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FAQ | ITFactory.ca JavaScript seems to be disabled in your browser. You must have JavaScript enabled in your browser to utilize the functionality of this website. Menu SearchWorthCart You have no items in your shopping cart. Search: Search FAQ'sWorthWishlist Log In 1-888-313-1124  |  FREE Shipping over $99 ITFactory.ca Menu Software Antivirus & Internet Security Don't leave your device unprotected.. We've got unconfined Brands like Kaspersky, Norton, ESET & more! 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Start Browsing FeaturedWaresOur featured wares include everything from tech product reviews and new product launches, to industry news and holiday silliness. See all features Infographics Get helpful tips in an easy to read infographic! Show me infographics Tips & Tricks Our Tips & Tricks section includes helpful ownership guides as well as informative wares to help you solve all your tech (and non-tech) related problems. Show me tips Get $10 OFF itfactory.ca   » FAQ FAQ Orders Shipping ReturnsWorthGeneral Information Terminology FAQ Orders How do I place an order? I placed an order, did you receive it? Can I order by phone? Why do I have to verify my order? Why was my order cancelled? How do I cancel/change my order? Where do I use my coupon code? Why won't my coupon lawmaking work? Can I wield multiple coupons at the same time? How do I use my souvenir card? How do I see my order status? Why is my order on hold? Shipping How do I get self-ruling shipping for my order over $99 How do I obtain the unscientific stage of wordage of my order? How much will my shipping fees be? Where can I get my tracking number? How much is it to ship an order to the United States/International? Returns I received the wrong product, what should I do? How do I return a product? When will I get reimbursed?WorthHow do I reset the password to my account? Why should I create an account? What is 'ITFactory VIP' What if I lost my ProductVivificationKey? General Information Do you provide technical support? I'm having trouble installing the software I purchased at ITFactory.ca, what should I do? Will this software work outside North America? What if I can't find the product I am looking for? Do you have a physical store for pickup? Do you offer price match What are the discounts for zillion orders? I'm a reseller, do you offer volume discounts? Terminology Delivered Electronically vs. Physical Shipment Retail Product KeyVellumLicense OEM Refurbished Orders How do I place an order? Navigate to the product page for the item you wish to purchase. Click the 'add to cart' sawed-off on the right hand side of the page. Proceed to checkout and follow the steps indicated. If overly you are having trouble completing your purchase, requite us a undeniability 1-888-313-1124. I placed an order, did you receive it? "Once your order has been received, you will get a confirmation email in your inbox with the subject "ITFactory.ca: New Order # 1000XXXXX", at this point your order has been received. If we need any spare information, one of ourConsumerService Agents will contact you. Can I order by phone? Definitely! You can requite us a undeniability at 1-888-313-1124 and place your order over the phone with one of ourConsumerService Agents. They are misogynist Monday to Friday, 9:30am to 5:30pm EST. Why do I have to verify my order? One of the ways that we prevent online fraud and protect you from anyone using your credit vellum versus your knowledge, is by performing an spare verification. This is required on some new or large orders. During this process we may ask you to provide us with an unorganized email write from a secure domain, or we may contact you directly by phone. If your order cannot be verified within 3 merchantry days, it will automatically be cancelled and your payment refunded. Why was my order cancelled? Please note that ITFactory.ca reserves the right to cancel any order due to stock availability or information errors. In the specimen where we must verify your order, we will struggle to contact you either by phone or by email. If we do not get a response within 3 merchantry days, your order will automatically be cancelled and your payment refunded. How do I cancel/change my order? For Software Delivered Electronically: If we have not yet emailed you the Product Key, you may contact us immediately to cancel or transpiration your order. If we have once sent you the Product Key, please see our Return Policy. For all Shippable Products: If you wish to cancel or transpiration your order that has not yet been shipped, please contact us immediately. If your order has once shipped, please see our Return Policy. Where do I use my coupon code? If you are using a coupon code, simply add the product to your cart and then click 'Proceed to Checkout'. Enter your coupon lawmaking in the towardly box and click 'Apply Coupon'. You should see the coupon stuff unromantic to the subtotal of your cart. Why won't my coupon lawmaking work? If you do not see the unbelieve stuff unromantic for a valid coupon code, send us an email at sales@itfactory.ca. and requite us the details of the lawmaking you are trying to use and where you got the lawmaking and we will be worldly-wise to furthur squire you. Can I wield multiple coupons at the same time? Most of our promotional coupon codes cannot be combined with other offers. If there is an exception to this rule, it will be mentioned in the details of the offer. How do I use my souvenir card? If you are using aSouvenirCard, simply add the product to your cart and then click 'Proceed to Checkout'. Enter yourSouvenirCardLawmakingin the towardly box and click 'AddSouvenirCard'. How do I see my order status? You can see the status of any of your orders by logging in to your account. If you do not have an worth you can requite us a undeniability and we will be worldly-wise to update you on the status of your order. Why is my order on hold? There are a couple of reasons that your order status may be "On Hold" including out of stock product and problems with the shipping write or payment information. Please trammels your email inbox as our consumer service team will be in touch regarding your order. Why do I have to go through a verification process? We do our very weightier to make sure that no one is stuff frauded. Sometimes this will midpoint getting some spare info from you surpassing we well-constructed your order. While we understand that this can sometimes be frustrating (you want to get you your order fast too!), please withstand with us as this policy is in place to help alimony everyone secure when they shop online! Shipping How do I get self-ruling shipping for my order over $99? If the subtotal of your cart adds up to increasingly than $99 you will see the option for CANADA FREE SHIPPING during your checkout process. How do I obtain the unscientific stage of wordage of my order? You can find increasingly informaiton on ourWordageOptions page. How much will my shipping fees be? We have Flat-Rate shipping options which you can find here on ourWordageOptions page. Where can I get my tracking number? Once your order has been shipped you will receive an email with your tracking number. You can moreover login to your worth to track any of your orders, or requite us a undeniability 1-888-313-1124. How much is it to ship an order to the United States/International? You can find our Flat-rate shipping options on ourWordageOptions page. Returns I received the wrong product, what should I do? If we have shipped you the wrong product (not the product stated on your order confirmation) please contact us ASAP 1-888-313-1124. How do I return a product? For details on how to return your purchase please see our Return Information. For Software Delivered Electronically: Normally once a Product AcvtivationLawmakinghas been sent we cannot winnow returns, however, we may winnow the return if we can unearth that the vivification lawmaking has not once been zingy or registered to an worth AND we are worldly-wise to successfully use the vivification lawmaking for flipside order. If this is the specimen we will be worldly-wise to provide a full refund once we can personize the successful use of the ProductVivificationKey for the new order. For all other products: Returns on unopened software and hardware will receive a refund if returned within 30 days of receipt by customer. We do not issue refunds, returns, or exchanges on any physical item that has been opened, tampered with, or has an exposed vivification key (activation key located on the outside of the box). OEM and DSP software are final sale. We reserve the right to tuition restocking fees on any return. When will I get reimbursed? If we have confirmed your order receipt or return, we will process the refund right yonder and you can expect to see the credit reflected in your worth within 5 merchantry days.WorthHow do I reset the password to my account? On the login page you can click "Forgot Your Password" and a temporary password will be sent to your inbox. Please use this temporary password to login right yonder and transpiration your password to one of your choosing. Why should I create an account? By creating an worth you will be worldly-wise to hands trammels your order status, track your order, print your invoices and wangle other useful options to make your shopping wits as fast and efficient as possible. What is 'ITFactory VIP' An ITFactory VIP is anyone who has signed up for our email communications. By signing up as a VIP you will get wangle to sectional deals and moreover be the first to hear well-nigh news and promotions. We love our VIP's! What if I lost my ProductVivificationKey? If you purchased your software "Delivered Electronically" or as a "Download" you can find your ProductVivificationKey in your worth under 'My Downloadable Products'. General Information Do you provide technical support? While we will unchangingly do our weightier to point our customers in the right direction if they encounter any problems, we do not provide formal technical support and it is ultimately the customer's responsibilty to ensure they have the techincal knowledge required to download/intsall and use the software purchased. Some products are eligible for updates and technical support from the manufacturer, if you are uncertain whether the product you are considering is eligible, be sure to ask. I'm having trouble installing the software I purchased at ITFactory.ca, what should I do? If you are having problems installing or vitalizing your purchase please let us know either by sending an email to sales@itfactory.ca or calling us at 1-888-313-1124. Please try and include a screenshot of any error message you received as this will help us identify and resolve the problems much faster. Will this software work outside North America? This depends on the product. You can requite us a undeniability at 1-888-313-1124 for increasingly information. What if I can't find the product I am looking for?Requiteus a call! We have wangle to many products that aren't listed on our website and can help you find the weightier deal on what you are looking for. Do you have a physical store for pickup? No. We do not have a physical storefront and our throne office location is strictly a sales office. The products we sell are kept throughout our warehouse locations. Do you offer price match? Because there are so many phony websites offering suspiciously low prices, we at ITFactory.ca alimony an updated list of genuine resellers. If you have found a legitimate price difference on a real product at one of these companies, we will squint into the matter and not only match the price, but write-up it! What are the discounts for zillion orders? You can contact us well-nigh zillion orders here, or by sending an email to sales@itfactory.ca. I'm a reseller, do you offer volume discounts? Yes! You can contact us here, or by sending an email to sales@itfactory.ca. Terminology Delivered Electronically vs. Physical Shipment If you selected software "Delivered Electronically" or "Download" you will not receive a physical shipment, instead you will be worldly-wise to download and install the software online, and use the product vivification key lawmaking we send you by email to vivify the software. Alternatively if you segregate "Physical Shipment" then we will ship you the software you purchased. In this specimen you do not receive the Product ActivationLawmakingby email. Retail For software, this indicates that the product you will receive is the full retail version (either delivered electronically or shipped), and usually qualifies for tech support from the manufacturer (whether there is support and the extent of support depends on the manufacturer and the product). Product KeyVellumThis retail version of software typically does not include any media (CD, DVD or otherwise). The ProductVivificationlawmaking is printed on a "Key Card" withal with details of how to go well-nigh downloading the software online License License Packs do not include any installation discs. They are only designed for subtracting spare users/devices to an existing setup, or for use if you once have installation discs. They are wontedly used in server environments to add spare users. Certain types of license packs do not include product keycodes, as they are designed to be used on the “honor system,” granting you a license to add spare users/devices to your system. OEM OEM software is a full version of the software which will include the installation disc(s), and product keycode/serial number. 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 self-ruling technical support from the manufacturer. Help files are normally included on the disc. OEM software can be upgraded to future versions of the software. Refurbished A product can be considered "refurbished" for several reasons including but not limited to: returned items, items that used to be demo products, items that were originally leased or rented and needing or damaged items that have been repaired.Well-nighITFactory Since 2010 ITFactory.ca has been one of Canada's favorite online store for software and electronics Contact UsWell-nighUsWell-nighITFactory Contact Us Why People Love Us Privacy Policy Service Desk Get a Quote FAQ's Shipping Returns & Refunds Top Categories Office Suites Antivirus Operating Systems Dictation Devices Digital Cameras Key Features Proudly Canadian - All products ship from our warehouse in Canada Save time and money by choosing ElectronicWordagefor softwareSelf-rulingShippingon Orders Over $99 Get $10 off your first order over $100 when you signup as a VIP Copyright © 2010-2018 ITFactory.ca All Rights Reserved