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Customer Service

  • Order Information
  • What is my order status?
    • a. If you placed your order on May 11th, 2010 or later, navigate to Click on the Login link in the upper right hand corner. Enter your email address and password to begin.
      b. If you placed your purchase on or before May 10th, 2010, navigate to Enter your Order number and password or your email address and last 5 digits of your credit card number to begin.

  • 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 listed above.
      You can safely enter your entire credit card number via our secure server, which encrypts all submitted information.

  • When will my credit card be charged?
    • For the majority of orders, your credit card will be charged the day after your purchase has been placed. If your item has been backordered or you placed a pre-order, your credit card will be charged o the day that your product is shipped or fulfilled.

  • How will the charge show up on my credit card?
    • The charge will appear on your credit card statement as: Broderbund

  • Do I have to pay sales tax?
    • We charge applicable sales tax for orders shipped to California, Minnesota and Iowa. Sales tax is automatically computed on both product(s) and shipping costs.

  • I need a copy of my invoice.
    • a. If you placed your order on May 11th, 2010 or later, navigate to Click on the Login link in the upper right hand corner. Enter your email address and password to begin.
      b. If you placed your purchase on or before May 10th, 2010, navigate to Enter your Order number and password or your email address and last 5 digits of your credit card number to begin.

  • Should I put spaces or dashes in the credit card number?
    • No. Your credit 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.

  • How do I cancel my order?
    • Orders are transmitted to a fulfillment agency almost immediately and cannot be retrieved by our system.

  • Download Information
  • What should I do before I download?
    • Please check your system for and disable any of the following:

      * Firewall - These are designed to stop downloads from non-approved sites.
      * Anti-Virus Programs - These will try to stop or 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.

  • How do I download?
    • Once your order is completed, you will receive an email containing a download link. Copy and paste the link into your browser and the file download will begin. NOTE: Download will begin immediately. You are allowed 3 downloads; after 3 downloads or 90 days the link will expire.

  • 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. If you choose Desktop this will be easier for you to install the product once you have completed the download.

  • 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 Technical Support if you require any assistance.

  • What if the download stops before it is complete?
    • You can return to the email that you received and attempt to restart the download. If you continue to experience difficulty, please contact our Technical Support team.

  • I have 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.

  • How do I re-download software that I have already purchased?
    • Return to the email that you received upon completion of your order and click the download link. Your download will be available for 90 days or 3 downloads. After 3 downloads or 90 days the link will expire. We recommend saving a copy of your software on disc in case you need it later.

  • Is downloading the same as installing?
    • No. A download is a simple file transfer. Installation is the unpacking and loading of the software. Most software walks you through this process once you've successfully downloaded the file from our site.

  • I received an Unlock Key in my order fulfillment email.
    • Where do I enter it? Once the download completes and you have installed the software, you should see a dialog box for entering your Unlock Key.

  • After entering my Unlock Key, I received a message stating that it is invalid.
    • First ensure that you are entering your key number correctly. If possible, we recommend copying and pasting the key number from your email into the field as key numbers are usually very long.

  • SmartDownload Information
  • What is a SmartDownload?
    • We have partnered with Symantec, a worldwide leader in security and streaming technology to enable us to provide you with a larger selection of downloadable products and to deliver these products to your desktop more quickly than ever before. Through a simple, one-time installation of a small, safe, and secure SmartDownload client, you will be able to download and use your applications in a matter of minutes. Unlike traditional downloads, you can start using your application while it is downloading to your computer! No more waiting for the download to finish and installing the program. It's right there for you to use.

  • Why do I have to install a client?
    • The client is required to stream the download application to you. Another way to say this is: The Symantec client is the engine that makes the software run.

  • What are the hardware and system requirements for a SmartDownload?
    • Pentium 4 Computer or better
      256 MB of RAM
      50 MB free of disk space
      OS: Windows 2000 SP4, Windows XP Service Pack 1 and Service Pack 2, Windows 2000 Server, Windows Vista 32 bit

  • Is SmartDownload technology available for the Macintosh?
    • No, SmartDownloads are only available for the PC/Windows platform.

  • Is SmartDownload technology available for Windows 7?
    • Not at this time. We are planning to offer Windows 7 compatible SmartDownloads at a future time.

  • How can I access my download after purchase?
    • a. Click or navigate to
      b. Enter the email address and password used to place the order then click the Sign in button.
      c. Follow the onscreen prompts to complete the download.

  • How can I access my download from my desktop?
    • a. Click Start (Typically at the bottom left on your computer desktop).
      b. Scroll to Program Files. A list of the programs installed will appear.
      c. Place the mouse on the product title you installed or look within a Broderbund or Learning Company folder to find your product.
      d. Place the mouse over the program and click the right mouse button. A drop down window will appear.
      e. Scroll down to Send To then click Desktop. A message will appear stating that a shortcut will be placed on the Desktop.
      f. Click OK. The shortcut will not be available on the Desktop.

  • Why did my Smartdownload stop downloading?
    • In order to keep your computer running smoothly, the Symantec Application Manager will stop streaming when the program is not being used or there is not enough bandwidth available. You can continue to run the application by following the process provided above.

  • How do I uninstall the Symantec client?
    • a. Before you can uninstall the Symantec client, you must first uninstall all SmartDownload products from your computer.
      b. Click Start, select Settings (Windows® 98/ME) then click Control Panel. The Control Panel window will appear.
      c. Double-click Add/Remove Programs. The Add/Remove Programs window will appear.
      d. Locate Symantec Workspace Streaming Agent in the list of installed applications and click on it once to select it.
      e. Click the option to remove the application.

  • How do I uninstall SmartDownload products from my computer?
    • a. Click Start.
      b. Click All Programs.
      c. Click Symantec Workspace Streaming.
      d. Click Streaming Agent. The Symantec Workspace Streaming Agent will open.
      e. Select the My Applications tab. A list of all SmartDownload applications will appear with the title and the amount downloaded.
      f. Select the application to uninstall.
      g. Click Remove. You will see the percent located under the Cached column reverse to zero then the program will disappear.

  • Am I required to login each time a SmartDownload product is accessed?
    • Yes, the Symantec client will connect to continue a download as well as check for any updates that may be available for the Symantec client. If the "sign me in automatically" box is selected (this box is located on the Sign In screen and it is selected by default) then you will not be prompted for a User Name and Password provided you do not logout using the "Logout" button on the portal.

  • Can I create a backup disk from a SmartDownload?
    • No, unlike traditional downloads, this streaming download installs while it is downloading so you can start using your application right away. For this reason the executable for the program is not included with the download.

  • Returns and Cancellations
  • What is your refund policy and how do I request a refund?
    • Products purchased on one of our sites:

      CD / DVD in Sleeve or Boxed Product

      We back our software online with a money-back guarantee. If you're not completely satisfied, simply return your physical product within 30 days of receipt for a complete refund, excluding shipping.

      Please return your purchase in its original packaging in good condition (include all discs and manuals). We recommend you send your return via a traceable method such as Priority Mail®, UPS™ or FedEx® as Encore is not responsible for undelivered or lost packages. Please note that Encore is not responsible for the shipping cost to return the product.

      Returns Department
      230 2nd St. SE
      Suite 302
      Cedar Rapids, IA 52401

      From the day it arrives it will take 4-6 weeks to process your refund.

      Digital Download or SmartDownload

      For digitally downloaded software, contact our customer service department for a Letter of Destruction Agreement within 30 days of purchase for a full refund.

      Click this link and complete the form.

      Choose Exchange/Refund as the category, and note your order number in the Description field.

      Upon receipt of your request, our Customer Service team will send you an email containing our Electronic Letter of Destruction agreement, stating that you have uninstalled and/or destroyed all copies of the software. When you receive this email notification, reply with "I Accept", and your refund will be processed. If you do not reply with acceptance of the terms outlined in the letter, you refund will not be processed.

      Once your refund has been processed, and serial keys associated with the software you have returned will no longer be active.

      Product Purchased at Retail Store

      Many of our products offer a satisfaction guarantee. This guarantee is either written on the box or is included as text on a separate insert inside the box, or is located as text within the product's manual or getting started guide. The guarantee time is different for each product, so please refer to the documentation stated above to locate your product's guarantee details.

      If you qualify for a refund, please provide the following mandatory items:

      1. The complete product in good condition (all discs, and manuals)
      2. The box with the UPC code intact
      3. A copy of your receipt clearly showing the purchase date
      4. A letter or card with your full name and return mailing address
      Please send these items to the following address. We recommend you send your return via a traceable method such as Priority Mail®, UPS™ or FedEx® as Encore is not responsible for undelivered or lost packages. Please note that Encore is not responsible for the shipping cost to return the product. Encore Software Inc. 999 N. Sepulveda Blvd Suite 700 El Segundo, CA 90245 ATTN: Customer Returns From the day it arrives it will take 4-6 weeks to prepare a refund check to mail. If you have submitted a valid refund request and it has been more than 6 weeks, please submit an online request for the refund status.

  • Shipping
  • Do you ship to my country?
    • We ship to the United States and Canada.

  • 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 an email as soon as the product ships.

  • Can I change my shipping address?
    • Unfortunately, you cannot change your shipping address after you submit your order. Orders with physical shipments are immediately sent to the fulfillment agency when they are submitted and our system can no longer retrieve or change them. If your shipment is not successfully delivered it will be returned to the fulfillment warehouse and a credit will be made to your account.

  • Can I change my shipping method?
    • Unfortunately, you cannot change your shipping method after you submit your order. Orders with physical shipments are immediately sent to the fulfillment agency when they are submitted and our system can no longer retrieve or change them.

  • How much will my shipment cost?
    • While we strive to bring you the lowest shipping cost, it is based on a variety of factors. We have competitive shipping rates and the best way to estimate is by adding a product to your cart, select a shipping method, and select the destination in order to see the estimated cost.

  • I just placed a Pre-Order. When will my order ship?
    • We like to offer advanced order placement pricing on some of our most popular titles. The benefit of a pre-order is to be the first in line when a product becomes available, usually at a discount. We will ship your order as soon as it becomes available.

  • Shipping Estimates
    • US Shipping

      Ground 1-5 business days
      USPS Parcel Post 1-7 business days
      USPS Priority Mail 2-3 business days
      Second Day Air 2 business days
      Next Day Air Next business day

      Canada Shipping

      Standard Ground 3-9 business days
      Expedited 2-4 business days
      Express 1-2 business days

  • Privacy & Secutity
  • What is your privacy policy?
  • Technical Assistance
  • How do I get technical support for my product?
    • For assistance with the installation, use, or uninstallation of your software, please contact Technical Support at 763-450-2465. Hours of Operation: M - F 9am - 4pm CST

  • Why do I need to set my browser to accept cookies?
    • Our commerce system is cookie dependent. We use cookies to track products in your shopping cart, as well as discounts and other attributes of your order. The cookie identifies your cart contents (products, discounts, etc.) or order information (billing and personal information is not saved in the cookie). Each time you make a purchase on the site, the cookie is used to speed up the checkout process and enhance your shopping experience.

  • Are cookies a security risk?
    • No. Our commerce system encrypts all cookies. Also, the cookie contains no personal information, just a unique identifier for our system to recognize your browser.

  • How do I set up my browser to accept cookies?
    • Microsoft® Internet® Explorer® 6.0 or higher, on the Tools menu, click Internet Options. Then, in the Internet Options window, click the Privacy tab. The default setting is Medium, which allows you to accept cookies. You can move the slider to change the security setting if it is not set to Medium. If the setting is Custom click the Advanced button and make sure both first-party and third-party cookies are set to be accepted.

      Microsoft® Internet® Explorer® 5.x, on the Tools menu, click Internet Options. Click the Security tab. Select the Internet zone and click Custom Level. Scroll to the Cookies options and select Enable.

      Mozilla® Firefox® 2.0 or higher, on the Tools menu, click Options. Click the Privacy tab and select Accept cookies from sites.