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.

Order Status

Where can I check the status of my Dell Order?

Online Order Support

Confirmed Status – Your order is being processed and has not shipped. You will have access to information and actions such as:
- Estimated Delivery Date
- All the details of your order
Built Complete – Your order has completed production at our overseas factory and is built as per your chosen configuration.
Shipped Status – Your order, or part of your order has shipped. The shipping details will include:
- Shipping Status: If your order has shipped. Once the order has shipped it may take up to 7-15 calendar days for the tracking number to be available as some shipments are shipping from overseas.
- In Transit to Local Hub: This means your order has shipped from factory to the Logistics Service Provider, or from the Logistics Service Provider to the customer’s shipping address.
- Details on each box or package that is shipping
Delivered Status – Your order, or part of your order has been delivered. You might be able to view delivery information, who signed for the package and access the below shipping documents from the “Action Menu” on your Online Order Support.
- Online Invoice Copy
- Online Packing Slip Copy

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.
- You can find your Order Number and Customer Number by logging into My Account. Once you are logged in you can find the details under “My Recent Orders”.
What if I only have the Internet Receipt Number (IRN) and no corresponding Order number? How do I check for the order status?
- Please reach out to our Sales team to check on the status of your IRN as there might be some issues processing your orders.
- Please be sure to check your Spam/Junk mailbox to see if your email filters have identified the email from Dell as spam.

Payment Issue

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?

Once payment has been processed, 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, visit your Online Order Support.
- If your order is listed as "Order Processing," we haven’t been able to process your payment yet.
- If there’s any problem, you may receive a notification with further instructions. So please check your email regularly (including "Junk" and "Spam" mail folders).
- In case of any further clarifications or assistance, contact Customer Support from the “Action Menu” on your Online Order Status page.

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 starts the production process) and then place a new order using the correct method of payment.
- Cancelling and re-entering an order may impact the delivery timelines.
- While re-entering your order, you may lose any promotions or discounts applied on the original order if they are no longer available/valid.
Why my order is on hold or taking too long to process my payment?
If the order is on hold due to Fraud verification you will have to submit identification documents as a proof to process the order. You might receive a call from Dell as a follow up if we haven’t received the document before the order is canceled.
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.
How do I pay for a Dell Financial Services Order?
- You will be receiving a call from our sales expert within 1-2 business days to process your order, alternatively, you may contact Dell Sales.
Does Dell offer access to financing?
Please refer to the below links for further assistance:
- Dell Financial Services for Small Business
- Latitude Financing (3rd party financier) for Consumer

Shipping

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. This estimation is calculated based on 3 key factors:
  1. Payment method - The amount of time it takes for authorization of the payment varies for different forms of payment such as Credit Cards, Pay Pal, and a Dell Preferred Account.
  2. Production/Packing time - This is the time that it will take to build and/or pack your order for shipment. The length of time is influenced by the production build time and/or product availability.
  3. Shipping Option Selected – It is important to note that this is specifically the estimated time it will take your order to reach you AFTER it has shipped.
- You can view the latest estimated delivery date information your Online Order Support.
Why do I have multiple Order Numbers or Packages for my Order?
- Multiple Order Numbers: Depending on the products you ordered and their production times or availability, your order maybe split into multiple orders and they may have different Estimated Delivery Dates.
  - You can view the status of all the order numbers associated with your order by searching your Online Order Support with the DPID (Dell Purchase ID) listed on your Order Confirmation email.
- Multiple Packages: Depending on the products you ordered, they may require multiple boxes or packages to safely ship your product. Each of these packages will have Tracking Numbers and Carrier Tracking links listed on your Online Order Support.
I chose Smart Select or Customized Bundle Order when should I expect my Order?
- Next Business Day Delivery is available for Smart Select (In-Stock and Ready-To-Ship) systems only. For delivery to metro area of Sydney, Melbourne and Brisbane.
- Smart Selection products typically have an estimated delivery time of 2-3 business days (depending on stock availability) from order confirmation for deliveries to Sydney, Melbourne, Brisbane, Canberra, Wollongong and Newcastle.
- If your order contains non-Dell branded products and peripherals these products will be delivered to you separately. Your Smart Select order is subject to Dell's Standard Terms and Conditions of Sale that are available on request or at www.dell.com.au
- For all other locations estimated delivery time may be longer, please visit our Shopping Page for further details.
Which shipping methods and carriers are available?
- You chose the shipping method at the time you purchased your order (Next Business Day, 3-5 Business Days, etc.).
- Dell partners with industry leading carriers for each shipping option, and we will use the most appropriate carrier to deliver your order. Tracking Numbers and Carrier Links may be provided on your Online Order Support when your order ships.
- Please note, the shipping method you chose at the time of purchase is applied AFTER your order has completed production/packaging.
- The Estimated Delivery Date communicated to you at the time of purchase provides you an Estimate of when the product will reach you.
- Your Online Order Support provides you with the most current status of your order.

Delivery

When will my Dell Order be delivered?

Online Order Support

Once the order is acknowledged you will also receive an order confirmation within 24 hours with Estimated Delivery Date.

Will I be notified when my Dell Order is about to be delivered?

Online Order Support

Do I need to sign for delivery?
- The Shipment might require a signature depending up on various factors, including product type, price, delivery location Etc.
- If you are not available to sign for the delivery, you can arrange for another adult to accept the delivery on your behalf –at the same address.
Can I change my delivery address?

You may have an option to change the delivery address once your order has shipped. Redirected to our Logistics Partner Portal to verify if you are able to update your shipping address.
Enter your Dell Order number and Captcha Code to retrieve your order details.
If your order qualifies for an Address Change a hyperlink will be displayed.
The hyperlink will direct you to the Change of Address option with required authentication. You may only change your shipping address once.
The authentication process uses the phone number and/or email address at the time you placed the order. Upon successful updating of Change of Address, you’ll receive a confirmation from our logistics partner.
If you are unable to perform a Change of Address online, please contact Customer Support from the “Action Menu” on your Online Order Support.

I have not received my order, but the order status shows delivered. Where is my order?
- Please verify the shipping address provided to Dell.
- If the weight of the orders is less than 5 kgs, it will be delivered to the nearest local post office if no one is at home to accept the delivery.
I have not received part of my order, should I accept partial delivery?
- You may proceed to accept the delivery, please note on the POD if there is a short order/missing.
- For further assistance contact Customer Support from the “Action Menu” on your Online Order Support.
Where can I get Proof of Delivery?
- Proof of Delivery is provided directly from the Carrier that delivered your product.
- Please use the Tracking Numbers /Carrier Tracking Links provided on your Online Order Support to view your proof of delivery.
- If you need further assistance, please contact Dell Customer support from the “Action Menu” on your Online Order Support.

Delayed Order

Why is my Dell Order delayed?
- There are several reasons that your order maybe delayed:
  1. Payment Processing: If we are unable to process your payment, this will delay the production of your order.
  2. 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.
  3. Part Shortage: Dell may experience part shortages on popular products or when our suppliers experience delays.
  4. Weather/Natural Disasters: These delays may impact Dell’s part suppliers or your order after it ships.
  5. Overseas Shipment Leadtime: Order shipped from Overseas location may have an extended Leadtime and Estimated Delivery Date.
- Your Online Order Support provides you with the most current status of your order. To help you manage your order refer to the “Action Menu” to initiate return, request a cancelation or contact Customer Support.

Cancelations

Can I cancel my Order?
- Before Production/Packaging: It may be possible to cancel your order before the production and packaging process starts.
- Check your Online Order Support for the current status of your order is listed as “In Production” or “Shipped” it is not longer possible to cancel your order.
- After Production/Shipped Orders: Orders that have already started the production process or that have shipped cannot be cancelled. If the order is no longer needed you will need to request a Return by contacting Customer Support from the “Action Menu” on your Online Order Support.
Why has my order been cancelled?
- Your order may 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.
    - To reorder this product, please contact your payment provider to authorize the payment and contact a Dell sales representative at 1 300 303 270 or contact Sales Support to place your order again.
  2. Product Availability: The product you’ve ordered is no longer available or there was a part shortage.
    - Your original order number may have been cancelled and a new order number may have been created. You can check to see if your order is under a new order number by checking your Online Order Support with your Customer Number.
    - You can find your Customer Number by selecting “Other Lookup Options” on your Online Order Support.
    - If the transaction is suspected to be fraudulent and requires additional documentation.
    - If your order has been incorrectly cancelled, or cancelled without notification, please contact Customer Support from the “Action Menu” on your Online Order Support.
    - If you would like to place this order again, please contact a Dell sales representative at 1-300-303-270 or contact Sales Support.

Changing your Order

Can I change my order?
- Unfortunately, once your order has been submitted, it is immediately entered into our order processing system and cannot be changed.
- If you need to place an additional order, please contact a Dell Sales Representative.

Returns & Refunds

Can I Return my order?
- You can return products that you bought directly from Dell within the timeframe set by Dell’s Return Policy.
- You may request a Return by contacting Dell Customer Support from the “Action Menu” on your Online Order Support.
When will I receive my Refund?
- Please be advised that it may take up to 12-15 business days from the date the order is received back at Dell for you to get the money credited back to the original method of payment.
- If you have not yet received your credit or refund beyond the above timeframe, please contact Customer Support from the “Action Menu” on your Online Order Support.
If I return an order to Dell, will the shipping charges be refunded/Will I be charged a Restocking Fee?
- Original Shipping charges may not be refundable.
- When you return your order, we will credit your account for the order value, minus the initial shipping and handling and any applicable restocking fees.
- For more information about returning Dell products, including detailed information about restocking fees and shipping, see the Dell’s Return Policy

Software Licenses

Why have I not received my Software order?
Your software order will be fulfilled as soon as the order is in Shipped status. Software fulfillment time frame may vary depending on the product.
- An instruction email on how to access your software is sent to you at your email address provided at time of placing the order once your order is in Shipped status.
- You can check the status of your order on your Online Order Support.
- If you have not received the instruction email, check your junk/spam folder in your inbox.
- If you have not received the instructions email and are not able to find your order in the Dell Digital Locker after searching for the order number under Product Tab, contact Dell Customer Support from the “Action Menu” on your Online Order Support.
What to do If I cannot access Dell Digital Locker?
You must have a My Account created in Dell.com to access the Dell Digital Locker
- Please follow the below steps to access your Dell Digital Locker:
  1. Go to your Dell Digital Locker. Click on the “My Account” sign-in button.
  2. Sign-in using the email address used at the time of purchase or the one used to assign you your software licenses. For questions about creating or updating a My Account login, please refer to My Account FAQs.
How do I download my software and/or access a license key?
- Access Dell Digital Locker.
- Please click here to create My Account if you have not created My Account.
- Select Products on the left side of the navigation menu and enter the order number.
- Click on the Product Name hyperlink to view the download instructions.
- Open Available Downloads tab to view software which is available for download.
- Select to Download Directly or View Details, then start downloading.
How do I register my Software?
- A registration code is sent in the Order Confirmation email for some products. To obtain your license key and gain access to the product in your account, you must enter the registration code on the Product registration tab in your Dell Digital Locker.
How do I access/download a license key?
To download/access your license key you must sign into Dell Digital Locker
- To obtain a single key:
  - Select Products on the left side of the navigation menu.
  - Select the product that you want to view and click the product name to go to the Product management page.
  - Select Get Key option and follow the instructions to obtain your license key.
- To obtain multiple keys:
  - Select Order history for text-based keys or Tools/License Activation from the left navigation for XML key files
  - Under Order history, you can obtain all the text-based keys for an order.
  - For XML key files, you can obtain existing license keys under Tools/License Activation/Activated licenses. If you need to generate multiple license keys for new purchases, follow the instructions under Tools / License Activation / Un-activated licenses
  - For more information on how to manage Dell Digital Locker refer to additional FAQs
How to manage my Dell Digital Locker?
For frequently asked questions on how to manage your Dell Digital Locker refer to additional FAQs

Software Warranty Subscriptions

How do I manage my Software subscription?
- To manage subscriptions which are automatically billed log into your Dell Digital Locker.
- Click on Billing Account Tab to proceed with the next action.
- Your subscription can be managed in one of two ways depending on the subscription type.
  1. For simple Auto-renewal subscriptions:
    Click on the subscription name to see the details of that subscription.
    From the Subscription page you can manage your subscription such as:
    - View your billing history
    - View and update your payment information
    - View and change billing and shipping addresses and
    - Manage autorenewal and email notification options.
  2. For Seat, Usage or Services based subscriptions:
    Click on the subscription name to see the subscription details.
    From the Bill Plan details page, you can change your payment method and view or edit your email and shipping and billing address.
    - If the Bill Plan has a large quantity of items, you may download the plan and review the details, then search for the PrimaryID to view and perform edits.
    - For Seat Based subscriptions, you will be directed to a web portal via the Digital Locker to manage your product and request seat changes.
How do I update my payment method on warranty subscription?
The Dell Digital Locker allows you to update payment method, address, view your existing bill plan and billing history.
- Go to Dell Digital Locker
- Log in using "Customer Email Address" registered at the time of your subscription purchase.
- Go to Billing Accounts tab for subscription information.
- Click on “Manage Payment Method”
- Click on “Change Payment”
If there is more than one Dell Service Tag on my warranty subscription order, will I see multiple charges in my Dell Digital Locker?
- You will see a charge per service tag and a breakdown of the subscriptions along with applicable charges.

Missing, Wrong or Damaged Products

What do I do if my order arrives and something is missing or wrong?
Your order may have been shipped in multiple packages and still be in transit.
1. To view the status of your entire order and verify if there are additional packages still in transit, you can check your order status by entering your order number or Internet Receipt Number on your Order Support Page.
2. If your full 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, Invoice and/or your Order Confirmation email.
3. You can download a copy of your Invoice and or Packing Slip from the Action Menu by entering your order number on your Order Support Page.
4. If you still can’t locate a missing item or have a wrong item contact Customer Support from the “Action Menu”.
What do I do if my order arrives and something is physically damaged?
If you have received your order in a damaged box and/or the product has physical damage please contact Dell Customer Care by clicking on Contact Us from the “Action Menu” from your Online Order Support.
- Provide photos of the damaged box/and or product when contacting 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.
- Please include photos of the damaged box/and or product when contacting Customer Support.
- Note: If you have received your order in a damaged box you have to make sure that the Proof of Delivery is signed as “Received Damaged”.
What do I do if my order arrives and something is not functioning properly or will not power on?

Technical Support

What if my system is stolen?
- If your system has been stolen while in your possession, please contact Customer Support by clicking on Contact Us from the “Action Menu” on your Order Support Page.
- While it is not required, Dell recommends that you file a police report so that we can release data to authorized law enforcement agencies upon request.
What to do if my system is Out of Warranty?

Technical support team:

Chat

Invoices & Packing Slips

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?
- Within 24 Months: If your order is within 24 months of your order ship date, you will be able to view and print your packing slip from the Order Details Page. Enter your order number on the Online Order Support page and click on View Packing Slip.
- More than 24 Months: If your order is outside 24 months of your order ship date, please contact Dell Customer Support from the Action Menu on your Order Details Page.
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.
Can I amend the billing address on Invoice?
- Billing information cannot be amended on the Invoice.

Dell Advantage Rewards

When do I get my coupon?

Coupon is sent within 20 business days after the order has been invoiced. In the event the order is cancelled before 20 days, no voucher will be issued.

How long is the offer valid?
- The coupon is valid for 60 calendar days after delivery. The coupon will be sent to your registered email address.
What should I do if I don’t receive my coupons?

To receive the coupon the prerequisite is to opt-in to receive marketing from Dell.
Firewalls or mailbox security rules may have blocked the email. Please check the junk folder.
Incorrect email address entered during the purchase process
If you have not received your coupon after 20 business days, you may contact Customer Support from the “Action Menu” on your Online Order Support.

For more questions and answers on Dell Advantage Rewards?

Follow Dell Advantage Rewards FAQ’s

My Account

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. Create a new My Account. Refer to the above FAQ.
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.

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Dell Order Support Frequently Asked Questions | FAQs