Frequently Asked Questions


How can I contact SoftwareMedia?

Please refer to our contact information page.

What are your business hours?

We are located in Salt Lake City, Utah, which is in the Mountain Time Zone. You may place your order online 24 hours a day, 7 days a week. We also offer live customer service during the hours of 8:00 a.m. to 5:00 p.m. (MT) Monday through Thursday and 8:00 a.m. to 4:00 p.m. Friday. After hours, please email, and we will get back to you as soon as we are able.

Is your site secure?

Yes. Your personal information and credit card transactions are being processed using the highest possible security encryption for your protection. In addition, our site is tested by Hacker Safe daily, and we are a certified participant of the BBBOnLine Privacy Program.

How can I submit my feedback about your company?

We value each of our customers and their opinions. In light of our commitment to customer satisfaction, we prompt each customer to fill out a survey at the end of each order. This survey is optional and is done through multiple third-party resources. If you would like to submit a review and did not get the chance to do so upon this prompt, visit our ratings page and choose any third party resource to review with.

What wholesale options do I have?

If you have a large purchase to make and prefer to work with a representative rather than purchase online, consider our Customer Advantage Program, the best way for resellers, corporations, government and volume customers to buy software. For more details or to request a wholesale quote please contact our Wholesale Division: Tel 1-800-474-1045 x3 or Fax 877-486-1144.

Where do I enter coupon/promo codes?

If you have received a coupon code for a promotion, enter it on the cart page.

Shipping Information

How much is shipping? How long does it take?

Our shipping prices depend on how fast you need the package. For shipping options and details, please visit our shipping information page.

Has my order shipped?

You will receive an email once your order has been processed and shipped, usually the same business day if the order was placed before the shipping cutoff time. To ensure you receive correspondence from SoftwareMedia, please be sure to allow emails from

How can I track my order?

As soon as your order has left our warehouse you will be able to log onto your account and track your package every step of the way. Even if you do not have a full account with SoftwareMedia, you will still be able to track your order in this way. Simply look for the ‘order shipped’ email with a link to your tracking info.

Do you ship on Saturday or Sunday?

Our warehouse is closed over the weekend, and the shipping methods described only refer to business days. However, if you contact customer service during regular business hours you may request Saturday shipping. An extra fee may be applicable.

When is daily the shipping deadline?

At SoftwareMedia we do everything in our power – literally, bend over backwards – to get orders out the same day they are placed. Orders will typically go out the same day if they are placed before 6:00 PM EST/ 5:00 CST/ 4:00 MST/ 3:00 PST Monday through Friday. Orders placed after the cutoff time will be shipped the next business day.

Do you ship internationally?

At this time we ship to Canada & Puerto Rico. Orders shipped to Canada are susceptible to a GST (Goods and Services Tax).

Do you Ship to Alaska, Hawaii?

Yes we do! Our carrier provides 2-Day Air and overnight service to Alaska and Hawaii.


What is your cancellation policy?

Please refer to ‘cancellations’ on our policy page

What is your Privacy Policy?

Please refer to ‘cancellations’ on our policy page

What is your Return Policy?

If you are unsatisfied for any reason we will pay for the return of your product for up to 60 days. For details and procedures, please refer to our return policy.

While makes every attempt to ensure satisfaction with your purchase, all software download sales are considered final. It is the responsibility of the buyer to know the system and compatibility requirements of the product prior to purchasing. If there are technical issues that prevent access to your software purchase, please contact our support team for assistance. View our contact page.

Please note that in some cases you may be required to contact the publisher to resolve support concerns that are specific to that publisher’s software.

Please Note:
While every attempt is made to ensure you have the full enjoyment of your purchase, due to the nature of download software procedures, SoftwareMedia cannot accept refunds once product keys have been distributed.

What if there is an error on the site?

If a product is listed incorrectly, as a result of a typographical error or otherwise, Softwaremedia has the right to refuse, cancel or limit the quantity for that order. This policy is regardless of order confirmation and credit card charged status. You will always be notified if your order is going to be canceled. If your credit card has been charged and your order is canceled, Softwaremedia will immediately credit your credit card for that amount.

Payment Information

What payment methods do you accept?

We accept the following methods of payment: Visa, Mastercard, Discover, American Express, COD (orders above $500) and gift cards. We also offer PayPal and Amazon Payments as options. SoftwareMedia will not charge your credit card until your order has been shipped.

Can I pay with multiple forms of payment?

Yes, you can pay with multiple gift cards as well as a credit card.

How do I check the balance of my gift card?

You can view your gift card balance here. Your gift card balance can also be found on the My Account page.

Do you accept Purchase Orders?

We do accept purchase orders. Please view the purchase order form, which outlines how to submit your PO in three steps.

Do you accept COD?

For orders over US $500, we may accept COD cashier checks or money orders. A service fee will be added on your order for COD delivery. Please consult our sales department at 1-800-474-1045 for COD delivery information.

How can I order offline?

Please refer to ‘Offline Ordering’ on our policy page.

Terminology and Definitions

What does On Backorder mean?

When an item is “on backorder”, the purchasing department is currently searching for stock on the product. We make a concerted effort to keep up with the displayed stock status on each and every product we offer. If there is a mistake and an item is actually unavailable, we strive to fulfill the order in as timely a manner possible. However, we cannot guarantee price or availability. You will be notified promptly if an item is on backorder, as well as once it is ready to ship.

What is OEM software?

OEM software is a full version (non-upgrade) which includes only the CD-ROM, the Certificate of Authenticity (COA), and the product key codes. These elements are all you need to load and run the software, and it will run exactly the same as the version that comes packaged in a box for retail. OEM software does not include a box or comprehensive manual. We only recommend OEM software if you are highly technically inclined, as it is not covered for technical support by the manufacturer. All OEM products are labeled as such. Please note that OEM products may not, in most cases, be used to upgrade from a previous version. However, OEM software is eligible for future upgrades.

What is a CAL?

CAL stands for “Client Access License”. This license grants the right for a computer to have access to the server. A CAL is not a software installation license. For example, with 10 CALs, up to 10 people at a time may have access to the server.

A User CAL will license a user to access the server software from work and home computers, Internet kiosks and other mobile devices. User CALs are typically used in companies where employees use different machines or roam from location to location. A Device CAL will license any number of users to access the server software from a single, shared device. Device CALs are typically used in companies where employees share computers and devices (perhaps on different shifts).

For more information about software licensing programs, see our software licensing guide.

Where is the product I'm looking for?

If you cannot find the product you’re looking for by manufacturer, we suggest you try our comprehensive search, located in the top right-hand side of every page on our site. If you are still unable to locate the product you need, contact us at 1-800-474-1045 or We are always looking to expand the products on our site, and we’d love to help you locate the product(s) you need.

Microsoft Audits

I received a self audit from Microsoft, what is my first step?

Fill out the Deployment Summary (spreadsheet format) with all your Open License Program products and return it to your SAM Rep. If you have several agreements, make sure you list all the Open License products you have purchased.

What kind of information am I required to share with Microsoft?

You will be asked to share detailed network infrastructure and server access management information. The auditors will ask for as much information as you’re willing to give and as much as they can get away with.

Should I install the MAP (Microsoft Assessment and Planning Toolkit) software?

It is recommended that your complete the Deployment Summary spreadsheet first.

Is Microsoft conducting the Audits or a Third Party?

Microsoft hires out a third party auditor to conduct the Microsoft Software Asset Management Review

How can assist me if I get Audited? will be able to provide helpful information and recommendations to make the Audit process smoother, provide license agreements, and order history. We can also analyze your existing software to make sure it’s licensed properly and we can also quickly activate any licenses you need to purchase in the event you are out of compliance.