Returns

Is it mandatory to have an RMA number in order to return a product to Newegg.ca?

Newegg.ca will not accept returns without prior authorization and a RMA (Return Merchandise Authorization) number. Once issued, RMA numbers are valid for 15 days within which return products must be received by Newegg.ca. RMA numbers will not be extended or reissued. The Customer should prominently display the RMA number(s) on the shipping label as well as the RMA invoice on the box(s) containing the returned product.

To return a product in compliance with Newegg.ca's satisfaction guarantee, you must obtain a RMA number and fill out a completed RMA invoice within the guarantee return period for the product to be accepted for RMA (described above). The Newegg.ca Customer Service Representative will assist you in completing an "RMA Invoice" with all the necessary data in order to return the merchandise to Newegg.ca.

How do I acquire a Return Merchandise Authorization number (RMA#)?

You, the Customer are solely responsible for paying the return shipping cost for defective or otherwise returned merchandise. If an RMA is necessary, contact Newegg.ca Customer Service at 1-800-390-1119 in order to obtain an RMA invoice. This is the only accepted method for Newegg.ca to process your RMA due to possible duties, fees and unforeseeable circumstances if using another courier method. If you pay to send the item back to Newegg.ca, we will replace the item and ship the replacement to you at no charge.

What address should I send my return to?

The address to send an RMA to is:
Newegg Returns
ATTN: RMA 1100000029
6150 McLaughlin Road Unit#1 Door:15
Mississauga, ON, Canada L5R 4E1

Attn: RMA# (write your RMA number here)

Contact Newegg.ca Customer Service at 1-800-390-1119 in order to purchase a return shipping label and obtain an RMA invoice. This is the only accepted method for Newegg.ca to process your RMA.

Is it necessary to return each individual accessory when I send in a return? What should I include with my RMA ?

The customer agrees that all returned products will be 100% complete, in re-saleable condition, and will include the original packaging material, manuals, blank warranty cards, and other accessories provided by the manufacturer.

If any component of the returned product is missing, Newegg.ca's Return Procedure will be breached and Newegg.ca may in its sole and absolute discretion reject the entire return or choose to impose additional charges against the customer for replacement of the missing component(s).

May I exchange my RMA'd item for a different product?

No. Unfortunately, we do not exchange RMA items for different items. We will only replace an RMA'd item with a an identical replacement item of the same make and model.

If the return policy period for a refund has not yet expired, you can request an RMA Refund order a new item, and we'll refund your original purchase after we receive your returned product.

Any return for a refund may be subject to a 15% restocking fee. This fee may be waived for the following reasons:

• Carrier damage
• Defective product
• Product does not match advertising
• Received incorrect product
• Product was an extra item not ordered

Note: Any return that is misrepresented as being for any of the above reasons will automatically have the restocking fee applied even if it was initially waived.

How do I check the status of my RMA?

Visit our RMA Status page to learn the status of your pending RMA.

I am certain that my return was delivered to Newegg.ca, but it hasn't been marked as "received" on the RMA Status page. Why?

It takes one to two business days for an RMA to process as "received" once we receive it. We will update your status as soon as your RMA has been processed.

How long does it take for Newegg to process an RMA?

RMA processing time may vary depending on the product and reason for the return but generally processing time is two to five business days once the RMA is received and meet all following criteria:

1. Return with RMA number clearly identified in shipping label or on package.

2. Return with all original equipment, components, manuals, cables, documents, packaging.

3. UPC code along with retail package.

4. No physical damage caused by customer or by carrier.

5. Item is NOT out of warranty when it is received.

How long will my Notebook / Laptop RMA take to process?

Once received, notebook / laptop RMA processing time can take two to three weeks from the date the RMA is received. Transit time is not included in this timeframe.  

All notebooks returned will be tested to verify that the reported defect can be reproduced by our testers. If a defect is confirmed, a repair of the verified defect will be made; replacements will only be issued for units that could not be repaired.

ALL notebooks returned must be received 100% complete as received by the customer. All original equipment, components, manuals, cables, documents and packaging must be returned with your item in order for Newegg.ca to process your RMA.

User must remove ALL system passwords (BIOS password, Windows password, manufacturer restore program password, etc.). Units received password protected will be refused and return to customer .

You will receive updates via email.

Is there a special RMA policy for Combo, Bundle, and Kit Specials?

Combo, Bundle, and Kit Specials include two or more items that must be purchased together in order to receive a discount.

Items sold as part of a Combo, Bundle or Kit may be returned individually for replacement within the applicable Newegg Return Policy Period for that individual item.

If an individual Combo, Bundle or Kit item is returned for a refund, the applicable discount will be voided, and the discounted amount will be deducted from the amount of the refund. If your combo/bundle/kit discount amount is greater than the individual unit price of the item you wish to return, then the item cannot be returned for a refund; you will need to return all items in the combo/bundle/kit in order to receive a refund.
- For example: if your combo/bundle/kit discount was $5, and you return one of the items for a refund, the $5 will be deducted from your RMA refund amount.

Are returns subject to a restocking fees?

Any return for a refund may be subject to a 15% restocking fee. This fee may be waived for the following reasons:

• Carrier damage
• Defective product
• Product does not match advertising
• Received incorrect product
• Product was an extra item not ordered

Note: Any return that is misrepresented as being for any of the above reasons will automatically have the restocking fee applied even if it was initially waived.

Does Newegg.ca pay the return shipping cost for defective merchandise?

No, Newegg.ca does not pay the return shipping cost for defective merchandise . However, if you pay to send the item back to Newegg.ca, we will replace the item and ship the replacement to you at no charge. Newegg.ca will employ every resource it has to ensure that your item is replaced promptly, without hassle.

Will Newegg.ca cross-ship  replacement merchandise?

Cross shipping is not available, if an item is within thirty days of invoice, we will charge for a new item being sent out and credit your account once we receive the RMA item.

Will Newegg.ca cross-ship a replacement CPU?

We do not cross ship any items. Once the CPU is determined to be within its return period; we must have the CPU back in our warehouse and logged in through the RMA process before we can ship its replacement to you.

The heatsink and/or fan of the retail CPU I purchased is faulty. How do I get it replaced?

On a retail box CPU fan, warranty coverage is provided by the manufacturer. However, we can replace the entire Retail CPU package within thirty days of the invoice date if you return the entire CPU package, including all accessories and packaging. If you'd like to have just a fan or heatsink replaced, call the manufacturer.

I received an email indicating that the item I returned through the RMA system is no longer available or is backordered. What happens now?

If an returned item is found to be on backorder and we cannot obtain the item, you will be notified by email and offered a similar replacement or a refund. We try to contact every customer in this case to find an agreeable replacement item or refund amount.

The tracking number for my return confirms that Newegg.ca has received my returned product, but the RMA Status page still does not show that it has been received. What now?

It takes one to two business days for an RMA to process as "received" once we receive it. If your tracking number confirms reception, give us a day or two to process the RMA, and then call us if your RMA Status still has not been updated.

I received an email indicating that the serial number of the item I returned with an RMA does not match the serial number of the product I originally purchased from Newegg.ca. What should I do?

We keep serial numbers on all products we carry. Occasionally, our customers inadvertently return items that were not purchased at Newegg.ca. In such a case, the item in question will be returned to the customer with a request to send the correct item.

What is the standard return policy for Newegg.ca products?

Products sold by Newegg.ca are supported by our Standard Return Policy unless otherwise indicated. Merchandise covered by our Standard Return Policy may be returned within 30 days of the original invoice date for a refund or replacement.

All returns require an RMA (Return Merchandise Authorization) number. Because many companies offer additional factory coverage, you should contact the manufacturer directly for information regarding eligibility and specific Terms and Conditions.