SALES FAQ

PRESALE QUESTIONS

Secure Commerce Server

Using a credit card you can order safely and conveniently from our secure web site. Your download and registration information (where applicable) should show on your screen upon submitting your order, it will also be emailed to the address provided on the order form shortly after with an attached receipt of your payment.

Stardock’s commerce server utilizes Secure Socket Layers (SSL) encryption protocols to protect your personal information. Please note that some 3rd party banking software and other applications you may have installed implement a hidden proxy server on your system. If you experience trouble reaching the commerce server, please disable the local proxy while placing your order.

If you have any problems with your order or receive an error from our store that is unclear, contact sales@stardock.com rather than placing duplicate orders.  Include any error message you received and the email address you provided with your order, along with the order date to assist us in looking up any transaction attempt.  Be sure that your browser is set to save cookies.

You may not have a webstore login account even if you've purchased from us previously.  If you do not have an account, or can't remember your account information, proceed as a new customer.  Any discounts or renewal rates applicable will still be applied.  The webstore login will only recall your address information, it will not recall your credit card information from previous orders.  Your webstore account applies only to the Stardock webstore.  This is separate from your Stardock.net account or any of your product registrations.

 

The Object Desktop Network

Q: Why do I want to order The Object Desktop Network?

A: The Object Desktop Network is a subscription service for desktop enhancement software. You immediately have access to all Stardock desktop enhancement programs, all for just a little more than the cost of an individual component.  See http://www.stardock.com/products/odnt/features.asp for a list of the Object Desktop components.

Q:  What happens when my subscription expires?  Will the programs I’ve received still work?

A:  Yes. When you purchase, you receive everything currently available on the Object Desktop Network as well as free updates for one year. Once your subscription has expired, you have the option of renewing for additional years for $34.95.  If you choose not to renew, you keep everything released prior to the subscription expiration.

Think of it like you would a magazine subscription. If you let your Newsweek subscription lapse, you can still read all the old issues (you just will not get any new ones).

Q: “The Object Desktop Network” --- Do I have to be on a network to use this?

A: No. The “network” refers to the fact that you will be accessingStardock’s network to download the most current versions of components as well as new components as they are released during your subscription period. To access the network, you’ll need a machine connected to the Internet with Stardock Central installed, available at  http://www.stardock.com/products/sdcentral/

Q: The machine I am interested in using Object Desktop on is not connected to the Internet. Am I out of luck?

A: No. The machine you are going to install/use the OD components onto does not have to be connected to the Internet. Stardock Central includes backup/archive functions to enable you to download the components from the network and transfer them to a machine that is not connected to the Internet.

Q:  I have a laptop and a desktop. Can I install the software on multiple machines?

A:  Yes, to a point. Only 1 copy of the product can be used at once per license. But if you want to have it on both home and work or install it on the road that is not only allowed but recommended. As long as only one copy is actively in use (someone sitting at the computer) at any one time, you are covered.

Q:  How long does Object Desktop take to download? How large is Object Desktop?

A:  Stardock Central (the client software used to connect to the Object Desktop Network servers) is less than 800K. Components, which are downloaded individually from the network, are generally around 2-3MB each.

Q: I’m really not interested in ordering the Object Desktop Network. Can I just get one component for now and upgrade later?

A: Absolutely. Several of the Object Desktop components have standalone versions that can be purchased on their own.  There is a reduced upgrade path from standalone components to the full Object Desktop.  Shareware versions of the Object Desktop components can be downloaded from www.download.com.

Q: How will I receive the products I’ve ordered?

A: Most of Stardock’s products are available in a convenient electronic download. When your order is processed, you’ll receive a link to download the products you’ve just ordered and a serial number.  This information  will also be sent to your email address.

Q: I want a CD with my order, can I get one?

A: Yes, several Stardock products have a CD version available as well. Select the CD versions of Object Desktop or WindowBlinds (or other available CD products) to have a CD mailed to you.

Q:  If I order a CD, how do I get my serial number?

A:  For most of our CD orders, you will be provided with your serial number information as soon as your order is processed.  You will also be provided with download information so you can get started right away before your CD arrives.

Q: I’ve ordered the electronic version of a Stardock product but would like a CD as well, can you help me?

A: Please contact sales@stardock.com to arrange to receive a CD. There will be a charge for shipping/handling.

Q:  What about shipping/handling charges?  Are there any other charges/fees?

A:  For products which include media, shipping is $5 US for North American addresses and $10 US for orders for all other countries. This is per order rather than a per product charge (so if you order 3 products which must be shipped, there is only one charge for shipping).

Q:  I don’t have a credit card. How can I purchase Stardock software?

A:  We also accept checks or money orders in US funds (no Eurocheques, please, as they are not certified funds).  Please print and use the order form at http://www.stardock.com/order.txt (also found in the directories of Stardock’s shareware products) and mail with payment to:

Stardock Systems, Inc.
15090 Beck Rd., Suite #300
Plymouth, MI 48170
USA

Visit http://cnnfn.cnn.com/markets/currencies/ for current information on exchange rates.

Q: Do I have to pay for updates?

A: Generally not. The Object Desktop Network includes 12 months of updates and new components. Minor version updates to other products (like WindowBlinds) are made available to registered users at no charge. For instance, if you purchased WindowBlinds 1.0 you would have had access to over 6 updates at no charge. Only major version changes (like moving from WindowBlinds 1.x to WindowBlinds 2.0) will have an upgrade charge.

 

POSTSALE QUESTIONS

Downloading software

Q:  How can I download software once my link has expired?

A:  You can look up your serial number and obtain the most current download link available to you any time at http://www.stardock.com/support/ using your email address.  If the email address we have on record for you is no longer current, send a message to sales@stardock.com containing your name, address, and new email address.

Q:  I purchased a CD, can I download the program before my CD arrives?

A:  For most of our CD orders, you will be provided with your download and registration information as soon as you place your order so you can get started right away before your CD arrives.

 

Serial numbers

Q: I understand Stardock’s products generally require a serial number. How will I receive this information?

A: When a product which requires a serial number is ordered, you will be provided with a serial number upon submitting your order.  This information will be emailed to you as well. Customers will generally receive an email with their serial number within 15 minutes of placing an order (please note that network slowdowns or other errors can extend this time).

If you have not received a serial number within 24 hours of placing your order, please contact sales@stardock.com with your name, email, and order number (from your order receipt) and they’ll be able to help you out.

Q:  I lost my serial number.  Where can I get it?

A:  You can use our serial number lookup at http://www.stardock.com/support any time. You will need to use the email address we have in our records and the serial number will be emailed to you.

Q:  Why doesn’t my serial number work?

A:  Please be sure you using the download link corresponding to your current serial number, and entering serial number exactly as it appears in your Registration Information email.  The program is case and punctuation sensitive.  Beware of characters which may appear very similar, such as 0 and O;  or 1, l, and I.  Using cut and paste functions to enter your serial number will help to ensure accuracy.  Shareware versions of our programs will not register.  You must uninstall the shareware version and download and install the enhanced version using the link provided with your serial number.

Other Questions

Q:  What is your return policy?

A:  Please see the Stardock return policy for more information.

Q:  Where can I learn more about licensing Stardock technology, such as the DirectSkin OCX and DesktopX Enterprise?

A:  Contact Angela Marshall at directskin@stardock.com for more details.

Stardock Sales and Support are staffed Monday-Friday (9am-4pm EST). Every effort is made to respond to queries as quickly as possible, though mails sent after-hours and on weekends will generally not be seen until the following work day.