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1.800.328.5506
 

 
Frequently Asked Questions
 Customer Account
  • Do I need to register?
  • How do I update my account?
  • How do change my e-mail subscriptions?
  • I forgot my password?
  • Reseller Tax Exempt Form
  • Credit Application for Terms
  •  Product Descriptions
  • What is White Box/OEM vs. Retail?
  • What does "System Pull" mean?
  • What is Bare Drive/Bare Card?
  • What is refurbished?
  • What is DSP?
  • Must be purchased with Hardware?
  • Electronic Waste Recycling Fee
  • Motherboard Bundles
  • Barebone Systems
  • Custom Systems
  •  Pricing/Ordering
  • Do you match competitor's prices?
  • Do your prices include manufacturer rebates?
  • Do you offer reseller or volume discounts?
  • Do you charge sales tax?
  • What are my payment choices?
  • What are my shipping method choices?
  • Do you ship internationally?
  • Do you ship APO/FPO?
  •  Promotion Coupons
  • What are Gift Coupons?
  • I received a coupon code, but it won't work
  • I did not receive my $5 coupon for my product review?
  •  Processing
  • When do you charge my credit card?
  • Can you ship to a different address than my billing?
  • How long does it take to process my order?
  • How do I check status on my order?
  • How do I get a tracking number?
  • How can I change an order?
  • How can I cancel an order?
  • What if my product is on back order?
  •  Security/Privacy Policies
  • Is your web site secure?
  • What is your privacy policy?
  •  "M" Club Program
  • What is "M" Club?
  • I can't join "M" Club, it says I am already a member
  • Why can't I get the "M" Club price?
  • What is "M" Club Rewards
  • Redeeming "M" Club Rewards
  •  Returns/Policies
  • What is your refund policy and request a refund?
  • What is your Jewelry "No Risk" Policy for refund?
  • How do I get technical support?
  • How do I exchange a defective item?
  • Policies/Warranty
  •  Contact Information
  • How do I contact Mwave and during what hours?

  • Customer Account

    Do I need to register?
    You only need to register if you would like to place an order. Otherwise, feel free to browse our web site, products, pricing, or use our shipping calculator. Once you are ready to place an order, you will be prompted to register so that you may track your order, access your account, etc.

    How do I update my account?

    You can update your customer account directly through our web site under "my account".

    How do I subscribe / unsubscribe to your e-mail promotions?

    If you would like to be included or removed from our e-mail promotions, simply login and go to "my account". Under "Subscriptions", click edit and check or uncheck the e-mail promotions boxes.

    Or you may visit our E-mail removal link and enter your e-mail address to be removed. If you are encountering any difficulties, please contact our service department to assist you with your request.

    I forgot my password?

    If you forgot your password, no problem just click here: [ Forgot password ]

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    Product / Descriptions


    What is White Box/OEM vs. Retail?

    The retail and OEM versions usually will have the same exact product, however the retail version usually will come with bundled software, retail packaging, and more bells and whistles so to speak. OEM (Original Equipment Manufacturer), White Box, Brown Box versions will come with the actual product and usually the drivers, no special packaging or software. Occasionally the retail version will accompany a longer warranty or special features.

    What does "System Pull" mean?

    System Pull is an industry term used to describe a hard drive that has been removed from a pre-configured system, tested and maintains a "like new" level of performance. These Hard Drive have been fully tested and perform like new.

    What is Bare Drive/Bare Card?

    These items come exactly as they are described. You will only receive the bare drive or the bare card. These items are brand new, however they are purchased in bulk, and will not accompany any documentation, software, or accessories.

    Suggestion: Most drivers and documentation can be downloaded from the manufacturer's web site.

    What is refurbished?

    Refurbished means that the product has been repaired or replaced by the manufacturer, or sent back for a refund for non-defective purposes. Packaging and accessories may differ from the actual retail box, and may not be included. Please understand that when purchasing these items, that the risks of a defective product are increased. Full consideration should be taken when purchasing refurbished products. As a refurbished part, any requests for service may not be available. In the event a replacement is not available, the customer may return the product for a refund, and the restocking fee will be waived. All shipping charges are non-refundable.

    What is DSP?

    DSP stands for Distribution Service Partner. The actual software is the full version, however it may include condensed manuals or documentation on CD. No retail packaging is included. The software can not be sold by itself. DSP versions will usually require the purchase of additional hardware, per our licensing agreement. Any item in our on-line store will be sufficient. There are no minimum dollar requirements or specific hardware requirements.

    Must be purchased with Hardware

    Due to our licensing agreement, items marked with this description, must be purchased with additional hardware. Any item in our on-line store will be sufficient. There are no minimum dollar requirements or specific hardware requirements.

    What is the Electronic Waste Recycling Fee?

    Effective January 1, 2005, mwave.com is required by the state of California to collect an "Electronic Waste Recycling Fee" for CRT Monitors, LCD Monitors and Notebooks. The fee will be collected at the time of retail sale, including Internet and catalog sales, to California consumers. Click here for further information regarding this Recycling Act and applicable fees.

    Motherboard Bundles

    Each motherboard bundle will include a motherboard, CPU, cooling fan, and memory if selected. Each component carries it's own individual manufacturer warranty. All Motherboard bundles will not be assembled or configured, and will arrive individually packaged, unless you select our "assemble/test" option.

    *Assembly and testing option includes installation of memory, processor, and cooling fan. CPU settings will be set, and initial boot will be performed. Please note: Assembly and testing option does not guarantee the product is free from defects, but can greatly decrease the risk.

    Barebone Systems

    All barebone systems are assembled and tested. Please allow 24-48hrs for assembly. Each individual manufacturer warranty will apply to each component.

    Custom Systems

    Configure your OWN system, to meet your individual needs! It's simple...

    1) Just add our "Assembly & Testing" option listed under our "computer systems" category to your shopping cart.
    2) Then select each individual component to be included in your system configuration from our on-line catalog.

    As long as this item is included in your shopping cart, we are aware that you require assembly of your order. Here is a direct link to our "computer systems" category for your convenience.

    It is recommended that you research the components you are requesting, and have some type of computer background prior to creating your own configuration. If you are unsure about compatibility or what you require in a system, please feel free to contact our sales representatives at 1-800-328-5506 to assist you.

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    Pricing / Ordering

    Do you match competitor's prices?

    Unfortunately, we do not currently match other competitor's prices. For your convenience, all of our lowest and current available pricing is posted on our web site on a daily basis. Anytime we do receive any special deals or promotions, we automatically post it on our web site for our customers to take advantage of.

    Do your prices include manufacturer rebates?

    Mwave will include our standard pricing, and also display your mail-in rebate savings as well. For your convenience, mwave does it's best to advertise any current rebates on our web site. However, any use of these rebates is limited to any terms or conditions as determined, by the manufacturer. If you have any questions regarding the rebate terms & conditions, please contact the manufacturer directly.

    Do you offer reseller or volume discounts?

    Unfortunately, we do not have a reseller or volume discount programs available at this time. For your convenience, all of our lowest and current available pricing is posted on our web site on a daily basis. Anytime we do receive any special deals or promotions, we automatically post it on our web site for our customers to take advantage of.

    Do you charge sales tax

    Sales tax is only required for orders shipping with our resident state. Therefore, all orders shipping within California, will be charged the applicable sales tax according to your county.

    What are my payment choices?

    • Credit Cards (U.S. Issued): Visa, Mastercard, Discover, American Express
    • Debit Cards (U.S. Issued) with a Visa or Mastercard logo
    • PayPal Payments (What is Paypal and FAQs.)
    • Prepaid Cashier Check/Money Order/ Personal Check (U.S. Issued) - Please allow approximately 5 business days for personal checks to clear.
    • Wire Transfer - Please contact mwave for account information.


    What are my shipping method choices?

    • Standard Overnight- One business day
    • Two Day Air - Two business days
    • Three Day Air - Three business days
    • Ground Service - Approximately 5-6 business days
    • FREE Super Saver Shipping (select products only) - Approximately 7-10 business days (Contiguous United States only, excludes AK, HI, APO/FPO)
    • APO/FPO Military - US Priority Mail (Restricted to Military Addresses only)
    • Will Call/Pickup - Come to our location in Southern California and pick up

    The above delivery methods do not include processing time or delivery on weekends and holidays.

    Do you ship internationally?

    Unfortunately, we do not currently ship internationally. We do require a US billing and shipping address. We do apologize.

    Do you ship APO/FPO?

    Absolutely! We gladly ship to the men and women serving in the armed forces with an APO or FPO address. When obtaining a quote or purchasing through our web site, simply select "APO/FPO Military Post" or "APO/FPO Military Priority" as your shipping method.

    How do I pay by Bank Wire Transfer?

    In order to pay by bank wire transfer, please place an order and select "Prepaid Check/Money Order" as the payment method. Once you receive your order number, please e-mail your invoice number to Customer Service for wire transfer instructions and account information. Please note that our bank will charge a $15 wire transfer fee in addition to your order total. Your bank may assess a fee as well, please check with your applicable bank.

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    Coupons


    What are gift coupons?

    Mwave issues "gift coupons" with eligible products purchased. These coupons will be issued via e-mail once the "qualified" item has shipped. These coupons may be used towards ANY future purchase, with no minimum purchase requirements!

    *No gift coupons will be issued for items purchased with gift coupons.

    If you experience any problems, please visit Contact Us and send a message to customer service.

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    I received a coupon code but it doesn't work!
    Some coupon codes are specifically issued to your mwave account, and may not be used with any other e-mail account. If you were sent a coupon code by mwave, please make sure that you use the appropriate account with the coupon. One coupon is allowed per order. Please also ensure that the coupon date has not expired.

    If you experience any problems, please visit Contact Us and send a message to customer service.

    I did not receive my $5 coupon for my product review?

    $5 Product Review coupons** are issued to "M" Club members only, and your review must be approved by our Review Department. If it has been declined, you will receive a notification via e-mail. If approved, "M" Club members will receive a $5 off coupon good towards a future purchase of $25 or more.

    ** There is a limit of two coupons issued per month for each customer. Unlimited coupons may be received for products with "no reviews" or if the product was "purchased from mwave".

    If you experience any problems, please visit Contact Us and send a message to customer service.

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    Processing

    When do you charge my credit card?

    Your credit card will be charged immediately upon receipt of your order, so that we can begin immediate processing of your order.

    Can you ship to a different address than my billing?

    Yes, we are able to ship to an address other than your billing address. However, we do require an authorization, so that we can help cut down on fraudulent usage of credit cards, that is currently so prevalent on the internet. This one step helps us cut down on fraud, keeps our costs down, and enables us to provide our customers with the lowest price possible. The procedure is done strictly to protect consumers, as well as ourselves as a merchant. We realize that this policy may be slightly inconvenient, however it enables us to provide you with the best possible price. Here are the authorization procedures that we accept:

    *Required:
    Contact your credit card company to have your shipping address added as an authorized shipping address on their records. Please send an e-mail to our processing department through our Contact Us Page, when the address is successfully added.

    How long will it take before it ships?

    We do request 1 - 2 business days to process an order. Mwave will always attempt to ship your order faster, but can not guarantee same day shipping.

    Tip: If you want to make sure your order ships as fast as possible, we recommend shipping to your billing address on file with your credit card company AND place your order before Noon pacific standard time.

    Orders that are not in stock or having address verification issues may be delayed further. All orders including "assembly and testing" options will take an additional 24-48hrs. Please keep in mind that we do not process orders on weekends or observed holidays.

    How do I check status on my order?

    For your convenience, mwave will automatically send you updates regarding any pending orders via e-mail. However, you can also obtain your order status directly through our web site.

    Click on the following link to check the status of your order: Check Order Status

    If for some reason you are unable to retrieve the status on your order from our web site, please feel free to send an e-mail to our processing department through our Contact Us Page.

    How do I get a tracking number?

    Mwave will automatically send your tracking numbers via e-mail once your order has shipped. If for some reason you have not received a tracking number and your order has indeed shipped, please verify your e-mail address on file. You can also visit your order status directly through our web site.

    How can I change an order?

    You may request a change to your order, provided your order has not already been processed and shipped. Please e-mail your exact changes and invoice number to our processing department through our Contact Us Page. We will do our very best to accommodate your request.

    How can I cancel an order?

    You may request a cancellation of your order, provided your order has not already been processed. We will make every attempt to cancel the order, and will send a confirmation upon cancellation.

    Click here to Contact Us and send a message to customer service to cancel your order.

    What if my product is on back order?

    Any items that are unavailable, you will be notified via e-mail. At this time you may either choose to wait for the item to arrive, or select another product. Your product(s) will be promptly shipped as soon as the product arrives. No additional shipping fees will be charged.

    Your account will be charged for the entire order, so that mwave can reserve the product and price for you. If this is not acceptable, you may cancel that portion of the order, and request an immediate credit by contacting customer service through our Contact Us Page.

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    Security & Privacy

    Is your web site secure?

    Mwave utilizes the most advanced form of SSL software available through Verisign, to keep your sensitive personal information safe and secure while being transmitted over the internet. For added protection, we also have partnered with the "McAfee Secure" program where we undergo intensive, daily security scans which help keep you safe from identity theft, viruses, spyware, and other online threats.

    What is your privacy policy?

    At Mwave.com, we value our customers and their privacy. We will not give, sell, rent, or loan any personally identifiable information to any third party. Customers may choose to be included or excluded from e-mail promotions through their on-line account at their discretion.

    Please click here for a complete overview of our privacy policy.

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    "M" Club Questions

    What is "M" Club?

    "M" Club is a FREE membership club offered to mwave shoppers, where members receive exclusive savings & benefits. "M" Club gives loyal mwave shoppers rewards for coming back again and again. Once you join the club, the savings are automatic, you need not do a thing!
    For more information about the benefits of joining "M" Club, please click here:
    "M" Club Benefits

    It won't allow me to join "M" Club, it says I am already a member?
    Mwave allows one membership per customer. So if you have a duplicate account with the same billing address and information, our system will only allow one account. Please make sure that you do not have duplicate accounts.
    If you experience any problems, please visit Contact Us and send a message to customer service.


    Why Can't I get the "M" Club price?

    1) Please make sure that you have joined the "M" Club, in order to take advantage of our "M" Club pricing. Click here to join now, FREE with no obligations.

    2) If you are not logged into your account registered under "M" Club, our system will not recognize you as an "M" Club member. * Please note for Google checkout, your e-mail address registered for "M" Club and Google checkout e-mail address must match to be recognized.

    If you experience any problems, please visit Contact Us and send a message to customer service.

    What is "M" Club Rewards?

    For each purchase made with mwave.com, mwave will give you 1% of your sub-total (excludes shipping/tax) back to you, good towards future purchases with us. Under "My Account", you may view your eligible rewards that you have earned. After a period of 30 days from your purchase date, these rewards will become available for use on our web site during your checkout.

    If you experience any problems, please visit Contact Us and send a message to customer service.

    Redeeming "M" Club Rewards

    In order to redeem your rewards, you must wait 30 days from your purchase date for use. Any refunds or cancellations will be deducted from this total. These rewards will automatically display during final checkout under "Promotions" and then "M" Club Reward Points. You may apply any portion of your rewards towards your purchase, or you may continue to accumulate them as long as you wish to save for a larger purchase. "M" Club rewards are non-transferable, and have no cash out value.

    If you experience any problems, please visit Contact Us and send a message to customer service.

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    Returns / Policies

    What is your refund policy and request a refund?

    We offer a 30 day money back guarantee for all products, unless otherwise specified. Memory and processors carry a 7 day money back guarantee, and other items may have limited return policies, and are specified in our return policies. All shipping charges are non-refundable. A 15% restocking fee will be applied to any non-defective products (excludes jewelry in original condition, see below).

    Please visit Contact Us and send a message to customer service to request a refund.


    What is your Jewelry "No Risk" Policy for refund?

    Our "No Risk" Money Back Guarantee applies to Jewelry only (no watches). If returned in it's original un-altered condition with original packaging, jewelry may be returned for a refund without a restocking fee. Shipping charges are excluded and are non-refundable.

    How do I get technical support?

    Mwave does not currently offer technical support. You may contact the manufacturer directly for any technical issues that arise. Please contact mwave if you need any assistance locating the manufacturer information.

    How do I exchange a defective item?

    In the unfortunate event you receive a defective product, we do sincerely apologize. Please keep in mind that we do not manufacturer the components, therefore we have no control over the defective rate. However, we are here to help and will be happy to assist you with a replacement within the allotted warranty period. However, for all "retail version" products, please contact the manufacturer directly, they will be happy to assist you with a replacement.

    Please visit Contact Us and send a message to customer service and request an exchange.

    Click here for a complete overview of our return policies Return Policies

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    Contact Information

    How do I contact Mwave?

    Please visit our
    contact page for a complete list of the departments here at mwave, as well as our business hours.

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