NZXT Flex - Order and Payment FAQ

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This article will cover any questions you may have regarding ordering or payment for the NZXT Flex subscription program.  If you have any questions not covered by this article, please check out the guides linked below:

How is an NZXT Flex Subscription different from "Buy Now, Pay Later" services (Affirm, Klarna, etc.)?

With financing services (i.e. "Buy Now, Pay Later" by Affirm, Klarna, etc.), you're ultimately committed to a purchase spread out over a period of time and are responsible for making payment until the purchase is fully paid off.

With an NZXT Flex subscription, you truly have the freedom and flexibility to cancel your subscription at any time and enjoy extended benefits not included with financing a PC such as a subscription lifetime warranty, regular refresh upgrades, and more.

Will subscribing to an NZXT Flex PC impact my credit?

Not at all!  The NZXT Flex service is designed to have as minimal an impact on your credit as possible.  The Flex service will include an Order Review step, which is common for any high-value product, but should have no impact on your credit score.  We may do a soft credit check as part of the verification process, however this credit check does not show up on your credit report or impact your score.

If you fail to return your PC or do not make subscription payments, we will work with you to resolve the issue.  In the event that you refuse to communicate with us to resolve your issue, your account may be referred to a collection agency which may impact your credit.

When am I charged for my subscription?

Once you have signed up, your order will go through a review process which is required due to the high value of the product.  Once your order has completed review and has been approved, you will be charged for the first month as well as any add-on items and the setup fee.

I placed an order for a Flex PC but I changed my mind, can I still cancel my order?

If for any reason you need to cancel your order before the order ships, please reach out to our team at flex@nzxt.com so that we can intercept the order and provide you with a full refund.  If your order has already shipped, you may still be charged the initial setup fee.

For more information on cancellations & returns, please check out our guide found here.

How do I track my order status?

All order status updates are sent to the email address used when you sign up for the NZXT Flex subscription service.  These updates include when your order is under review, order approval, and when your tracking number is created.  Once your tracking number is created, you can opt for additional delivery status updates including when your PC is out for delivery and when it is delivered.

Text messages are also sent for the initial order request and delivery of your package.  If you have any further questions, please reach out to us at flex@nzxt.com.

I placed an order, but I haven't received any tracking information

If you just placed your order, you will receive a tracking number within the shipping window provided to you at the time of checkout.  This tracking number will be sent to the email used when placing your order.

Please be sure to complete any verification steps to ensure that your order is processed in time.  The review process is normally completed on the same business day, but sometimes can take up to 2 business days or longer.

Once the order review process is completed, your order will be sent to our team for shipment on the following business day.

How does payment for my Flex subscription PC work?  Am I required to pay for my subscription before I receive it?

Your NZXT Flex subscription will renew automatically.  You must keep an active payment method on file at all times, ensuring that funds are present and that there are no holds on the card at the time of renewal.  Your first month subscription payment, along with any add-ons and setup fee(s) may be charged before you receive the PC.

What happens if I miss a payment?

If for any reason a payment fails, we will provide you with helpful reminders to assist you with any billing issues.  We assume the best and try to avoid charging any late fees, just be sure to be communicative with us.  If your product is lost, stolen, or broken please contact us immediate at flex@nzxt.com to avoid any additional charges.

If you are delinquent in payment and we are unable to resolve the issue with you directly, your account may be referred to a collection agency which will have a negative impact on your credit.

How can I update my payment method?

If you need to update your payment method for your NZXT Flex subscription, please reach out to us at  flex@nzxt.com so that we can provide a secure link to our payment portal so you can update your information.

Can I finance my subscription using Affirm, Klarna, etc.?

Due to this being a rental service, we do not allow financing the subscription using financing services such as Affirm, Klarna, etc.

Why do you need my ID?

We require this information in order to prevent fraudulent orders.  This review process step is a common practice for high-value products offered outside of a purchase model (i.e. subscription).  Your information is processed by Stripe, one of the most respected and tested companies in the world (Stripe handles hundreds of billions in payments annually).  Fragile (our subscription partner) will not share your information with any third parties, except in select circumstances such as theft, and when we're required by law.  Please see our Privacy Policy for more information.

Why was my NZXT Flex application denied?

Currently the NZXT Flex service is only available within the contiguous United States (excl. Alaska (AK) and Hawaii (HI) and must be paid using traditional payment methods such as Visa, Master Card, or American Express.  During the order process we will also assess standard risk factors, which is common practice due to the high value of the product.  If there is any missing information or you forget to complete any checkout or verification steps, you can return to your sign-up process through a link that you will receive in your email.  As started in our Subscription Agreement, we reserve the right to cancel subscriptions at any time.  If you believe a mistake was made, we doffer a secondary, manual review process through the link found in your order declined email to ensure fair treatment and opportunity.

How do I cancel my NZXT Flex subscription?  Are there any cancellation fees?

If for any reason you would like to cancel your NZXT Flex subscription, please reach out to our team at flex@nzxt.com to request a cancellation.  Once we receive your request, you'll receive a prepaid shipping label on us to return your PC.  Once we have received and processed the PC, you'll no longer be charged starting the following month.  You can cancel any time with no questions asked and no hidden fees.

For more information on Warranty, Returns, and Cancellation please check out our guide here.

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