Buy Direct and Samples FAQ

Contact Us

1.    I have a delivery question about an order that I have placed or am trying to place.
2.    Unfortunately, I need to cancel my order. What do I do?

Available Products

3.    How can I easily find orderable parts?
4.    What happens when I order more product than you are showing in stock?
5.    What products can I order?
6.    What do I do if I want to buy something from NXP, but there is no "Buy Direct" button?

Software

7.   I ordered a software product, but I did not receive a registration code, and/or the download file is missing. What do I do?
8.   I am having difficulty registering my product, or I did not receive my key/license. What do I do?
9.   I purchased a software download product online. How do I obtain it? How do I register it?
10. I ordered a free evaluation version (-EX) or special edition version (-SE) of a software product but there are shipping charges present when I go to checkout. Why are there shipping charges for a free product?

Samples

11.   How do I find a sample?
12.   What products are available for sampling?
13.   Will I incur any charges with my sample order?
14.   Are there any limits on sample orders?
15.   Will the sample-ordering process work if I have my browser set to reject "cookies"?
16.   Why am I being asked for my application and project information?
17.   What if my sample is backordered or out of stock?

Ordering and Payment

18.   Am I responsible for VAT/GST, import duties, and/or taxes?
19.   Why was my order refused?
20.   I'm having difficulty placing my order or I get an error message. What do I do?
21.   Why is my coupon not working?
22.   What happens when I order more product than you are showing in stock?
23.   How can I find out the status of my order?

Shipping

24.   What are my shipping options?
25.   May I ship to a different address?
26.   May I ship to a postal office mailbox (P.O. box)?
27.   How do I know if my order has shipped?
28.   How can I find out the status of my sample order?
29.   How can I see my order history and shipping status?

Returns and Other Concerns

30.   I ordered the wrong samples. How do I return or exchange them?
31.   I need to return a product that I ordered. What do I do?
32.   I'm having difficulty placing my order or I get an error message. May I place an order by phone or email?
33.   Why am I getting an error while trying to enter my production start date?
34.   Why is my coupon not working?
35.   Why was my order refused?

Legal, Privacy and Other Questions

36.   Am I responsible for VAT/GST, import duties, and/or taxes?
37.   Can I make suggestions on how to make your site more effective?

Contact Us

1. I have a delivery question about an order that I have placed or am trying to place.

Please Contact a NXP Representative and we will respond to you within 24 hours business hours. Please provide your order number in the subject line for quicker service.

2. Unfortunately, I need to cancel my order. What do I do?

You may request cancellation of your order, provided that it has not already been shipped. If you would like to request an order cancellation, please contact a NXP Representative Responses to cancellation requests may take up to 24 business hours.

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Available Products

3. How can I easily find orderable parts?

Navigate through the product catalog.
Do a Part Number search.
Do a Keyword search.
Use the Advanced or Parametric search features.

4. What happens when I order more product than you are showing in stock?

NXP does not ship partial orders. If we do not have enough stock on hand to cover the entire quantity ordered for a particular device, the order queue for that device will be scheduled based on an anticipated availability date on which we expect to have enough stock to ship. For more information, please refer to the separate page on Product Availability, Shipping Method and Delivery Expectations.

5. What products can I order?

You may order any product from our Web site when you see either the or These products include NXP development tools, software, samples, silicon devices and technical-support agreements.

6. What do I do if I want to buy something from NXP, but there is no button?

Not all NXP products are available for sale on our Web site. If you find a product that is not available for purchase directly from NXP, please find the "Distributor" icon, or, if there is no distributor icon, by contacting your local distributor by phone.

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Software

7. I ordered a software product, but I did not receive a registration code, and/or the download file is missing. What do I do?

Boxed software/physical shipment:

If you purchased a boxed software product (physical shipment), your registration code should be located on the registration card included in the product box.

Downloadable software:

If you purchased a downloadable product, your download file and registration code should be in your Order History under the order number that you placed online. You may access your Order History by logging in at nxp.com and navigating to your Registered User Home Page. Then, click on "Orders" and search for your order number. When you click on your order number, you will be able to view the details of your order. Then click on the "Download/Register" link. If the link is missing in your order details, or the download file or registration code is not present when you click on the link, please Contact NXP Representative for assistance. For additional help with download product purchases, please click here.

8. I am having difficulty registering my product, or I did not receive my key/license. What do I do?

Registration Code:

Please note that a registration code will not appear in your Order History until your order has cleared our export-compliance screening process if you are still not seeing a registration code in your Order History, please Contact a NXP Representative for assistance.

Registration problems:

If you are having difficulty registering your product, you did not receive your key/license after registering your product at Licensing and Registration, or if you encounter an error message or other issue, please email license@nxp.com for assistance. You may also consult the licensing and registration FAQ at Licensing and Registration for additional information.

9. I purchased a software download product online. How do I obtain it? How do I register it?

You may access your order in your Order History on your NXP Registered User Home Page. There, you will find a link labeled "Download/Register". When you click the link, a pop-up box will appear with a link to the software file and registration code for the item that you purchased. For additional help with download product purchases, please click here.
You may register your product(s) by visiting Licensing and Registration.

10. I ordered a free evaluation version (-EX) or special edition version (-SE) of a software product but there are shipping charges present when I go to checkout. Why are there shipping charges for a free product?

Unfortunately we are unable to offer free shipping on physical copies (CDs) of free evaluation or special edition software products, however you may download these free of charge from our website.

For free special edition software, please visit our free special edition software page.

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Samples

11. How do I find a sample?

Look for the Sample icon next to specific devices that may be available as samples. Sample parts are listed on product summary pages (PSPs), part-number search-results pages and parametric search-results pages.

12. What products are available for sampling?

NXP offers samples of products that are active and in production. We offer a broad range of products and all orderable parts on the program are identified with the "Order Samples" icon. Not all orderable parts are currently available as part of the Samples program. If you have questions about the Samples program, problems ordering samples online or if you do not see the specific orderable part that you would like to sample, please contact our Samples Program coordinator, Contact a NXP Representative for more information.

13. Will I incur any charges with my sample order?

All samples orders are free of product and transportation charges, however to help manage the rising costs of this program a nominal order processing charge may apply. Also, it is important to note that certain governments may require the consignee to pay for the duties, tariffs and VAT charges or if consignee utilizes a third-party broker for custom clearance.

14. Are there any limits on sample orders?

Yes. In order to provide free samples to our customers, it is necessary to limit the number of sample requests. The limit is set to three line items on a single order, with a frequency limit of three orders in a 30-day period. Your order history allows you to see how many samples you have requested.

15. Will the sample-ordering process work if I have my browser set to reject "cookies"?

Cookies are a means for us to pass and receive data to and from your browser. The next time that you visit nxp.com, your browser will let us know and we will be able to serve your needs more quickly.

16. Why am I being asked for my application and project information?

This information combined with the device being requested, where it is shipping to, where it is shipping from and other information is used to determine the appropriate export authorization.

17. What if my sample is backordered or out of stock?

We try very hard to ensure adequate inventory, but in the event that a device is out-of-stock (back-ordered), we will advise you of the anticipated shipping date by email, and we will ship your order complete as soon as inventory becomes available. We do not ship partial sample orders. For more information, please refer to the separate page on Buy Direct Product Availability, Shipping Method and Delivery Expectations.

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Ordering and Payment

18. Am I responsible for VAT/GST, import duties, and/or taxes?

Your packages may be subject to the customs fees and import duties of the country to which you have your order shipped. Such taxes are levied once a shipment reaches your country. Additional charges for customs clearance must be borne by you. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country. You should contact your local customs office for further information. Please refer to the separate page on Buy Direct Product Availability, Shipping Method and Delivery Expectations for additional information regarding VAT/GST, import duties and taxes.

19. Why was my order refused?

NXP Semiconductors reserves the right to refuse orders for any reason, including (but not limited to) the following: export control; regulations; concerns about misuse; excessive quantity, and/or multiple requests; multiple registrations by the same user; and prohibitive duties and tariffs imposed by some countries. In the event that your order is refused, you will be notified by email.

20. I'm having difficulty placing my order or I get an error message. What do I do?

We apologize for any inconvenience or difficulty you may have when trying to place your order through the NXP Buy Direct online store. Unfortunately, at this time we are unable to accept phone or email orders because our payment-processing services are performed via an automated secure-payment gateway. If the problem you have experienced is not addressed by the FAQ topics on this page, please contact us by Contacting a NXP Representative for additional assistance. Please provide as many details as possible, including (at minimum) your computer operating system (e.g., Windows, Mac OS, Linux), your web browser (e.g., Internet Explorer, Firefox Safari, Opera) and screenshots of any error messages you may have encountered. We will try to help resolve any issues as quickly as possible.

21. Why is my coupon not working?

Please verify the details of the coupon and make sure that the offer has not expired. If you are still encountering a problem, please Contact a NXP Representative for assistance.

22. What happens when I order more product than you are showing in stock?

NXP does not ship partial orders. If we do not have enough stock on hand to cover the entire quantity ordered for a particular device, the order queue for that device will be scheduled based on an anticipated availability date on which we expect to have enough stock to ship. For more information, please refer to the separate page on Buy Direct Product Availability, Shipping Method and Delivery Expectations.

23. How can I find out the status of my order?

You may view your order status by clicking on the Order History link on your Registered User Home Page.

Shipping

24. What are my shipping options?

Currently NXP offers two levels of service: Standard or Priority. For an estimate of in-transit time and other shipping information, please refer to the separate page on Buy Direct Product Availability, Shipping Method and Delivery Expectations.

25. May I ship to a different address?

Yes. Although we automatically populate the shipping address with information from your registration profile, you have the option, during the order process, to enter a different shipping address by selecting the "No" radio button in the address Details portion of the Shopping Basket. After that, you may type over the pre-populated address fields. You also have the option of saving this alternate shipping address as your new address by clicking on the "Update Profile" radio button available at the bottom of the address form. If you want the address to be used only for a specific order, please do not click on the Update Profile box.

26. May I ship to a postal office mailbox (P.O. box)?

Unfortunately, at this time our carriers cannot deliver to PO, APO or FPO boxes.

27. How do I know if my order has shipped?

You will receive an "order shipped" notification email that will contain your tracking number. You can also find the tracking number by accessing the Order History link on your NXP Registered User Home Page.

28. How can I find out the status of my sample order?

You may view your order status by clicking on the Order History link on your Registered User Home Page.

29.How can I see my order history and shipping status?

You may view your order history and the shipping status of any open orders by clicking on the Order History link on your Registered User Home Page.

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Returns and Other Concerns

30. I ordered the wrong samples. How do I return or exchange them?

Because samples are offered at no charge, there are no return privileges for Samples.

31. I need to return a product that I ordered. What do I do?

WARRANTY REQUESTS:

Tools and Software: If you need to submit a Warranty (Return For Replacement) request for an NXP development tool or software purchased though Buy Direct, please visit Returns and Warranty Information and click on the link titled Submit a Tool Warranty Request (Return for Replacement).

Silicon Devices: If you need to submit a Warranty request for an NXP silicon device purchased through Buy Direct, please submit a Contact NXP Representative for assistance.

32. I'm having difficulty placing my order or I get an error message. May I place an order by phone or email?

We apologize for any inconvenience or difficulty you may have when trying to place your order through the NXP Buy Direct online store. Unfortunately, at this time we are unable to accept phone or email orders because our payment-processing services are performed via an automated secure-payment gateway. If the problem you have experienced is not addressed by the FAQ topics on this page, please contact us by Contacting a NXP Representative for additional assistance. Please provide as many details as possible, including (at minimum) your computer operating system (e.g., Windows, Mac OS, Linux), your web browser (e.g., Internet Explorer, Firefox Safari, Opera) and screenshots of any error messages you may have encountered. We will try to help resolve any issues as quickly as possible.

33. Why am I getting an error while trying to enter my production start date?

The production-date calendar uses JavaScript, and you may need to enable JavaScript in your browser. Please follow these instructions to see if it resolves the problem.

FireFox/Mozilla/SeaMonkey:
Tools Menu >> Options >> Content Tab >> check the "Enable JavaScript" option.

Internet Explorer:
Tools Menu >> Internet Options >> Security Tab >> Internet (icon) >> click "Custom Level" button >> scroll and find "Scripting", then find and check boxes that enable "active scripting." then find and check boxes that enable "active scripting."

Opera:
Tools Menu >> Preferences >> Advanced Tab >> click on "Content" >> check "Enable JavaScript" option.

34. Why is my coupon not working?

Please verify the details of the coupon and make sure that the offer has not expired. If you are still encountering a problem, please Contact NXP Representative for assistance.

35. Why was my order refused?

NXP Semiconductors, Inc. may refuse orders for any reason, including (but not limited to) the following: export control; regulations; concerns about misuse; excessive quantity, and/or multiple requests; multiple registrations by the same user; and prohibitive duties and tariffs imposed by some countries. In the event that your order is refused, you will be notified by email.

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Legal, Privacy and Other Questions

36. Am I responsible for VAT/GST, import duties, and/or taxes?

Your packages may be subject to the customs fees and import duties of the country to which you have your order shipped. Such taxes are levied once a shipment reaches your country. Additional charges for customs clearance must be borne by you. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country. You should contact your local customs office for further information. Please refer to the separate page on Buy Direct Product Availability, Shipping Method and Delivery Expectations for additional information regarding VAT/GST, import duties and taxes.

37. Can I make suggestions on how to make your site more effective?

The NXP Web site is constantly improving. As we address the ease of use and effectiveness of the site, we are also adding new features. We welcome your suggestions, so please feel free to contact us. The best way to ensure that your comments are recorded and reported is to use our Contact NXP Representative interface, but you may also email the Webmaster.