Sales Support:

• 1. How long will it take to get your support response?

  A: Generally, we will reply to you within 24 hours except for weekends or holidays due to the time difference. But in most cases you'll get our response in a few hours or immediately.

• 2. How can I know if my order is processed successfully or not?

  A: Generally speaking, once the order is processed successfully, you will receive a confirmation e-mail from the payment platform: SWREG, RegNow or PayPal. After this e-mail, you will receive a registration e-mail from us within an hour, please check both inbox and the spam folder to see if the auto-generated email is marked as spam.

      If your order is successful, but you have not received the registration e-mail after 12 hours, please contact our support team.

• 3. What payment methods do you support?

  A: We accept Visa, MasterCard/Euro Card, Discover, American Express, Diner's Club, JCB, and check cards or ATM cards connected with one of the major credit card companies listed above. We also accept Bank/Wire Transfer, Check/Money Order, Fax - Credit Card, Invoice and PayPal.

• 4. Is it secure to purchase from your Website?

  A: Our website is McAfee security scanned. We cooperate with Digital River (SWREG, RegNow) and PayPal to receive payment. During the order process, SSL encryption is applied to protect all the data and information you provided for the order.

• 5. Why I didn't receive the license code for several hours after my purchase?

  A: There are several possible reasons:
  1. Because of your Email setting, the letter with license code went to Trash directly. Please look for the letter there.
  2. Your Email service provider rejects Emails from unknown senders, so the license code cannot be sent to you.
  3. You provided invalid Email address when you ordered the software. If you are under one of the last two situations, please contact our Sales Team at sales@easydvdsoft.com to get assistance.

• 6. If I want a CD-ROM of the software, what should I do?

  A: You have to place your order via SWREG platform. When you order our product, you can Add Backup CD of your Order. You need to pay extra fee for each CD-ROM. SWREG staff will make and send the CD for you.

• 7. Do I have to wait for the CD to begin using the software?

  A: You don't have to wait for the CD. You order the downloadable version of the software at the same time you order the CD. You can download the software from our website to use it at once. Please use the registration information you get from the confirmation letter to register the full version of the software.

• 8. If I don't need the CD but purchased it by accident, what should I do?

  A: If you don't need the CD, please don't Add Backup CD of your Order. If you purchased the CD by accident and have no need of it, please contact us. We will contact SWREG staff and ask them to refund the CD for you.

• 9. What is your Refund Policy?

  A: We'll hold the 30-day money back guarantee if our products cannot normally work with error or bug. But sometimes the software doesn't work well due to improper operation. We suggest that you contact our support team for help first with detailed problem description.

• 10. What shall I do, if the registration code is invalid?

  A: There are following possibilities to cause the failure:
  1. The registration code doesn't match the version
  The registration code you receive from us is only valid for the latest version of the program. So please make sure you've downloaded the software from the Download URL included in the registration e-mail.
  2. Wrong spelling of your licensed e-mail address or registration code
  Both licensed e-mail and registration code are case sensitive. Please copy them from your registration e-mail and paste them into the proper text boxes in the registration window.
  
  If the above is all correct, you still could not register the program successfully, please contact our Support Team.

• 11. I lost my registration code or I didn't receive it after purchase, what should I do?

  A: If you lost your registration code or you did not receive the code after purchase, you can write to us at sales@easydvdsoft.com, and please enclose your order related information (such as Order ID, E-mail address, name you used when you purchased, etc.) which will enable us to find your order in our database in time.

• 12. What is your Upgrade Policy?

  A: We provide free life-time upgrades for most of our programs for our registered customers. You can log in our Support Center to retrieve the latest download URL and corresponding registration information.
  
  If this upgrade is not free, we will send newsletter to our registered customers. In this case, our registered customer can enjoy the major upgrade by paying a small upgrade fee.
  
  If you need to upgrade your paid program to a more powerful program in our company, you can pay the price difference to get the powerful program. Please contact our support team and describe your situation clearly.

• 13. I am worried about my private information and I dislike paying online. Do I have other means to purchase your product?

  A: You don't need to worry about that. Our payment platform is secure. If you don't like to pay online, you can choose SWREG platform to purchase. They allow you to use Credit Card by Fax or Phone.

• 14. Who is the Regnow?

  A: RegNow, the premier payment service provider in software industry, enables any software company to securely and easily receive payments online. Regnow is located at Eden Prairie, Minnesota, USA. Their official website: http://www.regnow.com
  
  As a software provider we focus on software development, so we outsource our payment issues to Regnow. So, when you click "Buy Now" button from our website, you will be directed to Regnow payment page.

• 15. When can I get my money back?

  A: Once your refund request is approved, it will take 3~7 business days for the credit to appear on your account.

• 16. I have paid for the program, but it is still showing as unregistered?

  A: You have to activate the program with your licensed e-mail and registration code. After registration, the program will be a registered as a full version.

• 17. How can I join your affiliate program?

  A: At present, we only accept Advantage Affiliate System, so you are interested in join our affiliate program, you can sign up Digiarty Affiliate program, and it only takes a few minutes. Please feel free to contact us for further materials or any questions at: affiliate@easydvdsoft.com.