Customer Service Hot Issues
Most Popular Customer Service Questions
Our customer service team is available to help customers with the following issues:
- Purchasing products
- Product returns
- Applying for educational or non-profit pricing
- Managing licenses
Please do not contact customer service regarding technical support issues
Order Information
Download Orders - An email is sent to you which includes the serial number and download links. This email is sent out after order checkout. If you do not receive this email, please contact Customer Service.
Physical Order Shipments - Your order is shipped from our warehouse within 24 hours during the work week (Monday through Friday) and within 48 hours if ordered on the weekend (Saturday/Sunday). Please keep in mind our warehouse is not open on weekends or holidays.
Both - If you order both a download and physical shipment, you will receive the email for the download once the item has shipped.
Upgrades - Registered users are entitled to discounted pricing when upgrading from one major version of a product to another (i.e. upgrading from version 1.0 to version 2.0 of the same product). Upgrade pricing is listed for each onOne Software product title. If you purchase an onOne Software product and within 30 days a new version of that product is released, you are entitled to a free upgrade to the new version. Simply contact onOne Customer Service to facilitate the free upgrade.
Payment Methods - We accept VISA, Mastercard, and American Express. If you wish to pay by check, please call Customer Service at 1-888-968-1468.
Credit Card Charges - For downloads, your credit card will be charged when you select "Checkout" in the shopping cart. For physical shipments, your credit card will be charged once your product has shipped.
Invoices - If you require a copy of an invoice, please contact Customer Service by submitting our online form.
Billing Errors - Billing errors occur when the address listed in the billing address does not match the billing address of the credit card being used. If this is not the case, please contact Customer Service at 1-888-968-1468.
Resellers - To locate a list of resellers which offer our products, please check our Resellers page.
Shipping Information
Shipping Methods/Rates -
Domestic shipping (United States):
- USPS Priority ($6.95 + $2.00 for each additional item)
- UPS Ground ($8.95 + $5.00 for each additional item)
- UPS 2-day ($14.95 + $5.00 for each additional item)
- UPS 1-day ($29.95 + $5.00 for each additional item)
International shipping (Canada, EMEA and ROW):
- UPS Worldwide Expedited ($49.95 + $10.00 for each additional item)
- UPS Canada Standard ($19.95 + $5.00 for each additional item)
Tracking Numbers - Your tracking number will be emailed to you once the order has shipped.
Shipment - Your order is shipped from our warehouse within 24 hours during the work week (Monday through Friday) and within 48 hours if ordered on the weekend (Saturday/Sunday). Please keep in mind our warehouse is not open on weekends or holidays.
Product Information
Serial Numbers - For physical shipments, the serial number is located on the clear plastic CD sleeve or on the inside cover of the CD case. For download orders, your serial number is included in your Order Acknowledgement email.
Lost Your Serial Number? - If you misplace your serial number, you can get a replacement serial number by contacting Customer Service at 1-888-968-1468 (proof of purchase is required). If you registered your product we can quickly look it up in our database.
Product Registration - To register your product, please fill out our registration form or contact Customer Service at 1-888-968-1468 to register over the phone.
Free Trials - We have trial versions available for all of our products and most trials will last for 30 days or a limited number of uses. To download a free trial, please go to our Downloads page.
Returns and Refunds
Return Policy - Products purchased directly from onOne software, including electronic downloads and products delivered physically, come with a 30-day return policy. During this period you are entitled to receive a full refund (excluding any shipping charges) for any direct purchase. Products purchased through an authorized reseller are subject to the return policy of that reseller. Please contact the reseller directly for details on their return policy.
Facilitating a Return/Refund - To facilitate a product return or refund for a purchase made directly through onOne Software, please contact Customer Service via the online form or our toll free number. Please have the credit card information used to place the original order readily available. If you are returning physical product(s), you will be instructed where to mail the product(s) and the refund process will begin once the product(s) are received by onOne Software. For purchases of electronic downloads, the refund will be initiated at the time you call. A credit to your credit card should appear within 7-10 business days.
Technical Support and Customer Service Policies
Technical Support Policy - Technical support for onOne Software products is available to all registered users free of charge. Priority technical support is currently provided via email which allows us to provide you with detailed technical information and any additional documentation that may help assist you with your specific support question(s). We will do our best to respond to your submission within 1 business day. Technical support is not able to take live calls at this time.
Customer Service Policy - Customer service will be able to assist you with issues relating to download, purchase, shipping and/or registration of your onOne Software product. If you wish to speak with a live person, please call 1-888-968-1468. If you are asked to leave a voicemail, please leave your name, phone number, and a brief message and we will return your call within 3 business hours. You can also submit a request using the online form. You can expect to get a response to your online submission within 1 business day.
The Technical Support and Customer Service office hours are Monday through Friday 8am to 5pm Pacific Standard Time.
