Dell Order Support Frequently Asked Questions | FAQs

Find information about your Dell Order Support on topics such as Order Status, Shipping, Delivery, Cancelations and Returns.

Payment and Tax

Why have I been charged taxes?
- Dell is required by law to collect sales taxes that apply to your order. Sales taxes vary, depending on where your order is being shipped and on the products that you bought.
Did Dell receive my payment?
- As soon as we have received and processed your payment we will send you an order confirmation email.
- After that, your order will move to the next status and will be an order in production (Dell-branded products) or getting ready for packaging (non-Dell branded products).
- To check if we have processed your payment, please go to the Dell Order Status tool.
  - If your order is listed as "Order Processing," we haven’t been able to process your payment yet.
  - If there’s any problem, we will send you a notification with further instructions. So please check your email regularly (including "Junk" and "Spam" mail folders).
Can I change the method of payment of my order?
- The only way to change your method of payment is to cancel your order before it ships and then place a new order using the correct method of payment.
Why my order is on hold or taking too long to process my payment?

If you receive an Order Held email, it means that we couldn’t obtain authorization to process payment for your order.
To protect your security and privacy, your card issuer cannot provide information about why your payment was declined.
Please follow the email instructions and contact your card issuer. After the payment issue is resolved, your order will continue to the next step. Please check your email regularly (including "Junk" and "Spam" mail folders) for any communication from Dell.
It is not unusual for this to happen, and the most common reasons are listed below:
1. Card issuers may flag any unexpected activity on your account, such as online orders or high value purchases, regardless of the amount of funds available; they will require your verbal authorization.
2. Cards have limits on how much money can be charged or accessed in a single day. Regardless of available funds in the account, your card issuer may require you to request a higher purchase limit to complete the transaction.

Shipping and Delivery

Find your Order Number, Customer Number, check the Status of an Order, find out what happens when an order is delayed or not delivered, how to find the estimated delivery date and how is it determined, why can you have multiple order numbers or packages for your order, which shipping methods and carriers are available, do I need to sign for a delivery and can I change my delivery address?
Estimated Delivery Times
- After you complete your purchase, Dell provides an estimated delivery date, which you can review in your Order Confirmation email or online. This estimated date will vary depending on your choice of a ‘Ready to Ship’ product or all other products which are factory built.
- Once you place your order, please note that there will be a slight delay in receiving your estimated delivery date while your order is being processed.
Ready to Ship
- The online web application allows you to easily view the current stage and status of orders. It also enables you to check the progress of your order at any time. You can track your orders placed, both online or offline.
How can I check the progress of my orders?
- ‘Ready to Ship’ products are prebuilt around the features many of our customers prefer. You’ll get everything you need together with support services to keep your system up and running.
- The date under ‘Ready to Ship’ represents the date when your product will be dispatched from the factory.

All Other Products

For all other products which are factory built, Dell configures to your specifications and will provide you a “ships in” date range, which is the approximate date range by which your order will ship from the factory.
Delivery of your product after it has shipped from the factory will typically be within the following timeframes:

Products	Estimated Delivery Range after product ships from factory
Notebooks and tablets	6 - 11 business days
Desktops and workstations	6 - 13 business days
Printers, Monitors, Projectors and other accessories	2 - 4 business days

Please note that the Estimated Delivery Date stated in your Order Confirmation document is calculated by adding together the number of days taken to ship your product from the factory and the Estimated Delivery Range days noted by product above.
Dell is not liable for any losses, costs, damages, charges or expenses caused by any delay. Software or accessories may be shipped separately and arrive later, or may delay the order.
You will be provided with an Estimated Delivery Date by means of your Order Confirmation e-mail and via the online Order Status Tool. Dell makes every effort to ensure that we provide accurate and helpful Estimated Delivery Dates.
For complete details, see Dell’s Terms of Sale.

Where can I check the status of my order?

You can check the current stage and status of your order 24/7 through our Online Order Status tool.
You can track your orders placed, both online or offline.
When your order has shipped, the tracking link will not be visible immediately. This information will appear as soon as the carrier provides this information.

What is available for me in the Online Order Status details page?
- Provides an "At-a-glance" summary status bar.
- Delivery information (information available is dependent on order status)
- Order status
- Estimated delivery date
- Ability to request SMS Text messages and add additional email addresses to be notified when your order ships (dependent on order status)
- Tracking link, tracking number — if the carrier link is available, you will be taken through to the carrier website for order tracking
- Carrier
- Shipped date
- Shipping method
- Order date
- Packing slip link when orders shipped)
- Invoice link when order shipped
What is the Estimated Delivery Date and how is it determined?
- Estimated Delivery date is the date that Dell expects your order to reach you.
- You will be provided with an Estimated Delivery Date by means of your Order Confirmation e-mail and via the online Order Status Tool. Dell makes every effort to ensure that we provide accurate and helpful Estimated Delivery Dates.
- We aim to be as accurate as possible when estimating delivery times. However, actual delivery dates are subject to change based on a number of conditions, including:
- If your order contains non-Dell-branded products and peripherals (such as Logitech® keyboards), these products will be delivered separately from your Dell system or accessories order.
What is the Estimated Shipping & Delivery for software & peripherals?
- "Usually Ships In" represents the estimated time it takes to process your order and fill your software or peripheral item. It does not include additional time needed to build your system if you ordered a computer along with software and peripherals.
- Your estimated ship date may vary based upon the payment method you choose and other factors. The "Usually Ships In" date is intended as a guide and does not provide you with an actual ship date.
- Delivery method of a Software & Peripherals order without a system, will be the fastest available and customer delivery will generally be within 1-2 days of shipment, depending on customer location.
- You will be provided with an Estimated Delivery Date by means of your Order Confirmation e-mail and via the online Order Status Tool. Dell makes every effort to ensure that we provide accurate and helpful Estimated Delivery Dates.
Why is my order delayed?
- Payment Processing: If we are unable to process your payment, this will delay the start of production of your order.
- Shipping Method: Please note that shipping method you chose at the time of purchase is applied AFTER your order has completed production/packaging. Your order may not be delayed. The Estimated Delivery Date communicated to you at the time of purchase provides you an estimate of when the product will reach you.
- Part Shortage: Dell may experience part shortages on popular products or when our suppliers experience delays.
- Weather/Natural Disasters: These delays may impact Dell’s part suppliers or your order after it ships.

There are several reasons that your order maybe delayed:
Your Online Order Status provides you with the most current status of your order as well as access to key features that help you manage your order.
Need further assistance? Please contact our Dell Customer Support experts.

Which carriers are used for shipping?
- Dell partners with Syncreon to deliver your order. Tracking Numbers and Carrier Links will be provided on your Online Order Status when your order ships.
- Bulk orders of more than 20 packages may get shipped by a different carrier.
Do I need to sign in for delivery?
- Most of our shipments contain valuable items, so our carriers are required to obtain a signature upon delivery for equipment ordered.
- If you are not available to sign for the delivery, you can arrange for another adult to accept the delivery on your behalf – as long as it is at the same address.
How is multiple items delivery managed?
- Depending on what you ordered, your order may be shipped in more than one box. Parts of your order may be shipped with a different order number and may not arrive on the same day.
- You can view all of your orders by using your Dell Purchase ID Number in the “Search By” field in our Order Status Tool.
- This number can be found on your Order Confirmation e-mail. You can also view your orders by logging into My Account.
Can I change my delivery address?
- As soon as you have submitted your order, the delivery address is verified.
- To help prevent fraud, we cannot change the delivery address after your order is submitted and verified.
- If you won’t be available to accept delivery, you can arrange for another adult to take delivery on your behalf — as long as it’s at the same address.

Returning or Changing Your Order FAQS

What is Your Right to Cancel?
- You have a right to cancel your purchase contract since your purchase contract with Dell was concluded ‘at a distance’.
- For Product order cancellations / returns – you have 14 calendar days in which to request cancellation of the purchase and return the Product, starting on the later of the day after:- 1) the day you receive your Order Confirmation OR 2) the date of delivery;
- For Services order cancellations / returns – you have 14 calendar days to cancel and return as above, starting on the day after the day you receive your Order Confirmation. If you cancel within the 14 days and you have requested or accepted performance of the Service, then you will be refunded pro-rata based on the Services performed up until the date of receipt by Dell of the cancellation notice. You lose the right to cancel if the Services are fully performed within the cancellation period; and
- For Software order cancellations / returns - you have 14 calendar days to cancel and return as above, starting on the day after the day you receive your Order Confirmation, except that you lose your right to cancel if you download or begin using the Software during the 14 day cancellation period. You may not obtain a refund on return of a Software or operating system element of a Product only. If you don’t want the pre-installed software or OS, you should return the Product.
- Unfortunately we cannot accept changes to an Order once it is submitted. But if you are aware of an error, you may be able to cancel your order and re-submit a further, corrected order.
How do I Exercise your Right to Cancel?
- If you wish to exercise your Right to Cancel, you must inform us of your decision to cancel.
- You can request a return by contacting Customer Support from the “Action Menu” on your Online Order Support.
What are the Effects of Cancellation – Refunds and Returns?
- Refunds will be processed as soon as possible and you will usually be refunded within 14 calendar days of receipt by Dell of your cancellation notification.
- Once you have notified Dell of your wish to exercise your right of cancellation, Dell will arrange for collection of the Product(s) or provide instructions and details for you to return the Product direct.
- You must return Product(s) in their original condition and within 14 calendar days of your cancellation notification, unless Dell provides a later collection date.
- Dell may charge you for any damage caused to the Product(s).
- Where Dell arranges collection, return shipping will be free, unless Dell notified you otherwise. However, Dell may withhold payment of your refund pending receipt of the returned Product (in its original condition).
Can I change my order?
- Before placing your order, please make sure you have included everything you need as we cannot make any changes once the order has been submitted.
- Unfortunately we cannot accept changes to an Order once it is submitted. But if you are aware of an error, you may be able to cancel your order and re-submit a further, corrected order.
- If you have forgotten something, simply visit our website to place another order. Click on the Shop tab on the main menu.
Can I cancel my order?

To check if it’s still possible to cancel your order, please go to the Dell Order Status tool.
If your order is listed as "In production" or "Shipped," it’s no longer possible to cancel the shipment but you will still have your right to cancel and return.
Please contact Customer Care if your order is listed as "Pre Production" and you want to cancel it.

How can I return my Dell order?

If more than 14 calendar days have passed since your delivery, please contact Customer Care.
Please note that the Right to Cancel applies to Home customers only.

If I return an order to Dell, will the shipping charges be refunded?

When you return your order in line with the above, we'll credit your account for the price (inc. standard delivery charge if this was charged).

Problem with an order

Where can I find my Order Number and Customer Number?
- Your Order Number and Customer Number are sent to you in the Order Confirmation document via email after your order is processed.
- Please be sure to check your Spam mailbox to see if your email filters have identified the email from Dell as spam.
What do I do if my order arrives and something is missing or wrong?
- If your order has arrived and something is missing or wrong, please make sure you check the items that you have received against the information on your packing slip and/or your Order Confirmation document.
- Wrong Items- If the item you ordered is listed correctly on your packing slip and/or Order Confirmation document, but the item actually delivered is incorrect, please contact Dell customer support via the online form at Contact Customer Support.
- Missing Item- If an item appears on the Packing Slip and/or Order Confirmation document but hasn’t arrived, your order may have been shipped in multiple packages and your items may still be in transit.
What do I do if my order arrives and something is damaged?
- If you have received your order in a damaged box and/or the product has physical damage please contact Dell Customer Support.
- If an item in your order does not have physical damage but is not functioning properly or will not power on, please contact Dell Technical Support.
Why has my order been cancelled?
- Your order maybe have been cancelled for one of the following reasons:
  1. Payment Issue: We either have not received your payment or have not been able to process your payment successfully.
  2. Product Availability: The product you’ve ordered is no longer available or there was a part shortage.
- If you haven’t received any notification and your order has been incorrectly cancelled, Contact Customer Support for further investigation.
How can I track the status of my Service Request?
- You can follow the status of your Care service request (SR) 7 days a week, 24 hours a day by accessing our Support History.
Where do I find my Internet Receipt number?
- Your Internet Receipt number is sent to you in the Order Acknowledgment document via email after you place your order on the Internet.
- Please be sure to check your Spam mailbox to see if your email filters have identified the email from Dell as spam.
When can I expect to see information online about my order?
- Order information is available for viewing in Dell's online order status tool after you receive your order confirmation e-mail.
- You should receive your order confirmation e-mail within up to 48 hours after placing your order.

Invoice and Shipping Documents

What is a packing slip?
- Every order that is delivered by the carrier includes a packing slip that lists all the items included in the delivery. This document should be packed on top of the shipping box when your order is delivered.
How can I get a copy of my packing slip?
- Obtaining a copy of your packing slip for a recent order has never been easier.
- If your order is within 6 months of your order ship date, you will be able to see and print your packing slip.If your order is outside 6 months of your order ship date, please complete a short form and we will send you this information via email.
  Option 2:
  1. Click Packing Slip
  2. Fill in the form. For your protection, we require 3 pieces of information for your verification.
- If your order is within 6 months of your order ship date, you will be able to see and print your packing slip.If your order is outside 6 months of your order ship date, please complete a short form and we will send you this information via email.
  Note:
  You will get your packing slip including:
  - Order information
  - Shipping informatione.
  - Service Tag numbers (system orders)
  - Product descriptions
  - Shipping address (when you are authenticated/logged in to My Account)
How can I get a copy of my invoice?
Invoices are available 48 hours after the order ships.

Online: To download your invoice enter your order number on the Online Order Support page and click on View Invoice from the “Action Menu”.
Customer Care: If you need further assistance, please contact Customer Support from the “Action Menu” on your Online Order Support and we will send your invoice to you via email.

How can I get a copy of my product manual?
- To download a product manual, follow these steps:

Dell “My Account” FAQs

How can I create “My Account” on Dell.com?
To create "My Account" on Dell.com, perform the following steps:
1. Open: My Account.
2. Select "Create a Dell.com account"
3. Fill in the required fields.
4. Select "Complete Registration" at the bottom of the form.
Why am I getting an error message when I attempt to register or update "My Account?"
- "This email address already exists"
  - This error indicates that there is an existing "My Account" profile created using the same email address.
  - You can use the "Forgot Password" link to retrieve the password associated with the email.
- "This Customer Number is already tied to another member's profile"
  - This error indicates you already have an existing account using that Customer Number.
  - Try to log into the existing account. You can request your original “My Account” password if you have forgotten it.
What do I do if I have forgotten "My Account" login password?
- If you have lost or misplaced your "My Account" password, you can have it sent to you by email.
  1. Open: My Account.
  2. Select "Forgot your Password?"
  3. Enter your email address in the Email Address box. This must be the email address that is currently registered in your "My Account" profile.
  4. Select "Continue".
- If you have lost or misplaced the password for the email address that was used to create your My Account password, you have two options:
  1. Reset your email address password. Refer to your email provider for more information.
  2. 2. Create a new My Account. Refer to KB article "I forgot or can no longer access the email address I used for Dell "My Account" – what can I do?"
How do I change my password or email address for "My Account" on Dell.com?
- To change your password, perform the following steps:
  1. Log into My Account.
  2. Select the link named "Email and Password" that is listed under the "My Account Settings" section.
  3. Updated the appropriate field:
    - Password - Enter your new password in the "New Password" box and in the "Confirm Password" box
    - Email - Enter your new email address in the Email Address field
  4. Select "Update."
- As an added security feature, our system only allows for one password change request every 24 hours.
Can I consolidate separate "My Account" registries into one?
- You cannot automatically consolidate or combine multiple "My Account" registries into one.
- You can manually update one of your “My Account” profiles to include the separate customer and order numbers from the other accounts.
  1. Open: My Account.
  2. Enter your username and current password, and then select Sign In.
  3. Under "My Orders" (first option on the right side), select "Order Status."
  4. Select "Find Missing Orders" (option on the bottom left side).
  5. Fill in the required fields.
  6. Select "Add Customer Number."
Why don't my most recent orders appear in the "My Account" profile?
If you ordered online without first signing into your “My Account’ profile or did not notify your Dell Representative of your "My Account" customer number, your order may not be automatically listed.
- You will need to add your recent order to your "My Account" profile.
  1. Open: My Account.
  2. Enter your username and current password, and then select Sign In.
  3. Under "My Orders" (first option on the right side), select "Order Status."
  4. Select "Find Missing Orders" (option on the bottom left side).
  5. Fill in the required fields.
  6. Select "Add Customer Number."
- To help ensure that details of your future orders appear in your "My Account" profile, follow these guidelines:
  1. Ordering online: Sign into your “My Account” profile before ordering online.
  2. Ordering by phone: When you're ordering by phone, tell the Dell representative the Customer Number for your "My Account" profile, and ask that they use it to place your order
How do I deactivate “My Account” on Dell.com?
1. Open: My Account.
2. Select "Settings"
3. Follow the provided path to deactivate your “My Account” information.

Products	Estimated Delivery Range
Dell laptops, desktops and tablets with the ‘Ready to Ship’ logo	2 - 4 business days

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Dell Order Support Frequently Asked Questions | FAQs