of HeadsetFactoryDirect.com. We respect our customer’s privacy and will protect and use only for the purpose of HeadsetFactoryDirect.com business.
  • HeadsetFactoryDirect.com may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes.
  • We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:
    • Internal record keeping.
    • We may use the information to improve our products and services.
    • We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided. 
    • From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may use the information to customize the website according to your interests.
  • We are committed to ensuring that your information is secure. In order to prevent unauthorized access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.
  • A cookie is a small file placed on your computer's hard drive. The file is added and the cookie helps analyze web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.
  • You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.
  • Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.
  • We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.
  • If you have any questions or concerns, and if you believe that any information we are holding on you is incorrect or incomplete, please write to Sales@HeadsetFactoryDirect.com. We will promptly correct any information found to be incorrect.