Frequently asked questions

Other HP Support

How can I contact Technical/Product Support?

• You can find product and setup resources as well as excellent support forums online at Technical Support.
• If you need help from an HP Technician, 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.

My Orders

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 and email address to get order status.
• Once your order has shipped, you'll receive an update email which will include the tracking number for your order. To see the status of your shipment, you can either click on the tracking number link in your email/online status, or you can go to FedEx tracking and enter your tracking number.
• Note: 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.

Can I edit my current order (order details, shipping/billing information, email, etc.)?

• If the change you want to make is necessary, after order placement, we have a limited amount of time (one hour) to cancel and resubmit the order. However, if your order has reached processing status, the order may not be cancellable.
• For your protection, we do not allow address changes after an order has been placed.

Products sold on HP.com

What products do you sell on HP.com?

We offer the best selection of HP consumer and commercial products and services and also other brands that complement our products so you can get a complete solution for you or your business in one place!

• 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 pre-order, 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.
• Gift cards: HP.com Store gift cards are either in electronic format (e-gift card) or physical card form. E-gift cards are fulfilled through email to your chosen recipient. Physical gift cards are sent through the mail and take 5 to 7 days to arrive.

We sell brand-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.

As consumer NB technology advances to thinner and lighter form factors, along with the use of advanced materials, most consumer notebook platforms 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 solves 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 backorder?

Backorder means that we are accepting orders for a product, even though the product is not yet available in our inventory but is expected very soon. Therefore, there is a short lead-time and orders placed will by that later date shown. The expected ship date is shown on the product page and in the cart, once added.

What is pre-order?

Pre-order 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 is my order arriving?

• 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 pre-order'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 pre-order when it is shipped. Prior to this payment, we will only create a pre-authorization transaction on your credit or debit card for security purposes. This action will not impact your credit limits.

Can I cancel a pre-order?

• Pre-orders have the same cancellation policies as a regular order on our store. Once placed, you can not cancel or modify the order. For more information, read our cancel and changes polices here.

Can I purchase a pre - order and a regular product together?

• You can't create mix orders with pre-order and regular products. When you click "Pre - order now", you will be taken directly into the checkout. Your cart items will remain there after you complete the pre-order process. If you do not complete the pre-order purchase, your cart items will still be there but your pre-order product won't be included.

Why do you see a Battery Recycling Fee Notice?

• California law (SB 1215) requires consumers to pay a recycling fee for products with embedded batteries to support their proper end-of-life disposal and recycling. This fee will normally be charged to consumers 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.

Payment Methods

What payment methods does HP.com accept?

• We accept HP Financing, credit and debit cards (Visa, Mastercard, Discover, American Express), PayPal, Google Pay, and HP.com gift cards.
• If you are using a credit card, only one card can be used per transaction.
• Your payment account will be charged when you place your order. See terms and conditions for more information.

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.

Shipping Information

Where will HP.com ship products?

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

How can I track my shipment?

• Once your order has shipped, you will receive an update email which will include the tracking number or numbers for your order. To see the status of your shipment, you can either click on the tracking number link in your email, or you can go to FedEx tracking and enter your tracking number.
• Note: 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 or go to UPS tracking and enter your tracking number.

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. Infrequently, we may experience a delay in that step which may impact the delivery date of your order. If you do not see progress after 2 business days, please contact us for assistance.

When should I call HP.com?

• If orders are delayed, we will do our best to update you accordingly via email.
• For cancellations and order verification, please call Order Support 1-800-407-4005

Price Matching & Price Protection

Does HP.com price match?

• Yes, on 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.
• Click here for full detail.

How do I request a price match?

• Please call us to request a price match and to complete your new purchase.
• Please have the model number that you are comparing ready.

Does HP.com offer price protection?

• Yes. 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.
• Click here for full detail.

How do I request a price protection refund?

• Contact us via email at myhpsales@us.hp.com to request a credit (For US 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.
• Click here for full detail.

Returns and Refunds

What can I return?

• Most items purchased at the HP Store can be returned within our return window.
  • There are some exceptions including HP Store gift cards, opened software, and digital software downloads which are not returnable.
  • Please check full details and steps at Returns, Exchanges & Refunds Policy.
• For business orders on Purchase Order or payment terms, please contact your Account Manager.

How can I return my order?

• Review our return information and start a return or exchange online.

Can I exchange or get a replacement?

• Yes. You can request an exchange or replacement exchange or replacement online, or contact us and an Order Support representative will be glad to assist you.

When will I get my refund?

• Your refund for a return or exchange will be processed after we verify your return, which may take up to 5 business days once it is delivered to our warehouse. 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.

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 business days of the carrier delivery date (or of the last tracking scan).

Helpful Links

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

Missing, Wrong or Damaged Products

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 Confirmation email.
• You can view and download a copy of your invoice online.
• 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 contact HP.com Store Order Support using the phone number at the top of the page. Hours are Monday to Friday, 8 am to 8 pm EST.
• Please provide photos of the damaged box and product when contacting Technical Support.
• 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 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 contact HP Order Support.

What if my order is missing or has been 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 using the phone number at the top of the page. Hours are Monday to Friday, 8 am to 8 pm EST.
• A Police report may be required in order to handle your claim.

Gift Card Balance

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.

Coupons

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.

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

How do I apply for sales tax exemption?

• 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.
• How to request a sales tax exemption:
• 1. Fill out the exemption request form with your name, sales order number, and the name of the exempt organization for which the purchase was made.
• 2. Attach your state sales tax exemption documentation
• Please review your state's requirements for exemption documentation and ensure all required names, signatures, and dates are included.
• 3. Send the request to HP.com
• Email:hhotaxexempt@hp.com

Store Help

How can I contact HP.com Store help?

• If the FAQs did not answer your questions, you can contact us by phone, chat, or email
• Sales: 1-888-999-4747
• Order Support: 1-800-407-4005