Our Policies

Our company policy is to deliver your gaming computer to you as soon as possible. We want you to enjoy your new Gaming computer just as much as you. We can only process an order when the transaction through PayPal has been completed in full. If there is a hold on the transaction we will notify you and give you an ETA of when we can start to process your order. Most delays in this process are caused by banks and their security policies. If there is a delay with a transaction, we will notify you and work with you to get this issue resolved as soon as possible. 

• All transaction issues will be handled through PayPal. 
• Empower Gaming Computers will never see, store or ask for any of your Credit/Debit card or Bank information and your transaction is secured through PayPal. 
• Credit agreements are between the purchaser and PayPal. Empower Gaming Computers is not responsible for any of the customers actions if a new line of credit is open with PayPal or your Credit has been checked by PayPal. All issues regarding PayPal credit must be handled between the purchaser and PayPal. 

Here at Empower each computer is built upon order which means we need time to assemble your new Gaming Computer. This ensures that you will receive a fully up to date Gaming computer. This also gives us the time we need to fine tune the configuration to make sure your Gaming Computer is preforming at its best. Most of our Pre-built options are shipped within 3-4 business days of the order. If there are special configurations or requests this build time can be and will be increased up to 5 additional business days depending on the special requests that need to be fulfilled. We will reach out to you and let you know of any delays in order to set the right expectations with you. Unless otherwise defined on the product page. During the Holiday season (November -December 2020) we are expecting additional delays getting parts in due to the high volume of shipments. 

All of our Gaming Computers have their own standard that it must meet before getting shipped out. Not only is it inspected to meet visual quality but it is also bench marked to verify its performance in order to make sure it meets your expectations.  This also gives us the opportunity to check the hardware in order to make sure we root out any possible lemons. We want to delivery a fully functional Gaming Computer, not a lemon. If your Gaming Computer fails our standard we may need an extended time to correct any issue that may arise. We will be in contact with you about any delays in order to set the right exception. 

Once your Gaming Computer is shipped, you will receive a tracking number along with a link to track your shipment. Generally our shipments will be shipped UPS Ground unless agreed terms to ship faster or through another shipper. We can also personally deliver your Gaming Computer to save shipping time if you are local in Michigan. If there is damage caused by the shipper it can take up to 30 days to correct the problem. Depending on the issue it may take longer. This is because of the shipper claims policy. Empower Gaming Computers will do everything in our power to get the issue resolved as quick as possible. If you received a damaged item, please contact us as soon as possible. Our contact information can be found on our support page. If the damage is to great we may need to ship the Gaming Computer back to Empower and repair or replace the Gaming Computer entirely. Please understand that if this happens Empower Gaming Computers will do everything we can to make it right and it is out of our control when its in the hands of the shipper.

We only accept returns for a faulty product. This is a rare situation as we have a very strong quality check process before the Gaming Computer is shipped. We will agree to process a return only if the Gaming Computer purchased meets all of the following:

• The Gaming Computer is faulty
• The Gaming Computer has not been tampered with in any way
• The Gaming Computer does not have any type of physical damage
• The Gaming Computer is 100% complete (no missing parts)
• You contacted our support team and opened a ticket to give us the opportunity to correct any issues
• The Reported issue is reported with in 30 days of receiving the Gaming Computer
• The Gaming Computer is shipped back to or dropped off at Empower Gaming Computers and is inspected and confirmed by our technicians that the Gaming Computer purchased is faulty. 
• The purchaser pays for any shipping.

Refund Process:

• There is a 20% restocking fee that will be deducted from your refund.
• Your refund will be processed through PayPal (Merchant). Your refund will be based on PayPal's policies and 20% of the total will be deducted from your refund amount for Restocking Fees  Click here to learn more about "When and where will your refund be sent once your return has been approved"
• Depending on your method of payment with PayPal it can take up to or longer than 30 business days to complete your refund once the return and refund has been approved by Empower Gaming Computers. This is based off of PayPal and their policies. 

We do not have an official SLA with any of our products. Once an issue has been reported by Calling, Speaking to an support rep, Leaving a voice mail or sending an email to support@empowergmaingpcs.com or filling out a support request on our website we will be in contact with you within 1 business day. (we will make every attempt to contact you as soon as possible) 

Please make sure to provide as much information as possible on the initial support request as this will help us narrow the issue down and get to a solution as quickly as possible. 

We will only support the following: 

• The physical hardware originally shipped with your Gaming Computer that Empower Gaming Computers has documented. 
• The Windows 10 installation or Re installation Process
  • We will not support any issues caused by changes made to the Windows operating system that was made by the purchaser. 
  • We do not remove, fix or assist with any type of malicious software that has been introduced to your computer.
  • Empower Gaming Computers will not support any software or games added to your computer.
• Empower Gaming Computers will only support driver software from the hardware originally shipped.
  • Empower Gaming Computers will not support any hardware added to your computer not installed/listed on the original invoice. Unless done so by Empower Gaming Computers.

Warranty Replacement Policy:

In the event that something is broken and needs to be replaced, Empower Gaming Computers will resolve any replacements with in 30 business days. We will work to correct the issue as quickly as possible. 

• The purchaser may be required to ship the Gaming Computer back to Empower Gaming Computers. Empower Gaming Computers will supply the Shipping Label and can also supply the shipping material if needed. This will be determined between communication with Empower Gaming Computers Support and the Purchaser.  This is dependent on the issue and is determined by Empower Gaming Computers.
•  Empower Gaming Computer may need to ship replacement parts to the purchaser. 
• Empower Gaming Computers support may direct the purchaser through steps to resolve the issue if its within reason which is determined by the Empower Gaming Computers Support Team. 
• Empower Gaming Computers may elect to use a third party support company contracted to come onsite to repair or replace parts at the purchasers address. Or direct the purchaser to bring the computer to a local service vendor of Empower Gaming Computers choice for service/repairs. 
• Empower Gaming Computers may elect to send their own technician onsite for repairs if the purchaser is local.