The sender assumes full responsibility to ensure the computer or parts are packed properly to avoid any physical damage caused during shipping. iBUYPOWER strongly recommends retaining and utilizing original boxes and packaging, including internal foam, if applicable, or a similar well-protected box. iBUYPOWER will not be responsible for shipping damage caused by improperly or inadequately packed product.
If iBUYPOWER receives any returns, whether computers or parts, that has physical damage, the following will be assessed:
- Did the customer pack the product with substantial packaging that should have properly protected the products? Did the customer use original packaging, including internal foam and shipping box foam and/or Styrofoam?
- Did the damage appear to be caused by the carrier during shipment?
- Did the customer initiate and assume costs of the shipment or was an iBUYPOWER shipping label provided and used for the return?
- Who assumes responsibility and who will incur costs of damage?
If the damage is deemed to have been caused by improper package by the sender, then the sender will be responsible for any associated costs.
- You may still opt to have a shipping claim settled before progressing the repair, replacement, or refund further.
- You will have the option to pay for any damage and continue the process.
- If you are non-responsive and/or unwilling to pay for up to 2 weeks from the time of receipt, then the product will be returned as-is and the RMA will be closed.
iBUYPOWER strongly advises shipping the computer in the original box and packing materials. If the original box and materials are no longer available, please use the following guidelines to ensure your products are properly protected.
- When preparing to return the computer, disconnect the computer cables, accessories, and peripherals, including the monitor, keyboard and mouse. Do not send these items back to iBUYPOWER if returning the computer back for repair. To avoid loss or failure to return, do not include the power cable unless it is suspected to be defective. If sending the computer back for refund, all of these items must be returned.
- A modern graphics card might be very heavy. You can remove it from the slot and ship it outside of the PC case to avoid stressing the connector if the package gets tossed around. Pack inside a sturdy cardboard box; never use an envelope.
- Without the original fitted Styrofoam or block foam, wrap the computer using thick bubble wrap, sturdy foam, or equivalent material. Pay special attention to the corners to ensure proper protection. Consider taping thick cardboard over the glass panel to mitigate possible breakage. Use sturdy packing tape to secure the padding material.
- Pack the wrapped computer tower inside a sturdy cardboard box. Choose a box slightly larger than the computer to eliminate large areas of open space. Place the computer upright and fill all remaining space with additional cushioning. You want to ensure a tight fit so the computer fits snugly and will not shift during transit.
- Laptops should be packed carefully using the original box or equivalent. Pay special attention to all corners and LCD screen. Never apply pressure or pack anything (e.g. a power adapter) against the screen except flat/solid padding to avoid screen damage or cracking.
- Package the product(s) in a heavy-duty cardboard box that is large enough so that the sides of the product(s) are not touching it. The box should be able to handle a weight of 40~50 lbs for most desktop computer systems or up to 20~30 lbs for laptops.
- There should be a minimum of 3- to 4-inches (7 to 10 cm) of space on all six sides of the computer. We recommend that all parts are covered by at least 1-inch of plastic bubble wrap. The 3- to 4-inch space should be fitted with block foam material. Make sure the material will absorb an impact if dropped.
- Do not use foam popcorn/peanuts, newspaper, pieces of cardboard, blankets, etc. These materials tend to shift and/or flatten in the box and allow the computer to move and make contact with the sides of the box.
- For component returns, wrap each computer accessory separately to ensure maximum protection. Pay special attention to the corners and ensure they all properly protected. This is the most common form of damage and the damage caused in shipping will void the warranty.
- If returning a CPU/processor, you must first ensure that the processor is removed carefully by pulling it straight up, never at an angle, to avoid any pins being bent. Pack the CPU/processor with material that will not allow the pins to be bent and surround that with a hard box to protect it well. CPU/Processors received with bent pins will not be accepted and you will be liable for the damage.
- When available, use anti-static bags for static-sensitive products (i.e., add-on cards, motherboards, RAM/memory, GPU/video cards, M.2 drives, CPU/processors, etc.).
- Components, especially GPU/video cards, all types of drives, and RAM modules, and peripherals must be boxed; never use an envelope. These parts are sensitive to being dropped or crushed.
- If returning multiple smaller items back in the same box, especially when sent with full computers, ensure that each item is properly identified and readily seen as a returned item. Do not wrap in newspaper or other material that can be confused as padding or packing material to avoid it being discarded without being processed.
- Pack the computer monitor and accessories in the same manner as the computer tower, using appropriately-sized boxes.
- If returning a product for credit or a refund, ensure the product is returned in like-new condition with everything that it came with: manuals, cables, software and other accessories. The box must be undamaged, which also means that you should not have made any marks, notes, or other writings on the box, manuals, registration cards, etc.
- Please include a copy of the Return form, and/or a copy of the invoice and description of the problem along with a return address and phone number. This will help us identify who the product belongs to should the shipping label fall off or is otherwise somehow removed.
- Use heavy-duty 3” packing tape rated at 60 lbs. To seal the package. Do not use masking tape - the driver should not accept the package. Use at least 3 strips of pressure-sensitive tape to ensure a tight seal.
- We suggest using a large marker to write the RMA number on the outside of the box in a place that will make it easy to see. This will greatly expedite service on the product.
- You may contact our customer service team to purchase the proper packaging materials to safeguard your shipment.
As you prepare to ship the product back to iBUYPOWER, consider the following:
- It is best to use a shipping carrier that is capable of tracking shipments, such as UPS and FedEx, for example. We do not recommend using the U.S. Postal Service unless they can guarantee a means of tracking the shipment, otherwise if it is lost, it could significantly delay a resolution.
- iBUYPOWER recommends that the shipment is insured, or you accept the risk of loss or damage during shipment.
Shipping the Return
Ship the computer, packaged well and insured, to:
iBUYPOWER Attn: RMA#_______
529 N Baldwin Park Blvd
City of Industry, CA 91746