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Order FAQs

Order Information 

What is my order status?
Fill out the information in the following form, including your order number, and a customer service representative will get back to you shortly: Submit an order inquiry
 

What is Online File Backup Protection?
Protect your purchase with Online File Backup Protection. We will keep a back-up copy of your digital file should you need to re-download it for any reason. This service will enable you to make multiple downloads of digital computer software products purchased in a single order and downloaded from this website for a period of one (1) year after the date of purchase.
 

What is Backup CD?
Protect your purchase with a Backup CD. Get a Backup CD of your downloadable software mailed directly to you. This feature is only available as an additional service to the purchase of a digital product and cannot be purchased as a stand alone product.

What payment methods do you accept?
We accept Visa, MasterCard, Discover, American Express, and check cards or ATM cards, so long as they are connected with one of the major credit card companies previously listed. You can safely enter your entire credit card number via our secure server, which encrypts all submitted information. We also accept Checks and Money Orders. If you choose to pay by Check or Money Order select the appropriate payment method on the payment page, and directions will be provided to you after you have fully submitted your order.

How will the charge show up on my credit card?
The charge will appear on your credit card as: FS* macware

Do I have to pay sales tax?
Depending on the order, sales tax may be calculated and charged. Any sales tax charged will be indicated once your billing and/or shipping address have been entered during checkout. Pursuant to the Digital VAT Directive, European customers will be charged a 15% value-added tax (VAT) on all downloaded digital products and services including software. We will gladly credit sales tax for government institutions. Just fax us a copy of your tax-exemption form with an address matching your order's billing or shipping address at: 1-402-391-2413. Please include a copy of your receipt or your order number.

I need a copy of my invoice.
When ordering through the Macware website you will receive two emails. One will include a link to a printable invoice.

Can I order without a credit card?
In addition to Credit Cards, we accept Checks and Money Orders. If you choose to pay by Check or Money Order select the appropriate payment method on the payment page, and directions will be provided to you after you have fully submitted your order.

What address should I enter in the billing information screen? For credit card verification, you must enter the address exactly as it appears on your credit card statement. You do not need to enter a middle name or initial.

How do I enter a shipping address?
If you ordered a physical product (including a Backup CD of a download product), a Shipping Information section will be presented where you can enter a separate shipping address and the shipping method can be chosen, if applicable.

Should I put spaces or dashes in the Credit Card number?
No. Your card number should be entered in as a continuous string of numbers.

Why are you not accepting my credit card?
There are many reasons for a failed credit card transaction. Your card may have expired or reached its limit or a credit card computer, either on our end or your bank's end, may have encountered a machine error. If you do have problems, you can contact Customer Service 24 hours a day, 7 days a week. Please provide them any error message numbers you may have received, as well as the order number from the shopping cart.

How do I start a new order?
Simply click on any of the "buy" buttons/links throughout the Macware website. This is how you add products to your shopping cart.


Shipping Information

Has my order shipped?
Orders are generally shipped with 2 business days.  Orders received over the weekend will be shipped on the next business day.

Do you ship to my country?
We ship to all countries except those with trade sanctions in place with the United States.

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 country's import laws. These fees are not collected by this company, and this company does not have control of these fees.

When will my backorder ship?
Although we try to maintain inventory of all products in our warehouse, occasionally an item will be backordered. Normally, the product will become available in a few days. We will notify you if an item you purchased is on backorder, and will then notify you as soon as the product ships.

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 our warehouse and can no longer be changed by our system.

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 our warehouse and can no longer be changed by our system.


Technical Support

I need technical support for my product.
For technical support questions on any Macware software product,  please visit our support center.

Why do I need to accept cookies?
Cookies are placed on your browser for your convenience, and the FastSpring commerce system used is cookie dependent. When you place an order, information is written onto your hard drive in order to save products in your shopping cart. Because cookies read information on your hard drive, some think this means they give access to all the information on your computer. Our commerce system encrypts all cookies and they cannot be read by any other web page. The cookie actually contains no personal information, just a unique identifier for our system to recognize this browser.

Are cookies a security risk?
No. Because cookies read information on your hard drive, some think this means they give access to all the information on your computer. Our commerce system encrypts all cookies and they cannot be read by any other web page. The cookie actually contains no personal information, just a unique identifier for our system to recognize this browser.

How do I set up my browser to accept cookies?
If you're using Safari, go to Preferences and select Security. You can choose to Accept cookies: Always, Never, or Only from sites I visit.
If you're using Firefox, choose Options from the Tools menu. Choose Remember history if you want to always accept cookies and save other web content. Choose Use custom settings for history if you want to manually configure your settings.


Download Information

How do I download?
Once you complete your order you will be able to download your purchased software from the order confirmation page.

How do I get my serial # or unlock codes for my purchase?
Once your order is complete you will receive 2 separate emails: one with your order information and a link to a printable invoice, and the other with any unlock codes/keys/serials required for each software product. If you experience any trouble with the software contact our support center.

What is Online File Backup Protection?
Protect your purchase with Online File Backup Protection. We will keep a back-up copy of your digital file should you need to re-download it for any reason. This service will enable you to make multiple downloads of digital computer software products purchased in a single order and downloaded from this website for a period of one (1) year after the date of purchase.

My unlock code/key/serial number is not working.
If you are unable to use the unlock code/key/serial number sent to you with your order, please contact our support center.

How do I re-download software that I have purchased?
The download link you receive with your order confirmation email is only valid for 6 attempts or 7 days. Partial or incomplete downloads count towards the total numbers of attempts allowed. Larger files have a larger number of attempts allotted to account for failed attempts. You can safeguard your purchase by extending your ability to download for a full 12 months by adding Online File Backup Protection to your order.

What if the download stops before it is complete?
You are allowed up to 6 attempts or 7 days to download your software, so remove any partially downloaded file and then try downloading again from the link provided to you in your order confirmation email.

What if I want a shipment, but I've already ordered the download?
Unfortunately, we are unable to exchange a downloadable product for a physical product that you have already purchased. Please place a separate order for the physical product. If you would like to purchase a CD in addition to your downloadable products you can add a Backup CD in your shopping cart.

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 link 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.


Returns and Cancellations

What is your Refund Policy?
Macware offers a 30-day money back guarantee. If you ordered a boxed product we require you to mail back the CD and manual for each product purchased. You can mail these to:

Macware, Inc.
Attn: Returns
9615 Ida Street
Omaha, NE 68122

How do I cancel my order?
If you selected to pay by check or money order, and have not sent in your payment then your order will automatically be cancelled after 30 days. Orders placed by credit card may only be cancelled the day they were placed. If you need to cancel your credit card order please click here and fill out the form with your request.

How do I request a refund?
Contact us with your refund request if it is within 30 days of your purchase date. If you ordered a boxed software product you will also be required to send back the CD and manual for each product purchased before your refund will be processed.

Mail to: Macware, Inc.
Attn: Returns
9615 Ida Street
Omaha, NE 68122

When will the credit appear on my credit card?
Your refund credit should appear on your card within 5 business days of us receiving your request and any other required material (CD and manual for each boxed product purchased).

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