Boyd Help Center

Service Inquiry Form

Frequently Asked Questions

Request a Quote

How do I create a quote?

Your Boyd Account Manager is ready to help you explore all your quoting needs. Please submit the Request a Quote form to get started. Once submitted you will be contacted by someone on your Account Team to confirm the details of your quote request.

How do I convert a quote to an order?

Start by submitting a Purchase Order to your Boyd Account Team. If you don’t have a current Account Manager or Boyd contact on file, please submit your Purchase Order using the Service Inquiry Form above. 

Place an Order

How do I place an order?

Your Boyd Account Manager is your point of contact for all quotes, orders, and pricing. If you do not have an Account Manager with Boyd or a current Boyd contact on file, please submit the Service Inquiry Form above. 

If you want to place a defense order and do not have a current Boyd Account Manager on file, check off the ITAR requirement when filling out the form.

Account Management

Who is my Account Manager or CSR?

Need help locating your dedicated Boyd Account Manager or Customer Service Representative? Submit the Service Inquiry Form above and a member from our Help Center team will identify and direct you to a member of your account team within two business days.

Product Support

How do I get product support?

For more complex projects and technological solutions, your Account Manager can connect you with a team of technologists and expert design engineers to help you design the right solution to meet your company’s needs.

Visit our Design Engineering and Testing and Validation pages for more details.

How do I get a part drawing?

Contact your Boyd Account Manager to receive a part drawing. Please have the part number available for the component drawing you are interested in. 

I’m looking for a part number on boydcorp.com but can’t find it, what do I do?

Please visit the Boyd Part Number page to search for a specific part number.

I received a notice that the location where my Boyd parts are made is changing, why?

At times, we find the opportunity to give you continuous improvement in customer support by leveraging a different Boyd site. Your dedicated Account Manager will closely coordinate with you if we move your Boyd product to a different manufacturing location. They will notify you in advance of any/all contractual change notifications, allowing you the ample time to review and approve the changes within your operating systems, standard operating procedures, and guidelines. See your Account Manager with questions or concerns.

Technical Support

I submitted a Boyd website form but didn’t receive an email confirmation, what do I do?

If you did not receive an email confirmation after submitting a form on boydcorp.com, it is likely the email address provided is bouncing. Please resubmit your form request and review the email address provided to ensure accuracy for effective communication.

Liquid Cooling System Service

I purchased a Boyd liquid cooling system and need help, does Boyd offer cooling system service?

Boyd’s liquid cooling systems feature high quality components made from precision manufacturing and assembly operations. Yet event with the best quality control and preventive care, devices can break and components wear down over time. Boyd’s liquid cooling service team features field service engineers and technicians with decades of experience, regionally available across three continents. Submit a liquid system service request.

Does Boyd offer a liquid cooling system service hotline?

What cooling products does Boyd’s liquid system service team serve?

Can Boyd help me commission my CDU or chiller?

Absolutely. Whether you’ve purchased an in-rack, in-row, liquid-to-liquid or liquid-to-air CDU or one of our high performance chillers, Boyd’s liquid system service team can provide a variety of commissioning services and support.

Can Boyd help me calibrate my TCU?

Yes. Boyd’s service team is happy to help you calibrate your TCU. Request TCU calibration services.

I need a preventive maintenance service agreement, can Boyd support?

Boyd is happy to partner with customers who need preventive maintenance to maximize cooling system uptime. Boyd’s liquid system service team offers a variety of preventive maintenance services to suit different needs. Request preventive maintenance services.

I need a preventive maintenance service agreement, can Boyd support?

Boyd is happy to partner with customers who need preventive maintenance to maximize cooling system uptime. Boyd’s liquid system service team offers a variety of preventive maintenance services to suit different needs. Request preventive maintenance services.

My CDU, chiller, or TCU stopped working, who can I contact at Boyd for emergency break-fix service?

When you need emergency assistance fast, we’re here to help. Boyd’s liquid system emergency break-fix services are tailored to provide customers with different responsiveness needs. Choose from a variety of emergency break-fix options that guarantee Boyd service technicians are onsite within specified time frames. Don’t have an emergency break-fix service agreement with Boyd? Don’t worry. We’ll still get to you fast to help you get back up running and minimize downtime. Request emergency break-fix support.

Can I buy spare parts for my Boyd liquid cooling system?

Every liquid cooling system Boyd sells comes with a recommended spare parts list. We encourage you to keep critical spares in local inventory to support preventive maintenance and emergency fixes. Don’t know what critical spares you need to order? Don’t worry, we’re hear to help guide you. Request liquid cooling system spares.

Do you offer CDU service, chiller service, and TCU service in my area?

Order Status

How do I update an order?

Check with your Boyd Account Manager to verify if your order has not begun processing and may still be available to update. Orders in process may require the submission of a new order.

How do I check my order status?

Your Boyd Account Team can help you check your order status. Alternatively, connect with Customer Service to check the status of an order. Please have your order number and account name available.

Tracking & Shipping

How can I get tracking numbers?

Tracking numbers are stored within Boyd’s ERP. Connect with your Account Team or Customer Service for tracking assistance. Please have your Order Number and account name available.

When will my order ship?

Once your order is placed, your Account Team will send an order acknowledgement. Orders will ship based on the originally quoted lead time, unless advised otherwise. If your originally quoted lead time needs to be extended, your Account Team will advise with updated ship dates.

What is the shipping policy?

We partner with a wide variety of leading global shipping service providers, including: FedEx, UPS, DHL and others.

Orders may be subject to shipping fees, applicable customs, duties and taxes, depending on where you are ordering from and where your product ships from, all of which are the responsibility of the customer.

Can I use my company’s shipping carrier accounts?

Yes, be sure we have your company’s shipping instructions and carrier accounts on file by contacting your Account Manager.

How do I get a copy of my packing list?

You may request a copy of your packing list for any product shipments from your Account Team. Please have your Order Number and account name available.

Returns

How do I request a return?

To return a product, you will need an approved Return Material Authorization (RMA).

Connect with your Account Manager or Customer Service to request a return. Please have your order number, account name, part number(s), quantity information, along with a detailed description for your request. If your return is approved you will receive an RMA number, which must be included with the returned product. Your RMA number is valid for 30 days.

What is Boyd’s return policy?

Boyd allows customer returns based on manufacturer’s defects only. Contact your Account Manager or Customer Service to initiate a return or for additional information. Customers must notify Boyd of any damaged products within ninety (90) days of receipt.

I have a Return Merchandise Authorization (RMA) number, how do I complete the return?

The RMA number should be clearly noted on the shipping label of each box. The return box should contain everything as agreed in the RMA. Returns should be sent to the address identified in your RMA.

All boxes should be securely packaged to prevent damage during shipping. We are not liable for any damage that may occur during transit. Customer Service will provide a Boyd shipping account number and preferred shipping vendor with your RMA documentation.

We will evaluate your RMA request once received. A member from your Account Team will contact you with further information after an evaluation has been completed.

Contact your Account Manager or Customer Service for additional information and assistance.

Billing and Invoices

How do I get a copy of an invoice?

Contact your Account Manager or Customer Service for a copy of your invoice. Please have your Purchase Order Number and account name available.

How do I change my billing address?

Please submit a billing change request using the Service Inquiry Form. A member from our team will contact you to validate your request. Once confirmed, our credit department will review and process your request within 24 hours.

How do I establish credit terms for my business?

Please contact your Account Manager for details. We do not offer credit terms to individuals.

I am tax exempt. What proof of tax exemption is required?

Tax can be removed when a fully completed tax exemption form (including date and signature) is submitted. Your account will be labeled “EXEMPT” by our tax department. The purchaser’s name on the certificate must match the purchaser’s name on the account.

Why is sales tax charged?

Please contact your Account Manager. If you do not have a Boyd Account Manager, please contact Customer Service with the Service Inquiry Form above.