Question 1

CUSTOMER SERVICES POLICY

Accepted Answer

1. I returned the wrong item shipped to me. How do I get my shipping refunded?

We encourage customers to ship back such items by the cheapest way, and then to inform us as to how much the shipping was. We'll reimburse the shipping cost to the customer quickly.

2. Why isn't my shipping charge refunded?

Once we pay the shipping company, the shipping company would not refund us.

3. How do I get my replacement fast?

Sorry we no longer offer cross-shipping service.

4. Something is damaged during shipping.

Please file a Damage Report immediately. Follow step-by-step instructions there closely. You must file this report within 7 calendar days after receiving the order. We may call and use other means to verify the damage before sending a replacement.

5. What I received is different from what I ordered.

Please file an online Discrepancy Report at discrepancy Follow step-by-step instructions there closely. You must file this report within 7 calendar days after receiving the order. We may call and use other means to verify the discrepancy before sending a make-up order.

6. You may have charged my order twice.

We keep an online log sheet for all credit card charges. Our online transaction software does not allow charges to the same credit card twice. If such charges are confirmed, we would issue a credit quickly.

7. Why did you ship me a defective product?

There is just no way for us to tell if and when a product is or becomes defective without testing it. Unfortunately, we cannot test all products before shipping. It is universally agreed and understood in the Software industry that certain failure rates are expected for any and all products (like everything else in life!). When a defective product is detected, Axis SoftMedia Inc. does honor the warranty. However, Axis SoftMedia Inc. is not responsible for the loss of time, profit or any other inconveniences resulting from the defective products.

8. I called your office but no one answers.

Our business hours are 10-6 (IST), Monday-Friday. No one will be there answering phone calls outside the business hours. Our busiest day of the week is Monday. Whenever you can, please avoid calling us on Monday. Our office is also closed during most national holidays.

If you have a question, please see if you can find an answer online at our web site first. 95% of the questions asked through telephone and e-mail already have an answer at our web site. You may find the answer at our FAQs pages or do a search that's available on all of our pages.

9. I canceled my order, but it was still shipped.

Order cancellation works most of the time, but it can be difficult sometimes since the order processing process is so quick and automated. It requires human interaction, which is occasionally not that reliable. In such a situation, we suggest that the customer simply refuse the shipment. If you do refuse a shipment, please let us know when and the reason you did it. We are devising a way to make order cancellation more effective.

10. What's the status of my order?

Most orders are processed and shipped quickly. An e-mail confirmation should be sent on the same day for DHL/TNT and 1-2 days after for First Flight and Indian Post. If you don't receive any e-mail from us 4-5 days after you place an order, first check to see if you received an e-mail confirmation of your order. If you did not, that may mean that you may have entered a wrong e-mail address and the confirmation couldn't reach you. Most likely your order is on the way to you. We'll let you know the tracking number.

If you did receive an e-mail confirmation, your order may most likely have been delayed. There are several possible causes for order delays: problems with order verification, item(s) out of stock, and problems with shipping companies.

11. I sent an e-mail twice but received no reply.

E-mails will be replied only during business hours. Our normal e-mail response time is 2-48 business hours. During peak time such as Monday, response to emails may get delayed.

If you have a question, please see if you can find an answer online at our web site first. 95% of the questions asked through telephone and e-mail already have an answer at our web site. You may find the answer at our FAQs pages or do a search that's available on all of our pages.

12. How do I return a defective product for replacement?

We make such a process as painless as possible. The first step is to call our tech support at 91-22-23710244 to get some help and/or to confirm that the product is indeed defective. You may also visit our online troubleshooting pages to see if you can get the problem resolved. The second step is to file an online Return Merchandise Authorization (RMA) request at axissoftmedia.com/return/. Follow the instructions there. The third step is to ship the product back to us. Please ship only the part that's defective (Dongle OR CD/DVD). For instance, if you believe the Dongle is defective, ship only the Dongle but not the entire Box. That would save you and us shipping cost and help us keeping our prices low.
Once the product is received, we'll test it and then send you a replacement within 1-7 days after receiving the defective product. You'll receive another e-mail confirmation once the replacement is sent.

13. When can I expect my refund?

Refund or credit takes 1-7 business days to process. Keep in mind that the time a refund is issued also depends on how soon we receive the returned product and how long it takes for us to confirm and process the request.

The hold on your credit card may last longer. If you have any question, you may have your bank call us to see if we can help to make the funds available sooner.

14. Why do I have to pay shipping to return a defective product?

This is a standard policy in the Software industry where there is only 5% gross margin. With such a low margin, those who experience defective products have to share the cost. Otherwise, the cost has to be spread across board, leaving only higher prices for all.

We do pay for Indian Post Ground to ship replacement items back to customers. Customers are responsible for any shipping upgrades. To be sure, we have to pay the shipping of ALL defective products back to our vendor. In other words, whenever there is a defective product, we have to pay additional shipping twice (once to our vendor and once back to you). We would like to distribute products with the lowest return rates possible.

15. Something is missing in my order.

Carefully go through the entire box or package. Sometimes, small items are placed inside the box of another item. If indeed an item is missing, please file an online Discrepancy Report at axissoftmedia.com/discrepancy/. Follow the step-by-step instructions there closely. You must file this report within 7 calendar days after receiving the order. We may call and use other means to verify the discrepancy before sending a make-up order.

16. My package arrived one day after the estimated date, may I get my shipping refunded?

It depends on the shipping method. Indian Post does not guarantee Ground shipping. DHL/TNT & First Flight does not guarantee air shipment to residential address either. Unless it's clear that we can get the money back from the shipping company, the shipping is not refundable. Even if it's obviously the shipping company's fault, we must wait for the shipping company to give us refund before issuing the refund. It consumes our labor in filing such a claim. Shipping companies may take a long time to issue such a refund. Therefore, in reality, it is a difficult task to accomplish.

Question 2

OUR PAYMENT POLICY

Accepted Answer

1. May I use my company credit card and have the order shipped to my home?

Yes. However, it will take longer for us to verify the order. To avoid delays, please fill out the online authorization form and send it to us.

2. I recently moved. My billing address may be incorrect.

To avoid delays, please provide both the old and new addresses. Filling out the online authorization form may help the verification process.

3. May I use my credit card, but have the order shipped to my friend's house?

Yes. This is often useful if you don't have anyone receiving the package during business hours, when you have your friend building a computer for you, or when you are purchasing a gift. Please provide both the shipping and billing addresses and phone numbers. Such orders will require longer verification time. The online authorization form may be helpful.

4. How do we get net terms with your company?

Net terms are available only to government agencies (central, state, city and county), universities, colleges, other established academic accounts, and News Papers. Very rarely we offer net terms to resellers. If you are qualified, you must first fill out the account application form. The approval process may take 5-15 business days depending on how fast your bank and trade references respond to our credit check. Once approved, mail your purchase order to order@axissoftmedia.com

5. Why do I see two charges on my order?

Our online system does not allow more than one charge per order number. If you could confirm that your order was charged twice by faxing us the statement from your bank, we'll issue a credit to correct it right away. In all our years of operation, this has only happened twice.

6. Which payment methods do you accept?

We accept all major credit cards, prepays with wire-transfer, cashier's check and money order, Paypal, purchase orders from major accounts such as government agencies and universities. See our Payment Policies for more details.

7. Do you accept COD (Cash on Delivery) payments.

Sorry, but no. We no longer accept COD payments. COD payments caused too much trouble for us in the past.

8. I see a charge in my statement, but I don't remember buying anything from Axis.

If you give us your name or other information such as address, we can do a search to see if there is any order placed under your name or shipping address. Confusion often arises after other family member placed the order on your behalf. Some times people just forgot what they ordered a few weeks ago. In these situations, we'll let you know what the order is for and where it was shipped to kindly refresh your memory.

If indeed you did not authorize the purchase AND the product was shipped to an address/person unknown to you, you should contact your credit card company immediately. It's highly suggested that you cancel your credit card account immediately. We'll cooperate with your credit card company to launch any necessary investigation.

9. How do I do a wire transfer?

Wire transfer is a direct money transfer from your bank to our bank. It is often used for large orders and overseas orders to secure payment quickly. If you choose the wire-transfer option, you'll be given a dedicated number after placing the order to give us a call to get an instruction on how to proceed with the wire transfer.

How Does It Work?

(1) Add all of your items to your shopping basket to get an order total.

(2) Add this item to your shopping basket.

(3) Change the quantity for this item to the order total in a whole number. The discount amount will be taken care of automatically.

(4) Alternatively, please use wire discount coupon code in the second order page to claim the discount automatically.

Rules:

(1) You can combine this discount with other discounts.

(2) Only orders paid with wire-transfer qualify for this discount.

(3) Axis SoftMedia Inc. reserves the right to change an order total as a result of disqualifying this discount item.

(4) If a customer changes his or her mind and decides to pay the order with credit card or check instead of wire-transfer, the discount amount must be added back to the order.

(5) If you forgot to add this item or coupon code to your order, we can always deduct the discount amount after the order has been placed should you decide to wire-transfer the payment. However, we cannot give refund or credit back to orders that have already been paid with wire-transfer if the discount is missed at the first place.

(6) This discount applies to international orders.

(7) Shipping amount is not included in the discount.

(8) Axis SoftMedia Inc. reserves the right to change or cancel this program without notice.

10. Do you accept international credit cards?

Yes

11. Do you accept personal checks?

No, we no longer accept personal checks. Please make arrangement for cashier's check, money order, or other types of payment methods. Note: We do accept payments via Paypal OR CCAVENUE. You can use PayPal OR CCAVENUE to more or less make an electronic check by adding money to your Paypal OR CCAVENUE account and then sending it.

12. Do you accept purchase orders from government or universities?

Yes, we do. You may place an order online first to get the total order amount so that you can get your purchase order issued by your accounting department. Then mail your purchase order to order@axissoftmedia.com. Include an e-mail address if you want to receive shipping confirmation for your order. We'll verify the purchase order by phone calls directly to your accounting department.

13. Do you accept debit cards?

Yes, we do. Including commercial, personal, and government debit cards.

14. Do you accept company check?

Yes we do, however if you company isn't part of the Fortune 1000 then we may wait for 4-8 business days for the check to clear the bank before shipping.

15. I returned a product I bought for Rs.100, but only Rs.85 was credited to my account?

There may be several reasons for the discrepancy. First, the shipping and labor costs, if any, are not refundable. This is because the shipping charge is never refundable from our shipping companies. Second, there is a restocking fee for most items. The restocking fee is used to recover some of the losses in the product depreciation. Restocking fee is not applicable to several items that we know depreciation does not occur very much within the time frame, such as memory modules.

16. Where do I send my check for prepay?

Please mail your check to:
Axis SoftMedia Inc.
Order # xxxxx,
103-T, Vaishali "B" Wing, Seth Motishah Road, Mazgaon, Mumbai 400010,
Maharashtra, India.

Please mark your order number on the check and on the envelope to avoid any delays in processing your order.

17. When do I expect my order after I mail the check?

We'll ship your order as soon as possible after receiving your check. For cashier's check and money order it will typically shipped within 1-2 business days after receiving your check. For personal and company checks, we'll wait until the checks clear the bank before shipping, which may take 4-8 business days. Once shipped, it would be up to the shipping method and shipping company on when you'll receive the order. It's possible although rarely that your order may be delayed due to stock issues.

18. Government Buyers!

We are here serving all your URDU needs! By ordering from Axis SoftMedia Inc., you are joining hundreds of government identities including agencies, state offices, city branches, county offices and military bases that are purchasing from us on a regular basis. Click here to see a partial list of Axis SoftMedia Inc. government customers.

Axis SoftMedia Inc. is committed to Quality Products, Great Prices, and Excellent Services!

We accept government credit cards.

Yes, we do ship to APO and FPO address by EMS Indian Postal Services.
If a competitive bid is necessary for your purchase, please e-mail our government sales or mail a quote request to order@axissoftmedia.com. Our government specialists would be more than happy to help you with a competitive quote as soon as possible.

Yes, we accept purchase orders from government agencies. To authorize the purchase, you need to mail a formal P.O. with a cover letter on a government letterhead to order@axissoftmedia.com. To speed up the process, you may consider filling out an Axis SoftMedia Inc. account application form. Please include an e-mail address if you want to receive e-mail confirmation of the shipment.

You can get the exact amount of your order (plus shipping and handling) by placing an on-line order with Axis SoftMedia Inc. and present your e-mail or screen-printed order confirmation to your accounting department for the purchase order. Select "Purchase Order" as the payment method on the second order page. A new purchase order usually takes 1-3 extra days to process because of verification procedures. But orders from existing customers will receive immediate attention and be processed the same day.

19. Academic Buyers!

You are joining a long list of academic institutions, private and public, large and small, that have already purchased software from Axis SoftMedia Inc.. Click here to see a partial list of Axis SoftMedia Inc. academic customers.
Axis SoftMedia Inc. is committed to Quality Products, Great Prices, and Excellent Services.

Please note that some items on our website have special academic prices. If a competitive bid is necessary for your purchase, please e-mail our academic sales a quote request to order@axissoftmedia.com. Our academic account specialists would be more than happy to help you with a competitive quote as soon as possible.

We do take purchase orders from academic institutions. To authorize the purchase, you need to mail a formal P.O. with a cover letter on a school letterhead to order@axissoftmedia.com. To speed up the process, you may consider filling out a Axis SoftMedia Inc. account application form. Please include an e-mail address on the P.O. if you want to receive e-mail notification of your shipment.

You can get the exact amount of your order (plus shipping) by placing an order with Axis SoftMedia Inc. and present your e-mail or screen-printed order confirmation to your accounting department for the purchase order.

Axis SoftMedia Inc. is an Indian Corporation. Our GST Tax ID# is MH10-400010. Axis SoftMedia Inc. is a City of Mumbai certified minority owned small business. Axis SoftMedia Inc. is a State of Maharashtra certified vendor. Click here to visit Axis SoftMedia Inc. special page.

Non-profit organizations in India are exempt from GST. You may claim the GST exemption in the Comment Section of the second order page. Or you can place the Tax-Exemption Option into your shopping basket.

20. Corporate Buyers!

We are here serving all your Urdu needs! By ordering from Axis SoftMedia Inc., you are joining hundreds of Indian corporations who are already our customers. Click here to see a partial list of Axis SoftMedia Inc. corporate customers.

Axis SoftMedia Inc. is committed to Quality Products, Great Prices, and Excellent Services!

If a competitive bid is necessary for your purchase, please e-mail our corporate sales or mail a quote request to order@axissoftmedia.com. Our corporate specialists would be more than happy to help you with a competitive quote as soon as possible.

Axis SoftMedia Inc. accepts purchase orders as a way of payment method only for corporate companies, Bombay Stock Exchange listed companies, academic accounts, and government agencies. To authorize the purchase, you need to fill out an Axis SoftMedia Inc. account application form and mail a formal P.O. with a cover letter on a company letterhead to order@axissoftmedia.com. Please include an e-mail address on the PO if you want to receive e-mail notification of your shipment.

You can get the exact amount of your order (plus shipping) by placing an order with Axis SoftMedia Inc. and present your e-mail or screen-printed order confirmation to your accounting department for the purchase order. Select "Purchase Order" as the payment method on the second order page.

If your company has a web site and would like to make money by placing a link to Axis SoftMedia Inc. web site, please consider joining Axis SoftMedia Inc. Affiliate Program.

Question 3

PLACING YOUR FIRST ORDER

Accepted Answer

Placing an order with Axis SoftMedia Inc. is easy. There's no need to create an account first. You automatically create an account when you place your first order online. (We cannot accept orders by phone, fax, or e-mail. All orders must be placed online).

Following are the steps through which you can place the order:

Select the product:

select items from the products page.

Proceed to check out:

Take a moment to check what items you have placed. If you are sure that you want to buy it, just click on “buy now”. Click the “proceed to checkout” out. You will be taken to the first page of the order form.

Get the discount:

if you have the discount coupon.

Discount coupon:

if you are a dealer, institution, school, college, government agency, madarsa, bulk purchaser and ISO company, you can get a discount coupon. It can be used while purchasing.

Sign in:

(if you are a returning customer. Otherwise create a new account.)

Enter a shipping address:

if you have the discount coupon.

Get the discount:

Tell us where you would like to ship your order, and let us know if any of the items are to be gifts. (If so, you'll be given a chance to order gift-wrap and add a note.) If you are shipping to a post office box, please enter the words "PO BOX" before your box number to ensure that the order is delivered by the DHL/TNT OR First Flight.

Choose a shipping method: We have three shipping methods which are fast enough to reach you within 3-4 days.

1) DHL/TNT express priority can get the order at your door steps within 48 hours.
2) First Flight normal can get the order at your door steps within 4-5 days.
3) Local Delivery OR Pickup.

Provide a password and payment information:

Choose a password for your account so that when you come back to Axis SoftMedia Inc. in the future, you can use the same shipping address and method of payment you provided during this first order. You will also be able to use your password to make changes to your order and account information. Make sure you write your password down somewhere so that you remember it the next time you place an order.

Review and submit your order: Check the accuracy all of the information you provided and make any necessary adjustments. When you are ready, click the place your order button to submit your order. Once you place your order, we will send you a confirmation e-mail message. We will send you another e-mail message at the time of shipment.

Check your order status: if you like to see what is the status of your order, whether it is already dispatched, shipped or any other information, click on account and read through order status.

Question 4

WE ACCEPT ANY CURRENCY

Accepted Answer

Six types of payment methods are available:

CASH, Credit Cards Online, Prepay with Checks, Purchase Orders, Wire Transfer, & PayPal. We do not accept COD payment of any kind at this time. Purchase Orders (PO) are allowed only from government agencies, schools, and ISO companies that are authorized and verified. Axis SoftMedia Inc. does not issue net-terms to resellers.

CREDIT CARD Online:

We accept Visa, MasterCard, Discover, Diners Club, and American Express. We do NOT charge "surcharges" for credit card transactions. Please read the Privacy & Security Statement for more details on secure credit card usage on the net. Credit card payment is now authorized online in real time. You will be informed immediately if your credit card is declined. If declined, you may check the accuracy of the credit card number and expiration date, or choose a different card to try. Your order will NOT be sent unless the credit card number you entered is authorized. Once accepted, the authorization process allocates the total amount of the. We'll examine each order and make adjustments if necessary before charging your credit card. The actual amount charged can be smaller than the total amount. Currently, less than 2% of all orders are adjusted before charging.

You must provide us with a working phone number in order for us to contact you to confirm your order and in case of problems with your order.

Axis SoftMedia Inc. is very aggressive in getting law enforcement involved in cases of obvious credit card fraud. Do not try it here or ANYWHERE for that matter!

PRE-PAY with a Check:

Pre-payment with cashier's check or money order is accepted. You can place the order online, select "Prepay w/ cashier's check" as payment method, get an order number and order confirmation for the total amount of your order. Then get a cashier's check or money order from your bank for the exact amount and mail the check with a copy of the order sheet to us. We'll ship your products within 1-2 business days after the check is received. Your order will be canceled if we do not receive your payment in 10 business days. Orders via Prepay w/ cashier's check are not confirmed until payment is received. Company checks are accepted, but items will not be shipped until checks are cleared by the bank.

PURCHASE ORDER (PO):

For corporate accounts, schools, and government agencies where Purchase Orders are required, you must complete the following processes: (1) Mail (no fax is accepted for this purpose) Axis SoftMedia Inc. a letter on your letterhead to formally request us to accept your purchase orders; (2) Print or download an application form and have it filled out, signed, and faxed back to us with your credit information and trade references; wait for us to check the credit information and trade references and verify your information. Please note that an account application may take 1-2 weeks to complete. (3) Once verified and authorized order on-line and fax a formal purchase order to us.

WIRE TRANSFER:

We accept wire-transfer from anywhere. After you place your order, details about the wire-transfer process will be e-mailed to you on the second e-mail notification. If you missed that e-mail, please call our sales number that's given on the order confirmation. We'll give you details on how to do wire-transfer over the phone. You must place the order first before calling for the transfer information. The total transferred must include shipping cost. The shipping cost may be adjusted for international addresses and overweight orders. Delay in shipping your order may occur if the wire-transfer received is different from the order total amount. Wire-transfer may take 1-2 business days to confirm. It must be confirmed by our bank before shipping can take place.

PAYPAL:

We now accept Paypal payment. If you pay your Paypal account with a credit card, we would suggest using credit card directly. Paypal orders normally got delayed for one day due to extra confirmation and verification process.
Choose "Paypal from a Check Acct" as payment method on the second order page. Once the order is confirmed, you'll receive an automatic reply to give you instructions on how to pay through Paypal and our Paypal ID. Please use your order number as the reference (subject) of your Paypal payment to easy identification. Products will be shipped promptly only after the fund transfer has been confirmed by PayPal.com and the shipping address is for Paypal confirmed address. If your shipping address is different from what's registered with PayPal, your order will be delayed for order verification.

If you don't yet have a PayPal account, you may visit www.paypal.com to open an FREE account. The process of obtaining one and getting the money transferred may take 2-6 business days, which may significantly delay your order.

The products shipped remain the property of Axis SoftMedia Inc. until paid in full. Any legal expenses toward collecting bad debts are buyer's responsibility.

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