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RCI Program Frequently Asked Questions

For overview information, return to the RCI Program page. For general TechSoup Stock–related questions, check out our main FAQ.

Products and Pricing

Eligibility and Program Restriction

Shipping, Warranty Coverage, and Returns

Implementation and Support

Products and Pricing

What kinds of computers are available through the RCI program?
Each computer must meet certain minimum requirements, which include a Pentium III or Pentium 4 processor, a minimum of 256 MB of RAM, a 20-GB internal hard drive, and Windows 2000 Professional or Windows XP Professional. Desktop computers include a new keyboard with a numeric keypad and a mouse. Notebook computers are equipped with either a touchpad or a pointing stick. For more details, see the complete list of available products.
Will you be offering different system configurations in the future?
Yes, we expect to regularly enhance our basic computer configurations as more products become available from an expanding number of donor and refurbisher partners.
How do RCI systems compare to low-priced new products?
Built to the high-quality specifications of corporations, our refurbished machines are designed for office applications. Their central processing units (CPUs) are intended to be more durable than those manufactured for home use. Our extensive research of such equipment indicates that these refurbished systems usually last three to five years and experience fewer problems and failures than their consumer-oriented counterparts.
How can I be sure the refurbished products I'm getting are reliable?
Refurbishers in the RCI program must stand behind their products and adhere to strict quality standards, which include maintaining a system failure rate comparable to that of computer industry leaders — no more than 4 percent. All products are guaranteed for 90 days to be clean, free of major defects, and in working order. Computers are cleaned inside and out, missing and broken parts are replaced, and each product is rigorously tested for problems before becoming available through the RCI program.
Can I order other products from the TechSoup Stock site?
Yes, the eligibility requirements for the RCI program are the same as those for the general TechSoup Stock program. However, since each of our vendor partners has its own additional requirements, please review our donor partner restrictions.
Why do you charge administrative fees?

TechSoup Stock charges administrative fees for the products we offer in an effort to partially subsidize our donation and discount programs.

The fees typically represent a small percentage of the original retail price of the product. They vary program by program and are based on a number of factors:

  • The amount of work involved in launching the program
  • The amount of work involved in qualifying and processing organizations' requests for products on an ongoing basis
  • The expected volume of requests
  • For discount programs, the nature of our agreement with the partner or supplier

By charging administrative fees, we are ensuring that TechSoup Stock will continue to be able to offer donated and discounted technology products as efficiently as possible and at the lowest possible cost.

Are these prices as low as possible?
We're committed to keeping our prices as low as possible while maintaining the highest quality standards. Administrative fees must cover the costs associated with obtaining and refurbishing products, handling and shipping, customer service, and other program operations. Our ultimate goal is to drive down costs even further by expanding our network of donor companies and with it our equipment inventory.

Eligibility and Program Restrictions

What types of organizations are eligible to participate?
To participate in the program, nonprofit organizations must meet the requirements specified in the Internal Revenue Code section 501(c)(3) and must operate in the United States. U.S. public libraries must either have valid 501(c)(3) nonprofit status or be listed in the Institute of Museum and Library Services (IMLS) database. For a complete list of requirements, see the RCI program guidelines and restrictions.
Why must my organization keep a copy of the MAR program Eligible Recipient Agreement?
Microsoft software on an RCI computer was donated by Microsoft through the Microsoft Authorized Refurbisher (MAR) program. The Eligible Recipient Agreement is a statement that the computer recipient meets Microsoft's eligibility criteria for the MAR program and will use the software only as it was intended. This example of the Eligible Recipient Agreement is similar to the agreement you will receive, although the list of software products provided might be different. Note that TechSoup Stock restricts this product to organizations that qualify as eligible recipients.
How many computers can my organization request?
Each eligible organization may request 10 monitors and any number of computers during a fiscal year (July 1 to June 30). It is not necessary to request all at once; the organization can space the requests throughout the year. Each request may include no more than 10 computers.
Since my organization has multiple locations, can I make individual requests for each?
Yes, in fact, each location should have its own account and order history, which means each one should be registered individually. If your branch or affiliate has its own EIN, you should register using that number. If all branches share the parent organization's EIN, use that number when registering your location. There's no limit to the number of affiliates or locations for each organization.

Shipping, Warranty Coverage, and Returns

What if my organization's shipping address is a P.O. box or is different from its physical location?
To ensure that shipments reach their proper destinations, orders are shipped only to the organization's address. We cannot ship to P.O. boxes.
What shipping methods are available and what do they cost?
Products ordered through the RCI program will be shipped via Federal Express. Shipping charges are included in each product's administrative fee.
How long will it take to receive my products?
See TechSoup Stock FAQ question 5.2.
What if the products I receive are not exactly what I ordered?

Call TechSoup Stock customer service at 1-800-659-3579 x700 within 90 days after receipt of the product, and we will investigate the situation and work to expedite a product exchange.

  • If you received a product you did not order, or the product you received does not meet the minimum specifications cited on the TechSoup Stock web site, we will work with our refurbishing partners to arrange for the item(s) to be returned to their facilities at no cost to you and to will ship you the correct item(s).
  • If the equipment you received is missing any parts or components that should have been included with the original shipment, we will work with our refurbishing partner to send you the missing item(s).

*** Please be advised that, in order to maintain our low prices, we cannot accept product returns for any reason other than those cited above.

What is your policy on product returns?

All RCI donated products come with a 90-day warranty that covers equipment and component failure. Although we cannot guarantee that batteries received with RCI laptops will maintain a charge for a specific period of time, we do expect that all will hold a charge. Products reported to be non-functional within 90 days of delivery will be replaced at no additional charge. We cannot accept returns for products with system problems that arise as a result of the installation of additional software or applications.

If an item is damaged or if you believe it to be defective, contact us within 90 days after receiving the product and we will work with you to determine the nature of the problem and attempt to correct it. If we are unable to resolve the problem, we will arrange for the product to be returned at no cost to you, and for a replacement to be issued, provided the other conditions of the RCI returns policy are met.

Step 1: Please prepare and have the following information available:

  • Your TechSoup Stock order number (which you can get from the TechSoup Stock order confirmation email or your Order Status page on the TechSoup Stock Web site).
  • The asset number assigned by the refurbisher, as shown in the illustration below:
    Redemtech RMA image
  • The reason for your return request.
  • A phone number where you can be contacted.

Step 2: Call TechSoup Stock Customer Service at (800) 659-3579 x700. A Customer Service Representative will collect the information listed in Step 1 and initiate your return with the refurbisher, as long as the reason meets the terms and conditions of the RCI returns policy. The refurbisher will contact you within two business days to try and help resolve any technical problems reported, and will also arrange for any necessary return product pickup.

Step 3: If a product return becomes necessary, please repack the hardware in the original (or otherwise secured) packaging and give it to the refurbisher’s carrier.

*** Please be advised that, in order to maintain our low prices, we cannot accept product returns for any reason other than those cited above.

How can I cancel or change an order?
First, log in to the TechSoup web site with your username and password; then click "Order Status" under "Manage My Account." You will see a list of the donation requests you have placed on TechSoup Stock. If your products have not been shipped, you can cancel the entire order by clicking the "Cancel Order" link next to your TechSoup Stock order number. You may then place a new request for any products you still want. If the RCI product(s) on your product donation request have a status of "shipped," the order is already in the fulfillment process and cannot be cancelled.

Implementation and Support

Does the RCI program provide technical support?

Due to the high cost of technical support and our commitment to keep our products priced as low as possible, we're unable to provide any technical support through the RCI program. You must have enough technical experience to set up your own computers and connect them to existing networks. We do provide discussion forums and practical articles at www.techsoup.org as a resource for our customers. You may also be able to find a suitable consultant or some other IT support at www.techsoup.org/techfinder/techsoup/index.cfm.

To handle nontechnical issues, our TechSoup Stock staff provides program support by phone (1-800-659-3579 x700), email (rci@techsoup.org), and fax (1-415-633-9444) weekdays (excluding holidays) from 8:00 a.m. to 5:00 p.m. Pacific Time. Customer service representatives can assist customers with questions and problems related to any of the following:

  • Eligibility for program participation
  • Organization registration
  • Order placement and payment
  • Order status
  • Returns and order cancellations
  • Security and privacy of customer information
  • Requests for warranty replacements
Is optional fee-based technical support available?
Unfortunately, we're unable to offer any fee-based technical support for RCI participants. Please visit our nonprofit resource site at www.techsoup.org/techfinder/techsoup/index.cfm, a service of N-TEN in collaboration with TechSoup.

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