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FREQUENTLY ASKED QUESTIONS

Customization Question

While most computers can be customized, not all can. Laptops in particular are more limited with their customization options, often only having room to customize an item by removing a different one. Some parts are also not interchangeable, for instance DDR3 RAM will not fit in a slot designed for DDR4 RAM or vice versa. We take the guesswork out of this process though, and all upgrades that are available through us for a unit will be listed in the customization options for the item. We also offer a handy customization guide available here to help you decide what parts would work best for your particular needs. This way you do not need to become an expert to know what parts to add to your computer to make it perfect for you.
All components are not able to be customized on all computers. Any components available to be customized on the unit you are looking at will be listed in the customization options for the item. If an item is not listed there we are not able to customize it for you currently.
If you are able to add additional hard drives to a unit, this will be listed in the customization options for that unit. If this customization option is not listed, this unit is not able to have additional internal hard drives. You would still be able to use an external hard drive connected via USB or Thunderbolt 3 for additional storage capability.
If you are able to upgrade/add more RAM to a unit this will be listed in the customization options for that unit. If this customization option is not listed, this upgrade or addition is not possible. On many laptops in particular, the ability to upgrade or add RAM may be limited or nonexistent. We do offer a wide variety of different units that are able to have this upgrade/addition applied though, and if the unit you want does not have this option please check out our other offerings here that can be upgraded.
Unfortunately we are not able to change the color of a computer. We do offer several models with multiple color options from the manufacturer. If this is an option it will be listed in the customization options for that item. If this is not an option for the unit you would like please check out our other offerings at the link here.
Due to the issues upgrading components in laptops, these components are either not at all customizable, or the customization options are severely limited. As such we do not specifically upgrade these parts, if you would like a unit with a different option for these components you would need to select a different unit. Our selection of different laptops is available at the link here.
While virtually every part of a desktop is customizable pre-built units from manufacturers can provide some difficulty with in depth customizations, and as such we do not currently offer upgrade options for these items. We are exploring options for this now though, so please check back and if this is a service that you would be interested in please let us know using our comments form at the link here.
Unfortunately due to the way that Windows is installed by OEM manufacturers we are not able to offer different versions of Windows than what what was originally installed on the machine. If the system were to ever need to be restored to factory settings you could lose access to the upgraded copy of Windows as the system would always reinstall the version that was originally installed to the unit, and even worse you could lose data or access to programs that are not replaceable. As such we do not offer this upgrade option unless it is an option from the factory. If you would like to upgrade your copy of Windows 10 home to Windows 10 professional yourself, you can do so using the link here. Make sure to keep track of the product key code that they provide as you will need this in the future if there is an issue with your Windows activation.
We are not able to add or remove any software programs from customized computers at this time. If this is a service that you would be interested in please let us know using our comments form at the link here.
All customized computers that we sell are also covered by the manufacturer's warranty, but this only applies to the OEM, non-customized parts of the system. All customized components (any component added to a unit by us according to your specifications) are covered by the NexiPC warranty guarantee and have 1-year of FREE warranty coverage provided by us. All upgraded components (components upgraded from OEM original specifications including; RAM, SSD's and HDD's) are covered by the NexiPC warranty guarantee and have 2-years of FREE warranty coverage provided by us.

Order Question

Unfortunately we are not able to ship internationally due to constantly changing restrictions, duties, and tariffs on electronics. As such, we do also recommend that customers not use international forwarding addresses to order from us as we are not able to provide support outside the US. Amazon offers items in most countries around the world though, so they may be able to assist you with your purchase at the link here.
Unfortunately in most cases we are unable to change the shipping address on an order once the order has been processed due to the speed of our services. If you do need to try to change an address after your order has been placed, please contact our customer service team at the link here. Due to Amazon regulations we are not able to change the shipping address of an order after it has been placed for orders placed through Amazon. For assistance with this issue please contact Amazon at the link here.
You can download a copy of your Amazon invoice directly from your account at the link here. You can download a copy of your PowerPCMall invoice at the link here.
You can obtain your Amazon order tracking information on your orders page in Amazon, or at the link here. You can view the tracking information for your NexiPC order on your account page, at the link here.
To request approval for a return through Amazon please click on the link here. You may return any new merchandise purchased from NexiPC that is "dead on arrival" or that arrives in damaged and/or defective condition for a full refund within 30 days of purchase. We do not accept returns after 30 days, and all other returns will be charged at minimum a 20% restocking fee plus the original shipping cost. Our full return policy is available at the link here.
We do provide FREE returns on all orders placed on NexiPC.com. If you need a request a return please contact our customer service team at the link here. If you placed your order through us on Amazon you can also get free returns by registering your order at the link here.
PowerPCMall will match any normal prices from our website on our Amazon storefront as well. We are not able to match competitor pricing and our sales pricing is only available on our website.
Unfortunately we are not able to offer our discounts or promotions on the Amazon website, and cannot match discount or sales pricing. We are able to offer much larger discounts and better promotions to you this way, promotions and discounts that would not be approved on the Amazon marketplace.
It takes 1-2 business days to process your order information through to our customization department, and another 1-2 business days to finish the customization process. Shipping typically takes 2-4 business days depending on where your shipping address is, though this may vary. As such, expected delivery times for custom computers are approximately 4-10 business days from the time the order is submitted.
The PowerPCMall rewards program is a special program that we created so you can get money back when you make purchases with us. For every 5000 points you earn you can get a $50 discount on your next order, and you can earn points a few different ways. The primary way to earn the points is to buy things you need on our website, for every dollar you spend on PowerPCMall.com you earn 2 points! But we also give you ways to earn free points and extra discounts so you can make the most of the program. When you sign up in the program we give you 1000 FREE points, and on your birthday each year you get 2500 FREE points. We also have a referral program where you and a friend could both earn a $25 discount just by signing up for the rewards program and buying something that you were already going to buy anyways.
If the item you are trying to purchase is able to have the current sale/discount applied it will be applied automatically at checkout. If you think your order is eligible for this promotion but it is not being applied correctly please contact us at this link.
All customized computers that we sell are also covered by the manufacturer's warranty, but this only applies to the OEM, non-customized parts of the system. All customized components (any component added to a unit by us according to your specifications) are covered by the NexiPC warranty guarantee and have 1-year of FREE warranty coverage provided by us. All upgraded components (components upgraded from OEM original specifications including; RAM, SSD's and HDD's) are covered by the PowerPCMall warranty guarantee and have 2-years of FREE warranty coverage provided by us.
For customers looking to protect their computer for longer than the standard warranty period, or for those looking to add additional protection to their investment, we do provide extended warranty coverage. This extended coverage comes in the form of both accidental damage coverage as well as a longer-term standard warranty option. If you would like to add this coverage to your order, you will have the option to purchase either form of extended warranty coverage on the product detail page.
If you need to cancel an order placed through us, please give us a call or send us an email using the link here.
Please send your tax exemption paperwork to us at the email address listed here.
You can view our full return policy linked here.

Customer Service Question

All computers customized by NexiPC have been opened to install the desired components into the system. As such you will notice that the product box has been opened and the factory seal will be cut. This is a necessary part of the customization process for us to install the upgrades, and the computer is never used during this process. As such you can rest assured that the computer is indeed new, and is exactly the way you ordered it.
Our customized computers will in most cases ship in the manufacturers original packaging. As such the product identifier stickers on the outside of the box will no longer accurately describe the contents of the system. If after opening the unit you still are not sure if the item has the correct specifications please contact us at the link here.
Due to the customizations added to your computer the outside packaging will not accurately reflect the system configuration of your computer. If after opening the unit you still are not sure if the item has the correct specifications please contact us at the link here.
For assistance with warranty claims please send us an email at the link here. Please provide your order number in your email and specify what the issue is you are encountering with your computer. Please also provide any error messages that have displayed, as well as any pictures that you have taken that you feel may help show the issue. Our expert tech support team will then help guide you through the warranty process. Our technicians will determine what the issue is and then figure out what steps to take to resolve the problem for you as quickly as possible.
Our contact information is listed below at the bottom of the page, or can be accessed here. Please feel free to contact us at any time.
It takes 2-3 business days to process your return from the time that we receive it, at which point we will provide your refund. It typically takes another 1-3 business days for the refund to then process, though this time period depends on your financial institution's processing times regarding refunds. As such total refund processing time will be between 3-6 business days from the time we receive the return.
Occasionally games will wind up in a place in the packaging that you would not expect it. Typically these games are sent as codes and they might be with the manuals or with the exterior packaging in an unusual spot. Please search carefully and if you still are not able to find the game please let us know here.
Unfortunately manufacturers love to make this difficult, computers now are much like cars in this. The 20XX model year computers are actually produced a year earlier than the advertised date. This gives manufacturers time to get units to retailers and work through issues, but creates confusion as to what a given years model actually is. If you feel there is an issue with your order please contact us at the link here for assistance.
Please check with friends, neighbors, family members, apartment personnel, and anyone else that may have received this package without telling you. Check the tracking information and determine who signed for the item and try to find someone by that name or a similar name. If you still are not able to find the order please contact our customer service team at the link here. You will need to file a claim for the item with the carrier, or pursue a stop payment with your financial institution to rectify the issue, but we will help you get this process started.
If you received a damaged item, please contact us within 24 hours of receiving the item to start the damage claims process. Please take detailed photographs of the damages to the unit, and send those to us along with an explanation of the issue using the email address at the link here.
If you received a defective item, please contact us immediately after noticing the defect to start the defective item claims process. Please send us an email with a detailed description of the defect using the email address at the link here.
Manufacturers have been getting crafty with their placement of these items, please thoroughly check the packaging for this item. There will likely be a "hidden" compartment in the packaging materials where they place the cord, and this will likely not be easily visible. Please carefully check the Styrofoam and cardboard packaging for this compartment and if you still are not able to find the cable please let us know at the link here.

Support Question

To have a repair started please contact us at the link here. We would be happy to help troubleshoot the problem, and if necessary have the unit brought back to us for warranty repairs.
Unfortunately, all repairs are unique. An issue that might take one day to fix on one unit might take much longer with another due to a variety of different factors. As such we are not able to provide an exact time for how long repairs will take, our current estimate though is 1-3 weeks for most repairs. To inquire about the status of a repair or to have a repair started please contact our tech support team at the link here.
For assistance with Windows issues, please contact Microsoft at the link here.
Windows mostly does their activation through licenses now, rather than product keys. If you do not see a physical sticker on the bottom or back of your unit with the Windows product key, then the copy of Windows on your unit is activated through a license not a key. This is set up when you log onto the machine and you do not need to enter a product key. For further assistance with this issue please contact Microsoft support at the link here.
Try these tips to get your touchscreen working. If this does not help please let us know at the link here. 1. Restart the computer. Sometimes that is all that it needs. 2. Wipe off the display with a soft, clean cloth. Yes, sometimes it is just that. 3. Go to "Start" and in the search box type "Calibrate the screen for pen or touch input". Choose the top result. In this new screen click "Setup" and follow the instructions. 4. Go to "Control Panel" and then "Device Manager". Select the "Monitors" section and right click on your monitor. Check the information for the touchscreen and make sure it is "enabled". 5. Repeat step 4, but instead choose "Update driver software" from the right-click menu.
Unfortunately we do not have the ability to perform remote assistance troubleshooting with our computer systems, but the manufacturer of your computer will be able to help with this. Please contact them using the support link for the manufacturer of your unit in our links section here.
If you are not able to get your computer to turn on properly please check out our links page here. Locate the manufacturer of your computer from the list and the type of issue you are having, in this case a battery/power issue, and then follow the troubleshooting links provided for that issue. If you are not able to resolve the issue using these links please contact our tech support team at the link here.
If you are not able to get the backlit keyboard to work properly please check out our links page here. Locate the manufacturer of your computer from the list and the type of issue you are having, in this case keyboard/mouse/touchpad issues and then follow the troubleshooting links provided for that issue. If you are not able to resolve the issue using these links please contact our tech support team at the link here.
If you are not able to get the DVD drive on your computer to work properly please check out our links page here. Locate the manufacturer of your computer from the list and the type of issue you are having, in this case DVD/CD/Blu-Ray issues and then follow the troubleshooting links provided for that issue. If you are not able to resolve the issue using these links please contact our tech support team at the link here.
If you are not able to get the keyboard on this unit to work properly please check out our links page here. Locate the manufacturer of your computer from the list and the type of issue you are having, in this case keyboard/mouse/touchpad issues, and then follow the troubleshooting links provided for that issue. If you are not able to resolve the issue using these links please contact our tech support team at the link here.
If you are receiving a hard drive error please check out our links page here. Locate the manufacturer of your computer from the list and the type of issue you are having, in this case hard drive issues, and then follow the troubleshooting links provided for that issue. If you are not able to resolve the issue using these links please contact our tech support team at the link here.
If you are not able to get networking options to work properly please check out our links page here. Locate the manufacturer of your computer from the list and the type of issue you are having, in this case networking issues, and then follow the troubleshooting links provided for that issue. If you are not able to resolve the issue using these links please contact our tech support team at the link here.
If you are not able to get your computer to work properly please check out our links page here. Locate the manufacturer of your computer from the list and the type of issue you are having, in this case it would be crash/freeze issues or other error messages, and then follow the troubleshooting links provided for that issue. If you are not able to resolve the issue using these links please contact our tech support team at the link here.
If you are having an issue where you computer is making noise please check out our links page here. Locate the manufacturer of your computer from the list and the type of issue you are having, in this case it would likely be a cooling issue, and then follow the troubleshooting links provided for that issue. If you are not able to resolve the issue using these links please contact our tech support team at the link here.
If you are not able to get the USB ports on your computer to work properly please check out our links page here. Locate the manufacturer of your computer from the list and the type of issue you are having, in this case ports issues, and then follow the troubleshooting links provided for that issue. If you are not able to resolve the issue using these links please contact our tech support team at the link here.