Video Converter

Purchase and Sales FAQs

• Is it safe to purchase product via your website?

  Yes, it is very secure to do business with us. The Payment platforms we utilize are SWREG and RegNow, which are branch companies belong to Digital River. Via these two secure payment platforms with SSL encryption, the order of your private information, such as credit card number, addresses and so on will be saved as well as confidential information and will never be disclosed without your specific permission.
  For more information of these two payment platform, please refer to: http://www.digitalriver.com/corporate/privacy.shtml

• What is try-before-buy version?

  Try-before-buy version is an important part of our business mode. It is also called trial version as well as evaluation version/copy. This kind of version can help customers have a clear idea of the program before they place an order to buy it, because the trial version has almost the same functions as the full version. So we encourage customers to take full advantage of the trial version first and also, any feedback and suggestion regarding our program are welcome and highly appreciated.

• What if I have questions with the program?

  First, we suggest customers to read the help documentation carefully to know the program's completely. If you have any questions or meet any problems, you can first read our FAQ and user guide. You also can contact our support team for assistance. For more information, please click here.

• What is a registered version?

  Differing from a trial version, only registered users are able to get the full version after purchase. So this version is also called a paid version. This version has removed the watermark. Furthermore, with the full version, you are entitled to a free copy of any minor updates to this Product. For example, if you have purchased version 1.0 of the Product, you will get all the further 1.x versions free. In addition, once a major revision of the software you have previously purchased is released, you'll probably need to pay an upgrade fee if you want to take advantage of this major update, for it may be combined with a significant amount of improvements and new features.

• What is the difference between the trial version and the registered version?

  Actually, there is no major difference in function between the trial and the full version, except a watermark of Evaluation Copy on the converted video and a 3-minute length limitation on converting audio files. With the free trial version, customers can know the program's functions better before purchasing it. This is why we always encourage customers to take full advantages of trial version first. The full version can be called as a paid version. Differing from trial version, full version users can obtain a lifetime technical and upgrade support.

• Is there any after-service for trial users?

  First of all, we are very grateful that you are using our program. As well as our registered users, trial users' feedback is also taken into serious account. To keep connected with our customers tightly, we have integrated survey system for trial users. If you have any suggestions or complaints, you can use our survey form to let us know it at the first time. Also, if you meet any problems with our programs, you can contact us directly via our CRM system. These two contact channels are free and always open to you.

• What service is available for a registered user?

  As a registered user, you will get these after service as the following:
  Free minor upgrade
  When there is a bug fixed or some certain function is optimized or modified, we will release a new version as an upgrade. If the upgrade is a minor one, such as upgrade from 1.1.1 to 1.1.2 or 1.2.1, this upgrade is free for all our registered users. If the upgrade is a major one that some functions is modified a lot or some new functions are added, such as upgrade from 1.1.1 to 2.x.x, this upgrade will need some certain fee as update charge.
  Free Newsletter
  Newsletter is considered as one of our most important methods to keep our users posted and informed. Usually, in this periodical letter, you can obtain the latest news about our company, program upgrade, new software release and various kinds of sales promotions. Also, some newsletter will be just sent to our registered users in which some special discounts are only available for registered users. If you are not a register user, you can also subscript our free newsletter, with which you can also get the latest news about us at the earliest convenience, instead of paying attention to our website from time to time.
  Some discounts for your another order
  To thank our regular customers' long-term support, we offer the discount of this kind: if you want to purchase another program from us, you can contact our support team first with your current order number and tell them which program you want, then you will be offered a special purchase link with some discount, usually 10% off.
  Technical support via email and live support, offering trouble shoot for free.
  To help our registered users better use our program, we offer 48 business hours E-mail service. Via our CRM system, you can tell us your problems and suggestions directly as a matter of convenience. Also, we have online service as a platform of chatting system where you can contact our support team members directly. All our technical support is free. To access our live char support, you can click here. You may chat with us between 9 AM and 6 PM (GMT+8).
  Good ideas and valuable feedback for free program.
  Also, if you have any suggestions or good ideas about our website and software, you can tell us freely. Once your suggestions are adopted, we can offer you a copy of our program for free and even its free upgrade support.

• What is the CD version?

  Actually, a CD version can be considered as a kind of backup of software. If you purchase CD version, you will first receive an e-mail of the program's unlock code and download link as well as download version. After this, due to delivery time, you will receive the CD disc later.
  Usually, it takes 2~3 weeks for the CD's final arrival due to different delivery destinations:
  - US Domestic Shipping 7-14 Days
  - Canada Shipping 9-16 Days
  - International 12-21 Days
  Before you get the CD, you can download the program and register it with the registration code to get the full version.

• What is a download version?

  Commonly, after your order is processed successfully, you will receive a registration e-mail including the full version's download link and its keycode in one and a half hours. You can download the program and register it with the registration code to get the full version, and no CD comes to you.

• What's the difference between a CD version and a Download version?

  1. Delivery time. Usually, a download version of the program will be sent in one and a half hours once your order is processed successfully. However, due to the delivery time and also different delivery destinations, it will take 2~3 weeks before CD disc's final arrival. Notwithstanding this inconvenience, you need not wait for so long to use the program. The same as the download version, you will first receive a registration email.

  2. Version numbers. During the delivery time, we may have upgraded the program to a higher version. So the version of the program on the disc may be not up-to-date. But do not worry about that. We promise to offer free minor upgrade support to keep your program up-to-date.

  3. Prices. We only charge $10 more than the download version's price for the CD version as additional fee for delivery and CD disc.

• What are registration backup service and Extended Download Service?

  These two services are offered by SWREG and RegNow in case customers forget or lost their registration information when they want to re-install the program. Actually, we do not suggest customers purchasing these services. If you lost or forget your registration e-mail, please contact us with your order number or the e-mail address you used to place the order, then we will resend the registration e-mail to you without any charge.

  P.S. SWREG and RegNow companies are branch companies belong to Digital River. Digital River is a famous company that was established in 1994. In 2007, it has been successfully to handle well over $2 billion in online transactions and ship digital and physical goods for more than 40,000 software publishers, manufacturers, distributors, retailers and affiliates worldwide. The company is currently headquartered in Minneapolis, Minnesota, with offices and more than 1000 employees located across the United States, Europe and the Asia Pacific.

• What payment method do you accept?

  We accept Visa, MasterCard/Euro Card, Discover, American Express, Diner's Club, JCB, 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.
  We also accept PayPal - USD Only, Bank/Wire Transfer, Check/Money Order, Fax - Credit Card, Invoice, and Purchase Order.
  If you choose to pay by Check, PayPal, Money Order, Wire Transfer, Check/Money Order, Fax - Credit Card, Invoice or Purchase Order select the appropriate payment method on the payment page, and directions will be provided to you after you have fully submitted your order.

• How can I know if there is an upgrade chance for me?

  Commonly, any upgrades or renewals on our program will be reflected on our website first. So you can pay attention to our website from time to time. Also, to keep informed, you can subscribe our free newsletter. Any news about our program's renewal will be included in newsletter and sent to you betimes. Furthermore, you can also find sales promotion chance in newsletter at the earliest convenience.

• What is your tax exemption policy?

  Regarding any tax, the tax we charged is based on our company location and tax requirements. By law, in the US we are required to collect sales tax. We do collect this and pay it to the state. We handle this completely for the vendor so it is not something they need to implement. We currently charge State sales tax for all customers that reside in Illinois, Minnesota, Nebraska, and Utah.
  We are required to charge sales tax in the states mentioned above since we have physical offices in those locations.
  The customer can get a rebate for the tax by following these instructions (which they do receive at the time of ordering ).
  We are required to collect and remit sales tax for MN, CO, GA, IA, IL, NE, and UT since we have offices within each of these states. If you are a tax exempt entity please fax your Certificate of Exemption form proving tax exemption to (866) 219-9380 and the sales tax will be refunded on your order 1-2 business days after receipt of the fax.

• What's your Refund Policy?

  A " try-before-buy "version lets you make the best purchase decision and make sure that the product is compatible with your computer system and meets all of your specific requirements. We also encourage you to explore the product web pages to obtain comprehensive product information before purchasing the full version.

  Before you purchase a product, please choose carefully and make sure you buy the right program. Due that a downloaded program and its registration code cannot be taken back, we do not refund your order or change your product simply because you have made a wrong selection.

  If you encounter problems that we are unable to resolve, please log on to http://support.iskysoft.com to post a new ticket from Monday through Friday for a refund request within 30 days of the receipt of the product.

  Additionally, a refund request will be rejected if we can change your program to another product which can fix the issue with the product itself.

• How to upgrade to the latest version FOR FREE!

  We are keeping improving our software and upgrade regularly by informing you via our customer Newsletter or Customer Relationship Management System. If you have purchased our software, you just need to do several steps as below to upgrade to the latest version FOR FREE:

  1. Remove the older version and download the latest one;
  2. Login in our Customer Relationship Management System with the username and password included in registration information email when you purchased the product;
  3. Find out "My Orders" and click "Upgrade" button, to choose which version you need;
  4. Click "Resend" to have your registration code resent. That's it!

  If you fail to update, please contact us via sales-hm1@iskysoft.com.

• How to upgrade to popular suites with just a little charge?

  If you have purchased any single iSkysoft product such as iSkysoft DVD Ripper for Mac, iSkysoft DVD Copy for Mac, Video Converter for Mac or iSkysoft DVD Creator for Mac, you can upgrade to the all-in-one iSkysoft DVD Converter Ultimate for Mac ($75) with only $39.

  For example, if you have purchased Video Converter for Mac, now you can upgrade to iSkysoft DVD Studio Pack with only $39.

  In this case, please contact us via sales-hm1@iskysoft.com, we will upgrade it as your requirement in 1 business day.

• What is a Single-User License?

  Installation of the program purchased under a Single-User License is restricted to one single personal computer owned by or under control of the licensee plus one additional computer also owned by the licensee, e.g.: one computer at home and another at work. Since it would be impossible for one person to be using both computers at the same time, that is, at any given time only one copy of the purchased programs may be used.

  Sharing this program with other individuals, or allowing other individuals to view the contents of this program, is in violation of this license.

  You may not make the program available on a network, or in any way provide the program to multiple users, unless you have first purchased at least one Multi-User License from iSkysoft.

• How to Upgrade from Single-User License to Multi-User License?

  Multi-license permits you to install the program on the specific numbers of PCs entirely within your family, organizations and corporation within one particular specified location (e.g. office). You may not give, transfer or sell multi-user-licensed copies of iSkysoft software, nor include such copies in, or with products you sell or deliver to any third party.

  You may access the software in any way that is convenient; For example, by accessing copies stored on local hard disks or copies stored on network servers.

  Price model of upgrading to multi-license:
  (2-5 PCs) Regular Price x 2
  (6-10 PCs) Regular Price x 3
  (11-15 PCs) Regular Price x 4
  (16-20 PCs) Regular Price x 5

  In this case, please contact us via sales-hm1@iskysoft.com, we will upgrade it as your requirement in 1 work day.

• Purchase Flow Chart

  1. Select the software

  2. Select a payment method.

  3. Check order status.

  4. Receive the confirmation E-mail from SWREG or Regnow

  5. Receive the registration E-mail from us,download and register your software.