We aim to assist all our customers, and in order to save time and convenience here is a list of some of the most common questions submitted to our Customer Support team.

Please check the contents before contacting our customer representatives.

Information about the order process itself, sales tax, VAT, and other order-related issues.

* My order was declined
* I am having ordering difficulties
* The download link has expired, but I need to download again
* I did not receive a confirmation email/receipt email
* I was double-charged
* I want to pay by wire transfer and need your bank information
* I am concerned that an order page is not secure
* How is Sales Tax calculated?
* How is VAT calculated?
* Can I use a Purchase Order?
* I can't use my product - who should I call?

My order was declined (top)
When the message "Credit card was declined" appears while processing an order it means that your credit card bank has declined the transaction. Usually a quick call to your credit card bank's customer service will clear this up. If problems persist, please use the Fax or Mail options to have the order processed.

I am having ordering difficulties (top)
Please complete the order by fax or phone and we will manually process your order. Alternatively, email sales@plimus.com with a brief description of the situation or give us a call at 1-866-4PLIMUS (toll free in the US and Canada) or 1-858-350-7473.

The download link has expired, and I need to download again (top)
The vendor from whom you bought your product can reactivate your download directly, or you can email us at support@plimus.com and we’ll take care of this for you. You will receive an email with your link and download instructions.

I did not receive my confirmation email/receipt email (top)
Contact the vendor from whom you made your purchase – they will be able to re-generate this email.

I was double-charged (top)
First of all, don’t panic. We are here to help you even if this may take a little time. Please double-check with your credit-card provider: sometimes they will hold more than one transaction in Pending status, especially if it took a few tries to complete the transaction. If there is, indeed, more than one transaction in Settled status, please fax your credit card statement, or other written confirmation, to us at +1-858-777-5553 and we will gladly take care of it.

I want to pay by wire transfer and need your bank information (top)
Please select "Wire" as the payment method in the order page; after clicking the "Next" button, you will be taken to a page with detailed instructions, including your order reference number and our bank details.

I am concerned that your order page is not secure (top)
Order Page(s) are hosted in a very secure environment. However, there are a number of settings your vendor may have selected that cause the ‘padlock’ graphic not to show in your browser. The most common are that either the payment page is nested in a frame (the payment process is secure, but the frameset in which it is displayed may not be); or the vendor uses non-secure graphics, which make the browser think the whole page is insecure.

Please accept our assurances that your transactions are always conducted over secure connections. If you would still prefer to complete the transaction by telephone please select phone order option on the product purchase form, and you will be given the relevant phone number to call.

How Is Sales Tax Calculated? (top)
Our relationship to your vendor is that of a reseller: we buy products from them and sell them to you. As a California-based company, therefore, we must collect CA sales tax from all customers in CA when buying a non-electronic only product.

How Is VAT Calculated?(top)
As of July 1st 2003 we collect VAT from all EU consumers who do not have a valid VAT ID for electronically delivered products. We collect this VAT and pay it directly to the relevant national authorities.

Can I Use a Purchase Order? (top)
Purchase Orders are a means of paying for products on credit (i.e. first receiving the goods and paying later). This method is usually used by larger corporations, the way it works is as follows:

* Request a Quote or Proforma Invoice from us
* Fax us your PO
* We enter your PO into our system, where it awaits vendor approval
* Once the PO is approved, the order is processed and the product delivered
* You will receive an invoice from us with instructions on how to send payment

I can't use my product - who should I call (top)
Plimus is your E-Commerce provider, and works with thousands of vendors to distribute great products around the world.  As we work exclusively on the E-Commerce element of your purchase, please contact the vendor directly for all product support.

If the information you required was not included in this page please feel free to contact our Customer Service Section.