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Shipping Questions
What shipper does surpluscomputers.com go through and how do I contact them?We use US Postal Service and UPS. Here is their contact information: US Postal Service: www.usps.com (800) 275-8777 or 1-800-ASK-USPS How do I know which shipper my order went through?Log into your account and view the order in question. If the package has shipped there should be a tracking number(s) and carrier information. In addition, tracking number should be e-mailed to you when orders ship. My tracking number is not valid. What should I do?For most carriers the tracking number is not valid until it arrives at a central hub or sometimes a driver fails to scan all the packages. This will result in a tracking number that appears to be invalid for a short duration of time. Please wait at least a day or two to see if all the items can be tracked. Otherwise, email us and we will begin a tracer on the package(s). Does surpluscomputers.com ship internationally?We do not ship internationally. The carrier has my package but it’s not delivered yet. What should I do?Please contact the carrier directly for the most up to date status and estimated delivery time and make arrangements to be present when it arrives. If the package is on hold for any reason please contact the carrier to find the reason and possible remedy. What should I do if merchandise arrives damaged?If you can see that the package is damaged before receiving it then immediately tell the driver you do not want to receive this package and show them the damage or if they left it you have a couple of days of grace period (2-3 days at most) to file a damage claim with the carrier. If the package looks suspicious or appears to have been tampered with you can tell the driver to wait while you inspect the contents. Be sure to email customerservice@surpluscomputers.com to give us the claim number as soon as you can. Will surpluscomputers.com pay for the return shipping of defective items?surpluscomputers.com is not responsible for manufacturing defects and we have no control over them. We simply obtain merchandise from distributors and ship them out to our customers. The cost of shipping is split between surpluscomputers.com and the customer. We pay shipping to the customer while the customer pays return shipping. The same principle applies when you buy from a local store like Walmart. Even if the merchandise is defective, Walmart will not reimburse you for the time and gas spent to drive back to the store for returns nor will it send out a driver to pick up the defective merchandise. That said, you can however expect the return to be as hassle free as possible when you buy from surpluscomputers.com. I placed my order and specified a specific carrier but the shipment arrived via another carrier. What is going on?Please make sure that you did not check "I authorize surpluscomputers.com to choose an alternate shipping carrier" during the check out process. Changing the carrier does not alter the expected delivery time. For example, if you choose 2nd day air you must get 2nd air even from the alternate carrier or you will qualify for a shipping rate reduction. The reason for choosing alternate carriers are 1) the designated shipper cannot ship to the address (usually for rural areas) 2) the order has already missed the cut off time for shipping for the designated shipper and surpluscomputers.com must reroute through another shipper to expedite the order. I specified a carrier and surpluscomputers.com shipped using that carrier yet when it arrives at my door it is a completely different carrier altogether. How does this happen?This is indeed quite a rare circumstance but when packages are shipped internationally or to very rural areas, the carrier may have a contract with another shipper to complete the shipment. The tracking and responsibility for safe and timely arrival of the package still rests with the original carrier and surpluscomputers.com deems the shipment contracts to be fulfilled. Can surpluscomputers.com reroute the package or have it be held at a shipping facility?In order to prevent fraud we will not allow packages to be held at shipping facilities any more. For the same reason packages cannot be rerouted and all packages must be shipped to designated addresses per the invoice. I refused a shipment or it was unable to be delivered and it went back to surpluscomputers.com. What will happen now?If the shipment was refused due to shipping damage surpluscomputers.com will reship the merchandise once it has arrived. If the shipment was refused because the customer no longer wants the product it will be refunded as specified in the terms of sale minus shipping and the 20% restocking fee. If the shipment was unable to be delivered due to customer inputting invalid address surpluscomputers.com will contact the customer to authorize another shipping charge and then reship the merchandise. If surpluscomputers.com inputted the wrong address to the carrier then the package will be reshipped at the expense of surpluscomputers.com. I think an item is missing from my order. What should I do?Check the number of tracking numbers for your order. Make sure all the packages have arrived. If so and you still have missing parts then please check the packing material carefully as small parts are easily lost in package material. Also look inside the various internal packaging as we sometimes put memory inside the motherboard box or mount the CPU on the motherboard if it is an OEM CPU. Finally, if you are still missing parts then please us at customerservice@surpluscomputers.com right away and we will conduct a review of your order with the warehouse. Does surpluscomputers.com ship to APO and or FPO?Yes we deliver to APO & FPO addresses but do so only via US Postal Service. Packages sent via USPS may take a few more days to process because we drop off USPS packages in batches every few days. Please be aware that USPS packages to APO & FPO addresses may take anywhere from a week to four weeks to arrive depending on the country of destination. You will still be provided USPS shipment numbers. Please also be aware that we must adhere to specific package size and weight restrictions when shipping to APO & FPO addresses.
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