Frequently Asked Questions (FAQ)

Where can I see a list of your policies?

Click here to view a list of our different policies.  

How do I upgrade my warranty? 

• New - Optional coverage under Panasonic’s Extended Warranty Program can only be offered at the time of purchase.
• Refurbished - Tough Outlet’s refurbished extended warranty is available for purchase for up to 14 days from the date you received your product. The product must be in the same condition as when the item arrived and will require the serial number from the product for verification purposes. Please contact us at (888) 575-4765 or click below to live chat with one of our technical associates about extending your warranty. For additional information on what is covered in our refurbished warranty please click here.

How do I see my order status?

Log in with the email you used to purchase your product here. From your account screen, you can view all orders made on this account and their respective statuses. 

What do the different order statuses mean?

Awaiting Fulfillment - The order has been received and is currently in production. This is the 'lead time' stage (see more below) when we build, sanitize, and prepare the order for shipment.

Partially Shipped - The order has shipped with some items missing. This usually occurs when ordered with small accessories that may be back-ordered.

Shipped - The order has shipped. If there is no tracking number present please contact us.

How do I report a problem with my order?

Contact us at (888) 575-4765 or via live chat with one of our technical associates about resolving your issue. You can also contact us via email at help@toughoutlet.com.

What are your phone hours?

Generally, our phone hours are 7 A.M. - 2 P.M. PST Mon-Fri

• What is production (lead) time? Production (lead) time is the time it takes for us to prepare your order before it is shipped. It will show the order status "Awaiting Fulfillment" in your account. Production time can vary based on item(s) ordered (new or refurbished), availability, quantity, upgrades, and any additional customizations. Larger quantities typically take longer to ship. In general, it is 7-14 days per unit depending on those factors listed previously. If Overnight Shipping is purchased, you will be put in the front of the production queue making the lead time 3-5 days per unit. If you need a rush order/custom delivery date please contact us and we will attempt to accommodate your purchase.
• What is shipping time? Shipping time occurs after production time is complete. It is the time it takes for your purchase to reach you after it is handed off to the courier. You will receive a tracking number to see when your purchase is in transit to your location. Free ground shipping times will vary based on your location (typically between 7-14 days). If you would like to receive your order in a more timely manner, it is recommended you purchase expedited shipping. 

If you would like a more specific arrival date for your purchase, please contact us at (888) 575-4765 or click below to live chat with a technical associate. You can also contact us via email at help@toughoutlet.com.  

If I purchase overnight shipping, will I receive my order the next day?

Ordering expedited shipping will greatly reduce shipping time but will not reduce production time. Expedited shipping (such as overnight shipping) will ensure that your purchase will arrive by a certain time after the production process has been completed and your purchase has been given to the courier. As stated above, production time changes depending on many different variables (new or refurbished, customizations, etc.). Typically, new models with no upgrades purchased before 12 pm PST will be shipped out that same day. In this scenario, you would receive your computer the next day. If you would like a more specific arrival date for your purchase, please contact us at (888) 575-4765 or click below to live chat with a technical associate. You can also contact us via email at help@toughoutlet.com.  

Can I upgrade my shipping after the order has been processed?

You can upgrade your order to expedited shipping anytime before the order has been accepted by the courier for shipment. Once accepted by the courier, upgrading your shipping is no longer available.

How do I cancel an order?

If you wish to cancel an order that has been placed but has not yet shipped, please contact us immediately. A 3.5% cancellation fee will be removed from the refunded amount.

How do I return an item?

Click here to read our Return Policy and how to return an item. 

How can I learn more about my Toughbook/Toughpad?

Click here to view our knowledge base which includes support documentation and product specifications. We also have instructional videos that can be found here.

I’m having problems with my purchase. Where can I contact support? 

Click here to fill out a help request form and a technical associate will contact you shortly thereafter.