-Please review the following list of Frequently Asked Questions before contacting our office. If your question is not answered below, please email or call us at 797-7313.

• How long does it take to process my order?
• Can I pay for my purchase with something besides a P-Card?
• Why are the MEDIA (install CD/DVD) and LICENSE listed as separate items in the store? And, do I need to purchase both?
• Why have I not received my CDs yet from my order?
• Can I purchase at these great prices for home use?
• Why do some of the less common Adobe install CDs and documentation take 2-3 weeks to get here?
• When I try to install the product, it is asking for a code. Where do I find that?
• I have lost/damaged/scratched/run over with my chair my CD. Can I get another one?
• Whose responsibility is it to keep records of software installed?

-How long does it take to process my order?
As soon as your pcard is charged and your receipt is displayed, you are legal to use the license. At that point, the install code (or product key) is generated and displayed on the receipt. If you ordered Media (or install CDs), the media is generally ready to be picked up within 3 days. Often, the CDs are ready much quicker than 3 days, but we ask that wait for 3 business days before calling to inquire about your order. You will be sent an email telling you when your CDs are ready to be picked up.

-Can I pay for my purchase with something besides a P-Card?
No. Our system only accepts P-Cards. The major reason for this decision is to prove to the software vendors that the purchases of software and the burning of their master CD's and DVD's are for University computers. If this purchase needs to be made from an account that does not have a P-Card, you may make the purchase with someone else's P-Card and do an internal journal transfer to make the funds come from the correct account.

-Why are the MEDIA (install CD/DVD) and LICENSE listed as separate items in the store? And, do I need to purchase both?
The majority of our orders are bulk purchases. For this reason, we separate the Media (or install CD/DVDs) from the licenses in our on-line store so the bulk orders do not end up with a bunch of extra disks. You must order a license for each machine that you need to install the software on (this is the amount that is paid to the vendors for the legal right to put the software on your computer). The Media (or CDs) can be used multiple times on different machines. If you would like to order one Media (or CD) and multiple licenses, that could save you a little money and storage space. At this point, we do not have a download option for our media. If you do not have access to that media already within your office, you will need to purchase it online.

-Why have I not received my CDs yet from my order?
Many of our orders are bulk purchases. For this reason, we separate the Media (or install CDs) from the licenses in our on-line store. You must order a license for each machine that you need to install the software on. The Media (or CDs) can be used multiple times on different machines. If you would like to order one Media (or CD) and multiple licenses, that could save you a little money and storage space.

-Can I purchase at these great prices for home use?
Unless otherwise stated, all pricing and licensing information contained in this section is for university owned, departmental machines. This pricing is not available for faculty/staff or students on their own personal machines. Our Adobe contract has a clause that allows the bookstore to sell to students through our contract at substantial discounts. Our Microsoft contract allows the bookstore to sell to students/faculty/staff through our contract at substantial discounts. These are handled directly through the USU Bookstore.

-Why do some of the less common Adobe install CDs and documentation take 2-3 weeks to get here?
We try to keep a small stock of the more common Adobe products on hand. Because of upgrade releases and software turnover, we are not able to stock every Adobe product or high quantities of any of them (or we would be stuck with the excess at $25-$58 each). So, at times we will not have the Adobe install CD in stock for you and will have to order it directly from Adobe. We usually place those orders every 3-4 weeks. Depending on where we are in that cycle when you place your order with us, there may be a delay before you receive your order.

-When I try to install the product, it is asking for a code. Where do I find that?
Many of the products require that you type in a product key (sometimes called an install code or serial number) during the install to verify that you have purchased a license. If the product requires such a key, it was listed on your receipt that you printed at checkout. If you no longer have that receipt, you can log back into the system, click on “my account" (from the right menu) and then view your previous orders. From there you can re-print your receipt that contains the code. This code is not emailed to you (as it was with our previous order process) but rather automatically put on your receipt.

Note: The code is tied to the purchase of the license, not the media. Therefore, if you happen to have purchased your license and your media separately, the code will be listed on the receipt for the license, not the media.

-I have lost/damaged/scratched/run over with my chair my CD. Can I get another one?
Yes, replacement CDs can be purchased. We are required to tie every CD we sell to a license, so you will need to reference an order number in the comment field and indicate this is a replacement CD. If you are unsure of this, please contact our office and we will be able to assist you in this.

-Whose responsibility is it to keep records of software installed?
It is the individual unit's responsibility to ensure that you have a legal right to use all software installed on your machines. For further detail on this subject, please refer to our Software Management document.