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FAQs

Where can I find my product key?

Depending on the model of your computer, the product key may be located on the bottom, under the battery, or on the back of the computer. We normally try to place the refurbisher's license near the original license. Examples of product keys:

Oldest-styleOldest-style

*When entering the 25-character product key found on above licenses, please double check each letter to ensure accuracy. It is fairly common to mistake certain characters such as the letter “B” and the number “8”.

How do I activate my Windows OS?

We do not provide support for software; this includes the operating system. However, we can and do provide links to the correct resources to answer questions related to software. In this case:

How can I create my own recovery media?

Due to restrictions and environmental concerns, we do not include CD/DVD recovery media. We do enable built-in Recovery options on the OS:

Windows 7:
  1. Turn on the computer
  2. Press F8 at the splash screen (the screen that shows HP, Dell, IBM, Lenovo, etc)
  3. Select “Repair Your Computer” and follow the onscreen prompts
Windows 10:
  1. Instructions can be found here.

This is not usable in the event of a hard drive failure. If this is not satisfactory, steps to create your own installation (clean OEM) media can be found here and steps to create your own recovery media (preserving current OS, system files) can be found here.

I have a problem with the battery, what are my options?

Due to the high volume of sales and the nature of off-lease computers, batteries are NOT covered under our warranty. However, we do offer free shipping on competitively-priced new replacement batteries. If it is not available, please contact us as some batteries may not be listed on our website at the moment.

I am getting an error message that says my OS is not authentic, what do I do?

All Windows products must be activated within a 30-day time frame. Otherwise, Windows will start displaying a message claiming the OS is counterfeit, even modifying the background to an all-black layout. To fix this issue, follow the instructions located in the How do I activate my Windows OS?

My AC adapter/charger is broken, what are my options?

We can definitely provide a replacement once we confirm the item/order is still under warranty. Please Contact Us. If the order is not under warranty, we can provide a quote for the cost of the replacement part.

My laptop/tablet cannot connect to WiFi, what do I do?

Depending on the model of the computer, a few quick checks to perform are as follows:

  1. Check for a physical WiFi switch - it may be in the off position
  2. Follow Windows troubleshooting steps here.

What does the limited warranty cover?

Full information on the limited warranty we provide with computers can be found here. Warranty Info

What is a Microsoft Authorized Refurbisher (MAR)?

We are a Microsoft partner, part of the MAR program. Dubbed "MAR's", we must fulfill certain requirements and contractual obligations to remain partnered. This entails the following:

  1. We provide legitimate product licenses acquired directly from Microsoft.
  2. Our refurbishment process follows Microsoft guidelines.
  3. Our operating system installation process follows Microsoft's requirements; this includes the recovery options provided.

What exactly is a "MAR" refurbished computer?

A MAR-refurbished computer means the unit is recertified or off-lease refurbished. This is different from factory-refurbished in that some units may contain minor cosmetic blemishes such as wear and tear.

The units are guaranteed to be 100% functional (unless otherwise stated on the listing) and go through a comprehensive quality-control process to ensure they are free of hardware and software defects prior to shipping.

A MAR-refurbished computer is also unlikely to come with physical OEM materials (e.g. OEM documents, physical recovery media). Instead, digital alternatives would be provided, as well as after-market components when needed.