Advantage of AlienChat

AlienChat gives you the best of both worlds – the ease and convenience of shopping online combined with the personal attention of an in-store associate. AlienChat agents are available to assist you in real-time so you can find the perfect Alienware system to fit your needs. Through AlienChat we can answer all your questions, including:

• Configuring the right system

• Payment and shipping options

• Contests and promotions

• Web site navigation

FAQ (Frequently Asked Questions)

1. Does AlienChat provide Techincal Support?

Unfortunately AlienChat does not offer technical assistance though our online chat. For technical assistance please contact our technical support department 24 hours a day via phone by calling 1-866-287-6727 or you can e-mail technical support at support@alienware.com

2. Where can I receive order status information?

You can check the status of your order by logging onto the Alienware web site. Then click on the Order Status option and use your order number and e-mail to check on your status. You may also contact Alienware's Order Status department via e-mail by writing to order_status@alienware.com

3. How can I contact customer service?

You can contact our support department by calling 1-866-287-6727. They are available Mon - Fri 10:00 am - 7:00 pm EST. You can also e-mail Customer Service at support@alienware.com

4. Where can I find my tracking number?

When your system ships your tracking number will be e-mailed to the e-mail address listed on your account. You may also contact customer service once your system ships for your tracking number. Alienware Americas currently uses Federal Express for most of the shipments, including those for new systems and parts replacements. Click here to visit the FedEx website. You can contact our support department by calling 1-866-287-6727. They are available Mon - Fri 10:00 am - 7:00 pm EST. You can also e-mail Customer Service at support@alienware.com

5. What locations does Alienware ship to?

Alienware Americas ships international orders using Fed-Ex International Priority, covering countries located in the Americas, Caribbean and US territories.
Alienware Europe services all other regions using DHL courier services.
International shipping charges will be calculated by Alienware at the time of sale. No duties, taxes and/or applicable international and/or governmental tariffs are calculated or charged by Alienware at the time of sale.
Customers are solely responsible for any shipping costs, as well as duties, taxes and/or international and/or governmental tariffs that may be incurred from the international transit of any part or system for repair.
Important: These extra costs will have to be paid by the customer at time of delivery as required by their respective country's customs and/or governmental agencies.

6. Are there places Alienware cannot ship to?

Currently there are location restrictions for shipping you can find them by clicking here. We also do not ship to P.O. Boxes

7. Does Alienware ship A.P.O.?

Yes, Alienware will ship computers to the specified APO or address. The following are Alienware's terms for APO shipping:
1. The system will ship from our corporate headquarters to the APO main hub in New York City via the United States Postal Service. Then the Army Post Office will take over. The system should be received 3 to 4 weeks after it arrives at the New York City hub.

8. Where can I find Alienware’s current offers?

If you still do not own an Alienware system,
we have a web page where you can learn more about our current promotions. Click here to visit Alienware Special Offers.
Alienware always strives to find new ways to pass along savings to its customers. Please check the promotions regularly as the content of this page changes often. Alienware will honor one rebate/promotion per order.
If you want to upgrade your Alienware computer:
All Alienware computer owners can purchase parts and components directly from our Customer Service department.

9. Who can I contact about replacement parts?

In order to learn about the status of a part replacement, you may contact our Customer Service department and provide our representatives the account information. You can contact our support department by calling 1-866-287-6727. They are available Mon - Fri 10:00 am - 7:00 pm EST. You can also e-mail Customer Service at support@alienware.com

10. I purchased my system from Best Buy who do I contact for assistance?

Currently we are pending an official answer to this question.