Shipping Support

Velocity Micro's award winning Customer Care, the premier source for information on your Velocity Micro PC. To help answer your questions and address support issues, our team of experts have compiled this library of walk-throughs, downloads, and FAQs. This information is updated, expanded, and refined on a daily basis to ensure you have the very latest information available.

Click here to download the Velocity Micro User Guide

How long will it take to receive my new system?

Lead times for all Velocity Micro systems are listed on each configurator page. The time displayed is an estimate of how long it will take for one of our technicians to build and fully test your system. After the lead time, add the following lengths of time for each shipping option:

UPS

Next Business day Delivery typically by 3:00 p.m. UPS Next Day Air
2 Business Days Delivery typically by end of day UPS 2nd Day Air
3 Business Days Delivery by end of day UPS 3 Day Select
1-5 Business Days Delivery based on distance to destination
View U.S. Ground Maps
UPS Ground

Please note that monitors and speakers are shipped in separate boxes which may arrive separately from the system itself. Please make sure you receive all the necessary boxes. Some parts may carry extra lead times with them due to stock issues. We clearly mark these items, so please be aware of them when placing an order.

The ship date you received when you ordered your PC is our best shipping estimate. Due to the many factors that come to play during our build process, we are not able to guarantee these dates. This estimate is generally 5-28 days from the order date and is initially generated based on current and expected component lead times. If the estimated ship date has passed, you can check the Order Status Page for insight on where your system is in the build process, or call the sales line (804-419-0900 opt1) for an in depth update.

I received a new Velocity Micro system which appears to have been damaged during shipment. Whom do I contact?

Please submit a support ticket and a Customer Care representative will assist you.

Where and how does Velocity Micro ship new systems?

Velocity Micro ships via UPS to locations all over the world. Standard shipping covers the lower 48 states with a delivery window of 1-5 days following shipment. Expedited and International shipping options are also available.

All products are shipped from our Richmond, Virginia location.

Will I get my new system all in one shipment?

Monitors, speakers, and other peripherals may be shipped separately from the computer and may arrive on different days.

What is Velocity Micro's Return Policy?

Velocity Micro offers a 30 day money back guarantee on all of our systems purchased directly from Velocity Micro. You can return the system for any reason if not completely satisfied within the first 30 days of ownership. You must contact us before you attempt to the return product(s) to obtain a Return Merchandise Authorization Number (RMA) for you to include with your return. Returns are not possible after this period.

All systems purchased are subject to a 20% Restocking Fee if returned for a refund.

All returned merchandise must be accompanied by its original packaging, accessories and manuals. You must contact Velocity Micro customer support for an RMA# prior to return of merchandise. Defective merchandise will be replaced with a like item, upon return of the defective merchandise.

Warranty only applies to systems sold directly by Velocity Micro or an authorized dealer. 30-Day money back guarantee only applies to systems sold directly by Velocity Micro.

EXCLUSIONS: There is no return for refund for any of the following:

How long does it usually take for a RMA part to be sent?

Once a Support Technician has done the necessary troubleshooting with the system to warrant a diagnosis requiring an RMA part, an RMA request is then submitted. These requests are reviewed by a supervisor who will either:

  1. Approve and send off the RMA request to be processed for shipping.
    • Approved RMA's are processed and shipped 48-72* hours after the request is approved.
    • All RMA parts are shipped via UPS ground. Customers may pay the difference between ground shipping and an expedited shipping method.
  2. Determine more information or troubleshooting is necessary.
    • Original technician will be in contact with the customer to retrieve any additional information necessary to complete the RMA request.

*Delays in this process may include, but are not limited to:

  • Inventory assessment
  • Extended shipping queue
  • Inclement Weather
  • Holidays

Internal processing may take 48-72 hours after which time it is slated for shipping via UPS ground. All RMA's ship via UPS ground only, unless upgraded shipping is purchased by the customer at the time of submitting the RMA request. Refer to the image below for estimated Ground shipping times from Richmond, Virginia.

UPS map

What are Velocity Micro RMA Parts Service Conditions?

Exclusions

Please contact support@velocitymicro.com with any additional questions.