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Toshiba recommends Windows.

Frequently Asked Questions (FAQ)

Ordering

How do I place an order?

Orders can be placed 24 hours a day, 7 days a week through our website toshibadirect.com. If you require telephone assistance you can speak with a product specialist
Monday- Friday 5:00am - 6:00pm PST
by contacting 800-316-0920.

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Which payment methods do you accept?

Toshiba accepts Visa, MasterCard, American Express, Discover, PayPal, and the Toshiba credit card (which is issued thru TDRCS Bank). We do not accept credit cards that are issued outside of the United States.

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Will I pay sales tax if I order from Toshiba?

Toshiba is required to charge local sales tax for every order. The sales tax rate is dependent on state, county and city taxes of the ship-to address on your order.

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Do you accept international orders?

No, Toshiba does not ship outside of the 50 United States. If you are looking for Toshiba products outside of the United States please visit toshiba.com and choose your location.

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How do I use a coupon code?

During the checkout process on the website there will be a field provided for you to enter any type of coupon code you may have at the time of purchase. If the coupon code is not entered at the time of purchase, the coupon will not be honored. Please ensure that when you are entering a coupon code, that you enter the coupon code as it appears. Spaces before or after the coupon code will make it appear invalid.

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Why can’t I find a specific model online that I found at a retailer?

Models supplied to retail stores may differ in specifications from those available through Toshiba. Some models are retail models only and can only be purchased through that specific retailer. Toshiba is unable to offer these retail only models.

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Does Toshiba price match with other retailers?

No. Toshiba does not price match with retailers. We encourage customers to continue to visit toshibadirect.com for the most up to date pricing. You can also sign up to receive special offers on laptops and televisions by email by clicking here.

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If I am purchasing directly from Toshiba why is the price higher than a retail store?

Manufacturers utilize various distribution channels to reach the marketplace. Each channel is comprised of independent entities, which by US anti-trust law, are allowed to establish product price points they believe drive traffic to their marketplace. Toshiba is keenly aware of the competition within the US market and regularly offers promotions on products sold through this website. While we believe we offer a value on the wide array of products available from Toshiba, there will be times other channels sell product for a lower price.

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How do I become an authorized reseller?

Value Added Resellers (VAR) should contact an authorized Toshiba distributor (D&H, Ingram Micro, Synnex, Tech Data, etc) about the buy/sell opportunities with Toshiba Laptop or Visual Products.

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How to I place an order as a reseller?

Toshiba is authorized to sell products to end users for their personal or business use. Obtaining product for resale is available through an authorized Toshiba distribution partner.

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Order Status

How do I check my order status?

Order status can be checked online by visiting toshibadirect.com/status or by clicking on the "Order Status" link on the top header of the website. You will then be asked for your order number and account number which is located on your order confirmation email. The Order Status page is update daily at 2:00pm PST. The information presented on the Order Status page is the most up to date information we have regarding your order. A Toshiba representative will not be able to provide you with any additional information.

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When will my order ship?

Processing times for orders varies depending on the products purchased, availability, and completion of our order verification process. Please refer to the Order Status page for the most up to date estimated ship date.

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Will I receive order status emails?

Yes. You will receive multiple electronic communications from Toshiba as your order is processed:

  • Order Confirmation - Sent to you within minutes of your order being placed over the phone or online. This confirmation will provide you with your order number, account number, and order details.
  • Estimated Shipment Date - Sent to you in 1-2 business days from the date your order is placed and will provide you with the date in which we estimate we will ship your item(s).
  • Estimated Ship Date Change - If your estimated shipment date should change, we will notify you with the updated information through email. If you do not receive a Estimated Shipment Date Change email, but your estimated ship date has not passed, do not be alarmed.
  • Shipment Confirmation - Once your item(s) have shipped from our warehouse you will receive a shipment confirmation email that will provide you with the carrier and tracking information for each item. Please note that items may ship from multiple warehouse or in multiple shipments. If you receive a shipment confirmation email and it does not contain all items on your order, you will receive additional communication once the other item(s) ship.

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Why did I get a call saying you need to speak to me about my order?

It may be necessary for us to speak with you prior to processing your order. If this is the case, we will contact you by phone and/or email. In these cases, we will not be able to process your order until we speak with you.

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When will you charge my credit card?

We settle with your credit card company at the time your order ships. Authorization holds will appear on your credit card account prior to the settlement, this is normal. Authorization holds will drop off once we have settled all charges for the order.

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How will I know if my order has been cancelled?

If you order is cancelled, for any reason, you will be notified by email. You can also verify cancellations on the Order Status page.

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Return Policy

What is your return process?

All products eligible for return require a Return Authorization number, which may be requested by clicking here. Return Authorizations must be initiated within 15 days of receipt of the product. For our complete return policy, please click here.

  • Request Submitted: Once your request is submitted it will be reviewed by a Returns Specialist. If additional information is required to process your request you will be contact by phone and/or email.
  • Return Authorization Instructions: Once approved, your request will be processed and you will receive an email from returns@toshibadirect.com with your return details and instructions for returning your product(s).
  • Processing and Refund: Once your return arrives in our warehouse it will be processed and a credit issued to your original payment method in 5-7 business days. Please note, posting of your credit may take longer depending on your bank. If your credit has not posted to your credit card account and it has been more than 10 business day since your item was received by our warehouse, please contact Customer Service by email at customerservice@toshibadirect.com

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How long does it take to receive my refund?

Credits will post to your credit card in approximately 5-7 business days from the day we receive your return. Please note, posting of your credit may take longer depending on your bank.

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Can I have the refund credit posted to a different credit card?

No. We can only issue the credit to the original account charged. If the account you original used has been closed, we still must issue the credit back to the original account. Please contact your bank for additional information. We can process your credit as a check, but check processing is approximately 6-8 weeks.

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Can I return an item that has been opened?

Unused, unopened standard products, including laptops, netbooks, tablets, desktops, TV lamps, and accessories (batteries, remotes, Power adapters, etc), except those products specifically named as 'final sale' within these terms and conditions are eligible for refund or replacement, subject to a 15% restocking fee.

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How do I ship my return back to Toshiba?

All products with valid RMA authorization must be returned in original packaging and be in the same condition as Customer received them. Customer is responsible for shipping charges and risk of loss on all return shipments. Customer must use a reputable shipping carrier capable of providing proof of delivery, as well as properly packing and fully insuring the return shipment.

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I threw out my original boxes, can I still return the item(s)?

When returning a Toshiba branded product, original packaging is not required, but is highly preferred. When returning a non-Toshiba branded product ALL of the original packaging is required.

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Shipping

What shipping methods do you offer?

Toshiba offers several different shipping methods including ground, two-day and overnight. Please note that not all delivery methods are available for all products. During the checkout process you will have the option of choosing a delivery method. Toshiba uses both FedEx and UPS for delivery purposes.

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Are there any shipping restrictions?

Yes. Toshiba can only ship to Customer addresses in the 50 United States and the District of Columbia. TAIS cannot ship outside of the United States, or to Post Office Boxes, hotels/motels, RV Parks, Campgrounds, or Freight Forwarding companies/stores.

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Do you ship outside the United States?

No, Toshiba does not ship outside of the 50 United States. If you are looking for Toshiba products outside of the United States please visit toshiba.com and choose your location.

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Can I ship to an APO/FPO?

Yes. US military or government personnel may select to use a third party forwarding agent such as APO Box™ for the delivery of goods to their APO or FPO address. (For specifics about shipping to APO/FPO addresses, visit apobox.com).

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Does Toshiba require a signature for order delivery?

No. A signature is not required for delivery of Toshiba orders. UPS and FedEx drivers have the discretion to leave an item at a customers door, porch, etc if they deem it to be safe. If the carrier does not deem the area to be safe to leave the item, they will attempt to deliver an item 3 times before the item(s) are returned to sender.

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How do I get a tracking number for my order

Your tracking number(s) will be emailed to you in a Shipment Confirmation email once the items have been pick-up by the carrier. You can also obtain your tracking numbers by visiting toshibadirect.com/status

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Where will my order ship from?

Toshiba utilizes multiple warehouses which allows Toshiba to provide you the greatest availability, fastest delivery and best value.

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Will all items in my order ship together?

If you purchased more than one item, they may be delivered from multiple warehouses and appear as multiple orders. However, you will only be billed for a single delivery charge.

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Toshiba Credit Card

How do I apply for a Toshiba credit card?

If you would like to apply for a Toshiba credit card, click here.

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Whom do I contact if I have questions about the Toshiba credit card application?

You can contact the issuing bank directly at 800-808-6950. Toshiba representatives will not be able to answer questions about application or account status.

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How do I place an order with my Toshiba credit card?

Once you have been approved you will be issued a Toshiba credit card by mail. Once you receive your card you can immediately place an order online or over the phone.

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How do I contact Customer Service for my Toshiba credit card?

Toshiba credit card customer service can be reached at 800-808-6950

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Technical Support

Who do I contact for technical issues with my laptop?

For Technical Issues with a Toshiba laptop, All-in-One, Thrive tablet or related Toshiba accessories, please contact our Laptop Technical Support Center at 800-457-7777. Our Technical Support Center is available 24/7.

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How do I purchase a recovery disk for my laptop?

You can order a recovery disk for your laptop by clicking here. Before you order Recovery Media, please make sure you have exhausted your free recovery options. Most in-warranty Toshiba computers have a special hidden recovery image containing everything needed to restore your software to its factory-fresh state. Click here for instructions on using this FREE option.

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How do I create my own recovery disk for my laptop?

Most in-warranty Toshiba computers have a special hidden recovery image containing everything needed to restore your software to its factory-fresh state. Click here for instructions on using this FREE option.

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How do I check on the status of my laptop that I sent in for repair?

You can check your order status online by clicking here or by contacting Laptop Technical Support at 800-457-7777

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How to I get an accessory item replaced that is under warranty?

The Toshiba ACCLAIM Self-Service system will help you make a warranty claim for a defective Toshiba-branded computer accessory. If your Toshiba-branded accessory is less than 15 days old, and it failed, please return it to the place where you bought it.

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How do I check the status of my warranty claim order status?

You can check your order status online by clicking here or by contacting Laptop Technical Support at 800-457-7777

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Who do I contact for technical issues with my television?

For technical assistance with a Toshiba television, blu-ray, DVD player or related accessory, please contact our Consumer Products division at 800-631-3811

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Why is my hard drive smaller than what I ordered?

It is perfectly normal to see a difference in available hard drive space in comparison to the size of the hard drive. The following example is from a 750GB hard drive:


As you can see, the capacity only shows 685GB. This is completely normal and nothing to be alarmed about:

All Toshiba laptops come with a "recovery partition." This is a portion of the hard drive that contains all files needed to return the laptop to an "out of box” state. This partition is "hidden” so it cannot be accidentally deleted or modified, which would leave no way to recover the system in the event of a problem. This partition is typically around 15GB in size.

Hard drive manufacturers and Windows measure capacity in slightly different ways. Hard drive manufacturers consider 1GB to equal 1 billion bytes. Windows considers 1GB to equal 1.07 billion bytes. This small difference increases exponentially as hard drives get larger.

All hard drives, from any manufacturer will display a lower capacity in Windows than the true capacity of the drive.

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Contact Us

Toshiba is committed to providing each and every customer with a superior service experience. If you are unable to locate an answer to your question, feel free to contact us here

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