Account
Why can't I log into my Supermicro eStore 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 email service.
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 add a default billing address and shipping address?
- Log in to your account and click “My Account”
- Click on “Address Book”
- Click on “Add New Address” button
- Enter your contact information and address. You can set as default billing and/or shipping address by checking the box.
Can I place an order on the eStore without a Supermicro eStore account?
No, a Supermicro eStore account is required to place an order.
What are other advantages to having a Supermicro eStore account?
In addition to being able to place orders, you can save server configurations, check warranty information if applicable, save multiple shipping addresses, and view/track order status.
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.
How do I opt in/out of the Supermicro newsletter? 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.
Does Supermicro sell or release my personal information?
Supermicro eStore will never sell or release any personal information.
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?
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.
- 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.
Ordering
How long does it generally take to process an order?
Orders typically take within 24 hours to process during Monday to Friday 8AM-6PM CET, excluding holidays. However, if there is a payment issue it may take longer than 24 hours to process.
How can I track my Supermicro order?
There are three ways to track your Supermicro order.
1. Through email: Once we have shipped your order out, you will automatically get an email notification that will include your tracking number.2. Through “My Orders”: 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.
3. Through “Track Order”: Click on “Track Order” which list in Quick Links at the bottom of eStore website. Enter your order ID and email address, and you will be able to view the status of your order.
What does each status mean on the order tracking page?
New Order: We have received your order and we are reviewing your order
In Warehouse: Your order has been released to warehouse for pick and pack
In Production (if applicable): Your order is currently in production (production time can take anywhere from 3 to 7 business days)
Ready to Ship: Your order has been produced and is awaiting pickup by the carrier/customer
Shipped Out: Your order has been shipped/picked up
What does each status mean on My Orders page?
Pending Payment: We are expecting or reviewing your payment (depending on bank processing time, it may take 2 to 5 business days to confirm your payment)
Pending: Payment has been confirmed, your order is in progress (production time can take anywhere from 3 to 7 business days)
Processing: Your order has been produced and is awaiting pickup by the carrier/customer
Complete: Your order has been shipped/picked up
Can I change my order once it has been submitted?
Unfortunately, you cannot change the order once it has been submitted. You must cancel the original order and place the correct order separately. You will be able to cancel your order before we process your order. If your order is shown as New Order under your order status, then you’ll be eligible to cancel your order on your own. If your order status is shown as In Warehouse, In Production, or Ready to Ship, then you will not be able to cancel your order from your end. If you would like to cancel an order when the status is showing as any of those, please contact us via Live Chat or email ASAP for support.
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.
Does Supermicro eStore offer volume pricing or discounts?
Yes, Supermicro eStore offers volume pricing for most available products. On any product page, you can click on “Request quote for volume discount” near the “Add to Cart” button to start the process.
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.
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.
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 you are looking for Supermicro item which not listed on eStore, please contact us via Live Chat or email to inquire about your requirements. However, if your country is not included in our list of available countries, please check with our resellers/partners for availability and pricing.
Does Supermicro eStore provide price quotes?
Yes, we provide quotes for both servers and components. Simply click "Add to Cart" for request item and "Go to Cart", then "Save Quote" to generate a PDF quote. All quotes are valid until Friday 11:59PM (CET).
How to obtain price quotes for items on eStore?
There are two methods: Click "Add to Cart" for request item and "Go to Cart", then "Save Quote" to generate a PDF quote or contact us through Live Chat, email or Contact Us page.
Why do prices and availability change?
Supermicro makes every effort to provide accurate, up-to-date pricing and availability. Prices are subject to change after quotation validity date due to exchange rates, periodic price adjustments and other considerations.
Does Supermicro eStore price match?
No, Supermicro eStore does not price match.
Can I un-cancel an order?
No, canceling an order is permanent so you will 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.
Payments
Do you charge me before the server is built or after?
If you choose to pay by credit card or PayPal, we will place a temporary hold at the time of the order and will not charge you, we charge you until server is built and ready to ship.
If you choose to pay by bank transfer, you will need to transfer the full amount and notify us by email. Once the funds have been received, we will process your order.
What Payment methods does Supermicro accept?
Supermicro eStore Europe accepts credit card, PayPal and bank transfer:
- Credit Card
- PayPal: We accept PayPal payments on our eStore. If you select PayPal as payment option, you will continue through the standard checkout process. Once you place your order, you will automatically be re-directed to PayPal.com to log into your PayPal account and complete your payment. Your order will not be submitted until you complete the checkout process on PayPal.com.
- Bank Transfer: You can also transfer funds directly to our bank account, please refer to the "Bank Transfer Instruction" during check out page for more details.
May I pay using a check, money order, or purchase order (PO)?
Supermicro eStore does not accept check, money order, or purchase order (PO).
How long does it take for the withheld costs on my bank/credit card to be released after a transaction is incomplete or refused?
Depending on the bank/credit card company, it can take 2 to 5 business days.
Does Supermicro charge VAT?
Yes, the VAT is based on your delivery address. However, if you choose the "In-Store Pickup" as your shipping method, we will apply the VAT rate of 21%, which is the standard rate in the Netherlands, to your order.
Does Supermicro charge VAT on shipping?
Yes. VAT is included in the shipping cost.
Does Supermicro offer VAT exemptions?
Yes, Supermicro offers VAT exemptions for eligible business customers at checkout. Simply select "Business Purchase" during checkout and enter your valid VAT number and company information in the designated fields. To apply VAT exemption, your shipping and billing addresses must be within the same EU country. Once your VAT number has been validated, you will find the VAT exempted on your subtotal.
However, please be aware that if you choose the "In-Store Pickup" as your shipping method, the standard VAT rate is 21% in the Netherlands will be applied to your order, even if you have a validated VAT number. This is because the VAT exemption does not apply to orders that are picked up in person.
What should I do if I forget to enter a valid VAT number when placing an order?
We apologize for any inconvenience this may cause, but our policy does not allow us to modify customer order information. However, if you have a valid VAT registration in your country and the order invoice has not yet been generated, please contact us via Live Chat or email for further assistance. If the order invoice has already been generated, you can still reclaim it in your tax return for tax exemption.
What should I do if I keep getting the error message "The VAT number is invalid" when entering my VAT number?
First, we suggest you check the VAT verification website (VIES) to confirm if the VAT number is correct. If the verification is successful but you still cannot submit the VAT on our eStore, please contact us for further assistance. However, if the VAT validation website also indicates that your VAT number is invalid, follow these steps:
1. When entering your shipping address, select "No" for the option "Are you shopping for business use?".
2. In the order comments section during checkout, provide your company name and VAT number.
By following these steps, you should be able to successfully place your order.
Which currency I would be charged for my purchase order?
Supermicro is a NASDAQ listed company in the United State, and our product currency are usually USD. To meet our European customers' need, we exchange the product price currency to EURO. Thus, the currency of [Purchase order/invoice/product price] on the Supermicro eStore Europe is EURO.
In addition, Supermicro eStore Europe, as seller of the product, is required to add VAT based on the invoice amount. Owing to the calculation method involves converting the unit price to EURO based on the exchange rate and calculating the VAT separately, there would be minor discrepancies caused by rounding of calculation. For example a difference of €0.01 to €0.02 between the Grand Total on the order and the invoice might be found. In that case, Supermicro eStore Europe will charge you based on the order amount instead of the invoice.
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 component products?
Customers will have 30 days from the day they have received the product to return the product to us. Software and Lifestyle products are not returnable and refundable.
What is the warranty policy for Supermicro eStore servers?
Supermicro provides a three-year warranty for labor and parts one-year warranty for cross shipping. We also have extended warranty for the system, but it will need to be included at the time purchase with the system. We cannot add the extended warranty after you purchased the system.
How do I return a Supermicro eStore order?
To return a Supermicro eStore order, please utilize the Supermicro Customer Reporting Management System to submit a New RMA Request.
If you have not submitted a request before, please register prior to doing so.
What is the warranty policy for Supermicro eStore products?
Server - 3 Year Warranty (Parts & Labor) & 1 Year Cross-Shipment
Memory - 5 Year Warranty
Hard Drives - 5 Year Warranty
GPU - 2 + 1 Year Warranty (Manufacture's site Registration Required)
Software - not applicable
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?
Supermicro eStore does not offer an exchange for a different product. If you wish to go with a different product, please purchase it on a separate order and return the original product.
How long does it take to process my return?
The return process should take between 1-2 weeks.
Does Supermicro eStore do cross-shipping?
Yes, Supermicro eStore provides cross-shipping service. Please submit a New RMA Request through Supermicro Customer Reporting Management System 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 (same product) sent to you prior or during this process. Your credit card information will be needed to proceed.
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 +31 73 640 0390 (ext. 3) or email RMA_Europe@supermicro.com.
Does Supermicro charge restocking fee?
Any return for a refund after 14 days may be subject to a restocking fee of up to 15%.
Shipping and Delivery
Can I schedule a pickup for my order with your shipping carrier?
Yes. To schedule a pickup for your order and have your shipping carrier collect it, please follow below steps:
1. During checkout, please select "In-Store Pickup" as your preferred shipping method and complete the checkout process.2. A confirmation email will be sent to you after checkout, you will see that your shipping method is listed as "In-Store Pickup Delivery".
3. Once your order is ready for pickup, you will receive another email notification containing detailed pickup instructions.
4. Following pickup instruction, you can contact your shipping carrier to pick up from our NL warehouse for your order.
Does the Supermicro eStore Europe provide free shipping?
No, Supermicro eStore Europe does not offer free shipping.
What shipping methods are offered on Supermicro eStore?
- Shipment Your order will take 2-5 business days to arrive at your specified address after it has been shipped.
- Pick up from Supermicro NL Warehouse You can choose to pick up your order directly from our NL warehouse.
Can I use my own shipping account for the order?
Unfortunately, we do not allow usage of shipping accounts on Supermicro eStore.
When will my Supermicro server order be shipped out?
Servers ordered from the eStore will typically ship within 7 business days from the time of purchase. Actual delivery schedule will depend on quantity and availability.
Where does Supermicro orders ship from?
Majority of the orders will ship from Netherlands.
Does Supermicro ship internationally?
Please check our available countries here.
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 have 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?
Unfortunately, we do not allow changing a delivery address or recipient’s name after an order has been shipped.
My order has not shipped out. Can I change my delivery address or recipients name?
Unfortunately, we cannot modify the delivery address or recipient’s name after the order has been placed. If you would like to make these changes you will need to cancel your order and reorder with the new information. If you need assistance canceling your order please contact us through Live Chat or email through our Contact Us page.
Can I add ATTN to my order if I forgot to add during checkout?
Yes, we can add ATTN to your order if the order has not been shipped out. Please contact our Live Chat or send us an email through our Contact Us page.
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 the delivery person 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 eStore ship on holidays and on the weekends?
No, Supermicro eStore 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.
Does Supermicro ship to PO Boxes?
No, Supermicro does not ship to PO Boxes.
Why is my order split into multiple packages?
If we cannot ship all the products in one package due to excess weight or package limit, it may ship in multiple packages as a Multiple Package Shipment (MPS). In some cases, the packages might arrive at different times.
Website
How do I send a chat transcript to email?
During the chat, you can send your chat transcript by clicking the three dots in the upper left corner of the chat widget and select 'Send transcript'. The transcript will be automatically sent after the chat ends.
or
You can also let your chat agent know to email you the chat transcript during the chat. If you forget to ask during the chat to have the chat transcript emailed to you, you can start a new chat and request to the Live Chat agent to send the previous one from the archives.
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.
What should I do if I find false information or image(s) for a Supermicro product?
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?
Sometimes our address verification system may not recognize newer addresses. 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, details available upon request.
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 Marketing@Supermicro.com for further details.
Can you provide MTBF /power consumption information?
Yes, please contact our Live Chat or send us an email through our Contact Us for detailed information.
What are your live chat hours?
Our live chat hours are 8AM - 6PM CET Mon-Fri. Any Live Chat requests outside of these hours will be taken care of the next available business day during those hours. Please email or Contact Us with your questions and we will get back to you as soon as possible.
Software OOB/DCMS
Can Supermicro eStore help me generate SFT-OOB-LIC or SFT-DCMS-SINGLE license key if I purchased it from a reseller/distributor?
Unfortunately, Supermicro eStore can only generate the license key on purchases made on our eStore. You will have to contact the reseller/distributor you purchased the license key from for your order status.
I have my software license key, how do I activate my key?
Please click here for a detailed instruction on how to activate your key.
I have my DCMS license key, how do I activate my key?
There are 4 ways (BMC WEB GUI*, SUM, SSM, Redfish*) of activating your key. Please click here for a detailed instruction on how to activate your DCMS key.
How do I find out if my motherboard supports software license?
There should be a list of motherboards on the software license product webpage (SFT-OOB-LIC product page, SFT-DCMS-SINGLE product page). If you do not see your motherboard on this lists that means the software license is not supported on your motherboard.
I’m having issues generating software license key on the eStore, where can I find support?
If you run into any issues with generating software license key, please contact our support via live chat or email
Is there a format I need to input for BMC MAC Address and motherboard serial number in the data input area?
- BMC MAC Address
- -XX:XX:XX:XX:XX:XX
- -XXXXXXXXXXXX
- Motherboard Serial Number
- -XXXXXXXXXX
Can I return my software license key?
All of our OOB/DCMS digital downloads (software) are final as we do not accept any returns.
Can I generate the key with LAN MAC address?
Currently, there are only two ways of generating key and that is through BMC MAC address and motherboard serial number. Any key generated by LAN MAC address will NOT work.
It has been over an hour and I have not received any emails or notifications on when I can generate my key. What should I do?
- Check your spam/junk folder in your email to see if the email is there.
- Log in to our Supermicro eStore and click on My Software in My Accounts section and see if an invoice is generated. If it still says "Not Available yet" then we recommend contacting our customer support.
Is operating system (OS) refundable?
No, OS is non-refundable.
For OOB or DCMS software license after I generate my key, is the key going to be 24 characters or file key?
DCMS is always an attached file.
For new motherboards like X12, M12 and H12 after you generate your key. The key you’ll receive is going to an Attached File.
For X10, X11, M11 and H11 OOB license generate key is going to 24 character key.
If you need assistance in how to use the attach file or 24 character key please visit our Activate Software Key or contact our support via live chat or email.
Do you offer evaluation trial licenses?
Unfortunately we don’t offer any trials for our licenses on our eStore.
Does my license key expire?
Once you purchase a license from our eStore. The key never expires.
Server
Can I exchange certain parts directly if I want to swap certain parts (not the entire server)?
If the part is DOA, you can utilize Supermicro Customer Reporting Management System to submit a RMA with a cross shipment. Other than that, we can’t do parts exchange.
Does the server come in one box or multiple boxes?
Depending on the size of server(s), it could be one box or multiple boxes.
Are there different default configuration options for the servers you sell?
Some of the servers we do carry have multiple default configuration options such as providing more PCI-E slots or GPU support. These will be listed under Configuration Options for the server (if applicable).
Do you carry other options (capacity, speed, model) not shown for the servers you sell?
We may be able to offer and include those options, but it will depend on availability and compatibility. Please Contact Us to discuss the other choices you might have for the configuration.
If a component is unavailable and has the triangle symbol next to it, is it possible to still add to my server with no lead time?
We may have inventory to fulfill your configuration so please Contact Us to check availability or for an alternative option.
How do I save my configuration for my next purchase?
- Log in to your account and choose a product to configure.
- On the product page, configure your system and click the "Save Configuration" button.
- Click "View My Configurations" or go to "My Account" and click "My Configurations" to see your saved configurations.
Please note that the price on you saved configuration is valid until Friday at 11:59PM (CET).
Can I save and share a configuration I’ve created?
If you want to save a configuration that you were working on or plan to update at a later date, you can click on the “Save Configuration” button and it will be saved under My Configurations.
From the “My Configurations” page, you can either reconfigure or delete the configuration. If you want to share your configuration, click on the “Reconfigure” button and it should take you back to the product page with your selected components. Next, you can copy the URL that is shown to share it.
Please note, saved configurations expire every Friday at 11 :59 pm (CET).
Can I change my saved configurations?
How do I download a quotation?
There are two ways to download a quotation for your order.
1. Download from the "My Configurations" page:- If you have saved your configuration in your account, visit the "My Configurations" page.
- Click the "Download" button and save the PDF quotation file.
- Add products to your cart and click "Go to Cart"
- Click the "Save Quote" button and save the PDF quotation file.
Can I order a server without a CPU, memory, or storage?
All of our servers are sold as complete systems so they must include at a bare minimum the CPU, memory, and storage.
Are RAID controllers included in your servers?
All of our servers with RAID capabilities will come with the default onboard RAID controller (Software RAID). If you want to add a hardware RAID card to your configuration, please Contact Us to discuss the different RAID card options we offer.
I forgot to add an OS to a previous server order. Can I purchase it later through the eStore?
We don’t sell OS as standalone products and it must be purchased at the same time as your server. Please Contact Us for special circumstances.
Are your servers ready to ship?
Majority of our servers are build to order and typically take 7 business days to assemble/test before they are shipped out.
Where do you assemble and ship the servers from?
Netherland.
Will it void the warranty if I modify my server after I receive it?
WARRANTY VOID CONDITIONS
This limited warranty does not cover any failure(s) or defect(s) caused by misuse, accident, abnormal or unusually heavy use, improper packaging or handling, neglect, abuse, alteration, improper installation, unauthorized repair or modification, improper testing or causes external to the product such as, but not limited to, excessive heat or humidity, power failures, power surges or acts of God. This limited warranty will be void if evidence is seen of screw holes created by Customer, burned-out chips, more than four wires are broken, evidence of repair work performed or damage caused by a party other than Supermicro. This limited warranty does not cover expendable components, any software supplied by Supermicro, any experimental or developmental products, compatibility issues with other hardware and software products introduced after the time of purchase, or products or accessories not manufactured by Supermicro. Under no circumstances will Supermicro be responsible for other costs associated with product replacement or repair, such as labor, installation or other costs incurred by the Customer.
Do you sell refurbished servers?
No, we only sell brand new servers.
Backorders
When will I receive my backorder?
In general situations, the backorder will ship out within 2-3 weeks, actual delivery schedule will depend on quantity and availability. If you have further question on your delivery time, please contact us via Live Chat or email.
Can I cancel my backorder?
You can cancel your backorder under "My Orders" in the "My Account" section of our eStore.
If I order two or more components and one item is backordered, will you ship the item you have in stock first and then the backordered item when it is available?
Unfortunately, partial shipments are not available at the moment. Your entire order will be shipped together when all items are in stock.