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Information CenterOrdering Frequently Asked QuestionsWelcome to the NCIX.com Customer Care Center. At NCIX.com, our number one priority is your satisfaction. We created the NCIX.com Customer Care program to make sure that every experience with NCIX.com offers value, convenience and satisfaction. To take advantage of all our Customer Care features, please make sure that you have created an account with NCIX.com and that you are currently signed in. Ordering Frequently Asked Questions
How long will it take to process my order? Orders will be processed on a first come, first serve basis. We will make every effort to make sure orders are processed as soon as possible, and no unnecessary delays occur in processing an order. In most cases orders are processed immediately, often shipping the same day for in-stock items. During busy periods, delays may occur. All orders will be processed no later than 2 business days upon receipt, provided the items are in stock and there are no problems with the payment verification. Items are allocated to your order when your order is being processed and after your payment has been verified, so on rare occasions stock may change by the time an order is being processed. Once an order request has been received by us, you will receive periodic e-mails from us regarding the processing of your order. Within 24 hours of your order being shipped, you will receive an e-mail that contains the carrier tracking number for your order. How do I know if a product is in stock? Each product page at NCIX.com indicates the Availability of an item below the price.
While every effort is made to insure that availability and stock status is accurate, we cannot be responsible for inaccuracies published on the web site as they are dependant on supplier accuracy and information. I just placed an order for an item that is out of stock. When will I be charged for it? You will be charged for a backordered item upon order processing. After your order for an out of stock product is submitted, we will notify you of its anticipated delivery date. Any in stock products from your order will be shipped right away. For items that are backordered, you will receive periodic reminders of back ordered items and you will be given an opportunity to cancel any outstanding back orders with us. In the event the product is unavailable, or if you wish to cancel the back ordered item before it is shipped, you will be issued a refund using the same method of payment you used to place the order, or a credit note. NCIX.com will make every attempt to promptly issue refunds, but during busy periods, allow up to 2 to 4 business days for refunds to be processed. How long does it take for back ordered items to get sent? Items that are unavailable will be placed on back order, and the remainder of your order will be shipped. Please check our web site for the back ordered item's estimated time of arrival. Please note that these dates are estimates and not guaranteed to arrive on that date. For items that are backordered, you will receive periodic reminders of back ordered items and you will be given an opportunity to cancel any outstanding back orders with us. Where possible, we will make every effort to alert customers of potential delays, or possible substitutions to the originally ordered item (such as a video card or RAM with similar specifications). Is it safe to shop on-line at NCIX.com? At NCIX.com, we guarantee your privacy and on-line shopping safety. We will never share your personal and private information with anyone, and any personal information we do collect, we will only use to properly process and deliver your order. We are secured with a Verisign SSL certificate to insure that your personal information is encrypted and secured when you communicate with NCIX.com. All your personal information and credit card information is stored on our secured servers that are not connected to the Internet, and we further insure your privacy by making sure that access to the data is given only to the NCIX.com team members that need to access your information to process your order. Does NCIX.com match competitors’ pricing? Although it is not always possible to match the prices offered by our competitors, we would like the opportunity to win your business. At the bottom of the checkout page, there is a Price Match button. Clicking this will allow you to enter competitive pricing, and the source for the price (which must be included). Unfortunately, Price Match is only offered to our Canadian customers at this time. Prices considered for Price Match must be IN STOCK and available as a NEW item at a retail business or a web based store, with full e-commerce functionality, a valid SSL certificate and credit card verification. Exact items, model numbers and part numbers must match to qualify for Price Match requests. Most computer products are sold as Retail, OEM or Promotional products, and while they are often similar products, we cannot match prices on items with different packaging. Prices submitted for Price Match must be from a Canadian retailer and must be in Canadian funds. No foreign retailer Price Match requests or currency conversion equivalents will be accepted. Price Match requests will be rejected for any competitor’s prices that appear to be a misprint, typographic error, fraudulent price or misrepresentation of a product. As verification of competitors' pricing is done manually, allow up to an additional 1-3 business days for Price Match processing. Please note that many competitors' quoted prices include a 2-3% cash discount, when their customers are paying by cash or certified check. In such cases, if we can match a competitors' price, the cash discount will be added back to the matched price. Upon processing of an order, NCIX.com will charge the total amount of the order to the chosen method of payment. In stock items will be shipped immediately. Backordered items will ship as they become available. Credits or refunds will be issued for unavailable items and overdue backordered items as soon as requested or determined that an item is not available. NCIX.com does NOT charge any credit card or payment surcharges. We gladly accept the following payment methods:
First time customer with NCIX.com may experience a 1 to 2 business day delay in processing your initial order, to allow for credit card payment verification and security checks. Prepaid Orders will take longer to process to allow cheques to be cleared. This policy includes Cashier's Cheques. Purchase orders will be accepted only from qualified Fortune 1000 companies, Government, Schools and accredited educational institutions. No C.O.D. orders will be accepted. Sorry, no credit cards issued outside of Canada will be accepted as payment. US residents must make payment by PayPal. Does NCIX.com handle international or U.S. orders? For U.S. customers, please visit our U.S. site at www.NCIXUS.com. Unfortunately, we are unable to process orders outside of U.S. and Canada at this moment. All orders shipping within British Columbia (BC) will be charged the applicable provincial sales tax (PST). Goods and Services Tax will be charged for all orders shipped to a Canadian address, except for Government orders and orders bound to destinations where GST is exempt. Harmonized Sales Tax (HST) will be charged to residents of New Brunswick, Nova Scotia and Newfoundland. For US bound orders, no additional taxes or duties will be charged. You may request a cancellation of your order using our service area (note: you must be signed in to access this section), by clicking on the CANCEL ORDER, provided your order has not already been processed and shipped. Once an order has been processed you cannot cancel your order, but you may return items in accordance with our returns policy, and may be subject to a restocking fee. Otherwise, please call during our business hours to cancel your order. If your account has already been charged, you will receive a credit back to your account usually within 2 to 3 business days. Please never request to cancel an order by e-mail as we may not receive the request in time to stop the order. What warranty do I get with products I've bought? NCIX.com warrants product(s) to be in good working condition and free from defects in material and workmanship for a period of one (1) year for OEM packages, and for thirty (30) days for RETAIL packages, from the original Invoice date unless otherwise restricted below or by the manufacturer's own warranty policy. After that period, items are often covered by a manufacturer's warranty, but will vary depending on the product in question. Please refer to the manufacturer's web site for details. ALL OEM CPU/processor products are warranted for seven (7) days from the original invoice date, unless the CPU is purchased as part of a computer system, or if you are a VIP Member or Premium Partner member. If your product is not functioning properly upon arrival (DOA items), please send a message (but not later than 30 days from purchase for DOA items) to Technical Support for troubleshooting or request a RMA through an Online RMA. In most instances, our representatives can assist you in diagnosing and resolving your product problems. In the case of a defective product, NCIX.com will replace the product with an exchange of the same item, subject to in-stock availability. To return a product you will require an RMA (Return Merchandise Authorization) from us, and unless you are a VIP or Premium Partner member, you will have to pay for shipping charges in returning the product to us. Repaired RMA items will be shipped back to you free. When you purchase any product from NCIX.com, you are entitled to its manufacturer's warranty against defective merchandise. Most of our major manufacturers’ policies require that you contact them directly for assistance regarding their products. These manufacturers will repair, return or replace them in accordance with their own policies. Please contact the respective manufacturer for additional details. Physical damage to any product will void the product's warranty. Modifying a product in a permanent way is considered physical damage. NCIX.com cannot honor warranty for CPU's that have bent pins, cracked or chipped cores, burnt or otherwise sustained any other type of physical damage. Physical damage voids any warranty previously implied for any product. What warranty do I get on software, DVDs, or games that I've bought? Software, DVDs and video games must be in the original box and unopened (still in its original shrink wrap). Please note that due to advances in CD and DVD copying technology, we do not accept any opened or used software, DVDs or video games. Defective software will be exchanged with the same title and is subject to availability. Before returning defective software, we strongly advise that the manufacturer be contacted. The manufacturer will have solutions to the majority of your questions concerning the software. Once the manufacturer has been contacted and still no remedy has been found, you may then contact our customer service. Strongly recommended: Please make sure, that your system meets all system requirements before purchasing. Where possible, NCIX.com will publish system requirements next to the description of the software, but we also recommend that requirements be confirmed from the publisher's web site. NCIX.com will not return software due to failure of meeting system requirements. What if I'm dissatisfied with an item I've bought? NCIX.com offers a 15-day Satisfaction Guarantee on many items that we sell. Due to supplier and manufacturer restrictions, some opened items will be non-refundable, and any return is subject to prior approval from NCIX.com. Items that are unopened and still in its original shrink wrap and sealed, can be returned without restriction, within 15 days of purchase, unless marked as unreturnable. All items returned to us must be shipped pre-paid. Items eligible for return are subject to a 15% restocking fee, and if approved by NCIX.com would be eligible for exchange, merchandise credit or refund. Due to the volatile nature of computer prices, items will only be refunded at the current pricing at the time of return. Software must be in its original box and unopened (still sealed in its original shrink wrap). Defective software will be exchanged with the same title (subject to availability). Satisfaction Guarantee excludes CRT monitors, LCD monitors, notebook computers, mobile PCs, PDAs, printers, consumables (i.e. printer cartridges, CD-Rs, and blank media), televisions, consumer appliances (i.e. microwaves, refrigerators, etc.), customized computers, mouse pads and special order items. How do I get an Return Merchandise Authorization (RMAs) from NCIX.com? All products returned to us must be accompanied by a valid Return Merchandise Authorization (RMA) number issued by NCIX.com within 30 days or 1 year (depending on the warranty period for that product) of your original invoice date, for most retail merchandise. After 30 days or 1 year (depending on the warranty period for that product) from purchase we can no longer issue an RMA and will refer you to the manufacturer for warranty service. RMAs expire in 15 days after they are issued. You may request a RMA using our online RMA system. If you have any tech support questions before requesting a RMA, feel free to ask in a tech support message. All returned products must be 100% complete in original packaging and in resalable condition, with all packaging, software, manuals, blank warranty cards and other accessories and documentation included. A valid RMA number must be written clearly on the outside of the packaging. Incomplete or unauthorized returns will be refused. The customer is responsible for any additional damage to an item or loss during shipment to NCIX.com. Therefore, we recommend that all items shipped to us be insured for damage or loss. Returns from Canadian Customers must be shipped to our Canadian warehouse address:
or click here to download a mailing label in Adobe Acrobat format you can print out and use. Returns from US Customers must be shipped to our US warehouse address:
or click here to download a mailing label in Adobe Acrobat format you can print out and use. How does NCIX.com ship my order? Every package leaving NCIX.com is carefully packaged by us before shipping. We use our own specially designed shipping boxes, heavy duty recycled cartons, or a carrier's service designated shipping box, depending on the size and contents of your order. Larger products, such as monitors, will be shipped in its original packaging. All Canadian orders will be shipped from our Canadian warehouse. Note that Fedex and UPS do not ship to P.O. Box numbers.
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