Support FAQ: Read Me Before Submitting A Ticket!

Thank you for visiting our help desk!

Please read the guidelines below. They will help us provide the best possible support experience for you:

GENERAL SUPPORT INFO:

Business Hours: Monday to Friday: 0900 to 1700 EST (9:00 AM to 5:00 PM EASTERN) 

* Limited support is available on weekends

* Support requests received during all major US holidays will be answered the next business day

Tickets are handled in the order in which they are received.

HELP REQUESTS:

Sometimes you may have a question regarding a product, or need some direction. Please be sure to provide us with as much detail on your problem as you possibly can. 

Statements such as "It doesn't work" or "My site is broken" won't help us resolve your issue, and will delay a proper resolution.

Ask yourself:

• What is the desired outcome, and how does that differ from what you are experiencing? 
• In the case of software, can you replicate the issue across different websites or computers?
• What part of the product/software specifically doesn't work?
• What have you tried to resolve the issue?

It sometimes helps to provide screenshots, video, or (in the case of WordPress) admin access to your website. If you think it will help, include links to images, video, or provide login credentials in your support ticket. 

REFUNDS:

Refunds are guaranteed for up to 60 days for most transactions, unless otherwise indicated. You are responsible for knowing the terms of the products you purchase. These terms are clearly listed at the bottom of the secure checkout page at point-of-sale. Please do not submit refund requests for products or services that have a Zero Day refund policy.

In order to ensure a fast response for refund requests; please provide the following information:

• PayPal Email Address 
• Transaction IDs for each transaction you'd like refunded

Please DO NOT open more than one ticket for your refund request.

If you have multiple products you'd like refunded, please list the transaction IDs for each product in one single ticket. Opening multiple tickets in rapid succession will delay our response, and could get your ticket marked as spam by our spam filter. 

Generally, the response time is 1 to 3 business days during normal support volume. Please be advised that refund requests can take up to 7 days to completely process. 

You may, at times, be offered products or services as part of an optional exchange program. This program is for your benefit, so please consider it carefully when submitting a refund request. 

DISPUTES AND DELAYED RESPONSES:

There may be times where you believe we are ignoring your help ticket. We do our best to ensure no tickets are ignored or fall through the cracks. Yet, sometimes it can happen for a variety of reasons, primarily because your ticket got caught in the spam filter. 

Before you open a dispute, please open one new ticket indicating your issue and indicate your desire to dispute, and allow us 2 days to investigate the issue, and propose a solution. This will give us a chance to take corrective action prior to the dispute locking the transaction in PayPal. When a dispute is opened in PayPal, the original transaction is locked, and this can delay processing of your refund for up to 14 business days. 

We prefer to handle all issues directly so please use this help desk to communicate with us. DO NOT use the PayPal dispute resolution center to communicate with us. 

SHARING PRODUCT ACCESS:

Please be advised that sharing of your product or delivery access with others is considered theft of services. Our system can detect this sharing, and if caught; you will be blacklisted, and forfeit the right to any and all refunds. 

FEEDBACK:

Providing feedback on your experience with our help desk and our products will greatly improve your overall experience. Please provide us with any amount of constructive criticism, praise, product ideas, and/or suggestions on how we can improve the quality of support or our products. 

If you are frustrated for any reason, please DO NOT use vulgarity, make threats, or insult our support staff. Our spam filter will detect this, and mark your ticket as spam. Egregious or gratuitous violations will result in your IP being banned from the support desk.

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Thank you for business, and we appreciate you working with us to provide the best customer experience possible. 

Best Regards,

The White Wave Support Team