Frequently Asked Questions How many products can I request? Eligible organizations may request as many CNB products as they need. However, each request may include no more than 5 of any individual product. For requests with more than 5 of an individual CNB product, please make arrangements with TechSoup Canada (subject to inventory availability). This is so we can ensure there is enough inventory for everyone. Can I update my address after placing the order? No. You cannot update your shipping address after ordering CNB equipment. Please update your address prior to placing an order What are the conditions of the hardware products provided through this program? CNB computers provides grade A refurbished equipment. The products provided may have cosmetic defects that do not affect its operability. Typical cosmetic defects on refurbished hardware may include wear on keyboards and hand-rest areas, minor screen blemishes, and scratches and nicks on the outer case. How soon will we receive the products? Once you place your request: 1- TechSoup Canada will receive and approve your request - 2 business days 2- CNB will process your request - 8-10 business days 3- ship your product via UPS ground service (or Canpar) - 5-10 business days 4- CNB will send your shipment tracking number via email. We recommend that you inspect your product immediately when your equipment arrives. Please keep all packaging until you have confirmed that everything works properly. The warranty period begins when TechSoup Canada processes the order and communicates to CNB to fulfill it. This is the date you received a fulfillment email from TechSoup Canada. About the warranty Are my products covered under warranty? CNB offers a warranty on all products, which cover major defects in the device and its components and includes technical support. Any Technical, Functional issues will be fixed or the unit will be replaced for free. What is not covered under the warranty? The warranty does not cover: ● Physical Damage reported outside of the 5 days of delivery date ● Accidental damages (including liquid spills, power surges) ● Issues occurring from third-party software installation and uninstallation ● Issues occurring from third-party troubleshooting or repairs Unauthorized returns will not be honoured. How long does the warranty last? The CNB warranty covers all products differently: ● Apple Products (Laptops, iMacs, iPad), Tablets (of any brand) 90 days warranty ● Laptop Batteries have 90 days warranty ● All other Laptops, desktops and hardware come with a one-year warranty unless specified otherwise in the product description How do I use my warranty? To Request Service, Exchange, Return and Refunds, The contacts are: ● Phone: 1(888)7124-1545 ● Email: email@example.com ● Online: Through CNB online portal: http://cnbcom.com/support/ Customers will receive an RMA number to track the whole process. We recommend that you inspect your product immediately when your equipment arrives. Please keep all packaging if you need to ship the computer for warranty service. The warranty period begins when TechSoup Canada processes the order and communicates to CNB to fulfill it. This is the date you received a fulfillment email from TechSoup Canada. Return for DOA (Dead On Arrival), Damaged Shipment, Defective Product: During the first 5 days following the Delivery, the Return Shipping cost will be covered by CNB Computers. However, any Shipping Damage MUST BE reported within 5 days of delivery to get a refund or exchange. After that, the physical damage would be considered a voided warranty. Before returning your product, we recommend you to: 1- Back up your data 2- Remove any parts or upgrades that might have been installed by your organization outside of the initial configuration of the product. 3- Shipped back the products with adequate packaging at the risk of having the items deemed potentially damaged which may restrict any and all future warranty support for that computer.