Sending us hardware or parts
Always arrange a shipment with support before it leaves. A package without a reference is turned away at the door, and that is not us being difficult.
How to do it
- Open a ticket. Tell us what is coming, how many units, how big, and roughly when.
- We confirm and give you a reference. That reference ties your box to your ticket, your rack and your account.
- Put the reference on the shipping label and on the box itself. Labels get torn off in transit; a marker on the box survives.
- Send it. With a reference on it, your package is at your rack the same day it arrives.
Why we are strict about it
A datacenter receives freight for a lot of companies at one loading bay. A box with only a company name on it has no owner, no ticket and nowhere to go — and nobody is going to open it to find out. Unannounced shipments are refused, and we are not liable for a package that is returned or lost because of it.
Returns and collection
Equipment that has to go back out works the same way: ask in a ticket, we package and hand it to the courier you arrange. We do not ship on your account without being told to, and we do not store equipment that has been cancelled for longer than we agreed.
What to send with it
Rails if your machine needs them, the correct power cables, and a note of how you want it racked and cabled. Anything you leave to us we will do sensibly, but what you write down is what you get.
Still stuck? Mail support@novogara.com — an engineer answers, at any hour. Back to the knowledge base