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Canadian Shipping Policy
Customers are responsible for all import fees associated with order delivery.
UPS will charge you an import fee (Duty, GST-Customs, Brokerage, PST, and/or Duty Disbursment) if shipping through UPS Standard. Upon delivery of your shipment you will be required to pay these fees in order to receive your shipment. UPS Worldwide Express shipping methods are faster and cover some, but not all of these fees. If you refuse to pay these fees and not accept the shipment, FrozenCPU.com will ONLY refund the cost of the product minus a 20% restocking fee. We will not refund the shipping cost paid at the time of the order. USPS shipping is available for Canadian customers to also help avoid some, but not all, import fees. Please keep this in mind during checkout. Due to the fact that these are government fees FrozenCPU.com can not waive or refund these fees.
Be aware UPS charges a brokerage fee to Canada for all orders over $20.00. This is an additional payment (~$40.00) due UPS upon Delivery.
Currently there is no fee if you send via US Postal System.
Domestic Shipping Policy
FrozenCPU.com, Inc. ships each order via UPS or USPS. Rates are automatically calculated by UPS or USPS Online Shipping Calculator by accordance of weight.
UPS does not ship to PO Boxes - please select USPS
FrozenCPU.com, Inc. now fully supports APO/FPO orders online!
Shipping charges will be added to your order upon check out. Since shipping cost is based on region, charges cannot be figured until the bill to and ships to portions of the order form are filled out. Shipping information is displayed immediately following the bill to and ship to information in the check out process. This allows you to view shipping fees before any charges are placed to your credit card. By default UPS lists the highest priced shipping method so make sure to select your preferred method from the drop down list.
Shipping charges are not included in the price of the item.
Shipping time is not guaranteed; shipping cost is also not guaranteed.
We are sorry, but we can not refund the shipping charges for weather related delays.
FrozenCPU.com, Inc. does not take responsibility for delayed arrivals on packages shipped to rural areas.
FrozenCPU.com, Inc. does not take responsibility for delayed arrivals due to closed or delayed airport activity.
FrozenCPU.com, Inc. sometimes ships signature required based on the value of the order, shipping method and location of resident or business.
FrozenCPU.com, Inc. is not responsible if a package does not arrive at the scheduled delivery date as a result of Customer not being at the shipping location to sign for the package.
FrozenCPU.com, Inc. is not responsible for USPS packages with delivery confirmation numbers that declare the package as delivered but the customer cannot "find" the package. As for orders using UPS shipping methods, UPS will do their best to search for the "missing" package by filing a trace. If UPS deems the package missing, an insurance claim can be filed and a replacement order can be shipped out. Unfortunately, USPS does not provide this service and as a result, FrozenCPU.com, Inc. cannot blindly send out a replacement order if a customer claims their USPS package as "missing" when the delivery confirmation number says the package was delivered at the appropriate location. This is why FrozenCPU.com, Inc. strongly recommends selecting UPS shipping methods over USPS shipping methods.
Exchange and Cancellation Policy
From time to time, FrozenCPU.com, Inc. may, in its sole discretion, exchange products or portions of a product. Any exchanges will be made in accordance with FrozenCPU.com, Inc.'s exchange policies in effect on the date of the exchange.
We ask that you make sure when you place your order that you have educated yourself on the products and realize before you finalize your order that changes or cancellations will result in fees.
Due to the sheer volume of orders we recieve we only accept cancellations or changes on any orders through the phone during business hours. A 5% Service Fee will be deducted on all canceled orders even though the order hasn't shipped.
If a shipped order is refused or returned undeliverable there will be a resulting 20% restocking fee, a $10.00 Service Fee and no refund on shipping.
ORDER CANCELLATIONS ARE ONLY ACCEPTED OVER THE PHONE. NOT BY EMAIL OR FAX.
International Shipping Policy
FrozenCPU.com, Inc. does indeed provide international shipping.
Customers are responsible for all import fees associated with order delivery.
Payment can be made via PayPal for international orders. Bank Wire Transfers and Western Union can also be accepted, please contact Lori (Lori@frozencpu.com) or call us at 585.218.0120 for wire transfer payment information.
See also available shipping methods.
FrozenCPU.com, Inc. will not apply tax or customs charges. Each customer shall be solely responsible for all sales taxes, or other taxes, on orders shipped to any other state or Country. We will charge sales tax on orders shipped within New York State.
Terms of payment are within FrozenCPU.com, Inc.'s sole discretion, and unless otherwise agreed to by, FrozenCPU.com, Inc. Payment must be received by prior to FrozenCPU.com, Inc.'s acceptance of an order. Payment for the products will be made by credit card (Visa, MasterCard, American Express and Discover - charges will show as Liquid Cooling), PayPal, wire transfer, money order or some other prearranged payment method unless credit terms have been agreed to by FrozenCPU.com, Inc. Customers who pay via wire transfer or money order are required to provide payment within 7 days of placing the order. Invoices are due and payable within the time period noted by FrozenCPU.com, Inc. based on the purchase, measured from the date of the invoice. FrozenCPU.com, Inc. may invoice parts of an order separately. Orders are not binding upon FrozenCPU.com, Inc. until accepted by FrozenCPU.com, Inc. Any quotations given by FrozenCPU.com, Inc. will be valid for the period stated on the quotation. Customer agrees to pay interest on all past-due sums at the highest rate allowed by law.
FrozenCPU.com knows that you care how information about you is used and shared, and we appreciate your trust.
FrozenCPU.com takes every precaution to protect our users' information.
FrozenCPU.com incorporates the latest technology for securing your user information in transmission by using Secure Sockets Layer (SSL) protocol. SSL encrypts all the information you input and send to us.
The Commodo SSL certificate on every page of FrozenCPU.com web site verifies that you are in fact sending your information to us and not another web site.
FrozenCPU.com does not reveal any credit card information and your credit card information is not stored after submission to our payment gateway provider.
When users submit sensitive information via the website, your information is protected both online and off-line. Our order system has numerous checks and balances designed to stop and prevent fraudulent orders from passing through so we ask customers ordering through our website to please make sure to have your credit card has both your shipping and billing addresses listed on file!
We here at FrozenCPU.com understand that shipping and billing is NOT always possible or convenient but if such arrangements need to be made, we will need the toll-free number to card holder's services on the back of your credit card to verify billing address as well as your full name. The last four digits of your social security number for security purposes as well.
Thus this new procedure now exists making it safer and easier to order from us anywhere in the world. Please read our Shipping Policies Domestic and International. We take fraud very seriously and we will prosecute to the fullest extent of the law. We have caught fraudulent credit cards before and we will continue to catch them as our system is designed to flag even the most remotely suspicious orders.
We strongly suggest you do NOT try to fraud us as Internet/Mail Order fraud and credit card theft may seem simple but are very serious crimes.
All of our users' information is classified and restricted.
FrozenCPU.com's warehouse is a secured and locked facility. Security cameras are stationed throughout the building in conjunction with several alarm systems. Only employees who need the information to perform a specific job are granted access to personally identifiable information.
In addition, our employees are required to lock their respective workstations when they leave their desk. When they return, they must re-enter their password to re-gain access to your information.
All employees are kept up-to-date on our security and privacy practices.
Every quarter, as well as any time new policies are added, our employees are notified and/or reminded about the importance we place on privacy, and what they can do to ensure our customers' information is protected.
If you have any questions about the security at our website, please contact us through our Contact Us page.
Promotion/Sale Terms and Policy
Timed discount and coupon code offers are valid only between listed start and end times and dates. Discounts, Sales and Offers cannot be applied to orders placed before or after the specified sale/offer period. Offers do not apply to pending pre-orders that may not have shipped prior to promotion or offer. (Example: If you have a pre-existing pre-order that has not yet shipped prior to a free shipping promotion becoming active, the promotion cannot be applied since the order was placed prior to the start of the promotion).
All dates and times referenced refer to the "Eastern Time Zone" that FrozenCPU operates it's offices and facilities from. This is EST (UTC -5:00), EDT (UTC -4:00)
FrozenCPU.com, Inc. reserves the right to alter promotions and sales during the active timed period. FrozenCPU.com, Inc. also reserves the right to cancel any erroneous sales. This includes accidental backordering of promotional, sale or clearance items.
If you have run into any glitch or issue regarding a promotion or sale, please contact our customer service team.
Customers who pay with Bitcoin via BitPay can only cancel or return orders for store credit due to the ever-changing market value of Bitcoins. FrozenCPU.com cannot refund Bitcoins.
All UPS packages are fully insured.
If you receive a damaged package, you must notify us within 7 business days by phone 1.877.243.8266.
Sending back damaged merchandise voids the shipping insurance and no credit will be given. Damaged packages must be held for five days with original packaging for UPS inspection.
FrozenCPU.com, Inc. systems and parts that are purchased directly from FrozenCPU.com, Inc. by an end-user customer may be returned by Customer in accordance with FrozenCPU.com, Inc.'s "Return Policy" in effect on the date of the invoice.
Products returned for credit must be received within 30 days of invoice date and a 20% restocking fee will apply.
FrozenCPU.com, Inc. will not assess a restocking fee for defective products.
A qualified FrozenCPU.com, Inc. technician will test each returned product for defects.
Custom or customized products, cases, chasis, desks and test benches are returnable for repair or replacement only in event of defect. Items cut to a specified length or manufactured to custom chosen specifications are considered custom items. This includes anything cut off a spool (wire, sleeving, tubing) and any cables made to spec.
All returned items must be in like new condition with all related parts including screws, manuals, etc. If you have lost, thrown away, scratched or opened sealed boxes or bags - we will not accept the item!
Returns will not be accepted without a copy of the receipt and a note detailing the problem. We ask that customers please call ahead to confirm whether an item needs to be replaced or returned.
Liquid Cooling Returns:
Unfortunately due to the delicate nature of liquid cooling items, we can only offer repair or replacement for the same item in the event of a manufacturing defect. We do not accept opened item returns on these products, so make sure to always check compatibility and measurements before purchasing, as all sales are final once the item has been opened or original packaging is altered/discarded. This would require all factory seals to be intact on external and internal packaging (as is the case with brands like EK and Heatkiller). We offer measurements in the specifications tab on most product pages to assist in purchasing the correct products for your needs. We specifically do this for radiators so that there is never a need for you to remove them from the package to see if they will fit. The majority of liquid cooling items are made with materials extremely prone to tarnishing and scratching and we need to ensure to each customer that they are receiving new, untouched products as we do not sell any used or open box items on our site. Cooling fluids and liquids are not allowed back due to the nature of the products and their fragility during shipping. Customized products such as reservoirs with pumps installed are considered a custom item and cannot be returned. Unopened, still-sealed liquid cooling products are subject to inspection and returnable for store credit only. All returns on liquid cooling products must be made within 7 days of receiving your order due to the ever-changing landscape of hardware these products cool.
FrozenCPU.com, Inc. services such as sleeving or any other modifications - custom or not - may void the manufacturer's warranty of your product. If you would like to know about the modified product you are purchasing, please call our offices for specific information.
Manufacturer's warranties may be void if a product has been tampered with in a way in which it was not designed. This includes any alterations, attempts to fix issues with product, cutting, gluing, taping, sealing, caulking, sanding, shaving, etc. Please always contact us regarding warranties before attempting anything that would change the product from it's stock form.
Customers are responsible for ALL return shipping charges on merchandise for any reason. Please ship using a carrier that provides a tracking number, insurance and proof of delivery. We recommend UPS.
FrozenCPU.com, Inc. will not be responsible for items lost by the carrier.
Valid proof of delivery must include the receipt signature of an authorized FrozenCPU.com, Inc. employee.
Special / Custom Products:
Certain products cannot be returned or exchanged.
Liquid Cooling products, customized products, sleeved products, phase change products, thermoelectric (peltier) products and certain specially marked products are not accepted for returns due to the custom or delicate nature of the products. If one of these products is defective, replacement services may be provided.
Shipping Charges for Returns
FrozenCPU.com, Inc. provides shipping to the sender only.
Unless otherwise noted, shipping on products and returns is non-refundable, and returning a product comes at the expense of the customer. Customer will be responsible for paying shipping to FrozenCPU.com, Inc. for parts, accessories and barebones.
Rush Processing Policy
When rush processing is selected at the shipping selection screen, we will go above and beyond the call of duty to insure that your order is packed, labeled and ready for departure from our facility by the end of business day. UPS is really the best service for this as our pickup is very late in the day almost until 7pm in some cases. If you select USPS with rush processing, keep in mind our post office pickup is much earlier in the day. In this case, your order will ship at the UPS equivalent or whatever is cheapest for FrozenCPU to get your package shipped that day by the shipping service that is still available.
Keep in mind that custom work, modifications, testing, sleeving can hold up getting your package out by end of business day.
Other things that can hold a rush order is not being able to be contacted by phone for order confirmation. Some orders need to be verified by phone for security reasons. With all this being said our "rush success rate" is about 99%.
Same Day Shipping Policy
Orders placed before 6:00 PM Eastern Standard Time (18:00 Hours EST M-F) will be handed over to the chosen Shipper by the final pickup time. If the order is not in stock or for some unusual reason the order cannot be given to the shipper by the final pickup time, the customer will be contacted by the provided information.
Custom or modified orders, such as sleeved products, custom cases, testing, wire management, windows, switch installation or any other form of modification, will not be covered by the Same Day Shipping guarantee. Any order that requires a product to be removed from its retail packaging will not be covered by the Same Day Shipping guarantee. Usually we are successful in shipping sleeved orders out same day, but they can not be guaranteed. USPS orders are not covered or guaranteed to ship due to the variation of our postal pick up time.
Mondays and Fridays are the days with the highest volume of orders and are most likely for custom orders to be delayed. Same Day Shipping is a service that we strive for but is NOT GUARANTEED.
Store Credit Policy
FrozenCPU will issue a store credit in certain cases. You will receive an email with your store credit information. Please retain the store credit number to use on future purchases. This number can be entered on the check-out screen when you are ready to use it.
Store credits are valid for One (1) year from the date of issue.