Frequently Asked Questions

General

How do I start a remote support session?

Windows Support

Click to begin a support session on your Windows PC or laptop

Apple Support

Click to begin a support session on your Apple computer or laptop

iOS Support

Click to begin a support session on your Apple iPhone or iPad

Android Support

Click to begin a support session on your Android device

Where can I read site policies?

Use the following links to review our Term of Use, Return & Exchange Policy, and Privacy Policy.

Shipping

When will my software, service or subscription order be processed?

Software downloads or hosted software-as-a-service platforms manufactured by Ascendance will be available for download immediately or within 1 to 2 business days. Software downloads or hosted software-as-a-service platforms manufactured by third-parties are usually available the same day or within 1 to 5 business days depending on the order processing time required by the third-party manufacturer.

Subscription services provided by Ascendance will be available immediately or within 1 to 2 business days. Subscription services provided manufactured by third-parties are usually available the same day or within 1 to 2 business days depending on the order processing time required by the third-party manufacturer.

When will my product(s) be shipped?

Product orders ship within 1 to 5 business days, depending on the product and on the order processing time required by our third-party partners.

Business days exclude weekends and federal holidays. Orders placed after 1:00 pm EST on Friday, or on Saturday or Sunday will be processed the following Monday excluding holidays.

Where do you ship from?

Products may be shipped from our warehouse on the east coast, directly from the manufacturer or from our partners’ regional distribution centers across the United States.

How do I find out my order status?

We will update your order status and tracking information within 24 hours of your order being shipped. Orders shipped 1:00 pm EST on Friday will be updated the following Monday excluding holidays.

You will receive an email when your software is ready for download or your subscription or services have been activated. The email may be sent from us or our third-party partners, depending on the software, service or subscription ordered.

An email containing your tracking number(s) will be emailed to you after your item(s) have shipped. Or, you can log into your account and view your recent orders and tracking information.

You can also feel free to call us Monday thru Friday between 9:00 am and 5:00 pm EST. A member of our Customer Care Team will be happy to answer your questions.

Do you offer free shipping?

Yes. Most orders qualify for free Ground Shipping to a U.S. address within the lower 48 states. Hawaii, Alaska, Puerto Rico and other U.S. territories are not eligible for free shipping.

What shipping methods do you use?

We ship via FedEx, UPS and USPS. Second Day Air, and Overnight shipping may be available for some products. Please note that your order may arrive in multiple shipments.

Can I change the shipping method after my order has shipped?

No. We are not able to change or upgrade the shipping method or the shipping address after your order has shipped.

How are shipping rates determined?

Some items may be eligible for free shipping via USPS. If your order is not eligible for free shipping, rates charged for the shipping of your order is based on the shipping method you select, the weight of your products, the dimension of the packaging and your location.

How do I find my tracking number(s)?

If you included a valid email address when you placed your order, an email containing your tracking number(s) will be emailed to you after your product(s) have shipped.

What if the tracking number in my email says the link is not valid?

Copy and paste the actual tracking number into the tracking search box on the FedEx or UPS or USPS website. You can also copy and paste the tracking number into Google. Please note that there may be multiple tracking numbers for your order.

How long will it take for my order to arrive?

Ground shipping has an average transit time of 3 to 5 days. Second Day Air has an average transit time of 2 days. Overnight Shipping has an average transit time of 1 day.  “Transit time” does not include order processing time, which usually takes 1 to 2 business days, excluding weekends and holidays.

Can I pick up my order locally?

No. Most of our products are shipped from regional distribution centers and are not available for local pickup.

Do you offer international shipping?

No. We only ship inside the domestic U.S., Alaska and Hawaii.

If I place an order Tuesday afternoon and select Overnight Shipping, will I have my item(s) on Wednesday?

No. The shipping method you select does not include order processing time, which depending on the product(s) you ordered, can take 1 to 2 business days, excluding weekends and holidays.

I placed an order two days ago and paid for Second Day Air. Why hasn’t my order arrived yet?

The shipping method you select does not include order processing time, which depending on the product(s) you ordered, can take 1 to 2 business days, excluding weekends and holidays.

I received my order and some items are missing. Why?

In most cases, your order shipped in multiple shipments. Before calling our Customer Care Team, please verify that you have checked the status of all tracking numbers.

What happens if my product is back-ordered?

If an item you purchased is back-ordered, we will notify you within 48 hours. If your order is placed after 3:00 pm EST on Friday it will be processed the following Monday, excluding holidays.

We offer the following options for back ordered items.

1. You may cancel the order and receive a full refund for the back ordered item.

2. We can ship you the part of your order that is in stock. When the item becomes available we will ship you the back-ordered item. You will not be charged any additional shipping or handling for the second shipment.

3. You may select an alternate product of equal value or a product of greater or lesser value instead. If the product selected is of lesser value, we will refund you the difference. If the product you select is of greater value, you will need to pay the difference in price before the order is shipped.

Still have a question?

X