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JBL Support

FAQs

1. How do I obtain new parts for my product?

Please send an e-mail request to parts@harman.com or call 1-800-336-4525.

2. When will I get my product?

If an order is placed after 12PM PST, the order will processed the following day. Once processed by the warehouse, the order will be delivered by UPS based upon the shipping method you selected. Click here to view a breakdown of shipping options and estimates of transit times.

3. How do I know what I was charged for shipping?

Ground Shipping is free. Charges for any service other than Ground will be displayed when you select the desired method at checkout. Also a summary of charges including Shipping is included in the confirmation email we send you after placing an order.

4. How do I obtain tracking information on my order?

You can view you order status here . We send you an email when an item has been shipped and provide tracking info that time. You can always call Customer Service and they can provide you with a tracking number. Name, ZIP code and Order number are required.

5. What does it mean when a product is on Back order?

It means the product is not available at the time of checkout but we are scheduled to have more units available to ship soon. Availability and in this case future availability are shown on the product page.

6. How do pre-orders work?

If an item has a "Pre-Order" ribbon then we will accept an order and ship you the item when it becomes available. We will charge you immediately. Estimated shipping dates are on the Product page

7. How can I obtain information/service/support on ordering stands/accessories for my new system?

Please send an e-mail request to parts@harman.com or call 1-800-336-4525.

8. How do I check on the status of my order?

You can check your order status here or call 1-800-336-4525 for information. Name, ZIP code and Order number are required.

9. What payment options available?

JBL accepts MasterCard®, Visa®, American Express® and PayPal®

10. Is my payment secure and protected?

Yes all payments are protected by Comodo Secure.

11. Can I cancel/change my order?

You can cancel or alter your order up until you submit the order. If your order has already been submitted, please contact the Customer Service Center at 1-800-336-4525 (from 8AM to 8:30PM., EST Monday through Friday (except holidays), and 8:00 a.m. to 5:00 p.m., EST Saturday and Sunday) to cancel or alter the order.

12. Do you support international orders?

Unfortunately JBL.com only ships within the 48 contiguous states.

1. What is your Return/Exchange policy?

If you are not completely satisfied with your purchase then please contact us within 30 days. We will gladly exchange your product or give you a full refund. We will even pay to have the product shipped back. There’s absolutely no risk to you. You can view our return policy here (http://www.jbl.com/estore/jbl/us/support/supportReturnPolicies.jsp)

2. Do I have to pay for Return Shipping?

We do not charge return shipping on Returns/Exchanges. Simply call 1-800-336-4525 to set up the Return/Exchange and a customer service rep will send you a prepaid shipping label.

3. How do I make a Return?

To initiate a return, please call our Customer Service Center at 1.800.336.4525, from 8:00 a.m. to 8:30 p.m Monday through Friday and 8:00 a.m. to 5:00 p.m., EST Saturday and Sunday. The Customer Service Representative will send you PrePaid shipping label and RA # for you to return your item.

4. How long does it take for Returns/Exchanges to process?

Once we receive the unit back at the warehouse, Returns /Exchanges can take up to 4 business days to process and complete.

1. How do I know if my product is covered under warranty?

The JBL warranty on electronic components remains in effect for one year from the date of purchase while the warranty protection for loudspeakers remains in effect five years from the date of purchase. Multimedia products and Headphones are covered for 1 year from date of purchase. Warranty protection is contingent upon your JBL product being purchased within the continental United States, Alaska or Hawaii from a dealer who was authorized by the JBL manufacturer to sell such products at the time of purchase. For more information on JBL’s product warranty, see our warranty policies here. If you created a JBL account and register your product you will be able to monitor the status of your products warranty.

2. If my product is out of warranty how can I get it serviced?

Visit the Product Support section of our site to locate your component and the authorized service center that is closest to you.

3. If my product is in warranty how can I get it serviced?

You can request an in-warranty exchange here or call 1-800-336-4525. Depending on the type of product you need serviced, we may send you a brand new unit instead of repairing it.

4. how do I find more support on my product?

Go to our Product Support page and look up the product in question. You can search by product category or by Keywords. You can also call one our customer service representatitives at 1.800.336.4525, from 8:00 a.m. to 8:30 p.m Monday through Friday and 8:00 a.m. to 5:00 p.m., EST Saturday and Sunday.

5. My sub/speakers are not shielded. How close can I put them to my TV?

Unfortunately there is no cut and dry answer for this. You see, every TV will react differently with every speaker. It's a matter of trial and error. Your best bet for finding out how close you can put your speakers is to do the following. Turn on your TV with your speaker as far away as possible (no more than 10 feet). Begin sliding (or carrying) the speaker toward the TV, keeping an eye on the TV screen at all times. Eventually you will begin to see a discoloration/distortion in the TV screen. At this point you should back away roughly 1 foot. Turn the TV off for a few minutes. Now turn it back on. Your picture will look fine and you now know how far the speaker must be from the TV in order not to cause a problem.

6. How do I connect a 3.5mm jack to a receiver with RCA connectors?

You can purchase an RCA to 3.5mm mini adaptor cable at most local electronics retailers.

7. I put the speaker on top of my TV and now I have distortion on my TV screen. I thought this speaker was shielded. What could be wrong?

This speaker is shielded, and does fall within shielding specs. However, many times, because the speaker is large, as it is being placed on top of a TV, it will cause some distortion. There are a few ways to deal with this. First move it around slightly until you get the least amount of distortion. Now (if you have a newer TV), simply turn the TV off, unplug it for a minute or two, and then turn it back on. Most newer TV's have a demagnetizing process that happens when you first turn it on. This should get rid of the distortion. If it does not, look in the TV display or menu for a demagnetizing feature. If it does not have a demagnetizer, you may have to purchase a demagnetizer (available at most electronic stores) to demag your screen.

8. Where is the best place to put my subwoofer?

The fact is, you can put it anywhere because you won't be able to detect where the low frequencies are coming from. However, if the sub is placed in the wrong spot, it is feasible that you will not be able to hear it. This is due to something called "standing waves". The sound of the bass will bounce off the wall and come back to you. Of course, the direct sound will come to you as well. If these two sounds are out of phase with each other, you will not be able to hear the bass. In general, it is recommended that the subwoofer is placed somewhere along the front wall with your front speakers. Finding the best placement is usually a matter of trial and error. Simply try placing the sub in a few areas, and stick with the one that sounds the best to you when you are sitting in the general listening area. Placing it in a corner is often times the most effective spot.