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FAQs

Vantechs Systems

Why should I buy a Vantechs customized or standardized OEM Desktop PC instead of a global OEM branded Desktop PC (Acer, HP, etc.)?

Vantechs’ standard and custom desktop PCs have several advantages:

  • Flexibility in hardware configuration:

    You can choose to control every technical detail for your customized computer; from motherboard to power supply, to your computer’s look (case) and more!

    However, if you don’t want to think about all the details, then you can simply choose one of our three standard OEM systems, and based on your needs, their listed optional software and hardware upgrade routes (RAM, Operating system, etc.).

  • Local support with experienced technicians:

    Require help deciding what you need? Please contact one of our technicians and we will gladly help you answer your questions or give you further recommendations.

  • Guaranteed uptime with Carry-In Warranty:

    Our three standard OEM systems, Vantechs Starter, Vantechs Economic, and Vantechs Performance systems all come with a one year Carry-In warranty which guarantees to have your system back to work within 72 hours. Additional warranty can be purchased to add on-site warranty for your systems as well.

  • Vantechs Custom Gaming Systems:

    Do you want the ultimate gaming machine, the optimum for your budget, or maybe you just want to be able to run a few selected games with moderate to high performance and quality? If you let us know your needs, we can surely help you decide on a custom solution.

Also, Vantechs is an authorized reseller for Acer, Asus, Lenovo and a few other selected global OEM brands. Contact us with your needs and we will work with you to find the best solution!

What is included in our Standard One Year Parts and Labour Warranty?

All our global OEM brand systems and custom non-standard systems come with a one year parts and labour warranty.

The one year parts warranty includes the manufacturer OEM replacement of all the hardware assembled in the system. This usually takes 4 to 10 weeks because defective components must be shipped to the manufacturer. The one year labour warranty only includes the fees for system testing, inspection, and hardware diagnostic. Software related problems that require troubleshooting or reinstallation are not covered by the warranty. This includes software problems such systems infected with malware, system instability or incompatibilities caused by driver, operating system, or software updates, or corrupted operating systems due to blackouts or other residential or business related electrical problems. If found by our technicians that the system is having problems due to one or more software problems, a minimum $50 per hour service fee or problem-specific in-store services will be charged to the customer.

How do I determine what kind of system I need?

If you need help choosing a system that is right for your situation, please contact our sales department for no-obligation advice. Our retail business hours and contact information are listed here

Why would I be interested in Carry-In Warranty?

With Vantechs Carry-In Warranty, you will have overall peace of mind knowing that it if your system needs service, the downtime of your business or personal use will be greatly minimized. One year of Vantechs Carry-In Warranty is already included with our three standard OEM systems, but longer term options are also available for two, three, four, or five years.

The major difference of having or not having our Carry-in warranty is that with our Standard One Year Parts and Labour Warranty, defective components must be shipped to the manufacturer and this can take up to 4 to 10 weeks, greatly prolonging the service period of your system.

With our Carry-In Warranty, your system will be repaired within 72 hours because hardware replacement(s) for your system is issued from our Service Department.

Note that our Carry-In Warranty is only available for our three standard OEM systems: VT Starter, VT Economic, and VT Performance. For further details, please contact our Sales Department.

Orders

How safe is it to shop at shop.vantechs.com?

At Vantechs, protecting your privacy is very important to us. We do not sell or exchange names or any other personal information about our customers or guests. Please read our Privacy Statement for more information.

Can I cancel or modify my order?

If your order hasn’t already been processed, we can cancel or modify your order. Please contact us for further information.

Will Vantechs special-order item(s) not listed on our online store?

If the product you are looking for is not listed on our online store, we may be able to special-order it for you. Please contact us more information. Please note that special orders are not refundable or exchangeable.

How do I check the status of my order?

You can check the status of your order by logging into your account. If your order has already been shipped, a tracking number should have had been emailed to you. In case you haven’t received an email from us due to technical reasons from either your end or our end, the tracking number will also be listed with your order on your Vantechs’ online account’s Order History page. If your order has not been shipped, please call us at (604) 839-8324 or email us through our Contact Page for more information.

Payments

What kind of payment methods do you accept?

We currently accept only Canadian credit cards issued by Visa or Mastercard. We also accept payment through PayPal. Sorry, but at this time we do not accept international credit cards. For more information please click on this link.

Does Vantechs provide any financing or leasing options?

We don’t directly provide leasing or financing options to our customers, but we do process through third-party leasing brokers as a business partner. They will do the necessary research on your behalf to obtain the best rates the market can offer. Please note third-party financing or leasing options through Vantechs are only available to business clients.

Does Vantechs have terms and credit accounts?

Only our business clients or resellers are eligible to apply for a corporate account with business cheques as payments to net 15/30 terms. For more details please contact us.

Returns

What is your return policy?

For more information in regards to our 14 day return policy, please click here.

How do I process an RMA (Return Merchandise Authorization)?

All returns received by a common carrier must have a RMA number or they will not be accepted and sent back. Please request a RMA number by following instruction on the RMA section of our Return Policy page.

How long will it take for a RMA replacement to arrive from the manufacturer?

Depending on the manufacturer's service location, it normally would take about 2 to 5 weeks. However, if your equipment is covered under the DOA period (first 14 days), then it will be replaced with inventory products.

How can I check my RMA Status?

To get the latest update on your RMA status, please contact support@vantechs.com.

Shipping

When will my order be shipped?

Your order will normally ship within 1-3 business days unless one or more items are not immediately available at our depot. If your order is not immediately available for shipment, it will be placed under pending status till it is ready. Charges will then be processed when the entire order is shipped from our depot.

How long does it takes for my order to arrive?

Based on your shipping option and destination, the estimated shipping time of your order will be one of the following:

  • Canada Post Regular: 2-9 Business days
  • Canada Post Expedited: 3-7 Business days
  • Canada Post Xpresspost: 1-3 Business days
  • Canada Post Priority Courier: 1-2 Business days
  • UPS Canada Standard: 3-7 Business days
  • UPS Canada Expedited: 2-5 Business days
  • UPS Canada Express: 1-3 Business days

In-store pickups: we will notify you by e-mail once your order has been processed and is ready for pickup.

*Customer will be contacted if there is an extensive delay for a product.

**The estimated shipping times above do not include the processing and preparation time for your package and are relevant for urban addresses only; rural area delivery may be longer.

How much is the shipping?

To get an estimate of your shipping cost, please first log in to your existing shop.vantechs.com account or create a new account if you don’t have one. Then add all the products you wish to purchase to your shopping cart by using the “continue shopping” button after each selection. Once you have added all the items you wish to purchase to your shopping cart, on the bottom left corner of the shopping cart page just under the heading called “Estimate Shipping and Tax”, please first select and fill out the relevant information and then click on the “Get Quote” button. The estimated shipping cost will then be shown on right side of the shopping cart page. Note that this is just an estimate and you will not be charged until you have fully submitted your order. For more information, please click here.

Do you ship internationally?

Sorry, we currently only ship to Canadian addresses.

What do I do if I did not receive my order?

After your item is processed and shipped from our depot, if you still have not received your order within ten (10) business days please contact the courier support office with the tracking number emailed to you or also found on your account’s order status page. Please note that rural area delivery may take longer than ten (10) business days. In the unlikelihood that courier support office does not have the provided tracking information, you can contact us and we will open an inquiry service for your package with the courier.

How are my items being shipped?

Your items will be shipped by either Canada Post or UPS.

Can I choose my own courier?

Currently, non-business account clients only have the option to choose between Canada Post or UPS for shipping. Business account clients have the option to choose their own courier services to arrange for pickup at our office location.

At checkout, what do I do if it says the item cannot be shipped to my address?

There is a weight limit of 100lbs for shipping a single order. Please separate your order if it's overweight. If your order is within the weight limit, please try again or contact us to complete your order. We are very sorry for any inconvenience.

What should I do if my product is damaged or doesn't work when it arrives?

If you notice visible physical damage on the courier package, then please refuse accepting the shipment. If you have signed for a delivery that is physically damaged, please make sure to take photos of the damages before and after you open the box. Then, you must file a claim with the courier company (we can help). For defective component or system, please read our Return policy to proceed with a RMA claim, we will cover return shipping.

Why does Vantechs need to verify my address?

Due to the threat of fraudulent activity, we must verify all addresses with card issuers for our mutual protection.

If I remove the UPC code on the box, can I still get a full refund?

You will not receive a refund for an item that is missing the UPC code. If the item is defective, you will receive a replacement with the same box in which it was returned to us.

Do you ship to P.O. Boxes?

Shipping to P.O. Boxes is only available through Canada Post for some areas. If you wish to ship to a P.O. Box, make sure you choose a Canada Post shipping option.

If I selected the Local Pickup option, when can I come and pick up my order?

Our customer representatives will contact you when your order is ready for pickup. If the purchase was made by a credit card, the cardholder must be present for the pickup with a piece of valid picture I.D. and the original credit card used for the purchase. Due to security reasons we cannot accept third-party pickup.

Can I get someone else to pick up my order for me?

For security reasons, we cannot accept third-party pickup (are we going to use the same policy?)

Technical Support

Do you do repairs, virus-removals, or hardware installations on computers?

For more information about our information technology services, please visit our main site by clicking on this link.