Customer Happiness Policy
MacService is responsible for delivering you outstanding service. Great customer service is our guiding principle. If at any time your experience is less than outstanding, we will make it right.
We understand that diagnostic results may not always match your expectations. If you decide not to have your machine repaired or serviced for any reason, there is a $49 decline fee. This fee applies to all declined orders that were shipped using round trip shipping and is in addition to the standard shipping cost. If you've selected self mailed shipping and decide to decline your repairs, the decline fee is only $25. If your repair is declined, your laptop will be returned as is.
While we take great care to protect customer data, MacService is not responsible for any data loss that may occur in shipping, during the repair process, or at any other time. Prior backup is a customer responsibility and MacService cannot guarantee (although we work hard to protect) the security and/or privacy of your data.
Apple Warranty Shipping
There is an additional $49 shipping fee for round trip shipping ($25 for self mailed return) on repairs that are covered under an Apple Warranty or AppleCare. MacService is not reimbursed by Apple for shipping on warranty repairs.
Free Ground Round Trip Shipping
Orders placed on business days before 4PM PST will ship the same day. Orders placed after 4PM PST will ship the next business day. Ground shipping takes approximately 2-5 business days each way. A laptop container is provided to hold one laptop. Ground shipping is available in the lower 48 states. Ground shipping is not available in Alaska and Hawaii. Ground round trip shipping is free with any approved repair, if the repair is declined, the $49 decline fee applies.
$99 Next Day Round Trip Shipping
Orders placed on business days before 4PM PST will ship the same day. Orders placed after 4PM PST will ship the next business day. Next Day shipping is delivered the next business day. A laptop container is provided to hold one laptop. Alaska, Hawaii and remote areas may be delivered in 2 business days. Next Day round trip shipping is $99 with any approved repair, if the repair is declined, the $49 decline fee applies.
Self Mailed Shipping
If you choose to ship your laptop using your own box and shipping to MacService, please pack your laptop carefully using at least 2 inches of protection (foam, bubble wrap or other approved protection) on all sides. Newspaper and towels are not approved protection. If the box you send your laptop in does not meet our insurance requirements, there is a $20 fee for a new container. Return Ground shipping to the lower 48 states is free with any approved repair, Next Day return shipping is $49 with any approved repair. You can also provide for your own return shipping. MacService recommends insuring your shipment.
Business days are Monday through Friday, excluding holidays and/or days MacService is closed.
Time in Transit
MacService cannot guarantee transit times. Ground shipping is generally 2-5 business days each way within the lower 48 states. Next Day shipping is generally delivered the following business day. Orders shipped to Alaska, Hawaii and some remote areas may be delivered 2nd Day. UPS will send notification if weather or other conditions cause a delay to your shipment. You will always be provided with tracking numbers to monitor and track your shipment.
MacService is not responsible for any loss or damage while your computer is in transit. If damage occurs to your laptop during shipment, you are required to keep the packing material for inspection and MacService must be notified within 3 days of receipt of the damaged package. All shipping is insured for the original purchase price of your laptop, not including upgrades, up to $2000. In the case of a loss or if the damage is greater than the replacement cost of your machine MacService will provide a new replacement equivalent machine up to $2,000. Insurance claims require a proof of purchase (original receipt or credit card statement) before a reimbursement can be made. Insurance claims are approved by the shipping company.
All packages containing laptops shipped from our facility require a signature from you or an authorized recipient upon delivery. If you wish not to require a signature upon delivery, you agree to release MacService from any liability for damages or loss discovered during or upon the return of your laptop. An electronic agreement to release MacService of liability will be required by you, the recipient, and will be kept in our records.
Cancellation Policy for Round Trip Service
Please contact a Customer Service Representative directly by telephone or email immediately if you wish to cancel your order. You can avoid a cancellation fee if you notify MacService before the requested packaging supplies leave our facility. Any order cancelled after the packaging material has shipped from our location will be subject to a cancellation fee of $25 for Ground Round Trip Shipping orders and $79 for Next Day Round Trip Shipping orders.
MacService Store - Return & Exchange Policies
RAM, Batteries, Hard Drives and Accessories
RAM, batteries, hard drives and other accessories can be returned up to 30 days from purchase for a full refund. Shipping charges are non-refundable.
Refurbished Macs can be returned up to 14 days from purchase for a full refund. Shipping charges are non-refundable.
Opened software cannot be returned if it contained a seal with the software license on the outside of the package. Shipping charges are non-refundable.
Within the warranty period for a specific product, if a defect arises in the service parts used, MacService will replace the part at no charge (shipping cost excluded).
Product Warranty Period
Apple Service Parts - 90 Days
Hard Drive Warranty Policy
For the first year of the manufacture's warranty period on a MacService installed hard drive, MacService will replace the drive at no additional charge (shipping cost excluded). For hard drives that fail after one year and are still covered by a manufacturer warranty, MacService will advance exchange the drive with a new drive and facilitate the manufacturer exchange at a later date (saving you the time). There will be a $99 labor charge to remove and install a new drive after the first year of warranty coverage.
MacService is not responsible for any data that may be lost due to hard drive failure. All hard drives that are replaced under warranty are returned to the manufacturer for exchange.
RMA Shipping Policy
While thorough testing is completed on all laptops following repairs and/or upgrades, there is a possibility that a component (“part”) we installed or repaired may fail within the warranty period. If you discover a defect in a part we serviced, please contact a Service Representative immediately to obtain a Return Material Authorization (RMA) and we will assist you through the return procedure. [firstname.lastname@example.org or 877-622-3473] Round Trip shipping equivalent to your previous ship method will be offered at no cost if you request an RMA within 30 days of the date your laptop is delivered. An RMA request reported to MacService beyond 30 days of the return delivery date will qualify for free round trip ground shipping within the warranty period. If after 30 days, you wish to use next day shipping to process your return, the discounted rate of $79 is available. Your laptop must be received by MacService within the warranty period to qualify for warranty service.
Please retain your shipping container after you have received your laptop from MacService. This box can be used for future service and will be required for any RMA order.
Once the diagnostic is complete on your computer, a service advisor will contact you with the results and an estimate. If you have not responded to MacService within 30 days of notification, your order will be considered a decline and your credit card will be charged the $49 decline fee, plus any additional shipping charges and your laptop will be returned to you.
Once the diagnostic is complete on your computer, a service advisor will contact you with the results and an estimate. If you have not responded to MacService within 30 days of notification, your order will be considered a decline and your credit card will be charged the $49 decline fee, plus any additional shipping charges and your laptop will be returned to you. All services must be paid for within 30 days of completion of your service. After 30 days, if you have not contacted MacService, your computer will be considered abandoned and MacService will have sole discretion as to it's disposal. We will make several attempts to contact a customer via phone and email prior to considering a machine abandoned.
Credit Card Authorization Policy
At the time you place your order, MacService will authorize your credit card for one dollar to verify the billing information is correct. Your card is not charged until after completion of your service. The original credit card you provided will be automatically charged upon completion of your service.
Zero Dead Pixel Policy
If one or more pixels on a MacService installed LCD or LED screen fails within the warranty period (usually 1 year), MacService will replace the screen. Dead pixels may be stuck on a color (i.e. blue or red) or not turning on at all. Cracked or damaged screens are not covered by the Zero Dead Pixel policy. Shipping and box charges may apply, see the above RMA shipping policy for more details.
Purchase Order Requirements
Purchase orders must be faxed, mailed or emailed with a valid PO number and verified before your machine(s) are mailed back to you. Terms are 30 days from receipt of invoice.
MacService collects personal information at the time you submit a service request or register for a MacService Account. Personal information includes your name, email address, shipping and billing address, phone number, and other personally identifiable information about you. Your personal information is used solely by MacService to fulfill your request for services, to contact you, to improve our services, and to conduct research. We do not sell, trade or transfer your personal information outside our company unless specifically requested by you.
Security and Confidentiality
Non-public information about you is restricted and can only be accessed by those employed by MacService who need to know your personal information for the purpose of fulfilling your service request(s) and to service your account(s) with us. If you choose to submit a service request, create a new account or access your existing account through our Site, the transmission of your personal information will be protected by an encryption process.
Opt-In Email Policy
When you set up your free MacService account or submit an online service request, by default you will not be included in our emailing list and you will not receive promotional communications. You may Opt-In to receive newsletters, e-mail promotions and coupons at any time if you log in to your MacService Account and sign up for additional communications. You may also Opt-Out to discontinue receiving communications from us by removing your information from our emailing list. The ability to opt-out is provided via a link at the bottom of every newsletter email. You may also contact us directly to remove your information from our mailing list.
Information PolicyMacService is not responsible for any typographical errors. We reserve the right to modify, change and/or update any information contained on this Web site (The “Site”) at any time without prior notification.