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ORDER INFORMATION

  1. What is my order status?

  2. When will I get my RazerStore 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 RazerStore Support.
    • More questions?Back to Main Help Page
  3. 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.
    • More questions?Back to Main Help Page
  4. 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.
    • More questions?Back to Main Help Page
  5. 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.
    • More questions?Back to Main Help Page
  6. 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.
    • More questions?Back to Main Help Page
  7. 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.
    • More questions?Back to Main Help Page
  8. 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.
    • More questions?Back to Main Help Page
  9. 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.
    • More questions?Back to Main Help Page
  10. How will the charge show up on my credit card?

    • The charge for your order will appear on your credit card as: "WWW.RAZERZONE.COM"
    • More questions?Back to Main Help Page
  11. Can I order without a credit card?

  12. 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).
    • More questions?Back to Main Help Page
  13. 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.
    • More questions?Back to Main Help Page
  14. 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.
    • More questions?Back to Main Help Page

SHIPPING INFORMATION

  1. 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 Shipping timeframe Shipping cost if order total is less than US$79 Shipping cost if order total is more than US$79
      Standard Shipping Delivers in 6-10 Business Days after order ships $10 Free
      Express Shipping Delivers in 3-5 Business Days after order ships $20 $10
      Priority Shipping Delivers in 2-3 Business Days after order ships $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.
    • More questions?Back to Main Help Page
  2. 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:
      1. Go to yourOrder Historyto select your order
      2. Go to “Delivery Method” to view your shipment delivery information.
      3. If your order has shipped, you will seeand this links to your shipment delivery details including the estimated order delivery date.
    • More questions?Back to Main Help Page
  3. Do you ship to my country?

  4. 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.
    • More questions?Back to Main Help Page
  5. 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.
    • More questions?Back to Main Help Page
  6. 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.
    • More questions?Back to Main Help Page
  7. 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.
    • More questions?Back to Main Help Page
  8. 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.
    • More questions?Back to Main Help Page
  9. Do I have to be available at home to pick up items upon delivery?

    • To ensure the safe delivery of your products, RazerStore requires our carriers to obtain a valid proof of delivery. RazerStore recommends that you or an authorized party receives your delivery.
    • More questions?Back to Main Help Page

TECHNICAL ASSISTANCE

  1. How do I get technical support for my product?

  2. 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.
    • More questions?Back to Main Help Page
  3. 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.
    • More questions?Back to Main Help Page
  4. 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.
    • More questions?Back to Main Help Page

RETURNS AND CANCELLATIONS

  1. What is your refund policy?

  2. How do I request a refund?

  3. 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.
    • More questions?Back to Main Help Page
  4. How can I return my items?

PRIVACY AND SECURITY

  1. What is your privacy policy?