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MacMall - Your #1 Apple Superstore
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Customer Service FAQs          Home > Help > Quick Links >  Customer Service FAQs

Customer Service FAQs

Q. How do I contact customer service?

A. For quick service, call your Account Executive (their name is at the bottom of your invoice) at (800)-622-6255 option 4. They will help with returns, order status, refunds, and any other questions you may have. If your Account Executive is unavailable, don't worry. Our sales department team is ready to assist you 24 hours a day, seven days a week. Our touch-tone telephone system will guide you to the department you need.

Other ways to reach us:

    * Fax: (310) 225-4000

    * E-mail: see the bottom of your invoice for your Account Executive's e-mail address, or e-mail customer service at
customerservice@macmall.com

* Mail:

        MacMall
        1940 E. Mariposa Ave.
        El Segundo, CA 90245


We respond to faxes and e-mails within one business day of receiving them; if you have a complicated problem, it may take a little longer, but we'll call you within one business day to let you know we're working on it.

Q. I didn't get a packing slip.

A. First check between the pages of the catalog that was included with your order; our warehouse puts it there so it won't slip between items or inside boxes (or even out of the packing box entirely) while in transit. If you still can't find your packing slip, please call us and we'll be pleased to fax or mail you a copy.


Q. My order is missing items.

A. If there's an item listed on the packing slip that you didn't receive, call us immediately. We will need you to fax or mail us a copy of your packing slip -- there's information on it we need for our research.

If you open the manufacturer's box and find that components or accessories that were supposed to be included are missing, call us. We'll need to determine if the missing items should have been bundled by us or if they were supposed to be sent by the manufacturer. If it's our mistake, we'll send them to you within a few days. If the manufacturer made the mistake, we can call them to have these items sent to you, but most of the time you'll get much faster service from the manufacturer by calling yourself. Sorry, but our suppliers will not provide us extra accessories, software or cables that we can send out ourselves in these situations. We regret that we cannot contact Apple on your behalf, as per their policy. Missing parts of Apple products should be reported directly to Apple Computer at 800-767-2775.


Q. My package was damaged during shipping.

A. Please call us immediately so we can file a claim with the shipping company. We only have 15 days from the day we shipped your order to you to file a claim; after 15 days, the shippers will not allow us to file. When we file the claim, the shipper will send a representative to inspect the package on-site, or will have it returned to us to be inspected at our warehouse. A claim can take a week or more to resolve; please be patient as we work with the shipping company to resolve the matter.


Q. What forms of payment do you accept?

A. At this time, accepts the following payment methods: VISA, MasterCard, Discover, American Express, Diner's Club, Pay Pal, Bill Me Later, net 30 terms and Wire Transfer. We regret that we cannot process orders requesting C.O.D., company check, personal check, money order, or other payment methods not listed. We do not charge your credit card for an item until it is shipped. All credit card orders are subject to verification and approval by the card-issuing bank. For your protection, credit card orders shipped to an address other than your billing address may require additional verification.


Q. Is it safe to use my credit card?

A. MacMall guarantees that every transaction that you make with us through our web site will be 100% safe. This means that you

pay nothing if unauthorized charges are made to your card as a result of shipping. Please see our Security and Privacy Policy
for more details.

Q. How much do you charge for shipping, handling and processing?

A.We charge shipping, handling and processing charges based upon the shipment method that you select at Checkout. We offer three methods: UPS, FedEx Next Day, and FedEx.

Q. What is your return policy?

A. At MacMall, we want very much want you to have a satisfactory shopping experience with us. Occasionally, an item will need
to be returned and we have tried to make that process as simple as possible. To read our detailed Return Policy
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MacMall is the #1 Apple Direct Reseller. We sell more Apple-branded products than any other direct Apple reseller. Since 1987, MacMall has been supplying Mac computers, Mac software, iPods, iPad accessories, and more Apple brand products and consumer electronics to consumers, businesses, and creative professionals.

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