General & Technical FAQ

Top Questions

Can I cancel my order once it has been placed?

No, we are unable to make any changes once the order has been submitted.

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Do the Products from DellRefurbished.com look "refurbished"?

Our products are visually and diagnostically inspected to ensure the highest quality standards and reliability. Our refurbished products may have some observable cosmetic imperfections, but they will not affect the performance.

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What happens if I refuse delivery?

If you refuse delivery the package will come back to DFS and a restocking fee of 15% will be assessed upon return.

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About Dell Refurbished Store

Is Dell Financial Services LLC and DellRefurbished.com affiliated with Dell, Inc.?

Dell Financial Services LLC (DFS) is a wholly owned subsidiary of Dell, Inc., the world’s leading online computer systems company. Dell’s global reach and market dominance allows DFS to directly integrate our services with the needs and demands of Dell customers the world over. DellRefurbished.com is the largest source of refurbished, previously leased Dell computers and accessories.

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Why do I need to create a new account?

We launched a new site on October 12th 2016, to make your shopping experience faster and more efficient - with advanced features and mobile-friendly navigation. This will be a one-time only requirement.

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Products

What are “Business and Education” products?

These are products sold on our site classified as Class A equipment by the Federal Communication Commission (FCC) and are intended for use in a business /commercial environment. Residential use is prohibited.

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What does "No O/S" or "No operating system" mean?

The operating system is the basic software that is necessary for your computer to function and to run programs that are installed. Units that do not include an Operating system will require one for basic functionality

Anti-virus, Anti-spyware, Microsoft Office, Word, Excel, DVD decoder software and other applications are not included with the Operating System.

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When it is indicated, which version of Window XP is installed?

Windows XP Professional. Service Pack upgrades are available at no cost when downloaded from the Microsoft, Inc. website.

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Will the item I am currently viewing allow me to access the internet?

If the item indicates "56K" in the product listing description the unit is capable of connecting to the internet through a phone line. Please contact your ISP (Internet Service Provider) to find out what their requirements are to ensure system compatibility.

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How often does DFS add product to the website?

New inventory is added as it becomes available, typically several times each week.

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Does an AC adapter come with the item I am viewing?

Yes. An AC adapter ships with each laptop.

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Does my system come with wireless capability?

"YES" indicates that a wireless card is installed. Wireless details can be found on the configuration detail tab of each product listing.

"NO" indicates that a wireless card IS NOT installed, however the ports are available to allow you to add wireless hardware.

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The item I am looking at only says it has a DVD-ROM. Will I still be able to use regular CD’s with it?

Yes. However, our items that include a DVD-ROM drive or CDRW do not ship with software to play DVD movies or write to CDs.

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Can I customize / upgrade the system I am interested in?

To help keep our costs low, all products are pre-configured and can not be modified. Each system offered for sale is prepackaged and ready for shipment. We are not able to open the packaging to change systems configurations.

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What disks or CDs come with DFS’ systems?

No disks are included. Units sold with an Operating System will have a recovery partition on the hard drive.

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Do manuals come with the computer?

No. Manuals do not come in the box. Manuals can be found on Dell’s support site
http://www.support.dell.com

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What comes with each system?

Please refer to our What’s in the Box Article included on each product detail listing page for complete information on what is included with each system.

We are pleased to announce the new Dell Video Support Center. This site has over 300 videos to help you out with software, hardware, RAID issues and lot’s of how-to’s! Please take some time to look at the videos to get a better understanding on your system. It will continue to grow each week. If your issue is not covered in the video, then please call Technical Support at 1-800-891-8595.

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Server Cosmetics

Due to the nature of server racks, outer casing may show scratches, marks and other imperfections, primarily on top, bottom and sides. Front facing view will typically be in excellent or good condition. These are cosmetic blemishes and will not affect the performance of the unit.

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What is "Dell Clearance"?

These are products in our inventory which have been discounted significantly. Items chosen as "Dell Clearance Deals" are at DFS sole discretion and limited to stock on hand. Rain checks are not available.

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Laptop Skin

A laptop skin is a durable vinyl adhesive that is applied to the top cover of the laptop. Our professionally applied skins hide top cover cosmetic blemishes while providing a sleek, like-new look that does not affect the functionality of the unit. If the skin is removed or otherwise separates from your product, the cosmetic blemishes will be visible.

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What does "refurbished" mean?

Refurbished products are visually and diagnostically inspected to ensure these items function. Refurbished systems may have some observable cosmetic imperfections, but they will not affect the performance.

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Taxes and Fees

Do you accept tax exemptions and if so, how do I place an order to receive my exemption?

No. We do not accept tax exemptions on our website.

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Why is my order being charged an Environmental Fee?

Under California law, Dell Financial Services, LLC is required to charge a fee on certain electronic products identified by the Department of Toxic Substances Control (DTSC) as Covered Electronic Devices (CEDs).

The fee is based on the ship-to address and size of video display, measured diagonally.Visit the website below for detail information:

http://www.dtsc.ca.gov/HazardousWaste/EWaste/index.cfm

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Why is tax charged and how much tax will be assessed to my purchase?

Dell Financial Services, LLC is required to collect and remit applicable sales tax based on the ship-to- address.

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Order Processing

Why haven’t I received an email concerning my order?

We batch process orders. Orders are released every morning and afternoon pending verification. It could be a day or two before you get a confirmation email regarding your order. In the event we need to contact you, please remove any SPAM blocker as this may delay your order.

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How long will it be before I receive my order?

Once we receive your order, it will typically take 2-3 days to process thru to shipment. Please make sure your billing and shipping information is accurate and matches your credit card to avoid delays in releasing your order. From time to time we may need to contact you for additional information if discrepancies are identified.

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Shipping

Can I ship an Enterprise product to my home address?

No, Enterprise products are intended for use in a business /commercial environment and must ship to a business address. Residential use is prohibited.

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Is a signature required on delivery of items?

Yes. Customer signature is required on all deliveries!

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Are there any "ship to" address restrictions?

DFS only ships to addresses in the 50 United States and District of Columbia. DFS does NOT ship to PO Boxes, APO/FPO, Hotels or Internationally.

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What does Next Day delivery and 2nd Day Delivery mean?

Once your order has been placed with the carrier your unit will ship Next Day Air or 2nd Day Air rather than 5-7 day ground delivery. Note: air shipments are optional and cost extra.

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Is there an option for same day shipping?

At this time DFS does not offer same day shipping.

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What happens if the shipping address is incorrect or I refuse delivery?

Returns for incorrect address or delivery refusal will result in a 15% restocking fee.

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Can I change the shipping method on my order after the order is placed?

No, In order for DFS to process orders efficiently & to keep costs down, we are unable to make changes to orders once they have been submitted.

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Does DFS Export?

No. DFS does not ship items purchased from DellRefurbished.com outside of the 50 United States.

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Estimated ship transit times

DFS estimated transit times based on method selected:

Ground Shipping: 5 - 7 days Tuesday - Saturday
2-Business Day Shipping: 2 - 4 Days Monday-Friday
Next-Business Day Shipping: 1 - 2 Days Monday-Friday

Orders typically ship in 1-3 business days

• Heavy volume, inclement weather, issues with payment approval or order verification may delay shipment.
• Once your order is picked up by the carrier, a shipping confirmation email will be sent to the email address associated with your account.
• All orders must be signed for. No order holds or redirects allowed by either DFS or the carrier.
• Orders ship from Lebanon, TN.
• DFS cannot change the address or cancel the order after it has been placed

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Payment

What is the Dell Financial Services (DFS) authorization charge that I see appearing on my credit card?

For your protection, we perform an authorization charge upon entry of the credit card information into our system. This is a temporarily authorization charge of $5.00 to verify the authenticity of the card number and expiration date, regardless of the address or card verification value check (CVV). This charge is removed from the account within 1-3 business days. Final credit card verification is performed immediately after the $5.00 approved authorization. We will contact you if your card is rejected or declined.

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Can I use my Dell Preferred Account (DPA)* to finance on DellRefurbished.com?

At this time, we are unable to accept Dell Preferred Account (DPA). We will be offering DPA shortly.

What payment types are accepted on DellRefurbished.com?

We accept MasterCard, Visa, American Express, and PayPal.

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Warranty

Do these systems have warranty?

Warranty on DellRefurbished.com:

All of our products include a standard 100 Day Limited Warranty. For complete details on our product warranty please click here.

Warranty on DellAuction.com:

All of our products include a standard 30 Day Limited Warranty. For complete details on our product warranty please click here.

Parts Warranty

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Returns

Is there a restocking fee if I return the product?

Yes, unless the product is defective (as reasonably determined by DFS at DFS’ sole discretion) or the return is a direct result of a DFS error, DFS will charge a restocking fee of 15% of the purchase price paid.

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What is the return policy?

You may return the products purchased from DFS within thirty (30) days from the date of the DFS invoice and obtain a credit of the purchase price (excluding shipping and handling charges and a 15% restocking fee) to the credit card account used to purchase the products. To return products, you must call DFS at 800.891.8595 to receive a Return Material Authorization and instructions on returning the system back to DFS For complete details on our return policy please click here.

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Customer Support

I have received my computer but have technical issues. Who should I contact?

Please call 1-800-891-8595 and ask to speak to a technical support specialist. Hours are M-F 9-5:30 CST.

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I have received my computer and have an issue with the packaging / configuration / functionality. Who should I contact?

Please call 800.891.8595 to report your issue to the DFS customer service team. Hours are M-F 9-5:30 CST.

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Technical FAQ

How do I run a Pre-boot system assessment or Diagnostics on my Dell laptop or desktop?

• Reboot your computer
• Tap on the F12 key repeatedly until the boot option menu appears
• Choose diagnostics on a laptop computer or hard drive diagnostics on a desktop computer

Why will my computer not boot to windows?

• Retry re-booting the system. Prior to re-booting remove the battery and power cable. Hold down the power button to remove any charge from the motherboard. You can now replace the battery and power cable and re-boot. The same process is used for both a laptop or desktop. • If computer will not boot, call 1.800.891.8595, or email US_DellRefurbished@dell.com

Why will my computer not power on or complete the self-test (No Power on Self-Test)?

• Check all the power cables to ensure that they are tightly secured into the computer system
• Check the wall outlet to ensure that it has power
• Check for any damage to the power ac adapter, cables or power connector on the computer
• Remove and replace all components (wireless card, memory, hard drive or optical drive) on laptops securely and try re-booting the system. Instructions on how to do this can be found under "manuals" for your system onwww.support.dell.com
• Confirm that the AC adapter on the laptop has a green LED and does not flicker or go out when plugged into the system
• Confirm that desktop unit has power, fans are spinning and there green diagnostics LEDs seen during the Power-On Self-Test
• If computer will not boot, call 1.800.891.8595, or email US_DellRefurbished@dell.com

Why does my battery not charge?

• Ensure that the battery has been reseated and the latest BIOS have been installed. BIOS can be found for your unit in the "drivers and downloads" section on www.support.dell.com.
• Because there are many reasons why a battery may not charge we suggest you try visit this dell link: http://www.dell.com/support/Article/us/en/19/266588/EN

How do I condition the battery to get a better charge?

• Fully charge the battery
• Power up the system
• Go into the CMOS setup by hitting "F2" on power up.
• Run the battery down while staying in the setup screen until the unit completely dies.
• Repeat the process at least 3 times, to get better battery performance.

My battery does not seem to be charging. How long does it to take to charge my battery?

• Normally it takes two hours to charge the battery if you are not operating the system. If the battery does not seem to be charging, cycle the battery. In other words, discharge then recharge it again!
• Unplug the laptop from the AC adapter and turn it on.
• Let the computer run under battery power until the laptop turns off.
• Remove the battery pack.
• Using a soft cloth, wipe off the battery packs connectors and the AC adapter connectors.
• Re-insert the battery pack.
• Plug the computer into the AC adapter and check the wall outlet, making sure the connection is firm.
• With the PC turned off, let the battery charge until the battery status light or icon glows green.
• Unplug the AC adapter.
• Remove the battery.
• Wait 30 seconds and re-insert the battery.
• Plug the AC adapter back in.
• Let the battery recharge until the battery status light turns green or the icon displays 100%.
• Now your battery should be fully charged.
• Unplug the laptop from the AC wall outlet and turn it on.

Why does my DVD reader not play a movie?

• Our units do not ship with DVD application software. However, DVD drives shipped with our products will allow you to view/browse a data DVD. To enhance your system to play DVD movies you will need to purchase a DVD play software package or Codec. Many media player programs can be upgraded to play a movie industry DVD.
• If you still have questions, call 1.800.891.8595, or email US_DellRefurbished@dell.com .
• Look under Helpful Links for DVD decoder software producers.