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Customer FAQ
We aim to deliver the best buying
experience on the Internet. Click on a Question/Topic below to get help.
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Order Information |
What is my order status?
When your order was submitted, you would have been told immediately if
it was processed successfully, or if it was unable to be processed.
If it was processed successfully, you would have received an email
receipt from emetrix.com with additional order details and fulfillment
information. If your order was not successfully processed, you
would have been told immediately, and provided a reason why your order
could not be completed.
When will my credit card be charged?
Your credit card will be charged the same day your purchase has been
placed.
How will the charge appear on my credit card?
The charge will appear on your credit card as: "Emetrix Online Sales"
I need a copy of my invoice.
To View your Invoice,
Please Enter the Following Information:
- OR -
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.
How do I enter a shipping address?
If you ordered a physical product, a shipping information page will be
presented where you can enter a separate shipping address.
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 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. Please provide them with any error message
you may have received.
Who is Emetrix?
Emetrix is a company that provides payment processing solutions to
developers and manufacturers of software products. Companies who have
partnered with Emetrix use our services to handle online order
processing.
What if I dont have a credit card?
If you don't have a credit card or would rather pay by other means, we
can accept a check or money order for your purchase. Just print and send
the order form with payment for processing.
Click here
for the order form. For more specific information
contact us.
Do you accept corporate purchase orders?
You can submit a corporate purchase order to us by fax at (801)
497-9456. Purchase orders must be a minimum order of $100.00 USD. For
more specific information
contact us.
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Download Information |
What should I do before I download?
Please check your system and disable any of the following prior to
downloading your program.
Firewall: These are designed to stop downloads from non-approved sites.
Anti Virus Programs: These will try to stop and scan a download. It may
cause the download to be corrupt or damaged.
Download Monitors: Programs such as GoZilla! and NetZip are not
compatible with our server and will sometimes block or stop downloads.
Screen Savers: In some instances, screen savers can interfere with the
download process. If you have a screen saver that is starting while you
are downloading, please disable it temporarily until your download is
complete.
Finally, if you are having problems downloading, try using an alternate
browser, and/or updating your browser to the newest version. Not all
browsers are fully compatible will all servers. If you are using AOLs
built in browser, we recommend using Internet Explorer or Netscape
Instead. For more information on these alternate browsers or to update
your browser visit:
http://www.microsoft.com/ie/
or
http://www.netscape.com
How do I download?
You can download by locating your download link in your order
confirmation email. If you purchased a registration key for software,
the download will be found at the vendors site. If you are not sure
what site the software originates from, please use the
vendor information
lookup page to locate specific site and contact information for the
vendor.
Where do I download the 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. We
find that it is easier to install the program after downloading it to
your 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 happens 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. Contact the vendors Technical Support if you require any
assistance with installation. This information can be located on your
confirmation email.
How do I re-download software that I have purchased?
To re-download software you have already purchased, locate your
download link in your order confirmation email. If you purchased a
registration key for software, the download will be found at the
vendors site. If you are not sure what site the software originates
from, please use the order
lookup page to locate specific site and contact information for the
vendor.
What if the download stops before it is complete?
Emetrix provides downloads that adheres to the HTTP 1.1 specification
that allows for re-startable downloads. Therefore, if your download
stops or is interrupted before it is complete, simply re-attempt your
download.
What if I want a shipment, but I've already ordered the
download?
In some cases, you will have the option to purchase a backup CD after
your purchase of a download has been completed. Please
contact Customer
Service for assistance with this process. Please be advised that not
all products will be available as a backup CD.
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.
What is a registration code?
A registration code is a tool that software companies use to
validate a paid user. If an order is fulfilled by registration code, you
will receive a password that allows you to 'unlock' a product's trial
version. The trial version is available to download from the
manufacturers web site before you purchase the software.
I need to utilize the Registration Backup Service.
If you purchased the Registration Backup Service with your order, you
can use this form to have your registration codes re-sent to you.
Please enter the email address from your order to have your registration
codes re-sent to you. When you submit the form, we will send you the all
registration codes for all orders for which you purchased the
Registration Backup Service that contained the email address you enter.
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Reseller Assistance |
What discounts do I receive?
Each software developer provides a different discount to their
resellers; you will need to
contact them directly
for this information
Can I change the recipient email address?
No, you are not able to change the recipient email address at this time.
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Privacy and Security |
What is your Privacy Policy?
We are committed to your privacy. If you would like to read over our
uses of your data, please
review the policy.
Digital River, one of the most trusted names in e-commerce and Web-based
technology, respects the privacy of our partners, clients and their
customers. Any and all information collected at this site, within the
Digital River Commerce Network Server (CNS) and the Database Security
System (DSS), is held with the utmost care and will not be used in ways
not consented to.
What is the Digital River Secure & Virus Free Guarantee?
Your shopping safety is guaranteed! You are totally protected when you
order through any Digital River network member. We go the extra mile to
protect you:
Digital River Guarantees that you pay nothing if any unauthorized
charges are made to your card as a result of shopping with us.
Digital River Guarantees that all downloads from us will be 100% Virus
Free.
Digital River Guarantees that all information that you provide while
shopping is encrypted so no one can access or use personal information
in an unauthorized manner.
So, rest assured, the Digital River Secure & Virus Free Guarantee
provides the ultimate in shopping protection and peace of mind!
How can I know my order is secure?
Our order forms are designed to warn you if you are using an insecure
connection. The top of the order page will tell you if the form you are
using is secure or not.
Here are other ways to tell if a page is secure:
For Microsoft Internet Explorer:
- You will see a yellow lock in the lower right hand corner of the
browser.
- If you right click on the page and select properties, the dialogue box
will display 'HyperText Transfer Protocol with Privacy' under protocol.
- The page URL will begin with https:// and not http://
For Netscape Navigator:
- You will see a closed blue lock with a yellow highlight in the lower
left hand corner of the browser.
- If you double click on the lock your browser will tell you more
information about the server certificate and security.
- The page URL will begin with https:// and not http://
For other browsers
Please refer to your browser documentation.
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Technical Support |
How do I receive technical support for the product I purchased through
Emetrix?
Emetrix is not able to provide technical support. To obtain technical
support contact information, consult the documentation provided within
the product or contact the vendors Technical Support. The vendors
Technical Support information can be found in your email confirmation.
Why do I need to accept cookies?
Cookies are placed on your browser for your convenience, and the
Commerce System used is cookie dependent. When you place an order,
information is written onto your hard drive. This allows us to know
which items you have placed in your order shopping cart. The
cookie does not contain any personal information, just a number that
links your browser to the items in your cart.
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 Internet Explorer 6+, go to the Tools menu and select
Internet Options. Within the Internet Options window, select the Privacy
tab. The default browser setting is medium, which allows you to accept
cookies. To change this setting, move the slider to determine which
setting you prefer. If your setting has been set to Custom, click the
Advanced button and choose Accept Cookies.
If you're using Internet Explorer 5.x, go to the Tools menu and select
Internet Options. Within the Internet Options window, select the
Security tab. Select Internet, then Custom Level. Scroll down to Cookies
and choose Enable.
If you're using Netscape 7+, go to the Edit menu and select Preferences.
Double-click the Privacy & Security category, select Cookies. Set your
Cookies preferences.
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Shipping Information |
Will I get a disk in the mail?
You will get a disk in the mail ONLY IF the delivery option you choose
explicitly states so. Not all products are available for physical
delivery. Your email receipt will tell you the product(s) you
ordered contain CD ROM delivery.
Do you ship outside
of the United States?
Yes, we do ship outside of the United States. We will ship to any valid
address anywhere in the world.
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.
Can I change my shipping address?
Unfortunately, you can not 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 can not 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.
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Returns and Cancellations |
How can I cancel an order?
Due to the automated way that orders are processed and fulfilled, once
an order is processed, it cannot be cancelled. If you would like to
request a refund see below.
What is your Refund Policy?
Refund policies are created by the individual manufacturer of software
that you are purchasing, not Emetrix. Each software vendor has a unique
policy; you will need to contact them directly for this information.
The software vendor's contact information can be found in your email
order confirmation.
When will the credit appear on my credit card?
If a software vendor approves your request for a refund, we will submit
the refund to your bank within one business day. The refund credit
will appear on your card within 5 7 business days of the credit being
issued.
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Still Need Help? |
Contact Customer Service
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