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Frequesntly Asked Questions
Shipping
- Do you ship to my country / internationally?
- Can you use my UPS / FedEx / DHL account for shipping?
- Do you offer blind-ship or drop-ship services?
- Do you offer combined shipping?
- Tell me more about "Free Shipping" service?
- How long will it take for my order to arrive?
- Can you ship my item overnight?
- On the tracking number, last update was "Electronics Shipping Info Received". Where is my item?
- On the tracking number, last update was "Item Left Sorting Facility". Where is my item?
Data Recovery Tools
- Are the HddSurgery real or counterfeit HddSurgery tools?
- What tools do you recommend for a start-up Data Recovery Shop?
- Does the platter swap tool work with multi-platter drives? How about Brackets?
- What are the differences between 8-piece and 16-piece head exchange tools?
Discounts
- Other supplier has the same PCB for a little cheaper. Can you match the price?
- Other supplier has the same HDD for a little cheaper. Can you match the price?
- Where can I find a coupon code for your website?
- Would I be able to negotiate a price with you for an item I need?
- Can I get a discount for purchasing multiple items at once?
- Do you offer any discount programs? Can you describe them?
Services
- I am interested in Free Adaptation Service. How do I proceed?
- I am interested in Free Diagnostics Service. How do I proceed?
- What if I have purchased a PCB or HDD from someone else?
- What happens if the PCB is not the issue with my hard drive?
- What happens if the PCB is not the only issue with my hard drive?
- Do you check my data once the Free Adaptation Service is done?
- Can you backup my data for me once the Free Adaptation Service is finished?
- How long does the Free (Adaptation or Diagnostics) Service take?
- Do you offer an emergency service?
- Do you offer data recovery service?
RMA
- How long do I have to return my item if I do not like it?
- I want to exchange my item for another. Is it possible?
- I had opened the hard drive / soldered circuit board / modified firmware. Can I return the item?
- It's been over 30 days after my purchase. Can I still return the item?
- What is the procedure and steps of returning a no longer wanted or faulty item?
- Once the RMA is created, how long do I have to ship you the item?
- Who pays for return shipping? Can you provide a return label?
- When will I receive the money back after I return you the item?
- I did not receive a full refund? Why?
Shipping
Q. Do you ship to my country / internationally?
A. Every item in our online store is available for international shipping via USPS, FedEx & DHL
Q. Can you use my UPS / FedEx / DHL account for shipping?
A. Absolutely can. Simply contact us and make arrangements with customer service.
Q. Do you offer blind-ship or drop-ship services?
A. Yes we do. Making arrangements with customer service would ease this process.
Q. Do you offer combined shipping?
A. Combined shipping is calculated automatically, once all of the desired items are added to cart.
Q. Tell me more about "Free Shipping" service?
A. We will use USPS First Class or Air Mail for item delivery via Free Shipping service. For International customers, it may take a long time for delivery, and there are no tracking updates once the item leaves sorting facility. There are no refunds for lost or stolen items processed under “Free Shipping” option. We highly recommend using a more reliable shipping service for International deliveries, such as FedEx or DHL to ensure fast and reliable delivery.
Q. How long will it take for my order to arrive?
A. Because we offer many difference services for customers worldwide, there is a large variety in delivery times. Please contact us to get a very specific shipping quote and delivery times.
Q. Can you ship my item overnight?
A. If you are located in United States or Canada, we offer a FedEx Overnight and Priority International services. Items shipping with those services are delivered next day. Otherwise Priority International should have your item delivered within 2 business days.
Q. On the tracking number, last update was "Electronics Shipping Info Received". Where is my item?
A. This message means that the USPS courier did not scan the item on dispatch. Your item is still on the way, but tracking information may take some time to update. It might not even update days after item is delivered. This is the issue with delivery courier and not Donor Drives. If your item was shipped Internationally, via USPS First Class or Priority mail, which do not support tracking information, there will be no updates until the item is delivered. The number you may receive is not an actual tracking number, but a Customs number designated to securely pass thru international borders.
Q. On the tracking number, last update was "Item Left Sorting Facility". Where is my item?
A. Your item has dispatched a USPS sorting facility and is now in transit to your country. Unfortunately USPS does not provide tracking after this point for both First Class and Priority services. Your item is still on its way, there is just simply no way to know its exact location. That is exactly why we recommend avoiding USPS International First Class or Priority services.
Data Recovery Tools
Q. Are the HddSurgery real or counterfeit HddSurgery tools?
A. These are real HddSurgery tools, manufactured for us by HddSurgery in Serbia.
Q. What tools do you recommend for a start-up Data Recovery Shop?
A. If you are planning to perform mechanical recoveries, then you must have our 16-piece head exchange tool kit. This is a great universal tool, which will help you in 99% of physical recovery cases. It is not the best tool for every single case, but definitely gives a flexibility to perform a mechanical head exchange recovery on majority of hard drives. In cases with stuck spindle, damaged motor or bearing – see our platter exchange tool. That tool works for laptop and desktop size hard drives with single or multiple platters, which do not have brackets. For more professional head or platter exchange tools, see HddSurgery tools.
Q. Does the platter swap tool work with multi-platter drives? How about Brackets?
A. Tool works for laptop and desktop size hard drives with single or multiple platters, which do not have brackets.
Q. What are the differences between 8-piece and 16-piece head exchange tools?
A. The 16-piece head exchange tool kit is a better quality set of tools with more features, besides the fact that it can be used with more variety of hard drives. It fits much better, and due to large base, stays firmly in the HDA. The pin restricts the tool from sliding out, and gives an ability to easily rest a removed HDA on a table. If you plan to purchase a tool and use it more than 1-2 times, then 16 piece tool is a definitely a better choice.
Discounts
Q. Other supplier have the same PCB for a little cheaper. Can you match the price?
A. We do not advertise nor guarantee such service. You can, however, send us information about a competitor listing and we will try to match the price. Please keep in mind that we offer free adaptation service, PCB Swap Manual, and technical support along with the product.
Q. Other supplier has the same HDD for a little cheaper. Can you match the price?
A. We do not advertise nor guarantee such service. You can, however, send us information about a competitor listing and most likely we would be able to match or beat the price.
Q. Where can I find a coupon code for your website?
A. We occasionally send newsletters with coupons to our subscribers.
Q. Would I be able to negotiate a price with you for an item I need?
A. Our prices are generally not negotiable, but if you’re an end-user looking for a one-time deal you can contact us regarding your inquiry. Otherwise, you might be interested in our Discount Program, if you are planning to purchase multiple items.
Q. Can I get a discount for purchasing multiple items at once?
A. You might be interested in our Discount Program, if you are planning to purchase multiple items.
Q. Do you offer any discount programs? Can you describe them?
A. You might be interested in our Discount Program, if you are planning to purchase multiple items. Our discount program is very simple. Purchase the plan you like, and within 24 business hours we will assign a storewide discount to your account. You will also get an email notification, acknowledging you of an assigned discount. The next part is just to log in to your account and see discounted prices.
Services
Q. I am interested in Free Adaptation Service. How do I proceed?
A. Please follow these steps. Make sure to fill out, print and sign the service form and send it along with your media device.
Q. I am interested in Free Diagnostics Service. How do I proceed?
A. Please follow these steps. Make sure to fill out, print and sign the service form and send it along with your media device.
Q. What if I have purchased a PCB or HDD from someone else?
A. Our Adaptation Service is $60 if you have purchase a PCB from another supplier. Please note, that some supplier may offer a free “Chip Swap” service. Donor Drives offers much more than that: Diagnostics, Reprogramming PCB or Swapping Firmware Chip, Checking Logical Access, Checking HDD for bad sectors.
Q. What happens if the PCB is not the issue with my hard drive?
A. If the PCB is not the issue, we will gladly issue a refund for it. There is a 15% restocking fee if you did not reserve a PCB, but “returned” for the service. If we are not able to process your service for any reason we will provide you with an option to send your hard drive to one of our data recovery partner companies. In case you decide to decline our offer(s), you will only be billed for shipping back.
Q. What happens if the PCB is not the only issue with my hard drive?
A. If the failure is not significant, we will provide a quote for our service. We will also provide you with an option to send hard drive to one of our data recovery partner companies. In case you decide to decline our offer(s), you will be billed for shipping back. Unless already paid, you will also be billed for the circuit board used for the service.
Q. Do you check my data once the Free Adaptation Service is done?
A. We check logical access. That means we will check whether or not your hard drive is accessible for read/write processes by using professional equipment. In order to keep our customer’s privacy we will not share, view, copy or otherwise distribute private data which may be located on your hard drive, unless otherwise instructed. If you need an extra insurance on safety for your important data please inquire us about our Professional Extraction Service.
Q. Can you backup my data for me once the Free Adaptation Service is finished?
A. We offer a professional data extraction service. Often after hard drive has been serviced, clients are still unable to access data due to different logical failures that occur when hard drive first fails. For example, logical volume won't open and ask to format hard drive, missing data or no data at all, hard drive "not initialized", etc.
We will use a professional data recovery software and hardware tools to extract data from your media device, and make sure that all data is fully intact. Your data can be either extracted unto a Brand New External Hard Drive you can purchase separately, or it can be kept on our server until your serviced hard drive arrives back to you and you are able to extract the data personally.
Q. How long does the Free (Adaptation or Diagnostics) Service take?
A. Average turnaround time for diagnostics is 24-48 hours. Adaptation service takes 48-72 hours.
We also offer an emergency service for a $90 fee. We will perform diagnostics and adaptation as soon as media is received.
Q. Do you offer an emergency service?
A. We offer an emergency diagnostics & adaptation service for a $90 non-refundable fee which will be performed as soon as your media is received.
Q. Do you offer data recovery service?
A. No. We work with few data recovery companies on a daily basis, who we refer our customers to, in case there is a need for such service.
RMA
Q. How long do I have to return my item if I do not like it?
A. You have 30 days after purchase to return a product that you no longer want or need. Returns are not accepted for international orders shipped out via USPS First Class or Priority services.
Q. I want to exchange my item for another. Is it possible?
A. We do not currently accept any exchanges. You must separately purchase another product that you desire, and obtain RMA / return the one you no longer want.
Q. I had opened the hard drive / soldered circuit board / modified firmware. Can I return the item?
A. No. We do not accept returns on any modified, opened, or damaged items.
Q. It's been over 30 days after my purchase. Can I still return the item?
A. Our customer service might make an exception if there was a problem with on-time delivery. Please contact us for clarification.
Q. What is the procedure and steps of returning a no longer wanted or faulty item?
A. Create a new RMA. Wait approximately 24 business hours for RMA approval or call us to get an instant approval. Once approved, print out RMA slip, package your media carefully, and include RMA slip. Send it to the RMA address provided via a traceable courier service. Once we receive the RMA, allow 24-48 hours for us to process a credit to your account. We reserve the right to assess a 15% restocking fee if the item is found to be in proper working condition.
Q. Once the RMA is created, how long do I have to ship you the item?
A. You have 10 days to return the item after RMA has been created. Please provide a tracking information for your shipped out RMA request once available.
Q. Who pays for return shipping? Can you provide a return label?
A. Buyer is responsible for return shipping. No return labels will be provided.
Q. When will I receive the money back after I return you the item?
A. Allow 24-48 hours for us to process a credit to your account.
Q. I did not receive a full refund? Why?
A. If the item is received in a working condition, we will refund your payment minus the return shipping charges and 15% restocking fee. That means you were refunded the remaining amount.
