US HP Store Customer Guide

Start here: what do you need help with?

• Check order status: Use your HP Store account or look up the order with your order number, email address, and the last 4 digits of your billing phone number.
• Cancel or correct an order: Act quickly. HP has a limited window after order submission, and changes may not be available once the order begins processing.
• Track a shipment: Use the tracking link in your shipping email or order details page. Tracking may take time to show movement after the label is created.
• Report a delivery issue: Report missing, damaged, misdelivered, or wrong items as soon as possible and within the stated claim window.
• Start a return or exchange: Use the online returns and exchanges process for eligible HP.com Store purchases.
• Get product setup or repair help: Contact HP Technical Support for troubleshooting, drivers, warranty service, or product setup questions.

Manage your order

Where can I find my order status?

• For order status, please visit HP.com Store order status and sign in to your account or use your order number, email address and last 4 digits of your billing phone number to view detailed order status. Guest orders will not appear in your HP Store account order history and should be looked up individually.

What information do I need to look up my order?

• If you checked out as a guest, use your order number, the email address used on the order, and the last 4 digits of your billing phone number. Guest orders will not appear in your HP Store account order history and should be looked up individually.
• If you signed in before placing the order, you can also check your order from your HP Store account under your order history: My orders.
• If you cannot find your order or shipment notification email, check the email address used at checkout and your spam or junk folder. Tip: Occasionally customers will have used a prior email account or misspelled their email during guest checkout.
• If you still cannot locate the order, contact HP Store Order Support with the information you do have, such as the email address, phone number, date of purchase, and payment method used.

What do common order status messages mean?

• Order received or submitted: We received your order and are beginning order review.
• Processing: Your order is being reviewed, prepared, sourced, built, packed, or sent to fulfillment. Once an order reaches processing, changes and cancellations may be limited or unavailable.
• Order Assembly - Built at order / custom PC: Your PC is being built based on the configuration selected at checkout. Tracking is normally available on or around the estimated ship date, after the system is built and shipped.
• Backorder or preorder: The product is not yet available to ship. The expected shipment and delivery dates are shown on the product page, cart, order confirmation, or order status.
• Shipped: Your order has left HP or our fulfillment location. You will receive a shipment notification email with tracking details.
• Delivered: The carrier has marked the package as delivered. If you cannot locate it, check with household members, neighbors, front desk, mailroom, leasing office, or other delivery locations nearby (such as porch, mailbox, shrubs) before contacting HP Store Order Support.

Why hasn’t my laptop, desktop, or workstation shipped yet?

• Many of the PCs and workstations we sell at HP.com are built to order. That means, even if you change nothing in the configuration for your order, we send your order directly to our factory for building at that time. There is a lead-time due to several factors including component supply, order volume and general processing time.
• If you need a PC right away, please consider buying one of our Ready-to-Ship computers. These can be added to your cart directly and do not have a configuration step where you can select the components. Their estimated delivery date will reflect dates within the week and as quickly as 1 to 2 business days depending on our daily order cutoff time for express shipping.
• Please note that if any of our Ready-to-Ship products reflects a lead-time, this is due to being either on backorder or preorder.

What do custom PC or workstation build statuses mean?

• In your online order status, you will be able to view the steps in the process that are occurring.
• Those steps are:
  • Order confirmation, Assembling order, Shipment and Delivery
  • Within Assembling order, we display 4 progress updates and a check mark is shown when the step has been completed
    • In queue: waiting for the orders ahead to be completed
    • Gather components: preparing for the build
    • Build custom unit(s): physical assembly and software loading
    • Quality test & pack: final steps and then shipment email is sent
  • Please know that some steps take longer than others. Also, if a component becomes unavailable, we may experience a delay. Should your order be unable to ship on the expected shipping date, we will notify you by email the business day after and provide an updated shipping schedule.

Where is my ink?

• Ink or toner purchased from the HP Store: If you bought ink, toner, or supplies directly from the US HP Store, check your HP Store order status or shipment confirmation email for tracking. Ink and toner may ship separately from printers, PCs, or other items in the same order.
• HP Instant Ink subscription shipments: If your ink is part of an HP Instant Ink plan, shipment timing and tracking are managed through your Instant Ink account, not regular HP Store order status. Sign in to your Instant Ink account to check shipment status, enrolled printer details, billing, and plan information.
• All-in Plan supplies: If your ink is connected to an HP All-In Plan printer and ink subscription, check your All-In Plan account or plan communications for supply status and next steps. All-In Plan supply fulfillment may follow the terms of that plan rather than standard HP Store shipment timing.
• Instant Ink e-cards: Instant Ink e-cards are delivered by email and can be used toward eligible HP Instant Ink service. In some promotions, an Instant Ink e-card may be included at no additional cost with the purchase of an eligible printer; review the offer details at checkout or in your order confirmation.

What if I see a pending charge but did not receive an order confirmation?

• A pending charge may be a temporary authorization from your financial institution and does not always mean the order was successfully submitted.
• If you do not receive an order confirmation email, check your cart, spam or junk folder, and the email address used at checkout.
• If the order was not completed, your financial institution should release the authorization hold based on its normal timing.
• If you are unsure whether the order was placed, contact HP Store Order Support with the charge amount, date, payment method, and email address used at checkout.

What if I did not receive an order received email?

• Email or Address issues:
  • First, please check your junk or spam folder as it may have landed there.
  • Next, please check which email address you used. Many people have more than one email address.
  • Then, consider if you checked out as a Guest and could have entered your email address incorrectly.
  • You can always find order status online and either sign in to your store account or use the order number, email and last 4 digits of your billing phone number.
• Your order was not placed:
  • If your order was not successfully submitted, it would still be in your cart.
  • Please check your cart.
• Payment or decline:
  • If your payment failed or your order is under review, you may not have an order receipt email from us. Rather you may have been shown a message to contact us for help or received a notification email that your order is being reviewed or was declined.
  • Please review the message for steps to follow.

What if my order is declined or under review?

• Some orders require payment validation, security review, or additional verification before they can be approved.
• If your order is declined or cannot be completed, HP will provide the available next step through the checkout message, order email, or order support process.
• For your protection, HP may be unable to share specific security review details. You may need to place a new order using accurate billing, shipping, and payment information.

Why am I unable to see my order in my HP Store account?

• Guest orders will not be listed within your HP Store account order history. Please look up the order using your order number, the email address used on the order, and the last 4 digits of your billing phone number.

Cancel or correct an order

• Find your concern and what action you can take and when

Concern	Timing since order submission	Action to take	Outcome
Change order contents or billing details	Within one hour	Cancel online, by phone, or by chat during business hours, then place a new order with the correct details.	Cancellation may be available if the order has not entered processing.
Cancel ready-to-ship items	After one hour	Contact HP Store Order Support to review available options.	Cancellation is generally not available once ready-to-ship items begin processing.
Cancel a configurable or custom PC	After one hour	Request cancellation online through “Cancel products,” or contact HP Store Order Support	Cancellation may be possible depending on time since submission and build status.
Fix street number or add a missing apartment or suite	Within one hour	Contact HP Store Order Support by phone or chat during business hours.	Small corrections may be reviewed if the order is still eligible.
Major shipping address change	Within one hour	Cancel online, by phone, or by chat if eligible, then place a new order with the correct address.	Cancellation may be available if the order has not entered processing.
Major shipping address change	After one hour	Contact HP Store Order Support to review available options.	Cancellation or address correction is unlikely once processing has started.

What if I still need help after one hour?

• Contact HP Store Order Support for urgent or exception scenarios. Reach us through phone or chat during business hours for help or initiate a case online any time. Order fulfillment concerns that cannot be addressed may need delivery, return/exchange or a claim if lost.

Can I change my order after it is placed?

• We have a limited amount of time (one hour after your order is submitted) to cancel and resubmit the order. However, if your order has reached processing status, the order may not be cancellable.
• For your protection and for order security, we do not allow major address changes after an order has been placed. Small edits such as adding an apartment number or correcting a street spelling may be possible in the first hour; please contact us through phone or chat for assistance.

What if I need to correct my order after it has been placed?

• Please review your order confirmation page or email as soon as your order is placed, including the product, quantity, email address, billing information, and shipping address. If something is incorrect, act quickly because order changes are very limited once an order begins processing.
• For security reasons, HP does not allow customers to directly edit the shipping address or order details after an order has been placed. If the correction is urgent, contact HP Store Order Support right away so we can review available options.
• If the order is still eligible for cancellation, the fastest resolution may be to cancel the order and place a new order with the correct information.

Can I cancel my order within one hour?

• Yes, if you need to cancel within one hour and your order has not moved to processing, access your order online and select “Cancel Products” at the top right of the order detail page or use chat or call HP Store Order Support during our business hours.
• If the cancellation is successful, you will receive email confirmation and any applicable refund will be issued back to the original payment method according to normal processing timelines.

Why can’t HP make major address changes after checkout?

• HP limits address changes after an order is placed to help protect customers, reduce fraud risk, and meet carrier and fulfillment requirements.
• Small corrections, such as adding an apartment or suite number, may be reviewed if you contact HP Store Order Support quickly.
• If a major address correction is needed and the order is still eligible, cancellation and reorder may be the best available option.

What if I request a cancellation after my order has been processed?

• Submitting a cancellation request does not guarantee cancellation. If the order has already moved into processing, production, packing, or shipping, it may no longer be cancellable.

What if I am outside the one-hour cancellation window?

• Once the one-hour window has passed, the order may already be in processing and may not be cancellable or editable.
• For ready-to-ship items, orders usually move quickly to warehouse processing or shipment. You can contact us during Order Support hours to request an attempt to cancel. If it can no longer be stopped, you may need to wait for delivery and then start a return or exchange if the product is eligible.
• For custom-built PCs, the factory may receive the order as soon as it is approved. Once processing begins, the order cannot always be cancelled. It is highly dependent on when the order was submitted and how soon it is before the estimated shipping date (build completion). You can request a cancellation of a customized PC online – access your order or log in and select “Get Order Help” at the top right of your order details page.
• If your concern involves an incorrect address, missing apartment or suite number, or delivery risk, contact HP Store Order Support immediately so we can review whether any fulfillment correction or carrier assistance option is available.

What if my order has already shipped?

• Once an order has shipped, HP Store may not be able to change the address, cancel the shipment, or redirect the package.
• Use the tracking link in your shipment confirmation email to monitor delivery progress. Shipment updates may take up to 24 hours to reflect or show movement after the tracking number is created.
• If tracking shows a failed delivery attempt, carrier hold, incorrect address concern, or delivery exception, contact HP Store Order Support promptly. We may need to review the shipment status, determine whether carrier assistance is available, and document the issue for follow-up.
• If the package is returned to HP, we will review the order status and available options, which may include refund, replacement, exchange, or a new order depending on product eligibility and the situation. In certain circumstances, we may be able to reship a customized PC.

Shipping and delivery

Where does HP Store ship products?

• HP Store ships to residential and business addresses within the 50 United States and the District of Columbia.
• U.S. Military members stationed at an APO, DPO or FPO may sign up for the ShipIt APO service and then checkout with that shipping information.
• We are unable to deliver to P.O. boxes or rental mailbox locations.
• Store pick-up is not available for HP.com Store purchases.
• We do not ship to freight forwarders.

What happens as my order ships?

• As your order ships, you'll receive a shipment confirmation email which will include the tracking number(s) for the items in your order that have shipped. To see the status of your shipment, you can either click on the tracking number link in your email or online status, or you can go to FedEx tracking or our other carriers as applicable and enter your tracking number.
• Some of our shipments are delivered by UPS - follow the link found in your shipping confirmation email to be taken to UPS shipping and delivery details. Certain items may ship DHL or US Postal Service.
• Large or heavyweight shipments may use Expeditors or FedEx Freight.
• Shipments to Alaska may ship through UPS or Lynden

What if my delivery date changes?

• During shipment, should your delivery date change, we will send you an email to update you. There could be several updates during the day; however we are only sending one update per day.
• Please use the carrier tracking website to find the latest details on your shipment.

What if I did not receive a shipment notification email?

• Email or address issues:
  • First, please check your junk or spam folder as it may have landed there.
  • Next, please check which email address you used. Many people have more than one email.
  • Then, consider if you checked out as a Guest and could have entered your email address incorrectly.
  • You can always find order status online and either sign in to your store account or use the order number, email and last 4 digits of your billing phone number.
• Your order was not placed:
  • If your order was not successfully submitted, it would still be in your cart.
  • Please check your cart.

Why is the tracking link missing?

• Here’s why the tracking link might be missing and how you can view your order details.
  • Your order has not shipped yet; please review the next section regarding possible order delays.
  • Tracking links may take 24–48 hours after shipment to be available and to be findable on the carrier tracking website.
  • For custom‑built products manufactured overseas, delivery should be expected based on the estimated delivery date range provided during checkout and order confirmation. Once customs clearance is completed, tracking details and the estimated delivery date will be shown by the carrier.
• Your online order details page will have the most current order information. This is the same data used by our Order Support team. If something is wrong or missing, please contact us.

Why is my order delayed?

• Payment or order review: If we are unable to process your payment or need to carry out a review, this may delay your order.
• Product availability: Delays may occur due to stock availability changes.
• Custom PC component availability: HP may experience component shortages on popular products or when our suppliers encounter delays. For custom PCs, we may experience temporary shortages on components such as processors, graphics cards, SSDs, and memory.
• Lead-time products: Customized PCs shipped from overseas locations may have extended lead-times which are already incorporated into our Estimated Ship Date and Estimated Delivery Date range. Occasionally, a part or component shortage may result in shipment later than the date we provided to you during checkout. Should this occur, we will notify you through email one business day after your Estimated Ship Date providing the revised estimated ship date and delivery date. The details will be posted online in your order status as well.
• Shipping method timing: Please note that shipping timeframe begins once your order is prepared and tendered to our carrier for shipment. Therefore, your order may not be delayed. The Estimated Delivery Date communicated to you at the time of purchase provides an estimate of when the product will be delivered to you.
• Weather, customs or carrier delays: These delays may impact HP Store’s suppliers or your order after it ships from our warehouse or factory.
• Notification of Delay: If orders or shipments are delayed, we will do our best to update you accordingly via email.

Can I expedite my order?

• Orders are processed and shipped in the order they are received, based on product availability. We’re unable to expedite an order after it has been placed, but you’ll see an estimated delivery date during checkout and in your order confirmation or online order details.

What is the difference between an estimated ship date and an estimated delivery date?

• The estimated ship date is when HP expects the order to leave the warehouse, fulfillment center, or factory.
• The estimated delivery date is when the carrier is expected to deliver the package to you after shipment.
• Shipping speed begins after the order ships, not when the order is placed. For example, expedited shipping does not remove product build time, order review time, backorder time, or fulfillment processing time.

Do weekends or holidays affect order processing?

• Orders placed on weekends, holidays, or after daily processing cutoff times may begin processing on the next business day.
• Business days generally mean Monday through Friday, excluding holidays. Carrier delivery schedules may also vary by location, weather, and carrier operating calendar.
• Tracking details may take up to 24 hours to become available or show movement after the tracking number is created. Please continue checking the carrier tracking link in your shipment confirmation email.
• Large items, freight shipments, multiple-package orders, or shipments from different fulfillment locations may show updates at different times.
• If tracking does not update after the expected time or appears incorrect, contact HP Store Order Support so we can review the shipment status.

What does a clearance delay mean?

• PCs that are shipped directly from our overseas factories go through a U.S. Customs clearance check. Please allow 1 business day for U.S. Customs clearance. Usually, delays will be resolved and update on your tracking without any action needed.
• Infrequently, we may experience a delay in that step which may or may not impact the delivery date of your order. If you do not see progress after 2 business days, please contact us for assistance.

Is a signature required for my delivery?

• Signature requirement depends on your order. Please check your order tracking for a signature requirement designation.

Can I pre-sign for a shipment?

• Pre-sign options may be available through the carrier when eligible. Please review all carrier terms and conditions before pre-signing for a delivery.

How can I manage my shipment or delivery?

• Certain delivery options may be available through FedEx Delivery Manager such as Vacation Hold. It’s free to sign up. Certain options may not apply to specific deliveries. For example, HP Store restricts certain delivery options and does not allow recipients to change the destination once the shipment is in transit. FedEx Delivery Manager will allow recipients to select only eligible delivery options.
• UPS has similar options under UPS My Choice.

Why am I seeing “delivery updated” but no scheduled delivery date yet?

• When a shipment is in progress, a common status is “delivery updated”. This means that the shipment is progressing yet may not have a scheduled delivery date yet.
• Please check your order for the estimated delivery date range for your items. If the shipment is beyond that point, please contact the HP Store Order Support team for assistance.

Can I request a hold for pickup?

• Certain delivery options may be available through FedEx Delivery Manager such as Vacation Hold. It’s free to sign up. Certain options may not apply to specific deliveries. For example, HP Store restricts certain delivery options and does not allow recipients to change the destination once the shipment is in transit. FedEx Delivery Manager will allow recipients to select only eligible delivery options.
• UPS has similar options under UPS My Choice.
• For shipment changes that require HP authorization, contact HP Store Order Support first. The carrier may direct you back to HP.

What if my tracking information looks wrong?

• Occasionally, carrier tracking may show an incorrect status, location, or pickup message. If the tracking details do not appear to match your shipping address or the shipment path looks unusual, continue checking for updates. Contact HP Store Order Support if you have concerns.
• Please do not assume a tracking error means your order has been delivered to the wrong address. HP Store Order Support can review the order and shipment details and advise on next steps.

What if only part of my order arrives?

• Your order may ship in multiple packages or from different locations. Check your online order status and shipment emails for all tracking numbers before reporting a missing item.
• If all packages show delivered and an item is still missing, compare the items received with your order confirmation or invoice, then contact HP Store Order Support for help.

How long do I have to report a delivery issue?

• All delivery related problems or claims need to be made within 10 days of delivery or of the last shipment scan.

How do I report a delivery issue online?

• Access your order online, open the order details page, and select “Get Order Help” to report a delivery issue such as missing, damaged, misdelivered, or wrong items. Include your order number, tracking number, issue type, preferred resolution, and any helpful notes. File attachments are not currently supported in the case form, so HP may request photos by email if needed.

What happens if the carrier returns my package to HP?

• A package may be returned to HP because of a failed delivery attempt, incomplete address, refused delivery, carrier restriction, or other delivery exception.
• If tracking shows the package is being returned, contact HP Store Order Support so we can review the order and available resolution.
• HP will review the order and explain the available resolution options based on product type, shipment status, and eligibility.

What happens after I report a lost package or delivery issue?

• HP Store Order Support may review order details, shipment scans, carrier information, delivery location details, and the information you provide.
• We may contact the carrier, request photos, ask for additional documentation, or require a police report for suspected theft or misdelivery claims.
• HP will follow up by email or through the support case with the next step or resolution when the review is complete.

When should I report that my order has not arrived?

• Please wait until the estimated delivery date has passed before reporting a delayed shipment unless tracking shows a clear delivery exception, incorrect address concern, failed delivery attempt, or other urgent issue. Orders can sometimes arrive near the end of the delivery window. Weather, natural disasters, and carrier disruptions may affect delivery timing.
• If tracking has not updated for more than 48 hours or appears incorrect, please report it so HP can review the shipment.

What happens after I submit an order support case?

• After your case is submitted, you should receive a confirmation email with your case details. HP Store Order Support will review your request and follow up by email as the case is updated. If a case is closed and your issue continues, you may need to open a new case or contact HP Store Order Support again.
• Delivery issue claims, including loss, damage, misdelivery, or missing contents, should be reported to HP Store Order Support as soon as possible and within 10 days of delivery or the last package tracking scan. After that time, our ability to locate shipments or resolve claims may be limited.
• For damaged shipments, please keep the packaging and take photos of the outside of the box, inside packaging, shipping label, and damaged product if available.

What issues should be escalated to HP Store Order Support?

• Contact HP Store Order Support for urgent order correction questions, cancellation requests close to the one-hour window, missing apartment or suite information, failed delivery attempts, carrier delivery exceptions, suspected misdelivery, missing items, wrong items, damaged shipments, or orders that appear delayed without a clear update.
• When submitting a case online or contacting us, please have your order number, email address used on the order, phone number, tracking number if available, and a clear description of the issue.
• If a follow-up is required, ask the representative to confirm the case has been documented and explain the expected next step or response timeframe.
• For delivery issue claims such as loss, damage, or misdelivery, contact HP Store Order Support as soon as possible and within the required claim timeframe noted in the Returns and Refunds section.

Receipts, invoices, and order communications

Can I get text or SMS updates about my order shipment and delivery?

• Yes, during checkout once your order is submitted, you can input your phone number to opt in to receive text updates about shipment and delivery of your order.
• We will only use your phone number for text message updates regarding the status of your delivery. You can opt out at any time. Message and data rates may apply. Message frequency varies.
• For customers with an HP Store account, you can opt-in at any time within your account through My orders.
• Additional details available at Text SMS messages.

Where is my packing slip?

• To conserve paper, most shipments do not include a packing list. You can check your online order status to verify your order and shipping details. Please note that orders may ship in more than one package.
• Customized computers will come with a component detail list taped to the shipping box. You can use this list to verify your configuration.

Where is my order receipt or invoice?

• Your order receipt email and online order details are your invoice. You can download and save your order invoice as a PDF.

Why does my invoice or order total look different from what I expected?

• Your order summary, invoice, or email may show item prices, discounts, tax, shipping, credits, or refunds differently depending on the transaction type and timing. If you need help understanding your order, contact HP Store Order Support with your order number and the specific charge, credit, or refund you are asking about.
• Your order number is your invoice number.
• You can find your order online by signing in to your HP Store account or by using your order number, email and last 4 digits of your phone number.
• You can view, save as PDF file or print your invoice from the order details page by clicking “PRINT” at the top right side of the page and then either saving the file or printing it.

Returns, refunds, exchanges, and replacements

What can I return?

• Most items purchased at HP.com either by phone or online and within the return window can be returned.
• However, there are some exceptions: HP Store gift cards, opened software, and digital software downloads are not returnable. Bundles must be returned in their entirety. We do not accept partial returns. Also, account managed orders must be handled through your Account Manager. See our returns page for additional information and complete details.

What should I do if the product isn’t working properly?

• If the item needs troubleshooting and has no physical damage, start with HP Technical Support.
• If there is physical damage, refer to section 6, Missing, wrong or damaged orders.

Can I return only part of a bundle or promotional offer?

• Bundle and promotional returns may affect the discount or offer applied to the original order. Bundles must be returned in their entirety, and HP Store does not accept partial returns. If only part of an order is returned or eligible for adjustment, the refund may be reduced based on the terms of the offer.

When does my return window start?

• For most eligible HP.com Store purchases, the return window is based on the delivery date. Some products may have different requirements or may be non-returnable.
• Review your order details, product page, return confirmation, and HP Store returns policy for the return terms that apply to your product.

What if my original payment card is closed, expired, or replaced?

• Refunds are generally issued to the original payment method used for the order.
• If the card is closed, expired, or replaced, your financial institution may still be able to route the credit to the correct account or provide guidance.
• If you have concerns about a refund to a closed or changed account, contact your financial institution first.

What if my return label expired or I cannot find it?

• If your return label has expired, cannot be located, or does not scan at the carrier location, contact HP Store Order Support before shipping the product. Do not ship a return without an active return authorization and label unless HP gives you different instructions.

How can I return my order?

• You can start a return request online. Full details about returns, exchanges and replacements are located there.

Can I exchange or get a replacement?

• Yes, during our return period, you can request an exchange or replacement online (full details about returns, exchanges and replacements are located there) or contact us for assistance.

When will I get my refund?

• Timeline: Please allow up to 5 business days for our team to validate your return. From there, the refund will be processed and you will receive email confirmation. The refund may then take up to 5 business days to appear on your account, depending on your bank’s processing time.
• Payment Method: Refunds can only be issued back to your original form of payment.
• Paid Shipping Charges: In instances of a return for convenience (eg, no longer need, changed your mind), original shipping charges are non-refundable.
• Financed Purchases: Refunds do not include loan interest. You will remain responsible for financing agreement terms.
• Bundle Returns: When you return items from a bundle of items purchased, the remaining amount spent may no longer be eligible for the discount you may have received (examples include gift with purchase, additional discounts or quantity purchases). If this is the case, the discount is subtracted from the price you paid for the returned item. To receive a complete refund, all items from the original purchase must be returned.
• HP Rewards Points:
  • If HP Rewards points were used as a payment type for a purchase being returned, then your HP Rewards account will be credited the points you used for your returned purchase.
  • If HP Rewards points were earned for a purchase being returned, then HP will deduct the points you received for the product you are returning from your HP Rewards point balance.
• Returned amount: Please keep in mind that your refund or credit may be less than the invoice or individual price paid due to bundled or promotional pricing, unadvertised discounts, prior returns, or concessions.

Will I get all of what I paid back?

• In most eligible return situations, your refund will be issued to the original payment method after HP receives and validates the return. The amount refunded may be affected by product eligibility, return condition, original shipping charges, promotional discounts, bundle pricing, financing terms, HP Rewards activity, prior credits, or other order adjustments. Please review your return confirmation email for details.

Do eligible returns include a restocking fee?

• Most customers returning eligible products should not be charged a restocking fee. HP may apply a restocking fee only in limited situations, such as purchases made for unauthorized resale or orders that do not meet HP Store terms and conditions.

What should I do before returning a computer, printer, or storage device?

• Before shipping your return, back up your files, remove personal, confidential, or proprietary information, sign out of accounts, and remove removable media such as USB drives or memory cards. HP is not responsible for lost data or items left inside returned products.

How do I check the status of my return, refund, exchange, or replacement?

• Use your HP Store account or online order status to review available return, refund, exchange, or replacement updates. Some updates may also be sent by email. If carrier tracking shows your return was delivered but your refund has not yet processed, allow time for warehouse validation before contacting HP Store Order Support.

I had to return and replace my order, why has it not shipped yet?

• Exchanges ship after the order being returned is received and verified by our warehouse.
• Exchanges for a customized computer will begin processing once your return is verified. Delays in returning the product to us may cause your estimated ship date and estimated delivery date to change.

Helpful links to prevent unnecessary returns

• HP Support & Troubleshooting
• Software & Drivers
• HP Community & Forums

Missing, wrong, or damaged orders

What do I do if my order arrives and something is missing or wrong?

• Missing or Wrong Items - Your order may have been shipped in multiple packages and still be in transit.
• To see the status of your entire order and verify if there are additional packages still in transit, please check your online order status by logging in to your HP Store account or by entering your order number, email and last 4 digits of your phone number.
• If your entire order has arrived and something is missing or wrong, first please verify the items that you have received against the information on your invoice or your Order or Shipping email.
  • You can view and download a copy of your invoiceonline.
• Please check with other household members, your leasing office or front desk, or neighbors. Your order may have been delivered to someone else nearby.
• If you still can't locate a missing item or have a different item than listed on your order, contact HP.com Store Order Support through phone, chat or email.

What do I do if my order arrives and something is physically damaged?

• If you have received your order in a damaged box and/or the product has physical damage, please create a case online or contact us for assistance.
  • Please provide photos of the damaged box and product when contacting us.
• If an item in your order does not have physical damage but is not functioning properly or will not power on, please contact Technical Support.

What if the box is damaged but the product appears to work?

• Keep the packaging, shipping label, and packing materials until you are confident the product is working as expected.
• Take photos of the outside of the box, internal packaging, shipping label, and any visible damage.
• If you notice product damage or a functional issue within the return or exchange window, contact HP Store Order Support promptly and provide the photos if requested.

What do I do if my order arrives and something is not functioning properly or will not power on?

• If an item in your order does not have physical damage but is not functioning properly or will not power on, please create a case online or contact HP Store Order Support within our return/exchange window or sooner.

What if my order is missing or possibly stolen?

• If your order has been misdelivered by our carrier or possibly stolen, first please check with other household members, your leasing office or front desk, or neighbors. Your order may have been delivered to someone else nearby.
• If not found, please contact HP Store Order Support.
• A police report may be required to help process your claim.

How do I submit or report a claim?

• Submit a case online (access your order and select “Get order help”) or contact Order Support within 10 days of the carrier delivery date (or of the last tracking scan).

Products, including digital products, software, Care Packs, and subscriptions

Where can I get technical support for my HP product?

• For help with setup, troubleshooting, warranty service, drivers, software, or a product that is not working properly, please visit HP Technical Support.
• If your question is about the status of an HP.com Store order, shipment, delivery, return, refund, exchange, or replacement, contact HP Store Order Support.

What products are sold at the HP.com Store?

• Product availability, promotions, bundles, and configurations may change and may vary by product, customer type, or purchase channel.
• HP Store offers a broad selection of HP consumer and commercial products, services and compatible accessories.
  • Ready-to-ship: We carry ready-to-ship products (laptops, desktops, workstations, printers, ink, toner, paper, accessories) that typically ship out from our warehouses on the same day of order placement if accepted before our published order cutoff time. Ready-to-Ship laptops, desktops and workstations can be added to your cart directly and do not have a configuration step. Simply click “Add to cart”.
  • Built at order: Customize! Most of our laptops, desktops and workstations are available with customization options for you to select the best configuration that meets your needs. As a result, these systems have a lead-time prior to shipment from our factories. Select “Customize & buy”, make the component changes you want and click “Add to cart”. Even if you change nothing and stick with our standard configuration, these systems enter the build process once you place your order. There is a lead-time due to several factors including component supply, order volume and general processing time. Please check the “Ships on” date shown under the product image while configuring. Once in your cart, your computer will display the “Estimated ship date” directly under the product name and links to view/edit customization and return policy. When selecting a shipping speed, please note shipping starts once your computer is built and shipped. Please allow 1 additional business day for clearing U.S. Customs.
  • Lead-time: Other products we carry, while not built at order or customizable, do have a lead-time in order to be sourced to our warehouse and then shipped out to you. These are either products that are currently on backorder, newly released products on preorder, or low volume/limited supply products that require an order to source them.
  • HP Care Packs: Investment protection! Extend your coverage to 3 or even 4 years with enhanced coverage from an HP Care Pack. Our Care Packs are all electronically fulfilled, confirmed and registered through email. Nothing will be sent to you physically. More information on our Care Packs can be found here.
  • Software: We offer several options for the software we carry including boxed with disc, boxed with no disc (download required), and electronic (download required). The boxed software requires shipment from our warehouse while the electronic software is sent after your order is confirmed through email. More information on our Digital Software can be found here.
  • HP Store gift cards: HP.com Store gift cards are fulfilled through email (e-gift card) which is sent to your chosen recipient.
  • Instant Ink e-cards are delivered by email and can be used toward eligible HP Instant Ink service. In some promotions, an Instant Ink e-card may be included at no additional cost with the purchase of an eligible printer; please review the offer details at checkout or in your order confirmation.

Do you sell refurbished products?

• We sell new products in our store, along with a selection of HP Certified Refurbished items. Any refurbished products are clearly labeled as "Certified Refurbished" in the product name and description. HP Certified Refurbished products undergo thorough testing to ensure they meet the same functional standards as new HP products.

Are PCs user-upgradable?

• As consumer laptop technology advances to thinner and lighter form factors, along with the use of advanced materials, many consumer laptops are not user-upgradable after purchase. Please contact our support teams if upgradeability is required, and we will assist you in finding a product that meets your needs.

Why does my laptop/desktop/workstation have a lead-time/Estimated Ship Date?

• Many of the PCs and workstations we sell at HP.com are built to order. That means, even if you change nothing in the configuration for your order, we send your order directly to our factory for building at that time. There is a lead-time due to several factors including component supply, order volume and general processing time.
• If you need a PC right away, please consider buying one of our Ready-to-Ship computers. These can be added to your cart directly and do not have a configuration step where you can select the components. Simply click “Add to cart”.
• Please note that if any of our Ready-to-Ship products reflects a lead-time, this is due to being either on backorder or preorder.

What is a preorder?

• Preorder means that we are accepting orders for a new or coming-soon product, even though the product is not yet fulfillable and will be shipped at a later date. The expected ship date is shown on the product page and in the cart, once added.
• When will my order arrive?
  • When stock is available, your order will be shipped and you will receive a shipping confirmation email. After that, the delivery period is stated on the shipping method information on checkout and order confirmation.
• Can I track a preorder's shipping status?
  • Your order can be tracked like any other order in the "My orders" section of your HP.com account or with your order number for guest purchases. You will also receive a shipping notification when the product has shipped.
• When will I be charged?
  • We will charge the total amount of your preorder when it ships. Prior to this payment, we will create a pre-authorization transaction on your credit or debit card for verification purposes. This may appear as a temporary authorization and is handled based on your financial institution’s normal process.
• Can I cancel a preorder?
  • Preorders work the same as our ready-to-ship and custom products.
  • If you need to cancel a preorder after the one-hour period, please contact us for assistance.
• Can I purchase a preorder and a regular product together?
  • Preordered products need to be ordered separately.
  • When you click "Preorder now", you will be taken directly into the checkout. Your other cart items will remain in your cart after you complete the preorder process. If you do not complete the preorder purchase, your cart items will still be in your cart, but your preorder product won't be included.

What if I did not receive my digital product, software, Care Pack, or service confirmation?

• Check the email address used at checkout, spam or junk folder, HP Store account, and any product-specific instructions provided in the order confirmation.
• Digital products, software, Care Packs, gift cards, and services may be fulfilled by email or through an online account instead of physical shipment.
• If you still cannot locate the confirmation or activation information, contact HP Store Order Support with your order number and product details.
• Delivery timing, registration steps, and support options may vary by product. Review the order confirmation email, fulfillment email, HP Store account, and any product-specific instructions.

What if I was charged for a subscription or service and do not recognize the charge?

• Review your HP Store order history, My Subscriptions area, and payment history to confirm whether the charge is connected to an HP service, Care Pack, software subscription, or renewal purchased through the HP Store. If you still do not recognize the charge or believe there was a billing error, contact HP Store Order Support with the charge date, amount, order number if available, and payment method details.

Payment methods, refunds by payment type, and saved cards

What payment methods does HP.com Store accept?

• HP.com Store accepts supported payment methods shown at checkout, which may include major credit cards, PayPal, financing options, and other eligible payment methods depending on the order and availability.
• Available payment methods may vary by product, order type, promotion, customer eligibility, and checkout experience.

Can I place an order if my total is $0 after coupons, credits, or HP Rewards?

• Some promotions, credits, or HP Rewards redemptions may reduce the amount due at checkout. If the order total becomes $0, the checkout experience may still require a valid payment method or may have minimum-charge requirements depending on the payment type, reward type, and order scenario. Orders using HP Rewards redemptions must total $5 or more after the points redemption, which can be paid with a credit card or PayPal to complete the order.

How are refunds handled if I used HP Rewards points, coupons, credits, financing, or gift cards?

• Refund handling may vary based on how the order was paid. Refunds are generally issued to the original payment method, but rewards points, promotional discounts, credits, financing arrangements, and gift card payments may be handled differently. Please review your refund confirmation email and contact HP Store Order Support if the refund amount or payment method does not look correct.

Does HP Store offer gift cards?

• Yes, you can purchase HP Store gift cards.
• Our gift cards are digital only and deliver to the recipient generally within 4 hours once the order is confirmed.

How can I check the balance of my HP.com gift card?

• Click here and select "Check your balance" in the upper right corner.
• Your 16 digit gift card number and PIN are needed to check the balance.

May I checkout with multiple credit or debit cards?

• At this time, we do not support multiple credit or debit cards on one order. However, you can purchase HP Store gift cards and combine up to 5 of them with one credit or debit card on your order.

Can I save my card for future purchases?

• Yes, during checkout, you can save your credit card for use in future orders. You will need to either be logged into your HP Store account or to create an account after your order is placed.

Where and how can I manage my card?

• You can manage your card by logging into your HP Store account and navigating to “My saved cards”. There, you can edit your saved cards which is limited to name and billing address. You can also remove (delete) your card and also set one of your cards as “default”.
• If your card has expired, please input your new information on your next purchase and save your card again.
• •If you have a subscription service purchased through the HP Store, the card associated to that service will be listed here as well. Cards associated to active subscriptions cannot be deleted. To delete a card tied to a subscription, please first update the payment method for your subscription which is found in My Subscriptions.

What is Voxpay?

• Voxpay is a secure and convenient payment solution that we use in our call center to protect our customers' sensitive payment information. With Voxpay, you don't have to provide your payment card number over the phone, reducing the risk of fraud and identity theft.

Is Voxpay a legitimate service?

• Yes, Voxpay is a reputable and reliable service that is widely used by businesses to securely process payments. Voxpay is fully compliant with PCI DSS (Payment Card Industry Data Security Standard) regulations, which means that they meet the highest standards for data security and protection.

Why haven't I heard of Voxpay before?

• Voxpay is a newer payment solution that may not yet be as well-known as some other payment providers. However, it is quickly gaining popularity as more businesses realize the benefits of using a secure, omnichannel payment solution like Voxpay.

How can I be sure that my payment information is safe with Voxpay?

• Voxpay uses advanced encryption and tokenization technologies to protect your payment information. This means that your sensitive data is never stored in our system, and can't be accessed or stolen by unauthorized parties. Additionally, Voxpay undergoes regular security audits and testing to ensure that their systems are up-to-date and secure.

Price matching, price protection, coupons, and promotions

Does HP.com Store offer price matching?

• HP.com Store may offer price match assistance for eligible purchases.
  • For new orders, HP.com will match the current direct-fulfilled, pre-tax price for new "Comparable PCs" and identical HP printer model numbers from any nationally recognized on-line retailer.
  • Price matching does not apply to intra-day, daily deals, in-store, or limited-time promotions. Please review the full details and exclusions at the link listed below.
• Please call or chat with us to request a price match and to complete your new purchase. Have the comparison details ready, including the product model number, URL and the offer you are comparing.
• Price match full details

Does HP.com offer price protection / honor price drops?

• Price protection eligibility may depend on the product, purchase date, promotion, and current HP.com Store policy.
• You can contact us within 30 days of delivery date if we lower the price of the product you purchased and it's still in stock and hasn't been discontinued.
• Price protection does not apply to business series products, non-HP branded products, intra-day, daily deals, in-store, or limited-time promotions.

How do I request a price protection refund?

• Contact us via email at myhpsales@us.hp.com to request a credit (For US Store Customers Only).
  • Step 1: Identify the same lower-priced product that you purchased within the return and exchange period (30 days after delivery date).
  • Step 2: Email HP.com Store Order Support at myhpsales@us.hp.com with the active link, exact product and lower price of the product you purchased from us and your order number. Once confirmed, we will issue your refund and you will receive an email confirmation. Orders need to be fully shipped before a refund can be processed.
• Price protection full details

Can I use coupons, promo codes, or gift cards on HP.com Store?

• Coupons, promo codes, and HP Store gift cards may be accepted when eligible and available at checkout.
• Promotions may have restrictions, expiration dates, product exclusions, purchase limits, or other terms and conditions.
• Only one coupon or promotion may apply in some situations. Please review the promotion details at checkout.
• Current coupons and promotions

How do I use a coupon on my purchase?

• Coupon codes are limited to one use per customer.
• Only one coupon code can be used during checkout (multiple coupons cannot be used on the same purchase). Enter the coupon code at checkout (under "Shipping Method" options).
• Coupons may not be used to purchase gift cards.
• Other restrictions may apply.

Affiliate, partner, business, and special program orders

Can a business customer set up an HP Store account with multiple users?

• Business customers may have access to business purchasing options, discount programs, or account-managed support depending on eligibility. If a business needs multiple users, purchasing controls, or account-managed ordering, the customer should contact the appropriate HP business sales or account support team for setup guidance.

Are purchase order or payment terms orders eligible for return?

• HP Store orders placed with a purchase order or on payment terms may follow different return and support requirements and may not be eligible for standard online returns. Customers with account-managed orders should contact their Account Manager for help.

Do special program or affiliate orders follow the same order status process?

• Special program, affiliate, partner, employee, student, or account-managed purchases may have different pricing, eligibility, return, support, or order management requirements.
• If your order was placed through a special program or account-managed channel, please follow the instructions provided with that program or contact the appropriate support team.

Affiliates Cookie and Commission Policy

• To ensure Affiliate commissions, including Cashback and Loyalty rewards, it is required that you accept cookies prior to placing your order. Orders submitted without the accepted cookie will not be approved.
• 
• All affiliate orders must be placed through the HP Store website. Please note that any affiliate orders placed via our HP Store Call Center will not be accepted.

Sales tax exemption

Can I place a tax-exempt order?

• Yes, eligible tax-exempt customers should provide valid tax exemption documentation —other than a resale certificate—during or after purchase.
• HP Store products are intended for end use and are not intended for unauthorized resale.
• We validate exemption requests after orders are placed, so your order will initially include sales tax. When your exemption documentation is received and validated, a credit will be issued to the payment account used on your order as soon as your order ships.

What if I am an authorized HP reseller or need a resale tax exemption?

• HP Store products are intended for end use and are not intended for unauthorized resale. HP Store does not accept resale certificates through the standard tax-exempt process. Resellers or customers purchasing for resale need to work through the appropriate HP business or reseller channel instead of the standard consumer store flow. As applicable, please email your certificate to Mvar@hp.com for review. Where appropriate, we will set up your account as tax exempt so that your future orders will not include sales taxes.

Recycling fees

What are California recycling fees?

• For orders shipped to California, effective January 1, 2005, we are required to collect a recycling fee on qualifying products and also to meet California’s embedded battery recycling fee requirement.

What is the embedded Battery Recycling Fee Notice?

• California law (SB 1215) requires a recycling fee for products with embedded batteries to support their proper end-of-life disposal and recycling. This fee will normally be charged at the time of purchase. The law does however allow retailers to pay the recycling fee on behalf of consumers and HP Inc is electing to do this as a temporary measure while our checkout process is amended to incorporate this fee.
• This means that currently:
  • You do not pay the recycling fee separately.
  • HP Inc pays the required fee directly to the state or through our registered vendor.
• This process ensures compliance with environmental regulations while keeping your checkout process simple.
• You’ll see a note on your Order Confirmation page confirming:
  • California state law requires that consumers pay a ‘covered battery-embedded product’ waste recycling fee upon the purchase of this product/these products. The law permits HP Inc to pay this fee on behalf of our customers, and we are currently doing so. As such, HP Inc assumes full responsibility for paying to the state the fee associated with this purchase and you are not liable for paying the fee. For more information, please click here.”

HP Technical Support and HP Parts

How can I contact Technical/Product Support?

• You can find product setup resources, troubleshooting information, and HP support forums online at HP Support.
• If you need help from an HP support representative, you can also create a support case at the link above.

I need a part (battery, power cord, etc.) for my HP product, but can't find it on your site. Where can I order this?

• Check online at the HP Parts Store.

Contact HP Store Order Support

• Sales: 1-888-999-4747
• Order Support: 1-800-407-4005

Guide notes and terms