Frequently Asked Questions (FAQ)
Need a question answered? Read our Frequently Asked Questions below to answer the most common questions we receive.
When will my item ship?
Do you ship overseas and to P.O. boxes?
Many items we are able to ship overseas except for printers and a few other items. We do not ship to P.O. Boxes, only physical addresses. If you purchased from us through a 3rd party that accepts PO boxes then we will gladly ship there.
What are your customer service hours?
Questions sent to us through our Contact Us page are replied to Monday – Friday from 8am – 4pm CST, excluding holidays.
What’s your return policy?
The return policy for products varies by seller. Below are links to common marketplaces you can find Image Microsystems products.
For products purchased directly from Image Microsystems, from our websites, or Ebay stores, we offer a 30 day money back guarantee on the products we sell. With valid proof of purchase we’ll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.) For non-defective returns you are responsible for return shipping costs and in some cases a 10% restocking fee.
Requesting a Product Return
All product returns require a Return Merchandise Authorization (RMA) number before being returned. You may obtain an RMA number by contacting Image Microsystem’s Customer Service Department on our Contact Us page. Be sure to include your order ID and reason for return to ensure proper processing.
All items must be sent back in the condition they are received, in original product packaging without damaging the retail box and must include all components and accessories. Serial numbers and condition of item returns will be confirmed by our returns department and if any return is sent back in an unacceptable condition, it will be refused.
What is the warranty on your products?
Most of our products carry a 90 day limited warranty from the date of product purchase, fulfilled through Image Microsystems. If you purchased your item through a reseller other than Image Microsystems we recommend contacting them first for their individual warranty program.
To make a warranty claim, fill out the form on the Contact Us page with your purchase information and nature of the problem. Once approved your product will be repaired and/or replacement with the same make and model or one of equivalent or greater value.
Detailed warranty information can be found on our Warranty detail page.
Do the pictures I see online match the product I am buying?
If products are A-Grade (new in box) or B-Grade (like-new but refurbished), we use stock photos which accurately represent the condition of the product. Products listed as C-Grade have minor scratches to the surface of the item or small scratches on the screen. These products may use a photo we have taken of the same product but not necessarily representing the same location and size of wear as the product you receive. We make every effort to accurately match C-Grade products to the listing photo. All listings with C-Grade images are noted.
What can I expect when I receive a “refurbished” product?
We make every effort to ensure your refurbished product performs similar to a new product. Whenever we are unable to provide you with a like-new item we price the product according to condition and available accessories. Below are some common refurbished points.
- Refurbished units may come with different accessories than the original item
- Refurbished laptops usually come with charger and battery, unless otherwise noted
- Refurbished laptops might come with a French-Canadian keyboard and we will note this in the product description
- Refurbished units will always come in a box that identify it as as being refurbished
What does new open unit mean?
New open unit products are ones that have not been used, but the box seal was broken. Any handling was for inspection purposes only and you can be assured the product is like-new…just with a lower price.
Do you offer express shipping?
In many cases we offer express shipping. In these cases we will list it as an option for an additional price.
Do you ship in the original HP box?
No, we do not ship in the original HP box, only in a refurbished box. Some of our boxes are very high quality so it is possible that you might mistake a refurbished unit for a new one!
This is no Certificate of Authenticity (COA) sticker with the laptop.
Most of our laptops are Windows 10 digitally licensed with a downgrade to Windows 7, so it does not have a COA sticker. The machine will be activated as soon as you connect to internet. You can upgrade to Windows 10 for free.
My package has not arrived and might be lost. What should I do?
Please Contact Us with the relevant information and we will open a claim with the shipping company.