Satisfaction Guarantee and Return Policy

Your satisfaction is our #1 goal; every product we sell is backed by the manufacturer's warranty as well as FrostyComputer's satisfaction guarantee for most products. If a product you purchase fails to meet your needs, please review the information below and return it to us within 30 days of receipt, and we will be pleased to arrange an exchange, refund, repair or replacement (if available). We offer direct in-warranty and out-of-warranty support on MSI products. Lifetime support/ repairs available, at a repair cost on MSI laptops, please contact us for help. MSI tech support 24/7 hotline: 1(888)447-6564

Please note that there may be a 15% restocking fee for returning non-defective systems that have been opened, used, missing components, or in an unsaleable condition due to customer tampering. Original shipping fees paid to the shipping carrier are not refundable on non-defective returns.

MSI factory refurbished products
Our refurbished products come directly from MSI as refurbished/ Open Box. Our refurbished products come with a 180-day MSI North America warranty direct from MSI.
Each product is inspected to meet our quality standards and are internally tested before shipping ensure what you receive is 100% working and perfect.

Shipping:

If placing an order of $400 or more thru Newegg, a signature will be required to receive the order. Please provide a delivery address where someone will be present M-F during business hours, 9am-6pm, to sign for the package. 3 delivery attempts will be made to the specified address on file to obtain a signature. If a package is unable to be delivered after 3 attempts, the package will be returned to us or held at a UPS pickup location, and the original shipping fees we paid to the carrier cannot be refunded to you.

Please note: For security purposes, once your order has been placed online with the selected delivery address, Newegg will NOT allow the shipment to be re-routed, changed, or picked up from UPS/ Fedex location.

Return Procedure

All returned products will be thoroughly inspected and a determination will be made if eligibility and conforming requirements are met. Please verify the product you are returning meets the below guidelines and qualifies for return to avoid any delay in, or denial of, processing your return. Return processing may take up to 3 business days from the time your product is received.

Inspection Criteria

Products must be in the original manufacturers packaging, and shipped securely.
Products must be complete with any standard certification labels (UL listing, capacity, brand name, UPC code) originally placed and not tampered with.
Product serial number, or any similar identification numbers, must match the serial number on the package or invoice ( We maintain serial number tracking).
Products must be free from damage of any type, including, but not limited to dents, scratches, cracks, abuse, defacement or indication of removed screws/fasteners or seals.
Products so labeled with a security seal, must have the seal intact and not tampered with.
Return Shipping

For your protection, we recommend that you insure your return and use a traceable carrier that can provide you with delivery confirmation. Signature confirmation is typically NOT required on returns. Lava/Frostycomputers shall not be responsible for items returned that are lost or damaged in transit. Postage and handling charges, both to and from our warehouse will be paid by the customer, and are non-refundable. At our discretion, Lava/ Frostycomputers may reimburse shipping charges related to the return or exchange of defective products inside the U.S. only.

Feedback
Returns Policy
124 Ratings (85% Positive)

To rate this seller or report a problem, please use the link provided in the order confirmation email or the order history section located in your account settings.

On-Time
Delivery
94.39%
Product
Accuracy
93.46%
Customer Service
Satisfaction
85.96%
Bo S.
Ordered on 4/22/2020
5/7/2020 8:57:37 PM

The laptop arrived in almost pristine condition. Small chip in the screen almost dead center is slightly annoying, but other than that its an amazing machine.

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  • Didn't contact
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Sol K.
Ordered on 12/4/2017
On time delivery
4/23/2020 1:21:36 PM

Great seller!!! would definitely buy from them again.

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Chris F.
Ordered on 3/20/2020
Awesome experience
4/3/2020 1:47:36 PM

Laptop was in new condition with all stickers and protective plastics in place . I ordered the laptop on Friday at 10:30 a.m. it arrived at my house at 3:30p.m. Saturday and I did not get special shipping thank you frostys and new egg.

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Anonymous
Ordered on 1/2/2020
Great customer service
1/14/2020 12:24:15 PM

I was missing the bracket on the back side of the motherboard I ordered. I emailed the company that sold it, was asked to send pictures, and they had a label printed with the missing parts same night. I am very pleased seeing this is the first build I am doing with my daughter and she is really excited to play some modded Minecraft and now she can play fortnite on something other than console. Thanks again. Sincerely very happy customer.

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John M.
Ordered on 11/6/2019
11/12/2019 7:44:13 PM

Still waiting on a response about my problems I head

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Thomas F.
Ordered on 9/17/2019
Good Monitor, But..
10/3/2019 4:44:42 PM

This is a very good monitor, but it has one problem. There is one dead pixel that is near the right of the screen. I guess you get for what you pay for...

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  • Didn't contact
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Anonymous
Ordered on 8/8/2019
Good Monitor but mine came with a scratch on the back :{
8/16/2019 2:47:48 AM

Monitor was described as Like New condition i have a 3 inch scratch down the back of the monitor i would send it back but i have a lot of bad product/RMA with this build i'm just going to deal with the scratch.

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Silvia C.
Ordered on 7/3/2019
Looks like new
8/1/2019 4:14:24 PM

The main reason for the 4 stars was because it took close to two weeks to arrive and when it arrive was missing the AC adapter, CS was great they reply me back in the same day and processed an order for the missing part but it took another week

  • No
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Corey F.
Ordered on 4/29/2019
Poor customer service
6/11/2019 12:04:03 PM

Sticker on the box and computer says 120 gz moniter. In small letter below it says "optional". It's a laptop that doesn't make any sense. Wanted a 120 gz moniter and for 1700 dollars I should have one. I didnt notice until outside the 30 day return window but an exception should have been made. I would not recommend New Egg or Frosty computers.

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Jeremy B.
Ordered on 5/25/2019
5 Based on Communication and Customer Service
6/6/2019 1:24:48 PM

Ultimately I purchased a refurb computer that had a problem with the graphics card and needed to be returned. HOWEVER, throughout the entire process, even before the computer was shipped, Ben answered all my questions, was very quick and friendly in replying , and very helpful in the quick and easy return process. Disappointing the computer didn't work, but service couldn't have been better.

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Christopher H.
Ordered on 5/15/2019
Suprised by frostcomputers
5/31/2019 9:39:42 AM

I was surprised by the condition of the computer and also not so surprised that the computer didn't come EXACTLY as describe, it came with a 256 gb m.2 and not a ssd hdd installed but i'm still overall satisfied with my purchase because the condition was like new.

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  • Didn't contact
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Sabir A.
Ordered on 5/4/2019
5/21/2019 10:12:52 AM

I love this product. As described 10/10

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Jerome T.
Ordered on 4/28/2019
Extremely please with the item purchased!!
5/13/2019 2:07:54 PM

Highly recommend this seller, Quickly shipped, Well packaged too. :)

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Nicholas O.
Ordered on 3/18/2019
Cool monitor. Over priced.
4/3/2019 5:23:42 AM

There is something severely odd and buggy about it. I had to spend hours playing with the color settings to make it look ALMOST normal.

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  • Didn't contact
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Ramon C.
Ordered on 12/30/2018
Thanks You made my Son Happy!
1/14/2019 10:49:22 AM

Great Product , out of bo I have it connected to vive pro with all setting on extreme! WORK BEUTIFULL

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Anonymous
Ordered on 10/30/2018
Frostycomputers Delivered!
11/15/2018 7:02:18 AM

I was hesitant to purchase a "refurbished" monitor, but the price was too good to not take the chance. The monitor arrived in original packaging with all accessories and manuals. I am not sure what was refurbished, but the monitor is like brand new. No scratches, marks etc. Everything works as it should and most surprising to me is there are no stuck or dead pixels. The 24" monitor this 32" replaced has had a stuck pixel since day 1 so I am very pleased. Thank you Frostycomputers. I would recommend this Newegg Marketplace seller and would purchase from again.

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  • Didn't contact
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Daniel M.
Ordered on 9/13/2018
Good refurbished product - like new
9/27/2018 3:06:05 PM

Got my gaming laptop at refurbished price but new quality, nothing else to say.

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  • Didn't contact
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Gustavo T.
Ordered on 9/2/2018
Great product!!
9/18/2018 4:18:49 PM

Laptop in perfect condition. As if new. It is really powerful. Thank you.

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Josh R.
Ordered on 8/11/2018
Great Experience So Far
9/7/2018 11:15:59 AM

Product arrived on time, works like a charm. It's a bit loud, but nothing worse than an Xbox One's fans cooling it down.

  • Yes
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  • Didn't contact
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Travis M.
Ordered on 8/12/2018
Refurbished Product. Would never notice.
8/22/2018 11:28:18 AM

Refurbished GS63 Stealth Pro - 252 Couldn't even tell it was ever used. Saved me about $500 (35%) for the purchase and I would do it again. Great product, Shipped fast, well packaged. Above all expectations for a refurbished product, extremely happy. Even sent a free gift (Steelseries Mouse Pad - Diablo 3) Nice touch to pair with a great product. 5 Stars 1 Purchase doesn't 100% solidify but I would give them another chance to impress without hesitation.

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  • Didn't contact
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