Ordering

Q: Does UpgradeMemory.com accept phone, fax, email or snail mail orders?
A: If you do not want to place your order online, we recommend placing your order with us over the phone. You can do this by calling us toll-free at 1-800-398-4959. We cannot accept orders over fax, email or snail mail. If you need assistance placing an order, please call us or use our Live Chat support.

Q: I did not receive an order confirmation. Was my order submitted successfully?
A: If you clicked on the "Submit" button and did not see an error message, but did not receive an order confirmation email, chances are good that your order was submitted successfully but communication with your PC was interrupted. Please do not resubmit your order online, as you may accidentally be billed twice. Please call us at 1-800-398-4959 and we will be happy to verify that we received your order, or we can help you place your order if it wasn't successful.

Q: How can I check my UpgradeMemory.com order status online?
A: You can check your order status or review past orders by clicking on My Account located on the top tool bar, click on Existing Users Click Here to Login, then enter the email address and password you used when you placed your order. You will be able to see any orders you have placed with us.

Q: Can I add, change or remove items from my order online once it has been submitted?
A: No, you will need to call UpgradeMemory.com at 1-800-398-4959 before your order ships to make any changes once it has been submitted.

Q: Approximately how long does it take to process my order?
A: If your order is placed before 2pm MST it can usually be processed the same day, assuming all of your billing information is correct. If this is the case, items in stock will ship out the same day. If items are not in stock they will ship out the next day but will have shipping upgraded to meet the original delivery date. The time it takes an order to ship depends on the delivery method you chose and your geographic location.

Q: Does UpgradeMemory.com offer volume discounts?
A: We are striving to keep our everyday prices as low as possible, but, we do offer volume discounts on orders over 100 pieces or $3,000.

Q: Does UpgradeMemory.com sell or release my personal information?
A: UpgradeMemory.com respects your privacy and will not under any circumstances sell or release your information to anyone. We only use your information to process and ship your order. We will only e-mail you regarding your order, shipping, any additional information you have requested, or if you specifically choose to opt-in to our mailing list.

Q: I am experiencing some trouble with my shopping cart. What could the problem be?
A: First, check to make sure that you have cookies enabled in your browser. Also, you may be behind a firewall. Also, be sure to check that your browser is up to date. If all else fails, try ordering from a different computer, or call us at 1-800-398-4959 and we can place the order for you.

Q: What is a code, and how can I get one?
A: From time to time we send out coupon codes for special deals on our site. These codes may be included in web or print ads, sent to our newsletter subscribers, or circulated at certain events. Some of our coupon code specials might include free shipping, free gifts, a percentage discount, or other specials. These coupon codes will normally run for a limited time, which will be specified wherever it is posted.

Payment

Q: Can I ship my order to an alternate address or person?
A: Yes, you can ship to an alternate address or person, although in this case you will need to enter the billing phone number that is on file with your credit card company. We may call this number for security purposes to verify that you do want to ship to this alternate address. Without the correct billing phone number we may not ship out the order. An alternate method of verifying this information is for you to list the alternate shipping address with your credit card company so that we can verify this if we call them. If you have any other questions about this, please e-mail us.

Q: Do you accept international credit cards?
A: No, at this time we only accept credit cards with a billing address in the USA. We do not ship outside of the USA.

Q: Is the UpgradeMemory.com website secure? What kinds of safeguards do you have in place to protect my information?
A: The UpgradeMemory.com website uses SSL (encryption) technology to safeguard all online transactions. For confirmation and more information, click on the Thawte graphic at the bottom of the left-hand column.

Q: What states are required to pay sales tax?
A: Currently we only charge sales tax to Colorado and California. Sales tax within these states is dependent on where you are located within the state. Otherwise, you will not be charged any sales tax on our invoice.

Q: Why was my credit card declined? I know that I have sufficient funds available.
A: There are several reasons why a credit card can be declined, including incorrect credit card number, expiration date, security code, billing information or daily spending limit. Be sure to double-check all of this information before resubmitting. If your card is still declined, please call us or contact your credit card company for more information.

Contact

Q: What information should I provide to UpgradeMemory.com when I call or email?
A: If you are contacting us to inquire about a specific order, please have the order number, name or email address under which the order was placed.

Q: Does UpgradeMemory.com have a storefront where I can pick up my order?
A: No, at this time we are not set up to service pickup orders, so all orders must be shipped out via Fed Ex.

Q: What is the address to send my return (RMA) back to UpgradeMemory.com?
A: Please send all returns to:

UpgradeMemory.com
RMA Receiving (RMA Num. ******)
3723 Haven Avenue, Suite 200
Menlo Park, CA 94025 USA

Please be sure to write your RMA number on the outside of the box, as well as on a piece of paper inside the box. Please be aware that we cannot accept returns without an RMA number, and returning a product without having an RMA issued can result in delays in refunds and exchanges.

Q: Does UpgradeMemory.com have a newsletter I can sign up for? What is the benefit to me?
A: Yes, we offer a newsletter with special offers, price updates, coupon codes, helpful articles and more. We occasionally offer special deals that are only available to subscribers of our newsletters, as well as keeping you up to date on additions and changes to our site. To sign up, please click here.

Products

Q: What happens when I order an item that is out of stock?
A: When an item is out of stock, we can almost always ship it out the next business day. If you chose any method other than overnight shipping, we will upgrade your shipping method for free to ensure that it arrives on the expected date. If you chose overnight shipping we will contact you to let you know your item is not in stock, and will work with you to get the memory to you in time.

Q: Can I request a specific brand of memory?
A: All memory is Silicon Mountain brand memory. We are unable to fulfill specific chip brand requests

Q: What brands of memory do you sell?
A: We sell Silicon Mountain-brand memory! We use a wide variety of high-quality memory and hand-pick all of the memory we sell to make sure it works. We choose the best chips (which are what most people are referring to when they ask about brands) and circuit boards and have them assembled to our exacting standards, ensuring that our memory is highly compatible and reliable. For chips, we use only the best manufacturers, including Samsung, Micron, Infineon, Nanya, Mosel and Hynix. Since all of the memory we sell is our brand, we stand completely behind our memory with our warranty.

Q: I'm seeing a different price on your site for a product than I saw recently. Why is this, and can I get the earlier price?
A: Price changes can occur rapidly in the memory industry. Memory is a commodity like gasoline, so prices can go up and down rapidly. Because of this, we can't honor old prices or guarantee that a price will be the same in the future.

Q: Can UpgradeMemory.com customer service people explain to me exactly how to install memory in my particular computer?
A: In most cases we are unable to do this because of the thousands of available systems. We have written some general memory installation guides that apply to the vast majority of available computers, and which have photos that show how installations are performed. If these still do not help, we recommend looking at your computer manufacturer's website or your system's manual, as they often have specific installation instructions and drawings for your computer.

Returns (RMAs)

Q: Do I have to have an RMA number issued to me to return a product to UpgradeMemory.com?
A: Yes, all returns must have an RMA number issued by UpgradeMemory.com. We cannot accept any returns without an RMA number, so returning a product without an RMA number will greatly delay refunds and exchanges. We are not responsible for the loss or damage of products returned without an RMA number.

Q: How do I obtain an RMA number?
A: You can easily get an RMA number by emailing or calling us with the problems you're having. Giving us more details about your computer and the problems you're having will allow us to issue you an RMA number sooner. Please allow 48-72 for us to issue you an RMA number, but we make every effort to get it to you even sooner.

Q: To what address should I send my return?
A: Please send returns to:

UpgradeMemory.com
RMA Receiving (RMA Num. ******)
3723 Haven Avenue, Suite 200
Menlo Park, CA 94025 USA

Q: I'm certain that my RMA has been returned to UpgradeMemory.com but I have not received a refund yet. Why is this?
A: It takes us one to two days to process RMAs after they have been returned, and after we refund money to your credit card, it takes 2-3 days for your credit card company to apply refunds back to your account.

Q: When I send in my RMA, what do I need to include in the box and how should I package it?
A: When shipping your RMA back to us, it will speed up the processing time if you include the product, a copy of your original invoice and a piece of paper with your name, address and RMA number. You can ship the memory back in any box you like and by any shipping method, but make sure the product is protected, both with padding and a static-proof bag. We highly recommend using a shipping method that gives you proof of delivery or a tracking number, so that you can guarantee the memory made it back to us. If you use a non-insured method and do not have proof of delivery, we cannot honor the RMA if we do not receive it.

Q: What is your policy on restocking fees?
A: UpgradeMemory.com does not charge a restocking fee for memory returned within our 30-day return period. Memory returned for a refund after our 30-day return period will be subject to a 20% restocking fee.

Q: Who pays for shipping on returns?
A: Occasionally (but rarely) customers will receive a module that doesn't function. If this happens UpgradeMemory.com will pay for all return shipping costs by issuing a prepaid shipping label (also known as a call tag). A call tag allows you to simply print out a return label and drop off the package at any FedEx station or drop box.

For all returns for credit where the module is in a working condition, the customer will be responsible for the shipping charges. We recommend sending the product back insured with delivery confirmation.

In all cases, please contact us for an RMA # prior to returning any product. The RMA# must be written on the outside of the returning box.

Q: Can I get my replacement part cross-shipped to me?
A: Yes, we can certainly process cross-shipped RMA's. In order to cross-ship a replacement, we will charge your credit card for the replacement part. Once we receive the original memory back from you we will refund your card for the full amount minus the original shipping cost.

Shipping

Q: How do I get my FedEx tracking number?
A: We automatically email tracking numbers each day for all orders that have shipped. If you do not receive a tracking number email by the end of the second day after you place your order, please email customerservice@upgradememory.com with the subject "Tracking number", give us your name and order number, and we will let you know your tracking number.

Q: How do I contact FedEx about tracking my order or for special delivery instructions?
A: Phone: 1-800-GO-FEDEX Online: www.fedex.com

Q: FedEx shows my package is at a local station but has not been delivered yet. Why?
A: For delivery questions once the package has left our warehouse, you'll need to contact FedEx directly at 1-800-GO-FEDEX. Once packages leave our warehouse we have very little control over how they are delivered, but FedEx can give you detailed information about your shipment.

Q: What should I do if my package appears to be damaged?
A: If the item appears to have been damaged by FedEx, immediately tell the FedEx driver you do not want to receive this package or call 1-800-GO-FEDEX to submit a damaged shipment claim. If the damaged package was left or someone else signed for it, there is a grace period of around 3 days to file the damage claim. If a package looks suspiciously damaged, you can tell the driver to wait and open it to make sure the contents are not damaged and then if they are refuse the package claiming the damage. Obtain a control number from FedEx and call UpgradeMemory.com customer service at 1-800-398-4959 to obtain a return (RMA) number. If the package was not damaged, but the product inside appears to be, contact us immediately at 1-800-398-4959 to obtain an RMA number.

Q: What should I do if my shipment is missing an item?
A: Please double-check all packaging to make sure no additional items are hidden within the packing material. If you are missing items, please call us at 1-800-398-4959 for resolution.

Q: Does UpgradeMemory.com ship to APO/FPO addresses?
A: Yes we do. We offer an APO/FPO shipping option for $14.50.

Q: If I refuse a package, or if FedEx somehow returns my package to UpgradeMemory.com, what happens next?
A: If this occurs, we will receive the packages back and then refund the customer in full. If this occurs accidentally and you still want the order, please contact us immediately upon not receiving the package so we can resolve the issue and get the order to you properly.

Q: How can I get FedEx to leave a package without requiring a signature?
A: Please call or email us as soon as possible after you place your order so that we can inform FedEx to not require a signature for delivery.

Q: Does UpgradeMemory.com ship internationally?
A: UpgradeMemory.com does not currently ship internationally. We can only ship memory within the United States.