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This FAQs section is in constant evolution. If you are having problems we do not have an answer for, use the form in this page to let us know. It will help us develop our FAQs section.

My Account

Cannot login into my account

If you are unable to login into your account, here is what to do:

  1. in the login page, click on the “Lost Password?” link.
  2. In this page, you must enter your email address.
  3. You should then receive an email with instructions in regards to resetting your password.
  4. Click on the link, it will lead you to a Web page with specific instructions, follow them!
  5. If you don’t see any email, it may have fallen into your spam or junk box.

Orders/Products

Order completed but payment still pending?

Very rarely, an order might be completed, but the payment has failed. If that is the case, your order will not be available for download or shipped until payment is resolved.

Here’s what to do:

Step 1: Go to “My Account” by logging in (user and password required)
Step 2: Go to “My Orders”
Step 3: Click on the order that is pending, and follow the payment instructions.

Defect Products / Returns

Please refer to the Product return or refund section of the Terms of Sale page.