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?
  • Where can I check the status of my order?
    • Dell has available for you the Online Order Status tool to check the status of your order; click here to visit the home page.
  • What are the benefits of Online Order Status tool?
    • 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?
    • To check the progress of your order, please log into the online Order Status tool to see the status bar in the Order Details page.
    • 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. Please check back again.
    • Important:
    • You will be asked to enter two types of verification information to protect your privacy. The easiest options are searching by Order Number and verifying with Customer Number. You can find this information in your Order Confirmation email.
  • 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
    • Related customer information, such as Customer Number and Order Number.
    • 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?
    • Your estimated delivery date is an estimated date that is calculated based on three factors:
      1. Production/Packing time - This is the time that it will take to assemble and/or pack your order for shipment. The length of time is influenced by the production build time and/or product availability.
      2. Payment method - The amount of time it takes for authorization of the payment is different for different forms of payment such as Credit Cards, Pay Pal, and Dell Preferred Account.
      3. Shipping Option chosen at the time of purchase - The Shipping option is the amount of time it will take for your order to arrive at your address AFTER it has shipped.
    • You can view the latest estimated delivery date information in our Order Status Tool.
  • Why is my order delayed?
    • Your order might take longer to process if you have ordered one of Dell’s most popular products. Also, if your order contains a part that is currently unavailable, your order might be delayed.
  • Which shipping methods and carriers are available?
    • You chose the shipping method (Next Business Day, 3-5 Business Days, etc.) at the time that you placed your order. Dell partners with industry leading carriers for each shipping option, and we will use the most appropriate carrier to deliver your order. Please note that the shipping method is the amount of time it will take for you order to be delivered AFTER it has shipped and does not include any manufacturing or order processing time. For more information, see What is the Estimated Delivery Date and how is it determined?
  • 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
  • Can I change my order?
    • 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 at 1-800-999-3355 or visit us at www.dell.com.
  • Can I cancel my order?
    • Before Production/Packaging: It is only possible to cancel your order before the production and packaging process starts.
    • 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.
  • Can I return my order?
    • Easy Online Returns - You can return products that you bought directly from Dell within the timeframe set by Dell’s Return Policy .
        1. Accept Delivery of your order
        2. Request a Return Online.
          • Print Return Label sent to you by email
          • Ship your order back to Dell
        3. Follow the status of your Return on your Online Order Status page by searching with your Dell Purchase ID.
  • Can I track my return?
    • If you have returned your order, you can track the progress of your Return via the Online Order Status page by using your Dell Purchase ID or Order Number.
    • If you enter your Dell Purchase ID on the Online Order Status page you are automatically routed to the Purchase Details page.
      • Click the View Return Details hyperlink on the right hand side of this page in the Actions section to retrieve your Returns status.
    • If you enter your Dell Order Number on the Online Order Status page you are automatically routed to the Order Details page.
      • Scroll Down to find your Dell Purchase ID hyperlink in the Order Details section of the page.
      • Click on the hyperlink to be routed to your Purchase Details page
      • Click the View Return Details hyperlink on the right hand side of this page in the Actions section to retrieve your Returns status
  • Who do I contact if I have not received my credit or refund?
    • If you have not yet received your credit or refund, please contact our Dell Customer Support experts.
    • Please have your Dell order number.
    • Your Order Number and Customer Number are sent to you in the Order Confirmation document via email after your order is processed or you can find your Customer and Order Number online 24/7.

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. Do you need further assistance? Please contact our Dell Customer Support experts.
  • 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.
    • 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.
    • If an item appears on the packing slip and/or Order Confirmation document but hasn’t arrived, it may still be in transit. To check if the item is still in transit, go to the My Order Status tool. If you can’t locate a missing item by using the My Order Status tools, contact Dell customer support via the online form at Contact Customer Support.
  • 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 does not work properly, contact customer support via online in the Contact Customer Support page.
  • Why has my order been cancelled?
    There are three possible reasons why an order gets cancelled:
      1. We haven’t received your payment.
      2. The product you’ve ordered is not available anymore.
      3. We haven't been able to process your payment successfully.
    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 Customer Support Request status tool.
    • To use this tool, you will be required to provide two items of verification data. Depending on the data that you use to access the tool, you will be able to view the status of Service Requests within the past 120 days.
    • If you access the tool using a specific Service Request number, then the data displayed will be for this Service Request only. If, however, you access the tool using an Order Number or a Customer Number, then you will be able to see the status of any service request for that Order Number or Customer Number within the past 120 days.
    • You can get information in real time by signing in to receive email notifications. When progress is made in your case, you will know about it immediately via an email. You can cancel this notification at any time by using the “Unsubscribe” link available in every email notification that is sent.
    • Please note that this tool is for Customer Care/Order support requests only. If you need to track the progress of an issue you have reported to Technical Support, you can check on this by using the Support History & Parts Dispatch tool.

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.
    • Option 1:
      1. Log in to My Account
      2. Click "Order Status" under "My Orders".
      3. Select the order of your interest
      4. In the Order Detail page, click "View Packing Slip" under the Related Information section
    • 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 information.
      • 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?
    • Your invoice is sent to the billing address on your order and should arrive in no more than 3 weeks after your order is delivered. If you haven't received your invoice within this time, do one of the following:
    • Option 1:
      Click My Invoices
      Fill the information. For your protection, we require 3 pieces of information for your verification (Customer Number, Order Number and postal code).
    1. Log in to My Account
    2. Click "Order Status" under "My Orders"
    3. Select the order of your interest
    4. In the Order Detail page, click "Request an Invoice" under the Related Information section
    1. Click Contact Us
    2. Select the Email Customer Support
    3. Choose the appropriate option
    4. Click Submit/Continue
    • Option 2:
    • You will be able to see and print your invoice.
    • If your invoice link is not available, please follow this option to get assistance from customer support:
    • Option 3:
  • How can I get a copy of my product manual?
    • To download a product manual, follow these steps:
      1. Select the "Support" tab from the main menu (next to the Shop tab)
      2. At the bottom of the page you will find a section named "Popular Support tools"
      3. Click the icon named "Manuals"
      4. Follow the instructions in this section

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. 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.