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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.

Order Status

  • Where can I check the status of my Dell Order?
    Kindly login to My Account and click on ‘Orders’ from the left pane, and you can view the status of your recent orders. To manage your order, use the Action buttons to ‘Track Order’, ‘Open Invoice’ or ‘Get Help’ for more support.
      1. Confirmed Status – Kindly login to My Account and click on “Orders” from the left pane, and you can view the status of your recent orders. Your order is being processed and has not shipped.
        You will have access to information and actions such as:
        • Track Order
        • Cancel Order
        • Open Order Details
        • Open Packing Slip
        • Get Help
      2. Shipped Status – Kindly login to My Account and click on ‘Orders’ from the left pane, and you can view the status of your recent orders.
        Your order, or part of your order has shipped. The shipping details will include:
        • Ship Date
        • Tracking Numbers/Carrier Links when your order has been shipped
        • Details on each box or package that is shipping
      3. Delivered Status – Kindly login to My Account and click on ‘Orders’ from the left pane, and you can view the status of your recent orders. If 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 buttons on the right pane.
        • To access your Invoice Copy or Packing slip, from the Action buttons, select the below options:
          • Open Invoice
          • Open Packing Slip
      4. Alternatively, you can also check the status of your order as Guest by entering your DPID (Dell Purchase ID)or order number on Order Support
  • Where can I find my Dell purchase ID and Order Number?
      1. Your Dell purchase ID and Order Number are sent to you in the Order Confirmation document via email after your order is confirmed.
      2. Once your order is shipped, you can also find your order number sent to you via email/SMS text.
      3. Please be sure to check your Spam mailbox to see if your email filters have identified the email from Dell as spam.
      4. You can find your Dell purchase ID and Order Number online 24/7 by logging into My Account.

Payment Issue

  • For orders placed with a credit card that have not moved into “Confirmed” status, there may have been an issue processing your credit card payment.
    • Please look for an email from Dell with instructions on contacting your card issuer and a secure payment link to reprocess or change the credit card number to be processed.
    • If you receive an ‘Order Held’ email, it means that we could not obtain payment authorization to process your order. You may kindly login to My Account and select ‘Orders’ from left pane, click on ‘Retry Payment’.
  • Did Dell receive my payment? 
    • As soon as we have received the payment authorization, we will send you an order confirmation email. The payment will be charged once the order is Shipped/Invoiced.
    • Once the payment authorization is received the order will move to production stage (Dell-branded products) or getting ready for packaging (non-Dell branded products).
    • To check if we have processed your payment, you may kindly login to My Account and select ‘Orders’ from left pane, to view the latest status.
    • If your order shows in ‘Order Processing’ status, we haven’t been able to process your payment yet.
    • If there is any issue with processing your payment, we will send you a notification with further instructions. So please check your email regularly (including ‘Junk’ and ‘Spam’ mail folders).
    • If the order is in ‘Order Processing’ status for more than 24 hours you may kindly login to My Account and select ‘Orders’ from the left pane and clicking the ‘Get Help’.
  • How and when will Dell charge my credit card?
    • After your order is placed an authorization hold will be placed on your credit card equalling the amount that will be charged for your order.
    • Depending on your banking institution, the authorization hold may remain on your credit card for up to 5 business days. 
    • NOTE: The authorization hold may disappear from your credit card depending on how long it takes to build and ship your system, however, this does not mean the order has been cancelled.
    • Dell charges your credit card when your order is shipped.
  • Why is my order on hold for 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 may require your verbal authorization.
      2. If you receive an ‘Order Held’ email, it means that we could not obtain payment authorization to process your order. You may Kindly login to My Account and select the ‘Orders’ from left pane, click on ‘Retry Payment’.
      3. Some cards may 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.
    • If your issue is still not resolved, kindly login to My Account and select ‘Orders’ from left pane, choose the Order, and to contact Customer Support click the ‘Get Help’.
    • If you have used Dell Pay, kindly visit Dell Pay Account Center.
  • Can I change the method of payment of my order?  
    • If you’ve placed the order under the Consumer / Member Purchase Program segment it may be possible to change the payment method by cancelling and re-entering the order before it has entered the manufacturing / fulfilment process. Kindly login to My Account and, select 'Orders' from the left pane, and contact Customer Support by selecting ‘Get Help’.
    • Cancelling and re-entering an order will 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.
  • Can I change my Billing /Shipping address?
    • To update the billing/shipping address order needs to be cancelled and re-ordered which will impact delivery timelines. While re-entering your order, you may lose any promotions or discounts applied to the original order if they are no longer available or valid.
  • Does Dell offer access to financing?  
    Yes, Dell provides financing solutions to Consumers through Dell Pay in collaboration with Comenity Capital Bank and to Businesses through Dell Financial Services.
    • Dell Pay credit is a Cardless Private Label Credit program (PLCC) available to U.S. Dell customers. Dell Pay will allow customers to make purchases at Dell and pay the balance over time. Learn more about Dell Pay Account.
    • Businesses can choose from several custom financing solutions that best fit their financing needs. Learn more about business financing solutions.
  • How do I make a Payment Online?  
  • How do I contact Dell Financial Services to find payment and account information or reset my password?
  • How do I contact Comenity Capital Bank to find payment and account information or reset my password?  
  • Where do I manage my finance account with Dell?  
  • 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.
    • For any queries related to tax exemptions please contact ‘Tax_Department@Dell.com’
  • How do I take advantage of my tax-exempt status? 
    • To be eligible for tax-exemption for business purchases, the order should be placed under the same name as the Business Name on Exemption documents. Also, the Credit card used for payment should also be under Business name, not a personal credit card.
    • Individuals exempt from tax includes OH teachers, Native Americans and diplomats.
    • If you provided your tax exemption certificate to the sales agent while placing the order, you should not be charged tax.
    • If you are placing an order online you can take advantage of tax exemption on the checkout page.
    • In the event tax is charged on your order, kindly login to My Account and select ‘Orders’ from left pane and select ‘Get Help’ to contact Customer Support.
    • Please note - you may need to provide your tax exemption documents when contacting Customer Support.  
    • If your purchase qualifies for a state sales tax holiday, your invoice will not reflect tax.
    • During the Sales Tax holiday, you may see tax charges on your order confirmation. If your order qualifies for the Tax holiday, the tax amount will fall off when the order is invoiced.
  • What is the Environmental Fee or ECO Fee?
    • The State of California passed legislation instituting that a mandatory State Environmental Fee be collected for certain electronic products shipped directly from Dell to California.
    • This law, referred to as the Electronic Waste Recycling Act of 2003 requires manufacturers to collect a fee for these electronic devices sold into the State of California, excluding sales to resellers.

Shipping

  • 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 orders associated with your Dell Purchase ID by Logging in to My Account , clicking on 'Orders' in the left pane, or use the filter option on the top right under ‘Orders’ by entering the DPID (Dell Purchase ID) or Order number found in 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. You can find these details in My Account, under 'Orders', on the left-hand side.
  • I chose Next Day (Express Shipping), or 2 Day shipping (Expedited Shipping), why don’t I have my order?
    • The shipping method you chose at the time of purchase is applied AFTER your order has completed production/packaging. It does not include the time to build and assemble your order.
    • The Estimated Delivery Date communicated to you at the time of purchase provides you an estimate of when the product will reach you.
    • Login to My Account selecting 'Orders' from the left pane provides you with the most current status of your order as well as access to key features that help you manage your order.
    • Please note that for some products “Expedited Delivery” may not be available due to Certain carriers’ limitations, and exclusions may apply (certain TVs, monitors and batteries). Free expedited delivery is available in Continental U.S. only (except Alaska, Hawaii, Puerto Rico). Other exceptions apply.
    • Overseas Shipment Lead Time: Orders shipped from overseas locations may have extended lead times (USA: 7-10 business days, Canada: 9-14 business days).
    • Orders shipped from Dell after business hours will be considered as having shipped on the next business day.
    • Orders placed on or before 02:00PM CST will be eligible for expedited/express shipping.
    • Sometimes carriers might recycle/reuse the same tracking number. If you see an older delivery date on the tracking number that has been provided to you, please wait for 24 hours for the information to get updated on the waybill.
  • Which shipping methods and carriers are available?
    • Shipment methods available are Express Shipping, Expedited shipping and Standard Ground shipping, however exclusions may apply (certain TVs, monitors and batteries).
    • Free expedited delivery is available in Continental U.S. only (except Alaska, Hawaii, Puerto Rico). Other exceptions apply.
    • Dell partners with leading carriers to deliver your order. We'll use the most appropriate carrier for your shipment. You'll receive tracking numbers and links, which you can access by logging into My Account clicking on 'Orders' in the left pane and selecting 'Track Order'.
    • 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.
    • Orders with an Army Post Office/Diplomat Post Office /Federal Post Office ship to address are shipped from the U.S and can take up to 8 weeks to arrive. These shipments cannot be tracked during transit.
  • Can I change the shipping address?
    • As soon as you have submitted your order, the shipping address is verified.
    • To help prevent fraud, we cannot change the delivery address in most cases once your order is submitted and verified.
    • Kindly login to My Account and click on ‘Orders’ from the left pane to check if your order is eligible for a change of shipping address by clicking on ‘Manage Shipping Address’.
    • 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.

Delivery 

  • Will I be notified when my Dell Order is about to be delivered?
    • There will be no notification prior to carrier delivery. To track your order, kindly login to My Account and click on ‘Orders’ from the left pane and select ‘Track Order’ Action button which 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 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 request special delivery instructions?
    • For security reasons and in line with our contractual agreements, special delivery instructions—such as adding notes, changing the recipient's name, requesting the carrier not to leave the package, or asking them to call before delivery, special delivery window (Date & Time)—cannot be accommodated.
  • 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.
  • Can I pick up or hold my order at the carrier’s location?
    • For security reasons and in accordance with our contractual agreements; we do not permit pickups or hold at the carrier's location, as this measure has been implemented to ensure the security and well-being of our customers.
  • Can I request a future delivery?
    • We have taken the precautionary measure of prohibiting future deliveries from the carrier's location to safeguard our customers' security and adhere to contractual obligations.
  • 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 ‘Track Order’ by selecting the orders you want to track under the ‘Orders’ section on My Account to access the Carrier website directly.
    • If you need further assistance, login to My Account selecting 'Orders' from the left pane and clicking the ‘Get Help’.

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. Part Shortage:Dell may experience part shortages on popular products or when our suppliers encounter delays. For system products like "Desktop/Laptop/Server," there might be shortages or stock availability issues for components such as the processor, Graphics Card, SSD/HDD, memory/RAM, and display.
      3. Stock Availability: If the product is a non-Dell or Dell-branded accessory, delays may occur due to stock availability issues.
      4. Refurbished Products: For refurbished laptops, desktops, workstations, or screens, there should be no delay as these items ship within 48 hours after the order is placed. If not shipped within this timeframe, there may be a processing issue. You may contact Customer Support by logging in to My Account selecting 'Orders' from the left pane and clicking the ‘Get Help’.
      5. Overseas Shipment Leadtime: Orders shipped from overseas locations may have extended lead times (US: 7-10 business days, CA: 9-14 business days).
      6. Order Expedite: We will not be able to expedite the order as orders are shipped on a first-in, first-out basis, depending on product availability. You will be provided with an estimated delivery date during the checkout process and in your order confirmation email. Dell makes every effort to provide accurate and helpful estimated delivery dates.
      7. Weather/Natural Disasters: These delays may impact Dell’s part suppliers or your order after it ships.
    • You can view the current status of your order by Logging in to My Account. To help you manage your order refer to the Action buttons.
    • Alternatively, you can also check the status of your order as Guest by entering your DPID (Dell Purchase ID)or order number on Order 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.
    • Kindly login to My Account for the current status of your order and if you see ‘Cancel Order’ option under the Action buttons, you may submit the cancellation request. Please note your request may not be processed if the order has begun production/packaging.
    • After Production/Shipped Orders: Orders that have already started the production process or that have shipped cannot be cancelled. If your order is no longer needed, please wait for it to be delivered and sign for it when it arrives. You can initiate a return by logging in to My Account. Please be aware that business segment returns may be subject to a 15% restocking fee. Return T&C apply.
    • Non-Dell Products: Once an order is placed, it cannot be cancelled as they are shipped directly by the vendor. If your order is no longer needed, please allow it to be delivered and sign for it when it arrives. You can initiate a return by logging in to My Account. Please note that business segment returns may be subject to a 15% restocking fee.
  • 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 1-800-456-3355 or visit us at www.dell.com to place your order again.
      2. Product Availability: The product you’ve ordered is no longer available or there was a part shortage.
        • If your original order has been cancelled, please contact our Dell sales representative at 1-800-456-3355 or place a new order on our website at www.dell.com to reorder the item.
      3. Delayed Notifications: Federal Trade Commission regulations require your consent for Orders placed online that experience a delay. If you were unable to respond to the consent request, we were required to cancel your order.
        • If you would like to place this order again, please contact a Dell Sales representative at 1-800-456-3355 or visit us at www.dell.com.
    • If your order has been incorrectly cancelled or cancelled without notification, login to My Account selecting 'Orders' from the left pane and clicking the ‘Get Help’.
    • If you want to place this order again, please contact a Dell sales representative at 1-800-456-3355 or visit us at www.dell.com.

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.
    • If you need to place an additional order, please contact a Dell sales representative at 1-800-456-3355 or visit us at www.dell.com.
  • Can I change the shipping address or add Unit #, Suite #, or security code?
    • As soon as you have submitted your order, the delivery address is verified.
    • For security purposes, we typically cannot modify delivery addresses once an order is submitted and verified. If you need to change the delivery address, please cancel your order, and place a new one with the correct address.
    • Having trouble finding the order cancellation option? Login to My Account selecting ‘Orders’ from the left pane and check if your order is eligible for changes by clicking on ‘Manage Shipping Address’ after your order has shipped. Address corrections are merely an attempt and are not guaranteed to be 100% accurate.
    • Requests to change the address for payment methods such as Dell Pay (Comenity Bank) and PayPal are not accepted for security reasons.
    • 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.
  • Can I pick up or hold my order at the carrier’s location?
    • For security reasons and in accordance with our contractual agreements; we do not permit pickups or hold at the carrier's location, as this measure has been implemented to ensure the security and well-being of our customers.
  • Can I request a future delivery?
    • We have taken the precautionary measure of prohibiting future deliveries from the carrier's location to safeguard our customers' security and adhere to contractual obligations.
  • Can I change my email address/phone number on the order?
    • Once an order is placed, we cannot modify email addresses or phone numbers. To ensure accuracy, please double-check your order details before submitting it, as we cannot make changes once the order is processed.

Returns & Refunds

  • 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. Login to My Account selecting 'Orders' from the left pane, click on ‘Return Or Exchange items’.
        • Choose between the pre-paid return options below:
          1. Drop off to a carrier store near you (Print return label sent to you by email) or
          2. Pick up by carrier.
        • Ship your order back to Dell
      3. Follow the status of your Return by logging in to My Account select your Dell Order number or Dell Purchase ID and click View Return Details.
  • Can I track my Return? 
    • If you have returned your order, you can track the progress of your Return by logging in in to My Account by selecting your Dell Purchase ID or Order Number.
    • To view the progress of your return, Login to your My Account select the Dell Purchase ID or Dell Order Number, click ‘View Return Details’.
  • 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 logging in to My Account selecting 'Orders' from the left pane, and clicking ‘Get Help’.
  • Will my shipping fees be refunded if I request a Return/Will I be charged a Restocking Fee?
    • Original Shipping charges may not be refundable.
    • When you initiate a return, we will credit your account for the order's original value, minus the initial shipping and handling charges and any applicable restocking fees. Please note that business segment returns will incur a 15% restocking fee.
  • For more information about returning Dell products, including detailed information about restocking fees and shipping, see the Dell’s Return Policy.

Exchanges

  • Can any order be exchanged?
    • No, an exchange may be initiated after Dell support diagnoses your item remotely and determines it necessary. Ensure your item meets all eligibility requirements for the warranty and is within the policy's return window. Check your warranty status.
  • How does an Advanced Exchange work?
    • A valid credit card is required to secure an advanced exchange replacement. Your card details must be received by Dell within 5 business days of placing the request.
    • Replacements will begin processing upon successful validation of credit availability and authenticity.
    • Shipping of the replacement may take up to 10 business days, depending on stock availability.
    • You will not be charged or invoiced for a replacement item so long as you return the original item within 10 business days of your receipt of the replacement item, and we confirm your item issue is covered under the limited hardware warranty.
  • How does a Return First Exchange work?
    • Payment details are not required.
    • Replacements will be processed and shipped after receiving and validating your original items.
    • The replacement order may take up to 10 business days to ship after we receive the original order back, subject to stock availability.
  • Related Links

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 fulfilment 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 by Logging in to My Account and select ‘Orders’ from the left pane.
    • 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, login to My Account and click ‘Get Help’ to contact Customer 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 Software License & Digital Assets on the left side of the navigation menu.
    • 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 Software License & Digital Assets 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 do I Cancel my Software License?
    • To Cancel License Login to your My Account select ‘Software License & Digital Assets’ and select Dell Digital Locker.
    • Go to Software & Licenses tab at the left Pane.
    • Click on Actions and click Get Details
    • Select Full Subscription Management
    • Select Cancel License
  • 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 My Account select ‘Software License & Digital Assets’ and select Dell Digital Locker.
    • Click on Subscriptions Tab on the left pane.
    • Your subscription can be managed by clicking on ‘Actions’ at the right pane.
      1. Click ‘Actions’ and select ‘Manage My Subscriptions’:
        From the Subscription page you can manage your subscription such as:
        • Edit or Change Payment
        • View Billing History
        • Cancel Subscription
        • Support For This Product
  • How do I update my payment method on warranty subscription?
    • To update payment method on Warranty subscriptions Login to My Account select ‘Software License & Digital Assets’ and select Dell Digital Locker.
      • Go to Subscriptions tab at the left Pane.
      • Click on ‘Actions’ and Select ‘Edit Payment’
  • How do I Cancel my Subscription?
    • To Cancel subscriptions login to My Account select ‘Software License & Digital Assets’ and select Dell Digital Locker.
      • Go to Subscriptions tab at the left Pane.
      • Click on Actions and select Manage My Subscription
      • Select Cancel Subscription
  • 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.
    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 by logging in to My Account selecting 'Orders' from the left pane
    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 by logging in to My Account selecting 'Orders' from the left pane and clicking the ‘Open Invoice’.
    4. If you still can’t locate a missing item or have a different item than listed on your order, contact Customer Support by logging in to My Account selecting 'Orders' from the left pane, and clicking the ‘Get Help’.
  • 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 select Return or Exchange items from the Action button by logging in to My Account selecting 'Orders' from the left pane.
    1. Attach photos of the damaged box/and or product when creating the Return/Exchange request. For Advance Exchange or Return First details please refer to “Exchanges FAQ’s”
    2. 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 do I do if my order arrives, and something is not functioning properly or will not power on?
    1. 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?
    1. If your system has been stolen while in your possession, please Login to My Account select ‘Orders’ from the left pane and Click ‘Get Help’ to Contact Customer Support
    2. 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 by logging in to My Account selecting 'Orders' from the left pane and clicking ‘Open Packing Slip’.
    • More than 24 Months: If your order is outside 24 months of your order ship date, please contact Customer Support by logging in to your My Account selecting 'Orders' from the left pane, and clicking the ‘Get Help’.
  • How can I get a copy of my invoice?
    Invoices are available 48 hours after the order ships.
    • Online: To download your invoice Login to your My Account select Orders from left pane and click on ‘Open Invoice’.
    • If you are a commercial customer with Consolidated Invoicing by Purchase Order, your invoice will be available 48 hours after all items associated with your purchase order have shipped.
    • Customer Care:If you need further assistance, please contact Customer Support by logging in to My Account selecting 'Orders' from the left pane and clicking the ‘Get Help’.
    • For purchases made using Dell Financing, you may receive a Receipt instead a copy of the invoice.

Dell Rewards

  • How do I join Dell Rewards?
    • Becoming a Dell Rewards member is easy! Visit www.dell.com/en-us/lp/dell-rewards, click “register now” to create a new My Account, and check the box to register for Dell Rewards, or
    • Tell your phone or chat rep that you would like to join. Your phone or chat rep will support you with creating a My Account if needed and your registration for the program.
  • Already have a Dell.com My Account?
    • Simply click "join for free" in the Dell Rewards box located in the upper right corner on the My Account homepage to opt in to the Dell Rewards program when you’re logged in - you’ll receive a welcome email to confirm your membership. Be sure to check your junk/spam folder.
    • If you want to participate in the Dell Rewards program of multiple locations, you must have or create a My Account in each location using a different email address for each. Dell Rewards accounts are unique to individual email addresses and cannot be combined or transferred.
  • When/how do I receive my Dell Rewards points after I purchase as a Dell Rewards Member?
    • We make every effort to quickly post your points to your My Account. Typically, this happens within 30 business days after your order's ship date. During peak seasonal periods, please allow for an additional 5-10 business days or longer for points to post.
  • For more questions and answers on Dell Rewards?

Dell Gift Cards

  • What should I do if I have not received my free Gift Card with eligible purchase?  
    • Promo Gift Cards are typically sent via email within 20 days of the ship/invoice date.
    • If after this time, you still haven’t received your Promo Gift Card, you may contact Customer Support by logging in to your My Account selecting 'Orders' from the left pane, and clicking the ‘Get Help’.
    • If you return the product that qualified you for the Promo Gift Card after receiving your Promo Card, your Promo Card will be deactivated, or, if the Promo Card has already been redeemed, the value of the redeemed portion of your Promo Card will be subtracted from your refund.
  • Does the Dell Promotional Gift Card have an expiration date?
    • Yes. Promo Gift Cards expire 90 days from issuance. Please use your Promo Card promptly.
    • Expiration information for your Promo Card can be found in the carrier to which the Promo Card was affixed, or, if delivered electronically, on the ePromo Gift Card Notification.
    • After the expiration date, the Promo Cards will not be accepted, subject to applicable law. Please call 1-800-242-5353, hours: Monday – Friday, 9AM to 6PM CT only for balance and expiration information or please visit our eGift Card Self Service tool, here.
    • Our Self-Service portal allows you to track a Prepaid or Promo eGift Card, resend an eGift Card, view or print a receipt, check card balance, confirm expiration date, and chat with a support representative.
  • How will I know the balance on my Dell Promotional Gift Card?
    • The Dell Promo Card has a set dollar value printed on the carrier to which the Promo Card was affixed or, if delivered electronically, on the ePromo Gift Card Notification.
    • Recipients can call our toll-free balance inquiry service at 1-800-242-5353, 24 hours a day, 7 days a week, to obtain the available funds on the Promo Card, or check online here.
  • What if I want to return or exchange something, I purchased with the Dell Promotional Gift Card?
    • We value our relationship with you and want to make sure that you're satisfied with purchases made using your Promo Card.
    • Returns of merchandise will be processed according to Dell's return policies. Credits for returns accepted by Dell will be allocated back to the Promo Card (in the amount of the portion of the returned purchase paid via Promo Card) as long as the Promo Card has not expired.
    • However, if the card has expired, no credit or cash refund will be issued and remaining funds on the card are forfeited. If you receive a credit, the portion paid with your Promo Card (excluding shipping & handling) will be allocated back to the Promo Card within 10-15 business days after Dell receives and processes your returned merchandise. Please note: No credit will be issued back to the card if the Promo Card has expired.
    • You cannot lodge a "billing dispute" or request a "stop payment" for purchases made using the Promo Card. If you think an error has occurred with a transaction, you may contact Customer Support by logging in to My Account selecting 'Orders' from the left pane, and clicking the ‘Get Help’.
  • What if I don't have enough on the Dell Promotional Gift Card to buy what I want? How do I combine other forms of payment?
    • To use your Promo Card for a purchase that is greater than the amount on the Promo Card, you may pay the remaining amount of your purchase with any credit card accepted by Dell.
    • Dell promotional gift cards cannot be consolidated.
    • For online purchases, you will be prompted you to provide a credit card to cover the remaining balance. Except for such credit cards, Promo Cards may not be used in combination with any other form of payment including, without limitation, Dell Business Credit, Dell Account or Dell Lease.
    • For more questions and answers refer to additional FAQs.

My Account

  • How can I create “My Account” on Dell.com?
    To create "My Account" on Dell.com, perform the following steps:
    1. Open the Dell.com ‘Sign-In’ page.
    2. Select "Create an account" below the Blue Sign-In button.
    3. Fill in the required fields.
    4. Select ‘Create Account’ 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 the Dell.com ‘Sign-In’ page.
      2. Select "Create or Reset password" link below the password box.
      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 option called "Profile Settings" that is listed under the "Account Settings" section.
      3. Select “Edit profile”
      4. Select the “Change” button in the Password section.
      5. Updated the appropriate field:
        • Password - Enter your current password in the “Current Password” box & new password in the "New Password" box and in the "Confirm Password" box. Hit Save button."
    • To change your email address, perform the following steps:
      1. Log into My Account
      2. Select the option called "Profile Settings" that is listed under the "Account Settings" section.
      3. Select “Edit profile”
      4. Select the “Change” button in the Email address section.
      5. Update with your new email address and select “Continue”.
      6. Verify with the One Time Password received at your new email address filled in the last step and click “Verify”.
  • Can I consolidate separate "My Account" registries into one?
    • You cannot automatically consolidate or combine multiple "My Account" registries into one.
  • Why don't my most recent orders appear in the "My Account" profile?
    • If the order number is not visible under Dell “My Account”, please ensure that you are logged in with the billing email address associated with your order. If the issue persists after logging in using billing email, kindly reach out to our customer support team for assistance.
    • When ordering online: Sign into your “My Account” profile before ordering online.
    • When 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. Log into My Account.
    2. Select “Privacy” in the left menu
    3. Scroll at the bottom of the page and select “Deactivate Account”.
    4. Read through the messaging on the screen and look for answers to your most frequently asked questions on the page. If you have decided to deactivate your Account, select “Request One-Time Passcode” otherwise hit “Cancel”.
    5. Enter the One-Time Password received in your email.
    6. Your My Account has now been deactivated.