Questions About My Order

I placed an order and didn’t get a confirmation email. What should I do?

This is a problem commonly caused by an overactive spam filter. Our system generates a receipt email with every purchase and sends it to the email address that you signed up with. If you didn’t get this email chances are that either your order was not processed for some reason or that the email was gobbled up in various spam filters either on your server or email client.

Try going into your spam filter and searching for the message. Or (this is much easier, by the way) try logging into your account to see the details of your purchase. You can do that here. If the system doesn’t recognize your email address, chances are your order did not go through. This can be due to a bad connection or a glitch within our system. You should try your purchase again.

I can’t login to my account.

This is probably due to either an incorrect email address or incorrect password. You may only login with the information you signed up with originally at checkout.  Try to recover your password by going here. If the system doesn’t recongize your email address you should try signing up with another email and password as it probably didn’t register with the system the first time.

I forgot my password.

No problem. Go here and we’ll send it to the email address we have on file. Make sure that you enter the email address that you signed up with at checkout.

How do I download my purchases?

Downloading your purchases is easy. When you completed checkout we sent you a receipt email at the bottom of which is the download information including a download password. You will need this password to get your purchases.  When you have your download password copy/paste it into the box on this page. You will then be prompted to save the download on your drive.

If you did not get the receipt email with your download password at the bottom, never fear. Simply login to your account here and go to “My Account History”. Your order information and password will be listed here.  To retrieve your product, click directly on the download password and you will be taken to the download area.

Our products are delivered in .zip format, which means that you must have an unzipping program such as WinZip or Stuffit to unpack the products once they have been downloaded to your computer.

My download password has expired. What do I do?

You should try to download your purchase as soon as possible after checking out. Download passwords are only valid for one week after the purchase is made. If you have missed the deadline for downloading your product we will have to reset your password. To request a password extension please send an email to us by clicking “Contact” and we’ll be happy to do that for you.  Don’t forget to include your order number so we can find your original receipt.

When I tried to download my purchase I got an IP address error. What is this?

For copyright reasons we restrict downloads to only one I.P. address. An I.P. address is a unique number assigned to your computer that identifies that particular computer to us. (Please know that I.P. addresses do not give us any personally identifiable information about you and are not used in any way to track your web activity, to spam, or otherwise infringe on your privacy.)

When you download your product the order is marked as delivered and will void the download password. But, you ask, what if the download didn’t complete due to connection troubles? This is a common problem due to slow connections or ones that cut out frequently. If you were not able to download the product fully the first time we will have to reset your download password so that you may have another “go” at it. If this is the case please email us by clicking “Contact” above and we will arrange to reset your download.

But I have two computers. One at my studio and one at home. Can’t I download the product twice so that I have it in both locations?

We have no problem with you keeping the product on both your studio and home computer. What we recommend is that you download the product to your main computer and use a thumb drive or other portable drive to copy the product to another machine.