Support

FAQ

Q: I have received a UPS tracking number from InFocus, but according to UPS my tracking number is not valid. Did I get the wrong tracking number? Where is my order?
A: It can take up to 24-48 hours for UPS tracking site to update with the latest shipping information. Also, tracking numbers generated late in the business day will not actually ship until the following business day. You can track your shipment at http://www.ups.com or call UPS at 800-742-5877.If you are unable to track your order, contact customer service at customerservice@infocus.com or at 800-294-6400 or 503-685-8888 and we can research further.
Q: Can I have my order shipped to an APO or FPO address?
A: InFocus can ship to APO and FPO addresses. To place your order, visit our online store at http://store.infocus.com. Also, you can contact our sales department directly at 800-660-0024.
Q: How do I change an order that I just placed?
A: If you placed an order through our online store, you need to cancel the order by contacting sales at sales@infocus.com or 800-660-0024 and place a new order.If you ordered directly from our sales department, please contact sales by e-mail or phone.E-mail: sales@infocus.comPhone: 800-660-0024 (toll free) or 503-685-8888
Q: How do I return items for credit purchased through the InFocus web store or direct sales?
A: Please contact the sales department at sales@infocus.com or fill out the credit request form to get an RMA number to return the item(s) for credit or exchange. To submit a credit request, please fill out the online form at http://www.infocus.com/repair.
Q: Does InFocus Have a Recycling Program?
A: The technology upgrade program (TUP) lets you to trade in your used InFocus, Proxima, or ASK- Proxima products for credit toward the purchase of a new InFocus or ASK-Proxima product.For more information, visit the TUP web site. You can also use the site to trade in your old projectors or lamps at a free or reduced cost without a projector purchase.
Q: Do you accept purchase orders?
A: We accept system generated purchase orders signed by authorized personnel at your company or school. Purchase orders must include shipping charges and applicable sales tax.For service, fax your completed P.O. to 503-685-7239 with appropriate reference or serial number.For sales, fax your completed P.O. to 503-685-8976 with appropriate reference number. If you need further assistance please contact your technical support or sales representative.
Q: What is the rebate deadline for sending the claim form in?
A: Your claim form and supporting documents must be postmarked no later than 45 days from date of purchase or the claim will be ineligible.
Q: What do I do with my old projector?
A: All InFocus, ASK-Proxima, and Competitor projectors are eligible to be traded in for a new projector using our technology upgrade program. Visit our site www.infocus.com/tup to determine the amount your unit is valued at TUP web site.
Q: How many packages will I receive on my order?
A: This depends on how many items you have ordered. Most items will ship in separate boxes and may not come all in the same shipment. Due to availability, there be a delay in receiving your complete order. There will be no extra shipping charges for the shipment of these items in multiple shipments due to a backordered item.
Q: I have placed an order, but there have been no charges to my credit card. Why hasn't my order been processed?
A: If you have received a confirmation number, your order has been placed and processed. Your credit card will not be charged until the order has been shipped.
Q: How can I request a copy of my invoice or receipt?
A: An invoice is sent separately from your order via US Mail. If you do not receive it within 10 days of your order, you can request a copy of an invoice be mailed or faxed to you at www.infocus.com/invoice
Q: After placing my order, I have some questions about my order. Who do I call?
A: You can contact the sales department by e-mail or phone.E-mail: sales@infocus.comPhone: 800-660-0024 (toll free) or 503-685-8888
Q: How do I request a credit referral?
A:   InFocus does not provide credit references for any of its customers, past or present. Please refer to the Dunn & Bradstreet website for the financial information on any company, using their D&B identification number. D&B can also be reached at 800-234-3867.
Q: How do I change the billing or shipping address in your records?
A: All requests can be processed by your sales representative at the time of ordering or a request can be made by sending an email to customerservice@infocus.com.
Q: What does my projector warranty cover?
A: Our warranty covers labor and parts for the duration of your factory warranty period, as long as it complies with the terms and conditions stated in the warranty statement regarding usage and purchase. Your warranty will not cover loaners and other services rendered while your projector is in for service.The terms and conditions are in the documentation that was included with your projector. They are also available on online at the Service Offerings web site.
Q: Where should I send my rebate form?
A: You can submit your rebate online at www.infocusrebates.com or mail a copy in with the address listed on the rebate form. These forms are located at infocusrebates.com as well.
Q: Is my projector warranty valid if I travel or move to another country?
A: Yes, your warranty should be valid anywhere in the world. Please make sure you always bring a proof of purchase with you. If you are moving to a different country, the service centers may require a proof of payment of import taxes before warranty repairs will do done one your projector.
Q: How do I change billing or shipping information on my order?
A: To change billing information for an online or phone order, please contact the sales department by e-mail or phone.E-mail: sales@infocus.comPhone: 800-660-0024 (toll free) or 503-685-8888
Q: How do I cancel my order?
A: You can contact the sales department by e-mail or phone.E-mail: sales@infocus.comPhone: 800-660-0024 (toll free) or 503-685-8888
Q: Where can I find information regarding your Technology Upgrade Program?
A: TUP program information can be located at http://www.infocus.com/tup.
Q: Who fills out the TUP/TUP+ form?
A: The End user or reseller can obtain a quote at www.infocus.comtup.
Q: What do I do with my old lamp?
A: Visit our TUP website for lamp disposal options which are at a free or reduced price. www.infocus.com/tup
Q: Can I trade in my projector that is not made by InFocus, Proxima or ASK-Proxima?
A: Yes, that projector would be applicable to the InFocus TUP program. Pricing available at http://www.infocus.com/tupContact the manufacturer of that product for resolution information if you do not have it.
Q: Does InFocus offer special pricing for government and/or federal agencies?
A: Yes, we do. The InFocus GSA Store is for government and federal agencies. We offer free US ground shipping on all GSA orders when using coupon code GSA_SHIP. Visit our GSA store.
Q: Who pays shipping to have my projector sent in for service?
A: For exchanges, inbound shipping would be at the customer's expense and InFocus will cover outbound shipping back to the customer. For warranty repairs, inbound shipping would be at the customer's expense and InFocus will cover outbound shipping back to the customer. For non-warranty repairs, inbound and outbound shipping would be at the customerGs expense.
Q: I am tax exempt. Why was I charged sales tax on my order?
A: InFocus is required to withhold the applicable sales tax for orders to be delivered to addresses within Arizona, California, Colorado, Connecticut, Washington DC, Florida, Georgia, Hawaii, Illinois, Indiana, Kentucky, Louisiana, Maryland, Massachusetts, Michigan, Minnesota, Missouri, New Jersey, New Mexico, New York, North Carolina, Ohio, Pennsylvania, Tennessee, Texas, Virginia, Washington, and Wisconsin. Each customer will be solely responsible for all sales tax or other taxes on orders shipped to any other state.If your organization is tax exempt, then you may need to provide a tax exempt ID number. If you are unsure, you can contact your credit department or tax advisor. Tax exempt organizations may include: federal government agencies, educational institutions (by state), non-profit organizations, and registered resellers.
Q: How do I get my end user rebate?
A: Submit your claim online or obtain a rebate form at https://www.infocusrebates.com/ and fill it out per the instructions on the form or claim your rebate online for faster processing. For rebate inquiries, contact the rebate center at 800-417-1843.
Q: What should I do if I forgot to put something on my order?
A: You can contact by e-mail or phone to place another order or modify your original order. Depending on the stage of your order, it may not be able to be modified. Please be sure to have your order number available.E-mail: sales@infocus.comPhone: 800-660-0024 (toll free) or 503-685-8888
Q: What if IGm tax exempt? What information do I need to provide?
A: Please provide your tax exempt ID number to your sales representative at the time you place your order. We may require you to fax your Exemption Certificate to the InFocus Tax Department at Fax (503) 685-8838. Please reference your sales order number.
Q: How can I request to be removed from all marketing mailing lists for InFocus?
A: InFocus does not have a mailing subscription program. Any information you receive from InFocus is important information concerning your InFocus product.
Q: How do I check status on a TUP request?
A: Please Contact our partner Market Velocity for the status of your rebate check. You can call 800-227-9669 or email infocuscustomerservice@marketvelocity.com for assistance
Q: Where can I order an accessory for my projector?
A: You can order accessories at the http://store.infocus.com by part number or projector model. If you cannot find a part, please contact Sales at 800-660-0024 or 503-685-8888 to place an order over the phone. Only U.S. customers can purchase through the InFocus web store. Other regions will need to contact their local InFocus reseller.
Q: Why was my order not delivered sooner, as I paid for Next Day shipping?
A: An order may not ship out on the same day the order was placed. There can be up to a 24 hour processing period. If an order is placed during a weekend or on a holiday, the order may not ship until the following business day. In addition, the item you ordered may have been backordered. When it becomes available, it will ship the method that you paid for. Please note that our warehouse does not ship on weekends and holidays.
Q: Do you accept purchase orders?
A: We accept system generated purchase orders signed by authorized personnel at your company or school. Purchase orders must include shipping charges and applicable sales tax. For service, fax your completed P.O. to 503-685-7239 with appropriate reference or serial number.For sales, fax your completed P.O. to 503-685-8976 with appropriate reference number.If you need further assistance, please contact your technical support or sales representative.
Q: What payment methods does InFocus accept?
A: We accept credit card (American Express, Discover, MasterCard, and Visa), check or purchase order.
Q: Are ScreenPlay projectors eligible for the TUP?
A: Screenplay and Playbig products are elitible for a TUP rebate.
Q: My online order does not reflect the coupon code that I entered?
A: To enter a coupon code, please enter the code in the Add Coupon Code field and click Apply Coupon. If you do not apply the coupon, your final order will not reflect the discount. The discount will show in the final step of the order process.
Q: Can I trade in a projector that is not functioning?
A: Occasionly, projectors that are not functioning qualify for our TUP program. Please obtain a quote for your product at www.infocus.com/tup.
Q: What is your return process and guidelines?
A: Product that is in its original, undamaged factory-sealed container may be returned to InFocus direct within thirty (30) days of the original shipping date for a refund or exchange. Product that is DOA (dead upon arrival) or defective may be returned to InFocus direct for refund or exchange within thirty (30) days of the original shipping date with no restocking fee. Product that has been opened and/or used may be returned to InFocus direct within thirty (30) days of the original shipping date, although such returns will be charged a 15% restocking fee. All products must be returned in as-new, re-saleable condition in their original packaging. Any manuals, cables etc. that are missing will result in rejection of the return or an additional restocking fee. Shipping charges are not refundable. Please notify our sales department at 800-660-0024 or 503-685-8888 to request a return authorization number (RMA). Clearly mark your RMA number on the outside of the package you are returning to InFocus. Packages without an RMA number clearly marked on the outside of the package will not be accepted. Please include a copy of your original invoice and a brief note explaining the reason for the return with the package you are returning. All returns must be sent freight prepaid. Returns sent C.O.D. or "shipping charges collect" will be refused. Credit will be given only for items that we receive and inspect. Be sure that you insure your return shipment, to avoid any complications.
Q: Does InFocus charge a restocking fee for returns?
A: Any accessories (manual, cables, case, etc.) that are missing will result in rejection of the return or an additional restocking fee. Product that has been opened and/or used may be returned to InFocus direct within thirty (30) days of the original shipping date, although such returns will be charged a 15% restocking fee. After the 30 day time period a 15% restocking fee will be applied on all authorized returns, subject to our discretion.For more information, click here.
Q: How can I request a copy of my packing slip?
A: A copy of your packing slip is not available, but you can request a copy of your invoice at http://www.infocus.com/invoice. The invoice number or sales order number beginning with a 9 or 5 is required to process your request.
Q: How do I receive a copy of my invoice?
A: An invoice is sent separately from your order via US Mail. If you do not receive it within 10 days of your order, you can request a copy of an invoice be mailed or faxed to you at http://www.infocus.com/invoice.
Q: What should I do if my projector is not working?
A: If the projector is brand new (less than 30 days and 8 lamp hours), you are eligible for a new exchange through Technical Support. Exchanges are based on availability. You can submit a warranty exchange request at http://www.infocus.com/repair. If you have a projector over 30 days, then visit the Support web site to read our FAQGs and troubleshooting information. If this does not resolve the issue, then you can request for additional support by contacting Technical Support at http://www.infocus.com/repair.
Q: How can I be removed from or added to a catalog mailing list?
A: InFocus does not have a catalog subscription program. Any information you receive from InFocus is important information concerning your product.If you are looking for product information, you can view this on our web site at http://www.infocus.com/.
Q: Is there a local repair center that can repair my projector?
A: Projectors can be repaired at an InFocus authorized service center or the factory service center. Before sending your projector in, please contact the service center in order to obtain an RMA number.Click here to locate a service center.Click here to submit an online Service Request form.If you are unable to locate a nearby service center, please fill out the online RMA form at http://www.infocus.com/repair to set up a repair through our factory service center in Kentucky.
Q: Who should I contact if I have questions regarding this program?
A: Email customer service at customerservice@infocus.com.
Q: How much does an extended warranty cost?
A: You can purchase an extended warranty through our InFocus store or through our sales dept at 800-660-0024 or 503-685-8888. The price and cost will be dependent on the type of projector you have.
Q: How long does it take to receive an order after placing it on the InFocus web store?
A: After placing the order, you will be e-mailed a confirmation number for your order. Here is an example: Order Number: 123c1a00111b2e-50Order Date: Jan 01, 2005 12:01:02 PMPlease print a copy of this confirmation, as you may need it in the future for further inquiries. This will also include a summary of your order and have a status tool link to track your order. You can check your order status online.
Q: Does InFocus Offer Finance Or Leasing Options?
A: InFocus does not offer finance or leasing options at this time.
Q: How can I extend my warranty coverage on my projector?
A: In addition to our service protection plans, we also offer 2 other service upgrade plans. These offers are only valid if the standard parts and labor warranty is still in effect. ProXchange service plan offers permanent product replacement as a solution instead of repair. Spare-in-the-Air service plan provides you with a temporary replacement in the event that your product requires needs service. This option offers 1 year coverage. If you want to upgrade the service warranty on your projector you can find program information and prices at the InFocus Store.
Q: How can I find out the status of my order and expected delivery date?
A: If you placed your order by phone, you can e-mail sales@infocus.com. If you placed your order online, you can check status online with your order confirmation number.Please note that our warehouse does not ship on weekends and holidays.
Q: What can I do if I did not receive my order confirmation?
A: If this is regarding a web store order, you should get an e-mail shortly after placing your order. If you did not receive a confirmation, this would indicate there is an issue with your order or an invalid e-mail address was provided. You should contact sales by e-mail or phone.E-mail: sales@infocus.comPhone: 800-660-0024 (toll free) or 503-685-8888If you are referring to an order that was placed over the phone, this would usually indicate the product is not available to ship. When your product becomes available and ready to ship, you will receive an e-mail confirmation.
Q: What do I do if I received a damaged product?
A: Immediately contact technical support at techsupport@infocus.com. Also, please take pictures as proof of damage in order to file a damage claim to the shipping carrier.
Q: Where can I find the invoice or receipt for my order?
A: If purchased directly from InFocus, your invoice will ship separately from your order. The invoice is mailed out when your order ships and normally arrives within 10 working days of the order. If you have not received one, you can request for one at http://www.infocus.com/invoice. If you purchased through an authorized reseller, then you can contact your reseller for a copy of your invoice or receipt.
Q: How can I check the status of my sales order?
A: If you ordered online via the web store, you can check the status online. Under the STORE tab, click on Order Status. You will need to reference the order confirmation number that you received after you placed your order. The confirmation number will be consisting of letters and numbers. (i.e. 133c1a00140bae-39) If you ordered directly from InFocus via email or phone, you will receive an 8 digit sales order number beginning with a 9. You can obtain status by contacting the sales department at sales@infocus.com or 800-660-0024. You will need to provide the sales representative the sales order number. If you are a reseller, you can check your order status at Partner Central.
Q: Where do I find the terms and conditions of my warranty?
A: All warranty statements and coverage information is located at the Support Service Offerings web site. If you want to check to see if your projector is still under warranty, contact Technical Support at techsupport@infocus.com.
Q: If I drop and damage the projector, is it covered by warranty?
A: Under the terms and conditions of your warranty, the projector warranty does not cover accidental or cosmetic damage (broken feet, damaged lens, jammed zoom/focus rings, cracked cases).
Q: When should I expect my credit for my credit return?
A: You should receive the credit within 5 business days of us receiving the product. If it has bee more than 5 business days, contact your sales representative or e-mail sales@infocus.com for status.
Q: How do I transfer ownership of an InFocus projector warranty?
A: Product warranties are not transferable from end-user to end-user. The warranty begins when the first customer has purchased a projector from an authorized dealer. If you purchased your product from another end-user or unauthorized reseller, the product will not carry a valid warranty. If you are the first owner, you can register the product at http://www.infocus.com/register. If you are not the first owner, then our registration will not allow you to transfer ownership from one end-user to another.Product warranties are not transferable from end-user to end-user. The warranty begins when the first customer has purchased a projector from an authorized dealer. If you purchased your product from another end-user or unauthorized reseller, the product will not carry a valid warranty. If you are the first owner, you can register the product at http://www.infocus.com/register. If you are not the first owner, then our registration will not allow you to transfer ownership from one end-user to another.
Q: How do I send my projector in for repair?
A: Projectors can be repaired at an InFocus authorized service center or the factory service center. Before sending your projector in, please contact the service center in order to obtain an RMA number.Click here to locate a service center.Click here to submit an online Service Request form.
Q: What do I need to do if I am taking my InFocus projector out of the United States?
A: Our projectors have universal auto-switching power supplies. There is no need for power transformers or converters. Traveling out of the country with your projector would require an outlet adapter to conform to the power outlet configuration in the country that you are traveling to. These adapters can be found at your local electronics store.Our Thin DisplayGs would also require an outlet adapter to conform to the power outlet configuration in the country that you are traveling to. Example: TD30, TD40, and TD61.Our ThinTVs are specifically designed for use in North America. They are designed to run on 12-volt AC. Using these products outside of North America, where 220 volt AC is used, may severely damage the unit and void the warranty. Example: SP50MD10 and SP61MD10.
Q: What do I do if I did not receive all my items that were ordered?
A: Contact the sales department by e-mail or phone to discuss the items ordered and what items shipped. A missing item may be on backorder and will be shipped separately. Each item ordered will ship as it becomes available. There will be no extra charge for the shipment of these items in multiple shipments due to a backorder. E-mail: sales@infocus.comPhone: 800-660-0024 (toll free) or 503-685-8888
Q: What do I do if my new projector did not come with all the standard accessories as stated in the user guide?
A: If you are missing a projector accessory that was supposed to ship with the projector, contact Technical Support at techsupport@infocus.com with serial number, model and the missing item.
Q: How do I check the status of a credit return?
A: Credits for product returns are processed within 10 business days of the receipt of your product. If it has been more than 10 business days you can send an email to sales@infocus.com for a status update. If this is simply a credit with no return of product involved, credits should be processed within 5 business days (back to the original form of payment that was made to InFocus). If it has been more than 5 business days you can send an email to sales@infocus.com for a status update.
Q: Does InFocus offer special pricing for educational institutions?
A: Yes, we do. Visit our InFocus Educational Store.
Q: How long will it take to receive my InFocus web store order?
A: Typically, orders will be processed within 24 hours and then ship the following business day. All orders will ship from our main warehouse in Kentucky. Depending on the shipping destination and shipping method you selected, it can take up to 5 business days to receive the projector. There are no shipments on holidays and weekends.
Q: Who do I contact if I haven't received my End User rebate check?
A: Please allow up to 8 weeks for processing. To check status of your rebate, visit https://www.infocusrebates.comIf you have not received your check after 12 weeks, call the rebate center at 800-417-1843.
Q: What additional warranties or service programs are available for my projector?
A: Most InFocus projectors come standard with a 1 or 2 year parts and labor warranty. We have additional service protection plans that allow up to a total of 4 years for warranty coverage (this includes the standard warranty). All warranty programs can be found at the InFocus Service Offerings web site.Pricing and available service programs can be found at the InFocus Store.
Q: What should I do if my projector is not working?
A: Visit our Support web site for troubleshooting tips and FAQs.To troubleshoot further, you can contact InFocus Technical Support at techsupport@infocus.com or call them at 800-294-6400 or 503-685-8888.To submit a online Service Request, visit http://www.infocus.com/repair.
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