Frequently Asked Questions (FAQ)
A-Power Systems FAQ
- Why buy a system from A-Power instead of building your own?
When you place a system order at A-Power, you can bear the confidence in knowing that the system(s) are configured, assembled and tested by those who are the finest in our industry, and are the most passionate about quality-built systems. Each system is individually installed and tested according to the highest industry standards by our dedicated Technical Deaprtment.
All components used in our systems are from authenticated distribution channels and contain absolutely no used or refurbished components. All systems built by us are packaged with a depot-serviced One-Year Limited Parts Warranty and a One-Year Limited Labour Warranty. Most components may be covered for more than one year depending on the manufacturer. For more details, please refer to the manufacturers' website. - What do the Limited Parts Warranty and the Limited Labour Warranty cover?
All computer systems are covered with a 14-day conditional DOA (Dead on Arrival) replacement policy, and will have a One-Year Limited Parts Warranty and a One-Year Limited Hardware Labour Warranty.
The Limited Parts Warranty covers the warranty replacement of all the hardware assembled in the system. The Limited Labour Warranty covers the fees for system testing, inspection, and hardware diagnostic. Software-related problems are not covered by the warranty.
Note: The Warranties do not cover any software issues that may cause system instability or incompatibilities. If found by our technicians that the system is having problems due to a software issue, a minimum of $45 labour service charge will be incurred to the customer. - How do I determine what kind of system I need?
If you are debating between several systems or perhaps deciding between a factory machine to an A-Power's custom machine, please feel free to contact our sales department for advices. Our retail business hours and contact information are listed here. - Why would I be interested in Express Warranty and Extended Warranty?
A-Power offers extended warranties beyond the standard support for your product purchase. We provide options to tailor your protection, for an overall peace-of-mind and minimizing downtime for your business.
Express Warranty
A standard warranty will fix your malfunctioning system good as new, but what do you do while your system is out for repair? (Under standard warranty: Defective components must be shipped to the manufacturer for warranty replacement, hence may take up to 6 weeks for shipping time.) If you purchased an Express Warranty, you will be up and running again in no time because a replacement component for your defective system will be installed within 72 Hours*. With A-Power Express Warranty, you are guaranteed a replacement installed to your system within 72 hours** after our technical department receives the system.
*Based on similar or equivalent product available in inventory.
**Express Exchange program is only applicable for 1st year system purchase.
Extended Warranty
We take care of the warranty hassles and shipping charges after your One-Year Limited Parts Warranty expires. While most components used in our pre-configured systems are reliable, we cannot guarantee its stability and reliability since all electronics are prone to manufacturer defects. After the first year, we are able to ship and pursue warranty on your behalf with the respective manufacturers, so you can be rested assured your defective components will be replaced and installed by our professional technical team within the extended period.
Note: Extended Warranty is available in: 1-year or 2-Year packages.
Orders FAQ
- How safe is it to shop at A-Power Online?
Protecting your privacy is important to us. We do not sell or exchange names or any other personal information about our customers or guests. Please read our Privacy Statement for more information. - Can I cancel or modify my order?
If your order has not been processed, we can cancel or modify your order. Please contact our customer representatives at 1-866-273-8868 for more information. - Will A-Power special-order item(s) not listed on the website?
If the product you are looking for is not listed on our website, we can special-order it for you. Please contact us at 1-866-273-8868 to speak with a sales representative. - How do I track my order?
If your order has been shipped, a tracking number will be provided to you by email. Alternately, you can find the tracking number by looking up your Order. If your order has not been shipped and you would like to know the shipping date, please contact our sales department at 1-866-273-8868 for more information.
Payment FAQ
- What kind of payment methods do you accept?
We currently accept Canadian Visa/Mastercard and online bank payment. For detailed instructions on making an online bank payment, click here. Sorry, we do not accept international credit cards. - Does A-Power provide any financing or leasing options?
We do not provide leasing or financing options directly to our customers, however we process through a third-party leasing broker as a business partner. They will make the necessary research on your behalf to obtain the best rates the market can offer.
Note: Leasing or financing options are only available to business clients. - Does A-Power have terms and credit accounts?
As a business client or reseller, you and your company are eligible to apply for a corporate account, with business cheques as payments to net 15/30 terms. Please feel free to consult with our sales manager for more details. - I selected online bank payment as my payment method, what do I do next?
For detailed instructions on Online Bank Payment, please click here.
Returns FAQ
- What is your return policy?
For details about our return policy, please click here. - How do I process an RMA (Return Merchandise Authorization)?
If there is a problem with your product, our technicians are willing to help you solve the problem. If we found that the product is faulty, we can arrange for a replacement. Please visit our dedicated Service Desk at our retail locations or contact us at 1-866-273-8792 to arrange a return. - How long will it take for a warranty replacement to arrive from the manufacturer?
Depends on the manufacturer's service location, typically we ship them to Western Canada or California, in which case would take from 1 to 5 weeks for manufacturer warranty. If your equipment is covered under the DOA period (first 14 days), it will be replaced with inventory products. - How can I check my RMA Status?
To get the latest update on your RMA status, please contact our technicians at 1-866-273-8792 - Where can I download the RMA Request Form?
You can download it here. Once you have completed it and faxed it to us, we can provide you with an RMA Number. Please fax the completed form to 1-604-273-8280
Shipping FAQ
- When will my order be shipped?
We ship all current and in-stock items within 1-3 business days. If your order contains item(s) that are not available from immediate inventory, the order will wait until all the components are ready for shipping and handling. Charges will be assessed when the entire order is shipped from our depot. - How long does it takes for my order to arrive?
Depends on the destination and shipping option chosen, but here is the estimated breakdown of shipping time:
- Canada Post Regular: 2-9 Business days
- Canada Post Expedited: 3-7 Business days
- Canada Post Xpresspost: 1-3 Business days
- Canada Post Priority Courier: 1-2 Business days
- UPS Canada Standard: 3-7 Business days
- UPS Canada Expedited: 2-5 Business days
- UPS Canada Express: 1-3 Business days
- In-store pick up: Ready for pick-up once we finish processing your order, we will notify you by e-mail once it is ready.
* Customer will be contacted if there is an extensive delay for a product.
**Shipping time does not include processing and preparation time for your package. - How much is the shipping?
To get an accurate shipping cost, add all the products to the shopping cart and proceed to checkout. You will not be charged until you have selected "Submit Order" in the payment details page. For more details, click here. - Do you ship internationally?
Sorry, currently we only ship to Canadian addresses. - If I did not recieve my order, what do I do?
If you still have not received your order within fifteen (15) business days after your item is shipped, please contact the courier service office with the tracking number provided. If they do not have the information, you can contact us and we will open an inquiry request on your package with the delivery courier. - How are my items being shipped?
Your items will be shipped safely by either UPS or Canada Post. - Can I choose my own courier?
We will arrange the courier for shipping, with the exception of business account clients who may use their own courier services to arrange for pickup at our Shipping office. - At checkout, it says the item cannot be shipped to my address!
There is a weight limit of 150lbs for shipping. Please separate your order if it's overweight or contact us for an alternate shipping method. If your order is within the weight limit, please try again or contact us at 1-866-273-8868 to complete your order. Sorry for any inconvenience. - My product doesn't work or is damaged when it arrived!
For visible physical damage on the courier package, please refuse the shipment immediately. If you have signed for a delivery that is physically damaged, you must file a claim with the courier company. For defective components or system, please read our Return policy to proceed with a DOA warranty claim. - Why does A-Power need to verify my address?
Due to frequent fraudulent activity, if your billing address and shipping address are different, we will contact the you by phone to verify the order. Sorry for the inconvenience. - If I take the UPC code out of the box, do I still get a full refund?
You will not receive a refund for an item that is missing the UPC code. If the item is defective, you will receive a replacement with the same box in which it was returned to us. - Do you ship to P.O. Boxes?
Shipping to P.O. Boxes is only available through Canada Post. If you wish to ship to a P.O. Box, make sure you choose a Canada Post shipping option. - I selected the Local Pickup option, when can I come pick it up?
Our customer representatives will contact you when your order is ready to pickup. If the purchase is made by a credit card, the cardholder must be present for the pickup, with a piece of valid picture I.D. and the original credit card used for the purchase. We no longer accept third-party pickup, sorry for the inconvenience. - Can I get someone else to pickup my order for me?
For security reasons, we no longer accept third-party pickup, sorry for any inconvenience.
Technical Support FAQ
- Do you repair computers?
Yes! We have a dedicated service department to assist with your technical inquiries. Please contact our Service Department at 1-866-273-8792 or visit the Service Desk at our retail stores. - My Computer was purchased elsewhere, can I bring it in for repair, virus-removal, or hardware installation?
Yes! We provide repair or hardware installation services for computers, notebooks, servers, and computer peripherals. Please contact our Service Department at 1-866-273-8792 or visit the Service Desk at our retail stores.
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