Order Information

Please Enter the Following Information:

If your order status states "Order Not Shipped," your order has been successfully completed, but not yet shipped out. You may see this status if your purchase was submitted after our same day shipping cut off at 3:00PM CST, if your order was submitted over a weekend or a holiday, or if your product is currently on backorder. You will receive e-mail notification as soon as the product ships. As a reminder, your credit card will not be charged until your order has been shipped.

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The order you attempted to place is incomplete, and your credit card has not been charged. Please attempt to place your order again.

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Your order has been completed and you have selected to pay by a non-credit card method. We are currently awaiting the arrival of your funds. Your order will be completed within 8 business days of receiving your funds.

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Your order has been cancelled and no charge will occur.

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Your order has been refunded. Please allow 5-7 business days for processing.

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Protect your purchase with Extended Download Service. We will keep a back-up copy of your digital file should you need to re-download it for any reason. This service will enable you to make multiple downloads of digital computer software products purchased in a single order and downloaded from this website for a period of two (2) years after the date of purchase.

Protect your purchase with a backup disc! Get a backup disc of your downloadable software mailed directly to you on a CD. This feature is only available as an additional service to the purchase of a digital product and cannot be purchased as a stand alone product.

We accept Visa, MasterCard/EuroCard, Discover, American Express, Diner's Club, JCB, and check cards or ATM cards, so long as they are connected with one of the major credit card companies listed above.

You can safely enter your entire credit card number via our secure server, which encrypts all submitted information.

We also accept Checks, Money Orders, Wire Transfers, and PayPal. If you choose to pay by Check, Money Order, Wire Transfer, or PayPal, select the appropriate payment method on the payment page, and directions will be provided to you after you have fully submitted your order.

If you would like to complete your order with payment via a Purchase Order, please note that you will need a minimum of $500 purchase amount. To apply for a credit account, first place the items you wish to purchase into your shopping cart and click the "Pay by Purchase Order" button. Follow the on screen instructions and provide all the requested information. You will receive an e-mail with an approval decision, usually within 3-4 business days, with further details. Once your credit account has been approved, you may place the items you wish to purchase into your shopping cart, and again click the "Pay by Purchase Order" button. You will be asked to provide your credit account information to complete your purchase. Once you have established an account and credit limit, you can come back to purchase using this same information as long as your account is in good standing and you have available credit.

Please note that payment types other than credit cards will be processed as soon as they are received even if the order is backordered or preordered.

If you have purchased downloadable products, your credit card will be charged the day after your purchase has been placed.

If you have ordered physical products, we will not charge your credit card until your product(s), including backordered or preordered items, are actually shipped. If your items are shipped separately you will be billed each time an item is shipped.

If you have purchased by a method other than credit card, please be advised that your payment will be processed as soon as it is received. For check and money orders, your order will be approved 8 business days after we receive your check. For wire transfers, your order will be approved five business days after we receive your payment even if the order is backordered or preordered.

The charge will appear on your credit card as: "DR *Pinnacle eStore"

We charge applicable sales tax for orders shipped to California, Minnesota and Washington. Sales tax is automatically computed on both product(s) and shipping costs.

Pursuant to the European Union Digital VAT Directive, as of July 1, 2003, European customers will be charged VAT (Tax) on all downloadable digital products and services, including software at 15%.

We will gladly credit sales tax for government institutions. Just fax us a copy of your tax-exemption form with an address matching your order's billing or shipping address at: 952-253-8760. Please include a copy of your receipt or your order number.

To View your Invoice,
Please Enter the Following Information:

Yes, the Pinnacle eStore On-Line Store also accepts purchase orders, checks, money orders and wire transfer payment forms. Please note that payment types other than credit cards will be processed as soon as they are received even if the order is backordered or preordered.

For credit card verification, you must enter the address exactly as it appears on your credit card statement. You do not need to enter a middle name or initial.

If you ordered a physical product, the order form will ask you if you would like the product shipped to the same address as your billing address.

If you do not want the product shipped to same address as your billing address please select "No" and you will be prompted for shipping information after you hit the submit button.

If you choose to purchase a backup CD of your downloadable product, it will be mailed to the billing address you enter on your order.

No. Your card number should be entered in as a continuous string of numbers.

There are many reasons for a failed credit card transaction. Your card may have expired or reached its limit or a credit card computer, either on our end or your bank’s end, may have encountered a machine error. If you do have problems, you can contact Customer Service (click here). Please provide them any error message numbers you may have received, as well as the order number from the shopping cart.

You can start a new order simply by clicking the following link.
Start a New Order

Shortly after you place an order, you will receive an e-mail confirming that we have received your order. This e-mail will include your order confirmation number, order summary and other information that you might find helpful regarding your account and how to track your order. Once an order is shipped you will also receive a shipping confirmation email providing tracking information.

If orders are placed before 3:00pm Central Time, Monday through Friday, then your order will typically be processed and shipped the same day; this may be delayed due to stock or order volume. Orders placed after 3:00PM Central Time or on non-business days such as weekends and holidays, will typically ship on the next business day as long as the product is in stock.

Check our list below if you do not already know how to remedy the issue with spam, bulk, or junk mail folders.

ISPs
Some email providers filter messages based on content, subject line, or the sender's address and may put your email into the a bulk or junk mail folder. Please make sure @digitalriver.com is on your "approved sender" list or "whitelist" and/or in your "address book." Occasionally an ISP will institute mail controls that block your email completely without your knowledge. We often do not even receive notice of such a block. The only solution to this problem is for you to be aware what triggers your ISPs blockage and make sure they understand you want to receive our email.

Spam Blockers/Filters and Email Software
If you have recently installed a new email software or a new program to help defeat, make sure you check the settings. The "defaults" are often much more restrictive than you might wish. Please see our very general suggestions to get started.

Checking for Lost Mail

AOL Users:
Please check your "Spam" folder. If you find our email there, select the confirmation message and click "This is Not Spam." This will help future messages to get through. To avoid accidentally filtering our future messages:
1.Click Mail in the toolbar at the top of your AOL window
2.Select Block Unwanted Mail
3.Click Custom Sender List
4.Select Allow only the senders and domains listed below
5.Enter this domain @digitalriver.com
6.Click Save

Hotmail Users:
Please check your "Junk email" folder. If you find our email there, select the confirmation message and click "Not Junk." This will help future messages to get through. To avoid accidentally filtering our future messages:
1.Click Mail, then Options (next to the Help link)
2.Click Junk email Protection
3.Click Safe List
4.Enter this domain: @digitalriver.com
5.Click Add

Yahoo Users:
Please check your "Bulk Mail" folder. If you find our email there, select the confirmation message and click "Not Spam." This will help future messages to get through.

Gmail Users:
Please check your "Spam" folder. If you find our email there, select the confirmation message and click "Not Spam." This will help future messages to get through.

Outlook 2003 Users:
1.Select Actions from the top menu bar, then select Junk email followed by Junk email Options.
2.Select Safe Senders, then Add.
3.Type @digitalriver.com and click OK.
4.Type and click OK.
5.Click OK.

Still more questions? Back to Main Help Page

Yes. Pinnacle Education and Government pricing is available through all our authorized EDU/GOV resellers. Please work with your current reseller to order Pinnacle products, obtain a price quote, or contact any other EDU/GOV reseller. Click here to locate a dealer in the US or Canada.

For immediate assistance, please contact Specialty Video Supply (SVS) by phone at 1-800-323-2325 (x123) or via email dan@specialtyvideosupply.com