How the program works

How the program works

Support


Shipping & Handling

For a limited time, fees for shipping and handling for select printers within the continental U.S. are included as part of the standard HP Trade-In Program offer for all trades totaling 20 units or less. Free shipping is excluded on all PCs and PC products, plotters, copiers, and high-end storage products. This offer is limited to one (1) trade, per customer, in a thirty (30) day period. For trades over 50 units, you will be contacted and provided with a customized quote. Our goal is to make it as easy and convenient as possible for you to return your current products to us.

After you have accepted the HP Trade-In terms and conditions, you will be presented a "shipping instructions" page which provides the instructions you will follow to return your traded-in product. Within one business day of completing your trade, an email with the subject line "HP Trade-In shipping instructions" will be emailed to the address you provided while registering. The "HP Trade-In shipping instructions email" will provide the steps for retrieving your shipping label or shipping placard. This email will contain embedded links, simply click on the link and your prepaid, pre-addressed shipping label or shipping placard will appear. A 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 trading multiple items, a link for each item will appear in the email.

You have 30 days from the day you completed your on-line trade to return the product, 90 days for server and storage products. The trade-in product must be shipped by the "Ship Date" noted on the label.

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


Need a box?

If you need to purchase a box to return your trade-in product, we suggest one of the following options:
  • Purchase boxes and packaging materials from your local UPS or Fed Ex Kinkos store
  • Order boxes and packaging materials from OnePak (www.onepak.com)


Lost shipping label

If you have lost your prepaid shipping label or shipping placard, simply refer to your shipping instructions email and click on the link to print out another label or placard. If you have lost your shipping instructions email, please contact customer service with the following information for a replacement:

  • Name
  • Address
  • Email address
  • Quote number


Packing guidelines

Please follow these shipping tips when sending a product back for return:

  • Before you ship your product, you agree to remove all data from your current product before shipping it. You are responsible for removing all data, including without limitation, any personally identifiable information or protected healthcare information, from your current product before shipping it. By sending Market Velocity your product, you agree to release Market Velocity and HP from any claim as to the data stored in such product, or in any media or data storage device included with any product that you send to Market Velocity, and for the security, integrity, confidentiality, disclosure or use of any such data. Market Velocity and HP will not be responsible for securing, protecting, keeping secret or otherwise managing any form of data or information that is stored on or otherwise contained in any product that you send to Market Velocity (including any computer hard drive, ROM, CD-ROM, disk or other storage media of any form).
     
  • When packaging your device, be sure to include your operation system software on CD or diskette, the Certificate of Authenticity, end-user license agreement and manuals.
     
  • If your system was shipped with a restore CD, each of the above items will be on the restore CD, and not packaged separately.
     
  • Please ensure you include any documentation and accessories that originally was shipped with your device, these items could include: warranty cards, keyboard, mouse and connection cables.
     
  • Failure to include these items will impact the value of your trade.
     
  • If trading other peripherals or accessories as a separate trade, please package those items separately with their own shipping label.
     
  • If you need to purchase a box to return your trade-in product, we suggest one of the following options:

    • Purchase boxes and packaging materials from your local UPS or Fed Ex Kinkos store
    • Order boxes and packaging materials from OnePak (www.onepak.com)

     
  • Wrap the item(s) using, bubble-wrap, or other packing supplies around fragile item(s). Include all components of the product for return.
     
  • Package the item(s) in a sturdy cardboard box designed specifically for shipping. To prevent theft during shipping, pack item(s) in a sturdy non-descriptive box using cushioning materials to keep the product secure during shipment.
     
  • Shipping tape that is 2-3 inches wide should be used. We do not recommend using masking or cellophane tape. 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.
     
  • Attach the prepaid shipping label to the outside of the package. Use a piece of clear shipping tape over the top of the label. It is important to use our shipping label, as it will be used to expedite tracking, identification and increase the speed of your return processing.
     
  • Call your local carrier, per the instructions on your shipping instructions email, to have your product picked up; or drop off the package at a regional shipping location. A store locator list for Federal Express shipments is available by clicking here.
  • Be sure to keep the tracking number for proof of return.
     
  • You have 30 days from the day you completed your on-line trade to return the product, 90 days for server and storage products. Once the label is printed, the trade-in product must be shipped by the "Ship Date" noted on the label.
     
  • If you follow the above packing guidelines and instructions, the product should arrive in the same condition as when it left your site. If the product is damaged during shipping and there is visible damage to the packing materials (box is dented, ripped, smashed, etc.), Market Velocity will take responsibility for resolving any claims with the courier. If the packing is in tact, but the product is not in the condition stated by you in the quote process, Market Velocity will contact you directly to discuss the product's condition and recalulate the quote value. In the event there is no trade value due to the condition of the product, you will be responsible for all associated costs for recycling the product. If you choose to have the product shipped back to you, you will be responsible for all fees associated with shipping to Market Velocity and for shipping the product back to you.



Tracking

To track a package, click here, then select Package Tracking. There you can find a real time status of any package shipped via Federal Express. Carriers use tracking numbers to identify and trace packages as they move through the carrier's systems to their destinations. To track a package, enter your tracking number in the appropriate box, and then click the Submit button. If the package has been delivered, you will see who signed for the package, its destination, and time of delivery.


Receipt of product notification

When your item arrives at our facility, we will contact you via email to confirm the date that we received your item.


Differences in product condition

Please see our Terms and Conditions.


De-installation services

Market Velocity offers, for a variable fee, de-installation services for products being traded-in. Please email customer service. Our customer service representative will gather your specific requirements concerning your de-installation needs and prepare a customized fee schedule.


Erasing and backing up data

Before you ship your product, you agree to remove all data from your current product before shipping it. You are responsible for removing all data, including without limitation, any personally identifiable information or protected healthcare information, from your current product before shipping it. By sending Market Velocity your product, you agree to release Market Velocity and HP from any claim as to the data stored in such product, or in any media or data storage device included with any product that you send to Market Velocity, and for the security, integrity, confidentiality, disclosure or use of any such data. Market Velocity and HP will not be responsible for securing, protecting, keeping secret or otherwise managing any form of data or information that is stored on or otherwise contained in any product that you send to Market Velocity (including any computer hard drive, ROM, CD-ROM, disk or other storage media of any form).

When packaging your device, be sure to include your operating system software on CD or diskette, the Certificate of Authenticity, end-user license agreement, and manuals.

If your system was shipped with a restore CD, each of the above items will be on the restore CD, and not packaged separately. Please ensure you include any documentation and accessories that originally was shipped with your device, these items could include: 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.


Data left on returned products

Please refer to our Terms and Conditions page.


Combining items in a trade

You have the ability to submit several items at one time in order to receive one check. After completing Step 1 ("Tell Us About Your Current Products"), simply enter the additional product to the quote section and choose the "add to quote" button.