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Frequently Asked Questions after Receiving an Order


Frequently Asked Questions after Receiving 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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The majority of orders are received without a problem. However, if you do have a problem, here may be the answers to your questions. Something is missing in my order

First of all, please check all the contents inside the packages. Sometimes, processors are mounted on the motherboard, memory modules are placed inside the motherboard box, and small items are placed inside the case box. Then double check the quantity for the item you ordered on the packing slip (receipt).

If you still couldn't find the item, see if there is another package on the way. Your e-mail confirmation from UPS should tell you how many boxes are shipped from us. Is there a hand-written "D/S" sign on the side of the missing item on your receipt? D/S means drop shipping. Drop shipped items are often shipped separately and not included in our UPS shipping confirmation. These items are often drop-shipping items: printers, notebook memory modules, and sometimes back-ordered items. These are often designated as "ds" in their product title.

Another possibility is that the item may have been back ordered (B/O). There should be a hand-written B/O sign by the item on your receipt. Normally a back-ordered item will be shipped in 1-7 business days after the original order is shipped. We'll normally contact you for back-ordered items.

If none of the above situations apply to your order, it's possible that we have missed shipping you the item. Please report the shortage immediately by making an on-line Discrepancy & Damage Report. You must report any discrepancy within seven days after receiving your order. Here is a link for RMA request: discrepancy.html. Read detailed instructions on how to fill out the RMA form before finalizing the RMA request. Once confirmed, we can often send you the missing item immediately without additional cost to you. We typically ship the missing item(s) with the same shipping method on your original order.

You do not need to call or e-mail us in this situation. You are welcome to call or e-mail us to alert us. However, please do not wait for our reply to get an online RMA request. An RMA request sends another order to us and allows us to process it immediately.

The case cover is damaged during shipping

Please report the damage immediately by making an on-line shipping damage report . You must report discrepancy/damage within seven days after receiving your order. You do not have to call or e-mail us. If you do, please do not wait for our reply to file an online shipping damage report. A damage report sends your information to us very effectively and allows us to process it immediately.

We'll let you know whether and when to ship the damaged item back to us. We'll reimburse you the shipping expense if you do. Regardless, please keep the damaged item for as long as you can. Our shipping company will stop by to inspect the damage.

The video card is dead on arrival (DOA). How do I get my replacement quickly?

First, please check out our Frequently Asked Questions for Tech Support and Trouble Shooting Tips. If the online information does not help you resolve the problem, please call our tech support hotline 713-773-3636 10-5, Monday-Friday. Our certified technicians will help you either solve the problem or determine if the product is defective.

If the product is indeed defective, there are two ways to get a replacement sent to you quickly.

First, if you received the product within the last 30 days, you can go ahead and order a new one and choose the shipping method that's most desirable to you. The new product should be shipped as quickly as a new order. You can then make an online RMA request at return.html to return the defective one for credit. Ship all the supporting materials such as driver, manual and cable for the product back to us since a new set of these materials will be sent with your new order. Please make the new order and RMA request two separate orders to avoid any confusion.

Second, you can make a cross-shipping request. Cross-shipping allows us to ship you the replacement without receiving the defective one first. Read the detailed instruction on the Cross-shipping request page before finalizing your request.

Again, you do not have to call or e-mail us in such situations. If you do, please do not wait for our reply to make the RMA or cross-shipping requests. Online RMA request is the best way to communicate with us.

Note: Unfortunately, there are always some defective rates associated with electronic products (like everything else in life). Directron.com does not intentionally ship any defective products and is not responsible for any problem defective products may cause. It's impossible for us to test all the products before shipping. However, customers do have the option of paying us to test the product before shipping to avoid DOA. Here is a link: testing.html.

The item I received is different from what I ordered

First of all, please see if the item you received is acceptable to you. We may offer you incentives to accept what you received.

If the item is not acceptable, please immediately report the discrepancy by making an online Discrepancy Report. You have seven days to report any discrepancy. See the answer to the last question on how to get a replacement quickly.

You are welcome to call or e-mail us to alert us. However, please do not wait for our reply to file an online Discrepancy Report. A Discrepancy Report sends another order to us and allows us to process it immediately.

Once confirmed, we should be able to ship you the replacement quickly. If the item is of low value (<$10), we often ship the replacement without asking the wrong item being sent back to us. If the item is of higher value, we ask customers to arrange shipping the item back to us via the most inexpensive way, such as UPS Ground or Postal Office. Make a copy of the receipt. Mail the receipt to us so that we can refund you the shipping expense. We do not like issuing Call-Tags for shipping companies to pick up these items since it often requires human interaction and follow-up with the shipping company, which is often time-consuming and may cause delays.

The hard drive is DOA, and I already bought a replacement locally. How do I return the defective one?

If you received the product in the last thirty (30) days, you can return it for refund or credit of the original price you paid. Make an online RMA request first. Customers are responsible for shipping the item back to us. Original shipping charge is not refundable. We cannot honor the price you paid locally. Here is why. Suppose you bought a Toyota and found it having some problems. Instead of sending it back to the Toyota dealer to have it fixed or replaced, you decided to buy a Mercedes from another dealer since you were in a hurry for a vehicle and the Mercedes Benz dealer was just next door to your house. Then, you sent the Toyota back to the Toyota dealer and asked for a refund equivalent to the amount you paid for the Mercedes. ?!

If the item was received 30 days ago, we can honor the warranty by sending a replacement.

You do not have to call or e-mail us in this situation. You are welcome to call or e-mail us to alert us. However, please do not wait for our reply to get an online RMA request. An RMA request sends another order to us and allows us to process it immediately.

A small part inside the case is missing or damaged

Unless customer requested a power supply upgrade, we do not open cases before shipping. It's possible that manufacturers made a mistake in their production line. We know that manufacturers sometimes make the following mistakes: (1) Leave the power voltage selection at 115V instead of 220V for the North America market. (2) Leave a power cord for the European or Asian market inside the case. (3) A small item such as case fan holder could be missing.

Please always inspect the contents of your packages immediately after receiving them. If there is any thing missing, file an online Discrepancy Report right away. You have seven days to report any discrepancy. For small, low-value (<$10) items, we can often ship you a replacement without asking the wrong item being shipped back to us.

The motherboard appears opened

We do open most component-level products received from our vendors to inspect contents and place receiving marks on the products. This process often requires opening or having a cut on the anti-static bags and affects such OEM products as motherboards, hard drives, sound cards, video cards, modem, and network cards. Receiving marks are used to ensure that the products were purchased from us and for us to identify our vendor in the future. In no way, such a process would suggest the items were used. We place items returned from customers in a separate area and do not sell them as new.

My package took five instead of the estimated three days to arrive

To UPS, weekends do not count. Your item was shipped last Friday and was delivered on Wednesday. That was three (3) business days. So it was delivered on time.

Keep in mind that UPS does not guarantee Ground shipping or Air Shipping to residential addresses.

I ordered a mouse, but it looks like I received a CD-ROM box

Have you opened the box yet? Check the content. Sometimes we use recycled boxes to save the environment and cost.

My driver CD is missing (or wrong or damaged)

We have several ways to remedy this situation:

You may download the driver from the manufacturer's web site. If you can't locate the manufacturer's website, please contact our tech support.

We can mail you a replacement driver CD immediately. File an online discrepancy report.

I don't like the product I ordered If you received the product within the last 30 days, make an online RMA Request for credit/refund immediately. We will issue a refund/credit once we receive the item. Restocking fee may apply, particularly to retail boxed products. Restocking fee ranges from 10 to 25%. Original shipping cost is not refundable. Customer is responsible for shipping the item back to us. Restrictions: The following items are NOT refundable: opened software, assembled case, defaced products, and products obviously damaged by end-user.

You are welcome to call or e-mail us to alert us. However, please do not wait for our reply to get an online RMA request. An RMA request sends another order to us and allows us to process it immediately.

If you received the product more than 30 days ago, we will honor the warranty for defective products. No credit or refund will be issued.

I ordered a wrong item

If you received the product within the last 30 days, make an online RMA Request for credit/refund immediately. We will issue a refund/credit once we receive the item. Restocking fee may apply, particularly to retail boxed products. Restocking fee ranges from 10 to 25%. Original shipping cost is not refundable. Customer is responsible for shipping the item back to us. Restrictions: The following items are NOT refundable: opened software, assembled case, defaced products, and products obviously damaged by end-user.

You are welcome to call or e-mail us to alert us. However, please do not wait for our reply to get an online RMA request. An RMA request sends another order to us and allows us to process it immediately.

If you received the product more than 30 days ago, we will honor the warranty for defective products. No credit or refund will be issued.

I don't need the product any more

If you received the product within the last 30 days, make an online RMA Request for credit/refund immediately. We will issue a refund/credit once we receive the item. Restocking fee may apply, particularly to retail boxed products. Restocking fee ranges from 10 to 25%. Original shipping cost is not refundable. Customer is responsible for shipping the item back to us. Restrictions: The following items are NOT refundable: opened software, assembled case, defaced products, and products obviously damaged by end-user.

You are welcome to call or e-mail us to alert us. However, please do not wait for our reply to get an online RMA request. An RMA request sends another order to us and allows us to process it immediately.

If you received the product more than 30 days ago, we will honor the warranty for defective products. No credit or refund will be issued.

I can't find my receipt

Your receipt (packing slip) should be sealed in an envelope marked "Invoice Enclosed" on the outside of a box. If you expect to receive multiple boxes, there will be only one receipt.

| 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 |
| Shipping | Products | Statistics | Archived Questions | Home | Go to Top |
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