Frequently Asked Questions

Technical Support

My PC won't turn on?

Our desktops and upgraded laptops go through extensive testing prior to shipment, a defective component is very unlikely. What most likely happened is a component was dislodged during shipping since bumps, shocks, vibrations, and drops can occur.

Desktops: Make sure that the power cord is securely connected to both the power outlet and the power supply on the back of your unit. On most newer model power supplies, there is also a toggle switch near the cable seat that allows you to turn it on and off, make sure this is set to the “On” position.

Laptops: Make sure that the AC adapter is securely mounted in place at the connection to the laptop. The power cable for the AC adapter needs to be seated both at the adapter and at the wall outlet.

If the power is plugged in correctly then most likely a component was dislodged during shipping. Contact us and we'll provide instructions on how to re-seat components and verify that the motherboard power cable, CPU power cable are secured on the motherboard.

My desktop turns on but does not display video?

Check your connections. If you have a graphics card installed, make sure you have the monitor connected directly to the graphics card. Graphics card ports are located below the ports on the motherboard in most cases. If you can not find a graphics card port that fits your monitor cable, you may need an adapter.

Contact

How do I contact Computer Upgrade King?

Visit our Contact Us page for our contact information, address, and an email contact form.

What information do I need to have prior to contacting Computer Upgrade King?

Please provide the following information when contacting us for support:

Order/Invoice number

Serial Number

E-Mail address

How do I find my serial number?

Desktops: The serial number will be a silver sticker adhered to the rear of the machine. This number usually begins with a “C00”.

Laptops: The serial numbers are usually shown on a sticker adhered to the back of the laptop. The serial numbers vary greatly from manufacturer to manufacturer.

Payment

What kind of methods of payment does Computer Upgrade King accept?

We currently accept the following payment types:

Credit Cards: Visa/ MasterCard/ Discover/ American Express

Financing: Affirm

PayPal

Amazon Payments

Wire Transfer

Purchase Order: Government, Educational Institutions, and large orders only. For inquiries please email sales@cukusa.com

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.

I want to a slightly different configuration from what you have offered. Can you help me?

Absolutely, visit our Contact Us page and let us know what configuration your looking for and we'll let you know if its possible.

Can you upgrade or change the video card on a laptop?

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 heat sink will not match or fit into the computer, causing improper cooling/performance on the machine itself.

Ordering

Can you sell me a machine without OS, RAM, hard drive, or any other component to save costs?

Yes! Shop in Barebone PC page. Purchase a barebone PC and install your own components or use configure the system through our site and we'll build it for you.

Can you accept best offers or a lower price?

Unfotunately not, our best pricing is as advertised.

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.

Do you ship internationally?

Yes we do! We ship Worldwide. Shipping fees are calculated at checkout. You are responsible for paying the shipping provider your country duties, import fees and/or taxes. Please note: We only include a US power cable. You will either need to purchase a socket adapter or a cable that can plug into your socket type.
We do not ship to the countries listed below:

Argentina

Brazil

China

Colombia

Dominican Republic

Israel

Kazakhstan

Peru

Russian Federation

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.

Warranty

What does my 3-year warranty cover?

Laptops: Your three-year warranty covers all upgraded components in your laptop, for three years from date of purchase.
Desktops: Your three-year warranty covers all original components in your desktop, for three years from date of purchase. From top to bottom, if you have any issues we will be here to help you get it taken care of. Certain restrictions apply, visit our warranty page for more details.

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.