FAQ - Frequently asked questions
Products & Configuration
Which PC is the right one for me?
There’s no such thing as THE perfect PC for every gamer. The PC that’s right for you is the one that exactly matches what you want and need. This can vary depending on your favorite games, monitor resolution, special must-have features (RGB anyone?) or whether you have a fixed budget.
We can support you in finding your ideal system or even putting one together yourself – free of charge and without obligation, of course. Our team of experts looks forward to answering your questions by email, phone, chat or contact form. Get expert advice now.
Can I customize a PC myself?
Sure, you can assemble your PC yourself to suit your own preferences. It’s a piece of cake with our PC configurator: Simply select a basic configuration, click on ‘Configure now’, and customize all components to suit your needs with just a few clicks.
Find out more about the configurator here: Our PC configurator for your dream PC .
Ready-made or configured system – what’s the difference?
Our ready-made systems feature components that are perfectly matched to each other and are available directly from stock (usually delivered within 2-3 business days). You cannot request any changes to them
Configurable systems can be customized individually – recognizable by the ‘Configure now’ button. In this case, you are free to choose the components yourself, and the system will be built specifically for you (usually delivered within 5-7 days if components are available).
What’s preinstalled on my PC?
All Windows-based PCs come ‘ready to play’. This means that:
- Windows comes pre-installed and activated (with an original Microsoft license key).
- All standard drivers for components are installed (motherboard, chipset, graphics card).
- Depending on the components selected, we may install additional software, such as Samsung Magician or Corsair iCUE.
- We NEVER install bloatware or advertisements – just a stylish background image that you can easily change, of course ;-)
Support: How can I get help with component selection or configuration?
Not sure which PC is the right one for you, can't decide between two favorites, or need an expert opinion to fine-tune your configuration? Absolutely no problem!
We can support you in finding your perfect system or even putting one together yourself – free of charge and without obligation, of course. Our experienced support team is happy to answer your questions. Get expert advice now.
Payment & Financing
How can I pay?
You can choose between different payment options. All information can be found here: Payment methods
Can I purchase on account?
Yes, you can purchase on account too. All information can be found here: Payment methods
Is it possible to pay in installments?
No, unfortunately, payment by installments or financing are not available to customers based in Switzerland. For this purpose, we offer payment options like PostFinance and TWINT, which are popular in Switzerland.
Shipping, Delivery & Returns
All shipping information
All information about shipping providers, packaging and more can be found here: : Shipping
Delivery time: How long do I have to wait for my PC?
The delivery time depends on the product and availability.
Ready-made systems – ready for immediate delivery: 2-3 business days Your order will be shipped immediately after receipt of payment. If you pay right away, it is often dispatched within the same day, or no later than the next business day.
Configurations – ready for immediate delivery: 5-7 business days Your system will be assembled, pre-installed, and tested for you immediately after payment is received. Only after it has passed all tests with flying colors will it be shipped. Please check the availability of individual components in the configurator.
Note: There may be slight delays during periods of high order volume (e.g., Black Friday).
To which countries does Joule Performance deliver?
We deliver to Switzerland, Germany, Austria, and France.
How much are the shipping costs?
Shipping is always free for private customers. It doesn't matter how much you order or how heavy your package is. Separate terms and conditions apply to business customers.
Does the graphics card come pre-installed?
Yes, the graphics card is built in and the PC is ready to use right away. To prevent sagging and transport damage, an extra graphics card fixture is always included – at no extra cost, of course! :-)
Can I pick up the order myself?
Sure, in Switzerland, pick-up is possible under certain conditions:
- Pick-up was prearranged with one of our customer support agents prior to placing the order. They will also provide you details about the pick-up location and date, if possible.
- The order was paid for in full before collection
- The system is in stock (it goes without saying ;-) ) - please note the specified delivery times
Please understand that pick-up is usually not possible during peak periods (e.g., Black Friday or Christmas)
What should I do if my PC has been damaged during transport?
In the event of transport damage, please notify us immediately by email at info@jouleperformance.ch, providing clear photos of the damage and your order number.
Important: Please always contact us before returning any items!
What should I do if my PC does not start immediately after delivery?
First of all: Do not panic! There is often a simple solution to this:
- Check whether the supplied power cord is properly plugged in, both into the power outlet and into the PC's power supply.
- Check whether the power supply is switched on. The switch directly on the power supply at the back of the PC is set to ‘ON or ‘I’ depending on your power supply.
Checked both, and the PC still won’t turn on? Please contact us directly: Contact us.
If you see an error message or an LED is lit on the motherboard, please send a clear photo by email.
Returns: What do I need to do to return my PC?
Important: Please always contact us before returning any items! Please, send an email to info@jouleperformance.ch with photos of the following:
- Serial number: starts with ‘PAM’ and can be found on the sticker affixed to the back of your PC.
- Your contact details: Name and address as stated in the order
- Reason for return or clear pictures showing visible damage
Once we have checked the key data, we will contact you and discuss the next steps in detail.
Returns: How do I pack my PC correctly?
Important: Please always contact us before returning any items!
- Switch off the power supply (switch to ‘OFF’ or ‘O’, depending on your power supply).
- Fit the transport protection (firm foam cushion) that came with your PC back in place.
- Put your PC back in its original packaging (cardboard box + polystyrene parts).
- Optionally, for faster processing: Place a note in the box with information about the reason for return (e.g., description of the defect or upgrade).
Quick note: Most shipping companies do a great job – but sometimes things can get a little bumpy during transport. So it’s better to pack everything really well to ensure it arrives safely :-)
Warranty & Service
All information about the warranty
All information about warranty periods, warranty types, warranty conditions, and more can be found here: Joule Performance Warranty
Can I open my PC without losing the warranty?
Yes! You actually have to do this to remove the transport lock and clean the fans regularly.
Can I have my PC upgraded at a later date?
Yes! We offer you the latest hardware, professional conversion, and even a fresh warranty on top of that.
This is how the upgrade service works:
- Contact us: Use the contact form to send us a message with your requirements and the serial number of your PC. The serial number tells us which components you have installed.
- Support: We will discuss with you about the hardware you would like installed, or advise you if you are not entirely sure of what you need.
- Offer: You will receive a non-binding cost estimate with all costs for the upgrade, including service.
- Sending to us: If you accept the offer, send the PC to our workshop (see “How do I pack my PC correctly for return shipping?”)
- That’s all! After the upgrade, we will send your PC back to you free of charge with renewed power plus a one-year warranty on new components.
My PC has a problem – where should I report it?
Don’t worry – ask the professionals! Contact our Support Team with any PC problems. You can reach us conveniently by email, over the phone, using our chat feature, or via the contact form. Contact us
Ordering & Process
Is it necessary to create a customer account to place an order?
No, you can also order as a guest without opening a customer account.
However, a customer account does have a number of benefits: In the dedicated customer section, you will find all your orders in one place, can store your PC’s serial number, report service issues directly, and subscribe to or unsubscribe from our newsletter.
If you would like to take advantage of these benefits, please create a customer account before placing your order. It is not possible to transfer data from guest orders at a later date.
Has my payment been received yet?
Once your payment has been received, you will receive a notification by email. Please also check your spam folder. Along with the payment confirmation, you will also receive your invoice as a PDF (in a separate email).
When will my order be shipped?
Your order will be prepared for shipping as soon as your payment has been received. The time it takes for your PC to be dispatched depends on the delivery time.
More info available under ‘Delivery time: How long do I have to wait for my PC?’
Where can I find my invoice?
The invoice will be sent to you by email (PDF) after payment has been received. Please also check your spam folder. If you need a copy of your invoice or have any other invoice-related questions, our support team will be happy to help.
How can I cancel an order?
To cancel, please write to us by e-mail or using the contact form quoting your order number. We will get back to you as soon as possible.
Unfortunately, we cannot cancel your order if it has already been shipped.
Can I return my PC if I don't like it?
If your PC is defective right from the start (dead on arrival), you can return it within 3 days of delivery. Please check your unit for delivery damage and functionality immediately upon delivery. In the event of damage, please report it immediately by email to info@jouleperformance.ch, ideally including photos of any visible damage.
Further information: Terms & Conditions
About the PC
Where can I find my PC’s serial number?
You can find the serial number on a sticker affixed to the back of your PC. The serial number begins with ‘PAM’. Example
Do not remove the sticker! It is basically your PC’s ID card. We require the serial number for all service and warranty cases.
How are the PCs tested?
All PCs are tested by our experienced technicians before shipping. Only systems that pass with flying colors are allowed to leave the premises.
Function test – on all PCs
We check that all components are working smoothly, make sure the settings are optimal plus perform any BIOS/UEFI updates that may be necessary.Performance test – on Windows-based PCs
Besides the functional test, we perform at least one hour of stress testing with Furmark and Prime benchmarks. Performance, stability, and temperatures are all tested at full load.Note: Unfortunately, these performance tests cannot be carried out without an operating system. Therefore, we recommend ordering your system complete with Windows..
Where do you get the Windows license keys?
Joule Performance is an official Microsoft partner. This means that we obtain the license keys directly from Microsoft. This way, we can guarantee that all our PCs come with genuine Windows keys and no third-party licenses.
Where can I find my Windows license key?
You do not need the license key to reinstall Windows. The key is stored digitally in at least one location so that you do not have to enter it manually in the event of a reinstallation.
- BIOS: If Windows is preinstalled, the license key is assigned to the motherboard and stored in the (UEFI) BIOS.
- Microsoft account: If you connect your PC to a Microsoft account, you can save the license key directly to your account
You can only read the license key directly via a prompt or using external tools. Here you can find a guide (in German): Retrieving the Windows 11 product key
How can I reinstall Windows?
Use the recovery USB stick included in your PC's accessory pack.
- Important: Make sure to back up all personal data located on the drive where Windows is installed!
- Insert the USB flash drive and turn on the PC.
- Access the BIOS setup (the key varies depending on motherboard manufacturer – refer to the manual for details. This is often ESC, F2, F8, or F10).
- In the BIOS, navigate to the ‘Boot’ or ‘Boot Order’ menu. Set the USB stick to boot first. Save the changes and exit BIOS.
- Follow the instructions on the setup screen to format the hard drive and reinstall Windows.
Can I install my own components, such as a hard drive?
Of course, you can install small components such as an additional hard drive yourself.
Important: We do not assume any liability for components installed by you or damage caused during conversion. Replacing fundamental components, such as the motherboard, will void the warranty for the entire system.
You can find more information under Warranty & Service: Warranty for upgrades.
May I overclock or mod my system?
It's your PC – so theoretically, you can do whatever you want with it :-) However, any changes you make to its performance or components are always at your own risk!
In other words: Any issues or damage that may arise are generally excluded from the warranty, or may even result in the invalidation of the warranty for the entire system.
Find out more: Joule Performance Warranty
How can I control the RGB lighting?
You need a suitable program for RGB control. This can be downloaded from the respective manufacturer:
- MSI Mainboard: MSI Mystic Light RGB
- ASUS Mainboard: ASUS Armoury Crate
- Corsair iCUE components: Corsair iCUE Software
Bundle offers: When and how will I receive the promotional code to redeem?
You will receive your promotional code (game key) and all information on how to redeem it by email. This usually takes place 1-2 weeks after your PC has been shipped, at the latest by the end of the promotional period.
If you have any questions concerning bundle offers or encounter any issues when redeeming them, our support team will be pleased to assist you.
Didn't find a helpful answer?
If you haven't found a suitable answer in the FAQs, write us or give us a call.