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Order Information

What is my order status?
You can view your order status by looking up your order.
What is the Extended Download Service (EDS)?
EDS essentially allows you to download your purchase again for up to three (3) years, in the event your computer crashes or the downloaded file becomes damaged or corrupt. It can be thought of as an insurance policy in case anything goes wrong with your computer or the downloaded product. When you have downloadable items in your order, you will see a link to add EDS to your order on the shopping cart page or the checkout page. Upon payment of the specified fee, Digital River, Inc. ("DR") agrees to provide you (the "End User") a service that enables the End User to make multiple downloads of digital computer software products (a "Product" or "Products") purchased in a single order (an "Order") and downloaded from this Web site (the "Site") for a period of three (3) years after the date the End User purchases the Product (the "Service"). Click here for full details about EDS.

To purchase EDS for download products in a completed order, you must look up your order and complete an additional purchase.

What is a BackUp DVD?
A BackUp DVD is an additional service we offer for downloaded products. BackUp DVD allows you to purchase a physical version of your downloaded software and is purchased from within the shopping cart. You can only purchase a BackUp DVD for a download product you purchase. BackUp DVD cannot be purchased as a stand-alone product.

If you want to purchase a BackUp DVD for the downloaded products in a completed order, you must look up your order and complete an additional purchase.

Does my billing address have to match the address on file with my credit card?
Yes. For credit card verification you must enter your billing address exactly as it appears on your credit card statement.
Why is my credit card being rejected?
There are many possible reasons for a credit card not being accepted:
  • The card is expired.
  • You have reached or exceeded your credit limit.
  • You have exceeded your daily charge limit.
  • A computer at either end of the transaction is having technical problems.
  • You may have entered your credit card information incorrectly. Please check and try again.

If you have problems submitting your credit card payment you can contact Customer Service for help. When you contact Customer Service you may be asked for any error message numbers you received, as well as the reference number seen in the shopping cart.

When will my credit card be charged?
For purchases of downloaded products, your credit card will be charged the day after your order is placed.

For purchases of physical products, you won't be billed until your product is shipped. This includes any preordered or backordered products. If your items are shipped separately you will be billed each time a product is shipped.

How will the charge show up on my credit card?
The charge for your order will appear on your credit card as: "DRI*OFFICEMAC"
Do I have to pay sales tax?
Depending on the order, sales tax may be calculated and charged. Any sales tax charged will be indicated once your billing and/or shipping address have been entered during checkout.

Pursuant to the Digital VAT Directive, European customers will be charged a 15% value-added tax (VAT) on all downloaded digital products and services including software.

Tax-exempt entities can request a refund of the tax paid on an order. We will need a copy of your tax-exempt certificate and the billing or shipping address on the order must match the address on the certificate. Please include your order number or a copy of your receipt or invoice. You can fax a copy of your certificate, with order number or invoice to +1 (952) 253-8760.

How do I get a copy of my invoice?
You can print a copy of your invoice from the Order Information page.

Click here to look up your order and print a copy of your invoice.

What do I do if I forgot my password?
The account I created when I signed up for the Office for Mac 2011 Trial doesn't work when I'm trying to purchase the product. Where's my account?
You cannot purchase using the account you created to register for the Office for Mac 2011 Trial. Please create a new account to purchase from the Office for Mac Online store.
Has my order shipped?
Click here to look up your order and see the order status.
When will my backorder ship?
Although we try to maintain inventory of all products in the warehouse, occasionally an item will be backordered. Normally, the product will become available within a week. You will receive an email as soon as the product ships. Keep in mind that you will not be charged until your order has been shipped.
Can I change my shipping address?
Unfortunately, you cannot change your shipping address after you submit your order. Orders with physical shipments are immediately sent to the fulfillment agency when they are submitted and our system can no longer retrieve or change them. If your shipment is not successfully delivered it will be returned to the fulfillment warehouse and a credit will be made to your account.
How long does Backup DVD shipment take?
Shipping on all physical items will take 4-6 weeks. Please contact Microsoft Online ESD Support if it has been more than 6 weeks since your order and you have not received your product.

Download Information

Is there anything I should do before I download?
For best download performance and to protect the integrity of the downloaded file, please disable or suspend any of the following before you download:
  • Firewall – A firewall can prevent you from downloading a file.
  • Anti-Virus Programs – Anti-virus programs scan downloaded files and can stop a download. As a result, the file may not download or can become corrupted or damaged.
  • Download Monitors – Programs such as GoZilla!™ and NetZip are not compatible with our server and can stop a download.
  • Screen Saver – Screen savers have been known to interfere with a download or affect system performance during a download. We recommend you disable your screen saver before you download.

If you need more assistance disabling one of the products listed above, please contact the manufacturer's technical support.

How do I download my purchase?
You can download by either clicking the Download button on the Order Details page or by right-clicking/ctrl-clicking on the Download button and clicking Download linked file as in Safari; or Save Link As in Mozilla® Firefox®. Do not rename the download file as this can cause installation problems.

Where should I save the download file?
You can save the download file anywhere you like but you should make sure to remember that location or the name of the downloaded file. Most people find it easiest to save their download file on their Desktop.

What will happen when I download?
Once the download starts, you will see a pop-up with a status bar and a percentage that will climb to 100%.

What should I do after I download?
When the download finishes, you should go to the location where you saved the file and double-click on it to begin installation.

If you have more questions or need help with your download, please contact Microsoft Online ESD Support using the information below.

Click here to contact customer service.

How do I get my product key?
If your product requires a product key, you can usually find it in the Order Confirmation email that was sent to you when you submitted the order. If you do not have your Order Confirmation email, you can get your product key by looking up your order.
What do I do if my product key is not working?
First, make sure you have the correct product key. You can get your product key from the Order Confirmation email that was sent when the order was submitted, or by looking up your order.

If you still have problems, contact Microsoft Online ESD Support.

Is downloading the same as installing?
No. A download is a simple file transfer. An install is the unpacking and loading of the software on your computer. Most software will walk you through the install process after you download.

For assistance with the installation, use, or uninstallation of your Office for Mac 2011 software, please refer to Office for Mac 2011 online support page. Phone support is also available at http://support.microsoft.com/common/international.aspx.

What if the download stops before it completes?
If your download stops or is interrupted before it completes, simply click the Begin Download button again and the download should resume where it left off. If you need to get to the download page click here to look up your order.

The Begin Download button is located in the following locations:

  • The Thank You page that appears when you purchased the product.
  • The Quick Order Look Up link in your confirmation e-mail.
I finished downloading my purchase. Where was the file saved?
The file was saved in the default "Save As" location specified by your browser, or the location you selected in the "Save As" window that appeared when the download began. If you know the name of the download file, you can search for the file on your computer.
How can I re-download software that I have already purchased?
To download software you have already purchased, you will need to look up your order and click the Begin Download button.
I want to re-download my purchase, but the Download button is gone.
There are a couple reasons why you wouldn't see a button (where there previously was one) to download your purchase. If the order is older than 30 days and you did not purchase the Extended Download Service (EDS) for your order, then the download period has expired. Please click here to look up your order and purchase EDS for your product.

If you purchased EDS but are still unable to download, make sure the order is not more than three (3) years old. EDS downloads are limited to three (3) years after the initial product purchase.

What is the Extended Download Service (EDS)?
EDS essentially allows you to download your purchase again for up to three (3) years, in the event your computer crashes or the downloaded file becomes damaged or corrupt. It can be thought of as an insurance policy in case anything goes wrong with your computer or the downloaded product. When you have downloadable items in your order, you will see a link to add EDS to your order on the shopping cart page or the checkout page. Upon payment of the specified fee, Digital River, Inc. ("DR") agrees to provide you (the "End User") a service that enables the End User to make multiple downloads of digital computer software products (a "Product" or "Products") purchased in a single order (an "Order") and downloaded from this Web site (the "Site") for a period of three (3) years after the date the End User purchases the Product (the "Service"). Click here for full details about EDS.

To purchase EDS for download products in a completed order, you must look up your order and complete an additional purchase.

How do I get a physical version of my downloaded product?

If you want to purchase a BackUp DVD for the downloaded products in a completed order, you must look up your order and complete an additional purchase.

Privacy and Security

What is your Privacy Policy?
Click here to view the Digital River privacy policy.

Click here to view the Microsoft online privacy policy.

What is the Digital River Secure & Virus Free Guarantee?
We guarantee your shopping safety. You can shop with confidence knowing that you are totally protected when you order through any Digital River network member.

Digital River Guarantees:

  • You pay nothing if any unauthorized charges are made to your card as a result of shopping with us.
  • Every software download is 100% virus free.
  • All information that you provide while shopping is encrypted so no one can access or use personal information in an unauthorized manner.

So, you can rest assured when shopping with us because the Digital River Secure & Virus Free Guarantee provides the ultimate in shopping protection and peace of mind!

Guarantee Details:

  1. Credit Card Protection

    Under the Fair Credit Billing Act, your bank cannot hold you liable for more than $50.00 of fraudulent charges. If your bank holds you liable for any of this $50.00, Digital River will cover your entire liability, up to the full $50.00. Digital River will cover this liability only if the unauthorized use of your credit card resulted through no fault of your own from purchases made through a Digital River network member while using the Digital River secure server. In the event of unauthorized use of your credit card, you must notify your credit card provider in accordance with their reporting rules and procedures.

  2. Virus Protection

    In the unlikely event your software downloaded from a Digital River network member contains a virus, Digital River agrees to either replace the affected software or refund the purchase price plus any shipping costs associated with the affected software. Digital River's liability is limited to the replacement or refund of only the virus-infected software downloaded from a Digital River network member. Digital River will cover this liability only if the virus resulted through no fault of your own from purchases made through a Digital River network member while using the Digital River secure server. Digital River does not assume liability for any costs associated with repairing or replacing any computer components, hardware, additional software, computer files, or any other costs associated with repairing, replacing, or removing virus-infected files from your computer.

  3. Data Encryption

    Because we accept sensitive information from shoppers (name, mailing address, credit card number, and so on) Digital River uses VeriSign® Secure Socket Layer (SSL) technology to protect personal shopper information. This logic encrypts data being sent and received using high-level encryption technology. This technology assigns undetectable codes to data transmissions that only our server and shoppers can validate. This ensures that no external party can view the data.

Why do I need to set my browser to accept cookies?
The Microsoft Office for Mac Store by Digital River requires cookies to be enabled on your browser. We use cookies to track products in your shopping cart, as well as discounts and other attributes of your order. The cookie identifies your cart contents (products, discounts, etc.) or order information (billing and personal information is not saved in the cookie). Each time you make a purchase on the site, the cookie is used to speed up the checkout process and enhance your shopping experience.
Are cookies a security risk?
No. The Microsoft Office for Mac Store by Digital River encrypts all cookies. Also, the cookie contains no personal information, just a unique identifier for our system to recognize your browser.
How do I set up my browser to accept cookies?
If you are using Mozilla® Firefox® 2.0 or higher, on the Tools menu, click Options. Click the Privacy tab and select Accept cookies from sites.

If you are using Safari® 3.1.2 or higher, on the Edit menu, click Preferences. Then click the Security menu option. At the Accept Cookies section, select the radial button for Always. Then click the Close button in the upper right hand corner of the window.

Returns and Cancellations

What is your refund policy?
The Microsoft Office for Mac Store by Digital River offers a 30-day money back guarantee.
My upgrade is not working, what should I do?
Office for Mac requires a qualifying previous version to be installed in order for the upgrade to be valid. Please note only earlier versions (pre-Office 2011) are eligible for upgrade, and the Home and Student Edition is not eligible. If you purchased an upgrade, but the installation is failing due to lack of a qualifying version, you should request a refund and purchase the full (non-upgrade) version.
How do I request a refund?
To request a refund for digital products, you must look up your order and then use the request a refund option to submit your request.

Physical products are not refundable.

How do I cancel my order?

You can submit a request to cancel your order on the same day the order was placed (unless your product is on backorder). Please note that your request may not be able to be approved because your order has already been shipped. Click here to submit a request to cancel your order.

If your order cannot be cancelled, you will get an email notification when the order is shipped. You can also look up your order to view the order status.

When will my credit appear on my credit card?
Your refund credit will appear on your card 5 - 7 business days after we receive your completed ELOD (electronic letter of destruction) or LOD (letter of destruction).

Product And Product Activation

How do I get additional product and activation information?

For product information and product activation information please click here

Additional Questions

Who operates the Microsoft Office for Mac Store?
The Microsoft Office for Mac Online Store is operated on behalf of Microsoft by Digital River Inc.
I’ve noticed that other resellers are offering Office for Mac 2011 at a lower price? Why are the prices different?
Microsoft has established an “Estimated Retail Price” for its Office for Mac products. The Microsoft Office for Mac Store sells products at this price level. Other resellers are free to, and frequently do, offer discounts. You are free to shop around and choose the best value for your needs.

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