Customer Service & Policies
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.
- American Express
- Amazon Payments
- Wire Transfer
- Store Credit
We currently only accept bank transfer (wire transfer) payments to international billing and shipping addresses.
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. testing for stability). Occassionally, 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:
*Computer Upgrade King offers Free Ground Shipping to the 48 continental United States. Expedited and international shipping options are also available for an additional cost.
Computer Upgrade King only uses the following methods of shipping. Shipping methods will be used at the discretion of Computer Upgrade King. Shipping methods and prices are non-negotiable.
- 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
Computer Upgrade King does not comply with mail forwarding requests or requirements. Mail forwarding puts the customer at risk for damage during shipping (from the original mail forwarding location to them, which may be reflected on the customer as a restocking fee, should they wish to return the item. It is impossible to determine if the damage to the item was done through our carrier or the mail forwarding company, as a result we cannot claim insurance with our carrier on the package. If the situation should arise where the customer chooses to use mail forwarding, then it will be their responsibility to get the item from the mail forwarding location to them. We will not be responsible for any forms, taxes, payments, etc required by your mail forwarder and all such claims will automatically be denied. If the item is returned to us as a result, the customer will be refunded minus the original shipping and any return shipping that we may have to pay as a result.
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
UPS does not allow delivery to PO Box / APO / FPO addresses, as a result, any of our 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 fully refunded and cancelled and the customer will need to replace the order with a valid address. Small items which are shipped via USPS Express Mail or USPS Priority Mail are eligible for PO Box / APO/ FPO addresses.
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 to before the package is held at a local UPS center, at that time, you are eligible to pick it up.
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:
- Dominican Republic
- Russian Federation
We insure all packages shipped out of our location. We will cover all costs for return and grant a full refund if the following conditions are followed:
- All shipping damage must be reported within 7 days after being delivered and signed.
- Allow for the package to be physically inspected at the address of delivery within 10 days of the delivery date.
Customers who intend on using mail forwarding and wish to report a damage claim. Please address all damage claims with your mail forwarding company, unless the damage was noted by the mail forwarder ahead of time. For more details, please read our policy on mail forwarding on the FAQ page.
Returns for refund are only valid for 30 days from the purchase date. Returns for replacement are only valid if the item is reported defective within the first 30 days of purchase date or the item is returned in the exact same condition as shipped. For all other returns we will automatically process the returns as a repair.
Items returned will be denied and returned back to the sender if they are returned under any of the following conditions:
- Any product which shows physical damage
- Any product which is not purchased from Computer Upgrade King
- Any product without a valid and readable serial number
- Any product that does not have an RMA number written on the outside of the box.
- Non-refundable/repairable items such as opened software, license keys, etc.
Laptop Return Policy
- Return for Refund: 30 Days from Invoice/Payment Date
- Return for Replacement: 30 Days from Invoice/Payment Date
- Restocking Fee: Yes*
Customers must request an RMA number within 30 days of original purchase date. A prepaid UPS Ground shipping label will be issued for return in the U.S within 30 days of original purchase date, if they work with Computer Upgrade King technicians in diagnosing and attempting to resolve the problem(s). For international returns, customers are responsible to return items via EMS shipping and will be reimbursed for shipping costs once the item is received, if they also work with Computer Upgrade King technicians in diagnosing and attempting to resolve the problem(s).
*Please see the restocking fee section for more details.
Laptop Repair Policy
- Return for Repair: 3 Years from Invoice Date*
*For all purchases made via eBay, customers who need repair services, within 45 days from the invoice date, will need to re-buy the repaired laptop on eBay again after it has been repaired. The original purchase will be refunded once the laptop needing repair is returned. After 45 days, repairs will be shipped once they are completed and customers will NOT need to re-buy the item.
Software Return Policy
The software return policy covers all software and license key returns sold by Computer Upgrade King. This policy only applies if items are returned within 30 days of the invoice date. We allow returns for full refund minus original shipping if software or license key is returned in an unopened condition with the original seals intact.
Standard Return Policy
All items which are not covered in the Software Return Policy & Laptop 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 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.
PRICING & PRICE-MATCHING POLICY
Computer Upgrade King does not provide any price matching with our competitors. 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
We 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 and some form of store credit may be offered.
SALES & CUSTOMS TAX
- Arizona - 5.6%
- California - 9.0%
- Florida - 6%
- Georgia - 4%
- Illinois - 6.25%
- Indiana - 7.0%
- Kansas - 6.5%
- Kentucky - 6.0%
- Massachusetts - 6.25%
- Mississippi - 7%
- Nevada - 6.85%
- North Carolina - 4.75%
- Ohio - 5.75%
- Pennsylvania - 6.0%
- South Carolina - 8.5%
- Tennessee - 9.5%
- Texas - 6.25%
- Virginia - 5.3%
- Washington - 6.5%
Sales Tax Policy
Sales tax will be charged for the following states:
Items shipped to addresses outside the states listed above will not be subject to a sales 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. 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.