Frequently Asked Questions
ORDERING ONLINE
How long does it take to process an order?
We value your business, and we make every effort to process your orders as quickly as possible. Most orders are generally processed within 1-2 business days prior to shipment. Orders are not processed on weekends or holidays. Order processing may be delayed if there are payment verification issues or if certain products are out of stock. We will send you an email notification if there is a delay with your order.
What should I do if I'm having trouble placing an order?
For assistance with placing orders online, please email us at customer_service@atdcomputers.com. Our customer service hours are Monday through Friday from 9:00AM to 6:00PM (PST).
How can I check my order status?
A shipping confirmation email, containing tracking information, will be sent out once your order has shipped. To check on your order status, please click here. You can also email us at customer_service@atdcomputers.com for assistance.
Can I preorder a product that is not in stock yet?
No, we do not accept preorders at this time. Please check our website frequently for new product releases and special promotions.
Can I backorder a product that is out of stock?
Yes, you may backorder certain products even when they are sold out or temporarily out of stock. A backorder will not be processed, charged, or shipped out until all products on the order are in stock. A backordered product may have an estimated delivery date although it is subject to change without notice. For more information, please email us at customer_service@atdcomputers.com.
Why does ATD Computers place quantity limit restrictions on some products?
In an effort to distribute our popular products evenly among our vast customer base, you may find that a quantity purchase limit has been placed on select products. This provides all our customers with equal opportunities to purchase our popular products.
Can I purchase a large quantity of a certain product?
Orders for large quantities are accepted on a case-by-case basis. If you are interested in purchasing a large quantity, please email us at customer_service@atdcomputers.com. Large quantity orders are subject to additional verification, and the purchasing party must meet all our terms and conditions prior to order acceptance. ATD reserves the right to decline any orders that does not comply with its terms and conditions.
What are your terms and conditions for large quantity orders?
The purchasing party must comply with the following terms and conditions:
We respect your privacy. Any information furnished to ATD will be kept strictly confidential for verification purposes only. If you are unable to meet all the terms and conditions above, then your order will be restricted to the current quantity limit on our website. (For more information, please click here.)
- • Submit a company purchasing order (PO) form for the order.
- • The order must be shipped to the billing address only. If you are shipping to a business location, then we recommend that you use the business credit card as payment.
- • Complete and submit ATD’s credit card authorization form.
- • Submit a photo copy of the credit card. You may block out all the numbers except for the last four numbers.
- • After receiving approval from ATD, you may place an order online at: https://www.atdcomputers.com.
We respect your privacy. Any information furnished to ATD will be kept strictly confidential for verification purposes only. If you are unable to meet all the terms and conditions above, then your order will be restricted to the current quantity limit on our website. (For more information, please click here.)
Does ATD Computers accept orders through phone, fax, email, or chat?
We do not accept orders through phone, fax, email, or chat. For security purposes, all orders must be placed through our website. All transactions made on our website are encrypted for your protection.
How do I cancel my order?
If you need to cancel an order, then please email us at customer_service@atdcomputers.com. Most orders are prepared for shipment immediately and cannot be canceled, but we will assist you whenever possible. If your order has already been shipped, then please request a Return Materials Authorization (RMA) online, and we will issue a refund once your order has been returned to us.
What should I do if I think I have placed a duplicate order or a duplicate item?
Please email us at customer_service@atdcomputers.com. We will cancel your duplicate order (or item) as long as the order has not shipped yet. If your duplicate order has already shipped, then please request a Return Materials Authorization (RMA) online, and we will issue a refund once your duplicate order (or item) has been returned to us.
What types of payment methods does ATD Computers accept?
We accept Visa, MasterCard, Discover, American Express, and PayPal payments. For orders totaling at $2,500 or more, we may require additional verification prior to order processing. For more information, please email us at customer_service@atdcomputers.com.
When does my credit card get charged?
To ensure that you are totally satisfied with your purchase, ATD Computers will not charge your credit card until your order has been shipped. At the time you submit your order, we'll pre-authorize your card for the total amount plus all applicable taxes and shipping charges (if any). After we ship your order, the pre-authorized hold will be released, and you will be charged for the order.
What is a pre-authorization hold?
At the time that you submit your order, we will request that your financial institution create a pre-authorization hold on your account. This means that we have not actually charged your account so you are not responsible for payment yet. Once we have successfully shipped your order, we will collect payment from your credit card. In the event that your order is cancelled for any reason, prior to shipment, the pre-authorization hold will naturally expire within 2-10 business days depending on your financial institution.
Does my billing address have to match the address on file with my credit card?
Yes. For credit card verification, you must enter your billing address exactly as it appears on your credit card statement. Some orders may be subject to additional verification prior to order processing. We recommend that you provide a current contact number and email address in case we need to contact you regarding your order status.
How will the charge show up on my credit card?
The charge for your order will appear on your credit card statement as: “A.T. Distribution, Inc.”
Does ATD Computers charge sales tax?
ATD Computers charges sales taxes for orders shipped to North Carolina (7.25%) and California (9%). All applicable sales taxes are charged on the product(s) purchased as well as the shipping and handling amount for the order.
Does ATD Computers offer price-matching, price negotiation, or price adjustments?
Due to the volatility in the marketplace, ATD Computers does not offer price matching, price negotiations, or price adjustments. ATD does not guarantee that a price may or may not change on its website. Prices are locked in at the time of the order, and these prices are non-negotiable.
Does ATD Computers offer volume discount?
Volume discount may be available on a case-by-case basis. For more information, please email us at customer_service@atdcomputers.com.
I did not place an order with ATD Computers. How do I dispute this unauthorized charge on my credit card statement?
We take every precaution to prevent fraudulent or unauthorized charges, and if found, we will do everything we can to remedy the situation. If you believe that your credit card has been compromised, then we recommend that you contact your financial institution immediately to dispute the charge. If you have received an unauthorized order from us in the mail, then please email us at customer_service@atdcomputers.com for return instructions.
Why am I being assessed an additional Electronic Waste Recycling Fee by the state of California (EWRA eWaste)?
The Electronic Waste Recycling Act ("Act") became law in California on January 1, 2005. The primary objective of this law is to initiate a recycling program for computer products containing chemicals deemed hazardous to the environment. To fund this program, California requires retailers and e-tailers to collect, on the state's behalf, a fee for each product covered by this law. The fee is paid by the consumer at the time of purchase of the covered product. This fee will be remitted directly to the state by us and only applies to orders shipped within California.
The types of products that we are required to collect this recycling fee include cathode ray tubes, cathode ray tube devices, flat panel screens, and other similar video display devices. The actual amount of the recycling fee will vary, based on the screen size of the product when measured diagonally, as follows:
The types of products that we are required to collect this recycling fee include cathode ray tubes, cathode ray tube devices, flat panel screens, and other similar video display devices. The actual amount of the recycling fee will vary, based on the screen size of the product when measured diagonally, as follows:
- Greater than 4" and less than 15" -- $8.00
- Greater than or equal to 15" and less than 35" -- $16.00
- Greater than or equal to 35" -- $25.00
- Greater than 4" and less than 15" -- $3.00
- Greater than or equal to 15" and less than 35" -- $4.00
- Greater than or equal to 35" -- $5.00
What do I need to do if I received an email or phone call saying that I need to verify my order?
For your protection, we may require additional verification prior to order processing. If you have received a notice requesting verification, then please contact us immediately at customer_service@atdcomputers.com. Our customer service hours are Monday through Friday from 9am to 6pm (PST). Failure to verify your order within 3 business days may result in automatic order cancellation.
SHIPPING & SERVICE
What are your shipping options?
We currently ship through U.S. Postal Service (USPS), United Parcel Service (UPS), and Federal Express (FedEx). We offer standard, expedited, and express shipping options. Shipping time and pricing may vary depending upon the shipping service selected. Any orders using the “Free Shipping” promotion will be shipped through standard shipping with the carrier of our choice. (For more information, please refer to our Shipping Policy.)
Do you offer same-day shipping?
We strive to process and ship out all orders as quickly as possible. However, we do not guarantee same-day shipment. Most orders generally require 1-2 business days for order processing prior to shipment. We appreciate your patience.
Do you ship internationally?
At this time, we do not ship to international addresses, and we do not ship to freight forwarders or mail forwarding services. We currently ship to customers within the United States only.
Can I change my shipping address after I’ve already placed an order?
For security purposes, customers cannot change an address after an order has been submitted.
My order has been returned to sender. What happens now?
Please contact us at customer_service@atdcomputers.com to make new shipping arrangements. Please note that you may be responsible for reshipping fees. When an order is returned to sender, we notify the customer (via phone or email) with the order’s status, and we also provide retrieval instructions. Return-to-sender orders are held for 30 days for customer retrieval. Failure to retrieve an order within 30 days shall result in an automatic return subject to 20% restocking fees at ATD Computers’ discretion.
Can I purchase shipping insurance to protect my order against loss or damage during shipping transit?
Please email us at customer_service@atdcomputers.com if you are interested in purchasing shipping insurance for your order.
Will my order require signature upon delivery?
To protect our customers, signature confirmation may be required for delivery. If you will not be at the shipping address to accept delivery of your order, then we recommend that you consider shipping your order to an address where you or someone you trust will be available to sign for the order.
What happens if I am not available to sign for my order?
Most shipping carriers will make up to three attempts to deliver an order. After the first attempt, the shipping carrier should leave a notice of attempted delivery, which contains delivery information. If the shipping carrier is unable to deliver your order after three attempts, then your order will be returned to sender. Please contact us to make new shipping arrangements if your order has been returned to sender. You can email us at customer_service@atdcomputers.com.
What should I do if my shipment is missing an item(s)?
We recommend that you check your order status to see if your order contains multiple shipments or tracking numbers. If your order contains multiple items or quantities, then your order may have been split into multiple shipments, and these shipments may have different delivery dates. If your order contains one shipment only, and you did not receive your entire order, then please contact us at customer_service@atdcomputers.com for assistance. If your shipment appears visibly damaged at the time of delivery, then please refuse the shipment. If the carrier has left and you realize that your shipment is damaged or missing an item, then please contact us immediately, and we will initiate an investigation regarding your order’s condition. Any damage or missing claims must be reported to us within 5 business days of delivery. Please allow 5-10 business days to complete the investigation. If we are unable to locate your missing order, then we will issue a refund or replacement upon the completion of the investigation. We appreciate your patience.
Why are there shipping restrictions on certain products?
Shipping restrictions may apply depending upon the product’s weight, size, and/or content matter. Due to shipping restrictions, certain products may not be eligible for shipping to: P.O. Boxes, military/air force bases, Hawaii, Puerto Rico, Guam, or Alaska. We understand that some customers do not have traditional street addresses, and we will do our best to accommodate you. In the event that your order cannot be shipped as originally addressed, we will contact you for a new shipping address. If we are unable to ship your order, then we will cancel your order, and you will not be charged for it.
When will my package be delivered?
Please check the tracking information online for an estimated delivery date. You can find your tracking number in your shipping confirmation email. You can also check your order status online. When you track your order, the tracking information should provide you with an estimated delivery date. For assistance with tracking your order, please contact us at customer_service@atdcomputers.com.
What happens if my tracking information says my package was delivered, but I did not receive it?
We recommend the following actions:
- Verify the shipping address.
- Look for a notice of attempted delivery.
- Look around the delivery location for the package.
- Check if someone else accepted your package.
- Wait 48 hours. Often, packages can show as delivered while still in transit.
- Contact the shipping carrier directly.
What happens if my order is lost or stolen?
Please check your order status or tracking information online for delivery confirmation. If your order shows as delivered but you did not receive it, then please contact us at customer_service@atdcomputers.com, and we will open an investigation to locate your order.
What happens if my order is delivered to me in damaged condition?
If your order appears visibly damaged at the time of delivery, then please refuse the shipment. If the carrier has left and you realize that your shipment is damaged, then please contact us at customer_service@atdcomputers.com. Any damaged shipments must be reported to us within 5 business days of delivery. Please maintain all packaging and contents for investigatory purposes. We take any damage claims very seriously, and we will initiate an investigation with our shipping carrier regarding your order’s condition. Please allow 5-10 business days to complete the investigation. A refund or replacement will be issued pending the investigation’s results.
Does ATD Computers offer gift-wrap options?
At this time, we offer seasonal gift-wrap options only. Please check our website for currently available gift-wrap options and pricing.
RETURNS
What should I do if I am dissatisfied with my purchase from ATD Computers?
Your satisfaction matters to us, and we strive to ensure that you’re completely satisfied with your purchase. All brand new products come with their manufacturer’s warranty, and we also offer a 30 days return policy for most purchases. You may return any qualifying order within 30 days of purchase for a refund or replacement. You are responsible for any return shipping fees. Non-defective returns are subject to 20% restocking fees. Shipping fees and restocking fees are nonrefundable. (For more information, please visit: Return Policy.)
What is ATD Computers’ return process?
- • Check our return policy to see if your order qualifies for a refund or exchange.
- • Request a Return Materials Authorization (RMA) number online. Any RMA requests must be made within 30 days of purchase. Returns will not be accepted without a valid RMA number.
- • Send back your order—in its original condition with its original retail packaging and accessories—to:
ATD Computer Solutions
Returns & Exchanges: RMA #______
16610 E. Gale Ave
City of Industry, CA 91745 - • Allow up to two weeks for return processing. Refunds are issued directly back to the original payment method. Replacements are shipped to the original shipping address for the order.
Can I still return my purchase if I lost my packing slips?
Yes, you may return your purchase without a packing slip. However, we recommend that you include your RMA number in your return shipment. Failure to include your RMA number may result in the delay or denial of return processing. (For more information, please visit: Return Policy.)
Is there a restocking fee for returns?
Non-defective returns are subject to 20% restocking fees. This restocking fee may be waived for the following reasons:
- • The shipping carrier lost or damaged your shipment.
- • Product contains a factory defect or is dead-on-arrival.
- • You received a wrong product that you did not order.
What is the return policy for open-box merchandise?
Our standard return policy applies to both new and opened-box merchandise. You may return any qualifying order within 30 days of purchase for a refund or replacement. (For more information, please visit: Return Policy.)
Can I expedite a RMA request for a refund or replacement?
Unfortunately, return requests cannot be expedited. We do not offer instant refunds or cross-shipping. We must receive the original order back and it must meet all the requirements in our return policy before we can issue a refund or replacement for your order. Please allow 5-10 business days for standard return processing. If you need a replacement soon and cannot afford to wait for a turnaround time of regular return, then we recommend that you request a refund for the original order and place a new order. This means that you will have two charges on your account: the original order and the new order. Your new order will be processed and shipped out. After we receive your return shipment, we will process a refund for your original order provided that it meets the requirements in our return policy.
How long does it take for ATD Computers to process an RMA?
- • Most returns are processed within 5-10 business days after we receive your return shipment, and if it meets all the following requirements:
- • The RMA number is clearly identified on the return shipment—either on the shipping label, the package, or inside the package.
- • The return shipment includes: the original product or equipment, components, manuals, cables, documents, warranty pamphlets, and the manufacturer’s retail packaging.
- • The product is in its original condition (new, like-new, and resalable) with no visible signs of customer misuse or tampering.
- • Any serial number (or other similar identification number) on the product and its packaging matches our records. (We maintain serial number tracking for all purchases.)
- • The product has no physical or functional damage due to customer misuse, tampering, improper installation, and the product was not damaged in return shipping.
- • The product is received within 30 days of purchase.
Can I exchange my originally purchased product for a different product?
Replacement or exchange requests are valid for the same product only.
What should I do if I receive a defective product?
As an authorized retailer, we pride ourselves on selling only quality products. All our new products are shipped in their original condition (i.e. brand new, factory sealed, and contains manufacturer’s retail packaging) just as received directly from the manufacturer. Each product comes with its manufacturer’s warranty and ATD’s 30-days return policy.
If you find that your product is defective or dead-on-arrival, then please return it to us within 30 days of purchase for a refund or replacement. Please note that we will inspect and test any returned product to determine its condition, and a 20% restocking fee will be assessed for any non-defective returns. We do not accept returns after 30 days of purchase. After 30 days of purchase, we recommend that you contact the manufacturer directly regarding your product’s warranty. (For more information, please visit: Return Policy.)
If you find that your product is defective or dead-on-arrival, then please return it to us within 30 days of purchase for a refund or replacement. Please note that we will inspect and test any returned product to determine its condition, and a 20% restocking fee will be assessed for any non-defective returns. We do not accept returns after 30 days of purchase. After 30 days of purchase, we recommend that you contact the manufacturer directly regarding your product’s warranty. (For more information, please visit: Return Policy.)
How is a refund applied? How long will it take for a refund/credit to appear on my credit/debit card? Does ATD Computers offer in-store credit?
Any refund is applied back to its original payment method. After we have initiated a refund, it is up to your financial institution to make the funds available in your account. Please allow up to two billing cycles for the refund transaction to be reflected in your statement. We do not offer in-store credit at this time. To check on your refund status, please email us at customer_service@atdcomputers.com.
Will ATD Computers refund my shipping and handling fees?
All shipping and handling fees—including return shipping—are the customer’s responsibility, and these fees are nonrefundable as stated in our return policy.
At our discretion, we may refund shipping charges related to ATD Computers’ errors, such as:
At our discretion, we may refund shipping charges related to ATD Computers’ errors, such as:
- • If you received a wrong product that you did not order
- • If you paid for expedited or express shipping, and you did not receive your order by the shipping carrier’s estimated delivery date
- • If your order was lost or damaged in shipping
Does ATD Computers pay for the return shipping fee for defective merchandise?
Our return policy requires that return shipping costs are borne by the buyer. However, if your product contains a factory defect or is dead on arrival, then please request a Return Materials Authorization (RMA) within 30 days of purchase, and we may provide you with a prepaid return label at our discretion. In lieu of returning your product to us, you also have the option of contacting the manufacturer directly regarding your product’s warranty. The manufacturer should be able to assist you any product repair or replacement as applicable under warranty.
Does ATD Computers issue full refunds?
We will issue a full refund only if the return is due to an ATD Computers’ error, such as:
- • You receive a wrong product that is not as originally ordered.
- • You pay for expedited or express shipping, but your order is delivered late beyond the carrier’s estimated delivery date, and therefore, you no longer want the order.
- • Your order is delivered to you in visibly damaged conditions, and you refused the damaged shipment.
- • Your order is lost during shipping transit, and the shipping carrier is unable to recover your order.
Who is responsible for an item’s safe return?
The title for the product being returned and the risk of loss shall be with the customer at all times during the shipment of a returned product to ATD Computers. Additionally, any shipment from ATD Computers back to the customer for being ineligible for return per the return policy is also the customer’s responsibility. For your protection, we recommend that you insure your return shipment and use a traceable shipping carrier service that can provide you with delivery confirmation. Please package your item securely to protect against shipping damage. ATD will not be responsible for any return shipment that is lost or damaged in shipping transit.
Can I return my online order to your retail store for a refund?
We are unable to accept returns of merchandise purchased through www.atdcomputers.com at our retail store. For more information on returns, please visit: Return Policy.
GENERAL INQUIRIES
Does ATD Computers have a store where I can physically purchase my merchandise?
Yes, our retail store is located in Charlotte, North Carolina (USA):
ATD Computer Solutions
10610 Metromont Parkway, Suite 100
Charlotte, NC 28269
Hours: Mon - Sat, 9:00am to 6:00pm (EST).
Phone: 704-405-2800
ATD Computer Solutions
10610 Metromont Parkway, Suite 100
Charlotte, NC 28269
Hours: Mon - Sat, 9:00am to 6:00pm (EST).
Phone: 704-405-2800
Are prices and promotions the same online as they are in the retail store?
Our retail store is a separate department from our online store. Unless otherwise stated, prices and promotions (i.e. promotion or discount codes) may not be used at the retail store, and store prices and promotions (i.e. coupons or additional discounts) may not be used online. However, you have the option of placing an online order for pick up at our retail store.
What’s the difference between an open-box item and a new item?
Open-box items are generally used for display purposes, or they may have been subject to inspection upon arrival to our warehouse. Most open-box items are in new or like new condition; however, the manufacturer’s retail packaging may be opened. A brand new item is unopened with its factory seal intact.
How long will it take for ATD Computers to respond to email inquiries?
We receive a high volume of emails on a daily basis, and we strive to respond to all emails within 1-2 business days. If you contact us during the weekends or holidays, then you may not receive a response until the next business day. We appreciate your patience. If there is an emergency, then please call us at customer_service@atdcomputers.com
How often are new products added to ATD Computers’ website?
We add new products to our website frequently, and we offer special sales and promotions as well. Please check our website often for new products and great offers.
How do I learn about career opportunities or apply for a job with ATD Computers?
We’re always looking to expand our talented team to help take our company to the next level, and we’re committed to hiring the best and most dedicated professionals available. We welcome inquiries from talented individuals who are interested in joining our team. To inquire about career opportunities, please email us at info@atdcomputers.com
How do I submit a comment or idea for the website?
We’d love to hear from you! We welcome all feedback, comments, and suggestions. Please email us at customer_service@atdcomputers.com
Does ATD Computers offer technical support or product compatibility information?
Unfortunately, we do not offer technical support or product compatibility information at this time. We recommend that you contact the manufacturer directly for any technical support or product information.
How do I find product support information?
For product support, please visit the manufacturer’s website directly online. Most products contain the manufacturer’s contact information either on the retail packaging or in manuals or warranty documents included with your product. For assistance, please email us at customer_service@atdcomputers.com.
For more information:
For all other inquiries, please email us at customer_service@atdcomputers.com.
