ARCH Computing Services

You can get a Return Material Authorization (RMA) form by clicking here. This is an Adobe pdf file.

Fill-out the RMA form and email to rma@archcomputing.com

or fax the form to (719)579-8640

You can get a free copy of Adobe Acrobat Reader

Warranties & Returns
All products sold by ARCH Computing Services, Inc. carry the original full manufacturer's warranty unless otherwise specified. ARCH Computing Services, Inc. also offers a 15-day return / exchange policy; during the first 15 days after a purchase, we will provide you with assistance in returning or exchanging an item which is damaged or incompatible with your system. The details of the ARCH Computing Services, Inc. Return and Exchange Policy are specified below.

Returns & Exchanges Policy
At ARCH Computing Services, Inc., we carefully watch the rate of returns of all products because this is a useful measurement of the reliability of our products and the satisfaction of our customers. Overall, the return rate for all products sold by ARCH Computing Services, Inc. is slightly less than one half of one percent (< 0.5%). The possible reasons for which items are returned include: a manufacturing defect in the product, the product ordered would not work with the customer's system, the item was damaged during shipping, or the wrong item was ordered and/or shipped. In any case, a customer may call the Customer Support Department at 719-579-8823, or e-mail ARCH Computing Services, Inc. Customer Support Personnel at tech@archcomputing.com, to explain the problem they are having. Our friendly support staff will either resolve the issue or authorize the product to be returned to us for replacement or exchange. ARCH Computing Services, Inc. can act on a customer's behalf to obtain a replacement / exchange product from the manufacturer for the first 15 days from the purchase date. After 15 days, a customer may contact the manufacturer directly to arrange repairs and exchanges in accordance with the warranty provided by the manufacturer. Shipping charges and labor fees are, of course, not refundable because we cannot obtain any refunds from UPS or turn back the clock on time and effort expended to custom build, repair, or install equipment.

Before returning a defective or incorrect product to ARCH Computing Services, Inc., a customer is required to obtain a "Return Merchandise Authorization (RMA)" number. This number must be printed on the shipping label on the outside of the returned package in order for the return and exchange to be processed in a timely manner. Returns cannot be accepted without prior authorization and an RMA number which can easily be obtained by calling the Customer Support Department at 719-579-8823. Once an RMA number is issued, it is valid for 10 calendar days; the product being returned must be received by ARCH Computing Services, Inc. within the return period specified on the invoice or within 15 calendar days of the original invoice date1 (whichever is shorter) and within 10 days of the RMA. The time period specified on the invoice is the time used for determining the extent of the applicable return period for each product. Return authorizations will not be issued after a stated return period has expired. Arrangements are easy if a customer follows the simple guidelines outlined here.

Be aware that returns (for exchange or refund) must be completed within 15 calendar days of the original purchase. ARCH Computing Services, Inc. gives all customers 5 days from receipt of a shipment to examine their product(s) to ensure that no damage occurred during shipping. If any product arrives in damaged condition, the customer should call the ARCH Computing Services, Inc. Customer Support Department at 719-579-8823 within 5 days of receiving the shipment for assistance in arranging for an exchange or refund. Further, if any product fails to function properly from the start, the customer should call the ARCH Computing Services, Inc. Customer Support Department at 719-579-8823 for assistance in installing the product, troubleshooting, or to arrange for an exchange or refund. Generally, customers have 15 days from the date of the invoice to complete the process of contacting us, obtaining authorization for a return, and shipping the product back to us. The 15-day return / exchange policy allows ARCH Computing Services, Inc. to keep the costs associated with maintaining records to a minimum so that savings can be passed on to all our customers. After 15 days from the invoice date, or the specific return period stated as on the invoice (whichever is shorter), returns can not be accepted for refund or exchange regardless of when a return authorization was issued because manufacturers will only extend warranties to individual customers and not to sales outlets like ARCH Computing Services, Inc.. Of course, manufacturers' warranties still apply, and the friendly folks in the Customer Support Department at ARCH Computing Services, Inc. will be happy to assist customers in finding appropriate contact information so that they can arrange an exchange from the manufacturer directly. Thus, your products are covered if manufacturing defects manifest after the first 15 days from purchase, and you can simply contact the manufacturer directly for a replacement in that case.

The following steps outline what you can do to ensure that you get your exchange or refund as quickly as possible from ARCH Computing Services, Inc..

1. Call the Customer Support Department at 719-579-8823 or send an e-mail to them at tech@archcomputing.com; give them the following information:
a) Invoice number (the number in the upper left corner of your invoice/receipt which was sent with your purchase). If you cannot locate this number, then give them the name and account number of the credit card to which the order was charged or your ARCH Computing Services, Inc. account number.
b) The date on the invoice (or the date of purchase posted on your credit card statement).
c) The product name and model number.
d) The product serial number (if it has one).
e) A description of the product purchased and the problem encountered. Also include a description of the other components installed within the same system (if the product is a computer part being added to an existing desktop/laptop computer).

2. Once an RMA is issued, securely package and return your product to ARCH Computing Services, Inc. via your choice of carrier.
a) Pack the product to be returned, along with all of the originally shipped materials, in a manner that protects them from damage during shipping. ARCH Computing Services, Inc. will not give a refund or an exchange for items damaged in return shipping. The best way to ensure protection from physical damage is to use the original shipping container and packing materials in which the product arrived to you. You should not use the manufacturer's retail packaging alone as a shipping container (unless it was originally received in that manner). Examples of products that would use the manufacturer's packaging as shipping containers include most monitors, some printers, cases, and enclosures with packaging which is designed to be used as a shipping container. On the other hand, a controller kit box, motherboard box, and half height case packaging are examples of what NOT to use as shipping containers. Such retail packaging is not designed to withstand the stresses of shipment without additional outer packaging to protect the product from damage. Also, it is NOT acceptable to ship CDs or memory sticks in bare envelopes as these are likely to incur damage from the sorting equipment used by the US Post Office and other carriers. We rely on our customers to take proper care of returned merchandise. Once a customer receives a shipment, the product is the customer's responsibility until it arrives back in the possession of ARCH Computing Services, Inc.. In some cases, damage to well packed items may occur while in the possession of a carrier. The customer is responsible for filing claims with the carrier for reimbursement of damages that occur while a package is being returned to us from the customer. At the customer's request, we may hold the package, pending inspection by the carrier, for a period up to 15 days. After 15 days, the item will be discarded, returned to the customer at the customer's expense, or donated to a local charity if usable. If a customer fails to make arrangements with the carrier within 15 days, the customer will be responsible for arranging transportation for return of a damaged item to the customer's location. Reputable carriers typically resolve such matters within a few days, so we advise our customers to select a return carrier with a good track record.
b) Include all retail boxes, materials, and manuals as well as cables, cords, and parts that came with the product. Do not write on any retail box or materials. Defacing the manufacturer's packaging may void a refund or exchange. Items returned that have had the UPC code removed from the packaging are not be eligible for refund or exchange. All authorized returns must be 100% complete and sellable as new to be eligible for a refund or exchange for different product. This includes the original manufacturer's packaging, manuals, blank warranty cards, and accessories provided by the manufacturer. Retail packaging, manuals, and warranty cards that have been defaced, or have been written on, will disqualify the product for refund. (Orders that arrive to the customer with missing items or kits received by the customer that have accessories missing must be reported within 5 working days of receipt as noted above.) We reserve the right to measure and weigh an exact duplicate of the packed order (measured against the carrier's weight specifications for the shipment) and to take an inventory count in order to determine the validity of claims that any items were missing from an order that has been invoiced by ARCH Computing Services, Inc. and received by a customer. We may not assume responsibility for missing items reported beyond 5 business days from the date the package was delivered. We highly recommend that customers examine the received items against the copy of the bill of landing or a copy of the invoice immediately upon receipt to ensure that no errors occurred.
c) The RMA number must appear on the shipping label on the outside of the shipping container. On the outside of the shipping label, write the RMA number that you obtained from the Customer Support Department, your return address, and the following address:
ARCH Computing Services, Inc.
1108 Scarlet Oak Drive.
Colorado Springs, CO 80906
If asked for a phone number on the shipping label, use: 719-579-8823.

The RMA number should NOT be written on the manufacturer's retail packaging. If a product is received with the manufacturer's packaging being used as a shipping container (e.g., as is the case with monitors), then put the RMA number on the shipping label only. Do not write on the manufacturer's packaging or on the product with a permanent marker or pen as this may void the refund/exchange.
d) Take the packaged product to the U.S. Post Office, UPS, FedEx, or other reputable carrier. Customers are responsible for shipping charges and risk of loss on all return shipments. ARCH Computing Services, Inc. assumes responsibility for shipping charges and risk of loss for original shipments and for exchange transaction shipments back to the customer. We highly recommend that our customers use a reputable carrier with the capability of providing proof of delivery (via trace numbers); ARCH Computing Services, Inc. can not be responsible for lost products or products delivered to any location other than the one we specify when issuing an RMA number (i.e., the address above), so please take care to write the address correctly and legibly. We further strongly recommend that our customers fully insure all returns, including defective items being returned for exchange or refund. ARCH Computing Services, Inc. cannot be responsible for products that are damaged or defaced while in the customer's possession or in transit back to us. Damaged and defaced products are not eligible for refund or exchange even if the product was defective upon delivery to a customer because additional damage or defacement can make it impossible for us to determine that a defect was present before the product was received by the customer. The manufacturer's restrictions and policies apply in such cases, and customers can appeal directly to the manufacturer for replacements under warranty in any case.
e) Please note that items returned for refund or exchange which are shipped collect (COD) to us will not be accepted. They will be refused and returned to the customer at the customer's expense.
f) In most cases, after following these steps, you should receive your replacement, exchange, or refund within seven days.

Special Notes to Customers
a) If a product appears to be obviously damaged when it arrives at a customer's location, it is best if the customer refuses delivery and then contacts the ARCH Computing Services, Inc. Customer Support Department at 719-579-8823 so that we can make arrangements for the carrier to return the damaged product to us. This procedure allows us to more quickly replace damaged products without further inconvenience to the customer and to expedite a claim for damages with the carrier. We will arrange for replacement with an identical order to the customer upon confirmation by the carrier that the package is being returned to us. If a customer chooses to accept a package in a damaged condition, the customer should insist that the carrier note in the delivery record that the package appeared damaged when it was received. The customer MUST notify us of the damage within 5 business days of receiving the product, otherwise our normal return policy and current manufacturer's restrictions will override any claim for damage.
b) Refused shipments of orders due to any reason other than visible damage to packaging will be subject to 15% restocking fee plus the shipping cost incurred for returning the item. Further, if a customer simply sends a product back to ARCH Computing Services, Inc. without making arrangements with us for an exchange or refund, we will hold the item for 15 days pending inspection and/or for negotiations with the carrier if it was damaged in transit. If a customer does not take action to have a damaged item replaced, exchanged, or returned to them as is, it will be considered to be abandoned after 15 days and the product will be discarded, returned to the customer at customer's expense, or donated to a local charity if usable. In such cases, a refund cannot be made. This 15-day limit keeps costs associated with record-keeping to a minimum so that savings can be passed on to all our customers while allowing a very reasonable length of time to complete arrangements for returns and exchanges.
c) A customer is liable for all shipping charges incurred after an item or product has been returned to us and has been determined NOT to be eligible for refund or exchange by us (due to the customer's failure to contact us within the appropriate timeframe if the product was defective upon arrival or damage was caused by the carrier or due to damage which is determined to have been caused by the customer) after we receive it. This includes costs for returning the product to a customer or shipping a product to a manufacturer on a customer's behalf to have the product repaired or replaced in accordance with the manufacturer's warranty policies.
d) Expedited handling of cross shipments of exchanges will incur a $10.00 expediting fee. This is because the order must be walked through the system to guarantee shipment on the day of the transaction, and this requires an individual to leave his/her workstation and cease support activities for all other customers during the process.
e) Requests for testing replacement products before shipping will be subject to a fee based on the time required to set up and test the product. The labor rate is $50 per hour. The minimum charge will be $10.00 per item tested.

Additional Conditions Applicable to Hardware
a) Unopened products in the original factory-sealed container may be returned under the terms and conditions of our normal 15-day returns policy for refund or exchange unless a shorter time period is specified on the original invoice (a few hardware items have shorter return time limits).
b) Opened products in the original undamaged manufacturer's packaging and in new and re-saleable condition may be returned, under the terms and conditions of our normal 15-day returns policy, for refund or exchange and may be subject to a minimum 15% restocking fee (see restocking fee guidelines below).
c) Items that are returned with used, missing, or damaged accessories will not be accepted for refund or exchange and may be subject to a larger restocking fee at our option.
d) Items that are inoperable upon arrival or defective may be returned to us for refund or exchange within 15 days of the invoice date, or other time period specified on the invoice or in this policy, with no restocking fee if all other criteria for unopened products noted above are met.
e) All Motherboard and CPU returns must be authorized and received within 10 days of the original invoice date.

Additional Conditions Applicable to Software Returns
a) Unopened software may be returned for refund or exchange under the terms and conditions of our normal 15-day returns policy.
b) Opened software cannot be returned for refund or exchange. Customers are responsible for determining the compatibility of specific software with their systems prior to placing an order for software. Further, customers are responsible for determining that the product received is the product that was ordered prior to opening the software package. Compatibility issues should be researched with the manufacturer of the system (hardware) and the creator of the operating system as well as the producer of the software being bought prior to purchase. Our technical department can be contacted at 719-579-8823 regarding known and documented compatibility issues which we have encountered; our technical staff may also be able to advise you on where to look for such information prior to making a purchase.
c) Defective software is eligible for replacement by the manufacturer only. Call our customer support staff at 719-579-8823 (or email tech@archcomputing.com) for assistance in acquiring a replacement if you cannot locate the manufacturer's contact information in the material provided with the software.
d) Multiple user software licenses cannot be returned for refund or exchange unless first authorized by the manufacturer.

Additional Conditions Applicable to OEM Products
a) OEM Definition: Original Equipment Manufacturer. Components of a finished product may be made up of OEM parts manufactured by someone other than the company that assembled the components into a finished product. Products which ARCH Computing Services, Inc. assembles from OEM components carry a one year limited warranty to the original purchaser. Registration of the product is not required. Warranties are validated by the sales history record in our system.
b) "OEM" may also refer to items that have been sold as "bare" and do not come in a retail manufacturer's package with manuals and accessories. These products are normally built into, or intended to be installed into, other products. An example is an external drive kit that is assembled and sold as a finished product. The external drive consists of an OEM external case with an OEM drive installed inside the case, and the product may or may not come with OEM accessories and OEM software as part of a kit. All the individual parts and accessories that make up the product may be considered OEM products. In most cases, the original manufacturer will accept a product which they manufactured directly from an end user, after the end user acquires an RMA number from the manufacturer and has removed the product from the assembled kit. OEM products, only from kits that we at ARCH Computing Services, Inc. assemble, may be returned to us for repair or replacement, either assembled in the product we sold, or individually if the items are removable from the assembled product. All other OEM products and components must be repaired or replaced by the manufacturer or the company that assembled the finished product or kit.
c) Defective OEM products or components, only in kits that we assemble, may be returned to us for repair or replacement within one year of the original invoice date unless specified otherwise on the original invoice. At our discretion, defective OEM products that are returned to us may be shipped to the manufacturer for repair or replacement. Turnaround times for products sent to a manufacturer can be from 3 to 8 weeks after the time that we receive the product, depending on which manufacturer made the product, where the manufacturer's repair or inventory facility is located, and how quickly the manufacturer responds to OUR request for an RMA from them.
d) An RMA number is required to return an OEM product to us for repair or replacement, and the product must arrive at our location in time for us to request an RMA from the manufacturer before the one-year time limit (warranty) expires.
e) Individual OEM components are not eligible to be returned for refund but may qualify for repair or replacement.
f) If you are not sure if your product is an OEM product, email or call our Customer Support Department for a final determination of the status of the component and/or for assistance with contacting the original manufacturer.

Restocking Fee Guidelines
1. No fees apply if:
a) The product arrives at our location within 15 calendar days of the invoice date AND within 10 calendar days of the return authorization date AND
b) The product is being exchanged for a product valued at no less than half the price of the product being returned - OR - the returned product has been determined by the Customer Support Personnel to be defective.

No restocking fees are charged to the customer if any of the following applies:
a) ARCH Computing Services, Inc. shipped the incorrect product (i.e., the product was not what the customer requested).
b) ARCH Computing Services, Inc. inadvertently shipped a duplicate order.
c) The ARCH Computing Services, Inc. Sales Staff made an error by selling a product that should not have been sold for the customer's system, or ARCH Computing Services, Inc. Sales Staff did not interpret the customer's request correctly.
d) An inaccurate or misleading description of the product was posted in our advertising or on our website.
e) The customer places another order within 90 days of the original order and contacts Customer Support to request a refund of the restocking fee. Note: restocking fee refunds are processed separately and may not be deducted from the cost of the new order.
f) The order is returned to ARCH Computing Services, Inc. by the carrier for any reason that is not within the customer's control.

3. A 15% restocking fee is charged to a customer if any of the following conditions apply:
a) The customer returns an order within 15 days of the original invoice for refund - not exchange - and none of the conditions in #2 (above) applies.
b) If the address supplied by the customer is correct and the customer refuses delivery of the package, the restocking fee will be charged, and appropriate fees to cover return shipping may be charged. An alternative is an agreement from the customer to pay a second shipping charge, then ARCH Computing Services, Inc. will reship the package to the same or different address given by an authorized person. Shipping charges are NOT refunded under these circumstances.
c) If an exception is needed because the customer's operation cycle or location justifies a longer time span to facilitate a return to us, additional time can be granted for RMA returns if the customer explains the need for this exception to the Customer Support Department at the time that the return / exchange is requested and a manager approves the time extension. (Examples might involve a university or college ending and starting a new semester or closing during the Christmas holidays, or a customer housed in a foreign country.)

If you have questions about these policies
ARCH Computing Services, Inc. strives to provide clear and reasonable policies for meeting the needs of our customers. If, for any reason, you have questions about these policies, feel free to call us at 719-579-8823 or send e-mail to us at tech@archcomputing.com so that our Customer Support Team can address your specific concerns. Thank you for shopping at ARCH Computing Services, Inc. where you'll find everything you need for your computer and office equipment.

Disclaimers & Limitation of Liability
All trademarks are registered trademarks of their respective companies. ARCH Computing Services, Inc. is not responsible for any misrepresentation of any product by any manufacturer or any public or political involvement of any manufacturer, distributor, partner, employee, or agent. All descriptions, policies, and statements contained in this document or provided by our employees are as accurate as possible; however, our industry is extremely dynamic - it changes very rapidly. Therefore, we must reserve the right to make changes as needed without prior notice. We also reserve the right to refuse any sale for any reason. In the event that one or more of the policies contained herein may be found to be unenforceable, it shall not affect any other policy. All content of our printed or electronic media materials are owned by ARCH Computing Services, Inc., and any unauthorized reproduction or use may be in violation of certain laws. All merchandise is sold in good faith to be as described. ARCH Computing Services, Inc. makes no warranties, expressed or implied, as to the fitness of any item for any particular purpose. ARCH Computing Services, Inc. will not be responsible for any accidental, consequential, or any other special damages which may occur even if ARCH Computing Services, Inc. or any of its employees or agents are made aware of such damages or the possibility of damages.

We work very hard to make sure that all of our advertisements, sales people, and technical support people are accurate. Likewise, we work very hard to make sure all content of our websites are accurate. Of course, we are humans and might make a mistake once in a while. ARCH Computing Services, Inc. cannot be held responsible for inadvertent typographical or verbal errors or omissions. Be assured that, with over 14 years of experience at making our customers happy, we will do everything we can to correct any mistakes we make.

While enormous efforts have been taken to ensure complete security and safety of all information and products, ARCH Computing Services, Inc. cannot be responsible for any damages resulting from server attack, hack, or virus, be it against our server(s) or those of any of our manufacturing or distributing partners. In no event will ARCH Computing Services, Inc. be responsible for any amount which exceeds the amount paid by the customer for an item at issue. Some states do not allow limitation of such damages, so this limitation may not apply or may vary from state to state. In no event will any of ARCH Computing Services, Inc.' employees, officers, or other representatives be responsible for any claims whatsoever made against ARCH Computing Services, Inc.. Concerning Credit Card Fraud: by submitting an order, you are stating that you are the cardholder of the credit card and that the charge is authorized. We take credit card fraud seriously and report all instances of abuse to legal authorities and to the card owner.

Footnote
The invoice date is the date that the order was placed; it is printed on the invoice.