DEDICATED TO HELPING YOU EVERY STEP OF THE WAY!

Sales Assistance

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Availability

Since all of our computers are specifically built for each customer, we don't keep pre-assembled systems in stock. All of our computers require assembly prior to shipment.
To avoid negative shopping experience, we at AVADirect highly recommend to verify product availability before placing your order. The availability information is present on the product pages and additional details can be found by clicking the Question Mark bubble for each.

Product availability information provided on our website is accurate up to one day and in most cases is sufficient to determine actual product availability.

Compatibility

Absolutely! Our configurators are updated consistently to ensure every part listed is compatible for that build. Even with that in place, we still verify each order after it's been placed.

If you'd like some advice on choosing your specifications, use the Contact Us button to tell us what you'll be using the computer for, and we will provide you with our recommendations.

Components Not Listed

All of our custom configurators are updated on a constant basis to provide as many compatible options as possible. If you don't see a part listed that you'd like to add to your new computer, just hit the Contact Us button and let us know! We'd be happy to research the compatibility and provide you a customized quote.

Linux Choices

Yes, we do. We offer multiple Linux options, however these must be approved on your configuration prior to checkout by one of our technicians.
Since Linux is an open source operating system, there are a lot of hardware options that are unsupported. If you'd like to have Linux loaded onto your build, use the Contact Us form to let us know. This will allow us the time to research the best option.

Overclocking

Overclocking is the process in which we configure your Processor and/or Video Card to operate faster than it originally would have. Each and every component is different, which is why we allow for a certain percentage of increase.

Sales Tax

We are legally required to collect sales tax in Ohio and California. If your order is being shipped to one of these states, it will include sales tax.
If you are a tax exempt organization, please use the Contact Us button for assistance. We will ask you to fax or email us a copy of your tax exempt certificate, after which we can remove the tax from your order.

Special Requests

This is easily done by using the Order Instructions box, located on the right side during Checkout. This information is attached to your order and seen by every department, to ensure it's taken care of for you.

Shipping Options

We offer multiple shipping methods which are calculated during the checkout process. You can check the price by using the "Estimate Shipping" button while in your cart.
After payment is processed orders take approximately 10-14 business days before stock is procured, the product is assembled, tested, and then shipped.

Transit time from our location to you depends on where you're located and which shipping option you've chosen.

Store Location

If you ordered a custom computer or notebook, then yes. Unfortunately we're not currently providing pick up services for individual parts or Quick Ship notebooks.
At this time, we don't have display models to come in and check out. All of our options are listed on our website, and if you're having trouble deciding, just use the Contact Us form and we would be happy to assist you.

Payment Methods

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Card Authorization

The Credit Card Authorization Form (CCAF) is similar to signing a credit card receipt. This form is designed to prevent credit card fraud and keep your sensitive information safely on file. If an individual were to have stolen your credit card information, and submit an order with AVADirect, this form would prevent them from doing so.
You can sign the form on the order confirmation page after checkout is complete. Otherwise we will send you an email reminder to sign the CCAF as we cannot process your order without it. To sign the form, you will need to be logged into your account on AVADirect.com.

Be sure to check your email for a confirmation. Once you've confirmed your email address, your CCAF will be uploaded into our system automatically.

Credit & Debit Cards

We accept VISA, Mastercard, Discover, and American Express. All credit card transactions are completed over a secure connection.

For your protection, we screen orders for potential fraud. Please ensure that your billing address matches that of your payment method to avoid delays in order processing.
In order to procure the requested components as soon as possible, AVADirect requires payment prior to building your custom computer.

Financing

AVADirect offers financing options through Affirm, a financing alternative to credit cards and other credit payment products. Click here to learn more.

PayPal Options

Yes, we offer a secure PayPal Checkout option, and we accept direct PayPal payments. For more information sending payment through your PayPal account, us the Contact Us button.

Other Methods

We also accept Purchase Orders, Checks, and Wire Transfers. For additional information on those methods, please use the Contact Us form.

Customer Service

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Delivery

As soon as we print the shipping label you will be notified by email. The email will contain shipment details, your tracking number, and a link to the selected carrier site. To track the order, click on the tracking number located near the bottom of the e-mail.
Absolutely! All AVADirect shipments are signature required, so please be sure there is someone available to sign for the package on the scheduled delivery date.
If you're not at the delivery location when the package arrives, you can reschedule the delivery, or have it held at a local pick up station.

Estimated Ship Date

After payment is processed orders take approximately 10-14 business days before stock is procured, the product is assembled, tested, and then shipped. Estimated ship dates will vary depending on the product purchased.

If your order is a bulk purchase or you elect one of our many customization options (custom painting, case and computer component modifications, custom wiring, liquid and other non-standard cooling solutions, installation of custom software and operating systems such as Linux and overclocking of system components) additional time is required. These orders may take up to an additional 1-2 weeks.

Message Notification

Some of our staff may send you messages about your quotes, orders, repairs, etc. You can reply to the message email directly. You can also access all of your messages and reply to them by logging into your AVADirect.com account.

Once you are logged in click on My Account in the toolbar at the top, and then Message Center on the left. Your messages will be displayed along with the subject, date and time of message, and the order or quote reference number.

Order Changes

Yes, however, please note that order changes will result in a 10% restocking fee for each item that is changed. Feel free to use the Contact Us button at any time to let us know which item you would like to have switched out.

Order Status

AVADirect does not currently have a real-time status indication system. To find out the status of your order just use the Contact Us form and we would be happy to check on it for you.

If for any reason your order needs your attention, we will contact you via email.

Request Cancellation

You can submit a cancellation request via the Contact Us Form. A cancellation fee of 10% of the order total will be applied to help us cover any costs of restocking the items you selected.

Technical Support

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Lifetime Support

Our technicians are here to answer your questions from 8:00 am to 6:00 pm Eastern Time and you're always welcome to use the Contact Us form if we're unavailable.

Our technicians do their absolute best to make sure every message is responded to within a timely matter.
Customers who purchased a custom built product from AVADirect are entitled to free technical hardware-related support for the lifetime of their product.

RMA Request

To return merchandise for replacement or repair, please use the Contact Us button located on the left. Be sure to include your Order Number and let us know what's going on. This allows our technicians time to research the issue prior to setting up your RMA.

RMA Status

Contacting our Technical Support department will provide you with the most up-to-date information, regarding your RMA. You can reach them by using the Contact Us form.

We aim to respond to all messages within 24 hours.

Windows Activation

All serial key stickers are placed on the computer and/or notebook prior to shipping. If you’re unable to find your Windows Key, we recommend checking the following places:

  • Desktop – Side Panel
  • Notebook – Bottom Panel
  • Warranty

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    Coverage

    AVADirect's complete systems are covered by a 1-year or 3-year limited warranty, depending on the product purchased. The limited warranty covers defects in components and workmanship in our custom built systems for the applicable limited warranty set forth in your packing slip or invoice.

    For additional information on warranty coverage, please Click here for more details.

    Types of Warranties

    We currently offer a wide range of warranties for notebooks, barebones, and desktop systems. Select one of the options below for each, or Click here for more details.
  • Silver (3 year limited parts and labor; lifetime technical)
  • Gold (Silver + express/priority service)
  • Barebone (1 year limited parts and labor)
  • Standard 1 Year
  • Extended 2 Year
  • Extended 3 year
  • Warranty Service

    Before the warranty expires, you must contact our Technical Support department. We will first attempt to troubleshoot the system to determine if any type of part replacement or repair is necessary. If the issue cannot be resolved through this method, AVADirect will authorize that the system or component needs to be serviced.
    We offer the following options for warranty service:

  • Repair in AVADirect's Facility
  • Advanced Replacement
  • On-Site Technician Repair
  • Refunds & Exchanges

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    Exchanges

    If you ordered your custom computer from us, we're definitely able to provide compatibility assistance for any upgrades. Use the Contact Us form to send us your order number and request, so that we may find the perfect upgrade options.
    If you're unhappy with your computer and wish to return it for something different you're welcome to Contact Us to begin the Return Authorization process.

    Refund Policy

    You can use the Contact Us form to request a Return Authorization number. Be sure to include your information so that they can determine if the order is eligible.
    As long as it's within 25 days after delivery, you can use the Contact Us form to request a Return Authorization number. Be sure to include your information so that they can determine if the order is eligible. The return may be subject to a 15% restocking fee.
    You can return it for a refund as long as it's within 30 days after delivery. Use the Contact Us form to begin the process. Modified components cannot be returned. The return may be subject to a 20% restocking fee.

    Restocking Fee

    Yes we do. Since all of our computers are custom built for each customer, having one returned requires quite a bit of testing and inspection, as the hardware is considered used by that point. This fee allows us to properly test the hardware, then repurpose it for internal use.
    We have 2 different fees. One for returning custom built computers, and one for returning parts.

  • Custom Built - 20%
  • Non-Custom - 15%