FAQ

Lookup Order

OVERVIEW    

You can view your orders for approximately 3 months after your order has been shipped. If you need to check status of orders shipped more than 3 months ago please contact customer service.

To check the status of other orders click "Lookup New Order" in the left column. If you are unable to look up your order, the order status id code number or email-address/zip/postal code entered may not match with our records, please call customer service to determine the correct information.

You can always get back to the ICS home page by clicking the gold box in the top left hand corner of the screen.

Also, you should be receiving e-mails from us if you provided an Internet e-mail address with your order.  These e-mails will notify you regarding the status of your order, Include a link to Internet Customer Servicing and a link to your up to date order status.  If you are not receiving any e-mail notifications from us, please go to the "Contact Us" area or call customer service to see if we have your correct e-mail address on file.

ORDERING INFORMATION    

Q: How do I order?
A: Please go to the Shopping Site for information on how to place an order.

Q: What information is required to place an order?
A: We need the following pieces of information to fulfill an order:

• A specified quantity of the items you've selected.
  
• The state to which to ship the order.
• The preferred method of shipment.
• A valid credit card.
• Your first name.
• Your last name.
• Your complete street address.
• Your phone number.
• Internet e-mail address.

Q: Why do I need to provide my e-mail address?
A: Because we might have to get back to you regarding order, please supply a valid Internet E-mail address. The e-mail address will NOT be used for marketing purposes.

Q: Why do I have to include my phone number?
A: Having your phone number helps us maintain a high level of customer service. The phone numbers allow us to contact you if there's ever a question about your order. In addition, the shipping companies that we use require the phone number of the intended recipient of the package so that they can contact them if there is any problem with the delivery.

Q: How do I know if Microsoft received my order?
A: After you press the "Buy Now" button, you will receive an order confirmation number and a confirmation e-mail.

If you do not get an order confirmation, you should see a message at the top of the order form indicating why the order could not be processed. When you have corrected the problem, press the "Buy Now" button again to submit the order with the revised information. If you still have problems, please contact us directly so that we can help you complete the order.

In addition, you will receive periodic e-mails regarding your order with specific instructions on how to check your order status.

Q: When will I receive my order?
A: You will receive your order within 5 – 7 business days. If we go into backorder or your items is not available, then we will notify you via e-mail with a new estimated ship date.

SECURITY    

Q: How can I be sure my transactions are private and secure?
A: Access to order information is available only when your ecrypted order status id code and e-mail address or zip/postal code are entered correctly. Additionally, if you are using a browser that supports SSL (secure sockets layer) protocol , encryption and authentication technology is in place to ensure your order information is protected with the highest levels of security available on the Web.

CREDIT CARD AND PAYMENT     

Q: Can I use another from of payment than credit card?
A: Ordering from this site requires a credit card for payment. Your credit card will not be charged until we ship your order.

Q: Why is my credit card number rejected when I try to place an order?
A: Most likely, you may have selected a method of payment that differed from the card number you entered. For instance, you might have selected Master Card as your method of payment and then accidentally entered the credit card number from your Visa card.

You also may have entered an extra digit in the credit card number. Please check to be sure you entered the card number correctly and try again. If you have any concerns regarding your credit card, please contact your financial institution for more information.

Credit Card Fraud is a felony. Microsoft will prosecute anyone attempting to use an illegal credit card. Microsoft tracks every transaction and will use all means available to prosecute any persons attempting to commit fraud. This service is provided for the protection of our customers.

ORDER STATUS AND SHIPMENT TRACKING     

Q: How can I check the status of my order?
A: Go to the ICS home page, enter your order status id code and e-mail address or shipping zip/postal code for your order, click on the item number you’d like to track, click on the shipper tracking number, and you’ll then be linked to the status of your shipment at the shippers web site.

Q: I have a tracking number, how do I use it to track my package?
A: First, determine which shipping carrier is handling your package from the ICS site under "View Order Detail". Then, follow the shipper’s instructions below:

Airborne Freight Ship carrier URL: HERE or call 1-800-247-2676

Generally, packages can only be tracked for two weeks after they are shipped. After two weeks, the proof-of-delivery information is archived; a facsimile copy can be requested by calling 1-800-247-2676 .

UPS URL: HERE or call 1-800-742-5877

Ground shipments with GroundTrac labels receive an origin, destination and delivery scan. You can track your package, in transit, by entering your tracking number in Package Tracking. Delivery scan information is available within minutes after delivery.

ORDER DISCREPANCIES AND RETURNS    

Q: I received the wrong item.
A: Please contact our customer service representatives for information regarding returns, replacements, and/or re-orders.

Q: How do I return my order?
A: Please contact our customer service representatives.

You may return your unopened disks or product within 30 days after you have received your order for refund. We can refund shipping costs only if the return is a result of our error. Please fill out the returns portion of the packing slip, enclose the original slip in the carton and wrap the package securely.

For your protection, please use a trackable method for shipment.

ACCOUNT/ORDER INFORMATION    

Q: How do I obtain my order status id code or order number if I've forgotten or lost it?
A: You must contact our customer service representatives.

Q: Why can't I sign-in?
A: You may have either entered the wrong order status id code and e-mail address or shipping zip/postal code combination that you initially used when placing your order or this particular order may not be supported by Internet Customer Servicing. Please call customer service for further assistance.

STATUS DEFINITIONS    

Back Ordered: We are temporarily out of stock on this item and will ship the item to you when it becomes available. You will not be charged for the item until it is shipped.

Cancelled: You have cancelled an item or order with us that has not shipped.

Held for Payment Issues: Your order has been held for payment reasons. To resolve please call customer service.

In-Process: Your order has been accepted and we are processing your order.

Order Accepted: Your order has been received by Microsoft and will be processed.

Order In-Process, with Issues: Your entire order or individual items on your order are backordered or have payment issues. These items are colored red and can be clicked on to obtain detailed information about the issue.

Partially Shipped: Part of your order has shipped and we will be shipping the other items as they become available. You will be charged for items once they ship.

Return Authorization Issued: We have received your request to return a product and have issued you a return authorization number and instructions that must be followed to process your return. We have not received and processed your returned item or order at this time.

Return Issue: We have received your returned item(s) and we have further questions in order to complete the returns process.

Return Request: We have received your request to return a product and will send e-mail to you with instructions about the return process.

Returned: You have received an item or order from us and have returned it to us. Your refund is being processed.

Shipped: Your package has been picked up by the shipping company and has been shipped to the address on your order. If your shipment was shipped via a traceable method then there is a tracking number available that will allow you to check the status of your shipment.

Status as of: Is the date and time that the status of your order or item was applied.

Last reviewed: November 30, 1999
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