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Frequently Asked Questions

About Servers Direct

1. Why should I buy from Servers Direct?
2. How can I contact Servers Direct customer service?
3. Where is Servers Direct located?
4. Does Servers Direct sell my information?
5. Do I have a designated account or sales representative handling my account?

Your Servers Direct Account

6. How do I make changes to my Servers Direct account?
7. Why can't I log into my account?
8. How do I change my password?

Ordering

9. Does Servers Direct accept Purchase Orders (POs)?
10. Does Servers Direct take orders by phone?
11. How do I make changes to or cancel my order?

Shipping

12. How long does it take for my parts to ship once the order is placed?
13. How long does it take for my server or storage system to ship once the order is placed?
14. Does Servers Direct ship outside of the United States?
15. Does Servers Direct support will call pickup?
16. What is address verification?

Payments

17. What payment methods are accepted?
18. Does Servers Direct accept PayPal as a payment method?
19. Why was my debit/credit card declined?
20. Does Servers Direct charge for sales tax?

Returns

21. What is Servers Direct's return policy?
22. How do I return a product or receive a refund?

Warranties and Order Issues

23. What do I do if my order was received damaged, incomplete, or was lost?
24. What does the 3 Year Onsite Server Warranty cover?
25. What does the Standard 1 Year Limited Depot Server Warranty cover?


About Servers Direct


1. Why should I buy from Servers Direct?

With Servers Direct, you can go direct to the manufacturer, knowledge and technology source for incredible value. Visit the Why Buy from Servers Direct page for more information.

2. How can I contact Servers Direct customer service?

We are available for you by phone, fax, email, and live chat. If you have questions about your order, product engineering, shipping and delivery, or billing, feel free to contact us. We're happy to help!

Toll Free: 1 (800) 576-7931
Local: (909) 839-6600
Fax: (877) 391-6656
Email: techsupport@serversdirect.com

3. Where is Servers Direct located?

Servers Direct is located in southern California near key suppliers in the technology industry.

Our address is:
20480 East Business Parkway
City of Industry, CA 91789

4. Does Servers Direct sell my information?

No. Your privacy is important to us. All Servers Direct customer information is kept private and will never be sold.

5. Do I have a designated account or sales representative handling my account?

Yes. Every customer is assigned a dedicated server solutions consultant as their primary contact for all questions regarding server configuration, orders, and billing. Through your relationship, your server solutions consultant becomes familiar with your business and needs, enabling them to provide better advice and service.


Your Servers Direct Account


6. How do I make changes to my Servers Direct account?

To change any of your account information, log into your Servers Direct account and click your name at the top of the page. Select "Edit Profile" and edit the necessary fields. Click "Save" to store your new information.

7. Why can't I log into my account?

If you're unable to log in, check to make sure you're using the correct email address/username and password. Please note that passwords are case sensitive.

You can reset your password by clicking "Forgot password?" on the log-in page. After you submit your email address, we will send you a new password that you can then change after logging in.

Please call us at 1 (800) 576-7931, or Contact Sales here if you continue to have trouble with your account.

We encourage you to keep your login information stored in a secure location.

8. How do I change my password?

To change your password, first log into your Servers Direct account. Click your name at the top of the page. Select "Edit Profile" and navigate to the "Password" field. Enter your current password and desired new password. Click "Save" to change your password.

We encourage you to keep your account information stored in a secure location.


Ordering


9. Does Servers Direct accept Purchase Orders (POs)?

Yes. Servers Direct will accept purchase orders from government and educational organizations. For private sector purchase orders, contact your server solutions consultant or our sales department at 1 (800) 576-7931 or Contact Sales here to receive a credit application. Please fill out and return the form per instructions on the form. It will take approximately three (3) business days to process your credit application.

10. Does Servers Direct take orders by phone?

Yes. A Servers Direct server solutions consultant will be happy to take your order for components as well as fully customized server and storage systems by phone. You can contact our sales department at 1 (800) 576-7931 from 8:30 a.m. – 5:30 p.m. (PST).

11. How do I make changes to or cancel my order?

To make changes to or cancel your order, please contact your server solutions consultant or our sales department at 1 (800) 576-7931 or Contact Sales here as soon as possible. Please note that custom system orders may only be changed or cancelled within 48 hours after purchase.


Shipping


12. How long does it take for my parts to ship once the order is placed?

Upon payment confirmation, please allow 1–2 business days for the processing of parts orders.

13. How long does it take for my server or storage system to ship once the order is placed?

Upon payment confirmation, please allow 4–7 business days for assembly and quality-control testing of your server or storage system.

14. Does Servers Direct ship outside of the United States?

No. Servers Direct does not ship outside of the United States. However, we will sell to customers abroad. If you're located outside of the United States and choose to purchase from Servers Direct, it is your responsibility to pick up and/or arrange shipping of your order.

15. Does Servers Direct support will call pickup?

Yes. Servers Direct supports will call pick up at our location in City of Industry, CA. Please confirm with your server solutions consultant for the availability and lead time of will call pickup orders. Our will call hours are 9:00 a.m. – 5:00 p.m. (PST).

16. What is address verification?

For all new customers and the protection of credit card holders, we verify that the billing and shipping addresses for the order are on file with the card-issuing bank.

For any issues with orders with unverified addresses, contact our accounting department at 1 (800) 576-7931 from 8:30 a.m. – 5:30 p.m. (PST).


Payments


17. What payment methods are accepted?

Servers Direct accepts Visa, MasterCard, American Express and Discover credit cards. Credit applications and wire transfers are also accepted.

18. Does Servers Direct accept PayPal?

No. Servers Direct does not accept PayPal. Servers Direct accepts Visa, MasterCard, American Express and Discover credit cards, as well as credit applications and wire transfers.

19. Why was my debit/credit card declined?

Debit and credit cards can be declined for many reasons, including incorrect card number entry, expired accounts or a maximum daily limit. Card authorization is performed by an automated system, which does not give us the reason for decline.

If your card is declined, consider the following:

  • Try reentering your credit card information or using a different card.
  • Contact your card-issuing bank or company to see what is preventing the charge.

If you experience further difficulty, please contact us at 1 (800) 576-7931 and we will be happy to help set up a credit application or wire transfer.

20. Does Servers Direct charge for sales tax?

In most cases, no. Sales taxes are only applied to orders with a California shipping address.

If you have a current California Seller's Permit on file, please Contact Sales here or fax a copy to (877) 391-6656 and we can exclude California sales taxes.


Returns


21. What is Servers Direct's return policy?

For complete information about Servers Direct's return policy, please visit the RMA Policy section.

22. How do I return a product or receive a refund?

For product returns, please contact Servers Direct technical support at 1 (800) 576-7931 to obtain a Return Merchandise Authorization (RMA) number. RMA numbers will be void if merchandise is not received by Servers Direct within 15 days from the date the RMA number is issued. Any merchandise returned to Servers Direct without an RMA number will be refused. The following information must be provided when requesting an RMA number:

  • Invoice date and Invoice number.
  • Servers Direct item number and product serial number.
  • Detailed reason for return.

Returned components will only be accepted in sealed original packaging and will be subject to a 15% restocking fee. Special order products, custom systems and product assemblies, operating systems and software are non-refundable. Custom systems are only cancellable within 48 hours after order placement.

Please refer to the RMA Policy section for complete information about Servers Direct's return policy.


Warranties and Order Issues


23. What do I do if my order was received damaged, incomplete, or was lost?

Please contact Servers Direct technical support at 1 (800) 576-7931 or Contact Sales here. Have your sales order number or account information ready or include it in your email.

If products were damaged during shipment, alert the delivery driver at the time of delivery. Please notify Servers Direct technical support with two (2) days of delivery to file a damage, incomplete or loss claim. We'll immediately begin to repair or replace your order.

24. What does the 3 Year Onsite Server Warranty cover?

The 3 Year Onsite Server Warranty covers part replacement and onsite support for Servers Direct products in the contiguous United States. Warranty service is handled by the company Exelus.

25. What does the Standard 1 Year Depot Limited Server Warranty cover?

Servers Direct provides a one-year limited warranty from the date of invoice on systems built at its facility. This covers the quality of materials and workmanship. During the one-year period, Servers Direct will repair or replace products it determines to be defective.

For full warranty information, please refer to the Terms and Conditions page.

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