Getting Started
First time users
Trade-in Program Deadlines
Confirmation message
Multiple locations
 
General Services
Shipping
Shipping your trade-in product
Lost shipping label
Packing guidelines
Tracking

Payments and Pricing
Typographical errors
Check Delivery
Missing checks

Trade-in Products
Recycle/Disposal
Determining Product Condition

Customer Service and Support
Via Email
Submitting Feedback
Canceling a Trade
 
GETTING STARTED

First time users

Make your new purchase even more affordable!

Step 1 - Enter your product information and receive an instant trade-in value.

Step 2 - Provide your contact information, and we send you a pre-paid, pre-addressed shipping label.

Step 3 - Package your trade-in product, use the shipping label emailed to you, and receive a check for the trade-in value approximately 45 days from the time your product is received and inspected. Electronics Exchange is a US and Canada program only.

Trade-in Program Deadlines

The following are list of important dates and deadlines to participate.

1. Quote Value – The quote value is valid for 30 days from the date you complete your trade online
2. Sending in your trade-in product – You will receive within one business day of completing your trade online instructions on how to send in your trade-in product. Follow the instructions provided and ship your product within 30 days of completing your trade online.
3. Receiving your check - Your check will be issued approximately 45 days after the receipt and inspection of your product.

Confirmation message
You will receive a Confirmation Email message upon successful online trade completion. We recommend that you keep a copy for your records. This message will contain instructions on the next steps to complete your transaction.

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Multiple Locations
If you have multiple locations for the products you are trading in, please email eecustomerservice@marketvelocity.com.
 
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GENERAL SERVICES
 
Shipping
 
Shipping Methods
It is important to use our shipping label or shipping placard, as it will be used to expedite tracking, identification and processing.

Within one business day of completing your trade, an email with the subject line Electronics Exchange shipping instructions will be emailed to the address you provided while registering. The Electronics Exchange shipping instructions email will provide the steps for retrieving your shipping label or shipping placard. The Electronics Exchange shipping instructions email will contain embedded links, simply click on the link and your prepaid, pre-addressed shipping label or shipping placard will appear. A Microsoft window will direct you on how to print out your label or placard. Print two copies, and attach one to the shipment of your trade-in product and retain the second copy for tracking purposes.

If you are shipping multiple items, please package each item individually and use the appropriate label/placard for each item. It is important to use the correct shipping label/placard for each individual item, as the label/placard is used to expedite tracking, identification and increase the speed of processing.
 
You have 30 days from the day you completed your online trade to return the product.

If you experience technical difficulty in printing these items or you lose your shipping instructions email, please contact Customer Service.

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Lost shipping label
If you have lost your prepaid shipping label, simply refer to your shipping instructions email and click on the link to print out another label or placard. If you are experiencing difficulty printing your label contact Customer Service . 

You are responsible for packing your current product so it arrives in an undamaged condition and all product(s) must be in the condition stated by you in this transaction.

-    When packaging your product, be sure to include applicable installation or system software on CD or diskette, the certificate of authenticity, applicable end user license agreements, and manuals.

-    Please ensure that you include any documentation and accessories that were originally shipped with your product. These items could include, but are not limited to: warranty cards, keyboard, mouse, and connection cables. Failure to include these items will impact the value of your trade. If you do not have these items, please contact Customer Service for further assistance.

-    Package the item(s) in a sturdy cardboard box designed specifically for shipping using cushioning materials such as bubble wrap to adequately protect your products. If you require boxes, they can be purchased at Kinko’s, FedEx, The UPS Store or online at onepak.com.

-    Tape all edges on the sides, top, and bottom to make sure there are no rough edges that could be snagged by automated mail processing equipment. We do not recommend using masking or cellophane tape. Shipping tape that is 2-3 inches wide should be used.

-    Attach the prepaid shipping label to the outside of the package. Use a piece of clear shipping tape over the top of the label.

-    Call FedEx ground at 1-888-777-7330 or drop off the package at a regional shipping location. Be sure to keep the tracking number for proof of shipment.

-     Products must be shipped within 30 days of the transaction in order for quoted value to remain valid.                

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Tracking
You can find real time status of any package shipped via Federal Express by going to www.fedex.com  and entering the tracking number provided on your shipping label.

Payments and Pricing

Typographical errors
In the event that a product is listed at an incorrect value due to a typographical error or miscalculation by the database, Market Velocity shall have the right to refuse or cancel the transaction within seven calendar days after the date of the trade (see Terms and Conditions).

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Check delivery
All checks are mailed via the U.S. Postal Service to the address designated in your transaction. Market Velocity, Inc. will issue your check approximately 45 days after receipt and inspection of your product.

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Missing checks
If you do not receive your check within the check delivery period listed above, please contact Customer Service so that we can research the issue for you.

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TRADE-IN PRODUCTS

Recycle/Disposal

All products we receive are refurbished and resold, or disposed of under applicable Environmental Protection Agency guidelines.

Determining Product Condition
How do I determine the condition of my product?

The product is in excellent working condition and needs no refurbishment. Regular maintenance has been performed on the product in accordance with manufacturer recommendations. The body of the product is clean (i.e., no smudges, ink marks, dents, stickers, or scratches.
If so, choose Excellent.

The product is free from technical problems. (i.e., it does not make noise or run slowly, is not missing pieces, does not have excessively worn parts, etc.) The body of the product has only minor blemishes. (i.e., smudges, ink marks, dents, stickers, or scratches).
If so, choose Good.

The product has no major technical problems; it turns on and is in working condition but has cosmetic defects.
If so, choose Poor.

Product conditions for Printing Devices:

The printer is in excellent working condition and needs no refurbishment. The printer has been maintained within manufacturer’s suggested schedules, feeds paper properly, and has excellent print quality. The case of the printer and trays are clean (i.e., no smudges, ink marks, dents, stickers, or scratches) and are intact (i.e., no cracks, broken or missing pieces).
If so, choose Excellent.

The printer is in good working condition and needs only minor parts (rollers or separation pads) for refurbishment. The printer has been maintained within manufacturer’s suggested schedules. The printer has no technical problems (i.e., paper feeds properly from primary trays and does not jam, has no unusual noises, has excellent print quality, and has properly functioning control panel.) The case and trays of the printer have only minor blemishes. (i.e., smudges, ink marks, dents, stickers, or scratches). The case of the printer and trays are intact (i.e., no cracks, broken or missing pieces).
If so, choose Good.

The printer has no major technical problems. The printer powers on, is in working condition, and can produce a test page. The printer has minor cosmetic defects and may have one or two cracked, broken or missing pieces that do not affect performance.
If so, choose Poor.

The printer has major technical problems (will not produce a test page, and/or will not power on, and/or will not feed paper through machine, and/or has a malfunctioning control panel). The case of the printer has large cracks, is missing most of the original trays, and/or has broken or missing pieces.
If so, not eligible for trade-in. 

CUSTOMER SERVICE and SUPPORT

Email
eecustomerservice@marketvelocity.com

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Submitting feedback
Your comments and suggestions are important to us. Let us know what you think about the TradeUps program by completing the form under Feedback.

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Canceling a trade
In the event you wish to cancel your trade, simply send an email that includes your name and quote number to Customer Service requesting that your trade be canceled.  We will send you an email confirming the cancellation. You may be asked, but not required, to provide a reason as to why you opted to cancel the trade.

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