Got a question about shopping at ACT LABS? Cruise this Help FAQ for the answer. If you can't find the answer to your question, please feel free to contact our friendly sales staff.

Our sales team is available 5 days a week, Monday through Friday (except holidays) from 8:30 am to 5:30 pm Pacific Standard Time.

E-mail: ACT LABS Order Info Request
Call toll-free in North America: 1 . 800 . 980 . 9997
For International customers: 604 . 278 . 3650

Will my order arrive in time for Christmas?
Does ACT LABS ensure my privacy and shopping security?
How do I buy something in the ACT LABS online store?
I can't seem to add products to my cart. Why?
Why do I need to choose a power supply?
The item I want is In Stock. What does that mean?
The item I want is on Pre Order. What does that mean?
The item I want is on Back Order. What does that mean?
The item I want is Sold Out. What does that mean?
How do I use my Promo Code?
Do you ship to international destinations?
How will you ship my order? (Ground; Air; Which courier?)
Will I have to pay duties and customs fees?
Will sales tax apply to my order?
What happens after I've placed my order?
Does ACT LABS offer technical support?
What is ACT LABS refund policy?

Will my order arrive in time for Christmas?

Yes, if you place your order by December 15, by ground shipping, December 19, by air. We know that many of our customers are giving ACT LABS gear as presents for the holidays. To ensure that your order arrives in time for Christmas, we recommend that ALL orders (whether by Ground or Air delivery) be placed by December 15th. After this date, we can not guarantee delivery by Christmas.

For our North American customers, we also recommend:

For Central and Eastern US and Eastern Canada Destinations
If you order on or before December 15th, you can ship by GROUND.
If you order after the 15th, you should ship by AIR.

For Western US and Western Canada Destinations
If you order on or before December 19th, you can ship by GROUND.
If you order after the 19th, you should ship by AIR.

Does ACT LABS ensure my privacy and shopping security?

Yes, ACT LABS is committed to providing you with complete privacy, security and confidence when buying gaming gear from our online store. The ACT LABS online store only offers 100% secure transactions using the latest 128-bit Secured Sockets Layers (SSL). So, before the ordering information you enter is passed over the Internet, it is encrypted. This means that your credit card number and personal information can only be read by ACT LABS. Once we've received this information, we will not give or sell your personal information to any company or person.

How do I buy something in the ACT LABS online store?

We want to make the shopping experience at www.act-labs.com as easy as possible. Here's a quick step-by-step guide to purchasing ACT LABS gear from www.act-labs.com:

1. Once you've found the ACT LABS gear that you want, click the BUY NOW button near the top right of the screen. A Buy Now page with product specifications will appear. Select the appropriate system or product type.
2. Click ADD TO CART at the bottom of the screen. This will take you to your Shopping Cart page. Here you will view the gaming gear that you have in your shopping cart, including the cost (in US dollars), the quantity and the subtotal. Please note: This sub total is before taxes and excludes shipping charges. At this stage you can delete any unwanted items from your cart or change the quantity of each product.
3. Check the items in your cart, then click the GO TO SHIPPING OPTIONS button.
4. The Shipping Options page requires two steps. First, select your shipping destination. This is done to establish the cost of shipping your order. Select your shipping destination, then click SEE METHODS.
5. On the right side of the screen, select your shipping method. Once you have done so, click SEE ORDER TOTAL.
6. Your Order Total Page will appear. It will show you the cost (in US dollars), including, shipping and appropriate taxes. Please note: Steps 6 - 9 do not apply to International destinations.
7. Enter the appropriate customer information. Be sure to fill in all the fields, then click CONFIRM ORDER. Information on this page, including credit card and personal information, is passed via secure server and can only be viewed by ACT LABS.
8. You will then be asked to confirm your order. Once you have done so, click FINALIZE ORDER.
9. You will then see your order number, billing information and products that you ordered. Print a copy of this statement page. You will receive an e-mail to confirm your order and to thank you for shopping at ACT LABS.

I can't seem to add products to my cart. Why?

You may need to turn the “cookies” option on. Cookies are small bits of information stored by your browser on your computer’s hard drive. To shop at the on-line ACT LABS store, cookies must be turned on. This is because cookies store important shopping cart information and allow you to refer to your cart’s contents in the ACT LABS database. Most Web browsers automatically accept cookies, but you can change your browser to accept or decline cookies.

Why do I need to choose a power supply?

Certain ACT LABS products, like the the Force RS, come with their own power supply. To ensure that gaming enthusiasts world-wide can use these particular products, we offer three different power supplies. When you place your order, be sure to choose one of the following options on the product Buy Now page:

[1] North American Standard: 110V AC with flat, 2-pin plug
[2] "European" Power Supply: 220V AC with round, 2-pin plug
[3] British Standard: 240V AC with British Standard 3-pin plug

The item I want is IN STOCK.

IN STOCK indicates that the product is currently available. All in stock orders will be processed within one business day.

The item I want is on PRE ORDER. What does that mean?

PRE ORDER items are new ACT LABS products that are soon-to-be launched. To ensure that you'll be among the first to buy and use these hot products, we take pre orders through our online store. ACT LABS processes pre orders as soon as the new products are available. We will not charge your credit card until the product is available and we can process your order.

If one item you want is IN STOCK and another item you want is on PRE ORDER, we suggest that you place two separate orders. We will process your IN STOCK order immediately and hold your second order until the new products are available.

The item I want is on BACK ORDER. What does that mean?

BACK ORDER items are products that have sold out, but because we will be restocking these products, you can place a back order. We will not charge your credit card until the product is in stock again and we can process your order.

The item I want is DISCONTINUED. What does that mean?

Sorry, you're out of luck. Items marked as DISCONTINUED are no longer in stock and have been expired. Discontinued items will not be restocked by ACT LABS.

How do I use my Promo Code?

Every once in a while, ACT LABS will run a promotion with a magazine or a business partner. If you have a Promo Code, fill in your shipping and billing information on the Order Total page, then enter the code in the Promo Code box near the bottom of the page. When you click the CONFIRM ORDER button, the promotion will automatically appear as an item in your order form. Please be aware that our Promo Codes do expire. Be sure to use them prior to their expiration date.

Do you ship to international destinations?
Yes! ACT LABS welcomes international customers. Products either ship via Surface Post International or UPS Air depending on the country. Surface Post International takes about 6-12 weeks and UPS Air takes about 3-5 business days for delivery.

If the shipping option is showing Surface Post and you want to ship via UPS Air you can send us an email and ask for a shipping quote.

If the shipping option is only showing UPS Air we cannot change it to Surface Post International.

How will you ship my order?

On the Shipping Options page, ACT LABS will give you the shipping methods available for your destination and calculate the exact shipping cost for your order. Methods and couriers vary based on destination.

This chart outlines available shipping methods, couriers, and approximate shipping times.

Will I have to pay duties and customs fees?

Canada/US
ACT LABS fulfills ground shipments from Canadian and US warehouses. This means our Canadian and US customers will NOT be levied additional duties and customs fees if they choose to ship by GROUND or AIR.