Customer Service Help & Info
Customer Service is here to help.
To help them help you, please review these suggestions for contacting Customer Service. The answer to your question may already be available!
Payment Verification
Although most orders are verified within a few minutes, Customer Service handles many contacts as a result of a stalled payment.
Here's some possible reasons why your order might not be processing:
- Typos or errors in the Billing Address, Shipping Address or Credit Card information
- Double-check your order and make sure that all fields are correct. Don't forget the bank phone number!
- Insufficient funds, a daily limit or an expired card
- Contacting your bank and making sure your credit/debit card is in good standing can help rule this possibility out.
- A Shipping Address that's not on file with your bank
- If you're shipping your order to a different address than the one listed with your billing information, make sure to contact your bank and let them know. Almost every bank has some method of noting your account with an additional ship-to address, and Newegg does verify this before your order is shipped.
What Customer Service Can Help With
- Issuing a shipping claim if your order is damaged on arrival
- Issuing an RMA for a defective item
- Handling special circumstances that aren't mentioned in our FAQs
- Voiding or removing items from a recently-placed order
- We ship very quickly; contact us ASAP for order voids!
- Providing information regarding an order that isn't processing
- Re-submitting an order after you've updated payment or shipping information
What Customer Service Can't Help With
Customer Service is very good at what they do, but there are some things they aren't authorized to assist with. Here's some alternative suggestions if you're contacting CS about one of these issues:
- Technical Support or Product Compatibility
- The best official technical support will always be provided by the product's manufacturer; thier contact information is listed on the lower-left side of the product's web page under "Manufacturer Info". Or try our Product Support Forums here on EggXpert!
- Placing an order
- All Newegg orders are placed online; we do not have a sales team. If you feel that you're having trouble placing an order due to a system error, we recommend that you contact CS while you're viewing your shopping cart and are prepared to check out. They'll be happy to talk you through it!
- Adding items to an order
- It's best to "add" items by placing a separate, new order; CS can't add items because the order's price would increase, and this can cause issues if the order is midway through payment processing.
When is the best time to contact Customer Service?
Here's some insider info that could save you some time on the phone, and help us balance our call volume! Please note that these are averages, and as the actual call volume on any given day can vary.
- The best time to call (when the volume is typically the lowest) in the morning is between 9:30 AM and 11:00 AM, PST.
- The best time to call (when the volume is typically the lowest) in the afternoon is between 2:30 PM and 5:00 PM, PST.
- Live Chat is also available, though the volume is generally more steady throughout the day. The times listed above are also good times to contact us via Live Chat.
- You can contact us via Email for less time-pressing issues; we make our best efforts to respond within 24 hours, but it can take longer depending on the volume of Emails we've received recently.
- Please refrain from sending us an Email if you're contacting us via Telephone or Live Chat!
Customer Service Hours & Contact Info
Telephone & Live Chat Hours of Operation:
Monday - Friday, 5:30am - 5:30pm PT
Toll Free: (800) 390-1119
Fax: (909) 395-8907
Customer Service Contact Page
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