Frequently Asked Questions
Please take a look at the sections below to find the answers you’re looking for. If you can’t find what you’re looking for or have additional questions, please don’t hesitate to contact us. We’re always here to help!
Last updated: May 2023
1. General questions
What forms of payment do you accept?
We want you to be completely satisfied with your purchase experience, so we accept ShopPay, Visa, Mastercard, American Express, Discover, Apple Pay, Google Pay and PayPal.
How do I track my order?
No tracking is required! Our products are immediately available for download after your purchase, from the order page or the e-mail you receive.
Can I cancel or modify my order?
We try to process orders as quickly as possible, but if you need to modify or cancel your order, please contact our customer service team as soon as possible. We'll do our best to accommodate your request.
How can I contact you?
If you have any questions or comments, please contact us at support@sanrico.com. We'll be happy to help!
2. product questions
How can I access my digital product order?
Once your payment is processed at checkout you’ll receive a confirmation email as well as an additional digital download email. The digital download email will contain a link you can use to download the digital product you’ve ordered.
Is there a limit to the number of times I can download the digital product?
No, currently there is no limit to the number of times you can download the digital product using the link provided. Please keep in mind distribution or resale of digital products violates our terms and conditions and can lead to legal action.
What should I do if I didn’t receive a confirmation email and/or digital download email?
First, please allow five minutes for the email to arrive and check your email spam box for the emails. If you still can’t find them, please contact support@sanrico.com and confirm the name and email that should be associated with the order.
I’m having trouble downloading or opening my digital product
Typically, issues accessing files can be caused by the following reasons:
- If nothing happens when you click the download link, it’s possible that there’s an issue with your web browser. Please disable any non-standard add-ons or toolbars that you’ve installed and try again.
- If your computer states that the file has been corrupted, delete the file and try downloading it again.
If you continue to have trouble, please contact support@sanrico.com for assistance.
3. Payment Questions
What payment methods do you accept?
We accept ShopPay, Visa, Mastercard, American Express, Discover, Apple Pay, Google Pay and PayPal.
Is my payment information secure?
Yes, we take the security of our customers' payment information seriously. All transactions are processed securely and we use industry-standard encryption technology to protect your information.
4. Warranty
Can I cancel or get a refund for my digital product order?
Digital product orders cannot be canceled or refunded once payment has been processed. For customers located in the UK/EU digital product orders cannot be canceled or refunded once the download has begun. Please see our Terms of Service for more information.
Do I have to pay for future updates?
Absolutely not. You get lifetime updates for your product, free of charge!
5. Contact Questions
How can I contact customer service?
You can reach our customer service team by emailing support@sanrico.com.
What are your business hours?
Our business hours are Monday through Friday from 9:00am to 5:00pm EST.
How can I provide feedback?
We welcome and value your feedback! You can leave us a message through our contact page on our website, or email us at support@sanrico.com.