Product FAQ
- What is the standard warranty for UTI MALL products?
Products sold by UTI MALL are supported by our Standard Warranty unless otherwise indicated. All returns require an RMA (Return Merchandise Authorization) number. Because many companies offer additional factory coverage, you should contact the manufacturer directly for information regarding eligibility and specific Terms and Conditions.
- What is UTI MALL's Software Return Policy?
Software may only be returned for refund within 30 days of the invoice date if the retail/OEM packaging is unopened and untampered with. Opened software cannot be returned for refund. If you have opened a software purchase to discover a damaged and/or defective disc, you may exchange the software for an identical replacement by contacting UTI MALL Customer Service at services@utimall.com and acquiring an RMA number. UTI MALL is not responsible for system/software incompatibility, and incompatibility issues do not qualify software as damaged or defective. Customers are encouraged to contact the respective software publisher for answers to technical questions, such as minimum system requirements, prior to purchase.
- What is the warranty for CPUs? How does the CPU warranty work?
OEM CPUs
- Refund period: 7 days from original invoice date.
- Replacement period: 30 days from original invoice date.
Retail CPUs
- Refund period: 7 days from the original invoice date.
- Replacement period: CPU manufacturers generally offer a 3-year warranty on retail processors. Please contact the manufacturer directly for specific warranty Terms and Conditions.
Additional CPU Warranty Terms
- Declaring a CPU is defective and requesting a Refund does not automatically waive the restocking fee.
- All defective and DOA CPUs will be replaced upon return, not refunded.
- UTI MALL will not cross-ship replacement CPUs.
- Your return must be postmarked within 7 days of the original invoice date to qualify for a refund.
- Physical damage of any kind will void any applicable Standard or Extended warranty coverage.
- Improper installation of CPU fans and/or improper clocking may cause CPUs to chip. CPUs that are chipped, burnt or have bent pins are considered physically damaged and cannot be returned for refund or replacement. Physical damage includes but is not limited to improper handling and/or any other type of damage sustained by irregular usage.
UTI MALL encounters bent pins regularly when inspecting physically damaged CPUs. Forcing a processor into position will not solve an installation problem and may result in applicable warranty coverage being voided.
Because Intel and AMD do not accept physically damaged processors, UTI MALL will return any physically damaged CPU to you at your expense
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What is the warranty for refurbished merchandise? Do refurbished items offer any additional warranty coverage?
Refurbished items come with a 15-day warranty from the date of the invoice only. No exceptions. The manufacturer may or may not extend to you any other warranty. This is beyond our control.
- What is the warranty for bundle specials?
If you wish to return a Bundle Special for a refund, you must return the ENTIRE BUNDLE within 30 days of purchase. Note that a 25% restocking fee will be applied on refunds. Components within a Bundle Special may be returned for replacement only. Individual items may only be returned for replacement if an RMA number is acquired within the Standard Warranty period.
- My CPU is running at a slower clock speed than what was advertised. Why?
In most cases, this is due to your motherboard's FSB settings. Please refer to your motherboard manual or contact Intel or AMD's technical support for assistance. You may also refer to Intel or AMD's web-based technical support.
- What happens when an item is out-of-stock?
When you place an order and receive notice that the product is currently out-of-stock, we will notify you about the lead-time to ship the product, once we have the information from the manufacturers.
- May I request/reserve a specific version or revision of a product?
Unless otherwise specified by the product description or title, we cannot guarantee that you will be shipped a specific revision or version numbers. Generally, our stock moves so fast that we have the latest version or revision of everything.
- Will UTI MALL test parts or assemble a system using the components I purchase?
Sorry, UTI MALL does not build, assemble or test computer components.
- Can UTI MALL advise me of whether the components I am purchasing are compatible?
We do not offer any technical assistance. We also do not offer advice on the compatibility of items. We sell ONLY individual Hardware and Software items. We are not technicians, only quality retailers with low prices. Please contact the manufacturers for accurate answers to your technical questions.
- Can UTI MALL inform me if and when it will carry an item not currently sold on the website?
Due to the large number of products available to us for purchase, we cannot comment on if and when we will be acquiring new products. However, you may submit your product requests here.
- The price of an item I purchased has dropped prior to shipment. Is it possible to get a refund for the difference?
UTI MALL does not offer any price guarantee, because industry prices change too often and too fast. If your order has not shipped, you can cancel the order online and re-order to take advantage of the new prices. All prices are as posted at the time of purchase.
- Can UTI MALL ensure that I will get a specific serial number or stepping of a product?
Aside from certain items that are designated on our website, our extensive stock moves too quickly to tag a particular item, with a particular stepping, for a particular order. We ship what we have, when we have it.
- Does UTI MALL provide contact information for the manufacturers whose products they carry?
Yes. Please "click here" to view the Manufacturer Website and Technical Support Contact.
- What are the differences between the OEM and retail versions of a product?
Retail versions may come with additional accessories, retail packaging, bundled software and warranty coverage. OEM (Original Equipment Manufacturer), White Box and Brown Box versions include the product and sometimes the drivers, but not much else. They are packaged generically and do not include software. OEM products are best-suited for system builders who don't require documentation or bundled accessories.
- What is a refurbished item? Does UTI MALL refurbish items or does the original manufacturer?
Refurbished items have been opened and touched and/or returned. Because they originate from different situations, they may or may not include accessories, documentation or retail packaging. Refurbishment is done by the manufacturer. Refurbished products are warranted for only 15 days. We recommend that you try out your refurbished product immediately after receiving it.
- Can UTI MALL Customer Support agents physically obtain a product and describe it to me?
Because our inventory is stored in our warehouses, our agents cannot physically get a hold of any product to describe it for you. All product information we have is displayed on our website. Please use the "MORE INFO" and "DETAILED SPECIFICATIONS" links to learn about products you're interested in.
- Does UTI MALL offer any technical support or advice?
UTI MALL does not offer any technical assistance. Please contact the manufacturers for accurate answers to your technical questions and for insight on how different products interact together.
- Will UTI MALL special order merchandise that is not currently listed on the website?
We do not do special orders. All the products we sell are listed on our web site. You may, however, submit a product request for us to consider.
- May I take advantage of a manufacturer mail-in rebate through UTI MALL?
For your convenience, UTI MALL advertises current Manufacturer rebates on our website. That being said, manufacturer mail-in rebate offers are fulfilled by the manufacturer exclusively. The prices on our website do not include rebate savings. Use of these rebates is limited to any terms or conditions provided by the manufacturer. If you have any questions regarding a rebate's terms and conditions and/or how to redeem the rebate, please contact the manufacturer directly.
- What does "Bare Card," "Bare Drive," or "Drive Only" mean?
These items come exactly as they are described. Although these items are brand new, they are purchased in bulk and do not include any documentation, software, color box or accessories.
Suggestion: Most drivers and documentation can be downloaded from the manufacturer's website. Refer to the Product Images to see exactly what is included with the product you're interested in.
- Why am I being assessed an additional fee by the state of California?
The Electronic Waste Recycling Act ("Act") became law in California on January 1, 2005. The primary objective of this law is to initiate a recycling program for computer products containing chemicals deemed hazardous to the environment. To fund this program, California requires retailers and e-tailers to collect, on the state's behalf, a fee for each product covered by this law. The fee is paid by the consumer at the time of purchase of the covered product. This fee will be remitted directly to the state by us and only applies to orders shipped within California.
The types of products for which we are required to collect this recycling fee include cathode ray tubes, cathode ray tube devices, flat panel screens, and other similar video display devices. The actual amount of the recycling fee will vary, based on the screen size of the product when measured diagonally, as follows:
• Greater than 4" and less than 15" -- $6.00
• Greater than or equal to 15" and less than 35" -- $8.00
• Greater than or equal to 35" -- $10.00
For more information concerning the scope and details of the Act, please refer to the California Integrated Waste Management Board's website at http://www.ciwmb.ca.gov/Electronics/Act2003 or to the Department of Toxic Substances Control's website at http://www.dtsc.ca.gov/HazardousWaste/CRTs/SB20.html.
RMA FAQ
- Is it mandatory to have an RMA number in order to return a product to UTI MALL?
Yes. You must obtain a Return Merchandise Authorization ("RMA") number within the applicable Return or Warranty period. UTI MALL will not accept returns without prior authorization and an RMA number. Once issued, RMA numbers are valid for 10 days, within which UTI MALL must receive the returned products. RMA numbers will not be extended or reissued. The customer should prominently display the RMA number(s) on the shipping label of boxes containing the returned product.
- How do I acquire a Return Merchandise Authorization number (RMA#)?
Click here to request an RMA. We ask that all RMAs be requested online for maximum efficiency.
If you have a special request, please give us a call at (877) UTI-MALL (884-6255)
- What address should I send my return to?
The address to send an RMA to is:
UTI MALL
829 Corporate Way
Fremont, CA 94539
attn: RMA# (write your RMA number here)
- May I exchange my RMA'd item for a different product?
No. We do not exchange RMA items for different items. We will only replace an RMA'd item with a different unit of the same item. If the warranty period for a refund has not yet expired, you can request an RMA Refund (subject to 25% restocking fee), order a new item, and we'll refund your original purchase after we receive your returned product.
- How do I check the status of my RMA?
Visit our RMA Status page to learn the status of your pending RMA.
- Approximately how long will it be before a refund/credit actually appears on my credit/debit card?
It takes us approximately two business days to process a credit back to your credit card and 2-3 business days for it to appear on your statement.
- I am certain that my return was delivered to UTI MALL, but it hasn't been marked as "received" on the RMA Status page. Why?
It takes one to two business days for an RMA to process as "received" once we receive it. We will update your status as soon as your RMA has been processed.
- Approximately how long does it take for UTI MALL to process an RMA?
It takes 2-5 business days for us to process and re-ship or issue a refund once we receive the product.
- Is it necessary to return each individual accessory when I send in a return? What should I include with my RMA?
Yes. All original equipment, components, manuals, cables, documents and packaging must be returned with your item in order for UTI MALL to process your RMA. Missing items will incur further charges or a lesser refund. In most cases, items sent in for RMA replacement will be replaced with a full item set, including accessories. Please return all accessories with your RMA.
- Is there a special RMA policy for Bundle Specials?
Yes. The requirements are as follows: If you wish to return a Bundle Special for a refund, you must return the ENTIRE BUNDLE within 30 days of purchase. Note that a 25% restocking fee will be applied on refunds. Components within a Bundle Special may be returned for replacement only. Individual items may only be returned for replacement if an RMA number is acquired within the Standard Warranty period.
- When and why are restocking fees applied? How much is deducted when a return is subject to a restocking fee?
There is a restocking fee of 25% on all returns for refund (RMA Refund), unless waived by a Customer Support Agent. We charge this 25% restocking fee for all returns for refund to encourage customers to purchase products they intend to keep. We offer RMA Replacement without any restocking fee to support customers who have received a defective product. For CPU and Memory refunds, any restocking fee we use will be a reflection on current market value for the same cpu item. UTI MALL does not support attempts to profit from CPU and Memory price fluctuations.
- Does UTI MALL pay the return shipping cost for defective merchandise?
No, UTI MALL does not pay the return shipping cost for defective merchandise. We are not responsible for product defects, because we do not manufacture the products we carry. However, UTI MALL will split the shipping costs with you. If you pay to send the item back to UTI MALL, UTI MALL will replace the item and ship the item to you at no charge. UTI MALL will employ every resource it has to ensure that your item is replaced promptly, without hassle.
- Will UTI MALL cross-ship replacement merchandise?
No. UTI MALL will not do the cross shipment.
- I received an email indicating that the item I RMA'd is no longer available or is backordered. What happens now?
If an RMA item is found to be on backorder and we cannot obtain the item, you will be notified by email and offered a similar replacement or a refund. We try to contact every customer in this case to find an agreeable replacement item or refund amount.
Shipping FAQ
- How do I get my Shipment tracking number?
The tracking numbers for each day's shipped orders are automatically emailed after 6:30 pm Pacific Standard Time. Alternatively, you can check your order status online to find out your tracking number.
Phone: 1-800-PICK-UPS (1-800-742-5877)
Website: www.ups.com
- UPS has my package but they have not delivered it yet. Why?
Please contact UPS at 1-800-PICK-UPS to obtain further status on your package(s). The priority of delivery within the method of shipment chosen is determined by your local UPS hub. UTI MALL would always like your packages to be delivered as soon as possible. If UPS is holding them, please contact UPS.
If the item appears to have been damaged by UPS, immediately tell the UPS driver you will not accept the package or call 1-800-PICK-UPS to submit a damaged shipment claim. If the damaged package was left for you, or if someone else signed for it, there is a grace period of around 3 days to file the damage claim. If a package looks like it might be damaged, you can tell the driver to wait while you check the contents for damage -- and if the contents are damaged, refuse the package, citing the damage. Obtain a control number from UPS and contact UTI MALL customer service. If the item appears to have been damaged prior to shipping (i.e., at the factory), immediately contact UTIMALL customer service.
Always make sure to get UPS's damage package control number for your claim.
- What should I do if an item is missing from my order?
First, verify that you have received a box for each tracking number associated with your order. If all boxes have been delivered but you are still missing an item, then check the packing material for small items. Please contact UTI MALL Customer Service at services@utimall.com, if you are unable to locate an item.
- Does UTI MALL pay the return shipping cost for defective merchandise?
No, UTI MALL does not pay the return shipping cost for defective merchandise. We are not responsible for product defects, because we do not manufacture the products we carry. However, UTI MALL will split the shipping costs with you. If you pay to send the item back to UTI MALL, UTI MALL will replace the item and ship the item to you at no charge. UTI MALL will employ every resource it has to ensure that your item is replaced promptly, without hassle.
- Does UTI MALL deliver to APO or FPO addresses?
No, we are not able to deliver to APO/FPO addresses.
- Why did UPS separate my packages?
Please contact UPS at 1-800-PICK-UPS to obtain further status on your packages.
- UPS has returned my order/package to UTI MALL. What happens now?
Once we receive the package, we will credit your credit card back in full, including any shipping costs you may have paid. A Return Merchandise Authorization (RMA) number will then be automatically generated by our system, and an email notification will be sent to notify you of the returned merchandise.
- Is it possible to request that UPS hold my package(s)? Can I have a package re-routed to a different address?
Due to fraud concerns, UTI MALL does not give UPS consent to hold packages for customers to pick up at their local UPS facilities. We humbly apologize for any inconvenience, but we feel that this precautionary measure is necessary to safeguard your purchased items. Similarly, UTI MALL will not request that a package be re-routed to an alternative location once it is in transit to the shipping address specified on the original order.
- Are shipping costs added cumulatively for each item I order, or do they decrease when multiple items are purchased together?
When you order multiple items together, your shipping cost is usually reduced, according to weight and size, safety and insurance required. Simply place all items you wish to purchase in the shopping cart, pick your state and method of shipping and apply the shipping calculator. You will be shown a total shipping cost that includes any applicable reductions. For certain items, due to significant shipping discounts already offered by UTI MALL, the shipping will be added cumulatively, unless multiple items are purchased. Your shipping charge is always as per the website.
- Does UTI MALL ship internationally?
UTI MALL does not currently ship internationally; we only deliver to locations within the United States. and Canada. All the packages go to Canada, customers are responsible for Canadian brokerage fee and local GST/PST; UTI MALL will not respond for that, customers should not refuse shipment by that reason. Any refuse shipment, customers will be charged all the fee occurred and restocking fee.
Contact FAQ
- How do I contact UTI MALL?
Customer Support contact:
services@utimall.com
Customer Support Hours:
M-F: 9:30 AM - 5:30 PM PST (Excluding National Holidays)
Customer Support Telephone Contacts:
Local: (877) UTI-MALL (884-6255)
Fax: (510) 353-9898
- What information should I provide UTI MALL when I call, email or fax?
o Sales Order Number
o RMA Number
o E-mail address (UTI MALL ID -- only necessary if the above information is not known)
o Customer Number
o Item Number(s) or description of each item in question
- How do manufacturers and vendors contact UTI MALL's purchasing team?
If your company would like to introduce its products to UTI MALL, email us at: purchasing@utimall.com
- Does UTI MALL offer any technical support or advice?
UTI MALL does not offer any technical assistance. Please contact the manufacturers for accurate answers to your technical questions and for insight on how different products interact together.
- Does UTI MALL have a walk-in store or Will Call facility where I can physically pick-up my merchandise?
We do not have a store or Will Call facility. All orders are placed online and shipped via UPS and trucking. We do not service customers in person.
- What is the address to send a return to UTI MALL?
The address is:
UTI MALL
829 Corporate Way
Fremont, CA 94539
attn: RMA# (write your RMA number here)
- Does UTI MALL have a newsletter email that I can subscribe to?
With such a vast selection of merchandise, sometimes you may overlook the fabulous deals we offer our customers each and every day. That is why we offer the UTI MALL Newsletter. Sent via email, our newsletter gathers some of our hottest selling merchandise in addition to products which have recently had their price reduced, as well as exclusive UTI MALL news and promotions.
Newsletters are sent out each week and your email address will not be sold, shared or rented to any outside parties. Please note that prices and availabilities are subject to change without notice. If you would like to sign up for the UTI MALL Newsletter, please login to your account and sign up for newsletter.
Credit FAQ
- How do refunds/credits work? How is a refund/credit applied? Does UTI MALL offer in-store credit?
The credit applied is always charged back to your credit card. We do not offer in-store credit. In the case of the initial order being paid by check or money order, we will issue a check for the refund amount. If we can do so in a timely manner, we will apply any due credit to another UTI MALL order. Because we are unaware of both your intentions and any situational details, there is nothing we can do if the credit has already been issued.
- UPS has returned my order/package to UTI MALL. What happens now?
Once we receive the package, we will credit your credit card back in full, including any shipping costs you may have paid. A Return Merchandise Authorization (RMA) number will then be automatically generated by our system, and an email notification will be sent to notify you of the returned merchandise.
- Approximately how long will it be before a refund/credit actually appears on my credit/debit card?
It takes approximately two business days to process a credit back to your credit card and 2-3 business days for it to appear on your statement.
Order FAQ
- Does UTI MALL accept phone, fax, email or snail mail orders?
All ordering, price quotes, stock status, and shipping quotes are provided online -- no exceptions. We do not accept phone, fax or e-mail orders or quotes. All pricing quotes on products and shipping are available on the website only.
- I didn't see an order confirmation page. Was my order submitted successfully?
If you didn't see an order confirmation page even though you clicked the last submit button, our server probably still received your order. This happens when communication back to your PC is interrupted following your order submission. You may wish to re-login to your account and check your order history or contact our Customer Service Department at 1-877-UTI-MALL (884-6255) to make sure your order was received.
- I think I may have inadvertently placed a duplicate order. What should I do now?
Call UTI MALL customer service at 1-877-UTI-MALL (884-6255). We will void the order for you as long as it has not yet been invoiced or shipped. If duplicate orders have been shipped, obtain the tracking number(s) for the order(s) you do not want and call 1-800-PICK-UPS to refuse those shipments. You will be refunded in full when those items are returned to UTI MALL.
- After I submit an order with UTI MALL, how will I be advised of the order's progress?
UTI MALL will keep you informed of your order via e-mail. Your tracking number will be emailed to you once the item is shipped. You may also check our online order status page for live updates.
- How can I check my UTI MALL order status online?
Go to the order status page.
- I checked my order status online and was advised that my order has been voided. Why?
If an order is placed but the credit card is declined or the shipping address cannot be verified within three business days, the order is voided. There is no way to regenerate a void order; you will have to re-order online. Please call UTI MALL customer service at 1-877-UTI-MALL (884-6255) if you believe there has been an error.
