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Frequently asked questions

Somebody asked and then somebody else asked again. And as more people were asking we have decided to put these questions together and answer them so nobody has to ask again. But feel free to ask if something is still unclear! (Warning: you will have to do 10 push-ups if the question is already answered here ;) )

How Can I Check the Status of My Order?

Customers can check the status of their order 24/7 online by visiting Gear-Up’s account area. In the event is has already been shipped, you will have received a tracking number along with the courier provider and you can check the status directly on their website. They will contact you prior to delivery to arrange a convenient time and date for delivery. Customers can also contact a Gear-Up customer service team member by [email]. Please have your email confirmation, invoice and order number for us to locate your order

Track Your Order

Gear-Up does offers a direct tracking system for customer orders.
All customers can trace their order by logging into their account or simply use their email ID and the order number.
You can check the progress of your order here.

Can I Pick Up the Goods at a Local Gear-Up Location?

At this time, Gear-Up does not have a local pickup outlet for customer orders. All orders must be placed online and are received via one of our shipment carriers. Shipment is available as well via Cash on Delivery basis. Contact our customer service representatives for more information.

How Long Will it Take to Receive My Product?

Gear-Up has contracted with several of the world’s leading shipment carriers to ensure you receive your components as fast as possible.Your order will be delivered to you in 2-4 working days.All products are received at Gear-Up’s warehouse every Sunday and Wednesday. Orders are processed the same day and shipped out via courier providers. Contact a customer service team member for an exact delivery estimate for your order.

How Do I Pay for My Order?

Gear-Up customers can pay for their order right through the Gear-Up shopping cart. After you select your items, click on the My Cart or My Box icon at the top of the page. You will automatically be redirected to the cart’s checkout feature. From there you can change the quantity of the items selected, remove an item, empty your entire cart or proceed with your purchase. When you select “Checkout”, you will automatically be redirected to a payment and delivery process screen through our secure server. Gear-Up accepts the payment options currently offered through our secure payment provider.Visit our Payments page for more information about our payment policies and procedures.

Will I Receive a Confirmation for My Payment?

All Gear-Up orders are provided with an invoice. This invoice will have a Gear-Up confirmation number which you can use to track your order. For more information about your order confirmation visit the Customer Service page. Once payment is received you will receive a payment confirmation from our secure payment provider as well.

Can I Use My Credit/Debit Card to Pay for My Purchase?

Yes. Currently Gear-Up accepts all major credit/debit card carriers including Discover, American Express, MasterCard and Visa. Learn more about payment methods by visiting our Payments and Delivery page.

Are there any duties?

There are no duties in the UAE, however please, kindly note that international shipping outside the UAE may incur local duties, taxes, brokerage or other local government or 3rd party fees, which are not included in the freight quote. Those fees are sole responsibility of the customer (consignee) of the goods. Please, check your local laws pertaining to customs fees, duties and taxes.

I Do Not Like What I Ordered. Can I Return It?

You can return items to Gear-Up if they are unsatisfactory. In order to qualify for a return, your product must be sealed in the original packaging. First contact the customer service via email to agree on the conditions of the return. We will not accept any shipments returned without prior notice. Return the item to Gear-Up customer service along with all accompanying materials, your invoice and warranty provided. Gear-Up adheres to a strict return/exchange policy and all items must request a return within three days of the invoice date. Learn more about our Returns/Exchange policy by visiting here.

How Can I Exchange My Products?

If you wish to exchange a product with Gear-Up, you will need to contact a customer service team member and request an exchange. Team members are available by email or by visiting the Customer Service page. In order to exchange the item, it cannot be opened or tampered with. Some items do not qualify for a return/exchange. Learn more about our policies by contacting a customer service techie or visiting our Return/Exchange page.

How Long is the Warranty on My Product Good For?

Gear-Up offers a one-year warranty on all products sold through the Gear-Up site. The warranty is in effect from the date listed on your invoice. If your product requires repair, the standard warranty provided by the supplier/manufacturer will apply. All warranties through Gear-Up apply within the limits of UAE unless specified otherwise. We will assist with the claim process with the manufacturer.

How Do I Claim a Defect for My Product Received?

If you receive a defective product from Gear-Up, contact a customer service immediately. Please have your invoice and warranty information to provide the customer service team member with the necessary information. We will facilitate a replacement/repair request from the manufacturer/distributor on your behalf. Learn more about our warranty and product information by visiting our Terms and Conditions page.

How Can I Check the Status of My Claim?

To check the status of your claim, contact a Gear-Up customer service team member by email. Please have your order number on hand. For orders sent directly to the manufacturer, we will provide you with the correct contact information to request a claim status from the manufacturer/distributor directly.

My Product Arrived in Bad Condition. What Do I Do?

Please check the packaging upon delivery and report any tear or opening to the courier and then file a claim. It is your responsibility to make sure you receive the package in good condition. If a product arrives DOA (or Dead on Arrival), the product will need to be returned directly to the manufacturer/distributor. From there the responsible party will analyze and test the failed product to determine if it can be repaired or if it needs a full replacement. Learn more about our DOA policy by reading our Terms and Condition page or contacting a customer service team member via email.

How Do I Shop On Gear-up.me?

It is very easy and intuitive: Browse the categories to select items you want. Add it to the cart and continue shopping. Once all you need is in the cart, go to check out. Fill in delivery address, contact details and select payment method. Once you complete order you will receive confirmation. Depending on our delivery cycle you will receive shipping details with tracking number once we ship your order.

Can I Pick Up the Goods at a Local Gear-Up Store? Do You Have a Showroom?

At this time, Gear-Up does not have any showroom. All orders must be placed online and are received via one of our shipment carriers.
If you wish to collect your order personally, please contact our customer service team here for details.
Gear-up.me Team is now intensively working on opening a local showroom in UAE where we will have the best selling items ready for immediate pickup. Please bear with us. It will be announced soon.
In the meantime, you can visit us in our 

How Can I Check the Status of My Order?

Customers can check the status of their order 24/7 online by visiting Gear-Up’s account area or visiting tracking page. In the event is has already been shipped, you will have received a tracking number along with the courier provider and you can check the status directly on their website. They will contact you prior to delivery to arrange a convenient time and date for delivery.
Customers can also contact a Gear-Up customer service team member by [email]. Please have your email confirmation, invoice and order number for us to locate your order.

How Can I Purchase The Items Which are “On Request”?

Some of the products are not always available at our preferred suppliers. But we will be happy to check with them the availability of specific requested product and come back to you as soon as possible with actual price and availability. Kindly send us ([email protected]) item number or link and we will do the necessary and update you on availability. 

Can I Cancel My Order?

At Gear-up.me we understand that you might change your mind sometimes and decide to cancel your order. In case we receive a cancellation notice and the order has not been processed/approved by us, we shall cancel the order and refund the entire amount. (In case that the purchase was done through our secured payment gateway there is cancellation fee on the payment gateway provider as well).
Gear-Up.me will not be able to cancel orders that have already been processed and shipped out by us for, hopefully, obvious reasons. We have the full right to decide whether an order has been processed or not. 

Can I get any discount or wholesale price?

Our prices which are displayed on the website are usually final and the best we can offer for single piece purchase. If you are planning to purchase bulk quantity (usually more than 10pcs) shoot us an email and we will review the price and try to put together some nice offer. 

I found a cheaper price at other local website but I prefer quality service from Gear-up.me. Can you match the price?

We are always up for a challenge and if you find some components cheaper at any other local UAE e-store just let us know and we will do our best to match or - even better - beat the price. We can't promise it is always possible but we will try!  

Are you running any promotions?

There are promotions and bundle offers time to time. The best way to be informed on all current offers is to subscribe to our newsletter here or join us on our Facebook page where we are posting all special offers.

How do I login?

Click “Sign in” on the upper right corner of any page of Gear-up.me or here.  

I forgot my password, what do I do?

Click "Sign in" on upper right corner of any Gear-up.me page (or here), then click "Forgot your password?" and enter the email address you used to register. We will send you an email with instructions for resetting your password.

Do I have to be registered?

No, you don’t have to be registered. Select “Checkout as guest” at checkout website. 

What are the benefits of being registered user?

As a registered user you can enjoy the following benefits:
- Have your information ready pre-filled for your orders - save your time during each shopping with us.
- Receive members-only discounts and special deals updates - by registering to our newsletter you get access to our special offers, alerts to the latest hot arrivals, exclusive "Gear-up only" products and bundles. All with the latest news from the world of IT.
- Collect reward points with every order to redeem discounts - Once you are registered there are several activities which are rewarded by Gear points which can later bne used to receive discounts.
- Have your orders under control 24/7 with easy tracking. 

Are all products new?

Yes. Gear-up.me is selling only 100% new, genuine and originally packed items. Even for the build PC’s, you will receive all the original packaging with all included accessories. All products are sold with a 1-year warranty as per UAE law.

How do I know that my requested product is available?

All products on our website which showed “In stock” are available and will be shipped to you according to our delivery cycle. 

Out of stock product is showing “Expecting in x days”. How can I purchase it?

These products are expected to be available in shown time. In some cases (high demand items) might happen that items are sold out very quickly and it does not reach our stock. Please contact us and we will investigate the possible availability and try to book it for you with our suppliers.

Is ordering on Gear-up.me secure?

Yes it is. We've implemented all internet shopping security standards to make sure that you have a secure shopping experience at Gear-up.me.
Our site is secured by a 256 bit SSL certificate from GeoTrust.
We chose Firehost as our hosting partner due to their reputation for highly secure, PCI Compliant Hosting.
Our payment provider uses Mastercard's MiGS payment gateway that is used by a number of institutions globally for online payment processing.

What can I expect to receive in the newsletter?

You will be among the first customers to be informed about newly released products, special deals or discount codes. We are sending out interesting updates and discount offers approximately twice a week. It's always a good stuff only! No spam. That's our promise!  

Can I unsubscribe if I stop being interested in your newsletter?

Of course, every email we send out has "unsubscribe" link at the end of the message. 2 clicks and you are out of our list. 

Can you build the PC for me?

Yes. We will be more than happy to build your PC for you. We are offering the "build service" for free with following Free benefits:
 Free Compatibility check
 Free Compatibility warranty (In case any of the components will not work together, we change it for you only with price adjustment)
 Free assembly
 Free 24hour stress test
You have two options:
1) Either use out PC configurator by selecting one of the PCs 
here.
2) Select your own configuration and place the order on our website. Once you complete the payment send us the number of your order with “Build request”. We will confirm it back to you and once we receive the parts we start immediately with the building process. We will contact you once your PC is ready to arrange a smooth and easy delivery.

How long it will take for the PC to be assembled?

It depends on actual work flow at the moment you place the order. Usually it take between 3 - 5 working days as we never compromize on the quality of our service. Your PC will be assembled by dedicated professional who will proceed with 24hrs stress test to ensure that all parts are working perfectly without any hickups. After that it will has to past Quality Assurance inspection and once that is done it will be carefully packed and shipped to you by door-to-door courier service. You can always call our customer supprot for exact update. Ask for James who is the head of PC assembly department and will give you full update. 

I'm using configurator but some components that I want are not listed in the option. Can you add them?

Sure, that is not a problem. Simple send an email to our customer support team and mention what PC are you configuring and what item you would like to add there. We will add it immediately as long as it is compatible with all other components.  

Are my selected items compatible?

If you are not sure whether items you have selected will work together without limits, don’t hesitate to send us your list and we will check it for you. Or if you place all the items to your shopping cart on our website and send us your email registered with us we will check it via our system.
If there will be any compatibility clash we will offer you an alternative solution. 

Are all the items new?

Yes, all items are brand new and in original packaging. Once we build the PC for you we will deliver it to you together with the original boxes and all included accessories. All products are sold with a 1-year warranty as per UAE law.

Can You Install Selected Software To My PC?

We don’t sell and install any software besides OS Windows to your customized builds. We can only advise you where to purchase and download selected software up to you request. 

Are my selected items compatible?

All items are compatible with one another, our configurator has a restriction system where the item cannot be selected when it is not compatible or will compromise the mounting capability of the system. 

The items that I want in the PC is/are not in the options?

Send us an email requesting the item/s that you want to put in the option, once we confirm the compatbility, we will immediately put it on the options for you to select.

What is the warranty for the PC'S?

We are providing 1-year special limited store warranty for our systems, this means that if one of the components is confirmed defective, we will immediately replace that item instead of letting you wait for 2 to 4 weeks for a standard warranty claim procedure. 

I am having issues with the system

Kindly contact us if you have an issue with the system, our team will assist you via phone call or TeamViewer to diagnose the issue, if the issue cannot be resolved remotely, then we will collect the system from you to have it fixed in our operations department. 

I do not know how to configure a PC

At the bottom of every PC configurator page, you will find guidelines on how to configure your system based on your needs.  

How Do I Pay for My Order?

Gear-Up customers can pay for their order right through the Gear-Up checkout. After you select your items, click on the My Cart icon at the top of the page. You will automatically be redirected to the cart’s checkout feature. From there you can change the quantity of the items selected, remove an item, empty your entire cart or proceed with your purchase.
When you select “Checkout”, you will automatically be redirected to a payment and delivery process screen through our secure server. Gear-Up accepts the payment options currently offered by our secure payment provider.
Payment options:
 Secured credit card payment
 Easy Instalments by Payfort
 Paypal
 Bank transfer
 Cash-On-Delivery (COD) – only in UAE and for order up to AED 1,000,- only
Visit our Payments page for more information about our payment policies and procedures.

What is the limit for Cash-On-Delivery?

There are two limits for COD:
1) For orders of SDS products only there is a limit of 5,000AED
2) For orders of the standard products, we had to limit our Cash on Delivery (COD) amount by 1,000AED, as we've experienced several cash on deliveries, when people ordered expensive machines and were unable to pay upon delivery, which created us immense problems with returns. There are no exceptions. 

Will I Receive a Confirmation for My Payment?

All Gear-Up orders are provided with an invoice. This invoice will have a Gear-Up confirmation number which you can use to track your order. For more information about your order confirmation visit the Customer Service page. Once payment is received you will receive a payment confirmation from our secure payment provider as well.

How can apply for installments?

We have hassle-free installment service provided by Payfort. It is an easy way to get the latest and the most advanced pieces of IT components. It involves just 5 easy steps and you don‘t need to call your bank. Your transaction will be converted by your bank into monthly installments within 3 to 5 working days. For more detailed information visit our Easy Installment page.

Can I Use My Credit/Debit Card to Pay for My Purchase?

Yes. Currently Gear-Up accepts all major credit/debit card carriers as MasterCard and Visa. Learn more about payment methods by visiting our Payments and Delivery page

I have tried to pay my order with a credit card but it was not successful. Can you help?

Please note that the transaction was refused by your bank possibly from these two reasons:
- your card is not authorized for online payment
- your card online limit is not sufficient to cover the transaction
Kindly please talk to your bank to resolve the situation.

How can I pay from outside of UAE?

We are intensively working on more options for our customers outside of UAE. Currently there are three options:
 Credit card payment
 Paypal
 Bank Transfer – don’t forget to include shipping costs. Kindly contact [email protected] for details

How Can I Do The Bank Transfer?

There are 2 options to transfer the amount:
 Free option - deposit the amount in cash on any branch on NBAD to our account, we will receive it instantly and confirm the same. You can find the branch closest to you here

 Paid - bank transfer, through your online banking, add our account to your list and transfer the amount, the charges depend on your banking package
By paying the down-payment you agree to Terms and Conditions of Gear-Up.me as published on the site.

I am uncomfortable ordering online, can you help me to feel more secure?

Absolutely! Give us a call on +971 56 338 8642 and we'll do our best to address your concerns. Alternatively, drop us an email and we will be happy to answer all your questions there. You can as well read about us so you know who you are dealing with. And if you want to meet us you can come to see us at our office here

How Long Will it Take to Receive My Product?

Gear-Up has contracted with several of the world’s leading shipment carriers to ensure you receive your components as fast as possible. Your order will be delivered to you in 2-4 working days. All products are received at Gear-Up’s Dubai warehouse every Sunday and Wednesday.
Orders are processed the same day and shipped out via courier providers. In order to take advantage of this shipping cycle please place your order:
- no later than Monday 5pm for Wednesday Shipping
- no later than Thursday 5pm for Sunday Shipping
UAE shipments will be delivered next day once shipped. International customers please kindly add 2-3 working days for courier delivery once shipped.

How is my order packed?

We are aware of sensitivity of goods we are selling. Besides of original packaging we do an extra wrap in bubble foil on all items where mechanical damage can occur. Then depending on size of the order we use either boxes or standard Speedex plastic bags with “Fragile” stickers to ensure your order will arrive to you in excellent condition. 

Is the price I pay at your website final?

There are no duties in the UAE, however please, kindly note that international shipping outside the UAE may incur local duties, taxes, brokerage or other local government or 3rd party fees, which are not included in the freight quote. Those fees are sole responsibility of the customer (consignee) of the goods.
Please, check your local laws pertaining to customs fees, duties and taxes.

What Is The Price For My INTERNATIONAL Shipping?

Cost of international shipping is automatically calculated on our website. Please add all your items to your shopping cart on our website and then go to check out. Select your country of delivery and it will automatically calculate your shipping cost based on the weight of your items.

Who is your shipping partner in my country?

We are using Speedex around UAE. For international shipping Speedex transfers the shipment to local partners:
- Oman – Aramex
- KSA – Aramex
- Bahrain – Speedex
- Qatar – Aramex
- Kuwait – Speedex
- Jordan – Aramex
- Lebanon – Aramex
For other countries please contact our customer service here.

What if the specified courier doesn’t show up to deliver the product?

In case the courier doesn’t call or show up at the day of delivery, please, call the courier’s call center to arrange delivery time. Heve your tracking # ready. Contact details are below:
- UAE – Speedex, +971 4 285 3939
- Oman – Aramex, +968 (24) 473000
- KSA – Aramex, +966 () 920027447
- Bahrain – Speedex, +973 1 7294520
- Qatar – Aramex, +974 (4) 4200100
- Kuwait – Speedex, + 965 2431 4506
- Jordan – Aramex, +962 (6) 5358855
- Lebanon – Aramex, +961 (1) 517012
For other countries you will receive the tracking details once we ship your order. 

What does it mean Today Shipping (TS)?

We are offering Today Shipping (TS) on our website. Look for the bestselling products marked by our TS logo and get them shipped to you today. Once the order is placed and paid before 8pm, we process it and ship it the same day. It means you’ll be able to use and enjoy your IT components faster than ever.

Are There Only Specific Products That Qualify For This Particular Offer?

Only products with the TS stamp on them qualify for the same day shipping option. Look for the TS logo at the product pages.

Is there a specific time that I have to complete my order in order to get it shipped the same day?

Yes, you have to place the order before 8PM to have it shipped on that same day. For Saturday the cut off time is 4pm. And we do not deliver on Friday.

How does it work when I choose both TS and non-TS items?

You can have the TS item and non-TS item shipped together at the regular times or you can choose to have the order split up to get the TS item shipped the same day and the non-TS at the regular shipping time. There will be additional shipping cost to it. 

Do I have to pay twice for shipping, if the order is split into two for TS and non-TS items to be shipped separately?

Yes, you have to pay the shipping twice.

How Long is the Warranty on My Product Good For?

Gear-up offers a one-year store warranty on all products sold through the Gear-up site as per local law. The store warranty is in effect from the date listed on your invoice. If your product requires repair, the standard warranty provided by the supplier/manufacturer will apply. All store warranties through Gear-up apply within the limits of UAE unless specified otherwise. We will assist with the claim process with the manufacturer. Some of the products have extended manufacturer warranty (2 or more years) so if anything happened with your product after 12 months you have to contact local manufacturer's service center.

Can I get extended warranty?

We offer extended 2years free store warranty on all PC builds assembled by Gear-up.me PC Team. If you wish to extend the store warranty for any other stand-alone product please contact our support team here for more details.  

How Do I Claim a Defect of My Received Product?

Our products are all 100% genuine and in original packaging. However, on rare occasions, an accident might happen. If you receive a defective product from Gear-Up, contact a customer service immediately. Please have your invoice ready to provide the customer service team member with the necessary information. We will facilitate a replacement/repair request from the manufacturer/distributor on your behalf. Learn more about our warranty and product information by visiting our Terms and Conditions page.

How Can I Check the Status of My Claim?

To check the status of your claim, contact a Gear-Up customer service team member by email or by phone. Please have your order number at hand and include it in the email

My Product Arrived in Bad Condition. What Do I Do?

Our products are all 100% genuine and in original packaging. For shipping, we give it an extra wrap or a box to make sure it is delivered in perfect condition. However, on rare occasions, an accident might happen. Please check the packaging upon delivery and report any tear or opening to the courier and then file a claim. It is your responsibility to make sure you receive the package in good condition.
If a product arrives DOA (or Dead on Arrival), the product will need to be returned directly to the manufacturer/distributor. From there the responsible party will analyze and test the failed product to determine if it can be repaired or if it needs a full replacement. Learn more about our DOA policy by reading our Terms and Condition page or contacting our customer service team member via email.

I Do Not Like What I Ordered. Can I Return It?

You can return items to Gear-Up if they are unsatisfactory. In order to qualify for a return, your product must be sealed in the original packaging. First, contact the customer service via email to agree on the conditions of the return. We will not accept any shipments returned without prior notice. Return the item to Gear-Up customer service along with all accompanying materials, your invoice and warranty provided. Gear-Up adheres to a strict return/exchange policy and all items must request a return within three days of the invoice date. Learn more about our Returns/Exchange policy by visiting here.

How Can I Exchange My Products?

If you wish to exchange a product with Gear-Up, you will need to contact a customer service team member and request an exchange. Team members are available by email or by visiting the Customer Service page. In order to exchange the item, it cannot be opened or tampered with. Some items do not qualify for a return/exchange. Learn more about our policies by contacting our customer service expert or visiting our Return/Exchange page.

Are There Any Returning Fees?

We understand that sometimes customers can change their mind and want to return the goods (in case all return conditions are met – read above). It is connected with several logistical actions and therefore we charge a restocking fee which covers these actions. Please note that as well our Secured Payment Gateway provider charges fees for any credit card payment cancelation.

Extended Warranty

You can purchase an extended warranty on most of the products. It can be purchased at the moment of ordering the goods or any time during the time of standard warranty period. Please contact our customer service team member via email.

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