Customer Service

Order Information

When will my credit card be charged? If you have purchased downloadable products your credit card will be charged the day after your purchase has been placed.

For purchases of physical products, your credit card won't be billed until your product is shipped. This includes any pre-ordered or backordered products. If your items are shipped separately, you will be billed each time an item is shipped.

When placing an order by credit card, we will first verify that the necessary funds are available through a pre-authorization hold. The pre-authorization may appear in your credit card transaction history, but will be removed within 1-2 business days of the full charge's completion.

Shipping Information

I live outside the US. Will I have to pay customs fees? If you live outside the United States, custom and tariff fees may apply according to your countries import laws. Custom and tariff fees are the sole responsibility of the customer; unfortunately we do not have control of these fees.

When will my backorder ship? Although we try to maintain inventory of all products in the warehouse, occasionally an item will be backordered. Normally, the product will become available within a week. You will receive email notification as soon as the product ships. As a reminder, your credit card will not be charged until your order has been shipped.

Can I change my shipping address? Unfortunately, you cannot change your shipping address after your order has been submitted. The order is immediately sent to the fulfillment agency and can no longer be changed by our system. If your package is not successfully delivered, it will be returned to the warehouse and a credit will be made to your account.

Can I change my shipment method? Unfortunately, you cannot change your shipment method after your order has been submitted. The order is immediately sent to the fulfillment agency and can no longer be changed by our system.

Download Information

How do I re-download software that I have purchased? To re-download software you have already purchased, you will need to go to your order information page and click on the download button.

Click here to find your order information.

How do I download? You can download by either clicking the Download button on your order details page, or by right clicking on the Download button and clicking Save Target As in Microsoft® Internet® Explorer® or Save Link As in Mozilla® Firefox®. Do not rename the download file as this can cause installation problems.

Where should I save the download file?
You can download the file anywhere you like, just make sure that you remember the location where you saved it, and the name of the file. Most people find it easiest to save their download file on their Desktop.

What will happen when I download?
Once the download starts, you will see a box pop up with a status bar, and a percentage that will climb to 100%.

What should I do after I download?
After the download has completed, you will need to go to the location that you saved the file at and double click on the new icon to start the installation. If you need help with the installation of your software, please contact the product manufacturer’s Technical Support for assistance.

What if the download stops before it is complete? If your download stops or is interrupted before it completes, simply click the Download button again and the download should resume where it left off. If you need to get to the re-download page, click here to look up your order.

I've finished downloading, where do I find it? The best way to know where your download saved is to pay close attention to the "Save As" window at the beginning of the download process. Once you have clicked the download button and selected the option to save the file, you will be given the "Save As" window, which shows you exactly where your download is being saved to on your computer.

If you know the filename, you can do a search on your computer for it.

Do not rename the file you're downloading, it may cause installation problems.

Technical Support

How do I get technical support for my product? For assistance with the installation, uninstallation, or use of your software, please contact the product manufacturer's Technical Support.

You can usually find this by going to the product’s home page and clicking on "Support".

Returns and Cancellations

What is your refund policy? To determine the refund policy for your purchase, first look up your order via the order details page. Once you have successfully located your order, click on “Back to Main Help Page.”

This will redirect you to the FAQ for the store you purchased from. Information about the store’s return policies will be located there.

Security

What is the Digital River Secure & Virus Free Protection? We take your shopping safety very seriously. You can shop with confidence knowing that we have taken steps to ensure you are protected when you order through any Digital River network member. So, you can rest assured when shopping with us because the Digital River Secure & Virus Free Protection provides you with shopping protection and peace of mind!

Here are the details:

1. You pay nothing if any unauthorized charges are made to your card as a result of shopping with us.

   Under the Fair Credit Billing Act, your bank cannot hold you liable for more than $50.00 of fraudulent charges. If your bank holds you liable for any of this $50.00, Digital River will cover your entire liability, up to the full $50.00. Digital River will cover this liability only if the unauthorized use of your credit card resulted through no fault of your own from purchases made through a Digital River network member while using the Digital River secure server. In the event of unauthorized use of your credit card, you must notify your credit card provider in accordance with their reporting rules and procedures and provide Digital River with reasonable requested supporting documentation.

2. 100% of software downloads available through Find My Order have been scanned for viruses.

   In the unlikely event your software downloaded from a Digital River network member contains a virus, Digital River agrees to either replace the affected software or refund the purchase price plus any shipping costs associated with the affected software. Digital River's liability is limited to the replacement or refund of only the virus-infected software downloaded from a Digital River network member. Digital River will cover this liability only if the virus resulted through no fault of your own from purchases made through a Digital River network member while using the Digital River secure server. Digital River does not assume liability for any costs associated with repairing or replacing any computer components, hardware, additional software, computer files, or any other costs associated with repairing, replacing, or removing virus-infected files from your computer.

3. All information that you provide while shopping is encrypted.

   Because we accept sensitive information from shoppers (name, mailing address, credit card number, and so on) Digital River uses VeriSign® Secure Socket Layer (SSL) technology to protect personal shopper information. This logic encrypts data being sent and received using high-level encryption technology. This technology assigns undetectable codes to data transmissions that only our server and shoppers can validate. This ensures that no external party can view the data.