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Customer Care Center

Welcome to the NCIX Customer Care Center. At NCIX, our number one priority is your satisfaction. We created the NCIX Customer Care program to make sure that every experience with NCIX offers value, convenience and satisfaction.

To take advantage of all our Customer Care features, please make sure that you have created an account with NCIX and that you are currently signed in.

Ordering Frequently Asked Questions

How long will it take to process my order?

How do I know if a product is in stock?

I just placed an order for an item that is out of stock. When will I be charged for it?

How long does it take for back ordered items to get sent?

Is it safe to shop on-line at NCIX?

Does NCIX match competitors' pricing?

How can I pay for my order?

What taxes do I pay?

How do I cancel my order?

What warranty do I get with products I've bought?

What warranty do I get on software, DVDs, or games that I've bought?

How do I get an Return Merchandise Authorization (RMAs) from NCIX?

Will there be any extra (import/brokerage/duty) fees?

How does NCIX ship my order?

What if I'm dissatisfied with an item I've purchased?

Do I have to pay for return shipping for my RMA?

My package is damaged! What should I do?

What should I do if an item is missing from my order?

Why does NCIX ship multiple packages for one order?

VPN & Overseas Orders

Detailed Terms & Conditions of Sale (the fine print)


General FAQs About New US Warehouse

Why are products priced differently on the U.S. and Canadian sites?

Why are some products listed on the Canadian site not available on the U.S. site?


How long will it take to process my order?

Orders will be processed on a first come, first serve basis. We will make every effort to make sure orders are processed as soon as possible, and no unnecessary delays occur in processing an order. In most cases orders are processed immediately, often shipping the same day for in-stock items.

During busy periods, delays may occur. All orders will be processed no later than 2 business days upon receipt, provided the items are in stock and there are no problems with the payment verification. Items are allocated to your order when your order is being processed and after your payment has been verified, so on rare occasions stock may change by the time an order is being processed.

Once an order request has been received by us, you will receive periodic e-mails from us regarding the processing of your order. Within 24 hours of your order being shipped, you will receive an e-mail that contains the carrier tracking number for your order.

How do I know if a product is in stock?

Each product page at NCIX indicates the Availability of an item below the price.

IN STOCK - This item is in stock at our warehouse and is shipped as soon as possible. It will usually ship in 1 to 2 business days, but every effort will be made to ship the same day an order is processed.

OUT OF STOCK - This item is currently not available but often can be ordered. Shipping date is unknown for these items, but expect 2 to 8 weeks for delivery.

NOT AVAILABLE - This item is not available. You can contact us if you would like us to further investigate a product's availability.

While every effort is made to insure that availability and stock status is accurate, we cannot be responsible for inaccuracies published on the web site as they are dependant on supplier accuracy and information.

I just placed an order for an item that is out of stock. When will I be charged for it?

You will be charged for a backordered item upon order processing. After your order for an out of stock product is submitted, we will notify you of its anticipated delivery date. Any in stock products from your order will be shipped right away. For items that are backordered, you will receive periodic reminders of back ordered items and you will be given an opportunity to cancel any outstanding back orders with us.

In the event the product is unavailable, or if you wish to cancel the back ordered item before it is shipped, you will be issued a refund using the same method of payment you used to place the order, or a credit note. NCIX will make every attempt to promptly issue refunds, but during busy periods, allow up to 2 to 4 business days for refunds to be processed.

How long does it take for back ordered items to get sent?

Items that are unavailable will be placed on back order, and the remainder of your order will be shipped. Please check our web site for the back ordered item's estimated time of arrival. Please note that these dates are estimates and not guaranteed to arrive on that date.

For items that are backordered, you will receive periodic reminders of back ordered items and you will be given an opportunity to cancel any outstanding back orders with us.

Where possible, we will make every effort to alert customers of potential delays, or possible substitutions to the originally ordered item (such as a video card or RAM with similar specifications).

Is it safe to shop on-line at NCIX?

At NCIX, we guarantee your privacy and on-line shopping safety.

We will never share your personal and private information with anyone, and any personal information we do collect, we will only use to properly process and deliver your order.

We are secured with a Verisign SSL certificate to insure that your personal information is encrypted and secured when you communicate with NCIX. All your personal information and credit card information is stored on our secured servers that are not connected to the Internet, and we further insure your privacy by making sure that access to the data is given only to the NCIX team members that need to access your information to process your order.

How can I pay for my order?

Upon processing of an order, NCIX will charge the total amount of the order to the chosen method of payment. In stock items will be shipped immediately. Backordered items will ship as they become available. Credits or refunds will be issued for unavailable items and overdue backordered items as soon as requested or determined that an item is not available.

NCIX does NOT charge any credit card or payment surcharges. We gladly accept the following payment methods:

  • Visa
  • Mastercard
  • PayPal

First time customer with NCIX may experience a 1 to 2 business day delay in processing your initial order, to allow for credit card payment verification and security checks. Purchase orders will be accepted only from qualified Fortune 1000 companies, Government, Schools and accredited educational institutions.

No C.O.D. orders will be accepted. Sorry, no credit cards issued outside of USA will be accepted as payment.

What taxes do I pay?

NCIXUS charges state and/or local sales tax for any order shipping to California. For information concerning California sales tax, please refer to http://www.boe.ca.gov/cgi-bin/rates.cgi. Please note that your state of residence may require you to pay sales or use tax and file a sales or use tax return for certain purchases. Please consult your city, county and state tax rates to determine your applicable sales or use tax.

How do I cancel my order?

You may request a cancellation of your order using our service area (note: you must be signed in to access this section), by clicking on the CANCEL ORDER, provided your order has not already been processed and shipped.

Once an order has been processed you cannot cancel your order, but you may return items in accordance with our returns policy, and may be subject to a restocking fee. Otherwise, please call during our business hours to cancel your order. If your account has already been charged, you will receive a credit back to your account usually within 2 to 3 business days. Please never request to cancel an order by e-mail as we may not receive the request in time to stop the order.

What warranty do I get with products I've bought?

NCIX warrants product(s) to be in good working condition and free from defects in material and workmanship for a period of one (1) year for OEM packages, and for thirty (30) days for RETAIL packages, from the original Invoice date unless otherwise restricted below or by the manufacturer's own warranty policy.

After that period, items are often covered by a manufacturer's warranty, but will vary depending on the product in question. Please refer to the manufacturer's web site for details.

Note: Motherboards are regarded as Retail products by NCIX and we will help to facilitate in any repair or replacement of defective motherboards for 30 days. After the initial 30 days from purchase, all motherboard warranty repairs or replacements are handled by the manufacturer.

ALL OEM CPU/processor products are warranted for seven (7) days from the original invoice date, unless the CPU is purchased as part of a computer system, or if you are a VIP Member or Premium Partner member.

If your product is not functioning properly upon arrival (DOA items), please send a message (but not later than 25 days from purchase for DOA items) to Technical Support for troubleshooting or request a RMA through an Online RMA. In most instances, our representatives can assist you in diagnosing and resolving your product problems. In the case of a defective product, NCIX will replace the product with an exchange of the same item, subject to in-stock availability.

To return a product you will require an RMA (Return Merchandise Authorization) from us, and unless you are a VIP, you will have to pay for shipping charges in returning the product to us. Repaired RMA items will be shipped back to you free.

When you purchase any product from NCIX, you are entitled to its manufacturer's warranty against defective merchandise. Most of our major manufacturers' policies require that you contact them directly for assistance regarding their products. These manufacturers will repair, return or replace them in accordance with their own policies. Please contact the respective manufacturer for additional details.

Physical damage to any product will void the product's warranty. Modifying a product in a permanent way is considered physical damage. NCIX cannot honor warranty for CPU's that have bent pins, cracked or chipped cores, burnt or otherwise sustained any other type of physical damage. Physical damage voids any warranty previously implied for any product.

What warranty do I get on software, DVDs, or games that I've bought?

Software, DVDs and video games must be in the original box and unopened (still in its original shrink wrap). Please note that due to advances in CD and DVD copying technology, we do not accept any opened or used software, DVDs or video games.

Defective software will be exchanged with the same title and is subject to availability.

Before returning defective software, we strongly advise that the manufacturer be contacted. The manufacturer will have solutions to the majority of your questions concerning the software. Once the manufacturer has been contacted and still no remedy has been found, you may then contact our customer service.

Strongly recommended: Please make sure, that your system meets all system requirements before purchasing. Where possible, NCIX will publish system requirements next to the description of the software, but we also recommend that requirements be confirmed from the publisher's web site. NCIX will not return software due to failure of meeting system requirements.

How do I get a Return Merchandise Authorization (RMAs) from NCIX?

All products returned to us must be accompanied by a valid Return Merchandise Authorization (RMA) number issued by NCIX within 30 days or 1 year (depending on the warranty period for that product) of your original invoice date, for most retail merchandise. After 25 days from purchase we can no longer issue an RMA and will refer you to the manufacturer for warranty service. RMAs expire in 15 days after they are issued unless otherwise noted.

You may request a RMA using our online RMA system.

If you have any tech support questions before requesting a RMA, feel free to ask in a tech support message.

All returned products must be 100% complete in original packaging and in resalable condition, with all packaging, software, manuals, blank warranty cards and other accessories and documentation included.

A valid RMA number must be written clearly on the outside of the packaging. Incomplete or unauthorized returns will be refused. The customer is responsible for any additional damage to an item or loss during shipment to NCIX. Therefore, we recommend that all items shipped to us be insured for damage or loss.

Returns from US Customers must be shipped to our US warehouse address:

Returns from US Customers must be shipped to our US warehouse address:
ATTN: NCIX (RMA #____________)
21788 Garcia Lane,
City of Industry, CA
91789

Will there be any extra (import/brokerage/duty) fees?

Absolutely not! This is why we have opened a new warehouse in California - so we can offer you cheaper and faster shipping with no added fees. As per law, taxes will be charged at the applicable rate for each state. California residents are required to pay a 7.5% sales tax (9% for residents within LA County). *Due to voter approval of Proposition 30, the statewide sales and use tax rate will increase one quarter of one percent (0.25%) effective on January 1, 2013.

or click here to download a mailing label in Adobe Acrobat format you can print out and use.

How does NCIX ship my order?

We ship with the following couriers (UPS and FedEx)

What if I'm dissatisfied with an item I've purchased?

NCIX offers a 15-day Satisfaction Guarantee on many items that we sell. Due to supplier and manufacturer restrictions, some opened items will be non-refundable, and any return is subject to prior approval from NCIX. Items that are unopened and still in its original shrink wrap and sealed, can be returned without restriction, within 15 days of purchase, unless marked as nonreturnable. All items returned to us must be shipped pre-paid.

Items eligible for return are subject to a 15% restocking fee, and if approved by NCIX would be eligible for exchange, merchandise credit, or refund. Due to the volatile nature of component prices, items will only be refunded at the current pricing at the time of return. Software must be in its original box and unopened (still sealed in its original shrink wrap). Defective software will be exchanged with the same title (subject to availability).

Satisfaction Guarantee excludes CRT monitors, LCD monitors, netbooks, notebook computers, mobile PCs, mobile phones, handhelds, PDAs, digital cameras (and accessories), projectors (and accessories), printers, graphics tablets, headphones, software, consumables (i.e. printer cartridges, CD-Rs, and blank media), televisions, consumer appliances (i.e. microwaves, refrigerators, etc.), customized computers, mouse pads and special order items.

Do I have to pay for return shipping for my RMA?

Customers who have purchased insurance on their orders and have Express RMA do not need to pay for return shipping. Otherwise, according to NCIX terms and conditions, you are responsible for return shipping. However, if you have a special circumstance, we are always willing to hear it.

My package is damaged! What should I do?

You should refuse the shipment and we will refund your full order with no order cost, no shipping fees, and no restocking charges! If the courier has left the package on your property, please call customer care at 1-888-881-NCIX (6249) and inform us as soon as possible that your package was damaged during shipment.

What should I do if an item is missing from my order?

Your order may be shipped separately if you have multiple items in an order. You should have received an email about what items are shipped so please verify that you are in fact missing an item first. If you are missing an item, we apologize. Please contact our Customer Care department immediately so we can help you locate your product.

Why does NCIX ship multiple packages for one order?

Your order may be shipped separately if you have several items due to a few contingencies such as weight, size, and stock concerns. Also, we have multiple warehouse locations and your items may be shipped from different warehouses depending on stock levels.

Does NCIX match competitors' pricing?

Yes, conditions may apply.


Why are products priced differently on the U.S. and Canadian sites?

The floating exchange rate between CAD and USD plays a large role. However, bigger price differences could be due to other circumstances. Suppliers and manufacturers may charge a different MSRP in Canada than the U.S. Sometimes, we are required to buy from certain U.S. suppliers in order to sell the product in the U.S. and that may result in a higher cost.

Why are some products listed on the Canadian site not available on the U.S. site?

Products and promotions on the Canadian/U.S. site are independent from one another. Also, some Canadian products are only licensed for sale in Canada.


VPN & Overseas Orders

If you are using a VPN (virtual private network) or a proxy, please turn this off before ordering otherwise this may cause additional delays for the verification of your order.

Terms & Conditions of Sale (the fine print)

PLEASE READ THE FOLLOWING TERMS AND CONDITIONS OF USE CAREFULLY BEFORE USING THIS WEBSITE

The following terms and conditions govern the sale of products by NCIX US Technology Inc. (hereafter referred to as NCIX). By submitting your on-line order to NCIX, you have indicated your acceptance to be bound by these terms and conditions of sale. At NCIX's sole discretion, these terms and conditions may be changed without prior notice at any time before NCIX accepts your order.

Important Ordering Information

All orders require about 1 to 2 business days processing before shipment for any product designated as "In Stock". While NCIX makes every attempt to maintain accurate stock information, NCIX is not responsible for the accuracy of inventory. In the event of a discrepancy regarding availability of a product, NCIX has the right to fully refund a customer for the full purchase price, in lieu of timely delivery of merchandise.

  • NCIX processes and ships Monday to Friday, and is closed on weekends and federal holidays
  • No deliveries are made by carriers on weekends or holidays
  • No deliveries will be made to Post Office Boxes (PO Box)
  • You may be contacted at the phone number registered with your credit card for security purposes

Customer Satisfaction Policy

Products sold by NCIX are covered under a limited 25-day DOA (dead-on-arrival) policy, from the original invoice date, and is subject to the following terms and conditions:

  • ALL merchandise requires an RMA number (Return Merchandise Authorization) issued by NCIX for return. RMA numbers are valid for 7-days with a small leeway for shipping times. Merchandise returned to us without a valid RMA number will be refused and shipped back to the customer at the customer's expense. Please allow 5 to 10 business days for testing and refunds to be processed.
  • Returned merchandise must NOT be physically damaged, including damage due to improper installation or overclocking. This includes any physical alteration to the product, modifications not approved by the manufacturer, bent pins, etc. No returns, refunds or exchanges for any special order products, Notebooks, PDAs, Televisions, Retail Box Software, OEM Software, Computer Games, Video Games, DVDs, CDs, or any products marked as "no returns" or carries a similar description on the products' page. All products are eligible for original manufacturer's warranties. Please contact the manufacturer directly. All fees, including "shipping and handling", insurance coverage fees, and "Rapid Replacement" fees are non-refundable.
  • Returns MUST include all original parts and packing materials and an NCIX RMA number, or the return will be rejected. NCIX reserves the right to refuse any returns or refunds for merchandise. DOA items may be returned within 25 days of ordering and may be subject to a 15% restocking fee at the discretion of NCIX.
  • LCD monitors and other products with LCD displays (i.e.: notebooks, cameras, etc.) adheres to the dead-pixel policy that been established by most of the manufacturers. Any product with an LCD screen must be a minimum of 7 (seven) dead LCD pixels to be considered defective (DOA). Please contact the manufacturer of the product for additional warranty information if you receive a product with less than 7 dead pixels.

All product warranty coverage after 25-days will be handled directly by the product manufacturer. NCIX reserves the right to refuse any returns or refunds for merchandise.

Terms of Purchase

NCIX is a retailer/distributor only. Products sold are not manufactured by NCIX. NCIX makes no representation or warranty with respect to the products except those stated in this document. NCIX disclaims all other warranties, express or implied, as to any such product, including and without limitation, the implied warranties of merchantability and fitness for a particular purpose, and any implied warranties arising from statute, trade usage, course of dealing, or course of performance.

You ("the Customer") and NCIX agree that these Terms and Conditions are the sole terms and conditions governing the sales transaction between the Customer and NCIX. Any attempt to alter, supplement, modify or amend these Terms and Conditions by the Customer will be considered a material alteration of this agreement and, therefore, are null and void. In addition, these Terms and Conditions are subject to change at any time, without prior written notice. Therefore, please check these Terms and Conditions carefully each time you place an order with NCIX.

Availability

NCIX does not guarantee that products and services advertised on our website will be available when ordered or thereafter.

Payment Terms

Payment is due by credit card or PayPal. Once an order is placed by credit card, the credit card account will be verified at the time the order is placed. Should a credit card is declined, so will be the order. No C.O.D. orders are accepted. Orders are processed ONLY upon receipt of payment.

Disclaimer of Warranty

When products are shipped to you, their limited warranties applicable to products are in effect and are included with the shipment. Certain products may have additional warranties provided by the original manufacturer but not by NCIX. On our web site, "as is" products may not have warranties from NCIX (other than those warranties implied by and incapable of exclusion, restriction or modification under applicable law), but may still hold warranties from the manufacturer.

Payment Shipping and Handling Charges and Taxes

The buyer is responsible for any taxes or tariffs associated with your purchase.

Prices

Prices shown on NCIX's website do not include shipping and handling. The prices do not include taxes unless otherwise noted. All prices are in U.S. dollars. The price charged for an order will be the price in effect at the time the order is made. Nonetheless, if the price drops before shipment and you notify NCIX of the lower price before the product is shipped, in which case (and in that case only) the price charged will be the lower price.

Shipping & Risks during Shipping

When products are shipped to you by common carrier, NCIX's liability to you for breakage and/or non-delivery of the products by the common carrier to you will be limited by the limits of liability provided by the common carrier's terms and conditions of carriage. You may wish to purchase insurance from loss or breakage during carriage for full insurable value of the products you have ordered by making the appropriate requests when placing your order with NCIX

Order Cancellations & Changes

For the benefit of our customers, we attempt to process orders as rapidly as possible. As such, orders may be sent to our warehouse for fulfillment very soon after they are placed. Due to difficulty of locating orders once they have begun the fulfillment process, we will not be able to make any order changes or cancellations once they have reached this stage of processing.

Please review orders very carefully prior to submitting them and in the case a cancellation is necessary; please contact us as soon as possible to increase the likelihood that we are able to stop your order before it goes to the warehouse for fulfillment. Unfortunately, no guarantees can be made.

Errors, Misprints, and Omissions

Our goal is to provide current and accurate information on our website. However, errors, misprints, and omissions sometimes occur. These include but are not limited to incorrect or incomplete prices, descriptions, specifications, photographs or illustrations. NCIX makes no warranty that the content of the website is accurate or complete.

Prior to shipment or delivery of any order, NCIX may cancel, reject, correct, or terminate any order for products, services, or insurance for which the price was incorrectly displayed or where we otherwise displayed erroneous, incomplete, or inaccurate information. NCIX cancel, reject, correct or terminate at any stage of the order processing, including after an order has been submitted and confirmed, and your credit card or debit card has been charged or an electronic funds transfer has been sent or received. In the event your order is cancelled by NCIX after your credit card or debit card has already been charged, NCIX will immediately issue a credit to your payment card account in the amount of the charge. Individual bank or credit union policies will determine when this amount is credited to your account.

NCIX is not obligated to complete any sell of products, services, or insurance based on errors, misprints, or omissions on our website.

NCIX may at any time, with no prior notice or liability to any website user (a) correct any error, inaccuracy, or omission; (b) change the products and services available on the website, or the prices, fees, description, and specifications of such products, services, and insurance; (c) limit quantities, promotional or otherwise, available for sale.

Limited Warranty

NCIX warrants product(s) to be in good working condition and free from defects in material and workmanship for a period of one (1) year for OEM products, or thirty (30) days for RETAIL packaged products from the original Invoice date unless otherwise restricted below or by the manufacturer's own warranty policy. ALL OEM CPU products are warranted within seven (7) days from the original invoice date.

NCIX's liability shall as limited to repairing or replacing, at its option, any defective product which is returned, freight prepaid to NCIX, according to the Merchandise Return Procedure set forth in Section Merchandise Return Procedure below. Buyer shall bear all responsibility for shipping charges and risk of loss or damage during transit to NCIX Products which have been subjected to abuse, misuse, alteration, neglect or unauthorized repair or installation, as determined solely by NCIX, are not covered by this warranty.

Any alterations, addition, improvements or attachments to the product(s) not authorized in writing by the NCIX shall be deemed to be a waiver of this warranty by Buyer and shall render this warranty null and void. NCIX shall return repaired or replaced product(s) to Buyer, at its expense via regular ground service within Canada. Shipping charges by all other methods and to all other destinations shall be borne by Buyer.

THIS WARRANTY IS IN LIEU OF ANY OTHER WARRANTY, EXPRESS OR IMPLIED. NCIX MAKES NO OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING ANY WARRANTY OF FITNESS FOR A PARTICULAR PURPOSE OR OG MERCHANTABILITY. IN NO EVENT SHALL NCIX BE LIABLE FOR INDIRECT, SPECIAL OR CONSEQUENTIAL DAMAGES SUCH AS LOSS OF PROFITS OR BUSINESS OPPORTUNITIES, AND IN NO EVENT SHALL NCIX'S LIABILITY EXCEED THE PURCHASE PRICE OF THE PRODUCT(S).

Technical Support
NCIX provides technical support for most of its products. Some products may have to use the technical support provided by the manufacturer.

Limitation of Liability

The maximum liability to you for products purchased from NCIX shall be limited to the purchase price you have paid for the products. Also, NCIX will not be liable for any property damage, personal injury, loss of use, interruption of business, loss of profits, or other consequential, indirect, incidental, punitive or special damages. This applies to all situations however caused, whether for breach of warranty, contract, tort (including negligence), strict liability or otherwise, other than those damages that are incapable of limitation, exclusion or restriction under applicable law.

THIS RETURN POLICY IS NOT A WARRANTY. NCIX reserves the right to change or to cancel it at any time before accepting your order. For all refunds, you need to precisely follow the previous return procedures to ensure the return of your refund. You need to also allow a reasonable period of time for the product to arrive at our warehouse and pass an inspection process. When your return is accepted, we will process your credit as soon as possible.

Title

Title to hardware products and to the media in which software products are embodied passes to you upon shipment by NCIX Title to software remains with the licensor of the software.

Interpretation

These terms and conditions shall be interpreted under and governed by the laws of Canada, without giving effect to conflicts of law rules. Headings used in these Terms and Conditions are for convenience of reference only and are not intended to be part of, or to affect the meaning or interpretation of, these Terms and Conditions.

Arbitration

All dispute, controversy, or claim against NCIX arising out of or relating to these Terms and Conditions, their interpretation, or the breach, termination or validity thereof, or any related purchase shall be resolved exclusively and finally by arbitration administered by the Better Business Bureau (BBB).
The arbitration will be conducted before a single arbitrator, and will be limited solely to the dispute or controversy between you and NCIX The arbitration shall be held in any mutually agreed upon location in person, by telephone, or online. Any decision rendered in such arbitration proceedings will be final and binding on each of the parties, and judgment may be entered thereon in a court of competent jurisdiction. The arbitrator shall not award either party special, exemplary, consequential, punitive, incidental or indirect damages, or attorney's fees and each party irrevocably waives any such right to recover such damages. The parties will share the costs of the arbitration, (including the arbitrator's fees, if any) in the proportion that the final award bears to the amount of the initial claim.

No Modification

Any additional or altered terms attached or adhering to an order shall be null and void and without effect, unless agreed to in writing by NCIX. These terms and conditions may not be modified, altered or amended without the written agreement of NCIX

Severability

If any provision of these terms and conditions is held to be illegal, invalid or un-enforceable, in whole or in part, the legality, validity and enforceability of the remaining provisions shall not be affected or impaired. The terms and conditions stated herein are declared to be Severable.

General

You may not assign this agreement without NCIX's prior written consent. NCIX is the intended beneficiaries of this agreement. If there is any inconsistency between this agreement and other agreement included with or relating to products purchased from NCIX, this agreement shall take precedence.

Linking and Framing the Web Site

Links to the Web Site without the express permission of NCIX are strictly prohibited. NCIX reserves the right to cancel and revoke any permission it may give to link to the Web Site at any time, for any reason, without any notice, and without any liability to you or any other person. The framing of the Web Site or any of its content in any form and by any method is strictly prohibited.

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