You will only receive printed documentation (manuals, support cards, etc.) and software on CD-ROM if you order and pay for the physical product in addition to the download option. If you have ordered the "download only" version of a product, you will receive online access to complete documentation. Most of the products sold at Real.com Accessories are download only.

2. I can't find the program I just downloaded. Where is it?

Each Internet browser will save the program a little bit differently. Here are the ones that we have tested:

Netscape Navigator 3.x or higher: You will receive a message telling you that you have started to download a file of type/x application. Select "Save File." The directory that the download will default to is C:\Program Files\Netscape\Navigator. This is where you will find the program, unless you indicated a different directory during the download.

Microsoft Internet Explorer 2.x, 3.x, or higher: When you start the download, Microsoft Internet Explorer will give you a pop-up window telling you the name of the file you have chosen to download. It's always a good idea to write down this file name, so you can search your computer for it if necessary. After this, a second window will pop up with options to "Open File" or "Save to Disk." If you select "Open File," the software will download and the Installer program will automatically start up when the download is complete. During installation, you'll get an opportunity to choose the directory you wish to store the program in. If you select "Save to Disk," another window will appear where you can select the appropriate directory to store the program in before it downloads.

If the program is not in the folder/directory you specified at the time of the download process, chances are that either the program did not successfully download or you specified a different directory. However, the key information to remember will always be the name of the file you downloaded (write down the file name) and the destination folder to which you saved that file.

3. Do I get a receipt? Where is my receipt saved?

Yes. All online transactions with Real.com Accessories generate an on-screen receipt for you to review before and after your credit card is charged, and an order confirmation receipt which is e-mailed to you once your order has been submitted for processing. The e-mail order confirmation receipt contains important information about your purchase which you should print out and save for future reference. You will receive a unique e-mail order confirmation for each purchase you make via Real.com Accessories.

If you do not find this e-mail order confirmation from Real.com Accessories, please check the trash file of your e-mail program. You may have mistakenly thrown the email away. If you still need a copy, please contact Customer Service.

4. I followed the steps for downloading and installing the product, but it won't run on my computer. Who do I contact for help?

If you checked the system requirements and your system is capable of running this program, contact the manufacturer's technical support line . If you believe you bought the wrong platform, or your system does not meet the minimum system requirements, see our Returns & Refund section for information on how to return your product.

5. When is my credit card actually charged?

If you order the download only version of the software, you will be charged when you submit your order.

If you order only a physical package or hard copy of the documentation and the software on CD-ROM, you will be charged when your product ships. We will attempt to ship your product the next business day.

If you order a download and a shipment, you will be charged when you submit your order.

6. I have received multiple e-mail purchase confirmation messages. What does this mean?

If you your credit card was charged more than once, please contact Customer Service. Please be prepared to provide the following information: your name, address, product purchased and all of the order numbers associated with the multiple charges. We will promptly issue a refund for any extra charges to your account.

7. I was disconnected during the download process. How do I re-access my download page without being charged again?

Following the completion of your order transaction, an e-mail was sent to you confirming your purchase. If you did not get this e-mail, either your order was not successfully completed or you entered an incorrect e-mail address on the order form. (See question 8 below if you did not get the confirmation e-mail). In the confirmation e-mail, you'll be given directions to your personal download site, which you can visit again to re-download your software in the event that you are unable to complete the download on your first attempt. This Web site will remain active for only a short time from your date of purchase, so download the software immediately.

8. I lost my original download version of the software and the download site is now closed. How can I re-download without being charged again?

Please send an e-mail message to Customer Service requesting information on how to re-download the software. Please be sure to include your name, your address, the e-mail address used at the time of purchase, and the name of the product purchased. We will send you a new personal download site upon verification of your purchase information.

9. I lost my product serial number or license file. Where can I find it?