Frequently Asked Questions
What is your return policy?
Compusult wants every one of your shopping experiences with us to be a positive one. We are happy to offer our customers a simple, no hassle return policy without any restocking fees if we are not in error of the original shipment! In the unlikely event that you are unhappy with your item, you may return it to us for a full refund of the purchase price less the actual shipping cost; however, a 20% restocking fee may be applied. Any discounts or free shipping applied to your original order may be deducted from your return credit. For example, if we offered free shipping on your order, we will issue you a credit for the purchase price of the returned merchandise, but will deduct our actual shipping costs for returned items. Items must be completely unassembled and unused, in their original condition and packaging, complete with all materials. Customers are responsible for returning the item to us. Please feel free to call us at 1-800-992-6058 or email firstname.lastname@example.org if you'd like additional information about the return. Refunds will be issued once we have received the item and it has been determined to be in like-new condition. Before sending back an item, please contact us at 1-800-992-6058 or email email@example.com to request a Return Authorization number. Once we receive your return request we will contact you within 24 hours with information regarding your return. All return requests must be made within 30 days of delivery. Clearance items may not be returned or exchanged. Licenses may also be returned depending on the manufacturer’s guidelines, removal of the program and a letter of destruction is required.
What is your shipping policy?
Orders placed by 3:00 p.m. Eastern Standard Time are processed the same day. All media and box copies of software may take 3 to 5 business days to ship to the customer. They are sent via UPS or FedEx ground unless otherwise specified. Licenses may take 2-4 days to be emailed out to the end-user listed on the order. For academic products, please remember your order will not be shipped until a valid academic ID is received. However, you can place your order anytime, and we will place your order on hold until we receive your valid academic ID or any other acceptable academic proof (see Proof of Academic Status section for more details).
How do I track the processing of my order?
At anytime you can come to our web site, log into your account and click on the Request Status button under the My Account section. Please keep in mind we only process orders for shipment Monday through Friday. If you are ordering after business hours or on the weekend, your order status could remain the same until the next business day. When your order ships, you will receive an email containing a link to our web site where you can view your order. You can also print a copy of your invoice from under My Account section. In any event, you are always welcomed to give us a call or email firstname.lastname@example.org requesting a tracking number for your order. Be sure to include your name, what you ordered, and if possible the order number.
What if my order arrives damaged?
Every shipment is insured in the unlikely event that damage occurs during transit to your shipping location. While cases are extremely rare, damages do happen once in a while. We request that you inspect your item(s) upon delivery. If your item(s) shipped via common carrier i.e. FedEx or UPS, simply refuse delivery and contact us immediately for a replacement. After delivery is refused, we will file a claim and send you a replacement product. For damages unnoticed at the time of delivery, we require that you send us photographs via email (email@example.com) within 48 hours, so that we can address and correct the situation. We will send out a new product or replacement part at our discretion.
What if I'm unavailable to receive my order?
Depending on the carrier, additional delivery attempts will be made. Redelivery fees may apply. If your order has shipped and you are unable to receive your shipment over an extended period of time, additional storage fees may incur. Alternatively, your shipment may be rerouted back to the manufacturer, thus incurring fees for re-shipment of your order.
What is your cancellation policy?
Because most of our items ship the same day depending on the time of order, we can only accept cancellations within 24 hours from when your order was placed. If an item has already shipped within this 24 hour period, you will be responsible for paying shipping back to the manufacturer and a restocking fee. All cancellation requests must be emailed to firstname.lastname@example.org.
What are Acceptable Proofs of Academic ID?
One of the following: A copy of dated student ID card, dated faculty ID card, dated current class schedule, letter from school on school letterhead, recent faculty/staff pay stub, link to faculty/staff webpage on official school website, or school purchase order.
Who are eligible for discounts?
* University and college students — students enrolled at a higher education institution defined as an accredited public or private university or college (including community, junior, or vocational college) that grants degrees requiring not less than the equivalent of two years of full-time study * Primary and secondary school students — students enrolled at an accredited public or private primary or secondary school providing full-time instruction * Faculty and staff — teachers and staff employed by an accredited primary or secondary school or public or private university or college.
How do I submit my Academic Proof?
•Fax a photocopy of academic proof to 1-843-722-4650. •Email a scanned image of academic proof to email@example.com in JPG, GIF or PDF format. Note: Emailing only your ID number is insufficient. •Email link to faculty/staff webpage on official school website to firstname.lastname@example.org along with your order number.
How to Order
What do I need to place an order?
All purchases of academically discounted software require proof of your position (student/faculty) before the order will be processed. Purchases of Adobe Student/Faculty products will required additional proof be sent to adobe, see http://www.adobe.com/education/students/studentteacheredition/eligibility.html . If you are ordering for school computers, please call us as schools are eligible for Licensing programs that individuals are not. We accept school purchase orders via fax or mail and offer net 30-day terms for payment. We also accept school credit card purchases for volume licensing. Speed up the turnaround time by making sure you submit the following information, if applicable, with your order: Contact Name, Contact Email, Contact Phone Number, Product Platform, and Serial Numbers for Upgrades. Faculty and staff members may Request a Quote for shrink-wrap items or volume licensing.
How do I place my order?
Once you have selected all your products you wish to purchase and added them to your cart, click on the cart link in the top right of the page and then checkout.If you want to place your order from a quote you received, go to the quote section under My Accounts and find the quote number. You may click checkout quote to proceed with the order and then follow the directions on screen.
Unexpected failure in card authorization - What does this mean?
This message means that your credit card failed to authenticate. Compusult will not attempt to follow through with the order unless you call or email us regarding your order. Your information is saved in your cart in case you wish to save this as a quote or attempt to check out again.
How long does it usually take to process an order?
Most orders ship the same business day if they are placed before 3:00 pm Eastern Standard Time, Monday through Friday. In-stock orders are often processed within minutes of being placed. However, please note that all credit card and academic orders that require academic proof must clear our Sales department prior to shipping.
What payments do you accept?
We accept cash, checks, money orders, and credit cards such as American Express, Discover, Mastercard and Visa.
How do I establish credit terms for my business?
Compusult offers Net 30 days terms to government agencies, schools and qualified businesses. Please contact your account manager for details. Sorry, we currently do not offer credit terms to individuals.
Do I have to pay sales tax?
Sales tax is ONLY charged for instate deliveries to South Carolina, which may be calculated during the check-out process. We do not charge taxes on orders that does not included any tangible items such as license only without the purchase of the physical media on CD or DVD.
When will I be charged for my order?
Most orders are billed when ready for shipment. For security purposes, at the time of purchase, your credit card may be run through an approval process for the full amount of the purchase, if you have paid by credit card. Please note that this is only an authorization for us to charge you, not an actual charge.
How do I check the status of my order?
You can check the status of your order by logging into your account page and viewing it under your list of orders.
Can I request a status update?
Yes, you can request the status of a particular order by logging into your account page and clicking on "Request Status" next to the order you wish to inquire about.
Why should I purchase software licenses?
With transactional Volume Licensing programs, customers acquire perpetual software licenses (meaning the institution owns the licenses) while eliminating the costs and packaging of retail software.
Is physical media included with all licenses?
No. Most physical media are usually sold separately from the licenses for an additional fee. Some manufacturers allow the software to be downloaded via their website.
How do I receive my Adobe License?
Your login ID will be your e-mail address provided on your order. When you log in for the first time, you can create a new password through the Forgot Your Password link.
What is a Concurrent License?
In a computer lab environment, a school may load a copy of software on every computer and then must deploy technology that prevents more than a certain number of installations from working. For example, the customer has 100 computers but never allows more than 45 to be used at the same time. In this case, the product is loaded onto every computer, and only 45 concurrent licenses are required to remain compliant, as long as there are no more than 45 users using the software at any one time.
I received a quote but how can I access it online?
Log in under your account. Click on My Account at the top right of the page. Scroll down to view your quote under the My Quotes sections. At this point, you may print your quote, convert it to order by clicking checkout quote or duplicate the quote.
To Request a Quote
Log in under your account or create an account. Click on Cart at the top right of the page. Click on Add New Custom Line Item and add a description of the item you would like us to quote you. When done, click Create Custom Line Item and if you have no other products to enter, Save as Quote. Follow the checkout process and Compusult will be notified of your request.