Support
After the order.
Tracking, delivery, warranty and returns — and a person on the other end when the answer isn’t on this page.
The usual questions.
Written from the policies rather than around them. Where something is binding, the link goes to the binding text.
How long does a machine take to build?
Each build page carries its own build time — typically a few weeks, because every machine is assembled to order and then put through a 48-hour burn-in test before it leaves the bench. If we miss an agreed date you may set a further reasonable period, and if we miss that too you can cancel and be refunded without delay.
What is the 48-hour burn-in?
Two days of stress, thermal and memory testing on the bench after assembly. Components that are going to fail usually fail early, so this is where a bad stick of memory surfaces — here rather than at your desk in week three. The test log stays with your order.
Where do you ship, and what does it cost?
We build in Warsaw and ship across the European Union with DHL, DPD and UPS, choosing the best option for the destination. Shipping and any insurance are shown at checkout before you pay. Outside the EU, import duties, taxes and clearance fees are charged by the destination country and are the recipient’s responsibility. Full detail in the delivery policy.
What warranty do I get?
Two years on the machine as a whole — not a pile of component warranties you chase yourself. If something fails, you write to one address and we handle the rest, including the manufacturer where a part is still covered.
Can I return it if I change my mind?
A catalogue build bought as listed keeps the full 14-day right of withdrawal. A machine designed around a specification you set does not carry that right in law — and we say so in writing, before you pay, whenever it applies. Where withdrawal does apply we refund everything you paid, including standard delivery, within 14 days of being told. The binding wording is in the terms.
How do I pay?
By card, through Stripe Checkout — we never see or store your card details. Prices show VAT for your country, and you see the total before paying. For a custom build, you approve the written specification and price first; nothing is charged while a request is being discussed.
Something is wrong with my machine. What now?
Write from the email on the order with the model, what happens and when it started — a photo or a short clip helps. The engineers who built it answer, and the build record is on file with every part and every test. Repairs under warranty are handled at our cost.