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FAQ

Questions about ordering

  •  Can I place an order by phone, fax, or email?
    • Yes! To place your order by phone, fax, or email, click here to contact us.
  •  I placed an order, but I didn't see an order confirmation page. Was my order submitted?
    • If you placed an order but did not see an order confirmation page, our server probably still received your order. This happens when communication back to your PC is interrupted following your order submission. Contact us to ensure that your order was received.
  •  I accidentally placed a duplicate order. What should I do?
    • If you accidentally placed a duplicate order, we will cancel the order for you so long as the order has not yet been invoiced or shipped. Contact us as soon as possible to begin the cancellation process.
  •  Is this website secure? What security features are in place to safeguard my information?
    • Your security is our top priority. When you submit sensitive information via the website, your information is protected both online and offline. Information transmitted to us through the website is protected by the latest encryption protocols available. Click here to read our full security and privacy policy.
  •  How can I check the status of my order?
    • Information about your order is transmitted to you via email any time the status of your order changes, including when your order is received, shipped, or cancelled. When you receive a shipment notification, a tracking number will be provided to check the status of the shipment with the carrier. You may also check the status of your order online by logging into your EIO.COM account.
  •  Why did I receive a notification that my order has been cancelled?
    • If an order is placed but the credit card declined, or if the shipping address cannot be verified within three business days, your order will be cancelled. Click here to contact us about cancelled orders.
  •  Can I add, change, or remove items from my order after it has been submitted?
    • Once an order is submitted, items may be added, changed or removed only by an EIO.COM customer service representative. Once an order has been shipped, items may not be added, changed or removed. Click here to contact an EIO.COM customer service representative.
  •  When will my order be shipped?
    • All orders are subject to our handling times indicated on a per-product basis, which is 1-2 business days for most products. Orders placed using Expedited or Express shipping methods may be prioritized but are not exempt from our stated handling times. Orders containing multiple products are subject to the handling time of the product with the greatest handling time.
  •  Can I reactivate an order that has been previously voided or cancelled?
    • No. Once an order has been voided or cancelled, it cannot be reactivated.
  •  How do I take advantage of a manufacturer mail-in rebate through EIO.COM?
    • For your convenience, EIO.COM advertises current Manufacturer rebates on our website. Manufacturer mail-in rebate offers are fulfilled by the manufacturer exclusively. The prices on our website do not include rebate savings. Use of these rebates is limited to any terms or conditions provided by the manufacturer. If you have any questions regarding a rebate's terms & conditions and/or how to redeem the rebate, please contact the manufacturer directly.
  •  What should I do if an item is missing from my order?
    • If an item is missing from your order, first verify that you have received a package for each tracking number that was provided in your shipment confirmation. If all boxes have been delivered but you're still missing an item, click here to contact us for additional assistance.
  •  How do I make changes to my stored shipping address, billing information, or other personal information?
    • To make changes to your EIO.COM account, log in to your account from the navigation bar at the top of the page. Once logged in, from your Account Dashboard you may update your information including saved addresses, newsletter subscriptions, and more.
  •  Does EIO.COM sell or release my personal information?
    • EIO.COM respects your privacy. We will not sell or release your information to anyone without your consent. Click here to read our full privacy policy.
  •  Can I request a paper catalog?
    • No, we currently do not offer a paper catalog.
  •  Can I order an item that is currently out of stock?
    • Yes, you may back order certain items even when they are sold out or out of stock. You will not be charged for the product or products until they are in stock and have been shipped. You may cancel a back order at any time prior to the product or products being shipped.
  •  How do I use the shopping cart?
    • When you have found a product that you would like to purchase, select the desired quantity and click "add to cart" to add the item to your shopping cart. You will be given the opportunity to continue shopping and add additional items to your cart. When you are finished shopping, click "proceed to checkout" to begin our secure checkout process.
  •  Do you offer a price match guarantee?
    • If the price of a product that you have purchased has dropped and the product has not yet been shipped, you may request a refund for the difference by contacting a customer service representative. Once a product has been shipped, we do not offer any price matching. Price matching is valid only on prices advertised on EIO.COM; we do not offer price matching to other online retailers.

     

     

Questions about payments

  •  Why must EIO.COM verify my shipping address?
    • For fraud prevention purposes, if your billing and shipping addresses are different we must verify your shipping address prior to releasing your order.
  •  What payment methods do you accept?
    • We accept all major credit cards including Visa, MasterCard, Discover, and American Express. Additionally, we accept payment by Company Check, Personal Check, Cashier's Check, or Money Order (orders paid by check or money order take longer to process because they must first be cleared by your bank or financial institution). Payment can also be made by Wire Transfer (a $15 service fee is applied to all orders paid by Wire Transfer).
  •  Is this website secure? What security features are in place to safeguard my information?
    • Your security is our top priority. When you submit sensitive information via the website, your information is protected both online and offline. Information transmitted to us through the website is protected by the latest encryption protocols available. Click here to read our full security and privacy policy.
  •  Do you accept purchase orders?
    • EIO.COM accepts purchase orders from EIO Resellers with established credit history only. Click here to become an EIO Reseller.
  •  Why was my credit/debit card declined?
    • In addition to having insufficient funds, credit/debit cards may be declined due to incorrect credit card verification (CCV) number, incorrect expiration date, transaction limits imposed by your bank/financial institution, or for other reasons. If your card is declined for an unknown reason, contact your bank or financial institution for more information.
  •  Can I pay for my order using check or a money order?
    • You can place an order and pay by Pre-paid Company Check, Personal Check, Cashier's Check or Money Order by selecting the desired payment method during the checkout process. You will be provided information during checkout on how and where to send your payment. Payment must be received within 7 business days of when the order is placed or the order will be cancelled.

     

     

Questions about products

  •  What is the standard return policy for EIO.COM products?
    • Most products ordered from EIO.COM may be returned within 15 days of receipt for refund or replacement with a valid Return Merchandise Authorization form. Some items sold on EIO.COM are subject to different or additional policies or requirements. Click here to view our complete returns policy.
  •  Does EIO.COM offer a money-back guarantee?
    • EIO.COM allows most products to be returned for refund within 15 days of receipt. A restocking fee will apply to all refunds of non-defective products. Click here to view our complete refunds policy.
  •  Do you offer assembly services for kits and "requires assembly" products that I purchase?
    • Unfortunately, EIO.COM does not assemble, build or test kits and "requires assembly" products.
  •  Do you offer assembly services for computer components that I purchase?
    • Unfortunately, EIO.COM does not assemble computers from components that you purchase.
  •  Can EIO.COM advise me of whether the components that I am purchasing are compatible?
    • While our knowledgeable customer service representatives can provide limited usage information and technical support about our products, we cannot provide compatibility information of the various products that we offer. We urge our customers to contact the manufacturer of an item directly for the most accurate and updated compatibility information.
  •  The price of an item I purchased has dropped. Is it possible to receive a refund of the difference?
    • If the price of a product that you have purchased has dropped and the product has not yet been shipped, you may request a refund for the difference by contacting a customer service representative. Once a product has been shipped, we do not offer any price matching. Price matching is valid only on prices advertised on EIO.COM; we do not offer price matching to other online retailers.
  •  Do you provide contact information for the manufacturers whose products you carry?
    • Yes! Click here to view a list of our manufacturers and their online resources.
  •  What are the differences between the Retail and OEM versions of a product?
    • Retail products are typically in sealed packaging and will include any accessories, software, or other bundled items that are packaged for sale by the manufacturer. OEM (Original Equipment Manufacturer) products are typically not in sealed packaging and may be in generic or bulk packaging. OEM products typically do not include any accessories, software, or any other bundled items that are packaged for sale by the manufacturer.
  •  Can customer service representatives physically obtain a product and photograph or describe it to me?
    • Unfortunately, no. Our customer service representatives have no access to products and cannot physically obtain products to photograph or describe them. However, we have comprehensive product information available for the products that we carry and are happy to provide what assistance we are able to offer should you have any product-related questions.
  •  Where can I find pricing, stock, and shipping information for a product?
    • Pricing and stock information is available on every product detail page on EIO.COM. To estimate shipping costs for products you would like to purchase, simply add the productsto your shopping cart and click "Get Estimate" under "Estimated Shipping and Handling." You are under no obligation to purchase the products - simply remove them if you change your mind.
  •  Does EIO.COM provide technical support or advice?
    • While our knowledgeable customer service representatives can provide limited usage information and technical support about our products, we cannot provide compatibility information, advanced technical support or troubleshooting assistance for the various products that we offer. Please contact the manufacturer of a product directly for accurate answers to your technical questions.
  •  The advertised price of a product is significantly lower than it appears on the site. How can I purchase the product at the advertised price?
    • Prices and availability of products are subject to change without notice. Errors will be corrected when and where discovered, but EIO.COM reserves the right to refuse any order, revoke any published offer and correct any errors or inaccuracies, including those discovered subsequent to the submission of an order, and whether or not your credit card has been charged. If your credit card has been charged for the purchase and your order is cancelled, EIO.COM will issue a credit to your credit card account in the amount of the charge. Please note that the policies of your credit card issuer will determine when this amount is credited to your account. EIO.COM does not warrant or make any representation about the substance, quality, functionality, accuracy, fitness for a particular purpose, merchantability or any other representation about any third party site or its contents.

     

     

Questions about returns

  •  Is a Return Merchandise Authorization (RMA) number mandatory to return a product?
    • Yes. All returns must be accompanied by a valid RMA number. RMA numbers must be obtained within the applicable return policy period on a per-product basis. Returns without an RMA number cannot be accepted and will be returned at the sender's expense. RMA numbers cannot be extended or reissued and should be prominently displayed both inside and outside the return package to ensure timely processing of your return.
  •  How do I obtain a Return Merchandise Authorization (RMA) number?
    • RMA numbers are issued by our customer service representatives on a per-product basis. Click here to contact a customer service representative.
  •  What address should I send my return to?
    • To expedite the processing of a return, a returned product may be sent to a returns facility other than where the shipment originated, or directly to the manufacturer. Return shipping information will be provided by a customer service representative on a case-by-case basis.
  •  May I exchange a returned product for a different product?
    • Products may be returned for refund or replacement only. If you would like to receive a different product, you must return the original product for refund and place a new order for the different product.
  •  How long after I return a product will it take to receive a refund?
    • Once a return has been received, the return is typically processed and a refund issued to the original payment method within 3 business days. Depending on your bank or financial institution, refunds may take anywhere from 1 business day to a complete billing cycle to be reflected on your statement - contact your bank or financial institution for details.
  •  How long does it take to process a return?
    • Not including shipping, returns are typically processed within 3 business days. In some cases, products may require additional processing time. Click here to view our complete returns policy.
  •  What needs to be included with my return product?
    • Unless expressly indicated by a customer service representative, all returns must include all original equipment, components, manuals, cables, documents, hardware, and packaging. Returns that are in any way incomplete may be subject to an additional restocking fee up to 100% of the product's original purchase price.
  •  When and why are restocking fees applied? How much is deducted when a return is subject to a restocking fee?
    • Restocking fees are applied to products returned to EIO.COM for reasons other than defect or shipping error. Restocking fees are typically 25% of the product's original purchase price, however some products are subject to different restocking fees. Click here to view our complete returns policy.
  •  Do I have to pay the return shipping cost for my return?
    • Except for verified defective products, any return shipping charges must be prepaid by the sender. COD shipments cannot be accepted and will be returned at the sender's expense.
  •  Will you cross-ship replacement products?
    • All returns must be processed by our returns department prior to a replacement being shipped. If you require an immediate replacement for your product, you may purchase an identical item from our website and return the original item for refund rather than replacement.
  •  What if a product that I returned for replacement is back ordered or no longer available?
    • If a product that you return is back ordered or no longer available, we will notify you immediately and offer possible resolutions on a case-by-case basis.
  •  I received an email indicating that the serial number of the item I returned does not match the serial number of the product I originally purchased from EIO.COM. What should I do?
    • In some instances, customers may inadvertently return products that were not purchased from EIO.COM. In such a case, the item will be returned to you with a request to send the correct product. Click here to view our complete returns policy.

     

     

Questions about shipping

  •  How can I track the status of my order?
    • You can check the status of an EIO.COM order from your EIO.COM member account. In your account, you can check the status of your recent orders, find tracking information for packages in transit, and view other order-related information.
  •  Where can I find my tracking number?
    • There are several ways to find tracking information for an order placed on EIO.COM. If you are an EIO.COM member, sign in to your member account to view your recent orders, tracking information, and view other order-related information. If you completed your purchase on EIO.COM as a guest, order status updates will be sent to the email address used during checkout; when your order has been shipped, you will receive an email notification that includes tracking information.
  •  My tracking number is not working. What should I do?
    • When an order is shipped and a tracking number generated, live tracking information is usually available within several hours. However, in some instances it may take up to 48 hours for live tracking information to be available. If you have been provided a tracking number but there is no live tracking information available, please allow up to 48 hours for information to be available. If you continue to experience problems when using your tracking number after 48 hours, click here to contact a customer service representative.
  •  The carrier has my package but it has not yet been delivered. Why?
    • Because there are so many different reasons for delays with the delivery of a product, please contact the carrier directly for the most detailed information about the status of your package.
  •  Why did I receive a notice on my door about my shipment?
    • A notice or "door tag" is to provide you with more information about a recent delivery or delivery attempt. The notice may include information about where your package was left (for example, a back porch, garage, etc.), or notify you that a delivery was attempted but not completed.
  •  I received a notice that my package could not be delivered. Will additional delivery attempts be made?
    • Yes. Most carriers typically make up to 3 attempts to deliver your package. In the event that delivery cannot be made during the third attempt, the package may be held by the carrier at a local distribution center for pickup, or returned to us as undeliverable.
  •  When will a second or third delivery attempt be made for my package?
    • If a package cannot be delivered in the first delivery attempt, the carrier will typically make the next delivery attempt the following business day. Check your notice or door tag provided by the delivery driver for detailed information about when the next delivery attempt will be made.
  •  I will not be able to receive my package(s) when the carrier returns. What are my options?
    • If you are not able to receive your package during any of the carrier's delivery attempts, there are several options to receive your product. If you received a notice or door tag during an attempted delivery, you may be able to sign the notice to authorize the carrier to leave your package at your residence. In some cases, your notice or door tag may have information about how to request delivery at an alternate address, or to request that the package be held at a local distribution center for pickup. Contact the carrier directly for full details and additional information.
  •  Can EIO.COM request that the carrier hold my package or deliver my package to an alternate address?
    • To prevent fraud, EIO.COM will not authorize any carrier to hold a package for pickup at a local distribution facility. Similarly, EIO.COM will not authorize any carrier to re-route a package in transit to an address other than the address specified at the time of purchase.
  •  Why is my package being returned to sender as undeliverable?
    • A package will be returned to sender if there is a problem with the shipping address as provided, or if a package cannot be delivered after 3 delivery attempts. If your package is returned as undeliverable, you may request that the item be reshipped; however, you are responsible for any additional shipping charges or fees. If we cannot contact you to arrange reshipment, the order will be considered “Returned” and processed in accordance with our Returns Policy.
  •  Does EIO.COM ship internationally?
    • Yes! EIO.COM ships to most countries outside the United States of America.
  •  My order was tampered with, damaged, or lost while in transit. What can I do?
    • If your order was tampered with or damaged while in transit, please contact us within 3 business days of delivery. If your order was lost while in transit, please contact us within 7 business days of not receiving your order.
  •  Does EIO.COM ship to APO/FPO addresses?
    • Yes! EIO.COM can ship to any APO/FPO address.
  •  Are orders placed with Expedited or Express shipping services shipped the same day as the order is placed?
    • Orders placed on EIO.COM using Expedited or Express shipping methods may be prioritized but are not exempt from our stated handling times. Click here for more information about handling times.