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: Your Online Order Support provides you with the most current status of your order. To help manage your order refer to the “Action Menu” to initiate return, contact Customer Support and more.
- 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
- Shipped Status – Your order, or part of your order has shipped. The shipping details will include:
- Ship Date
- Your tracking information will not be available immediately after your order has shipped.
- Tracking Information/Carrier Links will be displayed when your order has been handed over to the Outbound Logistics provider.
- Details on each box or package that is shipping
- Delivered Status – Your order, or part of your order has been delivered. You will be able to see the Delivery details, Carrier tracking links 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 signing into My Account and referring to “My Recent Orders”.
Payment Issues- Did Dell receive my payment?
- Once your order is received, we will send you an order acknowledgment email.
- Once we have received your payment authorization your will move to production (Dell-branded products) or get ready for packaging (non-Dell branded products).
- To check if we have processed your payment enter your Dell order number on your Online Order Support
- If your order shows in “Processing” status, we haven’t been able to process your payment yet.
- As soon as we have received and processed your payment, you will receive an order confirmation email.
- Why is my payment declined on www.dell.com?
Payments are declined by your banker for various reasons and are outside of Dell’s control.
To protect your security and privacy, your banker cannot provide information about why your payment was declined.
It is not unusual for this to happen, and the most common reasons are listed below:- 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.
- Cards have limits on how much money can be charged or accessed in a single day. Regardless of available funds in the account, your banker may require you to request a higher purchase limit to complete the transaction.
- Please contact your banker if your payment was unsuccessful or declined.
- Why have I not received an Order acknowledgement email?
- If you have placed the order at www.dell.com and your payment was unsuccessful your will not receive an Order Acknowledgement email.
- In the event your payment was successful, please check your Spam mailbox to see if your email filters have identified the Order Acknowledgement email from Dell as spam.
- If you have not received an Order Acknowledgement email within one hour after placing your order, please contact your banker to verify the reason for payment decline.
- If you have further questions, please contact Customer Support from the “Action Menu” on your Online Order Support.
- Why is it taking too long to process my payment?
Once your order is placed, your payment will usually be processed within the same business day.
Your order will move to "Confirmed" status once your payment is processed.
- Your order will move to "Confirmed" status once your payment is processed. In the event your payment takes longer to process refer to the below timelines based on your method of payment.
- Credit / Debit Card Payments: The payments processing can take one business day.
- EMI: The payment processing can take one business day. The EMI conversion is subject to your bank approval.
- Internet Banking: The payment processing can take up to four business days.
- UPI: The payment processing can take up to four business days.
- 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 the state where your order is being shipped and on the products that you bought.
- My invoice is not showing in GSTR-1. How do I claim Input Tax credit on my invoices?
- Any supplies from Dell India with invoice series starting ‘211xxxxxxx’ pertains to goods sold from SEZ unit.
- Goods sold from Special Economic Zone (SEZ) unit are under Bill of Entry (BOE) with customer as importer on record. Integrated Goods and Services Tax (IGST) is paid at the time of clearance from SEZ on behalf of the customer in accordance to the Special Economic Zone laws.
- Customer is required to avail credit basis the Bill of Entry (BOE) filed, with customer as importer for clearance of goods from Special Economic Zone by filing the GSTR-2 return.
Shipping
- Which carriers are used for shipping my Dell Order?
Dell partners with Bluedart, YCH and DB Schenker to deliver your order.- Tracking information can be found once your order has been handed over to the Carrier.
- You can view your order tracking details by entering your order number on your Online Order Support.
Delivery
- Will I be notified when my Dell Order is about to be delivered?
There will be no notification prior to carrier delivery. The carrier link provided on your Online Order Support will provide the latest delivery information. - 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 an end customer and not available to sign for the delivery, you can arrange for another adult to accept the delivery on your behalf at the same address along with his/her Govt ID proof , signature and email from registered ID confirming the name of the person accepting the delivery.
If you are a business customer please provide company seal and signature on the proof of delivery copy. - Most of our deliveries contain valuable items, so our carriers are required to obtain a signature upon delivery.
- 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 is at the same address.
- 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 access the Carrier website directly.
- 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:
- Payment Processing: If we are unable to process your payment, this will delay the 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. (2)
- Overseas Shipment Leadtime (461) – Order shipped from Overseas location may have an extended Leadtime and EDD
- You can view the most current status of your order on the Online Order Support page. To help you manage your order refer to the “Action Menu” to initiate return, contact Customer Support and more.
Cancelations
- Can I cancel my order?
- Before Production/Packaging: It may be possible to cancel your order before the production and packaging process starts. Please contact customer care to request a cancellation of your order.
- After Production/Shipped Orders: Orders that have already started the production process or that have shipped cannot be cancelled. However, you can exercise your right to cancel.
- What is Your Right to Cancel?
Dell will accept Cancellation and Returns within 14 days of delivery of your products, purchased directly from Dell. Please note that the right to cancel applies only for orders placed on www.dell.com and a restocking fee will apply. Applicable only if you are an individual consumer customer and not a small business or commercial customer. - How do I exercise Right to Cancel?
- If you wish to exercise your Right to Cancel, you must inform us of your decision to cancel.
- You can do so 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:- Your order may have been cancelled for one of the following reasons:
- 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 a Dell sales representative at 1800-425-4002 / 080-2510-8001 or visit us at www.dell.com to place your order again.
- 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 Order Status online with your Customer Number.
- Trade Violations: If your order had a violation to Trade Compliance regulations, we were required to cancel your order.
- If you would like to place this order again, please contact a Dell Sales representative at 1800-425-4002 / 080-2510-8001.
- In the event you have made a payment a Dell Customer Support representative will contact you to process your refund.
- If your order has been incorrectly cancelled or cancelled without notification, please contact Customer Support from the “Action Menu” on your Online Order 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.- 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.
Returns & Refunds- What are the effects of Cancellation Refunds and Returns?
- Refunds will be processed as soon as possible, and you will be refunded within 30 calendar days of receipt of your cancellation notification. Once you have notified Dell of your wish to exercise your right of cancellation, Dell will arrange for collections of the products.
- You must return the products in their Original condition within 14 calendar days of your cancellation notification. Please return the products in their original packaging, in as-new condition, along with any media, documentation and any other items that were included in the original shipment.
- Dell may withhold payment of your refund pending receipt of the returned product in its original condition.
- Upon receipt of your return, Dell will issue refund of the purchase price paid, less restocking fee of 15%.
- Promotional Items: Dell may deduct the value of the discount, promotional item or redeemed coupons from any refund you may receive for the return of the purchased item.
- Who do I contact if I have not received my credit or refund?
- Please be advised that it may take up to 10-15 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 by entering your Dell Order Number on your Online Order Support and referring to the “Action Menu”
- Will I be charged a Restocking Fee?
- When you return your order, we will credit your account for the order value, minus any applicable restocking fees.
For more information about returning Dell products, including detailed information about restocking fees and shipping, see the Dell’s Terms of Sale.
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:
- Go to your Dell Digital Locker. Click on the “My Account” sign-in button.
- 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.
- 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.
- 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?
- Missing or Wrong Items - Your order may have been shipped in multiple packages and still be in transit.
- To see 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 Dell Purchase ID on your Order Support Page.
- 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.
- 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.
- If you still can’t locate a missing item or have a different item than listed on your order, 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.
- What do I do if my order arrives and something is not functioning properly or will not power on?
- 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.
- What if my system is stolen?
- If your system has been stolen while in your possession, we recommend a Police report be filed.
- Please contact Technical Support so we can flag your system as “Stolen” in our records.
- A Police report will be required in order to flag it as “Stolen” in our records.
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. A copy of the invoice is emailed to your registered email as soon as the order has invoiced.- Online: To download your invoice enter your order number your Online Order Support and select View Invoice from the “Action Menu”.
- If your order is outside of 6 months of your order ship date, 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 get a copy of Bill of Entry document?
- The original bill of entry document is included with your shipment.
- This copy is official and must be kept safe by the customer who wish to claim GST input tax credit.
- To obtain a soft copy of the document filed with Dell, please Customer Support from the ”Action Menu” on your Online Order Support.
- Can I get a copy of Bureau of Indian Standards (BIS) certificate?
- To obtain a soft copy of BIS Certificate for your Dell product, contact Customer Support from the “Action Menu” on your Online Order Support.
My Account
- How can I create “My Account” on Dell.com?
To create "My Account" on Dell.com, perform the following steps:- Open: My Account.
- Select "Create a Dell.com account"
- Fill in the required fields.
- 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.
- Open: My Account.
- Select "Forgot your Password?"
- Enter your email address in the Email Address box. This must be the email address that is currently registered in your "My Account" profile.
- 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:
- Reset your email address password. Refer to your email provider for more information.
- 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:
- Log into My Account.
- Select the link named "Email and Password" that is listed under the "My Account Settings" section.
- 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
- 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.
- Open: My Account.
- Enter your username and current password, and then select Sign In.
- Under "My Orders" (first option on the right side), select "Order Status."
- Select "Find Missing Orders" (option on the bottom left side).
- Fill in the required fields.
- 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.
- You will need to add your recent order to your “My Account” profile.
- Open: My Account.
- Enter your username and current password, and then select Sign In.
- Under "My Orders" (first option on the right side), select "Order Status."
- Select "Find Missing Orders" (option on the bottom left side).
- Fill in the required fields.
- Select "Add Customer Number."
- To help ensure that details of your future orders appear in your "My Account" profile, follow these guidelines:
- Ordering online: Sign into your “My Account” profile before ordering online.
- 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?
- Open: My Account.
- Select "Settings"
- Follow the provided path to deactivate your “My Account” information.