Xotic PC has compiled this info so that you may be more familiar with our business. If you have any questions please Contact Us for more information... What makes Xotic PC Different? How long will it take to ship my order? Do you ship to APO, FPO, DPO, or international destinations? What are the different Phases my order goes through and what do they mean? Can I use multiple discounts or coupon codes on an order? Does Xotic PC offer Student or Military Discounts? Does Xotic PC offer Price Protection? Does Xotic PC offer discounts when purchasing 2 or more laptops? How long does it take to process an order? How do I make changes to my order? How do I cancel an order/item? My order never arrived or my accessories haven't been delivered. How do I return my product or get an RMA Number? How do I get Technical Support? When will I get my tracking number? Do you accept International Orders and how is the warranty handled? What are my payment choices? Do I have to pay sales tax? Do you charge for back ordered/pre ordered items / What is a Pre Order? Do I have to Pay Duties/Taxes on shipments shipping outside of the US? Benefits of an Extended Warranty Plan & How long can I purchase the Warranty? How do I request a Repair? When does coverage begin? How Secure is your Website? What makes Xotic PC Different? Since our founding in 1999, Xotic PC LLC. has become one of the nation´s largest SIs (System Integrator) and has relationships with all of the top computer component and software companies in the world including Intel, AMD, nVIDIA, ATI, Microsoft, and many more. At Xotic PC, we build some of the most highly regarded computing solutions in the industry for demanding customers who need the highest performance machines with the most reliable components. Xotic PC is also highly regarded for our excellent customer service and technical support quality. In addition to quality products, customer service is among our highest priorities. Our philosophy is to extend ourselves indefinitely to our customers in providing for their every need. We will never compromise our efforts to provide the "best overall value" for our customers. It is through our dedication to excellence that we bring you www.XoticPC.com, your trusted source for high quality and reliable PCs. With multiple logistics centers nationwide and over fourteen years of experience in the industry, Xotic PC is your best choice for all of the latest high-performance computing solutions. This website features up-to-date technology information, money-saving promotions and the highest quality products for the lowest prices possible. If you would like to read what our customers have to say about us click here. How long will it take to ship my order? Laptop Orders Ship on average in 3-7 Business Days from processing Desktop Computer Orders Ship in 4-9 Business Days from processing Server Orders Ship in 7-9 Business Days from processing Processing/Production time (the time between ordering a product and that product leaving our warehouse) depends on stock availability. Orders begin processing within 1 business day from the time they are received. Please do not count weekends or holidays as business days for processing time. Processing/Production Time + Shipping Method = Total Delivery Time Please read these explanations of shipping times according to stock availability: We do not ship on Saturday, Sunday or holidays. Please allow an additional 24 to 48 hours for weekend orders. For quicker delivery, we ship each item as soon as it is ready, so don't be concerned if your order arrives in separate shipments. To save you money, we calculate shipping charges as if your order shipped all together. Accessories are usually shipped from an alternate location. Do you ship to APO, FPO, DPO, or international destinations? We ship to countries all over the world and to APO, FPO, & DPO destinations every day. If you would like to request a shipping quote, or have questions regarding shipping, please contact us directly at: sales@xoticpc.com Note: According to a newly-instated USPS policy, shipments containing lithium batteries cannot be sent to international locations via USPS. If USPS is the required shipping method to your location (military locations), we can ship your laptop and AC Adapter to you; however, we cannot include the battery with this shipment. If you would like to proceed with this option, the battery will require a separate shipment to a continental U.S. location via UPS ground ($13.00). If you would like to proceed with this option, please confirm and provide the name and U.S. address to which you would like the battery shipped. For international locations that have the option of shipping UPS (International customers), it is recommended that your laptop and battery be shipped together via UPS (to avoid any shipping complications with USPS). UPS International shipments are normally slightly higher in price; however, the added security and ability to ship without complications with UPS makes UPS the recommended shipping agency. Please confirm that you would like to change your shipping option to UPS, and a quote will be provided. If you do not wish to change your shipping option, you must provide a separate name/address for a separate U.S. shipment for the battery (UPS charge of $13.00 for the separate battery shipment). Sager production facility will no longer be shipping to any USPS locations, if you have ordered a Sager model and your order is to be shipped via USPS, the order must first be shipped to Xotic PC Nebraska facility. The order can be shipped to the NE facility via whichever method you select: UPS Ground: $28 UPS 3-day: $44 UPS 2-day: $64 UPS Overnight: $94 What are the different Phases my order goes through and what do they mean? When ordering your laptop please keep in mind the time it takes to build and deliver your quality laptop to you. We understand it is easy to get excited about your new laptop coming, nothing wrong with that. Please take into account various factors such as additional work like skinning or painting (if purchased), additional testing (if having the laptop shipped from production to Xotic PC and then to you) and parts availability (various parts can be delayed by the manufacturer). When ordering any new technology, video card or new model, etc. please be aware of possible delays due to set-backs from the manufactures of said items (which delays availability from vendors to Xotic PC). This means Xotic PC must delay orders due to availability. Xotic PC will keep you updated to any delays as information becomes available. The following is the usual time frame Xotic PC works very hard to stay within. Keep in mind variables such as method of payment, method of shipping, etc. Please note that all times are estimates: Phase #1 Order Confirmation All checks (Bank, Business/Company, personal) & Money Orders must clear before orders are shipped. (Clearing time can take up to 2 weeks from when deposited) PayPal eCheck payments require 3-4 business days to clear PayPal's system. Regular PayPal payments are instant and no clearing time is needed. Wire Transfer/EFT Payments. Detailed instructions will be sent to you by email once the order is received and our rebate is applied. (You may also email service@xoticpc.com for wire information) Credit Cards are instant forms of payment and there will be no delays (as long as our standard terms are followed with address information on your card.) More info here **Build/Production does not begin until funds have cleared.** Phase #2 (Sent for Custom Building / Testing / Burn In & Final QA) Your order is in our production department and completing custom building, testing, burn in and QA. Orders moved into production after 1PM CST will start production the following business day. Phase #3 (Sent to Custom Painting / Skinning Department) For custom painting we will send you a proof of your design or artwork selected. For custom skinning please email us your image or selection from our gallery. **If you choose to have Custom Painting please add 9-16 business days from final approval of artwork and for Custom Skinning please add 3-7 additional business days on top of the production time. Phase #4 Order Shipped You will be provided with a tracking # so that you are able to now track your order. Can I use multiple discounts or coupon codes on an order? Customers are welcome to pick which coupon will save them the most. Customers may use our cash discount in combination with other sales promotions offered. When using other discounts/promotions with our cash discount, the cash discount is 2%. Outside of this Xotic PC allows one coupon/discount per order. For more information on qualified payment methods for use with our cash discount please go to our payment information page here. Any discounts outside of our cash discount cannot be combined with a price match. Coupon codes are offered on select models and only available on models they are directly advertised on. Does Xotic PC offer Student or Military Discounts? Xotic PC provides both student and military discounts. To qualify for these discounts you must be active in the Military or an active Student. After order processing Xotic PC will request either a copy of your Military ID or Student ID for verification (other means can be used to verify your student or military association). To utilize a student or military discount please enter "student" or "military" in our coupon box in our checkout system. If you have any questions please email sales@xoticpc.com **Student discount only applicable during designated promotional period. **Military discounts apply to select models listed on our website. Does Xotic PC offer Price Protection? Our industry is volatile and we witness increases or decreases in parts pricing nearly every day. Xotic PC Guarantees its pricing up until the day the order ships from the production facility. (If it is a Sager model we guarantee pricing up until the day it ships from the Sager Facility) *Price-drop request must be received prior to the shipment processing. Does Xotic PC offer discounts when purchasing 2 or more laptops? Xotic PC is one of the only companies to offer special bundling discounts if you purchase 2 or more laptops. This is a great offer for any business, but applies to every customer on every laptop. No matter which laptops you are looking for and no matter what quantity you´re requesting, speak with your sales associate and ask them about our bundling package deals that are currently available. If you would like to request a bundling discount if you´re planning to purchase 2 or more laptops, request a quote from a sales associate by e-mail us at: sales@xoticpc.com. How long does it take to process an order? Most orders are processed within 24 hours of your order being submitted. After an order is produced is goes through production and testing and onto shipment. In the event USPS is chosen, there can be a minimal delay with this shipping method due to us having to manually take USPS packages to the Post Office for processing. Xotic PC has a Daily UPS pick up and typically ship out faster than USPS. How do I make changes to my order? Xotic PC welcomes changes to existing orders. Order changes take 2 to 4 business days complete. Order Changes could become incomplete if shipment takes place during the processing time of the changes. If you would like to make changes to your order, please fill out our change order form by clicking here. How do I cancel an order/item? If you would like to cancel your order or an item from your order, please click here and fill out our cancel order form. My order never arrived or my accessories haven't been delivered. If your shipment never arrived, please double check the tracking information. If you seek further assistance, please email service@xoticpc.com. Accessories often ship from an alternate location via UPS Ground Service. You will receive two tracking #'s for orders with accessories. How do I return my product or get an RMA Number? All RMA Numbers are issued by our customer support department. Click Here to request an RMA number, return a product or computer for a refund or exchange, or request technical support. How do I get Technical Support? Please contact Xotic PC at one of our Technical Support #'s on our Contact Us Page. Please email service@xoticpc.com outside business hours or consult our website for more information. When will I get my tracking number? Tracking numbers are updated either the evening of or morning following shipment. You will get a tracking number you can use to track the package through UPS, FED EX or USPS (package #). Do you accept International Orders and how is the warranty handled? Xotic PC gladly accepts International Orders. For any International Order (Outside of US/Canada/PR/GU) we require payment via Bank Wire, Check or Money Order. For any Warranty the customer is responsible for shipping both ways to our service center in the US. Xotic PC provides International Shipping via UPS and USPS. UPS is our recommended option for International Customers. USPS provides slower transit times and if the package is lost or damaged the USPS claim process can take much more time then UPS. What are my payment choices? Please see acceptable payment methods below or you can view more information on our payment information page here. Credit Cards: We accept US/Canada Visa, MasterCard, American Express and Discover credit cards Please be sure to provide your exact billing address and telephone number--the address and phone number your credit card company has on file for you. Incorrect information may cause a delay in processing your order. We never bill for credit card service fees. You can be confident that your personal and account information is secure. We employ the latest encryption technology in all parts of our site that require any personal information. Bank Wire Transfers, Checks & Money Orders: We accept bank wire transfers, personal checks, company checks, cashier's checks and money orders. Simply place an online order, then mail your check or money order with a printed copy of your order confirmation page to: Xotic PC 4000 Lowell Circle Lincoln, NE 68502 Attn: Accounts Receivable Please write your order number or auction number on the check. We process your order after we receive your money order or cashier's check. For personal and company checks, we process your order after the funds clear. Please allow 10-15 banking days after receipt for clearance of funds before the order is processed. We cannot guarantee the availability of a product by the time payment is received and funds clear. Do I have to pay sales tax? We charge sales tax for orders shipped within Nebraska. Sales tax is automatically computed on product(s) costs. To see the total sales tax charged on your order, click on the checkout button underneath your mini-shopping cart on the left of the page. For Sager Orders where the customer resides in California, Xotic PC will cover the added shipping expense to have your machine sent into our Nebraska facility to avoid California Taxes (by default). If a customer prefers to pay the California Tax, this can be set up by request. Do you charge for back ordered/pre ordered items/What is a Pre Order? By default we will not charge for a back ordered item. We will charge once the item is in stock and available. Special requests can be made by emailing service@xoticpc.com. A Pre Order is an order for an item that has not been released. A Pre Order is placed to reserve your spot in line once the manufacturer releases these items and starts shipping. This secures your order and ensures you receive one of these highly anticipated items as soon as possible. Do I have to Pay Duties/Taxes on shipments shipping outside of the US? All International Customers (including Canada) will have to pay Taxes/Duties upon receipt of their package. These charges are not charged by Xotic PC. They are charged by the shipping carrier at the time of delivery. To find out more information or receive an estimate on the taxes/duties due please contact UPS at 1-800-782-7892. Customers can avoid UPS's brokerage fees by selecting the UPS Express shipping option in our checkout system. In addition to taxes, Brokerage fee's are approximately $80 that can be avoided with the UPS Express shipping option. Benefits of an Extended Warranty Plan & How long can I purchase the Warranty? Sometimes trying to communicate with manufacturers can be difficult, and finding a quality service center isn't easy either. Extended Warranty Plans do all the legwork for you. For 1, 2, or 3 years beyond the manufacturer's warranty we will repair/replace your defective product and return the repaired item to you. You'll be able to request a repair through our Technical support. Our Extended Warranty Plans can be purchased up to 90 Days from Ship Date. Any Accidental Warranty cannot be added, unless it is shipped to Xotic PC for inspection first. How do I request a Repair? When you purchase an Extended Warranty you can call our technical support group and request a Return Merchandise Authorization (RMA) number. Once you have set up your RMA, then ship the product back to us and we will take over from there. It's that easy! When the repair is completed the unit will once again be shipped via UPS ground to you. All charges for shipping, packaging and insurance (to you) are covered by your Warranty Plan. However, you are responsible for all shipping charges to ship the defective product to us unless specified otherwise. It is strongly recommended before sending in a laptop for repair to back up your personal data. When does coverage begin? If purchased in conjunction with new computer hardware, your Warranty Plan begins immediately. Any problems relating to defective exchanges or returns that arise during the return/exchange time period will be in accordance with such policies. Security We promise that your information is secure. We promise to protect your personal information. Any page that asks you for personal information is highly secure. Our secure servers protect your information using advanced encryption and firewall technology throughout the ordering process. Most browsers will show a lock icon in the bottom status bar on secure pages. Look for this icon on any web page that asks for your personal information. To further ensure your security, we use state-of-the-art SSL (Secure Sockets Layer) encryption to protect your personal information from unauthorized use. 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