Please note, orders totaling over $2000 cannot be placed online and must be done over the phone with an eStore team member. Please call 510-791-3705 for more information.

Do you have a question on how to navigate the ASUS eStore, placing an order, shipping, or a return? Please take a look at a few of our frequently asked questions below, you may find the solution. If not, don't worry; you can reach an eStore team member by utilizing the Contact Us section of our site and we will do our best to help find a solution to your eStore problem.
 

Orders

1. How long does it take to process my order?

Orders are processed Monday through Friday during normal business hours and will not be processed during weekends and/or holidays.

Please keep in mind, regardless of product or shipping option, all orders require 1-2 business days prior to shipment.

Orders over $300.00 are subject to verification and contacted by phone / email to confirm order prior to processing order for shipment.

2. My transaction was not approved, how can I place an order?

You may call an eStore team member to help you determine the reason your order was not accepted. You will be required to log back into your account and start over.

3. My transaction was declined due to an AVS mismatch, but I still see charges on my card?

When the Address Verification Service (AVS) declines your transaction, the payment is voided but the authorization will remain. The amount will be held on your card and will remain until the hold expires. This time period will vary depending on your credit card company or issuing bank (Please contact your credit card company for the pre-determined hold time).

4. How do I check the status of my order?

You will receive an automated email from us with your tracking number once your order is shipped, but to check on the latest status of your order, you can log into your eStore account using the My Account link.

5. Can I purchase over the telephone?

No, eStore does not accept orders by phone or email; your order must be placed through the eStore website.

6. Can I place an order that is out of stock (Create a backorder)?

No, our site is not designed to allow back orders. The site will only allow you to place an order for products that are available. You may utilize the "notify me when in stock" feature instead.

Payment

1. How can I pay for my order?

• Visa
• Mastercard
• American Express

The following payment options are not accepted: Purchase Orders, Net Terms, Personal Check, Cashier's Check, Money Order, Electronic Funds Transfers, Pay Pal, and Discover. Due to address verification requirements, we are unable to accept payment with:

• International Credit Cards
• Pre-Paid Visa/MasterCard gift cards

Payment is never taken by telephone, email, or fax.

2. Does eStore charge sales tax?

Yes all orders shipped in California or Canada will be charged Sales tax. California sales tax is 9.75%. Canada sales tax will vary by location.

Shipping

1. Where do your orders ship from?

All US orders will ship from Fremont, CA. All Canada orders will ship from Markham, ON Canada.

2. Can I pick up my order?

eStore does not offer pick up service at either location at this time. This option will be implemented in the future.

3. I noticed that FedEx is the only shipping courier listed, can I request my package to ship using a different courier like UPS or USPS?

Although we do want to provide the best possible pricing, FedEx is the only option at this time.

4. Do you offer a FedEx weekend delivery service option?

Weekend delivery is not an available shipping option.

5. Do you ship internationally?

No, ASUS eStore is a branch of ASUS Computers North America Region and will not ship outside our service area. Please use the following link to find a closer service center to you: http://support.asus.com/contact/contact.aspx?no=339&SLanguage=en-us.

6. Can you ship to an APO or PO Box address?

Since all eStore orders are shipped with FedEx service, eStore can not ship to an APO or PO Box address.

7. I received a damaged part in my order, what do I do?

Please contact an eStore team member immediately with your order number. We will help reship the item as soon as possible. Do not throw away the original packing; your feedback will help us ensure proper packaging in the future.

8. My package was lost by FedEx, what do I do now?

Please contact an eStore team member immediately with your order number. ASUS will reship most items to you depending on price and availability. All lost packages will require a FedEx claim and can only be done by an eStore team member.

Returns

1. What is the eStore return policy?

ASUS eStore will provide a refund for eligible returns¹ that are requested within 14-calendar days² of the order date. Returns are subject to a restocking fee of up to 25% at ASUS eStore's sole discretion. All eligible refunds will be for merchandise total and applicable sales tax per original order (minus restocking fee). Shipping and handling fees are not eligible for refund. All eligible returns will be issued an RA (Return Authorization) number and RA form. Once RA# is issued, merchandise must be received at our ASUS facility as indicated on your RA form within 30-calender days. Any returns received 31-calender days or more will be returned (at customer's expense) and no longer eligible for return.

¹Select items are not eligible for return and will be marked as so (Ex: Software, driver disc, open/altered original packaging, and/or damaged items)

² ASUS Certified Refurbished Products are eligible for return within 21-calendar days of the order date and will be subject to a restocking fee equal to 25% of the purchase amount

2. What do I do if I receive a prodct that is Dead on Arrival (DOA) or I received the wrong product?

If a product is defective upon delivery please contact an ASUS eStore team member immediately to receive return instructions.

Warranty

1. Does eStore offer any type of warranty for the parts sold on your site?

ASUS eStore provides a 90-day limited warranty period from order date for the following products:

• Battery
• Power Supply
• AC Adapter
• Car Charger

If you need warranty service for any of the parts listed above, contact an eStore representative through the Contact Us page to obtain a Return Authorization (RA) number.

My Account

1. I cannot log in with the email/password I created? How do I log in?

You can request your password to be sent by clicking on the Forgot Password link. If this still does not work, please call in during normal business hours and we will help reset your password over the telephone.

2. How can I get the parts I need under my warranty free of charge?

To obtain parts under your ASUS manufacturer's warranty, your product must be sent in for service. ASUS eStore is an online store and do not provide parts free of charge based on your manufacturer's warranty.