Frequently Asked Questions
When does my purchase arrive?All our products are delivered in digital format to the email address provided within 12 hours of the payment being received and confirmed. For online purchases made by credit card, it is usually less than 2 business hours. If you have not received your product and registration information, please email us or call us at +1-604-730-8989 between the hours of 9AM and 5PM. Our time zone is GMT-8 Pacific Time, please take this into consideration. [ Back to top ] What terms are available for purchases?Due to the difficulty in tracking international orders, we require payment in advance. Thus, the software is delivered only once the payment is received and confirmed. [ Back to top ] Can you change some of the terms in your license?Regrettably this is not possible. A common request is to change the jurisdiction of the license from BC, Canada to elsewhere, but as we have customers from many different countries, it is simply impractical for us to research civil law from around the world. [ Back to top ] I made a purchase online (through your Kagi Store) but I did not receive an invoice/bill/receipt. How can I obtain one?Because you made your purchase through our online store Kagi, you need Kagi's invoice. You can request an invoice or bill at the time you make your purchase. If you have already completed your purchase, you can track your order and request an invoice anytime by going back to the Kagi website at: http://www.kagi.com/info and clicking on the “Order Inquiry System”. This Order Inquiry System will allow you to view details of a specific payment you made to Kagi, or to send Kagi an email requesting this information. In order to use the system, you need to know some information about your order and how you paid. If you know the Transaction ID and Credit Card or Check number, or certain other combinations of information, the system will immediately look up your order for you. Otherwise, the information provided will be sent to Kagi, and you will receive a reply by email within 4-7 days. [ Back to top ] Can you supply a pro-forma invoice/a formal quote/a W9?If you're purchasing online you can request a pro-forma invoice at the time. If you're purchasing direct, just let us know that you would like an invoice when you're purchasing, and we can email or fax one through. In regards to a W-9 form, if you end up making the payment through
our secure online store (hosted by Kagi), you can download Kagi's
W-9 form from the following link: If you are purchasing direct (via a check, money order or wire payment sent directly to PDFTron), we can, upon your request, provide you with a W8 rather than a W9, since we are not a US based company. [ Back to top ]
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