Order Support

A. Customer Service - Expand the topics below to find answers to our most frequently asked questions.

  • General Questions

      For information about the types of products we offer, accessing your account, and coupon code use
    • Windows 8 compatible programs

      Below is a link to all of the programs we currently offer for the Windows 8 operating system. If the program you are looking for is not on this list, unfortunately we cannot guarantee the program in question is compatible with the Windows 8 operating system, nor can we support your attempt to install on a Windows 8 operating system. Click here to see Windows 8 compatible programs.

    • If I buy your software, how many computers can I install it on?

      When buying a program from our company, each item purchase is a single license and can only be installed on one computer. To be permitted to install on more than one computer, multiple licenses need to be purchased, in other words, purchasing the number of programs for the needed number of computers.

    • The email I received isn't giving me the correct price in the shopping cart.

      When receiving a marketing email from us, we provide you with an offer code. Enter that offer code in step 1 marked "Enter any coupon code here" and click Apply. This will reduce the subtotal price. Then proceed to either continue shopping to add additional items or click on Secure Checkout to process your order.

    • My email address is not recognized on your site as a user, but I get emails from you all of the time. How do I login?

      When you registered your program in the past, marketing was able to send you special offers from the information you provided. If your email address was not recognized as a user, you may need to create a new account with us, especially if you have not order with us since December 2008. To create a new account, go to the website and at the top right corner, click on Login. This will lead you to the page where you can click on the link marked "New Customers Sign Up Here".

    • What is the difference between DVD in Sleeve and Retail Box?

      The difference between the DVD in Sleeve and Retail Box is as follows. When choosing DVD in Sleeve, your DVD is created at the time of order. We use a "Burn on Demand" method of creating the product. This will include your name on the disk. The DVD in Sleeve ships in a 5 X 6 cardboard envelope. The package will ship from Oregon. When choosing Retail Box, you are receiving the exact same product you would get if you purchased in a retail store. The product will ship in a box with the disks in a paper sleeve inside. There will not be a manual as we provide all of the manual contents within the help files of the program. The package will ship from Minnesota. The program is identical regardless if you purchase DVD in Sleeve or Retail Box.

  • Order Information

      For questions related to order status and payment processing
    • What is my order status?

      Navigate to the site from which you made your purchase:

      www.broderbund.com
      www.encore.com
      www.hoylegaming.com
      www.punchcad.com
      www.punchsoftware.com
      www.viva-media.com

      Click on the Login link in the upper right hand corner. Enter your email address and password to begin

      Keep in mind that while we strive to ship your order immediately, certain orders may take 24-48 hours to process and ship.

    • 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.

      We accept pre-paid gift cards with the Visa and MasterCard logos. To use a pre-paid gift card to make a purchase on our site, you must first register the card with your address on the site listed on the gift card documentation.

    • 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 on the day that your product is shipped or fulfilled.

    • How will the charge show up on my credit card?

      This depends on which site you have purchased from.

       

      Purchases from:
      Will Appear As:
      www.bicyclecardgames.com
      BICYCLECARD
      www.broderbund.com
      BRODERBUND
      www.encore.com
      ENCORE
      www.hoylegaming.com
      HOYLEGAMINGCOM

    • Do I have to pay sales tax?

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

    • I need a copy of my invoice.

      Navigate to the site from which you made your purchase:

      www.broderbund.com
      www.encore.com
      www.hoylegaming.com
      www.punchcad.com
      www.punchsoftware.com
      www.viva-media.com

      Click on the Login link in the upper right hand corner. Enter your email address and password 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

      Preparing for a successful download of your product
    • 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: You are allowed 3 download attempts; after 3 download attempts or 90 days the link will expire. If you purchased download insurance, the link will expire after 1 year from the date of purchase..

    • 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. You are allowed 3 download attempts; after 3 download attempts or 90 days the link will expire. If you purchased download insurance, the link will expire after 1 year from the date of purchase. 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. If after using copy and paste functions and the code still comes up invalid, please contact Customer Service at the link provided in section B of this page by submitting a ticket. Please list your order number to ensure accurate results.

      For PrintMaster 2011 unlock keys, note that you should be entering zeroes as opposed to the letter O.

  • Where is my download and/or serial key?

    When purchasing a download version from us directly, we send you an email with the download link and serial key. If you have misplaced your email, you can still access this information on your account. Navigate to the site and select Login located at the upper right side of the page. Enter the email address and password for your account. Once you have successfully logged in, you will have the "My Account" option in the upper right corner of the page. Click this to access your account details. Scroll to the bottom of the page to view your order. To access the download link and serial key, click on the Order Information link. A new window will appear with your download link and serial key.

  • Returns and Cancellations

      Need to return a product or cancel an order?
    • What is your refund policy and how do I request a refund?

      Please view our Refunds page.

    • How do I cancel my order?

      Orders are transmitted to a fulfillment agency almost immediately and cannot be retrieved by our system.

  • Shipping

      For questions related to shipping destinations and timing
    • 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

      Keep in mind that while we strive to ship your order immediately, certain orders may take 24-48 hours to process and ship.

      US Shipping

      Ground 5-9 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 10-14 business days
      Expedited 2-4 business days
      Express 1-2 business days

B. Didn't find what you were looking for?

 
 
Common Questions
Many customers have common questions. Before contacting Customer Support, please browse our most common topics. You may find the answer right here!
 
Advertisement - Not Affiliated with Encore Support