Customer Service & Policies

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PAYMENT POLICY


The following payments are currently offered via eBay and our website. Please note that issues with making payment should be addressed through the payment processor, not us.

  • Credit Cards: Visa/ MasterCard/ Discover/ American Express
  • Financing: Affirm
  • PayPal
  • Amazon Payments
  • Wire Transfer
  • Purchase Order - Government, Educational Institutions, and large orders only

INTERNATIONAL PAYMENTS

We offer credit card and wire transfer payment options for international customers. To see the price in your country’s currency, click on the flag icon at the top of our web site then choose your country.

If you pay by credit card, your shipping and customs tax will be calculated for you to review and included in the total purchase amount.

If you pay by wire transfer, shipping will be calculated for you to review and included in your total purchase amount. Customs tax will not be included in the total purchase amount. International customers will be responsible for remitting customs tax directly with the shipping courier upon receipt of their order.

SHIPPING POLICY


Computer Upgrade King offers FREE Ground Shipping to the 48 continental United States.

Estimated Shipping & Handling Time

We carry various quantities of different models in our stock, as a result, models can go in and out of stock constantly. We use the handling time system to account for this and a variety of factors (i.e. stress and quality testing). Occasionally, items may be delayed a day due to a higher than usual amount of orders or insufficient time for testing. Please understand our primary concern is your satisfaction and that your laptop arrives to you as described in the listing. With this information is mind, the your estimated handling time can be calculated using the formula below:

Shipping Methods

Computer Upgrade King offers Free Ground Shipping to the 48 continental United States. Expedited and international shipping options are available for an additional cost. To find out the shipping cost for different shipping methods, add the product to your cart and proceed through the check-out process to view the different shipping method costs.

Computer Upgrade King only uses the following methods of shipping. Shipping methods will be used at the discretion of Computer Upgrade King.

  • USPS Priority Mail - (2-3 business days) - United States ONLY
  • USPS Express Mail - (1-15 business days) - Global*
  • UPS Ground (1-6 business days) - United States ONLY
  • UPS 3 Day SELECT (3 business days) - United States ONLY
  • UPS 2nd Day Air (2 business days) - United States ONLY
  • UPS Next Day Air (1 business day) - United States ONLY
  • UPS Worldwide Expedited (3-5 business days) - Outside US ONLY
  • UPS Worldwide Saver (1-3 business days) Outside US ONLY
We do not ship on Saturday, Sunday, or holidays. Please allow an additional 24 to 48 hours for weekend orders.

Mail Forwarding

Computer Upgrade King does not comply with mail forwarding requests or requirements. Mail forwarding puts the customer at risk for damage during shipment from the mail forwarding service to the customer’s final destination. Because it is impossible to determine if the damage was done through our courier or the mail forwarding service, our shipping couriers will not process a shipping damage claim if a mail forwarding service was used.

WE WILL NOT PROVIDE ANY TAX IDS FOR MAIL FORWARDING.

If any issues arise during the shipment from us to the original shipping address, we will address them as it is our responsibility, regardless if the customer chooses to use a mail forwarder or not.

PO Box, APO & FPO Addresses

Small items are shipped via USPS Express Mail or USPS Priority Mail and are eligible for PO Box / APO/ FPO addresses.

Large items are shipped via UPS. UPS does not deliver to PO Box / APO / FPO addresses. As a result, any computer systems must be shipped to a residential or commercial/business address. If the shipping address contains a PO Box, APO or FPO address, the order will be canceled and refunded. The customer will need to replace the order with a valid address.

Signature Requirement

All computer systems and most UPS shipments require an adult signature at the time of delivery for insurance purposes and to reduce any mail theft that may occur if the item is stolen. If you are unavailable to accept or sign for the package you will have up to three days before the package is held at a local UPS center, at that time, you are eligible to pick it up with a valid government issued ID.

Restricted Countries

Due to a high risk of fraud, theft, or failure to deliver, we have been forced to block shipping to several countries. We can ship anywhere globally except the following countries:

  • Argentina
  • Brazil
  • China
  • Colombia
  • Dominican Republic
  • Israel
  • Kazakhstan
  • Peru
  • Russian Federation

Shipping Damage

We insure all packages shipped from our location and recommend that you look over the exterior shipping box before signing for the shipment. If there is damage to the exterior shipping box, inform the delivery person and request them to make a note on your shipment. Review the item inside the shipping box to ensure there was no damage to the product. If there is damage, contact our support immediately at support@cukusa.com.

  • All shipping damage must be reported within 5 days once received.
  • Please provide detailed pictures of the damage(s), pictures of the outer box from all angles (with the shipping label clearly visible), and pictures of the inner packaging and materials.
  • Allow for the package to be physically inspected at the address of delivery within 10 days of the delivery date.
If the item is returned without allowing us to perform a damage claim it will be treated as customer-caused damage and a restocking fee will be imposed depending on the damage.

If the item is returned without allowing Computer Upgrade King to file a damage claim with the original shipping carrier, it will be treated as customer-caused damage and a minimum 15% or more restocking fee will be imposed depending on the extent of the damage(s).

Customers who use mail forwarding need to address all shipping damage claims with your mail forwarding company. For more details, please read our policy on mail forwarding on the FAQ page.

RETURN POLICY


Computer Upgrade King wants you to be happy with your purchase. You can return items within the first 30 days of the invoice date. Any return for any reason (replacement, refund, repair, etc), must first be authorized by Computer Upgrade King to obtain a Return Merchandise Authorization Number (RMA) for you to include with your return. To get a Return Merchandise Authorization Number (RMA Number) email support@cukusa.com.

Once you receive your RMA Number, you have 5 days to ship the item back to Computer Upgrade King and provide us with a tracking number.

  • If your request for any return reason is during the first 30 days of your invoice date, Computer Upgrade King will cover the cost of shipping within the contiguous United States (lower 48 states). Outside of the contiguous United States, you will be responsible for the cost of shipping the product to Computer Upgrade King. *Please see the Preparing Desktops and Laptop for Return section for more details.

Computer Upgrade King is not responsible for how you repack the item(s) for return, we can not be certain that it will be done properly or be held responsible for it. This is why you must pay for the return shipping so that you can purchase insurance for your shipment to ensure that you are covered if damages occur during shipping. This is especially important for high-value orders over $1000 or systems with custom liquid solutions.

Return for Replacement

Returned item(s) for replacement are only valid if the item is reported defective within the first 30 days of the invoice date. The return item(s) must be in the original condition and packaging; any manuals, cables, and other accessories included with the original shipment must also be returned for a replacement.

Return for Refund

Returned item(s) must be in the original condition and packaging, including any manuals, cables, and any other items included with the original shipment; these materials must also be returned to receive a full refund on the price of the item without any restocking fee(s), if applicable. Original shipping costs are not refunded. Any damages and/or missing items will be subjected to a minimum 15% or more restocking fees depending on the severity of the damage or cost to replace missing items.

Items returned will be denied and returned back to the sender if they are returned under any of the following conditions:

  • Items not purchased from Computer Upgrade King
  • Items without a valid and readable serial number
  • Items that do not have a valid RMA number written on the outside of the shipping box.
  • Non-refundable/repairable items such as opened software, license keys, etc.

Once the returned item arrives at our facility, it will take up to 3 business days for the return quality inspection to be performed. You can expect to receive an email of the return status within 5-7 business days (excluding weekends and public holidays). We will send you an email as soon as we receive your return in its original condition.

  1. If your request for a refund is during the first 30 days of your invoice date and your item(s) and packaging are returned in the original condition, you will receive a full refund on the price of the item.
  2. If you received an RMA within 30 days of your invoice date but did not ship the product back within 5 days of receipt of your RMA number, your refund will be subject to a minimum 15% or more restocking fee depending on the extent of the damage(s)/missing item(s), and any applicable sales tax.
*Please see the restocking fee section for more details.

International Customer Returns for Replacement and Refunds

International replacements and returns follow the same return policies for domestic replacements and returns. International customs and duties related to these shipments will be the customer’s responsibility.

Return for Repairs

To initiate a repair, please Contact Us with your name, order number, and serial number(s). Please see our Warranty Information section for full details regarding repairs.

Software Return Policy

The software return policy covers all software and license key returns sold by Computer Upgrade King. This policy only applies if the items are returned within 30 days of the invoice date. We allow returns for a full refund of the item price if the software or license key is returned in an unopened condition with the original seals intact. Shipping costs are not refunded.

Non-Refundable Policy

  • Shipping fees are non-refundable.
  • International duties and customs are non-refundable.
  • Special orders are final sale and are not eligible for return or exchange.
  • Custom engraving fees and custom engraving orders are non-refundable.
  • Returns without a Return Merchandise Authorization will be refused upon receipt.
  • Returns with missing paperwork or product will not be processed.

Standard Return Policy

All items which are not covered in the Return Policy are subject to our standard return policy outlined below.

  • Return for Refund: 30 Days from Invoice Date
  • Return for Replacement: No
  • Return for Exchange: No

Restocking Fee Policy

Items are not valid for a full refund of the item price and will be imposed a restocking fee if they are returned under the following conditions.

  • Missing or damaged packaging
  • Missing or damaged accessories
  • If items have any visible cosmetic damage or blemishes preventing from reselling for new or open-box price.
Computer Upgrade King reserves the right to charge a minimum 15% restocking fee if an item is returned non-defective or found to be non-defective despite being claimed defective. If the item is returned with cosmetic damages and/or missing packaging or accessories, a higher restocking fee will be assessed depending on the extent of the damages and/or missing materials at Computer Upgrade King’s sole discretion.

Preparing Desktops and Laptops for Return

Carefully place your computer back into the original box using the internal packaging foam to properly secure the computer inside. Place that computer box inside the larger original shipping brown box. Use the original packing pillows to cushion all sides between the computer box and the large outer shipping brown box. Remember to include all the original accessories and software that were included in the original delivery. If you have any questions about packaging, please email support@cukusa.com.

Note: Improper or negligent repackaging, for example, something as simple as having the foam or computer upside down, may cause damage to the computer during return shipping which Computer Upgrade King is not responsible for.

Important: Take photos of the item before packing and after packing inside the larger brown shipping box. This ensures that you have a record of the condition of the item before you ship your return. Be sure to have your images dated. Large and fragile items like desktops and laptops are often damaged by improper shipping caused by either improper packing and/or handling by the shipping courier.

Where to Ship Returns

Please send all returns to the following address:

Computer Upgrade King
R&R Dept RMA#: [your RMA# here]
1555 Standing Ridge Drive
Suite A-1
Powhatan, VA 23139

PRICING & PRICE-MATCHING POLICY


Price-Matching Policy

Computer Upgrade King does not provide any price matching with our competitors or across different sales channels. However, we will honor our prices if the price is lowered and the customer has not yet received the item. We do not negotiate on prices.

Incorrect Pricing Policy

Computer Upgrade King reserve the right to cancel any and all transactions which are priced incorrectly. If an item is priced incorrectly at the time of purchase, we will refund the customer immediately.

SALES & CUSTOMS TAX


Sales tax will be charged for the following states:

  • Arizona
  • California
  • Florida
  • Georgia
  • Illinois
  • Indiana
  • Kansas
  • Kentucky
  • Massachusetts
  • Mississippi
  • Nevada
  • North Carolina
  • Ohio
  • Pennsylvania
  • South Carolina
  • Tennessee
  • Texas
  • Virginia
  • Washington

Items shipped to addresses outside the states listed above will not be subject to a sales tax.

Customs Tax

International customers are subject to a customs tax based on the country. This tax is unavoidable and will not be included in the total amount for the purchase for wire payments. Due to the vast number of countries we ship to and the various values of items we sell, we cannot provide an estimated cost of these taxes. We strongly urge customers to contact their local customs office or UPS store to acquire an accurate cost of customs tax.

Domestic customers are not subject to customs tax, but should reference the sales tax section for details on possible sales tax that may be charged.

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