Shopping FAQs

How do I remove something from my shopping cart?

To remove any item in your shopping cart, select the shopping bag at the top right corner of the page. This will display a drop-down list of the item(s) in your cart. To the right of the quantity, you will find two icons, one pencil and one X. Clicking the X icon will remove the item from the shopping cart. You can also select the View/Edit Cart option at the bottom of the drop-down to make further edits.

 

How do I change the quantity of an item in my shopping cart?

To change the quantity of any item in your shopping cart, select the shopping bag at the top right corner of the page. This will display a drop-down list of the item(s) in your cart. To the right of the quantity, you will find a text box with the number of quantity in your cart. Highlight the number with y our mouse and change to the quantity you desired. You can also select the View/Edit Cart option at the bottom of the drop-down to make further edits.

 

How do I access my downloadable products?

If you have placed your order after July 1, 2018 and you created an account on our site, you can login to access your available downloads. To login, click the Sign In option at the top of the page. Navigate to the My Downloadable Products and click the download to begin. It may appear as either Windows or Macintosh.

 

Do you have a DVD version I can purchase?

At this time our site is offering download and backup DVD only versions, however we plan to offer DVD versions in the near future.

 

Can I purchase using my tax exempt status?

Unfortunately at this time our site is for individual purchases. We do not have the option to exempt tax on your order.

 

Can I cancel my order?

When an order is placed, the order is immediately processed for payment. Where we cannot technically cancel the order, we do offer a 30-day money back guarantee for purchases made directly with our company. If you are not completely satisfied, please submit a ticket at http://support.encore.com requesting instruction to obtain a refund if within the 30-day guarantee range. Please be sure to provide your order number, your name, and your email address. We will then email you instructions on how to obtain a refund.

 

My coupon code did not work. How can I apply it to my order I placed?

Please submit a ticket at http://support.encore.com or call 1-800-395-0277 to speak to a live person.

 

Can I place an order without creating an account?

You can place your order as a guest on our website. If you decide to create an account later, you can certainly do so as well. To order as a guest, add the items to your shopping cart and select the checkout option. Enter your email address in the email address box field. Be sure to provide a correct address as we email you the download instructions and order confirmation in one email. As a guest, this is how you will obtain your merchandise. Also select your payment method and enter the necessary information. Once complete, you can click the Place Order option. You should immediately receive an email with your download instructions. If you did not find the email in your inbox, you should check your spam/junk mail folder to see if your email provider placed it there. If you have any further issues with the order process, feel free to contact us.

 

What is download insurance and why should I purchase it?

When you purchase a download product from our store, you may attempt to download the software to your computer within 90 days or 3 download attempts. Download Insurance extends the time in which you may download to 1 year. This service allows you the flexibility to reinstall your software if you decide to replace your PC or Mac, and also provides the security that your download will be accessible if your PC or Mac is damaged or stolen.

 

Did you receive multiple emails for your recent order?

We are aware your order generated multiple emails, possibly including more than one serial key. We apologize for the confusion. Our web and email services are teaming up to find a solution to this odd behavior, but until then feel free to use any of the emails provided and retain for your records and destroy any duplicates you no longer need. If you are concerned that more than one order was placed, first check your bank account to see if multiple transactions appear. If there are concerns we should address, feel free to email us at support@encore.com.