08-28-2018 09:04 AM - edited 08-30-2018 06:59 AM
Here are some of the most frequently asked questions about our policies.
*** If your question relates to a specific order/account/return, please contact our customer service team and provide your reference number and full billing address. ***
When you place an order with Crucial, we will email you to notify you once it has been shipped. Please remember to check your SPAM folders in case the email lands there. If the tracking number on your confirmation email shows as N/A, this will mean that the delivery method you selected is not a trackable method.
You can find out more about our delivery methods, timescales, costs and tax implications here:
Once you finish placing your order, we will make a temporary authorisation of funds (pre-authorization charge) on your bank/PayPal account to verify that there are sufficient funds in your account to cover the charge. We will only ever charge your account once we have dispatched the order.
To cancel/change an order, first check the status of your order to ensure that it has not already shipped. You can do this by following the links below: UK Orders / EU Orders / US and World-Wide Orders
If a cancel option is displayed, you may be able to cancel/change your order online, using our Expert Online chat tool, or by calling us at one of the phone numbers listed below during business hours.
US: 800-336-8915 (U.S. and Canada only) or 208-363-5790
UK & EU: 0800 091 0021 (UK Freephone) or +44 (0)1355 586100 (outside the UK)
If you do not see a cancel option online, or if it is outside our business hours, we will likely be unable to cancel/change the order prior to it shipping. Please note that e-mail is NOT an effective way to cancel your order; if we have a heavy influx of e-mails to answer, your order will very likely ship BEFORE we are able to read your e-mail and cancel your order.
If we are unable to stop your order before it ships, contact Customer Service for assistance in setting up a return.
If you did not choose a trackable delivery method or if there is no tracking number available, then we would ask you to wait 14 days from the date of dispatch of the order. If the order has not arrived after this time, please contact our customer service team.
If you chose a trackable method, you will have been sent an email with the tracking details after the order was shipped (check your SPAM folder in case the email landed there). You can use these tracking details to find out where you order is. If there is no update or the order has been delayed, then please let us know.
It's rare for customers to need to return their Crucial products. However, if you need to send an item back to us, we want to make receiving a refund or exchange as easy as possible.
If you purchased the item directly from Crucial within our 45-day money back guarantee period, you can receive a refund or exchange for your purchase.
In the unlikely event that your upgrade fails after the free 45-day trial period, a limited warranty replacement is available.
Please visit the relevant returns page of your country (US, UK, EU) to request an RMA (return material authorization).We'll give you an RMA number that will help us track your return and make sure you receive your refund or exchange as soon as possible.
If you purchased the product from a reseller, we would ask you to contact the vendor directly to request a return.
When you return an item to Crucial using an RMA number we will send you an email as soon as we receive it. Please allow up to ten days for Crucial to receive the package. It can also take a couple of days to process the part through the RMA lab, after which you will receive the email to say that it has arrived.
If you have requested an exchange, we will also send you an email when your replacement order is on its way. This is to keep you up to date with every part of the process. If you receive a confirmation email of the receipt of your RMA more than 3 days ago, and you have still not been notified about the shipping of your replacement, then please contact us.
If you have chosen a refund then you should expect the funds to be paid back to you within a maximum of 10 working days. It will be paid directly to the account that you used for the original order.
If you need a quick update on your RMA progress please feel free to contact our customer service teams directly.
You will find further information about this here.
Tax questions will depend on the region you are shipping to so please refer to the details below:
UK & EU: Find out all you need to know about VAT here.
You can find out more information on purchase orders and what to include in them below:
We hope this helps. You can find out further information in the customer service section of our Crucial Store Help Knowledge Base here.