Shipping Currently Available to USA Addresses Only
Welcome to The Supermicro eStore

    Frequently Asked Questions (FAQ)

     

    • Account
    • Ordering
    • Payments
    • Warranty / Returns (RMA)
    • Shipping and Delivery
    • Website
    Account

    How do I change my name and/or email address? 
    To change your name or email address, log in to your account and click on “My Account” and then click on “Account Information”. From there you should be able to change your first and last name and email address.

    How do I change my password? 
    To change your password, log in to your account and click on “My Account” and then click on “Account Information”. From there click on the checkbox “Change Password”, you will need to enter your current password and the password you wish to change it to and click on save.

    How can I register my Supermicro system to check warranty and validated parts (Serial Number Checker)? 
    To register your Supermicro system, you must first have a registered Supermicro eStore account.
    • Log in to your account and click "My Account"
    • Click on "My Registered Systems"
    • Click on "Add System"
    • On the following page, you must enter a valid Supermicro system serial number and Customer ID only
    • Please check the checkbox to agree to the Supermicro Agreement and click on the "Register" button to successfully add your Supermicro system.
    Where can I find the Customer ID? 
    Customer ID could be found on your Supermicro invoice or any related purchase documents. Note: Only Supermicro direct customers have a Customer ID.

    If I purchased a Supermicro system from a reseller/partner, can I use Serial Number Checker? 
    No, Serial Number Checker is used for Supermicro direct customers only. If you’ve purchased from a reseller/partner, you must check with them for warranty and any other related information.

    How do I opt in/out of the Supermicro newsletter? 
    To opt in/out of the email newsletter, log into your account and click on “My Account” and then click on “Newsletter Subscriptions”. From there you can check on “General Subscription” box if you wish to subscribe to the email or uncheck it if you wish to unsubscribe to the email newsletter and then click on save.

    Why can't I log into my Supermicro account? 
    The email address or password provided may be wrong. If you forget your password, click on "Forgot Your Password?". From there, you can enter your email address and you will receive an email with a link to reset your password. Note: If you do not see an email, please check your spam/junk folder or it might have been filtered by your company’s email service.

    Can I place an order on the eStore without a Supermicro account? 
    No, a Supermicro account is required to place an order.
     
    Ordering

    How long does it generally take to process an order? 
    Orders typically take within 24 hours to process. However, if there is a payment issue it may take longer than 24 hours to process.

    How can I check the status of my Supermicro order? 
    To check the status to your Supermicro eStore order, log in to your account and click on “My Account” and then click on “My Orders”. From there you can find your order that you want to check the status on and click “View Orders”.

    How can I track my Supermicro order? 
    There are two ways to track your Supermicro order, one through tracking information via email and the other is under “My Account”. Once we have shipped your order out, you will automatically get an email notification that will include your tracking number. Another way to track your Supermicro order is to login to your Supermicro account and click on “My Orders”. From there you choose the order you would like to track and click on “View Order” and the tracking number should be on the page.

    Can I change my order once it has been submitted? 
    You will be able to change or cancel your order before we process your order. If your order is in the “pending” process under your order status then you’ll be eligible to cancel or change your order. If your order is in the “processing” process then we will not be able to cancel or change your order.  

    How do I cancel my order?
    To cancel your order, please log into your account and go to "My Account" and then click on "My Orders". From there, you should be able to cancel your order unless it is in the "Processing" status already.

    What does status “on-hold, pending, cancel, process, or complete mean?” 
    On-Hold: We are preparing your order for review.
    Pending: We are reviewing your order for processing. You will be able to make any changes or cancel your order.
    Canceled: Your order is canceled and will not be processed.
    Processing: We are preparing the order for shipment (you will not be able to cancel or make any changes to your order).
    Complete: We have successfully shipped your order out. The tracking number should be available on my orders page.

    Does Supermicro eStore offer volume pricing or discount? 
    No, Supermicro eStore does not offer volume pricing or discounts. 

    May I combine two separate orders to save on shipping costs? 
    Sorry, you will not be able to combine two separate orders to save on shipping costs.

    Does Supermicro sell or release my personal information? 
    Supermicro eStore will never sell or release any personal information.

    What happens when an item is out-of-stock? 
    If the item you wish to purchase is out of stock, please contact us through either live chat or email and we will try to get back to you as soon as possible.

    Who do I contact if I need to place a large volume order? 
    Please contact our live chat or send us an email through our Contact Us page for more information.

    Can Supermicro use registered mail for my APO/FPO order? 
    Please contact our live chat or send us an email through our Contact Us page for more information.

    How can I check if a Supermicro eStore item is compatible with a System, Motherboard, or Add-on Card? 
    There are two ways to check if an item is compatible, one through the Supermicro Parts Finder on the home page, and the other through Part Validation under any specific product. For both, you must enter a valid SKU# to validate.

    What if a Supermicro eStore item is not compatible with a System, Motherboard, or Add-on Card? 
    If the item is not compatible with a system, motherboard, or add-on card, and you wish to find an item that is, please contact us through either live chat or email and we will try to get back to you as soon as possible.

    How can I purchase a Supermicro item not sold on the eStore? 
    If an item is not sold on our eStore, please check with our resellers/partners for availability and pricing. If you have any further questions, feel free to contact us through either live chat or email and we will try to get back to you as soon as possible. 

    Does Supermicro eStore provide price quotes?
    Yes, but only for products sold on the eStore. Please check with our resellers/partners for availability and pricing of products not sold on our eStore.

    Does Supermicro price match?
    No, Supermicro does not price match. 

    Can I un-cancel an order? 
    No, canceling an order is permanent and you would have to place a new order. 

    Why was my transaction declined? 
    There are several reasons why the transaction was declined such as your bank/credit card company not approving the transaction due to insufficient funds, large purchase amount, invalid credit card number or expiration date. Please contact them to resolve any outstanding issues. 

    Another reason could be a CCV mismatch where the card code (a three- or four-digit security code that is printed on the credit card) provided in a transaction does not match with the card code on file at the credit card issuing bank. 

    If you still have any issues or concerns, please contact our live chat or send us an email through our Contact Us page for further details.

    What does it mean my transaction was declined due to an AVS mismatch? 
    AVS mismatch means the billing address provided on your order does not match the billing address that is tied to the bank/credit card. 

    How long does it take for held charges on my bank/credit card to clear after a transaction has not been completed or has been denied? 
    Depending on the bank/credit card company, it could take anywhere between 2-5 business days.

    How secure is information about you? 
    • The security of your Personal Information is important to us, we protect your information using commercially technical and administrative security measures to reduce the risks of loss, misuse, unauthorized access, disclosure and alteration. Some of the safeguards we use are firewalls and data encryption, physical access controls to our data centers, and information access authorization controls.
    • We reveal only the last four digits of your credit card numbers when confirming an order. Of course, we transmit the entire credit card number to the appropriate credit card company during order processing.
    • It is important for you to protect against unauthorized access to your password and to your computer. Be sure to sign off when finished using a shared computer.
    What personal information about you does Supermicro eStore collect? 
    "Personal Information" is information that can be associated with a specific person and could be used to identify that specific person whether from that data or from other information that Supermicro has or is likely to have access to. We do not consider Personal Information to include information that has been made anonymous or aggregated so that it can no longer be used, whether in combination with other information or otherwise, to identify a specific person.
    We collect Personal Information from you and the devices you use to access or use our Services. Categories of Personal Information we collect include, but are not limited to information: 
    • You give us when you use our Services.
    • We collect automatically when you use our Service.
    • We collect using Cookies, Web Beacons and Similar Technologies.
    • We collect or obtain from other sources.
    Examples/Types of Personal Information we collect:
    • Account Information: Tells Supermicro who you are, how to ship products to you, how to contact you, and billing information.
    • Passwords and IDs: Provides you with access to your profile areas and to protected content.
    • E-mail: Raises and/or responds to questions and to distribute information about Supermicro and its products and services.
    • Transactions: Shows which products and services you have requested.
    • Your feedback and Post-Sale Support: Provides a mechanism for you to request information or support from Supermicro.
    Payments

    What Payment methods does Supermicro accept? 
    Supermicro eStore accepts Visa, MasterCard, and American Express.

    Does Supermicro charge tax? 
    Supermicro charges tax in CA, WA, MA, TX, UT, FL, NJ and GA.

    Does Supermicro charge tax on shipping?            
    Supermicro charges tax in shipping in WA, GA, TX, and NJ.

    May I pay using a check or money order? 
    Supermicro eStore does not accept check or money order.

    The price of an item I purchased has dropped prior to shipment. Is it possible to get a refund of the difference? 
    Sorry, we do not offer any price guarantees because industry prices change often.

    Does Supermicro allow split payment methods?
    No, you may only use one payment type per order.

    Warranty / Returns (RMA)

    What is the standard return policy for Supermicro eStore products? 
    Customers will have 30 days from the day they have received the product to return the product to us. Please note: in order to return anything to us, you are required to contact us so we issue you an RMA#.

    How do I return a Supermicro eStore order?
    To return a Supermicro eStore order, please visit our request RMA online page and fill in all the information needed.

    What is the warranty policy for Supermicro eStore products? 
    Memory - 5 year warranty
    2.5-inch HDDs - 5 year warranty
    3.5-inch HDDs - 3 year warranty
    I/O Shields/Fans/Heatsinks - 1 year warranty
    Transceivers/Cables - 1 year warranty
    Drive Trays/Rail Kits - 1 year warranty
    Power Supplies/Power Distributors - 1 year warranty

    Does Supermicro eStore offer any technical support or advice? 
    Yes. We ask prior to contacting us, please visit our supermicro.com FAQs to see if your question is listed on the there. If not, please feel free to contact us through our live chat or email us. 
     
    Does Supermicro eStore offer an exchange for a different item? 
    Sorry. Supermicro eStore does not offer an exchange for a different item.

    Will Supermicro eStore pay for my return shipping? 
    The shipper will be in charge of paying for shipping back to us.

    How long does it take to process my return/exchange? 
    All product replacements are subject to quantity available in Supermicro eStore stock. The return/exchange process should take between 1-2 weeks. If Supermicro does not have stock to replace the returned products, Supermicro shall have at least 30 days to manufacture and replace the returned products. If for some reason the part(s) is unavailable, we will offer a credit back at the current with year usage price.

    Does Supermicro eStore do cross-shipping? 
    Yes, Supermicro eStore provides cross-shipping service. Please submit an Online RMA Request and select “Return for cross-shipment”.

    What does Return for Cross-Shipment mean? 
    Cross-shipment means shipping a defective product back while you get another sent to you prior or during this process. Your credit card information will be needed to proceed.

    Can I cancel my order before it gets shipped out? 
    If you wish to cancel your order before it gets shipped out, please contact us through live chat as soon as possible. Please keep in mind that once warehouse has received the order, you will not be able to cancel your order. 

    How do I check the process of my return? 
    The quickest way to track your return or RMA is by contacting our live chat. If we are not available, please send us an email through our Contact Us page.

    How do I check the process of my non-eStore related return or RMA? 
    Please contact the Supermicro RMA Department directly at 408-503-8000 (ext. 4 or ext. 8080).

    Does Supermicro charge restocking fee? 
    Any return for a refund may be subject to a restocking fee of up to 15%. 

    Shipping and Delivery

    What shipping methods are offered on Supermicro.com? 
    We offer standard shipping (3-5 business days), expedited shipping (2 business days), and overnight (next business day).

    Where does Supermicro orders ship from?
    Majority of the orders will ship from California.   

    What happens if I miss the package delivery? 
    If you missed the package delivery, please check with the shipping carrier to arrange for delivery or pickup.

    What should I do if an item is missing from my order?
    Please verify you’ve received a box for the tracking number associated with your entire order. In rare cases, orders may come in different packages/shipment. Please contact our live chat representative or send us an email through our Contact Us page.

    My order has already shipped, but I need to change the delivery address or recipient’s name. How can I change this? 
    If you need to change the delivery address or recipient’s name after your order has been shipped, please contact our live chat or send us an email through our Contact Us page.

    Why was my order split into multiple packages? 
    If we cannot ship all the products in one package due to excess weight or quantity, it may ship in multiple packages as a Multiple Package Shipment (MPS). In rare cases, the packages might arrive at different times.

    How long is the waiting period before I am able to file a claim for a lost, damaged, misdelivered or tampered package? 
    If your package was damaged, tampered or misdelivered with while in transit, please contact our customer service team within 48 hours of delivery. If for some reason your package was lost in transit, please contact our customer service within a week of not receiving the package.

    Does Supermicro ship to guests at hotels? 
    Unfortunately, we do not ship to guests at hotels.

    My tracking number is not working or updating. What should I do? 
    In rare cases, packages are separated and not scanned by Fedex right away. We advise to wait a day or two to see if the status updates. If they don’t arrive within a week, please contact our live chat or send us an email through our Contact Us page.

    Does Supermicro ship on holidays and on the weekends?
    No, Supermicro only ships on weekdays. If an order was placed on a holiday or during the weekend, it will be shipped on the next available business day.

    If I place an order with overnight delivery on Friday, would it be delivered Saturday? 
    No, we currently do not offer Saturday delivery. The order would be delivered on Monday as it is the next available business day. 

    May I pick up a Supermicro eStore order via Will Call? 
    No, Supermicro eStore currently does not accept Will Call.

    Does Supermicro ship internationally?
    No, Supermicro currently only ships within the United States. 

    Does Supermicro ship to PO Boxes?
    No, Supermicro does not ship to PO Boxes.
     
    Website

    Are you experiencing any issues with the Website?
    If yes, please contact our live chat or send us an email through our Contact Us page.

    How can I submit that I’ve found the information or image(s) for a Supermicro product is not correct? 
    Please let us know by either contacting our live chat or sending us an email through our Contact Us page. 

    Why is my billing and/or shipping address not being accepted by your website? 
    If you’re having issues with adding a billing and/or shipping address, please contact our live chat or send us an email through our Contact Us page. 

    Are the products sold on the eStore RoHS and REACH compliant? 
    Yes, all of our products on the eStore are RoHS and REACH compliant. 

    Do you provide 3D or 2D drawings for any type of product on the eStore? 
    No, we do not provide 3D or 2D drawings of any type of product on the eStore. Please contact our technical support team for further details. 

    What are your live chat hours?
    Our live chat hours are 9AM - 6PM PST Mon-Fri. Any live chat requests outside of these hours will be taken care of the next available business day during those hours.