Extended Holiday Returns Policy
The returns period for products purchased between November 23rd and December 24th will be until the later of January 17, or 14 days from the purchase/order date. All other terms and conditions of our returns policy apply.
Support Service provided by ThinkPenguin, Inc is only valid for customers who have purchased our software, hardware, or support services directly from ThinkPenguin, Inc. If you did not purchase from ThinkPenguin, Inc, please contact your hardware provider for assistance.
ThinkPenguin, Inc’s Support Service includes providing technical assistance to diagnose and identify software and hardware not performing to documented specifications, and general assistance regarding use and implementation on a limited basis. ThinkPenguin, Inc’s Support Service only provides assistance to inquiries of setting or configuration related to our software and hardware. ThinkPenguin, Inc Support Service only provides assistance within the scope of the product purchased for which support was included.
Two types of Support Services are available:
1. Email Support (after hours)
2. Telephone Support (during our regular business hours)
Below are Support Service policies that you may need to know before contacting ThinkPenguin, Inc Support Team:
1. Valid service period is starting from the time of sale of hardware, software, or support unless specific support blocks have been purchased
2. ThinkPenguin, Inc’s Support Service would only be provided for customers purchased directly from ThinkPenguin, Inc.
You should provide valid information to our support team, including: inquiry details or issues experiencing, current firmware version, operating system version, kernel version, contact details, ThinkPenguin, Inc model number of hardware or software.
Support not specific to a product or beyond a products scope can be purchased in half hour blocks. The current rate is $39 USD per half hour. 5 and 10 half hour blocks can be purchased at a discount. For 5 half hour blocks the discounted price is $150 USD and for 10 half hour blocks the discounted price is $250. Unused blocks expire after 3 years.
Limited Warranty & Returns
International Customers (outside of the United States)
1. Two-way shipping is to be paid by customer for all warranty services.
2. International support is currently limited to e-mail except for Canada.
3. Availability of region specific keyboards on desktops and laptops may be limited. Contact support for availability of non-US keyboard layouts.
4. Region specific AC adapters are available for intentional customers (AC adapters are intentional, plugs are interchangeable).
5. Some products may not be compatible with certain regions or supplies available. Please contact us to inquire about any products that are currently unavailable to intentional customers.
6. Support is available in English-only. Support for Spanish is limited to product information.
14-DAY LIMITED MONEY BACK GUARANTEE ON THINKPENGUIN INC PRODUCTS
The THINKPENGUIN INC Limited Product Warranty on THINKPENGUIN INC Branded Hardware
THINKPENGUIN INC branded hardware products come with the option for either a 90 day, 1-year, 2-year or 3-year limited product warranty, except that all batteries and ac adapters are warranted for only one (1) year. To determine which warranty you purchased, please review your packing slip or invoice. The following sections detail the terms of the THINKPENGUIN INC Limited Product Warranty and Return Policy for the United States, our 14-Day Money Back Guarantee as well as some special considerations for International Orders.
Scope of the THINKPENGUIN INC Limited Product Warranty
THINKPENGUIN INC warrants to the original purchaser that any THINKPENGUIN INC branded hardware will be free of defects in workmanship and materials for the applicable limited warranty period set forth in your packing slip or invoice, which is measured from the date of delivery. Importantly, this limited product warranty does not cover:
non-THINKPENGUIN INC branded hardware products and accessories e.g., monitors, speakers, printers, portable devices, etc.; software, including the operating system and software as well as any third party software; product that has been damaged by actions that are beyond THINKPENGUIN INC's control, including for example, impacts, fluids, fire, flood, wind, earthquake, lightning or similar disaster, war, strike, lockout, epidemic, destruction of production facilities, riot, insurrection, or material unavailability; product that has been damaged through misuse, abuse or mishandling, including without limitation the unauthorized modification of the system as a whole or any individual component, and/or the attachment of peripheral devices; product for which THINKPENGUIN INC has not received payment; or paint or finish.
During your applicable limited product warranty period, if a covered product is proven to be defective in workmanship or materials, THINKPENGUIN INC will, at its option: (1) replace or repair the defective component; or (2) replace the product with a comparable product. Replacement parts will be new or serviceably used, comparable in function and performance to the original part or product, and warranted for the longer of fourteen days or the remainder of the warranty period. Replacement products may be refurbished, and are warranted for the longer of fourteen days or the remainder of the applicable limited warranty period. Any additional purchases or upgrades will not extend this limited product warranty.
If THINKPENGUIN INC determines that the problem with the product is not covered by the limited product warranty, we will inform you of alternative solutions that may be available to you on a fee-for-service basis.
THIS WARRANTY AGREEMENT GIVES YOU SPECIFIC LEGAL RIGHTS, AND YOU MAY ALSO HAVE OTHER RIGHTS THAT VARY FROM STATE TO STATE (OR JURISDICTION TO JURISDICTION). THINKPENGUIN INC’S RESPONSIBILITY FOR DEFECTS IN THINKPENGUIN INC BRANDED HARDWARE IS LIMITED TO REPAIR OR REPLACEMENT AS SET FORTH IN THE THINKPENGUIN INC LIMITED PRODUCT WARRANTY. ALL EXPRESS AND IMPLIED WARRANTIES FOR THE PRODUCT, INCLUDING BUT NOT LIMITED TO ANY IMPLIED WARRANTIES AND CONDITIONS OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE, ARE LIMITED IN TIME TO THE TERM OF THE LIMITED WARRANTY PERIOD REFLECTED ON YOUR PACKING SLIP OR INVOICE. NO WARRANTIES, WHETHER EXPRESS OR IMPLIED, WILL APPLY AFTER THE LIMITED WARRANTY PERIOD HAS EXPIRED.
MOREOVER, THINKPENGUIN INC'S AND YOUR MAXIMUM LIABILITY TO THE OTHER IS LIMITED TO THE PURCHASE PRICE YOU PAID FOR PRODUCTS OR SERVICES PLUS INTEREST AS ALLOWED UNDER THE APPLICABLE LAW. NEITHER YOU NOR THINKPENGUIN INC WILL BE LIABLE TO THE OTHER FOR PROPERTY DAMAGE, PERSONAL INJURY, LOSS OF USE, INTERRUPTION OF BUSINESS, "DOWN TIME", PURCHASER'S TIME, LOSS OF USE OF RELATED EQUIPMENT, LOST PROFITS, LOST DATA OR OTHER CONSEQUENTIAL, INCIDENTAL, PUNITIVE OR SPECIAL DAMAGES, HOWEVER CAUSED, WHETHER FOR BREACH OF WARRANTY, CONTRACT, TORT (INCLUDING NEGLIGENCE), ABSOLUTE OR STRICT LIABILITY OR OTHERWISE, OTHER THAN THOSE DAMAGES THAT ARE INCAPABLE OF LIMITATION, EXCLUSION OR RESTRICTION UNDER THE APPLICABLE LAW.
SOME JURISDICTIONS DO NOT ALLOW LIMITATIONS ON HOW LONG AN IMPLIED WARRANTY LASTS OR THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THE ABOVE LIMITATIONS OR EXCLUSIONS MAY NOT APPLY TO YOU.
How do I go about receiving service under the THINKPENGUIN INC Limited Product Warranty?
Individual consumers may reach a technical support agent at http://www.thinkpenguin.com/support or 1.888.39.THINK.
Moreover, all customers may access THINKPENGUIN INC’s extensive knowledge base at the following URL: http://thinkpenguin.com/support. This knowledge base contains detailed articles on various issues that may be affecting your computer. Our knowledge base is updated on a daily or weekly basis.
How will THINKPENGUIN INC fix a defective, warranted product?
We will first attempt to diagnose and resolve the problem over the telephone. If we determine that the problem is with a defective component covered by your warranty, then we will, at our option, either: (a) have you send your product to our repair facilities for repair or replacement; (b) send you a component part to replace the defective component.
If our technical support agents determine that your product must be returned to our facilities for repair or replacement, we will issue you a Return Material Authorization Number. You will then ship the defective product, at your expense, to our facilities. You must, however, return the product to us in its original or equivalent packaging. We will, at our expense, return the repaired or replaced product to you. We will pay shipping expenses one way.
THINKPENGUIN INC also offers, along with its Limited Product Warranty, the possibility of onsite replacement of defective components. Please check your invoice to see if your warranty includes onsite replacement. If we, THINKPENGUIN INC agree that a system component(s) should be replaced by an onsite technician, we will then send the replacement part(s) to you and request that you send us back the defective component(s). We will require a valid credit card number at the time you request a replacement part under this option, but will not charge you for the replacement part as long as you return the original part to us within five (5) days after you receive the replacement part. If we do not receive the original part within five (5) days from the date you received the replacement part, we will charge to your credit card the then-current standard price for that part.
IMPORTANT NOTE: Before you ship product to us or before you replace a part, make sure to back up the data on the hard drive(s) and any other storage device(s) in the product(s). Remove any confidential, proprietary, or personal information and removable media such as floppy disks, CDs, or PC Cards. We are not responsible for any of your confidential, proprietary, or personal information; lost or corrupted data; or damaged or lost removable media.
14-Day Limited Money Back Guarantee
We take pride in the quality of the products that we sell and, as a direct result, offer a 14-day money back guarantee on all THINKPENGUIN INC hardware, accessories, peripherals and unopened software still in its/their original sealed packaging. If you are unsatisfied with your product for any reason you may return it within 14 days for a 100% refund. Shipping and handling fees are not refundable. A $40 replacement fee will be assessed if scratches or damage are present on laptop or desktop panel(s). A $100 replacement fee will be assessed if scratches or damage are present on the top "A" panel laptop. To return merchandise, you must obtain a Return Materials Authorization number. Please call the THINKPENGUIN INC customer service department and provide them with the invoice number, item description, and serial number(s) of the merchandise you wish to return. You must ship the merchandise within five (5) days of receiving your RMA number. Moreover, you must also return the merchandise to THINKPENGUIN INC in its/their original packaging, in as-new condition along with any media, documentation, and all other items that were included in the original shipment, prepay shipping charges, and insure the shipment or accept the risk of loss or damage during shipment.
Duties and applicable taxes are not calculated or charged by THINKPENGUIN INC. International customers are solely responsible for any shipping costs, as well as duties and/or taxes that may be incurred from the international transit of any part or system for repair.
Dead Pixel Policy
All notebook displays use TFT technology, manufactured according to high industry standards, to guarantee trouble-free personal computing. Nevertheless, your display may have cosmetic imperfections that appear as small bright or dark spots. This is common to all LCD displays and cannot be avoided by any of our models. These imperfections are caused by one or more defective pixels or sub-pixels. THINKPENGUIN INC follows the common bad pixel policy from the industry.
Following the industry standard, THINKPENGUIN INC warrants a defective LCD display as having 6 or more bad pixels and will accept delivery of such a system within 14 days from the invoice date for a replacement.
Some desktops and notebooks may include or have available at additional charge Comprehensive Coverage. Comprehensive Coverage adds to the THINKPENGUIN INC Limited Product Warranty on THINKPENGUIN INC Branded Hardware additional warranty coverage. In addition to defective hardware this coverage includes one time accidental damage coverage. To take advantage of this one time additional coverage a recognizable THINKPENGUIN INC branded product must be returned to THINKPENGUIN INC. Accidental damage coverage is limited to bumps, drops, electrical surges, and spills.
Comprehensive coverage includes backup/transfer of important user data (excluding software) and in-home repair of defective hardware where available. Where an issue can not be resolved remotely, a technician and/or part will be dispatched, usually within 3-7 business days following completion of remote diagnosis.
If in-home repair is not available shipping costs to and from a customers premises will be the responsibility of THINKPENGUIN INC. Reimbursement of shipping and handling costs not to exceed $75. Customer is responsible for packaging and shipping to THINKPENGUIN INC.All returns and warranty repairs must get approval from THINKPENGUIN INC. An RMA number will be issued. Any package received without an RMA number will be rejected and no reimbursement of shipping and handling will be made to customer.
All returns and warranty repairs must get approval from THINKPENGUIN INC. An RMA number will be issued upon approval. Any package received without an RMA number clearly displayed will be rejected and no reimbursement of shipping and handling will be made.
THINKPENGUIN INC, THINKPENGUIN INC employees, THINKPENGUIN INC owners/stock holders, THINKPENGUIN INC representatives, THINKPENGUIN INC contractors are not responsible for the accidental loss of data during repair and/or backup or transfer of user data.
Orders placed using BitCoins will be refunded at the current USD to BTC rate as determined by THINKPENGUIN INC.