Frequently Asked Questions

Contact Questions

1. How can I contact EXcaliberPC.com?
   Ordering

   Our website operates 24/7 365 days a week and this is where you should place all orders. If you are having trouble with the website please see our ordering FAQ and make sure all your browser settings are correctly set. If you continue to experience problems you may call our customer service representative at 877-289-3972 and place an order over the phone with one condition: it is the customer's responsibility to look over their email confirmation to make sure that the customer's information (shipping, contact, etc.) is correct and the parts in the email confirmation are what the customer intended to order and contact us right away (before product is shipped) if any errors are found or if no email confirmation is received.

   Requesting an RMA (Return Merchandise Authorization)

   Log into your account from using your email address and password. Then select "Request RMA" from the list of options.

   EXcaliberPC.com phone numbers

   877-289-3972 - Toll-free customer service phone number
   510-252-1750 - Customer service phone number
   510-372-0611 - Fax number

   Getting updates on your RMA

   Please view your current outstanding RMAs from the "Accounts" menu for current status. If you should see that no updates has occurred in several days then please email sales@excaliberpc.com to inquire about the RMA in more detail.

   E-Mailing EXcaliberPC.com

   Most sales related questions can be directed at sales@excaliberpc.com.

   Website related issues

   Please email webmaster@excaliberpc.com.

   Store Hours

   EXcaliberPC.com is open Monday thru Friday from 10:00AM to 6:30PM excluding National Holidays.

   Technical Support

   Please call or email the manufacturer of the merchandise you are buying or bought for any technical support issues. Customers may email sales@excaliberpc.com to obtain manufacturer contact information if they are unable to find it. In addition, technical support may be obtained from other users via the support forums on our website.

   Complaints

   If you should find any aspect of your purchase experience to be less than satisfactory please let us know. We are here to help our customers in anyway within reason instead of them going away unhappy. Please email sales@excaliberpc.com with the word Complaint and your order number in the email subject.

2. Can I come and pick up my order at a physical location?
   No, we just have a sales office and no stock is kept here. Stock is at distribution warehouse.
3. You guys did a great job, how do I tell you about it?
   Please leave us a review at ResellerRatings.com. We monitor such site daily and are extremely proud to see a raving review!
4. What information does EXcaliberPC.com need when I call, e-mail, or fax?
   Please provide the following: Sales Order Number, E-mail address, and RMA number.
5. To what address should I send return merchandise to EXcaliberPC.com?
   EXcaliberPC.com
   

   Attn: RMA # (please fill in RMA number)
   40555 Encyclopedia Cir.
   Fremont, CA 94538

   * Note: all other formats or shipment without RMA number shall be rejected! Please insure package and ship through traceable shipper.

Shipping Questions

1. What shipper does EXcaliberPC.com go through and how do I contact them?
   We use Federal Express (FedEx) and US Postal Service (USPS). Here are their contact information:
   FedEx: www.fedex.com (800) 463-3339 or 1-800-GO-FEDEX
   US Postal Service: www.usps.com (800) 275-8777 or 1-800-ASK-USPS

2. 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.
3. 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. If not give us a call and we will begin a tracer on the package(s).
4. Does EXcaliberPC.com ship internationally?
   Yes, EXcaliberPC.com ships throughout the U.S., Canada and to over 200 countries worldwide. International shipments are subject to import fees, duties, and taxes (which are levied once a shipment reaches the destination country) in addition to the brokerage fees/custom clearance charges that may be imposed by the carrier. These charges must be borne by the recipient. EXcaliberPC.com has no control over these charges and cannot predict what they might be. Import fees, duties, and taxes are NOT included in shipping cost nor item price itself.

   If an international shipment is refused and/or returned, any taxes, duties, custom fees, brokerage fees, or shipping charges incurred from this return will be the responsibility of the customer.

5. 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.
6. 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 call EXcaliberPC.com at 877-289-3972 to give us the claim number as soon as you can.
7. Will EXcaliberPC.com pay for the return shipping of defective or wrong items?
   EXcaliberPC.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 EXcaliberPC.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 EXcaliberPC.com. We will pay for domestic return shipping for wrong item or wrong spec.
8. 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 EXcaliberPC.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 EXcaliberPC.com must reroute through another shipper to expedite the order.
9. I specified a carrier and EXcaliberPC.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 EXcaliberPC.com deems the shipment contracts to be fulfilled.
10. Can EXcaliberPC.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.
11. I refused a shipment or it was unable to be delivered and it went back to EXcaliberPC.com. What will happen now?
    If the shipment was refused due to shipping damage EXcaliberPC.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 15% restocking fee. If the shipment was unable to be delivered due to customer inputting invalid address EXcaliberPC.com will contact the customer to authorize another shipping charge and then reship the merchandise. If EXcaliberPC.com inputted the wrong address to the carrier then the package will be reshipped at the expense of EXcaliberPC.com.
12. 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 call EXcaliberPC.com right away at 877-289-3972 and we will conduct a review of your order with the warehouse.
13. Does EXcaliberPC.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.

Payment Questions

1. Which methods of payment does EXcaliberPC.com accept?
   EXcaliberPC.com accepts: Visa, MasterCard, Discover, American Express, PayPal, Prepaid Company Check, Prepaid Personal Check, Cashier Check, and Money Order (All checks must be cleared our bank account before merchandise ships, even Cashier's Checks)
2. Does EXcaliberPC.com accept Purchase Orders?
   EXcaliberPC.com does not accept purchase orders in general as a method of payment but will reference purchase orders for your convenience.
3. Does EXcaliberPC.com accept international credit cards?
   We will no longer accept International credit cards starting from 10/1/2007. All International orders must be paid via bank wire transfer. We apologize for any inconvenience caused by this. Updated: 10/1/2007
4. Why does EXcaliberPC.com have such a stringent verification process? Many other online companies I buy from never require address or email verification.
   Computer parts by their nature are extremely easy to resell and the average ticket price is quite high leading to extremely high fraud rates. For the sake of credit card holders and for our own protection EXcaliberPC.com has in place the strongest measures in any business against fraud. To begin with we ship only to credit card billing address or alternate shipping addresses that are actually listed with the credit card issuing institution. We also work with local and federal law enforcement agencies when we detect fraud being committed within our network.
5. I think I entered the wrong credit card information. What should I do now?
   Please call our customer service right away at 877-289-3972 and correct the wrong information. Wrong credit card information will result in an order being put on hold. The customer will then get an email informing that there are billing problems. Alternatively you can place another order and cancel the original order with the wrong information. Please check your account information carefully to avoid having duplicate orders.
6. I do not feel secure putting my credit card on-line or over the Internet. How can I still place a credit card order?
   You can enter dummy digits into the order i.e. all 0s or 1s (just don't forget to enter a valid number of digits i.e. 16 digits for Visa) and then call us back via the phone to enter the credit card number manually.
7. Why was my credit card declined when I know the credit and or money is available in the card?
   There are many scenarios under which a card can be declined. It may be due to wrong card number, wrong expiration date, daily transaction limits, insufficient funds, or random security checks by the credit card issuer. When this happens, the cardholder needs to contact the bank directly to find out why it happened and correct the problem.
8. Does EXcaliberPC.com have any idea why my credit card is declined?
   The card issuer never tells EXcaliberPC.com or any other company the reasons for decline for privacy reasons. All EXcaliberPC.com knows is that the card was declined. Please call the card issuer to find out why and call or email when we can attempt to charge again.
9. Which states require sales tax?
   Orders shipping to California are automatically charged sales tax. Once in a while we drop ship from other sources and if they are in the same state as the customer or have a warehouse there, sales taxes will need to be charged. Such cases are rare and customers are notified within 1 business day to decide if they are going to accept the sales tax, wait for the merchandise to arrive in California and then resent, or to cancel the order.
10. I have a California resale permit, how do I take sales tax off my order?
    Please fill out a reseller tax exemption form and email to us along with your California reseller's permit. We will check with the California Board of Equalization database to validate the resale permit and then manually remove the charge from the order. We do not log the permit into our database so each order must go through the manual process.
11. My order is a government purchase and not subject to the state sales tax. How do I remove the tax from my order?
    Just place the order online as usual and fax us a copy of the tax-exempt permit and we'll manually take the tax off.
12. Is the EXcaliberPC.com website secure and what is the security used?
    Most definitely, we encrypt all personal and financial information using 128-bit encryption technology and through our secure sever. Once the information is received only trusted and authorized EXcaliberPC.com employees will be able to view and process your information. We take every step to safeguard our customer's information.
13. Where do I send checks and other pre-payments?
    Please send the check along with a copy of your order printed from our website to:

    EXcaliberPC.com
    Attn: Accounting
    40555 Encyclopedia Cir.
    Fremont, CA 94538

Ordering Questions

1. Which methods of payment does EXcaliberPC.com accept?
   EXcaliberPC.com accepts: Visa, MasterCard, Discover, American Express, PayPal, Prepaid Company Check, Prepaid Personal Check, Cashier Check, and Money Order (All checks must be cleared our bank account before merchandise ships, even Cashier's Checks)
2. How long does it take before EXcaliberPC.com ships out my order?
   Most orders are processed and shipped out within 1 to 2 business days. This includes payment attempt, order security, stock transfer, packing, and shipping. If you must have an order shipped out the same day please select the "Express Processing" option. All system orders require 3 to 5 business days for production and inspection (i.e. Gaming Laptops, Compact Desktops, NAS, etc.).

3. What is the "Express Processing" service for $10?
   For orders that are extremely urgent and time sensitive in nature we offer the "Express Processing" service which can be found during the check out process. Due to the large number of orders there may sometimes be delays that cause orders not to ship the same business day. By selecting "Express Processing" option a dedicated employee is assigned to the order that will literally follow the order in person through address verification, credit card charging, packing, and email notification. That employee is also responsible for communicating and resolving with the customer regarding any problems with the order so the order is almost guaranteed to go out the same day. The service goes so far as to send a driver out to deliver packages to the carrier shipping facilities for shipments that already missed the shipper pick up time. There will be no charge for this service if the order does not ship the same day as the order date (assuming order is placed before 5:00 PM if on the business day or the next business day if the order is placed during a holiday or the weekend.)
4. What happens when a part of the order is backordered?
   If an item is found to be out of stock after the order is placed EXcaliberPC.com will ship the parts of the order that are available. The back ordered items would be shipped as they become available. Customers will not be charged additional shipping or handling fees for back ordered items.
5. How do backorders occur?
   Because no store has infinite supply of parts there are bound to be times when certain products run low on supply. When this happens and too many people are ordering the same item a backorder will occur. For the very popular products or allocated items it could be as little as half an hour before our supply runs out.
6. Can I only order from EXcaliberPC.com online?
   In general, yes. Our website operates 24/7 365 days a week and this is where you should place all orders. If you are having trouble with the website please see our ordering FAQ and make sure all your browser settings are correctly set. If you continue to experience problems you may call our customer service representative at 877-289-3972 and place an order over the phone with one condition: it is the customer's responsibility to look over their email confirmation to make sure that the customer's information (shipping, contact, etc.) is correct and the parts in the email confirmation are what the customer intended to order and contact us right away (before product is shipped) if any errors are found or if no email confirmation is received.
7. I cannot order online, what can be wrong?
   We test our website thoroughly so it's rare that customers have ordering problems. If they do it is often due to one of the following problems:

   Cookies not enabled.
   The computer you are using is behind a firewall and it's blocking our site, in which case you'd need to contact your network administrator for help.
   The system clock on your system is not set correctly.
   Your browser is older than Microsoft Internet Explorer 5.1.

8. I think I made a duplicate order. What should I do?
   Log into your account and see how many orders you have outstanding. Sometimes our server has received the order but the instant confirmation was interrupted. Do not hit the submit button twice or you will have a duplicate order shipped to you. Besides check your account on the website, you can also call us during regular business hours and we will look it up for you.
9. I did not receive an email confirmation. Did my order go through?
   This can be answered either by logging into your account from our website and viewing outstanding orders or you can call us during regular business hours and we can look it up for you.
10. Can I add to an order or combine two orders to save on shipping?
    Yes, but only by phone. Call EXcaliberPC.com at 877-289-3972 and let us know what you need done. We can accommodate your request only if the order has not been charged yet. Be sure to ask and confirm receiving of an updated email order or go online to your account and view the updated order for correctness. It is the customer's responsibility to make sure the customer service reps update the order correctly. EXcaliberPC.com cannot be held liable if our reps enter the wrong item, as only you know what you intended to order so you must check and make sure.
11. I looked at my order status online and it says the order is cancelled. Why?
    EXcaliberPC.com will cancel orders that have wrong price, inconsistent description, or items sold that are end of life (EOL) and no longer available. When this happens, customers are automatically emailed this information.
12. Can I get a customer service rep to physically grab a merchandise and describe it for me?
    No, many of the products we carry are not stocked anywhere near the service reps and it's usually too busy to get the warehouse to bring a product from the warehouse. You can however email sales@excaliberpc.com to get clarification on features of the product, options, and more.
13. Can EXcaliberPC.com guarantee that the product I buy is guaranteed to work with my system or offer technical support?
    No, we carry for 80,000 products and there are infinite numbers of combinations possible. Our techs and support staff are very experienced but there is just no way for anyone to make that guarantee unless that combination has been thoroughly tested and validated by the manufacturer. It is for this reason that EXcaliberPC.com reps are specifically forbidden to make promises of compatibility and refer all questions about compatibility to the manufacturer. We can however, offer general advise and "educated recommendation" based on experience and manufacturer specification or recommendation but the customer shall take these advise at their own risk.
14. Does EXcaliberPC.com rent or sell my personal information? What is your privacy policy?
    Never! We respect our customer's privacy and never rent or sell customer information. For our complete privacy policy please see the privacy policy page.
15. How can I cancel my order?
    This can be done only if the order has not been charged; otherwise, it's impossible to cancel the order. To cancel the order before it is charged, simply log into your account and select "orders". There you will be able to find a button to cancel the order if it is cancelable.

Product Questions

1. Can EXcaliberPC.com guarantee that the product I buy is guaranteed to work with my system or offer technical support?
   No, we carry for 80,000 products and there are infinite numbers of combinations possible. Our techs and support staff are very experienced but there is just no way for anyone to make that guarantee unless that combination has been thoroughly tested and validated by the manufacturer. It is for this reason that EXcaliberPC.com reps are specifically forbidden to make promises of compatibility and refer all questions about compatibility to the manufacturer. We can however, offer general advise and "educated recommendation" based on experience and manufacturer specification or recommendation but the customer shall take these advise at their own risk.
2. Can EXcaliberPC.com special order items not listed on the website?
   EXcaliberPC.com will not take special orders. However, if you have some ideas about new products for us to carry you can email sales@excaliberpc.com and we'll certainly evaluate all customer recommendations.
3. Can I get a specific version, revision or stepping on a product?
   No, unless it is specifically specified on the product name. Product descriptions are for reference only and may contain mistakes. We can only promise to ship product as named.
4. What is the warranty on refurbished product? Do they also have additional warranties?
   Refurbished products carry a 15-day warranty unless otherwise specified in the title of the product. They may or may not have additional warranty from the manufacturer (most actually do) but we do not guarantee them past the 15-day or product title listed period.
5. Where can I get more product information on something I am interested in?
   You can post questions in our forum or contact the manufacturer. If you cannot find the manufacturer please email sales@excaliberpc.com to get pointed in the right direction.

Credit Questions

1. What do you mean by credit? Is it store credit?
   EXcaliberPC.com never offers store credit for purchases. When you return an item the credit is just the amount that will be refunded back to your credit card or will be issued in the form of a check if you paid by check.
2. How long does it take to see credit from my return?
   We generally process credit in 2-3 business days upon completion of the return process. Once EXcaliberPC.com refunds to a credit card, it is up to merchant service and the issuing bank to credit the individual credit card account. They may take as long as two billing cycles to do this but it is beyond EXcaliberPC.com's control. Customers may contact their card issuer to get funds released quicker.

Product Return (RMA) Questions

1. Do I have to have an RMA number in order to return a product to EXcaliberPC.com?
   Yes, customers must obtain a Return Merchandise Authorization (RMA) number within the applicable Return Policy Period and have it written clearly on the outside of the shipping box in order for EXcaliberPC.com to receive the RMA. Remember that RMA numbers are valid only for 10 days within which our warehouse must receive the returned merchandise. After that RMA numbers will not be reissued or extended.
2. To what address should I send return merchandise to EXcaliberPC.com?
   EXcaliberPC.com
   

   Attn: RMA # (please fill in RMA number)
   40555 Encyclopedia Cir.
   Fremont, CA 94538

   * Note: all other formats or shipment without RMA number shall be rejected! Please insure package and ship through traceable shipper.
3. How do I obtain a Return Merchandise Authorization number (RMA#)?
   We ask that all RMAs be requested online for maximum efficiency. Please log into your account and view your orders. Next to each shipped order, there will be an option for "Return" within applicable return policy period . Click on it and follow the on-line steps. If you have a special request, please give us a call at (877) 289-3972.
4. I want credit but the RMA system only has option for replacement or warranty service. What is going on?
   You are past the 14 days allowable RMA credit period and a replacement or warranty service is your only option in this case.
5. Can I exchange my RMA for a different item?
   No, you can only get credit for the item if you are within the applicable return and a 15% restocking fee always apply. If the item is defective we will almost always replace it unless it has physical damage or is in other ways unfit for resale (exceptions are monitor, software, and some other products which cannot be handled by us and must go back to the manufacturer.)
6. Does EXcaliberPC.com pay the return shipping cost of defective items?
   EXcaliberPC.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 EXcaliberPC.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 could however expect the return to be as hassle free as possible when you buy from EXcaliberPC.com.
7. When and why are restocking fees applied? How much is deducted when a return is subject to a restocking fee?
   Restocking fee is 15% on all returns for refund (RMA Refund). We apply this 15% restocking fee for all returns for refund to encourage customers to purchase products they intend to keep. We offer RMA Replacement without any restocking fee to support customers who have received a defective product. EXcaliberPC.com does not support attempts to profit from price fluctuations.
8. Will EXcaliberPC.com cross-ship replacement merchandise?
   Cross shipping is not available, if an item is reported as DOA within thirty (30) days of invoice, we will charge for a new item being sent out and credit your account once we receive the RMA item.
9. Is it necessary to return each individual accessory when I send in a return? What should I include with my RMA?
   Yes. It is very important customers return all original equipment, components, manuals, cables, documents and packaging (Original box must be kept in good condition) with your item in order for EXcaliberPC.com to process your RMA. EXcaliberPC.com cannot process RMA returns that are incomplete; incomplete RMAs will be notified and returned to you.