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Find quick answers to your questions

Order Status

» Check Status of Order

» Track Order

» Delayed Orders &
Estimated Ship Dates

» Find Order Number

View All »

Shipping & Delivery

» Shipping Methods/Delivery Options

» Shipping Charges

» Delivery Signature Required

» Shipments Overseas & APO/FPO’s

View All »

Return, Cancel or Change an Order

» Return Policy

» Returning Product(s)

» Cancel Order

» Change Order

View All »

Parts, Services and Support

» Register Product

» Register HP CarePack Warranty

» Warranty Status

» Order Spare/Replacement Parts

View All »

Incorrect & Damaged Product

» Damaged or Missing Product

» Defective or Non-Working Product

» Received Incorrect Product

View All »

Payment, Invoicing & Taxes

» Payment Options

» Leasing/Financing

» Invoicing

» Tax Information

View All »

Placing an Order

» Place an Order

» What ships “In the Box”

» Time Items Remain in Cart

» Error Message when Placing Order

View All »

My Account

» Do I need an account to check out?

» Create an Account

» Forgot or Change Password

» Changing Account Information

View All »

Shopping Information

» Subscribe/Unsubscribe to eNewsletters

» Trade-in Programs

» Specials, Promotions, Deals & Offers

» Help Me Choose Tools

View All »

 

 

Order Status

» Check Status of Order
» Track Order
» Delayed Orders & Estimated Ship Dates
» Find Order Number
» Email notifications About Order

 

Shipping & Delivery

» Shipping Methods/Delivery Options
» Shipping Charges
» Delivery Signature Required
» Shipments Overseas & APO/FPO’s
» Partial Shipment

 

Return, Cancel or Change an Order

» Return Policy
» Returning Product(s)
» Cancel Order
» Change Order
» Order Hold and/or Cancelled
» Credit for My Return
» Refusing Delivery
» Returning Software

 

Parts, Services and Support

» Register Product
» Register HP CarePack Warranty
» Warranty Status
» Order Spare/Replacement Parts
» Find Replacement Part Number
» Upgrade Warranty
» Find a Product Manual
» Recycle or Dispose of Old Products

 

Incorrect & Damaged Product

» Damaged or Missing Product
» Defective or Non-Working Product
» Received Incorrect Product

 

Payment, Invoicing & Taxes

» Payment Options
» Leasing/Financing
» Invoicing
» Tax Information
» Apply for Net 30 Credit Terms

 

Placing an Order

» Place an Order
» What ships “In the Box”
» Time Items Remain in Cart
» Error Message when Placing Order
» Save Cart
» View Order/Quote History
» Retrieve Shopping Cart
» eCoupon

 

My Account

» Create an Account
» Forgot or Change Password
» Changing Account Information
» Account ID &Customer Number

 

Shopping Information

» Subscribe or Unsubscribe to HP eNewsletters
» Trade-in Program
» Special Promotions, Deals and Offers
» Help Me Choose Tools
» HP’s Terms and Conditions
» Secure and Private Online Shopping
» Privacy Statement

 

Order Status

Check Status of Order



To check status of your order, please click on the link based on where you purchased your product from:

 

· HP Small & Medium Business store order status (Order number format: 0123456789)

o To retrieve your order, you will be asked to enter your email address and password or account ID and last name.

o For additional Small & Medium Business assistance, you may contact an Order Support Specialist through Chat, Email or phone 1-866-625-0242 Option 3.

o If you are not sure what your account id vs. customer number is please go this section in the FAQ.

· HP Home & Home Office store order status (Order number format: H123456789)

o To retrieve your order, you will be asked to enter your order number and phone number, or email address and password.

o For additional Home & Home Office assistance you may contact us at 1-888-345-5409 Option 2

· Part store order status (Order number format: YYMMDD-12345)

o For parts for HP and Compaq products call 1-800-227-8164 M-F 7:00am-7:00pm CST

· Repair/Service Order status (Order number format: ABC123)

o For additional Technical Support assistance you may contact us by Contact Tech Support

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Track Order



To track your order, please visit our order status page. The order status tool allows you to check on the progress of your order including shipment, invoice and tracking number once your order has shipped. Your order number is located on your email notifications and is 10 digits long and starts with a zero. If you are unable to locate your order in the system please contact an SMB Order Support Specialist through Chat, Email or phone 1-866-625-0242 Option 3

 

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Delayed Orders and Estimated Ship Date



At the HP Small and Medium Business Store we know that fast, reliable shipment of your merchandise is important to you.

 

  • • After placing your order you will see your estimated ship date this is our best estimate as to when your order will ship.
  • • Estimated ship date is based on product availability, variance in manufacturing facilities, payment method and delivery options you chose when placing the order.
  • • Once your order has been processed, you will receive a shipment notification and your order will ship via the method you selected.
  • • If an unexpected delay occurs while processing or building your order, we will contact you immediately through email notification.

Once your order has been processed and shipping out, it will be delivered based on the shipping method you selected.


We currently offer 4 shipping options:

  • Standard/Ground: Your order is delivered to your shipping address three to seven business days once your order has shipped
  • 2 Business Day: Your order is delivered to your shipping address two business days once your order has shipped.
  • Next Business Day: Your order is delivered to your shipping address the next business day once your order has shipped
  • Priority Overnight: Your order is delivered to your shipping address the next business day by 10:30 a.m. to most U.S. addresses; by noon, 4:30 p.m. or 5 p.m. in remote areas; No Saturday deliveries.

If you have not received it based on the shipping option you selected there could be few factors impacting this.

  • There was a delay in regards to the carrier do to unforeseen circumstances.
  • Or your product shipped on a business (week) day but delivery date fell on a weekend or holiday; you would then receive your order on the next business day.

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Finding My Order Number



You can find your order number on the order and shipment confirmation email. You can also view your orders and find your order number under your order and quote history when you log into your account.

 

Order numbers are 10 digits long.

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Email Notifications about Order



Yes, there are different notifications sent based on the status of your order. You will receive notifications for order confirmation and when your order or an item has shipped on your order. We do at times send other notifications based on current status of an order, such as if the order has been delayed. If you do not receive an order confirmation email within 24-48 hours after placing an order, Please contact an HP Order Support Specialist through Chat, Email or phone 1-866-625-0242 Option 3. To make sure that you can receive a reply from Hewlett-Packard, add the "hp.com" & "hpdirectsurvey.com" domain to your e-mail "safe list".

 

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Shipping & Delivery

Shipping Methods/Delivery Options



When you place your order you can choose from the following shipping methods and carrier options. Each option differs in cost and in speed of delivery. Once your order is complete and ready to ship you can expect your delivery based on the option you select.

 

  • UPS Ground - 1-5 Business Days, delivery times based on the distance to destination
  • UPS 1 day - Next Business Day, delivery by 10:30 a.m., 12:00 noon, or end of day, depending on destination
  • UPS 2 day - 2 Business Days, delivery time by the end of the second business day, some locations in Alaska and Hawaii require additional transit time
  • Fed ex ground - 1-5 business days within the contiguous U.S.; 3-7 business days to and from Alaska and Hawaii. Tuesday-Saturday. Delivery is between 9 a.m. and 8 p.m.
  • Fed ex 1 day - Next-business-day delivery by 3 p.m. to most U.S. addresses; by 4:30 to rural areas
  • Fed ex 2 day - By 4:30 p.m. in 2 business days to most areas; by 7 p.m. to residences
  • Fed ex priority overnight - Next-business-day delivery by 10:30 a.m. to most U.S. addresses; by noon, 4:30 p.m. or 5 p.m. in remote areas; by noon or 1:30 p.m. on Saturdays
  • CEVA - Delivery time and availability may vary based upon origin and destination and is the only carrier used to ship to Puerto Rico
  • FSP – (Freight Solution Provider)

Estimated arrival time is dependent on the customer’s location from the station, amount of deliveries the driver has for that day as well as other factors that could cause a delay, such as traffic, weather, etc. Orders placed on Friday for overnight delivery will not be delivered until the following business work day.

Weight and Dimension Guidelines for each of the carriers we use.

  • FedEx Priority Overnight, FedEx 1 Day, FedEx 2 Day, FedEx Ground.
    • Weight: Up to 150 lbs. per package.
    • Dimensions: Up to 119" in length and 165" in length plus girth (L+2W+2H).
  • UPS 1 Day, UPS 2 Day, and UPS Ground.
    • Weight: Up to 150 lbs. per package.
    • Dimensions: Up to 108" in length and 165" in length plus girth (L+2W+2H).
  • CEVA/Eagle and FSP (freight solution provider)
    • Weight: Total shipment weight must exceed 70 lbs.

There may be times where your shipping method will need to be changed on your order from what you originally selected due to weight, dimensions, ship to locations, etc.

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Shipping Charges



Shipping costs will vary based on the weight of items on your order and if your product is eligible for any shipping promotions that may be running at time of purchase. The shipping charges are calculated at time of checkout.

 

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Delivery Signature Required



For your protection, we do require a signature on palletized deliveries and on all business/commercial locations. A signature is not required on residential locations.

 

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Shipment Overseas and/or APO/FPO Addresses



The HP Small and Medium Business Store ships to street addresses within the 50 United States. We regret we cannot support shipments to Canada, the Caribbean, Virgin Islands, Guam, and APO/FPO mailing addresses, P.O. boxes or private mail box stores. If you would like an order shipped outside the continental United States, simply call the Contact HP number for the country you need your order shipped.

 

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Partial Shipment


 

Due to product availability and variance in manufacturing facilities, HP cannot guarantee your order will ship complete. Some items may arrive at different times from different locations resulting in multiple shipments and multiple invoices. Please check your shipping confirmation email which will advise which items have shipped.

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Return, Cancel or Change an Order

Return Policy



Please view our Return Policy.

 

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Return a Product(s)



1. Please contact an HP Order Support Specialist through Chat, Email or phone 1-866-625-0242 Option 3 to obtain Return Goods Authorization (RGA) number(s).

2. Package the product including the "Packing List" which includes the original order number, part number(s), quantity, and applicable serial number(s) for the product(s) being returned.

3. The original box and packing material will need to be used to return the item.

4. Remove all mailing labels on the outside of the box that references the customer address. Prepare and attach a new mailing label with the RGA#(s) and the Returns Center address provided by the Order Support Representative. DO NOT WRITE ON THE PACKAGING.

5. If product for more than one RGA is being returned in the same box, make sure that all RGA numbers are listed on both the mailing label and packing list. If products are received at the Returns Center without valid RGA numbers on the mailing label, credit may be delayed or item may be refused and returned to the customer.

Please Note: Return labels issued are only valid for 10 calendar days.   Please have the return package postmarked no later than the 10th day. Any fees for the return label may be deducted from the credit due to the customer. If a returns label is issued, you will receive an email containing the RGA number and returns label. Please make sure to check your spam folder.  To ensure you can receive a reply from Hewlett-Packard, add the "hp.com" & "hpdirectsurvey.com" domain to your e-mail "safe list".

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Cancel Order



To cancel an order, please contact an HP Order Support Specialist through Chat, Email or phone 1-866-625-0242 Option 3.

 

Depending upon what stage of processing your order is in will determine if the order can be cancelled.

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Changes to Order



Depending upon the requested change and where your order is in the order processing cycle will determine if it can be changed or not. Please contact an HP Order Support Specialist through Chat, Email or phone 1-866-625-0242 Option 3 and they will be able to assist you.

 

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Order On Hold



Your order may be placed on hold based on the payment method selected:

 

Credit Cards go through an approval process such as authorization from the bank, verification of account information and others. Our credit team reviews and works the order and will contact you directly if they have any questions or issues. Once reviewed, the order will be released to be processed.

Orders waiting on approval of Net 30 terms or a leasing application will be released once approved. If there are questions or issues regarding the application, the representative will contact you directly.

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Credit for Return



Credits are refunded using the same form of payment that you used to place the order, except for prepaid wire where the credit will be refunded in the form of a check. Please be aware that your financial institution may take up to 7 business days to process your credit and have it reflected in your account.

 

Credit can only be applied to the credit card used when the order was placed.  If the credit card you used when placing your order is expired, you will need to contact your financial institution to determine how they will release the credit to you.

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Refusing Delivery of Order



Refusing delivery will increase the amount of time it takes to process your refund. We recommend that you accept delivery. If you would like to return the shipment you will need to request a return authorization by contacting an HP Order Support Specialist through Chat, Email or phone 1-866-625-0242 Option 3

 

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Return Software Purchased from HP



We accept returns of software for refund or credit if the package is unopened and remains sealed. Qualifying software can be returned to us within 30 days from the date of your invoice. If you purchased factory installed software on your system, you will need to return the system on which it was installed, which is subject to the terms of the Return Policy.

 

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Parts, Services and Support

Register Product



At HP we are dedicated to providing you with the best customer experience. It is important for you to register your product. By following a few quick steps to register, you can experience quicker service and more efficient support. Simply provide your model number, your serial number, and just a few pieces of information about yourself. Click here to register your product.

 

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Register CarePack



We recommend you register your carepack as this is not done automatically. If your Care Pack came in a package, click here to register online. If your Care Pack was sent electronically, choose one of the 2 ways to register: By phone, call 1-800-407-6210 or by email to srg@hp.com . Please include company name, address, purchase date and phone, hardware serial, product, and carepack serial numbers.

 

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Warranty Status



You can check through our warranty look up tool and enter your carepack serial number or hardware serial number.

 

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Order Spare/Replacement Parts



Please visit our HP parts store. You can find a part, view part information and order replacement parts.

 

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Find Replacement Part Number



Our HP parts store allows you to assist you in locate the replacement or spare part you are looking for by searching using the serial number, product name or product number.

 

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Upgrade Warranty



Our HP Carepack services offer a warranty selector tool that allows you to browse by product, or enter a specific CarePack number or product number and view the variety of warranty offerings we have.

 

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Find a Product Manual



Please visit our Business Support Center - product manual page, you will be asked to enter either your part name or number.

 

There are several manuals/guides by product such as: Getting Started, Service and Maintenance, User Guide and White Papers.

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Recycle or Dispose of Old Products



HP recycling services provide easy ways to recycle computer equipment, printing supplies, rechargeable batteries and other items.

 

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Incorrect & Damaged Products

Damaged or Missing Product



You should note damages or shortages on the Proof of Delivery document at the time of delivery and you must report damages or shortages within 14 days by contacting an HP Order Support Specialist through Chat, Email or phone 1-866-625-0242 Option 3. You may be asked to provide a copy of the Proof of Delivery and order number or customer account number.

 

You must report concealed damage, where the box is in good condition but the product is missing or damaged, within five business days after delivery. Carriers reserve the right to conduct an on-site inspection at the delivery destination. If the carrier is not allowed to inspect the product, a claim cannot be filed and replacement product will not be provided. When the carrier claim has been validated or the carrier waives an inspection, HP will provide an RGA for the return of damaged product.

1. Customers should take receipt and sign for delivery of damaged product.

2. Customer must have Carrier note delivery discrepancy (such as shortage or damaged box) on the "Proof of Delivery".

3. Customer signs "Proof of Delivery" and maintains copy.

4. Customer submits copy of "Proof of Delivery" to HP within five (5) business days.

5. Customer documents the damage with digital photos, if available.

6. Customer returns merchandise to HP using RGA, original packaging materials and original shipping carton if available.

7. Once merchandise is returned, HP will process credit for the damage or shortage

8. New order entered for replacement product.

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Defective or Non-Working Product



For defective HP products, HP provides technical assistance to diagnose the problem and will repair or authorize a replacement or return of the product. Based on the terms of your warranty, an on site technician may be dispatched to diagnose or repair the defective product. If the product fails after the first 30 days, the applicable warranty program specifies the terms for repair services.

 

DOA - To report product that was defective on arrival (DOA), the customer should contact HP Technical Support 1-800-334-5144 to request diagnosis and repair or authorize a replacement or return of the product.

If product fails during the Limited Warranty Period and the suggestions in the product documentation do not solve the problem, the customer can receive support by visiting "Support & Drivers" at www.hp.com to locate authorized support providers, post questions to HP Technical Support professionals or download software.

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Received Incorrect Product


 

Please contact an HP Order Support Specialist through Chat, Email or phone 1-866-625-0242 Option 3 to obtain Return Goods Authorization (RGA) number(s). We will research your order to determine what happened and get the right product out to you.

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Payment, Invoicing & Taxes

Payment Options



We offer payment by credit cards, lease, net 30 or wire.

 

For credit cards we accept Visa, MasterCard, Discover and American Express.

  • We do not accept international credit cards.
  • Only one credit card can be used per order. We do have payment methods available to help provide flexibility in meeting your business needs.
  • When processing your order by credit card, we will do a pre-authorization to determine if the funds are available. The credit card is not charged until the day the order ships.

If you would like to process an order by wire, please call 1-866-625-0242 Option 2 and a customer sales representative can assist you.

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Leasing/Financing



HP Financial Services (leasing) makes technology solutions easy to own and easy on the balance sheet, enabling you to focus your financial and other resources on managing and growing your business. To learn more about leasing options that meet your needs or special promotions call 888-728-9985 to talk to a representative or apply online. To check on the status of your lease application, please contact your dedicated sales representative or call the Rapid Response center at 1-888-277-5942 Mon-Fri – 8am-8pm.

 

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Invoicing



 

To request a copy of an invoice or set up your account to receive email invoices only, please contact an HP Order Support Specialist through Chat, Email or phone 1-866-625-0242 Option 3.

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Tax Information



Sales Tax on Orders - HP has physical locations throughout the United States and it is required by law to charge sales taxes on any purchases placed online based on where the customer is located and where the company has a physical location.

 

Tax Exempt - Tax exemptions are based on the ship-to address/state. If you have a sales tax exempt certificate from the state your ship to address is on your account, you can fax your tax exempt certificate to our Tax Department at 1-866-908-1402. Please include your customer number and email address on your fax coversheet. Once validated, the exemption will be tied to that customer number. If the Tax Department has any questions regarding the information you provided they will contact you.

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Apply for Net 30 Credit Terms



HP offers Net 30 days terms to government agencies, schools and qualified businesses. Please contact your account manager for details. Sorry, we currently do not offer credit terms to individuals. If you do not have a dedicated account manager, please call us at 1-866-625-0242 Option 2 to establish an account and terms.

 

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Placing an Order

Place an order



You can place an order by calling our SMB Sales Center at 1-866-625-0242 Option 2 and speak directly to a sale representative, browse and buy online or through Pre-Sales Live Chat

 

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What ships “In the box?”


 

The product/items you ordered will ship in the box along with the standard power cord and documentation.

For printers, please be advised that the printer cable does not ship in the box so you will want to include a cable with your order of a printer.

For Desktops – standard keyboard and mouse included

Recovery Disc

o For pre-built products the recovery discs ARE included

o If custom configuring a model you must select to receive the recovery disc when configuring.

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Time Items Remain in Cart



The item will remain in your cart for 72 hours. To remove items from your cart, click on the empty cart button.

 

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Error Message when Placing Order



There could be a few reasons for receiving an error message when submitting an order. If you receive site temporarily unavailable please try again. If the problem persists please contact our SMB Sales Center and they will be able to place the order for you. They can be reached at 1-866-625-0242 Option 2 or through Pre-Sales Live Chat. If the error message is in regards to your online account, contact the HP eBusiness Support team at 1-800-607-3567 or via email and they will be able to assist you.

 

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Save Cart



After you have added your product to the cart, you will go into view cart and check out. From that screen there is a save cart button, which when selected you will be prompted to enter a cart name. Once entered, click submit and your cart will now be saved for 72 hours.

 

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View Order/Quote History



To retrieve your order or quote history, you will be prompted to enter your email address and password or account ID and last name on the Order and quote history page. Quotes can be retrieved for 30 days.

 

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Retrieve Shopping Cart



To retrieve your saved shopping cart, you will be prompted to enter your cart name and cart ID on the Retrieve cart page. You may retrieve this shopping cart for up to 72 hours.

 

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eCoupons



When placing an order online there is an area to enter your eCoupon code during check out. If you call to place your order at 1-866-625-0242 Option 2, the sales representative assisting you can apply the eCoupon to your order.

 

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My Account

Do I need an account to check out?



Yes, you will need to register at checkout to place an order. Creating an account allows you to receive email notifications regarding your order and review order/quote history.

 

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Register or Creating an account



At the time of check out you will be prompted to register. Once registered and you submit your order, your account will be created. Creating an account allows you to receive email notifications regarding your order and review order/quote history. The order confirmation you receive will include your customer web account number.

 

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Forgot or Change Password



If you have forgotten your password or the password you are attempting to use is not working, use the Forgot your password link. You will be asked to enter your email address and prompted to provide your secret answer. An email will be sent to you with a temporary password and a link to allow you to create a new password. To change your password click here.

 

For additional assistance, contact the HP eBusiness Support team at 1-800-607-3567 or via email.

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Make Changes to Account Information



To make changes to your name, address, phone or e-mail address, send us an e-mail or contact us at 1-866-625-0242 Option 3.

 

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Account ID & Customer Number



Your account ID is your web/online account id. For SMB customers the account id is 7 digits long and will include only numbers. The account ID and last name allows you to access your online quote/order history. The customer number is a unique identifier for your company profile and is associated with all orders placed. For SMB customers the number is 6 digits. Your customer number is also included on invoicing, email notifications, and order confirmations.

 

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Shopping Information

Subscribe or Unsubscribe to eNewsletters



HP's award winning eNewsletter offers updates on the latest technology, new products and solutions, promotions and events, and driver and support alerts sent direct to your inbox.Click here to subscribe today!

 

The easiest way to stop your Subscriber's Choice email subscription is to use the link provided at the bottom of your alert or newsletter. Simply click the unsubscribe link and follow the instructions. You can also click here to unsubscribe to any or all of HP communications. Login to display your current profile summary. Your current subscriptions are displayed at the top of this page under the heading "Subscription preferences". Click the unsubscribe link below any subscription you would like to discontinue. A message will be displayed at the top of the page confirming that your subscription was removed.

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Trade-in Programs



Learn how easy it is to get a trade-in allowance you can use toward the purchase of any new HP products, including: desktop computers, monitors, notebooks, printers, plotters, and much more. Click here to see how the program works. To view all Trade-In promotions click here.

 

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Specials, Promotions, Deals & Offers



Please visit SMB’s Deals and Offers Section for the latest and greatest specials and promotions.

 

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Help Me Choose Tools (Finder)



We have several different Help Me Choose tools to help you find the right product for your need. Visit our buying guide’s site that lists the tool by product line to assist you.

 

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HP’s Terms and Conditions

Terms of Sale



All sales are subject to Purchase terms of sale, regardless of how you buy. For additional information please see our full terms of sale policy.

 

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Secure and Private Online Shopping



HP is dedicated to providing you with a secure and private shopping experience. We safeguard your information using industry standard SSL (Secure Socket Layer) encrypted servers. This process codes the information transferred between you and the server and renders it unreadable to anyone trying to intercept the information. Any personal information you provide to HP during your visit to the online store is managed by HP and held in the strictest of confidence. We do not give or sell any of this information to outside organizations. If you have further security concerns or feel more comfortable ordering by phone please call us at 1-866-625-0242 Option 2.

 

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Privacy Statement



To view our complete privacy statement, please visit Privacy Statement

 

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