{"id":"newegg","page":"https://escalate.alexgaoth.com/#/c/newegg","html":"https://escalate.alexgaoth.com/c/newegg/","generated":"2026-10-15","company":{"id":"newegg","name":"Newegg","aliases":["newegg.com","newegg marketplace"],"sector":"retail","website":"https://www.newegg.com","account_url":"https://secure.newegg.com/orders/list","official_domains":["newegg.com"],"security":{"never_asks":[{"kind":"policy","claim":"\"Newegg never puts a support callback number in an order, shipping or account notification.\" Newegg also says \"We don't ask you to call to cancel an order.\"","source":"https://kb.newegg.com/knowledge-base/spotting-a-fake-phone-number-in-a-newegg-email","last_verified":"2026-10-13"},{"kind":"policy","claim":"\"We never ask for your full card number, your account password, a one-time verification code, or gift cards\" and \"we never ask to install remote-access software on your computer.\"","source":"https://kb.newegg.com/knowledge-base/spotting-a-fake-phone-number-in-a-newegg-email","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Scammers place an order so that a real Newegg email (order confirmation, shipping notice, gift message or returns update) carries a fake \"helpline\" number typed into a field such as Ship To. Callers then ask for card details to \"reverse the charge\", a gift card purchase, or remote-access software. Do not call any number in the email; sign in to Newegg to check the account.","source":"https://kb.newegg.com/knowledge-base/spotting-a-fake-phone-number-in-a-newegg-email","last_verified":"2026-10-13"}],"report_phishing":[{"id":"report-phishing-email","type":"email","label":"Forward a suspicious email that claims to be from Newegg, then delete it","value":"help@service.newegg.com","purposes":["fraud"],"source":"https://kb.newegg.com/knowledge-base/spotting-a-fake-phone-number-in-a-newegg-email","last_verified":"2026-10-13"}]},"regulators":["ftc"],"notes":"Newegg sells its own stock and Marketplace items from third-party sellers. Marketplace items are covered by each seller's return policy, and the seller answers return requests; the policy on the product page for a Marketplace item \"is the seller's policy — not Newegg's.\" Each product's Warranty & Returns tab shows its refund window, replacement window and policy. Newegg's current return policy uses the labels 15 Days, 30 Days, 90-Day Refreshed, Final Sale, Manufacturer Warranty Only and Non-Returnable.","channels":[{"id":"customer-service-phone","type":"phone","label":"Newegg Customer Service (orders, returns, feedback)","value":"+1-800-390-1119","hours":"Mon-Fri 6:30 AM-5:00 PM PT; closed Saturday and Sunday","purposes":["refund_request","damaged_item","lost_package","late_delivery","billing_error"],"source":"https://kb.newegg.com/knowledge-base/call-customer-service","last_verified":"2026-10-13"},{"id":"live-chat","type":"chat","label":"Newegg live chat","value":"https://kb.newegg.com/contact-us","hours":"7 days a week, 6:00 AM-5:00 PM PT","purposes":["refund_request","damaged_item","lost_package","late_delivery","fraud"],"notes":"The Call Customer Service article lists weekend chat hours as Sat-Sun 6:30 AM-3:30 PM PT, which conflicts with the 7-days 6:00 AM-5:00 PM hours on the contact page.","source":"https://kb.newegg.com/contact-us","last_verified":"2026-10-13"},{"id":"order-history","type":"portal","label":"Order History (Refund or Replace, Delivery Issues, Contact a seller)","value":"https://secure.newegg.com/orders/list","purposes":["refund_request","damaged_item","lost_package"],"access":"login","notes":"Guests use Find Your Order instead of signing in.","source":"https://kb.newegg.com/knowledge-base/returning-an-item","last_verified":"2026-10-13"},{"id":"manufacturer-directory","type":"portal","label":"Newegg manufacturer contact directory (warranty support)","value":"https://www.newegg.com/d/Info/ContactManufacturer","purposes":["warranty_claim"],"source":"https://kb.newegg.com/knowledge-base/contacting-the-manufacturer","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"live-chat"},{"rung":"supervisor","channel":"customer-service-phone"},{"rung":"written_complaint"},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"public","regulator":"bbb"}],"playbooks":[{"issue":"refund_request","summary":"Check the item's return window on its Warranty & Returns tab, then request Refund or Replace in Order History; Marketplace items follow the seller's policy.","evidence":["order number","item's return policy label","photos if defective"],"steps":[{"do":"Open Order History, click Refund or Replace, choose the item and a reason, and submit. Days left to return show in orange with a return-by date.","channel":"order-history"},{"do":"Ship it with the RMA number on the package before the return label expires (14 days). Large items such as TVs need a carrier pickup arranged through Customer Service.","channel":"customer-service-phone"},{"do":"For a Marketplace item, start the return the same way; the seller responds directly. Confirm the seller's terms first."},{"do":"If Newegg or the seller refuses a refund you are owed, dispute the charge with your card issuer."}],"facts":[{"kind":"deadline","claim":"Return periods by label: 15 Days (PC accessories, notebooks, monitors, tablets, desktop PCs, home audio and video, projectors and similar); 30 Days (all other products not listed); 90-Day Refreshed (refund or replacement within 90 days of delivery).","issues":["refund_request"],"source":"https://kb.newegg.com/knowledge-base/return-policy-2","last_verified":"2026-10-13"},{"kind":"limit","claim":"Final Sale (open-box) items get a replacement only if they arrived damaged or defective and you contact Customer Service within 15 days of delivery. Manufacturer Warranty Only items are handled by the manufacturer. Non-Returnable items include office supplies, software, ink and toner, warranty service and digital games.","issues":["refund_request","damaged_item"],"source":"https://kb.newegg.com/knowledge-base/return-policy-2","last_verified":"2026-10-13"},{"kind":"fee","claim":"\"A 15% restocking fee may apply to select product categories\", such as opened hard drives, motherboards, graphics cards, projectors and TVs. New, unopened returns and items received damaged or defective are not charged the fee.","issues":["refund_request"],"source":"https://kb.newegg.com/knowledge-base/return-policy-2","last_verified":"2026-10-13"},{"kind":"fee","claim":"Items up to 50 lb get a free return label; heavier items get free return shipping only if defective or damaged. When a non-defective or wrong item is returned for a refund, Newegg may deduct the return shipping cost. Return labels expire after 14 days.","issues":["refund_request"],"source":"https://kb.newegg.com/knowledge-base/return-policy-2","last_verified":"2026-10-13"},{"kind":"process","claim":"Returns are \"typically processed within 2 business days\" after Newegg receives them. Refunds go to the original payment method, or by check to the billing address if that method is no longer valid.","issues":["refund_request"],"source":"https://kb.newegg.com/knowledge-base/refund-process","last_verified":"2026-10-13"}]},{"issue":"damaged_item","summary":"Report damage within 15 days of delivery with the order's Delivery Issues button and photos of the item and box.","evidence":["order number","clear photos of the item and the shipping box"],"steps":[{"do":"Within 15 days of the delivery date, open the order and click Delivery Issues. Include clear photos of the item and the shipping box.","channel":"order-history"},{"do":"If asked to return the item, use the free return label that Newegg emails."},{"do":"If you cannot use the online form, contact live chat.","channel":"live-chat"}],"facts":[{"kind":"deadline","claim":"Damaged, missing or not-received items must be reported \"within 15 days of the delivery date\" through Delivery Issues on the order. For damage, \"Include clear photos of both the item and the shipping box\".","issues":["damaged_item","lost_package"],"source":"https://kb.newegg.com/knowledge-base/reporting-a-delivery-issue","last_verified":"2026-10-13"}]},{"issue":"lost_package","summary":"If tracking says delivered but nothing arrived, or items are missing, report it within 15 days of the delivery date.","evidence":["order number","tracking history"],"steps":[{"do":"Within 15 days of the delivery date, open the order and click Delivery Issues. File other items in the order as a separate request.","channel":"order-history"},{"do":"If Newegg does not resolve it, dispute the charge with your card issuer."}],"facts":[{"kind":"deadline","claim":"The 15-day window from the delivery date also applies when \"tracking says delivered, but you never received the package\" and when items are missing from a package.","issues":["lost_package"],"source":"https://kb.newegg.com/knowledge-base/reporting-a-delivery-issue","last_verified":"2026-10-13"}]},{"issue":"warranty_claim","summary":"After the return window, use the manufacturer's warranty from the product's Warranty & Returns tab; for Marketplace items, contact the seller.","evidence":["order number","serial number","description of the fault"],"steps":[{"do":"Find the manufacturer's contact on the product's Warranty & Returns tab or in Newegg's manufacturer directory.","channel":"manufacturer-directory"},{"do":"For a Marketplace item, contact the seller first.","channel":"order-history"}],"facts":[{"kind":"policy","claim":"\"Most products sold on Newegg are covered by both Newegg's return policy and the product manufacturer's warranty.\" For some items, warranty support beyond the return policy comes from a third-party service provider named on the Warranty & Returns tab.","issues":["warranty_claim"],"source":"https://kb.newegg.com/knowledge-base/contacting-the-manufacturer","last_verified":"2026-10-13"}]}],"known_blockers":["Returns and delivery-issue reports start in Order History, which needs the account holder's sign-in (guests use Find Your Order).","Contact Customer Service before refusing a delivery so the refund is not delayed."]},"playbooks":{"refund_request":{"company":{"id":"newegg","name":"Newegg","sector":"retail","website":"https://www.newegg.com","account_url":"https://secure.newegg.com/orders/list"},"issue":{"id":"refund_request","name":"Refund request"},"playbook_source":"company","summary":"Check the item's return window on its Warranty & Returns tab, then request Refund or Replace in Order History; Marketplace items follow the seller's policy.","evidence":["order number","item's return policy label","photos if defective"],"steps":[{"do":"Open Order History, click Refund or Replace, choose the item and a reason, and submit. Days left to return show in orange with a return-by date.","channel":{"id":"order-history","type":"portal","label":"Order History (Refund or Replace, Delivery Issues, Contact a seller)","value":"https://secure.newegg.com/orders/list","purposes":["refund_request","damaged_item","lost_package"],"access":"login","notes":"Guests use Find Your Order instead of signing in.","source":"https://kb.newegg.com/knowledge-base/returning-an-item","last_verified":"2026-10-13"}},{"do":"Ship it with the RMA number on the package before the return label expires (14 days). Large items such as TVs need a carrier pickup arranged through Customer Service.","channel":{"id":"customer-service-phone","type":"phone","label":"Newegg Customer Service (orders, returns, feedback)","value":"+1-800-390-1119","hours":"Mon-Fri 6:30 AM-5:00 PM PT; closed Saturday and Sunday","purposes":["refund_request","damaged_item","lost_package","late_delivery","billing_error"],"source":"https://kb.newegg.com/knowledge-base/call-customer-service","last_verified":"2026-10-13"}},{"do":"For a Marketplace item, start the return the same way; the seller responds directly. Confirm the seller's terms first."},{"do":"If Newegg or the seller refuses a refund you are owed, dispute the charge with your card issuer."}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Newegg Customer Service (orders, returns, feedback)","value":"+1-800-390-1119","hours":"Mon-Fri 6:30 AM-5:00 PM PT; closed Saturday and Sunday","purposes":["refund_request","damaged_item","lost_package","late_delivery","billing_error"],"source":"https://kb.newegg.com/knowledge-base/call-customer-service","last_verified":"2026-10-13"},{"id":"live-chat","type":"chat","label":"Newegg live chat","value":"https://kb.newegg.com/contact-us","hours":"7 days a week, 6:00 AM-5:00 PM PT","purposes":["refund_request","damaged_item","lost_package","late_delivery","fraud"],"notes":"The Call Customer Service article lists weekend chat hours as Sat-Sun 6:30 AM-3:30 PM PT, which conflicts with the 7-days 6:00 AM-5:00 PM hours on the contact page.","source":"https://kb.newegg.com/contact-us","last_verified":"2026-10-13"},{"id":"order-history","type":"portal","label":"Order History (Refund or Replace, Delivery Issues, Contact a seller)","value":"https://secure.newegg.com/orders/list","purposes":["refund_request","damaged_item","lost_package"],"access":"login","notes":"Guests use Find Your Order instead of signing in.","source":"https://kb.newegg.com/knowledge-base/returning-an-item","last_verified":"2026-10-13"}],"facts":[{"kind":"deadline","claim":"Return periods by label: 15 Days (PC accessories, notebooks, monitors, tablets, desktop PCs, home audio and video, projectors and similar); 30 Days (all other products not listed); 90-Day Refreshed (refund or replacement within 90 days of delivery).","issues":["refund_request"],"source":"https://kb.newegg.com/knowledge-base/return-policy-2","last_verified":"2026-10-13"},{"kind":"limit","claim":"Final Sale (open-box) items get a replacement only if they arrived damaged or defective and you contact Customer Service within 15 days of delivery. Manufacturer Warranty Only items are handled by the manufacturer. Non-Returnable items include office supplies, software, ink and toner, warranty service and digital games.","issues":["refund_request","damaged_item"],"source":"https://kb.newegg.com/knowledge-base/return-policy-2","last_verified":"2026-10-13"},{"kind":"fee","claim":"\"A 15% restocking fee may apply to select product categories\", such as opened hard drives, motherboards, graphics cards, projectors and TVs. New, unopened returns and items received damaged or defective are not charged the fee.","issues":["refund_request"],"source":"https://kb.newegg.com/knowledge-base/return-policy-2","last_verified":"2026-10-13"},{"kind":"fee","claim":"Items up to 50 lb get a free return label; heavier items get free return shipping only if defective or damaged. When a non-defective or wrong item is returned for a refund, Newegg may deduct the return shipping cost. Return labels expire after 14 days.","issues":["refund_request"],"source":"https://kb.newegg.com/knowledge-base/return-policy-2","last_verified":"2026-10-13"},{"kind":"process","claim":"Returns are \"typically processed within 2 business days\" after Newegg receives them. Refunds go to the original payment method, or by check to the billing address if that method is no longer valid.","issues":["refund_request"],"source":"https://kb.newegg.com/knowledge-base/refund-process","last_verified":"2026-10-13"}],"rules":{"in_force":[{"id":"ftc-junk-fees-rule","title":"FTC Rule on Unfair or Deceptive Fees (live-event tickets and short-term lodging)","citation":"16 CFR part 464 (90 FR 2066, January 10, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"Since May 12, 2025, any business that offers, displays or advertises a price for live-event tickets or short-term lodging (for example hotels, motels and inns) must show the total price, including all mandatory fees, more prominently than other pricing information. Only government charges, shipping and optional add-ons may be left out, and those must be disclosed before the consumer pays. Misrepresenting any fee is prohibited.","source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464","last_verified":"2026-10-12","points_omitted":5,"points":[{"kind":"policy","claim":"A business may not misrepresent the nature, purpose, amount or refundability of any fee, or the identity of the good or service the fee is charged for.","issues":["billing_error","refund_request"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.3","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"live-chat","type":"chat","label":"Newegg live chat","value":"https://kb.newegg.com/contact-us","hours":"7 days a week, 6:00 AM-5:00 PM PT","purposes":["refund_request","damaged_item","lost_package","late_delivery","fraud"],"notes":"The Call Customer Service article lists weekend chat hours as Sat-Sun 6:30 AM-3:30 PM PT, which conflicts with the 7-days 6:00 AM-5:00 PM hours on the contact page.","source":"https://kb.newegg.com/contact-us","last_verified":"2026-10-13"}},{"index":1,"rung":"supervisor","channel":{"id":"customer-service-phone","type":"phone","label":"Newegg Customer Service (orders, returns, feedback)","value":"+1-800-390-1119","hours":"Mon-Fri 6:30 AM-5:00 PM PT; closed Saturday and Sunday","purposes":["refund_request","damaged_item","lost_package","late_delivery","billing_error"],"source":"https://kb.newegg.com/knowledge-base/call-customer-service","last_verified":"2026-10-13"}},{"index":2,"rung":"written_complaint","candidate_channels":["customer-service-phone"]},{"index":3,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"public","regulator":{"id":"bbb","name":"Better Business Bureau","level":"nonprofit","when_to_use":"Use when a business did not resolve a complaint and you want a neutral intermediary and a public record on the business's BBB profile. BBB is a nonprofit, not a government agency, and cannot force the business to act.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint with BBB","value":"https://www.bbb.org/file-a-complaint","purposes":["poor_service","refund_request","billing_error","damaged_item","warranty_claim"],"notes":"Script-driven page. bbb.org robots.txt disallows automated access to /file-a-complaint/*. Sign-in is offered to follow complaints; it is not confirmed whether it is required to file.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"id":"bbb-directory","type":"web_form","label":"Find your local BBB","value":"https://www.bbb.org/bbb-directory","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"BBB is a nonprofit organization. It is not a government agency and holds no regulatory power.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"deadline","claim":"BBB forwards the complaint to the business, usually within two business days.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"kind":"process","claim":"BBB contacts the business, asks for a response and acts as a neutral intermediary. It does not take sides and cannot force a business to act.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"The complaint becomes part of the business's public BBB profile.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"You do not have to contact the business before filing, but your local BBB will encourage it. Conciliation and mediation are voluntary; arbitration needs a contract clause or a signed agreement to arbitrate.","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"notes":"BBB has no phone number on its national FAQ; contact the local BBB through the directory. Scam reports go to BBB Scam Tracker: https://www.bbb.org/scamtracker"}}],"known_blockers":["Returns and delivery-issue reports start in Order History, which needs the account holder's sign-in (guests use Find Your Order).","Contact Customer Service before refusing a delivery so the refund is not delayed."],"security":{"official_domains":["newegg.com"],"never_asks":[{"kind":"policy","claim":"\"Newegg never puts a support callback number in an order, shipping or account notification.\" Newegg also says \"We don't ask you to call to cancel an order.\"","source":"https://kb.newegg.com/knowledge-base/spotting-a-fake-phone-number-in-a-newegg-email","last_verified":"2026-10-13"},{"kind":"policy","claim":"\"We never ask for your full card number, your account password, a one-time verification code, or gift cards\" and \"we never ask to install remote-access software on your computer.\"","source":"https://kb.newegg.com/knowledge-base/spotting-a-fake-phone-number-in-a-newegg-email","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Scammers place an order so that a real Newegg email (order confirmation, shipping notice, gift message or returns update) carries a fake \"helpline\" number typed into a field such as Ship To. Callers then ask for card details to \"reverse the charge\", a gift card purchase, or remote-access software. Do not call any number in the email; sign in to Newegg to check the account.","source":"https://kb.newegg.com/knowledge-base/spotting-a-fake-phone-number-in-a-newegg-email","last_verified":"2026-10-13"}],"report_phishing":[{"id":"report-phishing-email","type":"email","label":"Forward a suspicious email that claims to be from Newegg, then delete it","value":"help@service.newegg.com","purposes":["fraud"],"source":"https://kb.newegg.com/knowledge-base/spotting-a-fake-phone-number-in-a-newegg-email","last_verified":"2026-10-13"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":16},"verified_from":{"page":16},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 16 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Newegg sells its own stock and Marketplace items from third-party sellers. Marketplace items are covered by each seller's return policy, and the seller answers return requests; the policy on the product page for a Marketplace item \"is the seller's policy — not Newegg's.\" Each product's Warranty & Returns tab shows its refund window, replacement window and policy. Newegg's current return policy uses the labels 15 Days, 30 Days, 90-Day Refreshed, Final Sale, Manufacturer Warranty Only and Non-Returnable.","warnings":[]},"damaged_item":{"company":{"id":"newegg","name":"Newegg","sector":"retail","website":"https://www.newegg.com","account_url":"https://secure.newegg.com/orders/list"},"issue":{"id":"damaged_item","name":"Item arrived damaged or defective"},"playbook_source":"company","summary":"Report damage within 15 days of delivery with the order's Delivery Issues button and photos of the item and box.","evidence":["order number","clear photos of the item and the shipping box"],"steps":[{"do":"Within 15 days of the delivery date, open the order and click Delivery Issues. Include clear photos of the item and the shipping box.","channel":{"id":"order-history","type":"portal","label":"Order History (Refund or Replace, Delivery Issues, Contact a seller)","value":"https://secure.newegg.com/orders/list","purposes":["refund_request","damaged_item","lost_package"],"access":"login","notes":"Guests use Find Your Order instead of signing in.","source":"https://kb.newegg.com/knowledge-base/returning-an-item","last_verified":"2026-10-13"}},{"do":"If asked to return the item, use the free return label that Newegg emails."},{"do":"If you cannot use the online form, contact live chat.","channel":{"id":"live-chat","type":"chat","label":"Newegg live chat","value":"https://kb.newegg.com/contact-us","hours":"7 days a week, 6:00 AM-5:00 PM PT","purposes":["refund_request","damaged_item","lost_package","late_delivery","fraud"],"notes":"The Call Customer Service article lists weekend chat hours as Sat-Sun 6:30 AM-3:30 PM PT, which conflicts with the 7-days 6:00 AM-5:00 PM hours on the contact page.","source":"https://kb.newegg.com/contact-us","last_verified":"2026-10-13"}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Newegg Customer Service (orders, returns, feedback)","value":"+1-800-390-1119","hours":"Mon-Fri 6:30 AM-5:00 PM PT; closed Saturday and Sunday","purposes":["refund_request","damaged_item","lost_package","late_delivery","billing_error"],"source":"https://kb.newegg.com/knowledge-base/call-customer-service","last_verified":"2026-10-13"},{"id":"live-chat","type":"chat","label":"Newegg live chat","value":"https://kb.newegg.com/contact-us","hours":"7 days a week, 6:00 AM-5:00 PM PT","purposes":["refund_request","damaged_item","lost_package","late_delivery","fraud"],"notes":"The Call Customer Service article lists weekend chat hours as Sat-Sun 6:30 AM-3:30 PM PT, which conflicts with the 7-days 6:00 AM-5:00 PM hours on the contact page.","source":"https://kb.newegg.com/contact-us","last_verified":"2026-10-13"},{"id":"order-history","type":"portal","label":"Order History (Refund or Replace, Delivery Issues, Contact a seller)","value":"https://secure.newegg.com/orders/list","purposes":["refund_request","damaged_item","lost_package"],"access":"login","notes":"Guests use Find Your Order instead of signing in.","source":"https://kb.newegg.com/knowledge-base/returning-an-item","last_verified":"2026-10-13"}],"facts":[{"kind":"deadline","claim":"Damaged, missing or not-received items must be reported \"within 15 days of the delivery date\" through Delivery Issues on the order. For damage, \"Include clear photos of both the item and the shipping box\".","issues":["damaged_item","lost_package"],"source":"https://kb.newegg.com/knowledge-base/reporting-a-delivery-issue","last_verified":"2026-10-13"}],"rules":{"in_force":[{"id":"magnuson-moss-warranty","title":"Magnuson-Moss Warranty Act","citation":"15 U.S.C. 2302, 2310; FTC Disclosure and Pre-Sale Availability Rules","jurisdiction":"us-federal","status":"in_effect","summary":"Federal law for written warranties on consumer products. Warrantors must disclose warranty terms in simple language, may not void a warranty because the consumer used another brand of parts or service (unless those are free or the FTC grants a waiver), and may not disclaim implied warranties when they give a written warranty. Consumers can sue for breach and may recover attorneys' fees.","source":"https://www.ftc.gov/business-guidance/resources/businesspersons-guide-federal-warranty-law","last_verified":"2026-10-12","points_omitted":5,"points":[{"kind":"policy","claim":"Under a \"full\" warranty, service must be free, available to anyone who owns the product during the warranty period, and the warrantor must replace or refund if it cannot repair the product after a reasonable number of tries. It may not limit the duration of implied warranties or impose unreasonable duties, such as requiring return of a registration card.","issues":["warranty_claim","damaged_item"],"source":"https://www.ftc.gov/business-guidance/resources/businesspersons-guide-federal-warranty-law","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"live-chat","type":"chat","label":"Newegg live chat","value":"https://kb.newegg.com/contact-us","hours":"7 days a week, 6:00 AM-5:00 PM PT","purposes":["refund_request","damaged_item","lost_package","late_delivery","fraud"],"notes":"The Call Customer Service article lists weekend chat hours as Sat-Sun 6:30 AM-3:30 PM PT, which conflicts with the 7-days 6:00 AM-5:00 PM hours on the contact page.","source":"https://kb.newegg.com/contact-us","last_verified":"2026-10-13"}},{"index":1,"rung":"supervisor","channel":{"id":"customer-service-phone","type":"phone","label":"Newegg Customer Service (orders, returns, feedback)","value":"+1-800-390-1119","hours":"Mon-Fri 6:30 AM-5:00 PM PT; closed Saturday and Sunday","purposes":["refund_request","damaged_item","lost_package","late_delivery","billing_error"],"source":"https://kb.newegg.com/knowledge-base/call-customer-service","last_verified":"2026-10-13"}},{"index":2,"rung":"written_complaint","candidate_channels":["customer-service-phone"]},{"index":3,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"public","regulator":{"id":"bbb","name":"Better Business Bureau","level":"nonprofit","when_to_use":"Use when a business did not resolve a complaint and you want a neutral intermediary and a public record on the business's BBB profile. BBB is a nonprofit, not a government agency, and cannot force the business to act.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint with BBB","value":"https://www.bbb.org/file-a-complaint","purposes":["poor_service","refund_request","billing_error","damaged_item","warranty_claim"],"notes":"Script-driven page. bbb.org robots.txt disallows automated access to /file-a-complaint/*. Sign-in is offered to follow complaints; it is not confirmed whether it is required to file.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"id":"bbb-directory","type":"web_form","label":"Find your local BBB","value":"https://www.bbb.org/bbb-directory","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"BBB is a nonprofit organization. It is not a government agency and holds no regulatory power.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"deadline","claim":"BBB forwards the complaint to the business, usually within two business days.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"kind":"process","claim":"BBB contacts the business, asks for a response and acts as a neutral intermediary. It does not take sides and cannot force a business to act.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"The complaint becomes part of the business's public BBB profile.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"You do not have to contact the business before filing, but your local BBB will encourage it. Conciliation and mediation are voluntary; arbitration needs a contract clause or a signed agreement to arbitrate.","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"notes":"BBB has no phone number on its national FAQ; contact the local BBB through the directory. Scam reports go to BBB Scam Tracker: https://www.bbb.org/scamtracker"}}],"known_blockers":["Returns and delivery-issue reports start in Order History, which needs the account holder's sign-in (guests use Find Your Order).","Contact Customer Service before refusing a delivery so the refund is not delayed."],"security":{"official_domains":["newegg.com"],"never_asks":[{"kind":"policy","claim":"\"Newegg never puts a support callback number in an order, shipping or account notification.\" Newegg also says \"We don't ask you to call to cancel an order.\"","source":"https://kb.newegg.com/knowledge-base/spotting-a-fake-phone-number-in-a-newegg-email","last_verified":"2026-10-13"},{"kind":"policy","claim":"\"We never ask for your full card number, your account password, a one-time verification code, or gift cards\" and \"we never ask to install remote-access software on your computer.\"","source":"https://kb.newegg.com/knowledge-base/spotting-a-fake-phone-number-in-a-newegg-email","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Scammers place an order so that a real Newegg email (order confirmation, shipping notice, gift message or returns update) carries a fake \"helpline\" number typed into a field such as Ship To. Callers then ask for card details to \"reverse the charge\", a gift card purchase, or remote-access software. Do not call any number in the email; sign in to Newegg to check the account.","source":"https://kb.newegg.com/knowledge-base/spotting-a-fake-phone-number-in-a-newegg-email","last_verified":"2026-10-13"}],"report_phishing":[{"id":"report-phishing-email","type":"email","label":"Forward a suspicious email that claims to be from Newegg, then delete it","value":"help@service.newegg.com","purposes":["fraud"],"source":"https://kb.newegg.com/knowledge-base/spotting-a-fake-phone-number-in-a-newegg-email","last_verified":"2026-10-13"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":16},"verified_from":{"page":16},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 16 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Newegg sells its own stock and Marketplace items from third-party sellers. Marketplace items are covered by each seller's return policy, and the seller answers return requests; the policy on the product page for a Marketplace item \"is the seller's policy — not Newegg's.\" Each product's Warranty & Returns tab shows its refund window, replacement window and policy. Newegg's current return policy uses the labels 15 Days, 30 Days, 90-Day Refreshed, Final Sale, Manufacturer Warranty Only and Non-Returnable.","warnings":[]},"lost_package":{"company":{"id":"newegg","name":"Newegg","sector":"retail","website":"https://www.newegg.com","account_url":"https://secure.newegg.com/orders/list"},"issue":{"id":"lost_package","name":"Lost package"},"playbook_source":"company","summary":"If tracking says delivered but nothing arrived, or items are missing, report it within 15 days of the delivery date.","evidence":["order number","tracking history"],"steps":[{"do":"Within 15 days of the delivery date, open the order and click Delivery Issues. File other items in the order as a separate request.","channel":{"id":"order-history","type":"portal","label":"Order History (Refund or Replace, Delivery Issues, Contact a seller)","value":"https://secure.newegg.com/orders/list","purposes":["refund_request","damaged_item","lost_package"],"access":"login","notes":"Guests use Find Your Order instead of signing in.","source":"https://kb.newegg.com/knowledge-base/returning-an-item","last_verified":"2026-10-13"}},{"do":"If Newegg does not resolve it, dispute the charge with your card issuer."}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Newegg Customer Service (orders, returns, feedback)","value":"+1-800-390-1119","hours":"Mon-Fri 6:30 AM-5:00 PM PT; closed Saturday and Sunday","purposes":["refund_request","damaged_item","lost_package","late_delivery","billing_error"],"source":"https://kb.newegg.com/knowledge-base/call-customer-service","last_verified":"2026-10-13"},{"id":"live-chat","type":"chat","label":"Newegg live chat","value":"https://kb.newegg.com/contact-us","hours":"7 days a week, 6:00 AM-5:00 PM PT","purposes":["refund_request","damaged_item","lost_package","late_delivery","fraud"],"notes":"The Call Customer Service article lists weekend chat hours as Sat-Sun 6:30 AM-3:30 PM PT, which conflicts with the 7-days 6:00 AM-5:00 PM hours on the contact page.","source":"https://kb.newegg.com/contact-us","last_verified":"2026-10-13"},{"id":"order-history","type":"portal","label":"Order History (Refund or Replace, Delivery Issues, Contact a seller)","value":"https://secure.newegg.com/orders/list","purposes":["refund_request","damaged_item","lost_package"],"access":"login","notes":"Guests use Find Your Order instead of signing in.","source":"https://kb.newegg.com/knowledge-base/returning-an-item","last_verified":"2026-10-13"}],"facts":[{"kind":"deadline","claim":"The 15-day window from the delivery date also applies when \"tracking says delivered, but you never received the package\" and when items are missing from a package.","issues":["lost_package"],"source":"https://kb.newegg.com/knowledge-base/reporting-a-delivery-issue","last_verified":"2026-10-13"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"live-chat","type":"chat","label":"Newegg live chat","value":"https://kb.newegg.com/contact-us","hours":"7 days a week, 6:00 AM-5:00 PM PT","purposes":["refund_request","damaged_item","lost_package","late_delivery","fraud"],"notes":"The Call Customer Service article lists weekend chat hours as Sat-Sun 6:30 AM-3:30 PM PT, which conflicts with the 7-days 6:00 AM-5:00 PM hours on the contact page.","source":"https://kb.newegg.com/contact-us","last_verified":"2026-10-13"}},{"index":1,"rung":"supervisor","channel":{"id":"customer-service-phone","type":"phone","label":"Newegg Customer Service (orders, returns, feedback)","value":"+1-800-390-1119","hours":"Mon-Fri 6:30 AM-5:00 PM PT; closed Saturday and Sunday","purposes":["refund_request","damaged_item","lost_package","late_delivery","billing_error"],"source":"https://kb.newegg.com/knowledge-base/call-customer-service","last_verified":"2026-10-13"}},{"index":2,"rung":"written_complaint","candidate_channels":["customer-service-phone"]},{"index":3,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"public","regulator":{"id":"bbb","name":"Better Business Bureau","level":"nonprofit","when_to_use":"Use when a business did not resolve a complaint and you want a neutral intermediary and a public record on the business's BBB profile. BBB is a nonprofit, not a government agency, and cannot force the business to act.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint with BBB","value":"https://www.bbb.org/file-a-complaint","purposes":["poor_service","refund_request","billing_error","damaged_item","warranty_claim"],"notes":"Script-driven page. bbb.org robots.txt disallows automated access to /file-a-complaint/*. Sign-in is offered to follow complaints; it is not confirmed whether it is required to file.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"id":"bbb-directory","type":"web_form","label":"Find your local BBB","value":"https://www.bbb.org/bbb-directory","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"BBB is a nonprofit organization. It is not a government agency and holds no regulatory power.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"deadline","claim":"BBB forwards the complaint to the business, usually within two business days.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"kind":"process","claim":"BBB contacts the business, asks for a response and acts as a neutral intermediary. It does not take sides and cannot force a business to act.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"The complaint becomes part of the business's public BBB profile.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"You do not have to contact the business before filing, but your local BBB will encourage it. Conciliation and mediation are voluntary; arbitration needs a contract clause or a signed agreement to arbitrate.","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"notes":"BBB has no phone number on its national FAQ; contact the local BBB through the directory. Scam reports go to BBB Scam Tracker: https://www.bbb.org/scamtracker"}}],"known_blockers":["Returns and delivery-issue reports start in Order History, which needs the account holder's sign-in (guests use Find Your Order).","Contact Customer Service before refusing a delivery so the refund is not delayed."],"security":{"official_domains":["newegg.com"],"never_asks":[{"kind":"policy","claim":"\"Newegg never puts a support callback number in an order, shipping or account notification.\" Newegg also says \"We don't ask you to call to cancel an order.\"","source":"https://kb.newegg.com/knowledge-base/spotting-a-fake-phone-number-in-a-newegg-email","last_verified":"2026-10-13"},{"kind":"policy","claim":"\"We never ask for your full card number, your account password, a one-time verification code, or gift cards\" and \"we never ask to install remote-access software on your computer.\"","source":"https://kb.newegg.com/knowledge-base/spotting-a-fake-phone-number-in-a-newegg-email","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Scammers place an order so that a real Newegg email (order confirmation, shipping notice, gift message or returns update) carries a fake \"helpline\" number typed into a field such as Ship To. Callers then ask for card details to \"reverse the charge\", a gift card purchase, or remote-access software. Do not call any number in the email; sign in to Newegg to check the account.","source":"https://kb.newegg.com/knowledge-base/spotting-a-fake-phone-number-in-a-newegg-email","last_verified":"2026-10-13"}],"report_phishing":[{"id":"report-phishing-email","type":"email","label":"Forward a suspicious email that claims to be from Newegg, then delete it","value":"help@service.newegg.com","purposes":["fraud"],"source":"https://kb.newegg.com/knowledge-base/spotting-a-fake-phone-number-in-a-newegg-email","last_verified":"2026-10-13"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":16},"verified_from":{"page":16},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 16 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Newegg sells its own stock and Marketplace items from third-party sellers. Marketplace items are covered by each seller's return policy, and the seller answers return requests; the policy on the product page for a Marketplace item \"is the seller's policy — not Newegg's.\" Each product's Warranty & Returns tab shows its refund window, replacement window and policy. Newegg's current return policy uses the labels 15 Days, 30 Days, 90-Day Refreshed, Final Sale, Manufacturer Warranty Only and Non-Returnable.","warnings":[]},"warranty_claim":{"company":{"id":"newegg","name":"Newegg","sector":"retail","website":"https://www.newegg.com","account_url":"https://secure.newegg.com/orders/list"},"issue":{"id":"warranty_claim","name":"Warranty claim"},"playbook_source":"company","summary":"After the return window, use the manufacturer's warranty from the product's Warranty & Returns tab; for Marketplace items, contact the seller.","evidence":["order number","serial number","description of the fault"],"steps":[{"do":"Find the manufacturer's contact on the product's Warranty & Returns tab or in Newegg's manufacturer directory.","channel":{"id":"manufacturer-directory","type":"portal","label":"Newegg manufacturer contact directory (warranty support)","value":"https://www.newegg.com/d/Info/ContactManufacturer","purposes":["warranty_claim"],"source":"https://kb.newegg.com/knowledge-base/contacting-the-manufacturer","last_verified":"2026-10-13"}},{"do":"For a Marketplace item, contact the seller first.","channel":{"id":"order-history","type":"portal","label":"Order History (Refund or Replace, Delivery Issues, Contact a seller)","value":"https://secure.newegg.com/orders/list","purposes":["refund_request","damaged_item","lost_package"],"access":"login","notes":"Guests use Find Your Order instead of signing in.","source":"https://kb.newegg.com/knowledge-base/returning-an-item","last_verified":"2026-10-13"}}],"channels":[{"id":"manufacturer-directory","type":"portal","label":"Newegg manufacturer contact directory (warranty support)","value":"https://www.newegg.com/d/Info/ContactManufacturer","purposes":["warranty_claim"],"source":"https://kb.newegg.com/knowledge-base/contacting-the-manufacturer","last_verified":"2026-10-13"}],"facts":[{"kind":"policy","claim":"\"Most products sold on Newegg are covered by both Newegg's return policy and the product manufacturer's warranty.\" For some items, warranty support beyond the return policy comes from a third-party service provider named on the Warranty & Returns tab.","issues":["warranty_claim"],"source":"https://kb.newegg.com/knowledge-base/contacting-the-manufacturer","last_verified":"2026-10-13"}],"rules":{"in_force":[{"id":"magnuson-moss-warranty","title":"Magnuson-Moss Warranty Act","citation":"15 U.S.C. 2302, 2310; FTC Disclosure and Pre-Sale Availability Rules","jurisdiction":"us-federal","status":"in_effect","summary":"Federal law for written warranties on consumer products. Warrantors must disclose warranty terms in simple language, may not void a warranty because the consumer used another brand of parts or service (unless those are free or the FTC grants a waiver), and may not disclaim implied warranties when they give a written warranty. Consumers can sue for breach and may recover attorneys' fees.","source":"https://www.ftc.gov/business-guidance/resources/businesspersons-guide-federal-warranty-law","last_verified":"2026-10-12","points":[{"kind":"policy","claim":"A warrantor must \"fully and conspicuously disclose in simple and readily understood language the terms and conditions of such warranty\", to the extent FTC rules require.","issues":["warranty_claim"],"source":"https://www.law.cornell.edu/uscode/text/15/2302","last_verified":"2026-10-12"},{"kind":"limit","claim":"The FTC states that the \"full\" or \"limited\" title requirement applies to written warranties on consumer products costing more than $10, and the single-document disclosure and pre-sale availability rules apply to written warranties on consumer products costing more than $15.","issues":["warranty_claim"],"source":"https://www.ftc.gov/business-guidance/resources/businesspersons-guide-federal-warranty-law","last_verified":"2026-10-12"},{"kind":"policy","claim":"Tying prohibition: a warrantor may not condition a written or implied warranty on the consumer using an article or service identified by brand, trade or corporate name, unless that article or service is provided free under the warranty or the FTC grants a waiver (the product works properly only with it and the waiver is in the public interest).","issues":["warranty_claim"],"source":"https://www.law.cornell.edu/uscode/text/15/2302","last_verified":"2026-10-12"},{"kind":"policy","claim":"A company that gives a written warranty may not disclaim implied warranties. A limited warranty may restrict the duration of implied warranties to the duration of the limited warranty.","issues":["warranty_claim"],"source":"https://www.ftc.gov/business-guidance/resources/businesspersons-guide-federal-warranty-law","last_verified":"2026-10-12"},{"kind":"policy","claim":"Under a \"full\" warranty, service must be free, available to anyone who owns the product during the warranty period, and the warrantor must replace or refund if it cannot repair the product after a reasonable number of tries. It may not limit the duration of implied warranties or impose unreasonable duties, such as requiring return of a registration card.","issues":["warranty_claim","damaged_item"],"source":"https://www.ftc.gov/business-guidance/resources/businesspersons-guide-federal-warranty-law","last_verified":"2026-10-12"},{"kind":"process","claim":"A consumer damaged by a warrantor's failure to meet a written warranty, implied warranty or service contract may sue in state court, or in federal court only if the amount in controversy is at least $50,000 (each individual claim at least $25), and if successful may recover costs including attorneys' fees. If the warranty requires an informal dispute settlement mechanism that meets FTC rules, the consumer generally must use it before suing.","issues":["warranty_claim"],"source":"https://www.law.cornell.edu/uscode/text/15/2310","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"live-chat","type":"chat","label":"Newegg live chat","value":"https://kb.newegg.com/contact-us","hours":"7 days a week, 6:00 AM-5:00 PM PT","purposes":["refund_request","damaged_item","lost_package","late_delivery","fraud"],"notes":"The Call Customer Service article lists weekend chat hours as Sat-Sun 6:30 AM-3:30 PM PT, which conflicts with the 7-days 6:00 AM-5:00 PM hours on the contact page.","source":"https://kb.newegg.com/contact-us","last_verified":"2026-10-13"}},{"index":1,"rung":"supervisor","channel":{"id":"customer-service-phone","type":"phone","label":"Newegg Customer Service (orders, returns, feedback)","value":"+1-800-390-1119","hours":"Mon-Fri 6:30 AM-5:00 PM PT; closed Saturday and Sunday","purposes":["refund_request","damaged_item","lost_package","late_delivery","billing_error"],"source":"https://kb.newegg.com/knowledge-base/call-customer-service","last_verified":"2026-10-13"}},{"index":2,"rung":"written_complaint","candidate_channels":["customer-service-phone"]},{"index":3,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"public","regulator":{"id":"bbb","name":"Better Business Bureau","level":"nonprofit","when_to_use":"Use when a business did not resolve a complaint and you want a neutral intermediary and a public record on the business's BBB profile. BBB is a nonprofit, not a government agency, and cannot force the business to act.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint with BBB","value":"https://www.bbb.org/file-a-complaint","purposes":["poor_service","refund_request","billing_error","damaged_item","warranty_claim"],"notes":"Script-driven page. bbb.org robots.txt disallows automated access to /file-a-complaint/*. Sign-in is offered to follow complaints; it is not confirmed whether it is required to file.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"id":"bbb-directory","type":"web_form","label":"Find your local BBB","value":"https://www.bbb.org/bbb-directory","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"BBB is a nonprofit organization. It is not a government agency and holds no regulatory power.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"deadline","claim":"BBB forwards the complaint to the business, usually within two business days.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"kind":"process","claim":"BBB contacts the business, asks for a response and acts as a neutral intermediary. It does not take sides and cannot force a business to act.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"The complaint becomes part of the business's public BBB profile.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"You do not have to contact the business before filing, but your local BBB will encourage it. Conciliation and mediation are voluntary; arbitration needs a contract clause or a signed agreement to arbitrate.","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"notes":"BBB has no phone number on its national FAQ; contact the local BBB through the directory. Scam reports go to BBB Scam Tracker: https://www.bbb.org/scamtracker"}}],"known_blockers":["Returns and delivery-issue reports start in Order History, which needs the account holder's sign-in (guests use Find Your Order).","Contact Customer Service before refusing a delivery so the refund is not delayed."],"security":{"official_domains":["newegg.com"],"never_asks":[{"kind":"policy","claim":"\"Newegg never puts a support callback number in an order, shipping or account notification.\" Newegg also says \"We don't ask you to call to cancel an order.\"","source":"https://kb.newegg.com/knowledge-base/spotting-a-fake-phone-number-in-a-newegg-email","last_verified":"2026-10-13"},{"kind":"policy","claim":"\"We never ask for your full card number, your account password, a one-time verification code, or gift cards\" and \"we never ask to install remote-access software on your computer.\"","source":"https://kb.newegg.com/knowledge-base/spotting-a-fake-phone-number-in-a-newegg-email","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Scammers place an order so that a real Newegg email (order confirmation, shipping notice, gift message or returns update) carries a fake \"helpline\" number typed into a field such as Ship To. Callers then ask for card details to \"reverse the charge\", a gift card purchase, or remote-access software. Do not call any number in the email; sign in to Newegg to check the account.","source":"https://kb.newegg.com/knowledge-base/spotting-a-fake-phone-number-in-a-newegg-email","last_verified":"2026-10-13"}],"report_phishing":[{"id":"report-phishing-email","type":"email","label":"Forward a suspicious email that claims to be from Newegg, then delete it","value":"help@service.newegg.com","purposes":["fraud"],"source":"https://kb.newegg.com/knowledge-base/spotting-a-fake-phone-number-in-a-newegg-email","last_verified":"2026-10-13"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":16},"verified_from":{"page":16},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 16 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Newegg sells its own stock and Marketplace items from third-party sellers. Marketplace items are covered by each seller's return policy, and the seller answers return requests; the policy on the product page for a Marketplace item \"is the seller's policy — not Newegg's.\" Each product's Warranty & Returns tab shows its refund window, replacement window and policy. Newegg's current return policy uses the labels 15 Days, 30 Days, 90-Day Refreshed, Final Sale, Manufacturer Warranty Only and Non-Returnable.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"live-chat","type":"chat","label":"Newegg live chat","value":"https://kb.newegg.com/contact-us","hours":"7 days a week, 6:00 AM-5:00 PM PT","purposes":["refund_request","damaged_item","lost_package","late_delivery","fraud"],"notes":"The Call Customer Service article lists weekend chat hours as Sat-Sun 6:30 AM-3:30 PM PT, which conflicts with the 7-days 6:00 AM-5:00 PM hours on the contact page.","source":"https://kb.newegg.com/contact-us","last_verified":"2026-10-13"}},{"index":1,"rung":"supervisor","channel":{"id":"customer-service-phone","type":"phone","label":"Newegg Customer Service (orders, returns, feedback)","value":"+1-800-390-1119","hours":"Mon-Fri 6:30 AM-5:00 PM PT; closed Saturday and Sunday","purposes":["refund_request","damaged_item","lost_package","late_delivery","billing_error"],"source":"https://kb.newegg.com/knowledge-base/call-customer-service","last_verified":"2026-10-13"}},{"index":2,"rung":"written_complaint","candidate_channels":["customer-service-phone"]},{"index":3,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"public","regulator":{"id":"bbb","name":"Better Business Bureau","level":"nonprofit","when_to_use":"Use when a business did not resolve a complaint and you want a neutral intermediary and a public record on the business's BBB profile. BBB is a nonprofit, not a government agency, and cannot force the business to act.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint with BBB","value":"https://www.bbb.org/file-a-complaint","purposes":["poor_service","refund_request","billing_error","damaged_item","warranty_claim"],"notes":"Script-driven page. bbb.org robots.txt disallows automated access to /file-a-complaint/*. Sign-in is offered to follow complaints; it is not confirmed whether it is required to file.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"id":"bbb-directory","type":"web_form","label":"Find your local BBB","value":"https://www.bbb.org/bbb-directory","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"BBB is a nonprofit organization. It is not a government agency and holds no regulatory power.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"deadline","claim":"BBB forwards the complaint to the business, usually within two business days.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"kind":"process","claim":"BBB contacts the business, asks for a response and acts as a neutral intermediary. It does not take sides and cannot force a business to act.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"The complaint becomes part of the business's public BBB profile.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"You do not have to contact the business before filing, but your local BBB will encourage it. Conciliation and mediation are voluntary; arbitration needs a contract clause or a signed agreement to arbitrate.","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"notes":"BBB has no phone number on its national FAQ; contact the local BBB through the directory. Scam reports go to BBB Scam Tracker: https://www.bbb.org/scamtracker"}}],"security":{"official_domains":["newegg.com"],"never_asks":[{"kind":"policy","claim":"\"Newegg never puts a support callback number in an order, shipping or account notification.\" Newegg also says \"We don't ask you to call to cancel an order.\"","source":"https://kb.newegg.com/knowledge-base/spotting-a-fake-phone-number-in-a-newegg-email","last_verified":"2026-10-13"},{"kind":"policy","claim":"\"We never ask for your full card number, your account password, a one-time verification code, or gift cards\" and \"we never ask to install remote-access software on your computer.\"","source":"https://kb.newegg.com/knowledge-base/spotting-a-fake-phone-number-in-a-newegg-email","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Scammers place an order so that a real Newegg email (order confirmation, shipping notice, gift message or returns update) carries a fake \"helpline\" number typed into a field such as Ship To. Callers then ask for card details to \"reverse the charge\", a gift card purchase, or remote-access software. Do not call any number in the email; sign in to Newegg to check the account.","source":"https://kb.newegg.com/knowledge-base/spotting-a-fake-phone-number-in-a-newegg-email","last_verified":"2026-10-13"}],"report_phishing":[{"id":"report-phishing-email","type":"email","label":"Forward a suspicious email that claims to be from Newegg, then delete it","value":"help@service.newegg.com","purposes":["fraud"],"source":"https://kb.newegg.com/knowledge-base/spotting-a-fake-phone-number-in-a-newegg-email","last_verified":"2026-10-13"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":16},"verified_from":{"page":16},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 16 sources are the organization's own pages or government sites.","dossier_last_verified":null},"dossier":null,"guide":{"key":"retail","title":"Retail and online shopping — how complaints work","last_verified":"2026-10-12","file":"guides/retail.md","page":"https://escalate.alexgaoth.com/#/guides/retail"}}