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FAQ
- Order Information
- Shipping Information
- Technical Support
- Returns and Cancellations
- Privacy and Security
- Restorify
Order Information
What is my order status?
- You can view your order status by looking up your order.
When will I get my Razer.com order?
- Once your order has been handed over to the carrier for delivery, you will receive a Shipment Confirmation email. After your order ships from our warehouse, delivery will take 2 to 10 business days. For more details, refer to Shipping Guide in Razer.com Support.
What payment methods can I use?
- We accept PayPal, Visa®, MasterCard®, American Express®, and Diner’s Club®.
Our servers encrypt all information submitted to them, so you can be confident that your credit card information will be kept safe and secure.
Should I use spaces or dashes when I enter my credit/debit card number?
- No. Enter your credit/debit card number without any spaces or special characters. It should be entered as a continuous string of numbers.
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.
Why is my credit card being rejected?
- There are many possible reasons for a credit card not being accepted:
- The card is expired.
- You have reached or exceeded your credit limit.
- You have exceeded your daily charge limit.
- A computer at either end of the transaction is having technical problems.
- If you have problems submitting your credit card payment you can contact Customer Service for help. When you contact Customer Service you may be asked for any error message numbers you received, as well as the reference number seen in the shopping cart.
Why is my debit card being rejected?
- There are many possible reasons for a debit card not being accepted:
- The card is expired.
- You have exceeded your available money in your account.
Would I be charged a cross border transaction fee?
- You may be charged a cross border transaction fee if your transaction takes place in a different country from the one where your card was issued. This cross border transaction fee is being charged by the issuing bank. You may refer to the terms and conditions for your card or contact the issuing bank for more information.
When will my credit/debit card be charged?
- For purchases of physical products, you won't be billed until your product is being prepared for shipment. This includes any preordered or backordered products.
How will the charge show up on my credit card?
- The charge for your order will appear on your credit card as: "WWW.RAZER.COM"
Can I order without a credit card?
- Yes. In addition to credit cards we accept debit card and POLi.
Do I have to pay sales tax?
- All orders are subject to sales tax or VAT according to the ship-to location. Razer will charge the corresponding sales tax or VAT upon receiving your order.
Razer does not honour tax-exempt orders and resale exemption certificates.
The price indicated includes anticipated sales tax or VAT that we will collect from you based on information you make available to us. The total price may change during the course of the shopping session depending on a number of factors. However, you will have the opportunity to review the final price we will charge before you submit your order. A national sales tax or VAT rate will be applied on physical goods for customers based in EU countries. This sales tax or VAT may not be shown as a separate charge during checkout and may instead be included in the product price (Sales tax or VAT inclusive pricing).
How do I get a copy of my invoice?
- You can print a copy of your invoice from the Order Information page.
Click here to look up your order and print a copy of your invoice.
What do I do if I forgot my password?
How will you know where and how to send my physical product?
- If you order a physical product, a Shipping Information page will appear during checkout so you can enter a shipping address and choose a shipping method.
Shipping Information
Has my order shipped?
- Razer offers US customers three shipping methods: Standard, Express, and Priority.
All US orders are eligible for Standard or Express shipping.
Priority shipping may be available depending on the items purchased and the shipping address.
During check out, you will be able to select from the available shipping methods.
Pricing for shipping depends on your order subtotal, and the shipping method you select.Shipping method Delivers In Shipping cost if order total is less than US$79 Shipping cost if order total is more than US$79 Standard 5 - 7 Business Days $10 Free Express 3 - 5 Business Days $20 $10 Priority 2 - 3 Business Days $25 $15 - Your order may be split into separate shipments as items may ship from different warehouses. Each shipment may be delivered separately and on different days.
- Shipping FAQ:
- Q. How does an order qualify for Priority Shipping?
A. Priority shipping depends on item availability and the shipping address. - Q. If my order qualifies for Free shipping, can I upgrade and pay for Express or Priority shipping?
A. Yes, during checkout, you can select Express shipping, and if applicable, Priority shipping. The value of Standard shipping will apply as a discount to Express or Priority shipping. - Q. Can I upgrade the shipping method after my order has been placed?
A. Once your order is placed, it’s immediately sent to warehouse for processing, so we are unable to amend the shipping method. - Q. Will my order ship the same day the order is placed?
A. The order will ship the next Business day. Ex: If an order is placed on a Friday, it will be shipped out on Monday.
How do I get my tracking number?
- Once your order has been handed over to the carrier for delivery, you will receive a Shipment Confirmation email.
- Delivery will take 2 to 10 business days after the order has shipped.
- To track your order:
- Go to your Order History to select your order
- Go to “Delivery Method” to view your shipment delivery information.
- If your order has shipped, you will see
and this links to your shipment delivery details including the estimated order delivery date.
Do you ship to my country?
- There are more than 30 countries where Razer.com ships to. We do not ship to freight forwarders. Please see our International Store Directory to find out if Razer.com serves your country.
Do I have to pay customs fees?
- Your order may be subject to additional taxes, duties and/or fees (including customs clearance) charged by the destination country. Please contact the destination country’s customs office for more information.
When will my backorder ship?
- Although we try to maintain stock of all items in our warehouses, occasionally an item will be backordered because it is temporarily out of stock. As soon as your order can be fulfilled, you will receive a Shipment Confirmation email. If you paid by credit card, we do not charge your credit card until we are ready to ship your order.
Can I change my shipping address?
- Your submitted order is sent to our warehouse for shipping immediately so we are unable to amend your order. If your package could not be successfully delivered, it will be returned to the warehouse and a credit will be made to your payment method.
Can I have my order delivered to an address other than my home?
- During checkout, you may select a shipping address that is different from your billing address. Please ensure that you or an authorised representative is able to receive the delivery.
For security reasons, we are unable to deliver to a PO box.
Can I change my shipment method?
- Your submitted order is sent to our warehouses for shipping immediately so we are unable to amend your order.
Do I have to be available at home to pick up items upon delivery?
- To ensure the safe delivery of your products, Razer.com requires our carriers to obtain a valid proof of delivery. Razer.com recommends that you or an authorized party receives your delivery.
Technical Support
How do I get technical support for my product?
- For assistance with the installation, use, or uninstallation of your product, please contact Customer Support Team.
Why do I need to set my browser to accept cookies?
- Our commerce system is cookie dependent. We use cookies to serve you content (including product information), track products in your shopping cart, as well as discounts and other attributes of your order. The cookie identifies your cart contents (products, discounts, etc.) or order information (billing and personal information is not saved in the cookie). Each time you make a purchase on the site, the cookie is used to speed up the checkout process and enhance your shopping experience.
Are cookies a security risk?
- Our commerce system encrypts all cookies to maintain your security. Also, the cookie contains no personal information, just a unique identifier for our system to recognize your browser.
How do I set up my browser to accept cookies?
- If you're using Microsoft® Internet® Explorer® 6.0 or higher, on the Tools menu, click Internet Options. Then, in the Internet Options window, click the Privacy tab. The default setting is Medium, which allows you to accept cookies. You can move the slider to change the security setting if it is not set to Medium. If the setting is Custom click the Advancedbutton and make sure both first-party and third-party cookies are set to be accepted.
If you're using Microsoft® Internet® Explorer® 5.x, on the Tools menu, click Internet Options. Click the Security tab. Select the Internet zone and click Custom Level. Scroll to the Cookies options and select Enable.
If you're using Mozilla® Firefox® 2.0 or higher, on the Tools menu, click Options. Click the Privacy tab and select Accept cookies from sites.
Returns and Cancellations
What is your refund policy?
- You can find our refund policy here.
How do I request a refund?
- To request a refund, contact Customer Support.
How do I cancel my order?
- Orders for in-stock items are sent to our warehouse for shipping immediately after you place the order and your payment processing is complete. To request a cancellation of backordered items, please contact Customer Support.
If you requested for an order cancellation and receive a Shipment Confirmation notification, please contact Customer Support.
How can I return my items?
- If you're dissatisfied with an item you have received, you may:
- Start a return
- Contact Customer Support for a Return Merchandise Authorization (RMA)
- For details on items eligible for return, how to process a return, and refund information, see Returns and Refunds.
Need help with Respawn Product Returns?
Frequently Asked Questions
How is my product’s footprint calculated?
- Our team has developed a model to calculate carbon emissions based on life cycle assessment of product categories available in the market. As details specific to each product and brand are limited, the carbon footprint calculation is an estimate. These calculations will be benchmarked against the industry average to ensure that we deliver high-quality calculations to our partners and customers.
What is the quality of the carbon offsets?
- We are aware that there are still growing pains when it comes to carbon offsetting and that not all carbon credits are equal. As such, Restorify, our carbon offset program, only works with carbon offset projects certified by recognized registries. We have started to curate a diverse portfolio of high-quality carbon credit projects of which they must adhere to the following 4 principles: additionality, traceable, co-benefits and monitored
How do I know that I am contributing to carbon reduction?
- Your payment represents your contribution towards our carbon offset program. Our carbon offset program has set aside carbon credits for our valued customers and will retire these carbon credits from recognized registries in advance of your purchase. The retirement of the carbon credits in advance of your purchase aims to avoid double counting and ensures carbon credits that have been set aside are responsibly utilized for the purpose of this program. More information on the carbon credit project will be shared upon delivery of your purchase.
What do I receive from my contribution?
- You will receive an electronic certificate, upon point of delivery, that provides information on your total amount of carbon emission offset and the carbon credit project that your contribution is based on.
Still need help?
Can’t find a solution? Get help from our Razer Insider community or contact our award winning support team.