Contents

• Overview
• Shipping ETA
• Shipping Communications
• Unable to Deliver to PO Boxes
• How to Update Your Shipping Address
• Shipment Tracking or Package Not Received
• Hardware Damaged or Incorrect Hardware Received

Overview

The contact information and shipping address TechSoup provides to our refurbisher partners who provide the products for the Refurbished Hardware (RHW) nonprofit program  is based on the information listed in the organization details in the TechSoup account: select the organization’s name to view and update its details.

NOTE: Additional charges and longer shipping times may apply for shipments to Alaska or Hawaii.

Shipping ETA

TechSoup fulfills requests within three business days of receiving payment.  

After TechSoup fulfills your request, one of our refurbisher partners will ship your hardware within 10 business days.

NOTE: Additional charges and longer shipping times may apply for shipments to Alaska or Hawaii.

Shipping Communications

You will receive multiple email communications regarding your request and shipment.

NOTE: The organization email address on file with TechSoup may be different from the email address used to login to www.techsoup.org.

TechSoup Fulfillment Email

After TechSoup fulfills your request, we will send you a fulfillment email with information about receiving your RHW product.  

Fulfillment emails are sent to the organization email listed in the organization details in the TechSoup account: select the organization’s name to view and update its details.  You can also access Fulfillment Emails in your TechSoup account.

Learn how to ensure you receive TechSoup’s emails.

Shipment Tracking Information

Our refurbisher partner will send your shipment's tracking information to the email address of the representative who placed the request.  This is the email address used to login to the representative’s TechSoup account.

Unable to Deliver to PO Boxes

TechSoup's refurbisher partners use UPS and FedEx to ship the hardware to your organization.  Unfortunately, UPS and FedEx do not ship to PO Box addresses.

To view and update the organization details, including the shipping address, select the organization’s name in your TechSoup account.

Before fulfilling your request, TechSoup will check if the address provided is for a PO Box contact. 

Alternative Shipping Address Not Available

If your organization does not have a non-PO Box address available, you can provide the address of a trusted individual who is authorized to receive shipments on your organization's behalf at a secure location.

How to Update Your Shipping Address

Before Placing Your Request on TechSoup

To view and update the organization details, including the shipping address, select the organization’s name in your TechSoup account.

After Placing Your Request on TechSoup

Check your Request History in your TechSoup account to confirm if your request has been fulfilled or not.  Enter the request number or adjust the date range to locate your request.  Select the request number to view its details, including its fulfillment status.

Pending Request

Contact TechSoup Customer Service to request the shipping address be updated before fulfillment is completed.

Fulfilled Request

Submit a RHW Warranty Support Ticket and within two business days our refurbisher partner will reach out to assist you with updating your shipping address.

NOTE: Warranty Ticket responses are sent from rciwarrantysupport@techsoup[.org] with the subject: TechSoup Warranty Support Ticket # ----- has been updated.

Shipment Tracking or Package Not Received

Incorrect shipments must be reported within 30 days of delivery. 

1. In your Request History in your TechSoup account, confirm the date when your request was fulfilled by TechSoup and the shipping address associated with the fulfilled request.
    
2. Keeping in mind the fulfillment date, check your inbox and spam folders.  
   • Your tracking information should have been sent within 10 business day of the fulfillment date.
      
3. If you are unable to locate the shipping information or the tracking number indicates the package was delivered, but your organization is unable to locate it, submit a RHW Warranty Ticket.
   • Warranty Tickets should receive an update within two business days.  Responses are sent from rciwarrantysupport@techsoup[.org] with the subject: TechSoup Warranty Support Ticket # ----- has been updated 

Hardware Damaged or Incorrect Hardware Received

To be eligible for return, organizations must Open a Warranty Support Ticket within 48 hours of delivery of a damaged device and incorrect shipments must be reported within 30 days of delivery.

We recommend that you follow these steps immediately when your package arrives to ensure nothing has been damaged.

1. Inspect and open the package.
2. Examine the product for physical damage.
3. Check that all components are included.
4. Confirm that the hardware is what you requested.
5. For laptops, tablets, and mobile devices, fully charge the battery.
6. Turn on the hardware.
7. Store all documentation included with the product in a safe place. It contains important information such as license keys that you may need later.

If the shipping package or device arrives in poor condition, please document the affected areas with photos or videos before opening a warranty support ticket. This will help our team quickly verify the issue and provide support as efficiently as possible.