Customer Service
Frequently Asked Questions
Shopping at Planet CD-ROM
Software Products
How much is S&D in the U.S?
S&D is charged per item |
If you order... |
... S&D is: * |
1-5 items |
$5.99 per item |
6 or more |
$5.49 per item |
* Prices reflect shipping to U.S. addresses
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Do you offer expedited shipping?
No, we do not currently offer expedited shipping.
Most orders are shipped with the United States Postal
Service, regular mail.
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I live outside the U.S. What is my shipping fee?
The shipping cost will be calculated on the Shipping Address section on the order
form before checking out and all charges are in U.S. funds. A shipping charge cannot
be provided until the system has all items and destination in the order for calculation.
You will *not* have to enter any payment information before having the complete total of
the order. International customers are responsible for all customs and import fees.
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How long does it take for my order to arrive?
We usually ship orders in 1-2 business days. Because most orders are shipped through
regular mail with the United States Postal Service, please allow the
following delivery times:
10-14 business days in the U.S.
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How do I cancel or make changes to an order?
Please contact cs@planetcdrom.com.
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How do I change the quantity in my shopping cart?
Locate the quantity (Qty) box in your shopping cart next to the title you want to change
-- the cart is on the right side of the web site, and the Qty box is in front of each title
you have in your cart. Click inside the Qty box to delete the number and type in the quantity
you wish to order. You must click on “Update Cart”
for the system to recognize your changes.
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Can I pay with a check or money order?
Yes. We are pleased to announce that Planet CD-ROM can now accept orders by mail
with a check or money order.
Please click here for a printable form to mail with your order.
Fill out the form completely -- this will help us process your order correctly.
All payments must be in U.S. funds.
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Do you accept PayPal?
Yes we do!
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Do you accept debit cards?
Yes. We're delighted to accept Debit Cards as long as it has a Visa or Mastercard logo.
Simply enter in the requested information as you would a standard credit card.
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Is it safe to use my credit card online?
We have made our site as secure as possible for your protection. Our shopping system uses
128-bit SSL Encryption. You can click on the Verisign logo on our checkout pages in order
to view our certificate. However, if you do not wish to use the online shopping cart system,
you may fax your order to (888) 799-5913 -- please use our
printable fax form:
http://www.planetcdrom.com/cc-form.html
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What does "Invalid CheckSum" mean?
This error specifically indicates that one or more numbers have been incorrectly typed for the
credit card number. For example, if you have accidentally typed 3 instead of 4, this is a CheckSum
error. Check the number, correct any mistakes, and try again.
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What do I do when it tells me "Authorization Denied"?
Since denied orders are not submitted into our database due to the error, we do not
have the deny reason available to reference. We have found that typing a number wrong,
or listing an incorrect expiration date can cause a denial. Also, please be sure the
billing address is exactly as listed with your credit card company. If the information
you have provided is correct, you may wish to contact your card company for further assistance.
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Can I fax my credit card order?
Yes.
Click here for our credit card fax order form. Please print all information clearly
and fax it to Planet CD-ROM at 1-888-799-5913.
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How can a school order?
We understand that most schools require an invoice for purchasing approval, or use purchase
orders. Although we do not accept purchase orders, we do have a solution and are
more than happy to work with you on this.
- For your convenience, we have a printable fax order form specifically for school
purchases: click here to view and print.
(Print multiple copies if you need more space).
- Fill out the form completely, including the names and product codes of
the items you wish to order. Sample product code: pc12345
- Please complete the address section with full names, no abbreviations. We will contact
you at the phone number you list if there are any questions about your order. We will send
confirmation emails to the email address you list.
- If you are located in California, please include a tax exempt form.
We will keep it on file for any of your future orders.
- Fax the completed form(s) to PlanetCDROM at (888) 799-5913.
- We will create a mock invoice and fax it over to the number that you
indicate on the order form (usually your accounting department).
- When your accounting department or district approves your purchase, and you have the check for your order,
please mail your payment along with the mock invoice within 30 days of placing the order.
- Once we receive your payment, we will send you a confirmation email
to tell you that it arrived, and we will process the order.
- Please allow 10-14 business days for your order to arrive.
Orders over $50 will ship via UPS Ground with a signature required.
If you have any questions at all, please email our Customer Satisfaction Agents at cs@planetcdrom.com, and we will be glad to assist you.
Our pricing scale for school orders is the same as regular orders:
S&D is charged per item |
If you order... |
... S&D is: * |
1-5 items |
$5.99 per item |
6 or more |
$5.49 per item |
* Prices reflect shipping to U.S.A. addresses
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Do you offer an affiliate program?
Yes.
Please click here to get more information and to sign up for the Planet
CD-ROM affiliate program.
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What is your return policy?
We are delighted to offer a 30-day exchange/money-back guarantee!
All parts must be returned with the item.
Please click on the link below and print out our return form. Please fill it out and include
it with your return. Our return address is listed on the form:
http://www.planetcdrom.com/returns/
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What is your privacy policy?
Our Privacy Pledge to You, Our Customers
PlanetCDROM respects your privacy, therefore we treat any identifiable information
regarding our customers, users, and subscribers with the utmost confidence.
Any information you give us is held with the highest professional care and security,
and will not be used in ways to which you have not consented.
When you purchase products from PlanetCDROM or use our services, we place you on our in house
list to receive email regarding updates about special offers, new products, and new services.
You can unsubscribe very easily at any time by following the simple instructions in the email
you receive. It is our policy and practice not to send unwanted email.
We reserve the right to modify this policy at anytime.
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Software Products
Why doesn't my CD show Windows XP?
If we list the program as Windows XP compatible, that means that we have
tested it on our own computers and found that it worked on Windows XP.
We test all of our software on Windows XP and earlier Windows systems,
even if the original CD-ROM does not list them. If it passes our test,
the compatible systems are then listed on the software page in our catalog.
What does this mean for you?
When you receive your CD-ROM, the package may not list Windows XP as a compatible
system, even though our catalog page says it will work on XP. This is because
the program was manufactured before Windows XP was available. If you order a
product that we list for Windows XP, and it does not work on your system, please
contact us before returning the item -- we can help you install the program, and
direct you to the manufacturer for more detailed support.
Product Support
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Why didn't my CD come in a box or case?
We buy CDs in bulk from the manufacturers. This is how we are able to offer them
for such low prices. Many of our CDs will ship in the retail case. Sometimes,
the manufacturers do not include the box in order to lower costs, and the CD
is shipped to you in a paper sleeve. All our CDs are new and unused . We indicate
on every software item whether that individual CD is packaged in a sleeve or jewel
case. It is important to us that our customers have as much information
about their purchase up front.
The type of packaging for each product can be found by clicking on an item for
more details. At the top of the page you will see the image of the product.
Directly below the image you will see the word "Package" followed by
the type of packaging for that product. Possible types of packaging include:
sleeve, sleeve with manual, jewel case, and retail box.
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Can I get technical support?
Planet CD-ROM offers limited technical support as a courtesy to our customers.
We are glad to assist with installation and minor technical problems. In some
cases, we may refer you to the original manufacturer of the software program
because they have more information than we are able to provide.
Click here to contact our Product Support Team.
In the event that we cannot find a solution, we are glad to accept a return for refund
or exchange per the terms of our 30 day money back guarantee.
Click here to view our Return Policy.
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Related Topics:
Contact Us:
PlanetCDROM.com
1212H El Camino Real #453
San Bruno, CA 94066
Toll-Free Fax: (888)799-5913
Or Fax Orders: (650)887-1488 |
