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Ordering F.A.Q.

For your convenience, a list of frequently asked questions is provided below. This will hopefully provide an immediate answer to you inquiry, potentially eliminating the need to raise a support call. If the answer you seek is not there, please feel free to contact our Customer Support.

Frequently Asked Questions

When will I receive my registration code?

We know that you want your software NOW, and we do care to provide instant service, but please note that the program is already fully functional (unless you are past the trial period already), and you don't have to wait to use the software.

Unfortunately, any automatic fraud detection system cannot detect 100% of fraudulent orders, that's why we have to check all of our orders manually to protect legitimate credit card holders from fraud and us from chargebacks. Please excuse us for any inconvenience caused by our order verification system. Normally, this process is usually completed within a few minutes, however, please allow up to 12 hours to hear back from us.

24 hours have passed, yet still I haven't received my registration code. What's the problem?

The delay could mean that our emails are being blocked by your spam filter. Please use the License key request form to report this problem to us. Make sure to mention the order reference number and supply us with an alternate email address. We will be happy to re-issue you another email.

It might not be just your email client that is filtering, others might be doing it in the background as well. Your email server may be overzealous with attachments, and does not let it through to your email client on your desktop computer. Also, quite frequently the problem is with misconfigured SPAM filters, whenever they detect words like "purchase" or "order" in the message subject, they block it.

If it is not in your spam box (99% of the time this is the issue), then doublecheck the email address you entered. It doesn't happen often, but some people wrongly type in their email addresses. Also another issue we have had is that the email gets bounced back for whatever reason.

If you use spam filtering software, please remember to add "@heaventools.com" to your list of acceptable email senders.

I lost my key. How do I recover it?

Our Customer Support service will be happy to assist you. Please use the License key request form to recover your key and have it resent to you.

I'm concerned about buying a product that will need to be upgraded shortly after purchasing. Will I have to pay again to upgrade to the next version?

No, you won't. As a registered customer, you will be entitled to free updates during 12 months from the date of purchase. It means that we won't charge you just for the version number change. See Renewal Policy for greater details.

I don't have a credit card. Is there an alternative payment method for the product?

We accept all major credit cards, bank transfers, PayPal, along with a few alternative payment options. Please start your ordering process by clicking the Buy Now button at the Order Page, fill out the online order form, select a desired method from "Method of Payment", click "Next" and follow the instructions on the next screen.

Who should I contact with questions about my order, payment, or delivery?

Our Customer Support service will be happy to assist you. To contact us immediately, please use the Customer Suport Contact Form.

To report a delay in delivery, please use the License key request form.

Do you offer bulk discounts or site licenses?

Yes. Discounts for up to three licenses are displayed on our product purchase page. For larger orders, please contact Sales with details of your requirements and we'll inform you of the discount schemes that we can offer you.

I work at the University. Do you have any price discount for academic institutions for your products?

Please contact Customer Support to get your $30 off coupon code. Note that we reserve the right to request a written proof of eligibility of educational status at any time.

Do you have a reseller in my country?

We have several reseller partners who offer a wide range of payment methods, including local bank transfers. Check HERE for more information.


        Have other questions? Contact us and we’ll be happy to help.