About Orders

How do I place an order?

 

How do I track my order status?

You may email us at acerstore.hk@acer.com, please provide Web Invoice # for tracking purposes.

 

Will I receive any order confirmation after placing an order?

An order confirmation with Web Invoice # will be sent to you through email.

 

How can I change delivery address/phone number/recipient for my existing order?

Unfortunately you are not able to make any changes on the delivery address/phone number/recipient for your existing order.

 

How can I cancel my order?

We do not offer an option to cancel your order.

 

I received the wrong configuration, what should I do?

If the item you received is damaged/defective item, kindly notify us at (852) 3944 2383 immediately. We will arrange to send you a replacement. Please pack the item in its original package, with full accessories and original invoice. Kindly read and follow our DOA (Defect On Arrival) terms and conditions here https://store.acer.com/zh-hk/terms-conditions-hk

 

I received damaged/defective item, what should I do?

If the item you received is damaged/defective item, kindly notify us at (852) 3944 2383 immediately. We will arrange to send you a replacement. Please pack the item in its original package, with full accessories and original invoice. Kindly read and follow our DOA (Defect On Arrival) terms and conditions here https://store.acer.com/zh-hk/terms-conditions-hk

 

Within how long should I inform Acer about my damage/defective/incorrect item?

Within seven (7) days from the delivery date

 

How to remove an item in my shopping cart?

Click on My Cart icon on top of Acerstore page

 Click on “Recycle Bin”

Shipping and Delivery

How much does it cost for shipping fee?

Acer will provide standard FREE delivery and will deliver the Products to the delivery address within Hong Kong stated on the order at the time of delivery

 

When will I receive my order?

Delivery is subject to the availability of the stock at the time of dispatch. Acer will endeavour to fulfill all orders, however makes no guarantees of the availability of stock at the time of dispatch. We aim to deliver your order within 3 - 5 working days

 

Will Acer call me before coming to deliver my order?

Our delivery team or courier partner will call you upon reaching your address.

 

Is there any domestic area Acer cannot deliver to?

We deliver by using third party logistic company. Hence, any limitation will be the limitation of our service providers.

 

Does Acer offer international shipments?

International shipment is not available at Acer at the moment.

 

Can Acer deliver the package to my office?

Acer will deliver your order following the address you provide during checkout, whether it is your house address or office address.

Payments

What payment methods are accepted?

Acer accepts Credit Card and Paypal

 

Which credit cards are accepted for payment?

Acer accepts all Hong Kong Visa, MasterCards, that is 3D Secure (Verified by Visa, and MasterCard) enabled. Please take note that we DO NOT accept Corporate Credit Card and non-Hong Kong bank-issued credit cards.

 

Do you keep my credit card details?

Acer don’t store customer credit card details, every credit card transaction is handled by our appointed third-party service provider.

 

Can I use a credit card which is not under my name to place an order?

We can assist you in this case; however, it is not encouraged in terms of transaction safety. If you want to use a credit card which is not under your name, please contact us by sending email to acerstore.hk@acer.com so we can provide assistance. We may need you to send us a copy of the cardholder's ID and credit card.

 

Where can I request an official receipt?

Invoice will be included on the delivery.

 

How can I know if my payment was successful or failed?

Email notification will be send to the customer if the transaction is successful.

Wrong amount charged to my order, what should I do?

If your order was indeed charged wrong amount, please contact us at (852) 3944 2383. We will assist you right away.

 

Returns and Refunds

What is Acer Returns and Refunds policy?

The general requirements for returns are as follows:

1) It is within seven (7) days from the delivery date

2) You have proof of purchase (transaction ID/order number, invoice, delivery order, bank statement)

3) The goods must be in new condition and returned in the original packaging along with all original accessories (including software, manuals, cables, adapter, CDs, warranty cards, etc…)

4) The product must not have been used or installed or had any data inputted

5) All sealed items must not be opened

The customer will need to return the product to Acer at their own risk and incur any related delivery charges. We do suggest the customer insures the shipment to avoid risk of damage or loss during shipment. 
Acer reserves the right to deduct an amount from the refund at the current market price for any missing or damaged items. Depending on the particular circumstances, Acer may impose a management fees for processing the return. All possible charges will be applied before the final refund amount is issued.

 

Can I return an item after 7 days upon receipt?

Your item cannot be returned after 7 days upon receipt; it can only be serviced. We suggest you contact and send the item directly to our warranty center for prompt assistance. You can find all the contact information of your product's warranty center on the warranty card inside your package. Kindly read more about Warranty here .

 

How do I track my return status?

To check your request status, please login to My Account and go to "Check Service Request Status". You need to enter your Service Request Number, then you can be able to check your Service Request status. You may also contact our Customer Service at (852) 3944 2383 for further assistance.

 

How do I track my return status?

You may contact our Customer Service at (852) 3944 2383 to check your return status.

Does Acer cover the shipment cost for returns?

Shipping cost for returns needs to be paid by customer.

 

How long does it take to replace a DOA/returned product/item?

Subject to stock availability and other conditions.

I have returned my item to Acer, how soon will I received my refund?

Subject to the bank processing time.

Acer account

How do I register for Acer account?

I’ve forgotten my password, how can I reset it?

Click on Forgot Password under “My Account” page as shown below:

Enter your email address and click on the “Reset Password” button.

 

Others

How do I contact Acer customer service?

If you have any inquiry or feedback for Acer, please feel free to send email to acerstore.hk@acer.com or you can call us at (852) 3944 2383. Monday - Friday: 9am to 6pm We are more than happy to assist you.

How do I go about servicing my product?

You may send your product directly to our Repair Center. Find an Acer Repair Center near you here

 

Where are the warranty centers?

You may find our Warranty Center here

 

If my product is out of warranty duration, do I need to pay for repairs?

If your product is out of warranty, you will be responsible for the repairing and parts charges.