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Frequently Asked Questions after Placing an Order


Frequently Asked Questions after Placing an Order


| FAQ-General | After Placing an order | After Receiving an Order | Customer Services |
| Tech Support | How to Place an Order | International Orders | APO&FPO | Walk-in |
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95% of the questions we receive through telephone calls and e-mails already have answers on our web site.

  • What's my order number?
  • How do I track my package?
  • May I change my order?
  • May I combine two orders to save shipping?
  • When will my order be shipped?
  • When will I receive my packages?
  • Why didn't I receive my e-mail confirmation for my order?
  • What's the status of my order, which I placed one week ago?
  • Somehow I placed duplicate orders. How do I cancel one of them?
  • Why there is no shipping charge showing on my order?
  • The shipping charge seems high

    What's my order number?

    Your order number is a numeric number and is shown in several ways. First it is shown on the online order confirmation immediately after you place your order. Second, it is shown in the Subject of your first order confirmation e-mail. Example: "order directron-1234567 from Directron.com" "1234567" is your order number. Third, your order number is also on the Subject of the second e-mail confirmation.

    We encourage customers to reference your order number whenever you contact us by e-mail or phone.

    For return merchandise authorization (RMA) requests, your new order number is your RMA number. You can track your RMA status the same way as you track your regular orders.

    How do I track my packages?

    If your package was shipped by UPS, you can track it easily with your order number on our web site. You can do this at several locations: Directron.com home page, Customer Service page, and Info & FAQ page. A UPS confirmation e-mail is sent to your e-mail address once a package is shipped. Alternatively, you can track your package at UPS's web site by the tracking number provided in the UPS e-mail confirmation.

    Please note: (1) UPS tracking will not work until the evening hours after a package is shipped. (2) Use only the numeric order number to track on Directron.com's web site. (3) Do not use the UPS tracking number on our web site. Instead, use it only on UPS' web site.

    If your package was shipped by FedEx, an e-mail with FedEx tracking number will be sent instantly for each package shipped. You can track your package using your order number on our site or using FedEx tracking number on FedEx's web site. We now provide pop-up links at our home page, Customer Service page, and Info & FAQ page to FedEx's tracking page.

    Limited tracking is now available for USPS shipments. An e-mail notification will be sent for each package shipped with USPS delivery confirmation number. You can use this number as a tracking number to track USPS packages on USPS' web site.

    Tracking may not work if the package was drop shipped directly from the manufacturers to the customers. This is especially true for items that are designated as "ds" in their title, such as printers, notebook batteries, and special memory modules.

    May I change my order?

    Yes, you can revise your order by sending an e-mail to change@directron.us if you placed the order in the last business hour or so. Please reference your order number on the subject. You can add or delete items from your order. We may adjust the shipping accordingly. However, we cannot guarantee that the changes will be made on time since we process and ship orders very quickly during business hours.

    May I combine two orders to save shipping?

    Yes, you can if your two orders are no more than one business hour apart. We may adjust the shipping manually if applicable. However, you must make such a request by sending an e-mail to change@directron.us. Again, we cannot guarantee that the changes will be made on time since we process and ship orders very quickly during business hours and because of the increasing number of orders we process every day.

    Some orders cannot be combined and have to be shipped separately. For instance, we always ship a computer case and a CD-ROM drive in separate boxes. In these situations, combining orders may not save shipping cost.

    When will my order be shipped?

    We process orders in the next business hour after you place an order. Most orders are shipped on the same business day if placed before 2pm CST except Mondays. Exceptions include: FedEx and Postal Office shipments, orders with problems verifying credit card information, orders paid with other than credit-card payment methods, systems, drop shipped items, and other items that are designated as "Usually shipped in 2-3 business days." See Shipping Policy for more details.

    Orders placed during the weekends have a 95% of chance of getting shipped on Monday.

    When will I receive my packages?

    The UPS shipping confirmation should tell you the estimated delivery date. However, UPS does not guarantee Ground delivery to any addresses or air delivery to residential addresses. Click here to see an estimated UPS Ground delivery date.

    Why didn't I receive my e-mail confirmation for my order?

    This happens most often because a wrong e-mail address is entered in the order form. An order confirmation should be sent within 20 seconds after a firm order is placed. If you don't receive the e-mail confirmation of your order, you most likely will not receive the shipping confirmation either. We suggest you contact us immediately if you did not receive your conformation. We do not guarantee the change of address will be made in time for shipping.

    We also suggest you to register at our web site, so that you don't have to re-enter the e-mail address and shipping address every time you place an order, which increases the chances for error.

    I placed my order one week ago. What's the status of my order?

    Most often you should have received the package within 5-10 days. However, orders may be partly or entirely delayed for the following reasons. We do try to contact customers by e-mail if there is a known delay.

  • Your credit card information cannot be verified and we can't get hold of you by phone or e-mail.
  • One or more of the items you ordered were back ordered.
  • You chose a wrong shipping method for your shipping destination. Examples: UPS Ground does NOT deliver to Hawaii or Alaska addresses.
  • Your shipping address is wrong or no one there to accept packages.
  • The item you ordered is a drop-shipping item, which often requires more time to arrive. Examples: printers, notebook batteries, and special memory modules.
  • Sometimes, shipments are delayed during transit by shipping companies, especially during holiday seasons.

    We will investigate on your particular order and let you know what happened.

    Somehow I placed duplicate orders. How do I cancel one of them?

    Please send an e-mail to change@directron.us to cancel one of the orders. We sometimes detect such identical orders and may contact customers to verify if both orders are valid.

    To avoid accidentally duplicating orders, please do not use the Back button on your browser on the online order confirmation page. Please use any of the links or the CONTINUE button on that page.

    Why there is no shipping charge on my order?

    Three most likely reasons: (1) Shipping method does not match the destination, such as when UPS Ground is requested for a Hawaii, Alaska, and Puerto Rico addresses. (2) The overall weight of all items exceeds 100lb. (3) International shipping.

    In such situations, we reserve the right to add or adjust the shipping cost without notifying customers first.

    The shipping charge seems high

    The overwhelming majority of our customers think that our shipping and handling fee is fair and reasonable among all the online computer stores. The complaints we receive are almost exclusively from "small orders" - orders for less than $50. The shipping charge as a percentage of the total order or on a per unit basis goes down significantly as the order amount increases. For instance, one Microsoft Natural keyboard ($19) may cost $8 to ship (42%, $8 per keyboard), but 10 such keyboards ($190) may cost only $18 (9.5%, $1.8 per keyboard). In addition, repeated customers get 2% of last order off the current order.

    If you have any question or comments about the shipping charge, you can leave a note in the Comment section of your order page. All comments and requests are screened before orders being charged.

    | FAQ-General | After Placing an order | After Receiving an Order | Customer Services |
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