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FAQ

How do I create an account on Group Vertical.com?

Click on the REGISTER link at the top and the bottom of any page.

Click on the CREATE AN ACCOUNT button. 

Enter in your personal information and email and password. 

Enter the Security Question and then Click CREATE AN ACCOUNT. 

 

How do I edit my account information?

Click on SIGN IN link at the top or bottom of any page, then to go to the Login Page.

Click on ADDRESSES tab.

Click on NEW ADDRESS to add an address or Edit to edit the current address listed on your account.

Click on the ACCOUNT SETTINGS tab to change your password.

Enter in your new password in the Password box, confirm the new password in the Confirm Password box and lastly enter your current password in the Current Password box.

 

I forgot my password!

Click on the MY ACCOUNT link at the top or bottom of any page.

Click on the FORGOT YOUR PASSWORD link.

Enter the email that your registered your account with. 

You should receive an email from Group Vertical within 5-10 minutes with a link to reset your password. 

Enter in a new password with that link. 

Log in again with your new password under MY ACCOUNT at the top of the homepage

 

Do you offer special pricing for a large order?

We offer cart volume discounts for larger orders as follows:

$1000-$2499 order - $25 off

$2500-$4999 order - $75 off

$5000+ - $175 off

 

How do I sign up for your monthly newsletter?

Scroll down to the lower portion of any page.

On the right side of the page enter your email address in the SUBSCRIBE TO OUR NEWSLETTER box and click SIGN UP.

You are now be subscribed to our monthly newsletter email & you will receive an email confirmation.  You will receive monthly emails with our newest products, discounts and wholesale customer updates.

 

Has my order shipped?

You will get an email when your order has been shipped that will contain your tracking number. 

USPS shipments can be tracked here: https://www.usps.com/

FedEx shipments can be tracked here: http://www.fedex.com/us/track/  

UPS shipments can be tracked here: https://www.ups.com/WebTracking/track

Also, if you have an account on our website, you can log into your account and view your orders and the tracking information for each order. 

 

Can I pick up my order locally?

Yes! Group Vertical offers "local pick up" as a shipping option. When checking out, please choose "Special Options – Store Pickup $0.00" as your shipping method. Once your order is packed & ready for pick up, you will receive an email notification.  Please do not come to the office prior to being notified that your order is ready. Once you receive notification that your order is ready, please call us at 1-616-425-9173 or toll free at 1-800-425-8131 for directions and to let us know when we should expect you. You can pick up your order any time during our standard hours of operation. 

 

How do I track my order?

Once you have received your tracking number please look up the status below.

USPS shipments can be tracked here: https://www.usps.com/

FedEx shipments can be tracked here: http://www.fedex.com/us/track/  

UPS shipments can be tracked here: https://www.ups.com/WebTracking/track

Also, if you have an account on our website, you can log into your account and view your orders and the tracking information for each order. 

 

How do I change the quantity of ordered items?

If you have already placed your order and you have received an email with a tracking number, your package was already sent and you will have to place a new order with the additional quantities. If you have not received a tracking number, please call us at Group Vertical, to see if the order can be adjusted before it is shipped.

 

How do I cancel my order?

If you have already placed your order and you have received an email with a tracking number, your package was already sent and you will have to request a Return Merchandise Authorization (RMA) number to return your product. You may also choose to refuse delivery of the package so that it will be shipped back to us. Please contact us at sales@groupvertical.com should you choose to cancel an order that has already been shipped.

If you have not received a tracking number, please call us at 1-616-425-9173 or toll free at 1-800-425-8131 promptly, to cancel your order.

 

I received an email that my order was cancelled.

Your order may have been cancelled for several different reasons:

  • If you did not choose a proper shipping method (example - choosing Local Pick-up when you do not live in Michigan). You order will be cancelled and refunded. 
  • If you did not order with a valid shipping address, your order will be cancelled and refunded.
  • If the product you ordered is not in stock and will not be arriving at our warehouse in the next 1-2 business days, your order will be cancelled and refunded (please also see "How long will my item be back ordered")
  • If the credit card your order was placed with is not registered with the correct name and address, or if the security code does not match, your order will be cancelled and refunded.  


If you order was cancelled and refunded, please consult the notes on the credit memo email for details on why your order was cancelled. You are welcome to correct your information accordingly and re-order. If you have any additional questions, please contact Group Vertical Customer Support at 1-616-425-9173 or toll free at 1-800-425-8131.

 

My order never arrived.

At times, your order may take longer than expected when shipped via United States Post Office (USPS), although Group Vertical has shipped your item promptly. Please be patient as we try our very best to get your order to you as quickly as possible. Often, our efforts are hindered by circumstances beyond our immediate control.

If your order is traveling to a domestic (United States) address via USPS first class mail, your order is estimated to arrive within 3-5 business days, taking up to 7-10 business days. 

If your order is traveling to an international address via USPS first class mail, your order is estimated to arrive within 7-21 business days, taking up to 30 business days depending on your country's customs office and your local postal service.

If your order shows a tracking status of delivered, but you do not have your package, please contact YOUR local post office immediately. Often your post office is holding the package for a specific reason (duties, customs, etc). Unfortunately, if your package tracking shows it was delivered, Group Vertical cannot be responsible for locating your package or any additional costs for delivery, and we are not responsible for any packages that are lost or stolen after delivery.

For all other inquiries, please be sure to contact us within 30 days of placing your order, so we can investigate your order promptly.

 

My order does not have the correct items or is missing items.

Please contact customer service immediately at 616.425.9173 so we may have your order corrected, as soon as possible. 

 

How long will my item be back ordered?

When a portion of your order is back ordered, we will split your order, sending the in stock parts first, and the back ordered item(s) when they arrive at our warehouse. If you backordered product is urgent, please contact us at 1-616-425-9173 or toll free at 1-800-425-8131 so we may give you a more accurate time frame of when to expect the back ordered product.  You may choose to wait for the item(s) on backorder, or request a refund for the back ordered items.

 

I have a question about my order.

Please log on to your account by clicking on MY ACCOUNT at the bottom of this page (or any page).

Once you are logged in, you will be on your Orders tab.

On that page, you will find a detailed order history and financial records log.

If you have any questions or concerns, please contact customer support at 1-616-425-9173 or toll free at 1-800-425-8131 for further assistance.

 

Does Group Vertical offer Purchase Order terms of payment?

If you are a Government funded educational facility, we do offer purchase order terms.  Please contact us for additional information.

 

Do I have to pay sales tax?

If you are located in Michigan there is a 6% sales tax applied to all orders. Sales tax may be exempt for wholesale customers, please call us at 1-616-425-9173 or toll free at 1-800-425-8131 to inquire. You will need to provide us with a Sales Tax Exemption Form . After completing the form, please email it to sales@groupvertical.com.

If you are located within the United States of America, but outside of Michigan, there is no sales tax.

If you are located outside the United States of America, you may be subject to customs and duty fees and any unclaimed packages will be destroyed. 

How can I pay for my order?

Group Vertical only accepts PayPal transactions for General or Not Logged In customers. Group Vertical accepts all major credit cards and PayPal transactions as valid forms of payment from our Wholesale Customers.  We do not accept cash, checks or COD at this time.  

 

When will the charge appear on my account? 

The charge will show up on your credit card within 24 hours of confirming and submitting your payment. 

 

I cannot find a product I am looking for, how can I find it? 

Start by searching for your product in our search box at the top of the Group Vertical website. If you are unable to find the product you are looking for, we may not have the product listed. We may have the product in stock or may be able to obtain the product in stock.  

Group Vertical wants to be your #1 supplier for replacement parts, we will try our best to accommodate you by getting the part you need!  Please call us at 1-616-425-9173 or toll free at 1-800-425-8131 or email us at sales@groupvertical.com to inquire about the product you are looking for. 

 

How do I fix my phone if I bought a do-it-yourself kit?

You can find many resources on how to fix your phone, one of the best places is YouTube.com.  You can also consult our Repair Videos, a link that can be found at the bottom of any page, under the Resources column for assistance with your repair. 

 

The logo is missing from my part - why doesn't it have a logo?

Our aftermarket replacement parts are of the highest quality and identical to the original OEM product in every way. Our products do not carry the popular Apple® logo or other Apple® registered trademarks.  While the aesthetics of this logo may be important to some customers, we have found that most customers are concerned with excellent quality and customer service Group Vertical can offer you, as opposed to a counterfeit logo on a less-than-desirable product.  Group Vertical does not sell or promote the sale of Apple®, Samsung® or any other name brand products. iPhone®, iPod®, iPad®, MacBook®, and iMac® are trademarks of Apple, Inc. All other trademarks are the property of their respective owners. Group Vertical, LLC and its products are in no way endorsed, sponsored, or affiliated with any of the above-mentioned entities or subsidiaries thereof.

 

Is this an OEM part?

The term "OEM" stands for Original Equipment Manufacturer. Group Vertical takes pride in selling high quality aftermarket replacement parts for your device. We do not sell products with logos on them since our parts are aftermarket replacement parts for the OEM parts. 

 

How do I know what model of phone I have?

Please consult our repair guides to determine the make and model of your phone. 

 

I replaced my digitizer screen and it is still not working, what can I do?

If you are trying to install your iPhone or iPod digitizer and it is displaying is a white screen, please try the following troubleshooting method:

Gently lift the battery connector and leave the battery disconnected for 30 seconds to 1 minute to ensure that the phone is completely shut down and ready to accept the new screen. If the white screen appears again, repeat the process and wait a little longer with the battery disconnected. Please be careful when removing and re-connecting the battery as the connection prongs can become worn out from overuse.

We have found this method to be successful when testing parts here in our warehouse. Please try this method first, it may take as many as 3 times of removing the battery for the part to start working on the device.

 

What is the difference between “cold press” and “hot press” on the LCD screen assemblies?

We have found that there are basically two methods of adhesion used in production; a “hot press” process and “cold press.” 

The hot press method, using a heated glue, takes less than 20 seconds, results in a weaker bond, and can lead to delamination in time. 

 The cold press process, using an adhesive that can be applied at room temperature, entails at least 15 seconds of cooling time, followed by 2 to 3 hours of protecting time. It’s a costlier process for factories, as it takes longer, and requires state-of-the-art equipment and a sterile environment rivaling that of a surgical bay.

Please go to our Blog link found out the bottom of every page for more information.

 

What are the different quality levels of your LCD assemblies?

GV+ Premium Parts

Parts with GV+ certification are of the highest quality available. Often times these parts will come from the same factory that supplies the original iPhone. They are usually referred to as "OEM" and feature original components. They have been carefully designed and tested, and when they are available, Group Vertical is proud to stock these premium items.

A+ Parts

The A+ line of Group Vertical parts rely on fully functional but less expensive components. They feature a copy LCD/glass and are assembled using a strong cold press adhesive. We offer this line to satisfy those who are looking for a quality part which is assembled with the trusted cold press process.

A Parts

The A line of Group Vertical parts rely on fully functional but less expensive components. They feature a copy LCD/glass and are assembled using a hot press adhesive. We offer this line to satisfy those who are looking for an functional yet affordable part. 

 

What are your hours of operation?

Our current hours of operation are Monday through Thursday, 8:30am to 6pm Eastern Standard Time; and Friday, 8:30am to 5pm Eastern Standard Time.