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.
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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.
- Purchasers agree to this industry-practice restocking fee at the time of purchase and it will not be waived for any reason.
- All new system orders cancelled after production has begun are subject to a 20% restocking fee.
- All new systems that have shipped are also subject to the 20% restocking fee, regardless whether the system arrives in perfect working order or in need of repair.
- If delivery of new system is refused and the shipper returns the system to Velocity Micro, the refund will be processed less the 20% restocking fee, and less the return shipping cost.
- The customer accepts the responsibility for return shipping for any merchandise returned for 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.
- Velocity Micro is not responsible for any damages caused by either internal or external equipment, shorted connections or components not installed by or purchased from Velocity Micro.
- Velocity Micro is not responsible for damages to any components or loss of any data inadvertently caused by products, under normal or abnormal use, including those purchased from Velocity Micro.
- Velocity Micro will not replace, repair or refund any purchase if an item's serial number does not match what was originally sold.
- There are absolutely no refunds for custom work (i.e custom paint, special order chassis, custom cutouts).
- Velocity Micro will be not be responsible for shipping to Velocity Micro for systems or parts returned for refund.
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:
- Specialized/Branded Peripherals such as Keyboards, Mice, Monitors, or Speakers are RMA'd through the component manufacturer (i.e. Logitec, Razor, Asus, etc).
- Add On Software such as MS Office or other which is serialized and requires activation.
- Any specialized or custom ordered component or item denoted with an asterisk (*) on a wizard page.
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:
- 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.
- 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.
What are Velocity Micro RMA Parts Service Conditions?
- The customer must have current warranty coverage.
- Velocity Micro's Technical Support must deem the part replacement necessary and feasible based on remote troubleshooting conducted with customer.
- The customer must not currently owe Velocity Micro the return of previously replaced parts from past RMA service.
- The customer is required to provide a valid credit card to secure advance replacement of part.
- If the customer can not provide credit card for advance replacement the original part must be shipped to Velocity Micro before the replacement part is shipped.Velocity Micro will ship the customer the part(s) needed to repair the system and a return label for the original part if required.
- Velocity Micro will ship the customer the part(s) needed to repair the system and a return label for the original part if required.
- The original part(s) which were repaired or replaced must be received back at Velocity Micro’s designated location within 14 days or the customer will be charged for the part(s).
- The RMA # (Return to Manufacturer Authorization) must be written on two or more sides of the shipping box.
Exclusions
- RMA service is within continental United States. Customers are responsible for all international duty fees and shipping costs for international shipments
- Due to the complex nature of some computer problems, some system failures cannot be diagnosed by telephone and require the product be returned to Velocity Micro’s facility for further diagnosis and repairs. In addition, the replacement of liquid cooling systems (or the motherboard or power supply of such systems), some power supplies, some motherboards, and all CPUs will typically require a depot repair regardless of whether or not the customer purchased onsite service.
- Under no circumstance can Velocity Micro dispatch a field technician for on-site diagnosis prior to shipping an RMA replacement.
- Velocity Micro claims no responsibility for any lost or missing data on a customer’s computer. The customer is solely responsible to back-up all data files to an external medium prior to service.
- Specialized/Branded Peripherals such as Keyboards, Mice, Monitors, or Speakers are RMA'd through the component manufacturer (i.e. Logitec, Razor, Asus, etc).
Please contact support@velocitymicro.com with any additional questions.