buyer frequently asked questions:

Using Your Account

1. Forgot your Password?
2. What are Monthly Payback Rewards?
3. How do I receive my $5 birthday coupon?
4. What are your restricted and mature content policies?

Using the Online Store

1. How do I search for products?
2. How do I find products for a specific software or seller?
3. How do I find New Releases?
4. How do I find out what's on Sale?
5. Where is your Free Stuff?
6. Why is the product count lower for the image views in my search results than for the list view?
7. If there's a limited sale quantity of a product, how do I know how many are left?

1. What is Extended Download Service?
2. Do you offer a Backup CD program?

Order Information

1. What payment methods do you accept?
2. Can I order without a credit card?
3. Should I put spaces or dashes in the credit card number?
4. Why are you not accepting my credit card?
5. When will my credit card be charged?
6. How will the charge appear on my credit card?
7. Do I have to pay sales tax?
8. I live outside the US. Will I have to pay customs fees?
9. What address should I enter in the billing information screen?
10. How do I enter a shipping address?
11. I need a copy of my invoice.
12. I have not received a confirmation e-mail.

Shipping Information

1. Do you ship to my country?
2. I live outside the US. Will I have to pay customs fees?
3. Can I change my shipping address?
4. Can I change my shipment method?
5. Has my order shipped?
6. How do I get my tracking number?
7. When will my backorder ship?

Store Technical Support

1. How do I set up my browser to accept cookies?
2. Why do I need to accept cookies?
3. Are cookies a security risk?

Product Technical Support

1. I need technical support for my Smith Micro product.
2. I need technical support for my Non-Smith Micro product that I purchased on Content Paradise.
3. How do I get my serial # or unlock codes for my purchase?
4. My unlock code/serial # is not working.

Download Information

1. What if I want a shipment, but I've already ordered the download?
2. What is extended download service?
3. Is downloading the same as installing?
4. How do I download?
5. What if the download stops before it is complete?
6. I've finished downloading, where do I find it?
7. How do I re-download software that I have purchased?

Return and Cancellations

1. What is your Refund Policy?
2. How do I cancel my order?
3. How do I request a refund?
4. When will the credit appear on my credit card?

Privacy & Security

1. What is your Privacy Policy?

Special - Time Sensitive FAQ's

1. I have a coupon for $10 Off or Passport that came with my Poser 7?
2. How do I access my coupons from my old account?
3. How do I access my old purchase history?
4. What do I do with my old Gift Certificates?
5. My refund coupon for my CP Passport has been reset to single use, and it was previously divided for multiple use.

Still need help?

1. Contact Customer Service

Using Your Account

1. Forgot your Password? [Top]

   Enter your email address in the "Forgot Password" section of the sign in page to have your password sent to you.

2. What are Monthly Payback Rewards? [Top]

   By shopping at www.contentparadise.com and store.smithmicro.com, you earn $1 back for every $25 you spend each month, no minimum required! Rewards are issued on the first of each month as one coupon for the cumulative rewards on all the previous month's purchases. Coupons can be used in either online store, and are one time use and good for 3 months from issue. Available coupons will be displayed in the coupon section of the Your Account section. Start earning rewards now! The more you shop, the more you earn!

3. How do I receive my $5 birthday coupon? [Top]

   Just by registering and entering your birthday, you will automatically receive a $5 reward coupon every year! Coupons are good for 3 months from issue and good for one time use.

4. What are your restricted and mature content policies? [Top]

   The label "Mature Content" includes but is not limited to all depictions of content showing bondage gear, implied sexual acts/positions, items of a sexual nature or products merchandized in a sexual manner.
   Per the User Agreement, Content of a pornographic or obscene nature will not be accepted.

Using the Online Store

1. How do I search for products?[Top]

   Content Paradise uses a powerful keywords or "tags" system. Simply type a search term in the box to see your results. This allows sellers to tag series names, artist names, colors, individual items within a set and etc. for more exact search results. For more accurate search results, first click on the category you wish to search within, then type the keyword into the search box. To find "Clothing for V4", first click on "Clothing" and then type "V4" or "Victoria 4" in the box. We have encouraged sellers to use keywords as much as possible to allow for the varying ways that buyers may search for products. Since keywords are a new feature to the site, and Content Paradise has thousands of products, the depth of the search results will grow over time, as sellers spend more time identifying the best ways to get you what you're looking for.

2. How do I find products for specific software or a particular artist or seller? [Top]

   Just enter the software or artist name in the keyword search box. For better search results, first click on a category and search within that category for your desired term. Remember that sometimes artists will use spaces or remove spaces from names of artists or products.

3. How do I find New Releases? [Top]

   You may click the "All New Releases" link in the left navigation when buying, or see new releases for a particular category or keyword displayed in a special row in the search results Image Display.

4. How do I find out what's on Sale? [Top]

   You may click the "What's On Sale!" link in the left navigation when buying, or see all sale items for a particular category or keyword displayed in a special row in the search results Image Display.

5. Where is your Free Stuff? [Top]

   You may click the "Free Stuff" link in the left navigation.

6. Why is the product count lower for the image view in my search results than for the list view? [Top]

   In the new store design, multiple versions may be listed within a single product. (Red Fox, Blue Fox, Green Fox or 20's clothing for Males, Females or the Bundle). The image view displays only the products (Fox or 20's Clothing) and the thumbnail for that product, the list view displays all versions for each product in the list.

7. If there's a limited sale quantity of a product, how do I know how many are left? [Top]

   If a product is on sale but the quantity is limited, the quantity remaining will be noted next to the sale end date underneath the product title. As this is not a live counter, be sure to refresh your browser window to see an accurate remaining quantity.

Extended Download & Back up CDs

1. What is Extended Download Service? [Top]

   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.

2. Do you offer a Backup CD program? [Top]

   At this time, Content Paradise does not offer a backup CD service.

Order Information

1. What payment methods do you accept? [Top]

   We accept Paypal, Visa, MasterCard, American Express, 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.

2. Can I order without a credit card? [Top]

   At this time, Content Paradise accepts Paypal as an alternative to Credit Cards.

3. Should I put spaces or dashes in the Credit Card number? [Top]

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

4. Why are you not accepting my credit card? [Top]

   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. Please provide them any error message numbers you may have received, as well as the order number from the shopping cart.

5. When will my credit card be charged? [Top]

   Your credit card will be charged after your order has been submitted to Content Paradise.

6. How will the charge show up on my credit card? [Top]

   The charge will appear on your credit card as: SMITH MICRO SOFTWARE

7. Do I have to pay sales tax? [Top]

   We charge applicable sales tax for orders shipped to California, Illinois, 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: 831-761-6206. Please include a copy of your receipt or your order number.

8. I live outside the US. Do I have to pay customs fees? [Top]

   If you live outside the United States, custom and tariff fees may apply according to your countries import laws. These fees are not collected by this company, and this company does not have control of these fees.

9. What address should I enter in the billing information screen? [Top]

   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.

10. How do I enter a shipping address? [Top]

    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 have completed this information in your profile, the information will automatically be transferred to these fields. If you do not want the product shipped to same address as your billing address please enter the correct shipping information below your billing address.

11. I need a copy of my invoice [Top]

    To view your Invoice, please sign in and click "View My Order History" in the "Your Account" section of the website.

12. I have not received a confirmation e-mail. [Top]

    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 @contentparadise.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.

Shipping Information

1. Do you ship to my country? [Top]

   We ship to all countries except those with trade sanctions in place with the United States.

2. I live outside the US. Do I have to pay customs fees? [Top]

   If you live outside the United States, custom and tariff fees may apply according to your countries import laws. These fees are not collected by this company, and this company does not have control of these fees.

3. Can I change my shipping address? [Top]

   Unfortunately, you cannot change your shipping address after your order has been submitted. The order is immediately sent to the fulfillment agency and can no longer be changed by our system. If your package is not successfully delivered, it will be returned to the warehouse and a credit will be made to your account.

4. Can I change my shipment method? [Top]

   Unfortunately, you cannot change your shipment method after your order has been submitted. The order is immediately sent to the fulfillment agency and can no longer be changed by our system.

5. Has my order shipped? [Top]

   Unfortunately, at this time, Content Paradise cannot provide you with shipping status of your order. If you have not received your items within the estimated delivery times, please contact Customer Service. Please note, delivery times do not include time for your order to be processed by the warehouse prior to shipment.

   Estimated Delivery Times
   
   Shipping Method Estimated Delivery Time*
   UPS Ground 5-7 Business Days
   Economy Postal Mail 7-14 Business Days
   UPS Overnight 1-2 Business Days
   UPS 2nd Day 2 Business Days
   UPS Canadian Economy** 7-10 Business Days
   UPS International** 5-7 Business Days
   International Postal** Delivery time varies depending on the local courier. USPS ships to the country and then the package is delivered per local delivery standards. Please allow up to 21 business days for delivery.
   
   *These times are estimated delivery times based on the date the product ships. In stock orders ship out the same day if placed by 3pm CST.
   **International Shipments: Shipping charges do not include any Brokerage Fees, Customs Fees or Taxes that you may be charged.
   

6. How do I get my tracking number? [Top]

   At this time, Content Paradise cannot provide tracking numbers for orders. If you have not received your shipment in the estimate shipping times, please contact Customer Service.

7. When will my backorder ship? [Top]

   Although we try to maintain inventory of all products in the warehouse, occasionally an item will be back ordered. Normally, the product will become available in a few days.

Store Technical Support

1. How do I set up my browser to accept cookies? [Top]

   If you're using Internet Explorer, go to the View menu and select Internet Options. Within the Internet Options window, select the Advanced tab at the top right, scroll down until you see a selection titled "Cookies" and make sure the "Always accept cookies" box is checked.
   
   If you're using Netscape Navigator, go to the Options menu and select Network Preferences. Within the Network Preferences window, select the Protocols tab. There is a heading titled "Show an Alert Before" and a check box next to a selection titled "Accepting a Cookie". If this is not checked, you will automatically accept cookies without being warned by your browser.

2. Why do I need to accept cookies? [Top]

   Cookies are placed on your browser for your convenience, and the Commerce System used is cookie dependent. When you place an order, information is written onto your hard drive. The next time you place an order, the system recognizes who you are and automatically enters your information into the form.
   
   Because cookies read information on your hard drive, some think this means they give access to all the information on your computer. Our commerce system encrypts all cookies and they cannot be read by any other web page. The cookie actually contains no personal information, just a unique identifier for our system to recognize this browser.

3. Are cookies a security risk? [Top]

   No. Because cookies read information on your hard drive, some think this means they give access to all the information on your computer. Our commerce system encrypts all cookies and they cannot be read by any other web page. The cookie actually contains no personal information, just a unique identifier for our system to recognize this browser.

Product Technical Support

1. I need technical support for my Smith Micro product. [Top]

   Please visit http://my.smithmicro.com/support/ for further assistance.

2. I need technical support for my Non-Smith Micro product that I purchased on Content Paradise. [Top]

   Please refer to the Readme and documentation for the product, and contact the seller directly for assistance with your product.

3. How do I get my serial # or unlock codes? [Top]

   If your product has a serial # or unlock code, you can find this identifier in your confirmation e-mail. If you do not have your confirmation e-mail, you can also retrieve your serial number or unlock code by viewing your invoice information in your account order history.

4. My serial # or unlock code is not working? [Top]

   First, make sure you have the correct serial # or unlock code. You can retrieve your serial # or unlock code by clicking here. If it is still not working please contact our Customer Service.

Download Information

1. What if I want a shipment, but have already purchased a download? [Top]

   Unfortunately, we are unable to exchange a downloadable product for a physical product that you have already purchased. Please place a separate order for the physical product.

2. What is extended download service? [Top]

   Extended Download Service is available for purchase on the payment page when there are downloadable items present in your shopping cart. Upon payment of the specified fee, Content Paradise 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 website (the "Site") for a period of two (2) years after the date the End User purchases the Product (the "Service"). Click here for full details.

3. Is downloading the same as installing? [Top]

   No. A download is a simple file transfer. Installation is the unpacking and loading of the software. Most software walks you through this process once you've successfully downloaded the file from our site. If you need assistance with installation, please contact tech support.

4. How do I download? [Top]

   You can download by either clicking the 'begin HTTP download' button on your order information page, or by doing a download by right clicking on the 'begin HTTP download' button and choosing 'Save Target As' in IE or 'Save Link As' in Netscape.

   Where do I download the file? You can download the file anywhere you like, just make sure that you remember the location where you saved it, and the name of the file. If you choose Desktop this will be easier for you to install the product once you have completed the download.

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

   What happens after I download? After the download has completed, you will need to go to the location that you saved the file at and double click on the new icon to start the installation.

   Contact Customer Service if you require any assistance.

5. What if the download stops before it is complete? [Top]

   If your download stops or is interrupted before it is complete, simply press the begin download button again and the download should start over again. We do not support resuming downloads at this time.

6. I have finished downloading where do I find it? [Top]

   The best way to know where your download saved is to pay close attention to the "Save As" window at the beginning of the download process. Once you have clicked the download button and selected the option to save the file, you will be given the "Save As" window, which shows you exactly where your download is being saved to on your computer. If you know the filename, you can do a search on your computer for it. Do not rename the file you're downloading, it may cause installation problems.

7. How do I re-download software that I have already purchased? [Top]

   To re-download software you have already purchased, you will need to go to your order information page and re-download within 30 days of purchase, unless you have purchased extended download insurance.

Return and Cancellations

1. What is your refund policy? [Top]

   The Content Paradise Store will accept the return of either physical or electronically downloaded products purchased directly from Content Paradise within 30 days of the date of purchase. Any return/refund amount under $25 will be issued in the form of store credit. (A coupon for use against future purchases.)

2. How do I cancel my order? [Top]

   A request to cancel your order may only be submitted for orders of physical product the same day the order is placed unless your product is currently on backorder. To request your order for physical software be canceled please contact customer service. Please note, this is a request and not a guarantee. Shipments are processed as efficiently as possible and may not be able to be canceled. (Electronic/Digital Orders must be refunded, they cannot be cancelled since charges and delivery are immediate.)

3. How do I request a refund? [Top]

   To obtain a refund please contact customer service.

4. When will the credit appear on my card? [Top]

   Your refund credit will appear on your card within 48 hours of us receiving your returned merchandise.

Privacy & Security

1. What is your privacy policy? [Top]

   Click here for the privacy policy.

Special - Time Sensitive FAQ's

1. I have a coupon for $10 Off or Passport that came with my Poser 7? [Top]

   Thank you for your purchase of Poser 7. Content Paradise recently relaunched its website and apologize that your previously issued coupons are no longer valid. Please contact Customer Service to exchange your $10 coupon for $10 off your next purchase of Smith Micro products from Content Paradise. In exchange for your free 6 month Passport coupon, please request a replacement coupon that is good for the G2 Olivia Complete Figure Pack for Poser.

2. How do I access my coupons from my old account? [Top]

   Please login to your account and click on the button near the bottom of the account page, "Import Coupons" using your previous username and password.

3. How do I access my old purchase history? [Top]

   The old CP Store is now available at http://retro.contentparadise.com. You will always have access to your old account with all of your saved purchase history for orders placed prior to June 1, 2009. You just log in with your old username and password to visit your MyStuff page. We also provide a link to that site in your NEW Account - so you can pop over to visit your old purchase history whenever you need to from your new account.

4. What do I do with my old Gift Certificates? [Top]

   You may have an unused gift certificate or two in your account in the old online store. Unfortunately, they will not work in the new store, but we have several options for you to choose from to go about redeeming them. Click here to tell us how you would to take care of your Unused Gift Certificates.

5. My refund coupon for my CP Passport has been reset to single use, and it was previously divided for multiple use. [Top]

   Please contact Customer Service and they will assist you.