Customer Service

Shipping & Delivery

All software purchases are delivered via a download file.  Upon purchase you will receive a link via email  to download the software, plus a license key to enter once you’ve installed this software.  You should receive this email within a few minutes of placing your order.  If you do not receive the email, please check your spam folder to make sure it wasn’t placed there.  If you do not receive the email, please contact our office at 800.554.9116 and we’ll make sure you get the link and license number.

All hardware and accessories purchased will be delivered based on the following conditions:

  1. Product Availability:. If an item is listed as "In Stock," it will usually be ready to ship within 1-2 business days. Custom keytags have a longer lead time.  We’ll need to receive your art work, prepare a proof and have you approve the proof.  Once the proof is approved it takes 5 – 7 business days to complete those orders.
  2. Guest Location: Where your package is being delivered.
  3. Shipping Speed: The shipping method you selected during Checkout. You may choose Standard Shipping (3-5 business days), Premium Shipping (2 business days) or Express Shipping (1 business day).
  4. Duties:  Any accessories that are shipped outside the United States may require a duty.  This duty will need to be paid to UPS before the products will be delivered.

Privacy & Security

We may collect the following information:

  1. name
  2. contact information including email address
  3. demographic information such as postcode, preferences and interests
  4. other information relevant to customer surveys and/or offers
  5. We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:
  6. Internal record keeping.
  7. We may use the information to improve our products and services.
  8. We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided.
  9. From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may use the information to customize the website according to your interests.

We are committed to ensuring that your information is secure. In order to prevent unauthorizsed access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

For more details, please see our full privacy & security statement

Returns & Replacements

By the Book offers a 30-day money-back guarantee on all software licenses.  We encourage you to download a free trial of the software to make sure the software will work for your organization.  This trial is also good for 30 days.  If you decide to go ahead and purchase the software without trying it out first, we still want to make sure it will work for you.  If you are unhappy with the software for any reason, contact us at 800.554.9116 within 30 days of your purchase and we’ll refund the full license fee. 

Only unopened hardware and accessory items in new condition may be returned within 30 days of purchase for a full refund.  If the item has been opened in any way it may not be returned.  Custom key tags may not be returned.  If a hardware or accessory item is defective it may be exchanged within 30 days.  If the hardware item stops working after the 30 days, the manufacturer’s warranty will determine whether or not the item may be exchanged.