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Ordering FAQ

Q. I'd like to purchase your product(s). What are the possible payment methods? 
A. You can pay by major credit card, check, wire transfer, PayPal, Skrill(MoneyBookers), NetPay, Giropay, Elektronisches Lastschriftverfahren, iDEAL, Solo, POLi, Przelewy24, or by placing a Purchase Order. We recommend paying by credit card, as this is the fastest, most convenient and secure payment method.

Q. How do I place an order?  
A. First, you need to put the products you want to buy into the shopping cart. There are two ways to do this:

  • You can use the Add to Cart link on the product pages and select one of the listed product licenses. This will add the corresponding product to your shopping cart. After that, click on the Your Cart icon to go directly to the Checkout page.
  • You can go directly to the Purchase section, check the boxes next to the product(s) you want to purchase, and change the number of licenses, if necessary. This method is more convenient if you are ordering several products, or if you want to take advantage of our bundled offers. Once you've selected the product(s), click on the Checkout button.

The Checkout page displays the contents of your shopping cart and allows you to select a payment method. When you select a payment method from the drop-down list at the bottom of that page, you will see the detailed description of the selected method. In brief, if you'd like to pay by credit card, you will be taken to the secure order form, where you will be able to complete the purchase. If you prefer to pay by check, you will be given the invoice and address to send the check. Customers wishing to pay by wire transfer will be given the invoice and bank account details. Customers wishing to pay by PayPal, Skrill(MoneyBookers), or NetPay will be redirected to the corresponding site where they will be able to complete the purchase. If you'd like to place a Purchase Order (PO), you will see the detailed instructions and be able to download the product IDs, prices, etc. as a text or Excel file for easy pasting into your company's PO form. Finally, a number of country-specific payment options are also available: Giropay and Elektronisches Lastschriftverfahren for German customers, iDEAL for Dutch customers, Solo for Finnish and Swedish customers, POLi for Australian customers, and Przelewy24 for Polish customers.

Q. The ordering process doesn't work as you described. What could be the problem?  
A. There could be two problems with the ordering process. The first affects those users who have disabled JavaScript in their browser. If that's the case, you will see a warning page. If you are not inclined to enable JavaScript, please contact us, and we'll suggest a way to complete the order. The second problem affects those users who have configured their browser to discard cookies. Without cookies, you can't add products to the shopping cart or place an order through our Web site. Nevertheless, even if you are a determined cookie-hater, you can still purchase our products. Just let us know which products you'd like to buy and the preferred payment method, and we'll give you a reliable and secure way to complete the order.

Q. I've placed the order. What's next? 
A. If you paid by credit card, we will receive your order and process it. If your order is successful, you will receive a registration message and an electronic receipt from us within 24 hours. Attached to the registration message you will find the product registration key, which is a small binary file that you will need to copy to the product's application folder. This will convert your evaluation version into the full version. You will find the detailed instructions in the registration message. Make sure that your e-mail client and/or spam filter allows messages with attachments.

If you paid by PayPal or Skrill (MoneyBookers), you will receive the registration key within 24 hours.

If you choose to send us a Purchase Order, you will receive an invoice for your order with a number of payment options. The registration keys will be e-mailed within 24 hours after receipt of payment.

If you paid by check or wire transfer, you will receive the registration key as soon as we receive your check clearance or the funds are credited to our bank account.

Q. Why do I have to wait for 24 hours? Why don't you send out registration keys immediately? 
A. Because of online commerce security risks, each order is reviewed manually to protect legitimate credit card holders from fraud and us from chargebacks. Unfortunately, any automatic fraud detection system cannot detect 100% of fraudulent orders, that's why we have to check all of our orders manually. It usually only takes a few hours, but since we don't work around the clock, this can take longer. 24 hours is the maximum time. Normally, we send the registration keys much faster.

Q. Ok, 24 hours have passed, but I haven't received anything. What's the problem? 
A. Let's try to find out:

Was your online order completed successfully? If it was, you should have seen the "Order completed" confirmation page when you placed your order online. If that's the case and you haven't received the electronic receipt by e-mail, then most likely there is a problem with your e-mail box. Use the contact form to report this problem to us. Be sure to mention the order reference number (it was shown on the confirmation page). Give us an alternate e-mail address. If you didn't see the "Order completed" confirmation page when you placed the order online, your order didn't go through successfully and the failure reason should have been shown to you. Typically, this happens when you enter the wrong credit card number or billing address.

It is also possible that your online order was completed successfully and you have received the electronic receipt, but you haven't received the registration key from us. If that's the case, please follow this link for the instructions.

Q. Why do you ask for my phone number when I fill out the online order form? 
A. There are two reasons. First, we need an alternate way of contacting you if your e-mail address doesn't work, which sometimes happens because the customer mistyped it, or just because he/she uses a faulty anti-spam system that blocks legitimate e-mail. Unfortunately, the latter is very common nowadays. And second, if we have doubts about the legitimacy of the order, we may call the number that was provided to verify the order. That's all. There are no hidden reasons behind this practice. We won't sell your phone number to telemarketers. If you don't want to give us your phone number - feel free to pay by check, wire transfer, or PayPal.

Q. Why can't I use a free e-mail address such as @hotmail.com when placing my order? 
A. In fact you can, but only if you pay by check, wire transfer, or PayPal. If you'd like to pay by credit card - yes, we insist on a real, non-free, non-anonymous e-mail address. Why? Because of the online commerce security risks involved. We've been doing business on the Internet for many years, and there was a period of time when we would accept orders from any e-mail address. The sad truth is that about 90% of orders placed using free e-mail addresses were fraudulent. This was bad for us, because every chargeback costs us money, and bad for the legitimate cardholders whose credit cards were being used by wannabe hackers to purchase our products. On the other hand, virtually any bona fide customer has a real, non-free e-mail address. And, once again; no, we don't need your real e-mail address to spam you; and no, we'll never sell it to a third party; and no, we won't subscribe you to our mailing list against your will. We hate spam as much as you do.

Q. I have received my credit card statement and the amount shown for my order is different from the price listed on your Web site. Why is that? 
A. There are two possible reasons. The first one applies to American Express only. Being a New Zealand company, we're authorized to charge American Express cards in our national currency only. Therefore, the actual charge is made in New Zealand Dollars at the Bank of New Zealand currency exchange rate as of the date of payment. This fact is also mentioned in the e-mail receipt that you received. Because the Bank of New Zealand exchange rate may be different from the exchange rate being used by American Express, and because the exchange rate changes every day, the actual USD charge in your statement may be a few percent lower or higher than the product price. Typically, the difference doesn't exceed 1.5%. Unlike American Express, Visa and MasterCard don't limit the billing currency to New Zealand Dollars, so when using these cards, you will be charged by us the exact amount in the currency that you selected during the ordering process. The second reason is related to the so-called international transaction fees or foreign transaction fees. Almost every credit card charges some sort of international transaction fee on purchases overseas. Visa and MasterCard charge a 1% processing fee on international transactions, and most card-issuing banks, especially in the US, add their own fees on top of that. These fees vary from 0% to 3% and, unfortunately, are beyond our control.

Q. What is your refund policy? 
A. At TamoSoft, we want you to be happy with your purchase. That is why we encourage you to try out our products and technical support free of charge for 30 days before you make a decision regarding the purchase. By making the most of these free evaluations, you can fully test the software and make sure that it does everything you need. If you have questions while you evaluate the software, please don't hesitate to contact our support staff. Because of this free evaluation practice, we do not refund or exchange software purchases. Once we have created a key file for you and emailed it to the address specified during your order, the software is considered delivered and opened, therefore making it non-returnable. If you have any questions prior to your purchase, please contact us.

Q. Do you have a reseller in my country? 
A. Please visit the Resellers page to find out. Regardless of whether there is a reseller in your country, you can always purchase directly from us, no matter in which country you reside. We will always be able to offer a suitable method of payment and deliver the products to you.

Q. Do you offer special pricing for academic institutions, students, non-profit organizations, or government users? 
A. Yes, we do. Academic institutions and students, please follow this link. The pricing policy for Non-profit organizations, Government users, and Law Enforcement users is outlined here. All of the above applies to customers from any country.

Q. I'm a New Zealand-based corporate customer. Can I receive a GST Invoice from you? 
A. If your order was processed by TamoSoft directly, then yes, GST was collected and you can receive a GST invoice. Please e-mail us. Our NZ GST number is 87-606-430.

Q. How can I download the full version of the product? 
A. There are no separate files for the evaluation and full versions. The evaluation version becomes the full version if you have the registration key. The registration message that you have received from us provides detailed instructions on using the registration key. That said, our software is always available for downloading in the Download Area.

Q. Can I get your software on a flash drive? 
A. Yes, you can order a flash drive by checking the corresponding box in the Purchase section. However, please keep in mind that this flash drive contains exactly the same files as the ones downloadable from our Web site. Except for a very limited number of situations (e.g. when your organization requires that a hard copy must be received as a proof of purchase), there is absolutely no point in ordering a flash drive.

Q. Do I have to back up my downloaded software? Can I get another copy from you later? 
A. No, you don't have to back up the downloaded software. You can always download it from our Web site. It's advisable to back up the registration key file, but only for the sake of saving your own time in case you lose it, as you'd have to request a new one from us. We'll send you a replacement should you need it.

Q. Will you subscribe me to your mailing list once I've placed the order? 
A. During the online order process, you will see the question about mailing list subscription. We'll subscribe you to our mailing list only if you agree to this question. If you don't subscribe to our mailing list when you order, you can always do so later by visiting our Web site and using the online subscription form. Your e-mail address will not be used for other purposes, nor shared with others. Subscribing to our mailing list allows you to receive information on new products, releases, and updates. Each newsletter contains the unsubscription link in case you want to opt out. We send five to seven short newsletters per year.