1. Order Information

  2. Shipping Information

  3. Download Information

  4. Returns, Exchanges, and Cancellations

  5. Privacy and Security

  6. Troubleshooting

Order Information

How to order?

Once you have selected the software you want to purchase, click the "Add to cart" button on the product page. You will then be directed to a secure shopping cart where you can review the content of your order: software name, version, operating system platform, delivery method, quantity, and price. You can also add additional services and software. (Be sure to check out the options as the bottom of the cart page.) To complete the order, you must then click on the "Start Secure Checkout" button in the shopping cart. The next page will prompt you either to login to your existing account if you have previously registered, or to fill in an information form if you are a new customer. The following fields will be required for customer registration: - Name and billing address: used for billing purposes - Email: used to send you the electronic receipt and the access codes to download your game. - Password: used to login to your IMSI/Design account in the future. As soon as you have filled out the form, you can complete your purchase by selecting your preferred payment method. All payments are processed in secure mode (SSL and SET) according to the ISO 8583 standard.

What is the Extended Download Service?

Software problems are often caused by a system crash, computer virus or technical bugs. In case you didn't create a backup of your hard disk, you risk losing the software you bought and installed. To avoid such a loss, you can protect your software easily with our Extended Download Service. By purchasing the Extended Download Service, you are able to re-download your software again for up to two years from the order date. Please note that the Extended Download Service applies to all software in your order. When and how to reclaim the Extended Download Service? Please click the "Download" link that you received together with your order confirmation e-mail, enter your account data and then click submit to enter the "Download" area. You can also use the Account Login to find your previous purchase in the “My Software” section. You are now able to reclaim and re-download your software.

What is a BackUp DVD?

You can choose to order a copy of your download software on a DVD. This ensures that you always have a copy of your software at hand! Your Backup Copy on a DVD will be sent by post within 7 business days.

How do I change my billing and/or shipping information?

Use the Account Login to change your billing and/or shipping information before your order is placed. Go to http://store.imsidesign.com/account_login.html, log in, and click the “Modify my data” button at the bottom of the first page to update your personal information. Then, return to your shopping cart. You will need to back up to “2. Your Details” page and login again for the change to take place.

Please note: All corrections must be made prior to validating your order. Physical shipments are immediately sent to the fulfillment agency and our system can no longer retrieve or redirect the shipping address of an order in transit.

What payment methods can I use?

We accept Visa®, MasterCard®, American Express®, Discover®, JCB, as well as check cards and ATM cards if they are issued by one of these major credit card companies. We also accept PayPal®. Our servers encrypt all information submitted to them, so you can be confident that your credit card information will be kept safe and secure. If you would like to pay by check, money order, wire transfer, purchase order (PO), you will need to order by telephone. Some restrictions apply. Please contact an IMSI/Design sales representative by calling 1.800.833.8082 or 1.415.483.8000 Monday through Friday between 7am and 5pm Pacific Time.

Should I use spaces or dashes when I enter my credit card number?

No. Enter your credit card number without any spaces or special characters. It should be entered as a continuous string of numbers.

Does my billing address have to match the address on file with my credit card?

Yes. For credit card verification you must enter your billing address exactly as it appears on your credit card statement.

Why is my credit card being rejected?

There are many possible reasons for a credit card not being accepted:
  • The card is expired.
  • You have reached or exceeded your credit limit.
  • You have exceeded your daily charge limit.
  • A computer at either end of the transaction is having technical problems.
If you have problems submitting your credit card payment, Click here to send us a message. Please include any error message you received.

How is my order processed?

  • Once you place your order and your payment is approved, an order confirmation email is sent to you instantly.
  • Upon receipt of the confirmation email, you may proceed to download your software immediately using the download access link provided in the email.
  • Once you have downloaded the software, you will be able to install it and activate it using the serial number and activation key included in your confirmation mail.

When will my credit card be charged?

Your credit card will be charged the day your order is placed.

What is my order status?

If for some reason your download was not immediately released, or if you placed a physical order and are looking for tracking information, you can view your order status through our online Account Login. Once you’ve logged in, click the “My Software” button on the left to see your order.

How will the charge show up on my credit card?

The charge for your order will appear on your credit card as: "IMSI/Nexway"

Can I order without a credit card?

Yes. In addition to credit cards we accept PayPal for online orders. If you would like to pay by check, money order, wire transfer, purchase order (PO), you will need to order by telephone. Some restrictions apply. Please contact an IMSI/Design sales representative by calling 1.800.833.8082 or 1.415.483.8000 Monday through Friday between 7am and 5pm Pacific Time.

Do I have to pay sales tax?

Depending on the order, sales tax may be calculated and charged. Any sales tax charged will be indicated once your billing and/or shipping address have been entered during checkout. Sales tax is collected on United States orders placed by customers located in states where IMSI/Design’s eCommerce partner Nexway, Inc. has a tax presence. In some states, sales tax might or might not be collected depending on the contents of the customer’s shopping cart. For U.S. orders placed by customers in states where Nexway, Inc. does not have tax nexus, no sales tax is collected.

How do I get a copy of my invoice?

A copy of your invoice will be emailed to you. You can also print a copy of your invoice through our online Account Login from the My Software page.

Shipping Information

Has my order shipped?

Use the to check the status of your order.

Do you ship to my country?

We ship to all countries except those with trade sanctions in place with the United States. You may find that there are some restrictions of shipping certain products to select countries. This is due to IMSI/Design’s partner relationships. In this case, you will need to contact your local authorized IMSI/Design representative.

I live outside the US. Do I have to pay customs fees?

If you live outside the United States, custom and tariff fees may apply according to your country's import laws. These fees are not collected by this company, and this company does not have control of these fees.

When will my backorder ship?

Although we try to maintain inventory of all products in the warehouse, occasionally an item will be backordered. Normally, the product will become available within a week. Use the Account Login to check the status of your order. Tracking information will appear once the order has shipped, and you can then track the progress of the order through the carrier’s website. You will also receive an email as soon as the product ships.

Can I change my shipping address?

Unfortunately, you cannot change your shipping address after you submit your order. Orders with physical shipments are immediately sent to the fulfillment agency when they are submitted and our system can no longer retrieve or change them.

Can I change my shipping method?

Unfortunately, you cannot change your shipping method after you submit your order. Orders with physical shipments are immediately sent to the fulfillment agency when they are submitted and our system can no longer retrieve or change them.

Download Information

How do I download my purchase?

You can download by either clicking the Download button in your email order or directly in your customer account Account Login. In your account, enter your credentials in order to log in, and then click on “Software” where you will find the list of all your orders. By clicking on the Download button you will be able to download your purchase. It will ask you to Save Target As in Microsoft® Internet® Explorer® or Save Link As in Mozilla® Firefox® and Google® Chrome®. Do not rename the download file as this can cause installation problems.

Where should I save the download file?

You can save the download file anywhere you like but you should make sure to remember that location or the name of the downloaded file. Most people find it easiest to save their download file on their Desktop.

What will happen when I download?

Once the download starts, you will see a pop-up with a status bar and a percentage that will climb to 100%.

What should I do after I download?

When the download finishes, you should go to the location where you saved the file and double-click on it to begin installation.

What if the download stops before it completes?

If your download stops or is interrupted before it completes, simply click the Begin Download button again and the download should resume where it left off. If you need to get to the download page by clicking on Account Login then “Software” to look up your order.

I finished downloading my purchase. Where was the file saved?

The file was saved in the default "Save As" location specified by your browser, or the location you selected in the "Save As" window that appeared when the download began. If you know the name of the download file, you can search for the file on your computer.

How can I re-download software that I have already purchased?

You can re-download your software by clicking on Account Login then “Software” to look up your order. Click then on the Download button corresponding to your order.

What is the Extended Download Service?

Software problems are often caused by a system crash, computer virus or technical bugs. In case you didn't create a backup of your hard disk, you risk losing the software you bought and installed. To avoid such a loss, you can protect your software easily with our Extended Download Service. By purchasing the Extended Download Service, you are able to re-download your software again for up to two years from the order date. Please note that the Extended Download Service applies to all software in your order. When and how to reclaim the Extended Download Service? Please click the "Download" link that you received together with your order confirmation e-mail, enter your account data and then click submit to enter the "Download" area. You can also use the Account Login to find your previous purchase in the “My Software” section. You are now able to reclaim and re-download your software.

How do I get a physical version of my downloaded product?

Unfortunately, we cannot exchange a downloaded product for a physical version of the same product. To obtain a physical product you must place a new order for the physical product. If you want to purchase a BackUp for the downloaded products in a completed order, you must look up your order and complete an additional purchase.

How do I get my serial number or unlock code?

If your product requires a serial number or unlock code, you can usually find it in the Order Confirmation email that was sent to you when you submitted the order. If you do not have your Order Confirmation email, you can use the Account Login to look up your order and get your serial number or unlock code.

What do I do if my serial number or unlock code is not working?

First, make sure you have the correct serial number or unlock code. You can get your serial number or unlock code from the Order Confirmation email that was sent when the order was submitted, or use the Account Login to look up your order. Second, please note that serial numbers, registration numbers, unlock codes, and passwords are case-sensitive. Make sure you are entering your code in the right case. If you still have problems, contact IMSI Support.

Returns, Exchanges, and Cancellations

What is your refund policy?

The IMSI/Design, LLC. store by Nexway, Inc offers a 30-day money back guarantee for all software. Shipping charges for physical orders are not included. For more information about our return policy, please consult the complete Terms and Conditions.

How to do I exchange defective media?

If you receive a product from IMSI/Design whose media will not load or launch the application or otherwise appears to be defective, please contact IMSI/Design directly by telephone at 1.800.833.8082 or 1.415.483.8000 Monday through Friday between 8am and 5pm Pacific Time for assistance. Please have your order confirmation number or a copy of your receipt on hand when you call. You can also email customersupport@imsidesign.com with your product name, version, and any other information that might help our support staff diagnose the problem, and we will respond during business hours.

How do I request a refund?

In order to request a refund, please contact us here: Click here to contact us

How do I cancel my order?

You can submit a request to cancel your order on the same day the order was placed. Please note that your request may not be able to be approved because your order has already been shipped. Click here to submit a request to cancel your order.

When will my credit appear on my credit card?

Your refund credit will appear on your card 5 - 7 business days after we receive your completed letter of destruction (ELOD or LOD).

Privacy and Security

What is your privacy policy?

Our servers encrypt all information submitted to them, so you can be confident that your information will be kept safe and secure. View our complete privacy policy.

Is the software sold here legally?

Products purchased and downloaded from this store are guaranteed to be 100% legal and the latest versions. Our download platform is secure and provides you with a safe and reliable digital download experience.

Can I be sure the software is virus free?

All the products sold on this store were tested and scanned. We guarantee that our products are 100% free of viruses and spyware.

Troubleshooting

Why do I need to set my browser to accept cookies?

Our commerce system is cookie dependent. We use cookies to track products in your shopping cart, as well as discounts and other attributes of your order. The cookie identifies your cart contents (products, discounts, etc.) or order information (billing and personal information is not saved in the cookie). Each time you make a purchase on the site, the cookie is used to speed up the checkout process and enhance your shopping experience.

Are cookies a security risk?

No. Our commerce system encrypts all cookies. Also, the cookie contains no personal information, just a unique identifier for our system to recognize your browser.

How do I set up my browser to accept cookies?

If you're using Microsoft® Internet® Explorer® 6.0 or higher, on the Tools menu, click Internet Options. Then, in the Internet Options window, click the Privacy tab. The default setting is Medium, which allows you to accept cookies. You can move the slider to change the security setting if it is not set to Medium. If the setting is Custom click the Advanced button and make sure both first-party and third-party cookies are set to be accepted. If you're using Microsoft® Internet® Explorer® 5.x, on the Tools menu, click Internet Options. Click the Security tab. Select the Internetzone and click Custom Level. Scroll to the Cookies options and select Enable. If you're using Mozilla® Firefox® 2.0 or higher, on the Tools menu, click Options. Click the Privacy tab and select Accept cookies from sites.

More Questions?

Our friendly support team is here to help! Please feel free to contact us if you need assistance with your online order. Click here to contact us

Software asks for activation every time I launch?

If activation is required every time you launch the software, then there may be a problem with registry virtualization. To get around this launch our software by right clicking the desktop icon then choosing run as administrator from the local menu that pops up. You will be required to activate one final time.