Contact

• Where can I find the contact information for Computer Upgrade King?
Please see our Contact page for our contact information, address, and an email contact form.

Please Note: If you are contacting us about an eBay listing, you must send us a message through eBay. Please return to the listing you are inquiring about and click the "Ask a Question" link at the bottom of the listing.
• What information do I need to have prior to contacting Computer Upgrade King?

Depending if you purchased through eBay or the website, please provide us with any of the following information:

eBay Store Purchases:

• eBay User ID
• E-mail address
• Order/Invoice number*

Website Purchases:

• Order/Invoice number*
• E-Mail address

*The Order/Invoice Number can be found on the packing slip attached to the outside of the brown box that was shipped to you.

• Why does Computer Upgrade King require eBay customers to send eBay messages?
In order for Computer Upgrade King to be in accordance to eBay policy, we require eBay customers to contact us via eBay. eBay message also provides a secure and safe way for the buyer to discuss eBay purchases with us.

Payment

• What kind of methods of payment does Computer Upgrade King accept?
We currently accept Credit Cards (Visa/MasterCard/Discover/American Express), Amazon Payments, PayPal and Wire Transfers. Instructions for Wire Transfer will be provided upon checkout.
• My payment currently shows or reports as held. What does this mean and how can I resolve this?
PayPal will occasionally put payments which they feel are possibly fraudulent on hold. This usually occurs if the IP address does not match and for billing and shipping mismatches. To resolve this, please contact PayPal directly at http://www.paypal.com and provide them with the information requested to prove the transaction was legitimate. Please understand that we cannot do anything to end the hold, and unless the payment is released to us, we will work with PayPal to reverse the payment back to you.

Products

• My computer box appears to have been opened. Is my item new?
If the item has been sold in new condition, you may rest assured it is new. Many of our laptops are sold with one or more upgraded components, as a result the box may be opened to perform these upgrades. Quality assurance is very important us and therefore every computer we ship has the King's Seal of Quality. The Seal of Quality ensures that your machine was inspected for dead pixels, defects, scratches and fingerprints that could otherwise come directly from the manufacturer. We believe on average our seal is at least 5 times more reliable than the manufacturer's seal. Our return rates are more than 5 times less with computers we shipped bearing our seal as opposed to computers shipped bearing the seal of the manufacturer in tact. Manufacturers ship systems with fingerprints, defects, scratches and dead pixels. These are issues you avoid when you receive the King's Seal of Quality.
• The manufacturer does not sell this computer model with these specifications, so how do we?
Almost all laptops allow components such as Processor, Hard Drive, RAM, amongst other various components to be upgraded or swapped with a different component. We purchase these models and after upgrades are performed, we do intensive benchmarks and stress tests to ensure all computer systems are reliable and stable. As a result, we set the bar in terms of quality assurance, warranty, price, and scope in the industry of computer customization and enhancement. In addition, every upgrade we do is backed by our 3 year limited express ship warranty.
• I want to a slightly different configuration from what you have offered. Can you help me?
For eBay and Amazon orders, we do not have customization options available at our disposal, as a result we cannot offer all the upgrade options offered on our website. For website orders, everything that we offer is available. If it is not listed on the website, please assume it is not offered.
• Can you upgrade or change the video card on a laptop?
We do not change video cards on laptops. Most laptop motherboards have video cards chips soldered onto the board itself. As a result we cannot remove the video card chip without damaging the computer. Certain high-end laptops allow for video cards to be swapped out for different brands; however there is a very high chance that the heatsink will not match or fit into the computer, causing improper cooling/performance on the machine itself.
• Can I get a different color (i.e. gold, purple, etc.) laptop of this kind?
Unfortunately laptop colors are fixed to what is offered/listed. Any color options available will be offered as upgrade options upon checkout. If you do not see any color options, please assume none are offered.

Ordering

• Can you sell me a machine without OS, RAM, hard drive, or any other component to save costs?
Computer Upgrade King only sells laptops which are in working and tested condition, therefore we are not able to accommodate requests for missing or removed items from a system that would declare the machine inoperable in its current state.
• Can you accept best offers or a lower price?
Sorry, we can only accept the price that is advertised.
• Does Computer Upgrade King accept phone, fax, email or mail money orders?
We currently do not currently process phone, fax, email or mail money orders. All orders must be placed through our website, Amazon (Computer Upgrade King) or eBay Store (computerupgradeking) directly. If you are having trouble placing your order please contact us and we will do our best to resolve your issues.
• May I combine separate orders into one?
We cannot not combine separate orders once they have been placed. However, we can cancel the existing orders for you, so that you may place a new order for all the items. Please keep in mind; we cannot combine orders once they have been shipped. Also, orders that are cancelled will need to be refunded, this may take 3-5 business days in some cases before you may have the money to repurchase the item.
• Can I use two cards to pay for an item?
Sorry, only one card or one method of payment can be used per order.
• Why can't I see my order in my customer account?
If you placed your order before you created your account, or while you were not logged in, then your order was not attached to your customer account. Please send us a contact form after you have created your customer account with a request to add the order to your account. Please include the full name and email address used for the order, as well as the order number (found on your order confirmation email). Please allow 1-2 business days for your request to be completed.

Shipping

• Where can I find my UPS or USPS tracking number?

All tracking numbers will be sent via email when the item is shipped.

Our pickup time for USPS packages is roughly 12:00PM EST and all UPS packages are picked up at 5:30PM-6:00PM EST. Tracking numbers should all be valid by 8:00PM EST. If you do not receive a tracking number within the estimated ship date, please contact us for more information.

• Will you ship to my country? Which countries are not eligible for shipping?

We can ship to any country except for the countries listed below:

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

The countries above were flagged from previous transactions as being a high risk to us for fraudulent payments or customs issues. As a result, we will not ship to any address located in the above countries.

• I plan on using a mail forwarder (i.e. UPS Store, Aramex, etc) for international shipments, will this be a problem?

We do NOT recommend mail forwarding. Mail forwarding puts the customer at risk for damage during shipping which may be reflected on the customer as a restocking fee, should they wish to return the item. It is impossible to tell 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 YOUR responsibility to get it from the mail forwarding location to you. 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 any issues arise during the shipment from us to the original shipping address, we will address them as it is our responsibility.

• Do you ship to PO Box or APO/FPO addresses?
Unfortunately we do not. UPS policy prohibits delivery in addresses which use PO Box or APO/FPO.
• Can you ship my laptop via USPS, DHL, or FedEx?
Computer Upgrade King does not ship laptops via USPS, DHL, or FedEx. We only use UPS as a carrier for the speed, reliability, and the low shipping costs.

Warranty

• What does it mean to have "Up to 1 Year" warranty?
Warranty officially begins when the item is sold from the manufacturer to one of the distributors or resellers. When the item finally arrives in our stock it may have part of the warranty expired as a result of being sold to us or sitting in the distribution or reseller stock. Certain manufacturers may accept our invoice as proof of purchase to offer you a full warranty or allow you to register the item to claim the full 1 year warranty from YOUR purchase date.
• Who do I contact for warranty?
Please contact Computer Upgrade King support first for any warranty needs. Our customer service team is ready to assist you 9:00AM-5:30PM EST M-F for your needs. Although manufacturer warranty will exist on your computer, please make us your primary and initial point of contact for any warranty needs to determine if your computer upgrades are at fault or the issue may be covered by us.
• Is manufacturer warranty valid in my country?
This is entirely dependent on the type of problem and your location. We have found that manufacturers can be picky in some places and lax in others. Please contact your local manufacturer's customer service for full details. If a problem occurs, we suggest you contact us first to determine if the problem is related to an upgrade we performed. If it is, please see our warranty information section for more details, otherwise, you should be able to try contacting the manufacturer to see if they will warranty the item in your area.
• Do the upgrades applied to the laptops void the warranty?
All laptops are sold with a 3 year Computer Upgrade King warranty and a 1 year manufacturer warranty for the original (non-upgraded) components. Although most manufacturers will not warranty the upgrades we perform, we will do our best to assist you to get your issues resolved. We strongly urge buyers to contact the manufacturer prior to purchasing to see if warranty is valid in your country.
• Can I get an extended warranty?
Unfortunately at this time Computer Upgrade King does not offer any additional warranty support outside the 1 year from the manufacturer and the 3 year warranty provided by us.