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Policies and FAQ

Welcome to our Policies and Frequently Asked Questions page. We tried to make this section as comprehensive as possible yet easy to get around in. We hope you find the info you're looking for. If not, feel free to call us toll free at 1-877-292-7712 and we will do our best to answer your questions.

FAQ's (Click on the question to see the answer)

Q: Who is Royal Discount?
A: We are an online retailer of software products made by manufacturers such as Microsoft, Adobe, Symantec, and many others. We are also known as Royal Distribution. Please note that our transactions may appear on your credit card or bank statement as "SoftwareSales". For additional information, see our About Us page.
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Q: Is ordering online from Royal Discount safe?
A: Yes. Our checkout pages are 128-bit SSL encrypted, the industry standard for secure online ordering. Always make sure to look for the green URL bar and the lock or key icon on your browser when you are checking out (location and format differ depending on what browser you are using). This indicates you are viewing a secure, encrypted page. In addition, we handle your personal information with the utmost of care and comply fully with the latest payment card industry (PCI) standards.
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Q: Where is my Product Key or Serial Number?
A: This depends on the product you ordered. The product key is often located on your Certificate of Authenticity label. Other likely locations are on the lower right corner of the CD sleeve, under the flap of the CD sleeve, on the back of the DVD case or on a separate card included in the packaging. Product Keys and Serial Numbers are unique and cannot be replaced if lost.
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Q: Why can't I install my software multiple times?
A: Many newer software products must be "activated," and the unique product key or serial number can only be used once. Software manufacturers have developed this activation process to prevent widespread unauthorized copying of software. If you experienced a computer failure and must reinstall the software, please contact the manufacturer directly and explain the situation. Royal Discount cannot re-activate or provide a new product key.
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Q: What if I am having trouble installing or activating my software?
A: If you are experiencing this problem, it's likely one of three causes:
  1. You may have an older version of the software or a trial version already installed, which is causing a product key conflict. To fix this, you must completely uninstall the previous software using the control panel. If you are trying to install a new operating system, you must format your hard drive completely to solve this problem. Make sure to back up any important files before you do this.
  2. You may be typing the product key incorrectly. Certain letters can be small and easy to misinterpret, such as B (as in bravo) and the number 8 (eight). Other common errors are confusing the letter O (as in oscar), Q (as in Quebec), or D (as in delta) with the number 0 (zero); or the letter I (as in igloo) and the number 1 (one). Be sure you try all combinations.
  3. You may be using the Product Key from a different product or package type (for example, an OEM product key with a Retail Box CD). Please be sure you are using both the product key and the media that arrived together with your order.

If you continue to have problems, please give us a call at 1-877-292-7712 noting that we didn't manufacture the software you have so we may need to refer you to the manufacturer for technical support.

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Q: Where is my tracking number?
A: Your tracking number was emailed to you on the evening they picked up your package from our warehouse. If you just placed your order, your tracking number has not yet been generated. Orders that are shipped via our free First Class Mail will not include tracking. To ensure that you get a tracking number, please select one of our other shipping methods.
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Q: Do you charge sales tax?
A: We charge sales tax on all orders shipping to Colorado. Taxes are also charged on electronic licenses for end users in the states of Colorado and Massachusetts. Taxes are not charged for any other U.S. state nor on physical orders billing to Colorado but shipping to a different state.
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Q: Can I ship to Canada?
Q: Yes. Orders shipping to Canada are sent through UPS Worldwide service. Please note that orders to Canada can sometimes incur additional fees and import taxes which the recipient will be solely responsible for paying.
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Q: Do you accept international orders?
A: Yes. We accept orders outside the U.S., Puerto Rico and Canada which are paid for via wire transfer and for an amount exceeding $1,000.00 USD. Note, we can't give Royal Points for International orders done via wire transfer. Please E-mail sales@royaldiscount.com, or call us at 1-877-292-7712 for more information.
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Q: Do you accept checks or money orders?
A: Yes. If you wish to purchase with a check or money order, please download and fill out the check purchasing form (link opens a PDF). Once filled out, send the form along with your check or money order (don't forget the additional $5.00 processing fee) to our address . Please be aware that we cannot ship your order until your check has cleared.
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Q: Do you accept purchase orders?
A: Yes. We require new customers to fill out our credit application to be set up on terms. Please email sales@royaldiscount.com for a copy of our credit application and fax the completed form to us at 1-303-468-6074. We require an order amount exceeding $500.00 USD for first-time customers. Visit our Corporate page for more information.
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Q: How long will it take for my order to arrive?
A: Orders placed before 2:30pm Mountain Time generally ship the same business day. If you place an order over the weekend or on a holiday your order will ship on the next business day. For an estimate on Ground shipping times from zip code 80301, click here. Please remember Ground shipping times are estimates only. For faster service, we offer other shipping options including Overnight and Two-Day Air options for an additional fee.
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Q: What is the difference between OEM and Retail Box packaging?
A: OEM software is a full version of the software which will include the installation disc(s), Certificate of Authenticity (if manufacturer provides), and product keycode/serial number (if necessary). OEM software does not come in a retail box, doesn't include printed manuals, cannot be transferred (even if the original computer breaks), and is not eligible for free technical support from the manufacturer. Help files are normally included on the disc. OEM software is only available in "full version" editions, meaning there are no OEM upgrade products. OEM software can be upgraded to future versions of the software by purchasing a compatible upgrade product.
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Q: How are you able to sell your software at such low prices?
A: We are not under contract with or "authorized" to sell on behalf of any particular software manufacturer. As a result, we are able to sell our products significantly below the MSRP. We purchase at lower prices from reputable sources in the wholesale market and pass those savings on to you!
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Q: Are your products used?
A: Absolutely not, we do not sell used products of any kind. All of our products are guaranteed to be new - never been used or activated. Due to the nature of the wholesale marketplace some packaging may look different than what you'd see at a retail store. However, we absolutely stand by our 100% guarantee that all software has never been used or activated.
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Q: What are Royal Points?

A: Royal Points are reward points earned by Members when they purchase items from Royal Discount. You can redeem your accumulated points for more software or other great reward items.

Please refer to the Royal Points section for full details.

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Shipping

Domestic

We offer free shipping on all online orders for software items within the continental United States. Unfortunately, we can't offer free shipping to Alaska, Hawaii or U.S. territories. Once shipped, your package(s) are subject to the carrier's (UPS or USPS) terms and conditions. For expedited shipping options, click here. For all phone orders, a service fee is added on to our standard shipping charges.

UPS will not deliver packages to PO Boxes. Additionally, we cannot ship to APO/FPO addresses at this time.

Wondering how long your free shipment will take? Check the map below.

Due to standard business practices, UPS does not deliver or transport packages on Sundays or Holidays, including expedited shipments. We encourage you to use the same billing and shipping address for your order. Using an alternate shipping address is acceptable, subject to credit verification.

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Shipping Cut-Off Time

We make every effort to ship orders placed before the shipping cut off of 2:30pm Mountain Time (4:30pm Eastern Time) the same business day, subject to product availability and credit verification. Orders placed on Saturday, Sunday or a holiday will ship the next business day.

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Undelivered Packages

Please provide a valid and complete physical shipping address for your delivery. Orders that come back or need to be re-routed due to an incorrect or incomplete shipping address are subject to a minimum $10.00 rerouting/reshipping fee, at the discretion of Royal Discount. Any package that is refused or returned to us as undeliverable will be subject to a minimum $10.00 refusal/delivery failure fee and recovery of shipping fees.

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Special Shipping Options

Expedited shipping options via are available in the contiguous United States for an additional charge: The options we offer are (note these are business days):

  • 2nd Day Air
  • Standard Overnight
  • Priority Overnight
  • Next Morning (only available to select zip codes)

Depending on the value, destination, and/or weight of your package, we may send your package with an adult signature required upon delivery (minimum age: 21). UPS will not deliver a package with this requirement without obtaining a valid signature.

We offer a "blind drop shipping" option on our checkout page. If selected, the shipping label and packing documents will obscure pricing details and our company name. This service is only available within the 50 United States.

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Tracking

If your shipment is delayed for an excessive length of time, or if the carrier has delivered the package but you have not taken possession of it, we will attempt to initiate a tracer investigation upon your request. This process takes up to 10 business days. UPS' findings will determine the options available upon completion of the tracer.

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Outside the Continental U.S.

Canadian orders and orders to Alaska, Hawaii and Puerto Rico as well as other U.S. territories can be sent via 2nd Day Air Service. For sales outside of these areas, please see our International Sales page.

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Payment

Consumers

To make your purchase experience the best it can be, we accept most payment options for domestic purchases including credit/debit cards, online payment services like PayPal, check or money order and Royal Points from our Rewards Program. See below for details on each method.

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Credit/Debit Cards: We accept Visa, MasterCard, American Express and Discover cards issued in the United States, Canada, or Puerto Rico. Cards issued elsewhere are not accepted.

Upon receiving your order, we will authorize your card for the specified dollar amount. If your order is not authorized by your card company, that order will be cancelled. You may then place a new order with an alternate payment method or resolve any issues with your card issuer. Credit card authorizations are temporary, and your card is not charged until we ship your order. Please contact your card issuer if you have questions on the difference between an authorization and a charge.

Other Online Methods: We also accept online payment via PayPal and Paid By Cash.

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Check or Money Order: You can also pay by check or money order. To do this please download and fill out the check purchasing form (a PDF document). Once filled out, send the form along with your check or money order (don't forget the additional $5.00 processing fee) to the address on our Contact Us page. Please be aware that we cannot ship your order until your check has cleared.

Payment by check or money order is only available for orders billing and shipping within the United States.

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Royal Points: You can also purchase software from our site as well as any of the special items found in the Reward Items section of the site using Royal Points. To do this, you must first be a member of our site - it's free to sign up. As a member, you'll automatically be enrolled in the Rewards Points Program and will start earning points for every purchase you make. You can check your point balance at any time by logging into your account and going to the Account Info tab.

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Business & Government

We offer the same payment methods for businesses and government organizations as we do consumers. In addition, we offer Net 30 payment terms to organizations passing our credit approval process. Please see our Corporate page or Government page for more details.

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Sales Tax

By law, we are required to charge sales tax on all orders shipping to the State of Colorado. Your tax will be calculated based on the delivery zip code. We do not charge sales tax for physical orders shipping to any other location.

Electronic license products with end users in the states of Colorado or Massachusetts will also incur sales tax at the applicable rate.

If you have a current Colorado or Massachusetts sales tax license, you may supply us with a copy of your license to have your tax waived. If you supply us with a sales tax license, it is your responsibility to fax a new copy once your old license expires.

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Credit Verification

By placing an order with us, you warrant that you are an authorized user of any credit card, debit card, checking account or alternate method you present for payment. Please provide the correct primary billing address on file with your card issuer as incorrect billing addresses may delay your order.

Royal Discount reserves the right to contact the issuing bank and/or the billing or shipping party to obtain valid billing information or to verify the legitimacy of your order. Orders failing to pass our credit verification process will be cancelled at our discretion. Individuals or organizations that attempt to place a fraudulent order may face legal action.

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Royal Points

Our Rewards Program:

Our Royal Points rewards program is one of the most valuable benefits of creating a free membership account with RoyalDiscount.com. Earning Royal Points is easy! Just sign up for a free membership and you will automatically start earning points on all of your purchases.

You can check the item detail page of any product to see how many points will be credited to your account once purchased. Look under the “My Points and Redemptions” section of your My Account page to see how many points you’ve earned.

When you're ready to redeem, just add the item(s) you wish to purchase to your shopping cart and select the checkbox in the "Shopping Points" section during checkout. You can redeem Royal Points toward any item sold on RoyalDiscount.com, including our special Reward Items section, which we’ve set up for members who are saving up their Royal Points for great gadgets.

The fine print:

  • If your points balance isn’t high enough to cover the full value of your shopping cart, additional payment via an alternate payment method is required.

  • You can choose whether to apply points to each new order or let them accumulate over time.

  • You must be logged in to earn or redeem Royal Points.

  • Royal Points do not expire unless your account has three years of inactivity.

  • Royal Points have no cash value and can only be redeemed at RoyalDiscount.com.

  • Royal Points are not credited to your account until a purchase is complete, and points may be deducted from your account if a purchase is returned or cancelled.

  • We may modify, amend, or enhance the Royal Points rewards program at any time.

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Privacy

Our Policy

We know that when you order from us, you're trusting us to protect your information the best way possible. And we want you to know that we place the highest importance on protecting your information. That's why we employ the latest tools and the highest certifications to make sure your private information stays private.

Gathering information is a natural part of processing orders and providing better services to our customers. We do not sell, rent, or trade that information to anyone. We do want to connect with you and therefore reserve the right to contact you with periodic email offers and industry information from which you can unsubscribe at any time.

We strive to make our email communications useful and interesting to you. However, we understand that sometimes, you just don't want to be bothered. We provide an unsubscribe link in all promotional emails and honor all unsubscribe requests initiated from them.

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Correcting Your Information

You can access your information and make changes at any time by logging in to your account using the username and password you selected when you first signed up. If you didn't create an account, please call customer service to make any changes.

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Returns

Three Step Return Process

We understand that, on occasion, you need to return an item. We accept returns on all software and hardware provided the item being returned is unopened, in its original packaging/condition, includes all supplemental materials and it's within 30 days of your original invoice date.

To return an item, please follow the three simple steps outlined below:

First, review the Return Parameters below

Second, obtain a Return Merchandise Authorization number (RMA) from Royal Discount by email or phone.

Third, review, fill out and sign a Return Form available here (link opens a PDF) - all returns must contain a signed copy of our return form.

Return Parameters

  1. Condition: Returns on items that are opened, altered, damaged, used and/or installed are not accepted.
  2. COA: If the Certificate of Authenticity (COA) or product keycode/serial number on the software has been activated, lost, damaged, defaced or detached from its backing, the item is not eligible for return.
  3. Fees: In order to keep our everyday prices as low as possible, all returns are subject to a minimum restocking fee of 3.5% of the value of the returned items, and a return processing fee of $5.00.
  4. Software Licenses: Electronic software licenses that have been activated are not returnable. Those that have not yet been activated can be returned for a 20% restocking fee.
  5. Shipping: Unfortunately, we can not reimburse shipping fees. Additionally, for your protection, when shipping a return we suggest using a reputable carrier, and selecting tracking, delivery confirmation and insurance options. We are not responsible for packages lost en route to us.
  6. Hardware: Returned hardware must be in original, resalable condition, must not be damaged in any way, and must include the original materials, manuals, blank warranty cards, and any other accessories.
    • Hardware Testing: Hardware found to be defective after the 30 day limit will fall under the manufacturer's warranty policy and should not be returned to Royal Discount. All reportedly defective products found to be in working order after testing will be returned to the customer, and subject to a $20.00 testing fee.
    • Defective Hardware: Hardware found to be defective will be repaired, replaced, or refunded if notified within 30 calendar days of original invoice date.
  7. Downloads: Downloadable items are not returnable once we have emailed the product key.
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Getting a Return Merchandise Authorization (RMA) number

You can obtain an RMA number by sending an email customerservice@royaldiscount.com or calling us toll free at 1-877-292-7712. Note you may not be eligible for an RMA number if your return doesn't meet the Return Parameters found in step one.

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Return Form

We will only accept returns that contain a complete, signed copy of our return form, which is available here. (Link opens a PDF).

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Orders

Cancelling an Order

You may contact us to cancel an order before the Shipping Cut Off Time on the day it is scheduled to ship. If you contact us after this time and your order has already shipped, it will be subject to our Return Policy.

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Defective Items

You must notify Royal Discount of defective items within 30 days of your invoice date.

Software is considered defective if the disc is unreadable by a CD-ROM drive or DVD-ROM drive, depending on the specified system requirements. If this happens, Royal Discount will either offer a replacement disc if the product type is "OEM" or "CD & Key", or replace the item with the same product. If you have purchased a "Retail Box," please contact the manufacturer for media replacement.

Hardware is considered defective if it fails to operate within manufacturer specifications. Defective "Retail Box" hardware would be covered under the manufacturer's warranty, if applicable. Defective "OEM" or "Product Only" hardware will be handled by Royal Discount on a case-by-case basis.

If you report a defective item that's found to be in working order by our technicians there will be a minimum $20.00 testing fee for that item. Should you have a defective item and need a replacement, you have 30 days following receipt of the replacement item to ship the original item back to Royal Discount. After these 30 days have passed, you will be charged for the value of the replacement item.

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Product Availability

Product inventories are updated automatically on our website. Should the very rare occasion happen where you place an order for an item or items that are backordered, we will send you an email with an estimated shipment date. Sometimes we will need to update the ship date or in extremely rare cases cancel your order because we are not able to get more of the item you ordered. Your card will not be charged until we receive the product you ordered and your order ships to you.

Depending on stock, backordered or discontinued items may be switched to an item of equal or greater functionality.

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System Requirements

Minimum system requirements are provided for all software items we sell. By placing an order for software, you agree that the computer system on which you intend to install the software meets or exceeds all minimum system requirements available on our website.

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Other Policies

Terms and Conditions

By placing an order at, or accepting a delivery from Royal Discount ("RoyalDiscount.com" or "Royal Distribution, Inc."), you understand and agree with the policies stated in this policy section of the RoyalDiscount.com website and on this page that details our Terms of Sale. Any attempt to alter, supplement, modify or amend these terms and conditions will be considered a material alteration of this agreement and are therefore null and void. Royal Discount may make changes to this site and these terms and conditions at any time without prior notice.

Outside Coupons and Rebates: We do not honor or guarantee any rebates, coupons, or promotions offered by manufacturers or our competitors.

Coupon Codes: Occasionally, Royal Discount will give out coupon codes for a specified dollar amount or percentage off of an order. These codes are valid for the time frame given when the code was distributed. Royal Discount reserves the right to discontinue use of any and all of these codes in the event an error occurs.

Price Matching: Royal Discount does not offer price matching services of any kind.

Price Protection: Prices may fluctuate on our website without notice at any time. Royal Discount does not offer refunds if the price drops below the original purchase price.

Pricing: All prices on our website are quoted in US dollars (USD). By placing an order with us, you agree to the total dollar amount of the sale, and authorize Royal Discount to collect via your preferred payment method.

Limitation of Liability: In no event shall we be liable for any indirect, special, incidental or consequential damages including but not limited to loss of use, loss of data, loss of business or profits. Some localities do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you.

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Product Issues

By placing an order with us, you indicate that you have read and understand our "Product Types" popup, which is available from any product page by clicking on the type of packaging indicated for the product currently being viewed. You also indicate that you understand and accept any limitations of the particular product type(s) you are purchasing.

Please note that Open License products can only be registered to end-users within the United States.

Installation Restrictions: Unless expressly noted on our website, all software products we sell are guaranteed to be valid for ONE installation on any compatible computer system. Any additional installations, even in the event of a system crash or license transfer, are permitted at the sole discretion of the software manufacturer per the terms of your End User License Agreement (EULA) and their activation procedures.

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Technical Support: Royal Discount is not the manufacturer of the software we sell and is therefore not authorized to offer technical support of any kind. If you need technical support, we recommend you obtain it from either the manufacturer or a reputable alternate service. We are not responsible for any fees charged by manufacturers or other technical support services.

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Website Policies

We reserve the right to cancel, refuse, or reroute any orders placed for a product which contain a typographical or pricing error. Prices and availability shown on our website are subject to change at any time.

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Images: Photographs and images are provided for illustrative purposes only, and do not necessarily indicate the actual appearance of the product. In choosing a product, please rely on the title, product listing, technical specs, price and manufacturer number to verify the product is the version desired.

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Intellectual Property: All copyrights, patents and trademarks are the property of their respective owners. Certain material that appears on this site is the sole property of Royal Discount and may not be used, copied or linked to without prior written consent. All rights are reserved.

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Membership Policies

Membership in the Royal Discount Member Rewards program is free and voluntary. As part of the enrollment process, you will be included in the Member email newsletter list which lets members know about new products at Royal Discount as well as special Member only sales. If you do not wish to get our Member Newsletter, you may uncheck the enrollment box when registering or unsubscribe at any time from within one of the emails.

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