Frequently Asked Questions
Frequently Asked Questions — ICD
About ICD
What does ICD do?
ICD supplies enterprise server spare parts, certified refurbished servers, networking equipment, and storage from Dell, HPE, Lenovo, Cisco, IBM, NetApp, and more. We also deliver Third-Party Maintenance (ICD Care+), Spare Parts as a Service (ICD Parts+), IT Asset Disposition (ITAD), and certified data destruction (ICD Data Shield).
Where is ICD based?
Headquartered in Cairo, Egypt since 2005. We ship to 100+ countries worldwide.
What are ICD’s credentials?
Tax Identification Number 500683026, registered in Egypt since August 2015. ISO 27001, NAID AAA, and R2v3 certifications in progress.
Ordering and Quotations
How do I request a quote?
Submit a Request a Quote form or email [email protected]. Include part numbers, quantities, and delivery destination. We respond within one business day, often within hours.
How long is a quotation valid?
7 business days from issue date unless otherwise stated. Prices may adjust if exchange rates or supplier availability change materially.
Do you publish prices?
Prices are quoted per request. This protects customers from stale pricing and reflects current supply conditions, volume discounts, and shipping optimisation.
What currency do you quote in?
All quotations are in USD. Egyptian customers may settle in EGP using the invoice-date exchange rate.
Payment
What payment methods do you accept?
Bank wire (T/T), Visa, Mastercard, Meeza cards, Letter of Credit (L/C), and cheque (domestic). See Payment Methods for full details.
Is card payment secure?
Yes. Card data is tokenised at the acquirer — ICD never stores raw card numbers. All card transactions use 3D Secure. See Security Statement.
Do you offer credit terms?
Net-30 terms are available to verified partners subject to credit review. Contact [email protected].
Do you charge VAT?
Egyptian invoices include 14% VAT per Egyptian VAT Law 67/2016. International invoices are zero-rated for export where documentation supports this.
Shipping and Delivery
How long does delivery take?
Greater Cairo: typically 2 weeks from PO + payment clearance (in-stock items same-day if confirmed before 11:00 AM Cairo time). MENA: 1-3 business days via DHL/Aramex. Africa/Europe: 3-5 business days. Worldwide: 5-10 business days.
Do you ship internationally?
Yes — to 100+ countries via DHL Express and Aramex. See Shipping Policy.
Who handles customs clearance?
We provide full export documentation (commercial invoice, packing list, HS codes, air waybill). Import duty and VAT in the destination country are the buyer’s responsibility unless a DDP arrangement is agreed.
Can I ship to a data centre address?
Yes. We regularly deliver to major colocation facilities in Cairo, Dubai, Nairobi, Lagos, Johannesburg, Frankfurt, and beyond.
Warranty and Returns
What warranty do you offer?
Minimum 90 days on all items. Certified Refurbished items carry 1-year standard warranty, extendable to 3 years. New OEM items carry the manufacturer’s warranty. See Warranty Policy.
How do I return a defective item?
Email [email protected] within 7 days of delivery for DOA, or within 30 days for other return cases. You receive an RMA number within 24 business hours. See Returns and RMA Policy.
Who pays return shipping?
ICD covers return freight for DOA, wrong item shipped, or material misdescription. Customer covers return freight for change-of-mind returns.
How long do refunds take?
ICD initiates refunds within 3-14 business days of returned-item receipt (depending on case). Bank processing is additional and varies by payment method. See Refund Policy.
Cancellation
Can I cancel an order?
Yes, with no fee if sourcing has not started. After supplier PO issuance, case-by-case with possible 25% fee. After shipment, refer to Returns Policy. See Cancellation Policy.
Can I cancel a custom-configured server?
Once build has started, custom-configured (CTO) orders are non-cancellable. Please verify specifications carefully before confirming a CTO order.
Services
What is Third-Party Maintenance (TPM)?
ICD Care+ provides post-warranty hardware support at 40-80% below OEM prices. Coverage includes parts, labour, and L1-L3 engineering. See TPM page.
What is Spare Parts as a Service (SPaaS)?
A subscription model where ICD holds dedicated spare inventory for your fleet. See SPaaS page.
Do you destroy old data drives?
Yes. ICD Data Shield provides three tiers of certified destruction (NIST 800-88 wipe, degauss, physical destruction with video). Certificates of destruction issued. See Data Shield.
Do you buy back old servers?
Yes. 48-hour cash offer, free pickup in Egypt, secure data wipe included. See Server Buyback.
Compliance and Privacy
How do you protect my data?
We apply PDPL Law 151/2020 compliant controls: SSL encryption, role-based access, encrypted backups, Wordfence WAF, 2FA on admin accounts, and certified data destruction at end-of-life. See Privacy Policy and Security Statement.
Are your refurbished parts genuine?
Yes. Every refurbished item is tested under load for 72 hours minimum, sanitised per NIST 800-88, and certified with 1-3 year ICD warranty. No counterfeit parts, ever.
Contact
How can I reach ICD?
- Sales: [email protected] · +202 27052005
- RMA: [email protected]
- Finance: [email protected]
- Privacy: [email protected]
- Security: [email protected]
- WhatsApp: +20 104 022 2214
- Office: 22 Street 299, Maadi, Cairo · Branch: 72 Gamaet El Dewal St., Mohandseen, Giza