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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?
    • You can check the status of your order 24/7 on our Online Order Status page.
    • Online: 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.
      • Estimated Delivery Date
      • Ability to request SMS Text messages and add additional email addresses to be notified when your order ships.
      • All the details of your order
      • Ship Date
      • Tracking Numbers/Carrier Links when your order has been shipped
      • Details on each box or package that is shipping
      • Online Invoice Copy
      • Online Packing Slip Copy
      • Online Returns Request
      1. Confirmed Status – Your order is being processed and has not shipped. You will have access to information and actions such as:
      2. Shipped Status – Your order, or part of your order has shipped. The shipping details will be listed for you including:
      3. Delivered Status – Your order, or part of your order has been delivered. You will be able to see the Delivery details, Carrier tracking links, as well as available actions such as:
    • 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.
    • Customer Care: Need further assistance? Please contact our Dell Customer Support experts.
  • 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
    • 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. This estimation is calculated based on 3 key factors:
      1. Payment method - The amount of time it takes for authorization of the payment is 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 assemble 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 with the Online Order Status Tool.
  • Why is my 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 start of 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.
    • 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 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 will be provided on your Online Order Status 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 Status provides you with the most current status of your order.
  • 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?
    • Multiple Order Numbers: Depending on what products you ordered and their production times or availability, your order maybe split into multiple orders and the products may have different Estimated Delivery Dates depending which factory / hub product is fulfilled and shipped.
      • You can view the status of all the order numbers associated with your order by searching Online Order Status 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 Status.
  • 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 you summit your order, it immediately enters our order processing system so it is not possible to change the order in any way once it has been submitted.
    • If you need to place an additional order, please contact a Dell sales representative at 1800-394-7486 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.
    • If you need further assistance, Please contact our Dell Customer Support experts.
  • What is Dell’s return policy?
    • You can return products that you bought directly from us within the timeframe set by our Return Policy.
    • If your order has an error, or if you want to return your order for another reason, don’t refuse delivery of your order. Refusing delivery may increase the amount of time that it takes to credit your account.
    • If you would like to return your order, you should accept the delivery and complete the Return Form or Contact Customer Support team to arrange your return.
  • If I return an order to Dell, will the shipping charges be refunded?
    • Shipping charges aren’t refundable.
    • For information about returning Dell products, including detailed information about restocking fees and shipping, see the Dell Return Policy.
    • When you return your system, we’ll credit your account for the price of the system, minus the initial shipping and handling and any applicable restocking fees.
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.
      1. Access your Packing Slip online 24/7.
    • 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.
      1. To see the status of your entire order and verify if there are additional packages still in transit, you can check your Order Status online 24/7.
      2. If you can’t locate a missing item or need assistance please contact Dell 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 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:
      • To reorder this product, please contact your payment provider to authorize the payment and contact a Dell sales representative at 1800-394-7486 or click here to place your order again.
      • If a new order has not been created and your order has been incorrectly cancelled, Contact Customer Support for further investigation or if you want to place this order again, please contact a Dell sales representative at 1800-394-7486 or click here.
      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.
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?
    • Within 6 Months: If your order is within 6 months of your order ship date, you will be able to see and print your Packing Slip online.
    • More than 6 Months: If your order is outside 6 months of your order ship date, please contact our Dell Customer Support and we will send your Packing Slip to you via email.
  • 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.
    • Online: You can view and print your Invoice Online 48 hours after your order was delivered.
      • You can access a direct link to your Invoice from your Online Order Status as soon as it is available.
    • Customer Care: If you need further assistance, please contact our Dell Customer Support experts 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:
      1. Select the "Support" tab from the main menu (next to the Shop tab)
      2. Click the icon named "Manuals"
      3. 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.