Important: Please note our repair center will be closed from December 22nd – January 6th. Defective products received on or after Dec 22nd will be repaired and shipped back at the earliest on Jan 9th. For orders from www.razer.com, please check our holiday season update for the latest shipping and return timelines.
Delivery times may vary depending on destination, but you can expect your repaired/replacement device to be shipped within 3 to 5 business days from the date the defective device was received by the repair center. See below for more detailed information.
As gamers ourselves, we know you want to get your gear back as soon as possible so you can resume the fun—which is why we think it’s important that you know what goes on behind the scenes.
Please click on the relevant service below for a full picture of how we do things:
REPAIRS
REPLACEMENTS
IN-WARRANTY REPAIR
Repaired and shipped within 3 business days from when the defective device is received at our repair facility.
Stage 1: Pre-repair
- Ticket submitted
- Ticket reviewed and approved
- Pre-paid shipping label sent to customer [within 1 day of approval]
- Customer sends defective device
Stage 2: Repair
- Defective device received at repair facility
- Repairs on defective device
Stage 3:
Post-repair
- Repaired device shipped to customer
- Customer is notified
Stage 4: Delivery
- Repaired device is received by customer*
*Shipping times may vary depending on customer's location and weather conditions.
OUT-OF-WARRANTY REPAIR
Repaired and shipped within 5 business days from when repair fee is received. ONLY applicable for Razer laptops.
Stage 1: Pre-repair
- Ticket submitted
- Ticket reviewed and approved
- Payment request sent to customer for $99 diagnostic fee
- Diagnostic fee paid by customer
- Pre-paid shipping label sent to customer [within 1 day of approval]
- Customer sends defective device
- Defective device is received, diagnosed, and repair quote1 sent to customer
- Repair fee paid by customer
Stage 2: Repair
- Repairs on defective device2
Stage 3:
Post-repair
- Repaired device shipped to customer
- Customer is notified
Stage 4: Delivery
- Repaired device is received by customer4
1Repair quote is emailed 2 business days after the device is received and to be paid within 14 days. If no payment is received, the unrepaired device will be shipped back to the address provided.
2Repair time is dependent on repair parts availability.
3Does not include the day the defective device is received by the repair facility.
4Shipping times may vary depending on customer's location and weather conditions.
STANDARD REPLACEMENT
Replacement device is shipped within 3 business days from when the defective device is received at our repair facility.
Stage 1: Pre-replacement
- Ticket submitted
- Ticket reviewed and approved
- Pre-paid shipping label sent to customer [within 1 day of approval]
- Customer sends defective device
Stage 2: Replacement
- Defective device received at repair facility
- Replacement device shipped to customer
- Customer is notified
Stage 3: Delivery
- Replacement device is received by customer*
*Shipping times may vary depending on customer's location and weather conditions.
ADVANCED REPLACEMENT
Replacement device is shipped within 3 business days from when security deposit fee is received.
Stage 1: Pre-replacement
- Ticket submitted
- Ticket reviewed and approved
- Payment request sent to customer for security deposit fee1
- Security deposit fee paid by customer
- Pre-paid shipping label sent to customer [within 1 day from the payment of the security deposit]
Stage 2: Replacement
- Replacement device shipped to customer
Stage 3: Post-replacement
- Replacement device is received by customer3
- Customer sends defective device4
- Defective device received at repair facility
- Customer is refunded for the security deposit fee5
- Customer is notified
1The security deposit fee is a guarantee that Razer receives the defective device back and will be refunded after receipt of the goods.
2Does not include the day the defective device is received by the repair facility.
3Shipping times may vary depending on customer's location and weather conditions.
4Defective device should be returned within 14 days after the delivery of the replacement device.
5Refunds only begin processing once the defective device is received at the repair facility, which may vary depending on delivery times, while processing the refund may take up to 17 business days depending on the original payment method.