Order Status
Has my order shipped?
Click the "My Account" link at the top right hand side of our site to check your orders status.
How do I change quantities or cancel an item in my order?
Once an order has been submitted, the order is no longer editable. However, if it is not physically out the door we will do everything we can to help. Please call us at 800.711.7317 from 7AM to 6PM MST Monday Through Friday - As soon as you can, and we will try to make the changes you require!
How do I track my order?
Click the "My Account" link at the top right hand side of our site to track your order. If you need help, call us at 800.711.7317 between 7AM and 6PM MST, Monday - Friday
My order never arrived.
Click the "My Account" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays the tracking number for your shipment, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered" but you did not receive them, please contact customer service for assistance at 800.711.7317 7AM to 6PM MST Monday - Friday
An item is missing from my shipment.
Click the "My Account" link at the top right hand side of our site to verify the contents of your order. On a rare occasion a backorder may prevent an item from shipping. In these scenarios we will contact you to verify if you want the order partial shipped, or to wait to ship the entire order in one box. If there is an item missing from your shipment that should have been included please call 800.711.7317 7AM to 6PM MST Monday - Friday or email contact@BDRadio.com and we will be glad to determine what happened and how we can make it right.
My product is missing parts.
If there is a component missing that should have been included please call 800.711.7317 7AM to 6PM MST Monday - Friday or email contact@BDRadio.com and we will be glad to determine what happened and how we can make it right.
When will my backorder arrive?
We will contact you immediately if your item(s) are back ordered and provide you the best possible information as to when they will be delivered. If you need help, call us. 800.711.7317 7AM to 6PM MST Monday - Friday or email contact@BDRadio.com
My Account
How do I create an account?
Click the Register link in the upper right corner of our website. Then simply complete the form to set up your account. Your information is NEVER sold to any other company and is kept completely private. Please view our Privacy Policy for more information.
How do I edit my account information?
Click the "My Account" link at the top right hand side of our site to edit your account information.
I forgot my password.
Click the "Sign In" link at the top right hand side of our site. Next to the "Sign In" button you'll see a link that says "Forgot your password?". That link will guide you through the process of resetting the password.
Shipping & Returns
How much is my shipping?
Shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices.
When will my order ship?
Most items will ship the same day on business days, and on Monday if the order is placed on the weekend. We cannot guarantee that orders placed after 2 p.m. MST M-F will ship the same day as it is closer to the scheduled pickup at our warehouse. If you need to be guaranteed an order will ship the same day please call to request and we will be happy to accommodate within reason.
How do I return my product?
Please click here for more information on returning an item.
I received the wrong product.
If you feel that you have received the wrong product, please contact customer service within 72 hours of receiving the product.
What is your return policy?
We know that if you bought something from us you have an expectation in regard to the results. We want an opportunity to meet your expectations!
We will accept return of any product for exchange, credit or refund that is not custom molded.
Any two way radio or earpiece you purchase from Black Diamond Radio includes a 30 day return for refund policy. We refund only the price of the item, not the shipping charges and require a 15% restocking fee. Please make sure to return the items in the original packaging. Generally we do not refund shipping charges unless we made a mistake and shipped the wrong product. You MUST call us at 800.711.7317 between 7AM and 6PM MST to arrange the return/exchange.
We ask that you give us an opportunity to address whatever difficulty you are having. We will typically extend this 30 day period if you give us a chance to help you with any issues you are experiencing, and often find that we can provide a solution that genuinely provides the customer with what they were after rather than reversing the transaction.
International Shipping
Do you ship to my country?
Please create an account by clicking the "My Account" link at the top right hand side of our site. During signup we'll ask for your shipping address details including country. If your country is not in the dropdown menu of available countries, unfortunately we cannot ship to your country at this time.
When will my order ship and what are my shipping charges?
Shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices. We will ship your order shortly after we receive payment from you.
What is the return policy?
We know that if you bought something from us you have an expectation in regard to the results. We want an opportunity to meet your expectations!
We will accept return of any product for exchange, credit or refund that is not custom molded.
Any two way radio or earpiece you purchase from Black Diamond Radio includes a 30 day return for refund policy. We refund only the price of the item, not the shipping charges and require a 15% restocking fee. Please make sure to return the items in the original packaging. Generally we do not refund shipping charges unless we made a mistake and shipped the wrong product. You MUST call us at 800.711.7317 between 7AM and 6PM MST to arrange the return/exchange.
We ask that you give us an opportunity to address whatever difficulty you are having. We will typically extend this 30 day period if you give us a chance to help you with any issues you are experiencing, and often find that we can provide a solution that genuinely provides the customer with what they were after rather than reversing the transaction.
Guarantees
Unconditional 1 and 2 Year Equipment Warranty
WE DO NOT PROVIDE RETURN LABELS FROM CANADA TO THE US. Canadian customers are responsible for their own shipping back to the US.
Black Diamond Radio warrants ALL of our products for one or two years (depending on which product) from the date of purchase against ALL failures. If you break it we'll replace it! We do not cover loss. You have to have something recognizable to return to us.
Earpieces have a date on the back of the PTT button, or on the cable above the connector. We warrant 15 months from the date on the product if we cannot positively identify when you purchased the product. As long as you have the failed earpiece to send back to us and it is under warranty we will replace it regardless of the cause of failure, this means both manufacturer defects AND accidents.
Radio Serial Numbers are recorded at the time they are shipped. The warranty extends 24 months from the date we ship the product. No matter what caused the failure we replace it as long as you have the radio to send back to us. Like a normal warranty, manufacturer defects are covered, but unlike any warranty provided by our competitors we also cover accidents, like immersion in water, being chewed on by a dog, or run over by a forklift.
Privacy Policy
We value your privacy. Please view our Privacy Policy for complete details on how we use the information we collect.
Security
This website is protected with SSL (secure socket layer) encryption, the highest standard in internet security.
Pricing and Billing
What are my payment choices?
During the checkout process you may choose any of our current payment options and continue to place your order. Please note that we will not ship your order until we receive payment from you.
Do I have to pay sales tax?
Our Warehouse is Located in Colorado. We are required by Colorado to collect sales tax on all orders delivered in (shipped to) Colorado.
When will my credit card be charged?
We charge the card at the time of the order. If the product is in stock it will ship the same or next business day. If there is a backorder situation (it happens, but not often) we will contact you the next business day to provide accurate information as to when your item will ship. We will submit a refund on your card at that time if the shipping is not satisfactory to you.
I have a question on my charges.
Click the "My Account" link at the top right hand side of our site to review your orders. You may compare your order history on our website with your financial records. If you have further questions or concerns, please call us at 800.711.7317 from 7AM to 6PM MST Monday through Friday or send an email to contact@BDRadio.com.
I need a copy of my receipt/invoice.
Click the "My Account" link at the top right hand side of our site to print invoices. If you need help, please call us at 800.711.7317 Monday-Friday 7AM to 6PM MST.
When will my credit appear on my account?
Credits usually take 7-10 business days from the time we receive your item(s). Feel free to call us at 800.711.7317 during business hours (7am to 6pm MST) to check on the status of your refund.
Ordering Help
How do I buy/redeem a gift certificate?
To purchase a gift certificate for someone, click here. If you are the recipient of a gift certificate and would like to redeem your gift certificate, simply enter the code during checkout.
How do I find my product?
To find the product(s) you're looking for, you may (1) use the navigation menus on the top, left & bottom of our website. (2) type a keyword into the SEARCH box. If you have any trouble locating a product, feel free to contact customer service for assistance.
How do I navigate the site?
To navigate this website, simply click on a category you might be interested in. Categories are located on the top, left & bottom of our website. QUICK TIP: Place your mouse cursor over anything you think could be a clickable link. You'll notice that anytime you scroll over something that is a link, your mouse cursor will become a "hand". Whereas scrolling over anything that is NOT a link will leave your cursor as an "arrow". You may also type a keyword into the SEARCH box to quickly find a specific product. If you have any trouble locating a product, feel free to contact customer service for assistance.
How do I use a coupon?
After adding items to your cart, click the "View Cart" link at the top right of this site to view your cart. At the bottom of the shopping cart where the totals are summed up you'll see a box where you may enter your coupon code.
Additional Support
Service Request Form
When you make a purchase from us, we commit ourselves to providing you with the level of service that we would like. Our warranty is the best in the business, and it's absolute. If you experience an issue with one of our products, please feel free to call us at the number above, and let's see if we can't troubleshoot over the phone. Most perceived issues can be solved with a simple phone call, but we do understand that stuff happens, and you may need to send a radio to us for repair. If that is the case, please download our Service Request Form, fill it out to the best of your ability, and include it with the radio(s) you're sending in for servicing.
We do charge a $49.99 service fee to troubleshoot any out-of-warranty radios and if your radio cannot be fixed we will apply that fee towards the purchase of a new radio.
How to Contact Us
Email: contact@BDRadio.com
Phone: 800.711.7317
Mail or in person at:
Black Diamond Radio
1905 Jasper St, Unit A
Aurora, CO 80011