Frequently Asked Questions: General Info

How can I pay?

We can accept the following cards for payment: Credit cards: Visa, MasterCard/Eurocard, JCBDebit Cards: Switch, Solo, Visa Delta and Visa Purchasing We do not currently accept American Express or Diners cards and it is not possible to accept Visa Electron cards online or for mail or telephone order transactions.

You will be asked for your card type, number and expiry data and your address (exactly as it appears on your card statement).

You will notice that we will also ask you for the additional three check digits printed on the signature strip on the back of your card: These do not appear on statements, point-of-sale receipts or carbon copies. This recently-introduced security measure provides both you and ourselves with added protection. You will find more and more online stores and other retailers asking for these digits over time.

When you press "Finish" we will verify your transaction through our banking partners - a process that takes just a few seconds. When your payment has been authorised, you will see an Order Confirmation page.

Why is VAT charged on my purchase when I have either a VAT registration number or a VAT exemption certificate?

The Corel Store quotes prices inclusive of VAT and charges VAT on all transactions with countries within the European Union. This is because Corel has been advised by its tax consultants not to accept VAT registration numbers or VAT exemption certificates on transactions conducted over the Internet since this VAT data cannot be validated in real time. Customers who do not wish to complete their transaction with the Corel Store for this reason may instead purchase Corel products from their local dealer.

How do I get a receipt for my Corel® Store order?

After placing your order, you should receive a "Corel Store Receipt" email that will contain information on order that includes the products purchased, quantities, price and any possible serial numbers or links for downloads. Your Corel Store Receipt will contain lots of helpful information including your order number, billing and shipping information, date shipping method, etc so please ensure you keep a record of it.

How much does shipping cost and how long will my order take to arrive?

The cost of shipping depends on the items ordered and the shipping method chosen. Likewise, the time it takes for your order to arrive depends on the shipping method chosen. For a breakdown of shipping rates and methods, please click here.

How do I activate my intervideo download?

If you have purchased a download version of an InterVideo product, or purchased from a trial version, you will receive an email containing the download links and the license key to unlock the software.

1. Launch the trial version of the product you wish to activate. You will be prompted to activate your product. Select "I have already purchased...would like to activate/reactivate now" and press Continue.

2. You will need to use the email and password you used when you bought your product. Enter the relevant details making sure there are no blank spaces.

3. Your license key can be found in your order confirmation email. To avoid errors, we recommend you copy and paste the license key into your product.

4. You will be prompted to enter the last 4 digit of your credit card. Since you purchased the product using PayPal, please enter 0000 in this space.

Note: For product reactivations, please click here for instructions.

How do I return my corel product or cancel my download order?

Please note that refunds cannot be processed via email.

Corel only accepts returns on software purchased from Corel directly. For software not purchased from Corel (e-bay or other internet electronic resellers), please follow the Return Policy of the vendor you purchased from.

Please read the following:

• Requests must be made within 30 days of your purchase from Corel.

• Corel does not refund original shipping costs.

• Shipping and handling costs to return your product to our warehouse remains the responsibility of the customer.

• Returns must be made to our warehouse by using a trackable shipping method. Corel is not responsible for lost, destroyed, misdirected, postage due, or delayed mail.

• Returned product must include all related media and manuals (failure to comply may result in lack of refund). The software must be uninstalled from your computer and any storage devices and you must delete back up copies.

• Returned package MUST be labeled with the Corel assigned RMA Number and sent to the address stated in the instructions you will receive.

• Please allow up to 4 weeks to receive your refund.

• Refund will be issued in the currency in which the product was purchased.

• Refund will be returned through your PayPal account and will be accompanied by email notification.

If you meet the above eligibility criteria and agree to the terms, please visit these pages:

http://www.corel.com/en-ca/customer-service/
Corel refund site:  https://support.cleverbridge.com/hc/en-us/requests/new?ticket_form_id=18434
Roxio Refund site: https://www.findmyorder.com/sstore?Action=DisplayHomePage&SiteID=findmyor&Locale=en_US
Pinnacle Refund site: https://www.findmyorder.com/sstore?Action=DisplayHomePage&SiteID=findmyor&Locale=en_US

How do I know my personal information is safe, secure and private while shopping at the Corel® Store? The security of your credit card information: Corel Store uses Secure Socket Layer (SSL) protocol for browsers that support 128-bit encryption (such as Netscape Navigator® version 2.0 or greater, or Microsoft® Internet Explorer version 2.1 or greater). SSL encrypts information as it travels between the customer and Corel so that your purchase information cannot be read as it travels over the Internet. For more information, please consult our detailed Security Policy.

The security of other personal information: At Corel, our goal is to ensure that we only gather information about you that you want us to have and that we only use this information after we have told you how it will be used and have given you the opportunity to consent to its use. For more information, please consult our detailed Privacy Policy.

 

Frequently Asked Questions - Shipping Options/Pricing

What shipping options are available?

Corel offers one shipping option across Europe for Corel Store orders:

a) UPS Standard Delivery: 2 to 3 days

Please note: if you purchase an ESD (Electronic Software Download) version of a Corel product you will not pay any shipping and handling charges.

What are the shipping rates for the Corel store?

The rate for all Corel Store orders shipped within Europe will be the following: £ 9 in the United Kingdom € 15 for Europe.

Please note: if you purchase an ESD (Electronic Software Download) version of a Corel product you will not pay any shipping and handling charges.

 

Frequently Asked Questions - PayPal

Why is my order status "pending" in my PayPal account?

After you have submitted your payment information to PayPal, Corel will be notified to fulfill your order. At this stage payment has been approved but has not yet been processed. Once your order has been emailed to you (for download versions) or shipped (for physical goods), your order status will be updated to "Completed" and your payment will be transferred from your PayPal account to Corel.

What is the difference between my PayPal receipt and my Corel receipt?

After purchasing your product you will receive an email receipt from both PayPal and Corel.

Your PayPal receipt will have important information such as your PayPal transaction number as well as your order date and total and is normally received shortly after purchase. Please keep a record of this receipt in the event you need to communicate with either PayPal or Corel concerning your order.

Your Corel Store order confirmation email will contain information that includes the products purchased, quantities, price and any serial numbers and download links. The Corel Store order confirmation will also contain helpful information including your order number, billing and shipping information, date, shipping method, as well as information for accessing your Corel account, so please ensure you keep a record of it.

Ordering Boxed Software

Shopping Cart

After adding items to your cart, you can order numerous copies of an item in your cart by editing the “Quantity” field. Clicking “Remove” will remove the item from your cart. If you make any changes, click “Update” to recalculate the items in your cart, and a new subtotal will appear. Please note that shipping & handling charges and applicable taxes will be added to your total before the ordering process is complete.

If you are not ready to proceed to checkout on our secure server and would like to add more items to your cart, select “Continue Shopping”. If you are ready to place your order, select “Checkout”.

Order Confirmation

You will know your order has been completed and received by Corel when you see the Corel Store Order Confirmation page thanking you for your order. You will also be sent a Corel Store Receipt confirmation e-mail including the details of your order. Be sure to save this e-mail and receipt for future reference. It will greatly simplify the process should you ever have to Contact Corel Customer Service about your order for whatever reason.

Contact Info

Contact Us

We want to hear what you have to say! Your feedback is important to us as we continue to strive to meet your needs, so if you have a comment or suggestion, please feel free to contact us. Or, if you have a question that you can’t find answered in our help section or in our list of frequently asked questions, please feel free to drop us a line:

Contact Corel Customer Service

Policies & Statements

Return Policy

Returning Corel Products

Corel products may be returned under the following terms:

• Requests for returns must be made within 30 days of purchase from Corel.

• Products purchased from sources other than Corel (for example: local retailer / reseller, mail order, internet electronic reseller and others) must be returned to the company from which they were purchased and are subject to that company's return policies.

Product Return Guidelines

• All returns to Corel must be accompanied by a Return Material Authorisation number (RMA number).

• Packages sent to Corel without an RMA number will not be processed and no credit will be issued.

• Returned product must include all related media and manuals. The software must be uninstalled from your computer and any storage devices, and you must delete any backup copies.

Retail Product Not Eligible For Refund In North America

• OEM software (purchased separately or pre-loaded on a personal PC by PC manufacturer).

• Product obtained through Corel's CLP licensing program. (Please check with your reseller/distributor for their return policy).

• Trial evaluation software.

• Reseller/Retailer and Contractor product returns (Please co-ordinate your returns request with the Corel Value Added Reseller (VAR) program).

• Product obtained as Not For Resale Product.

How To Obtain An RMA Number

• Please contact the Customer Service Center listed for your country

• RMA instructions with shipping information and an RMA number will then be sent to you by e-mail or fax.

• All approved returns will be processed within 10 working days from the date the product is received by Corel. Failure to include all media, material and information required may result in the refund being delayed or denied.

Note: To initiate the RMA process, please provide Corel with proof of purchase within the 30 day time-frame (Corel receipt, credit card statement, invoice or bank statement) as well as your customer contact information. Corel will be happy to note the reason for your return so we can provide better products for you in the future.

Privacy Policy

At Corel we recognize that our customers are concerned about the privacy of the information we collect and our plans for using this information. Our goal is to ensure that we only gather information about you that you want us to have and that we only use this information after we have told you how it will be used and have given you the opportunity to consent to its use.

For further information on Corel’s privacy policy, please visit www.corel.com/legal/privacy.htm

Security Policy

The Corel® Store uses Secure Socket Layer (SSL) Protocol for browsers that support 128-bit encryption (such as Netscape Navigator® version 2.0 or greater, or Microsoft® Internet Explorer version 2.1 or greater). SSL encrypts information as it travels between the customer and Corel so that your purchase information cannot be read as it travels over the Internet.

If you are not using a browser which adheres to SSL Protocol and does not support 128 bit encryption, the information you provide may not be secure and we recommend that you contact Corel directly by phone to order products.

A change in the URL from http:// to https:// notifies you that you are using SSL. If the URL on a page asking you to provide personal information remains as http://, beware: this may result in an insecure transmission.

When processing credit card purchases over the Internet, Corel Customer Service will verify your credit card information with the appropriate financial institution prior to processing your purchase. Corel Customer Service will not supply this information to any third party.

Corel will only use your credit card information for the current transaction, and although this information will be saved by Corel, it will be encrypted to ensure that it is secure. We retain your encrypted credit card information for a period of time after the transaction for return/refund purposes and because your card is not charged until your order is shipped. We also retain your encrypted credit card information for a period of time so that we can use it as a safeguard to prevent unauthorised access to your online Smart Receipt. While this information is kept, you can rest assured that it is in a safe place, it is encrypted and that it cannot be seen by anyone within Corel or our partner companies. You'll know this because you will have to reenter your credit card information each time you make a purchase at the Corel Store.

Product EULA

All Corel products include an End User License Agreement (EULA) which must be accepted by the user. To review the EULA, click here.