This article answers the most common questions about ordering equipment through Deel IT, including cancellations, relocations, pricing, and product availability. If you can't find what you're looking for, reach out to your Deel IT Manager or contact us via the in-app support chat.

Relocating with Equipment

[ACCORDION] Can users relocate with Deel IT equipment?

Yes. Users can order equipment in one location and relocate within the same customs region (e.g., within Europe, within the UK, or from one US state to another). If a team member moves, Deel IT will need an updated address and local phone number; these can be edited directly on the Deel IT platform.

[ACCORDION] Can equipment move between customs regions?

This is not recommended. Rental fees account for taxes, duties, and currency exchange costs for the region where equipment is initially sent. Moving to a different customs region may incur significant additional costs or impact Deel IT's ability to recover the equipment.

[ACCORDION] What are the recovery options if the equipment has moved to a different customs region?

There are a few options depending on the situation: a point-to-point transfer (redistributing to a team member in the new region), the Store & Reuse service (where available), or contract cancellation. Note that shipping fees apply in all cases.

[ACCORDION] What happens if the equipment can't be redistributed or stored?

The organisation may need to cancel the contract and arrange collection, or pay a purchase fee. To avoid this, Deel IT recommends collecting equipment before the team member relocates.

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Cancelling and Modifying Orders

[ACCORDION] Can I cancel a Deel IT equipment order?

You can cancel a Deel IT order directly in the platform if no shipment has been created yet not guaranteed once fulfillment begins.

To cancel:

1. Go to Orders > select the order with status Pending Delivery
2. Click the 3 dots menu > select Cancel Order (this option is greyed out if the order has been processed, packed, or shipped)
3. Select a cancellation reason when prompted

If the Cancel Order button is unavailable or greyed out, reach out to Deel Support right away to review your options.

[ACCORDION] What if I placed an order by accident?

Reach out to Deel IT Support as soon as possible. If the order hasn't been processed yet, we may be able to cancel it for free. If it has already shipped, cancellation fees may apply. To avoid unwanted orders, always double-check the item's specifications, compatibility, and your team member's needs before approving a request.

[ACCORDION] What are my options if I can no longer cancel for free?

You have a few alternatives: redirect the order to another team member in the same customs region via a point-to-point transfer, enrol the device in the Store & Reuse service for future reassignment, or cancel the contract for 80% of its outstanding value (note: contracts from 1 May 2024 onwards do not have this discount).

[ACCORDION] Can I return a purchased device?

Once a device is purchased through Deel IT and delivered, it belongs to your organisation, and we may not be able to offer a return.

[ACCORDION] Can an equipment request be delayed?

Once a request is confirmed and approved, Deel IT will dispatch the equipment as soon as possible, unless the order has been placed well in advance of a team member's new joiner date, and our team will see and adjust the delivery date according to their noted start date.

As most orders placed are time-sensitive, there is no cooling-off period.

Once an order has been placed, we cannot put it on hold.

If an order has been approved in error, please notify us by contacting us via the in app support chat. We will attempt to cancel the order if possible, but if our warehouse has already processed and packed the order, we cannot guarantee that we can cancel the order without a cancellation fee (rental contracts from the 1st of May 2024 do not get any cancellation discounts).

[ACCORDION] What happens if an item is lost, stolen, or damaged?

For lost or stolen items, a purchase fee applies on top of cancellation costs - for devices, this is 9x the 36-month cost of the item (or a percentage of the recommended retail price on newer terms). For all other rented accessories, the fee is £1/€1/$1. If an item is returned damaged beyond standard wear and tear, a repair or replacement fee will be added to your next invoice.

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Products, Availability, and Pricing

[ACCORDION] What happens if a product is discontinued?

If a manufacturer discontinues a product, Deel IT reserves the right to remove it from the catalogue. Where a product is being upgraded, it will be replaced with the updated model. If a substitution is needed, Deel IT will contact your organisation's manager to propose an alternative with similar specifications.

[ACCORDION] How will I be notified of catalogue changes?

Deel IT managers can opt in to notifications when items are added to or removed from the catalogue. In-app notifications are on by default. To also receive email notifications, update your settings in your Profile.

[ACCORDION] Why are some products taking longer to deliver?

Products with limited supply or special customisations - such as keyboard language variants, configure-to-order devices, or off-catalogue requests - may have longer delivery times. Deel IT will communicate any delays promptly. You can also check estimated lead times in each product's description in the catalogue.

[ACCORDION] What are country multipliers in Deel IT?

Country multipliers reflect the real cost differences between regions. Deel IT benchmarks its catalogue prices against US manufacturer prices, and applies a multiplier to account for the cost and tax differences in other regions. You may see this displayed as a number next to a country, for example, 1.5x.

[ACCORDION] What costs does the country multiplier cover?

The multiplier accounts for additional costs associated with delivering equipment outside the UK, EU, and US, including manufacturer's cost, sales tax, and import duty. These costs apply to all suppliers, including Apple, Dell, and Lenovo.

[ACCORDION] Where can I see the country multiplier?

The country multiplier is shown at the point of ordering. The final price already includes all costs (excluding taxes and VAT), so there are no surprises on your invoice. You can review the full price breakdown, including any applicable discounts and the country multiplier, directly in the platform.

[ACCORDION] How is the final price calculated?

The list price of the product is multiplied by the country-specific multiplier. For example, a Dell monitor priced at $13.68/month in the US (1.0x) would cost $17.78/month in India (1.3x).

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Off-Catalogue Orders

[ACCORDION] Can I order a product that isn't in the Deel IT catalogue?

Yes. If you need a product outside of Deel IT's standard catalogue, you can submit an off-catalogue product request. You can request either a one-off order or for Deel IT to stock the product permanently in your organisation's catalogue.

[ACCORDION] How do I request an off-catalogue product?

Please contact your Deel IT Manager, or reach out via the support channels with your request. You can either request:

• A one-off product order; or
• For Deel IT to stock a product in your catalogue, available only to your teams.

To expedite your quote, please provide specific details about the product and which country or countries it may need to be ordered in. If available, please provide a link to the item online.

Please note:

We can deliver requested products to the UK, US, and EU27+EEA+CH and even outside of these regions globally upon request. 
In addition to the cost of the product, the following fees apply to off-catalogue product orders:

[ACCORDION] Where can off-catalogue products be delivered?

Deel IT can deliver off-catalogue products to the UK, US, EU27, EEA, and Switzerland, and globally upon request.

[ACCORDION] Are there additional fees for off-catalogue orders?

Yes, in addition to the cost of the product, additional fees apply. Please refer to the fee breakdown in the platform or contact your Deel IT Manager for details.

[ACCORDION] What happens after I submit a request?

If Deel IT is able to source the product, they will send you a quote and an estimated timeline. Please note that if you choose to proceed, off-catalogue orders cannot be cancelled, and Deel IT is not responsible for any delays once the order is placed.

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Deliveries & ID Requirements

[ACCORDION] Why does Deel IT require ID numbers?

Deel IT offers deliveries and collections all around the world.

For deliveries outside the UK, EU, or USA, we may need to request a form of national identification — such as a CPF in Brazil — to ensure equipment is delivered directly to the team member.

This requirement comes from local courier providers, and in some cases, is mandated by local law. It applies not only to international shipping but also to local, in-country deliveries.

All identification information is handled securely and shared only with our courier partners to complete the delivery.

[ACCORDION] Which countries require ID numbers?

We require this information from the following countries:

In South Korea, the information may not be required when placing orders. However, we may need to request it in some cases, such as for import into South Korea or during equipment collection to export it out of the country.

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