Division of Information Technology - Terrapin Tech

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Why are there no returns?
Unfortunately, we do not accept returns or exchanges due to our sales including educational pricing. This means all sales are final. 

What if my product is defective/non-functioning?
We will accept returns for dead on arrival (DOA) items, meaning that the device is non-functioning out of the box. DOA items must be returned within 30 days of purchase in like-new condition, accompanied by the original box and accessories.

If you need to return a DOA item, please contact us with your order number and details about the product you would like to return. We will respond quickly with instructions.  

Why does my order status say 'Awaiting Payment'? I already paid.
We want to make sure your order goes as smoothly as possible so we do not charge your credit card until a staff member has reviewed your order.

We may follow up with you to ask questions before processing your payment. For example, if you order an adapter that isn't compatible with a device you're also purchasing. We've found this practice doesn't add any additional time to our order fulfillment process and may save you time in the long run.


Why do I have to pay Maryland sales tax?
Most states have a destination-based sales tax, and Maryland is one of those states. Each sale is considered to take place where it’s shipped or picked up from. Our only physical location is in Maryland. Purchasing from us online allows us to charge Maryland's 6% sales tax,even if you are ordering from another state. We do not collect additional sales tax for your state.

Can I put this on my student account?
The only forms of payment we accept are debit/credit cards and KFS account numbers (used for UMD departmental purchases). Unfortunately, you may not use a student account to purchase items. However, you may use cash in-store for any purchase or Terrapin Express for accessories only.

Can I use financial aid to purchase a computer?

The estimated Cost of Attendance for University of Maryland students includes allowances for the costs of technology-related supplies.  

An additional loan may be available for eligible students to cover the purchase of a required computer. Please contact the Office of Student Financial Aid to discuss options with your financial aid counselor.

I have a technical concern with this website. What should I do?
If you have website-related issues, please contact us and we will respond to your inquiry within 3 business hours

What shipping method do you use?
We ship standard FedEx Ground with your package 100% insured. FedEx delivers in 1–5 business days within the 48 contiguous states, depending on the distance. Shipments to Alaska and Hawaii arrive in 3–7 business days. Delivery is day-definite, meaning the package arrives by the end of the scheduled delivery day.

When will my order arrive?
We will be periodically updating your order status via email until it is fully completed. We will send you a tracking number as soon as we hand off your package to FedEx. We advise you not to count on receiving an order on Saturday or Sunday. (Although FedEx does deliver on Saturdays, we cannot guarantee that this will occur.)