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Support

Helpful Information

Placing and Order

How does your service work?

You can purchase products directly from the Silicon Nerd store. If you can’t find what you’re looking for in the Silicon Nerd store, you can request a custom quote for an item here.

How do I place an order?

Placing an order through the Silicon Nerd store is easy:

  1. Simply add an item to your cart and click “Checkout”
  2. Enter your billing and shipping details to calculate the shipping costs and view the delivery estimates
  3. Review your order
  4. Choose a payment method
  5. Accept terms and conditions
  6. Click “Place order”

If you can’t find what you’re looking for through the Silicon Nerd store, you request a custom quote for an item here.

Can I buy items that are not available through the Silicon Nerd store?

Yes, of course! We’re adding new products and brands to the Silicon Nerd store on a daily basis. If you can’t find what you’re looking for in the Silicon Nerd store, you can request a custom quote for an item here.

What is a custom quote? How do I confirm my custom quote order?

We’re currently working to add more brands and products to our store. If there’s a particular item that isn’t available on our store, please feel free to get in touch with us here for a custom quote. 

Simply let us know what item you would like to purchase. We’ll then provide a breakdown of the total costs including the shipping fee, product cost, and service fee. If you’re happy with the pricing, simply confirm this with us via email and we’ll send you the payment details. You’ll receive regular updates when your order is placed and shipped.

How do I place a bulk order?

If you need to place an order that exceeds the quantity limit available through our store, please feel free to get in touch with us here for a custom quote.

Can I get a quote in my local currency?

All quotes are in USD. To see the approximate cost in your local currency, we recommend visiting www.xe.com.

Pricing and Fees

Can I cancel my order for a product I ordered directly from your website? What fees apply?

Yes, you can. Cancellation fees will depend on when you cancel your order. 

  1. If you cancel your order before we have shipped your product, you will be refunded all payments less any expenses we incur in processing your refund (e.g. PayPal charges). 
  2. If you cancel your order after we have shipped your product, you will be refunded all payments less shipping fees. In this case we will need to setup a return since it is not possible to cancel shipping while product is in transit to you.

Can I cancel my order for special or custom ordered products? What fees apply?

Yes, you can. Cancellation fees will depend on when you cancel your order.

  1. If you cancel your order before we have received your product from the manufacturer, you will be refunded all payments less any expenses we incur in processing your refund (e.g. PayPal charges).
  2. If you cancel your order after we have received your product from the manufacturer, you will be refunded all payments less 50% of the service fee and any expenses incurred in reversing the order.
  3. If we are unable to return your product to the manufacturer for some reason (for example product is custom made or custom configured) then unfortunately, we will not be able to process your cancellation.

How much does it cost to use your service for special or custom orders?

Product Cost – We do not mark up the price. You pay exactly what the brand charges for the product. If you find a retailer that has a lower price than is shown on our website please let us know.

Shipping – What our shipping partner (FedEx) charges to ship the item to your door from the U.S.

Special Orders Service Fee – Special orders are for example custom made or custom configured products. This fee is what we charge to take care of the entire purchasing process for you. For each special order, the service fee is $100 for the first product and $50 for every additional product (regardless of the product cost or number of different stores you would like to buy from).

PayPal Fee – PayPal charges a 4.4% fee for each transaction. Because of the way our pricing is structured (whereby we charge a flat service fee regardless of the product cost), the PayPal fee gets passed through to the customer.

Customs Duties/Taxes – Please note that you may be expected to pay customs duties/taxes once the parcel arrives in your country which are not included in the total cost of your order, nor will they be covered or reimbursed by Silicon Nerd. Customs duties and import taxes are charged by FedEx on behalf of your local customs authority.

How is the special or custom order service fee calculated?

The service fee depends on how many items you are ordering. For every custom order, we charge a service fee of $100 for the first item and $50 for each additional item. 

The service fee is the same regardless of the product cost or type of item. 

For example, ordering two laptops from the same manufacturer would attract a service fee of $150. Similarly, ordering one camera and one phone from two different manufacturers would also attract a service fee of $150.

How is the shipping cost calculated?

Shipping costs are passed through directly from the shipping courier (FedEx) and are based on the weight and dimensions of your package.

Will I be charged customs duties or import taxes?

Please note that you may be expected to pay customs duties/taxes once the parcel arrives in your country which are not included in the total cost of your order, nor will they be covered or reimbursed by Silicon Nerd. Customs duties and import taxes are charged by FedEx on behalf of your local customs authority. Your local customs authority will be able to provide you with a quote for these charges.

Products

What can I buy?

You can buy products listed directly in the Silicon Nerd store but we also have access to thousands of brands and products. You can request a custom quote for an item here.

Are there any items I cannot buy or special order?

We cannot help you purchase items that are considered illegal or hazardous. Please visit your local customs and border protection websites for a list of prohibited and restricted items that cannot be imported into your country. We are also unable to assist with items that are extremely fragile, bulky or heavy.

Does my item come with an international warranty?

This will depend on your product and the manufacturer. Most products in the U.S. only come with a U.S. based warranty. We do recommend checking the manufacturer’s website prior to placing your order for warranty details.

How do I get my product repaired or replaced under warranty?

If your product is covered by an international warranty, you should contact the product manufacturer directly to process the warranty claim. We recommend checking to see whether the manufacturer honors international warranties before providing any order information to them. Otherwise, we may be prevented from making a warranty claim on your behalf at a later stage. 

For customers outside of the U.S. we offer a warranty return service for products purchased through Silicon Nerd for a fee of US$100 per item. You will be responsible for all shipping and store-related costs associated with the return/exchange. If you are interested in this service, please contact us at support@siliconnerd.com 

Please note that we are currently unable to provide store receipts to our customers.

How do I know the products are brand-new or authentic?

We only source products directly from manufacturers or official distributors. Please note that we do not sell used, refurbished, or open-box items due to the high risk of defects.

Can I purchase customized/personalized products?

We can certainly assist with customized or personalized products. Simply send us your preferred design and we’ll prepare a quote for your item. Please note that some stores may have extended delivery times or charge additional fees for special items or services such as monogramming.

Shipping

What countries do you ship to?

We ship from the United States to over 100 countries around the world.

What shipping options are available?

We strictly use FedEx Global Express Guaranteed service to offer fast and reliable shipping to your chosen destination. 

Can I ship to a PO Box or APO address?

Unfortunately, our FedEx does not ship to PO boxes or APO addresses. Please note that FedEx requires a full street address for delivery.

Can I ship to a parcel forwarder?

Unfortunately, we do not ship to parcel forwarders due to the increased risk of parcels going missing or being mishandled.

Can I ship to a hotel?

Unfortunately, we do not ship to hotels due to the increased risk of parcels going missing or being mishandled.

Can I place an order from a U.S. store using Silicon Nerd’s shipping address?

Unfortunately, we are unable to provide our shipping address for parcel forwarding services. Please note that all orders must be purchased by Silicon Nerd.

How long will it take for my order to arrive?

The estimated delivery time will ultimately depend on what shipping options are available and which shipping option you choose. Delivery will usually take 2-5 business days. International delivery time is generally 2-8 business days.

How do I track my order?

We will provide you with a tracking number for your parcel upon dispatch from our facility so you can monitor your parcel throughout transit. Please note that we are unable to provide store tracking numbers for your order.

Is my order insured?

All quotes include shipping insurance for loss and damage during transit up to the product cost.

Payments

What payment methods are available?

We currently accept credit card payments (Amex, Visa, MasterCard, Discover) through PayPal and wire transfers. Please note that standard PayPal transaction fees apply.

Are there any fees I have to pay for any of the above mentioned payment methods?

No we do not charge any fees or surcharges for products listed in our store.

Why do you charge a 4.4% PayPal surcharge for special and custom orders?

Unfortunately, PayPal charges a 4.4% fee for each transaction. Because of the way our pricing is structured (whereby we charge a flat service fee for special and custom orders regardless of the product cost), the PayPal fee gets passed through to the customer.

How do I pay with PayPal? Do I need a PayPal account?

If you are placing an order through our store, on checkout page you can select PayPal or Credit/Debit Card and you will be taken to a screen where you can enter your credit card details or log into your PayPal account.

If you are placing an order for a custom quote, we will send you an PayPal invoice via email. 

Please note that you do not need to set up a PayPal account to make your payment.

When do I make my payment?

We require your payment in full when you place an order.

For custom orders, we will provide you with a quote setting out the costs for your order. If you decide to proceed, we will send you instructions for your chosen method of payment. Once we receive your payment, we will purchase your items and ship them to your doorstep.

Do you offer cash on delivery?

Unfortunately, we do not currently offer cash on delivery. Please note that we require your payment in full before we can purchase your item.

Do you offer financing options?

Unfortunately, we do not offer financing options. Please note that we require your payment in full before we can purchase your item.

Can I pay with a store gift card?

Yes, we’d be more than happy to apply store gift cards to your custom quote order.

Can I pay with a debit card?

We can certainly accept payment by debit card via PayPal.

Can I get an invoice or receipt from the store/retailer for custom or special orders?

Unfortunately, we are unable to provide original store receipts as they contain our billing and shipping information. However, we’d be more than happy to provide a Silicon Nerd invoice with a breakdown of costs. 

Can I have different billing and shipping addresses?

Please make sure your billing address exactly matches your shipping address. We are unable to deliver your order to an address other than your Credit/Debit Card billing address.

Customs, Duties & Import Taxes

Will I be charged customs duties or import taxes?

Please note that you may be expected to pay customs duties/taxes once the parcel arrives in your country which are not included in the total cost of your order, nor will they be covered or reimbursed by Silicon Nerd. Customs duties and import taxes are charged by FedEx on behalf of your local customs authority. They will contact you once the parcel is in transit with payment instructions. Once your payment has been received, they will proceed with delivery to your nominated address. Failure to pay customs duties/taxes upon parcel arrival in your country will result in all shipping fees, service return fees, and any expenses associated with the return to be subtracted from refund.

How do I pay customs duties and import taxes?

Customs duties and import taxes are charged by FedEx on behalf of your local customs authority. They will contact you once the parcel is in transit with payment instructions. Most of our customers pay online or over the phone.

When do I pay duties/taxes?

FedEx will contact you once the parcel is in transit with payment instructions. Once your payment has been received, they will proceed with delivery to your nominated address.

Do you offer prepaid duties/taxes?

Unfortunately, we currently do not offer prepaid customs duties/import taxes.

How do I get an estimate of duties/taxes?

We recommend contacting your local customs authority to get an assessment of customs duties/import taxes. 

Can you declare a lower value for customs purposes?

Unfortunately, we cannot declare a lower value for your items. We are legally required to declare the purchase price of your products on the shipping and customs documentation.

Can you declare my item as a gift?

Unfortunately, we cannot declare items as gifts. We are legally required to declare the purchase price of your products on the shipping and customs documentation.

What information do I need for duties/taxes?

FedEx may request your importer registration/identification number (e.g. EIN, SSN, VAT, GST, RFC) for customs clearance so we recommend having this information ready when they contact you. If you are importing items as a company rather than an individual, the clearance process can take a little longer and you may be required to provide additional information such as your Tax ID. 

Please note that the customs process is different in each country so we recommend contacting your local customs authority for more information before placing your order.

Returns, Exchanges & Refunds

What is your return/refund policy?

We’d be more than happy to assist with any returns for items purchased from us. Please contact support if you would like to return an item. International customers will be responsible for returning the items to the U.S. and paying for any shipping and store-related charges. A US$100 service fee will also apply for each item.

When will I get credit for my return?

If your return is accepted, we will issue a refund once we receive the credit from the store. PayPal refunds may take 4-8 business days to process.

How do I initiate a return/exchange/refund?

If you need help with a return, exchange or refund, please contact our team at support@siliconnerd.com. In your email, please provide your name, order number and a detailed description of the issue you’re experiencing.

Warranties

Does my item come with an international warranty?

This will depend on your product and the manufacturer. Most products in the U.S. only come with a U.S. based warranty. We do recommend checking the manufacturer’s website prior to placing your order for warranty details.

How do I get my product repaired or replaced under warranty?

If your product is covered by an international warranty, you should contact the product manufacturer directly to process the warranty claim. We recommend checking to see whether the manufacturer honors international warranties before providing any order information to them. Otherwise, we may be prevented from making a warranty claim on your behalf at a later stage. 

For international customers we offer a warranty return service for products purchased through Silicon Nerd for a fee of US$100 per item. You will be responsible for all shipping and store-related costs associated with the return/exchange. If you are interested in this service, please contact us at support@siliconnerd.com.

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