Frequently Asked Questions
General Pre-Sales
Is this software a legal, licensed copy?
Yes. We are an authorized education reseller for the products listed on JourneyEd.com. We specialize in the secondary and post-secondary school market, offering software at educational discounts to qualified students, faculty and schools in the USA and Canada. Once you register your software, you will be in full compliance with software copyright regulations.
Are schools and institutions eligible to purchase from JourneyEd?
All schools and academic institutions are eligible to purchase from JourneyEd. To help with the special needs of academic institutions and purchasers, JourneyEd has a dedicated team of account managers available to assist you. These representatives are experts in licensing, volume pricing and other school software related matters. Purchase orders are also accepted for additional convenience. For more information please contact us.
I am an individual customer, how many copies of a software title can I order?
Individual customers may only purchase one copy of any software title per year beginning date of purchase.
What are the advantages of software licensing?
Purchasing multiple-user licenses can be overwhelming, but JourneyEd is ready to assist you in obtaining the best arrangement for you organization. Multiple-User Licenses offer substantial discounts over the individual priced software copies while offering several advantages to your organization. These include:
- A simple, one-stop process for your organization. JourneyEd offers licensing for hundreds of titles, so we can offer competitive pricing in one easy transaction.
- Solutions that are more cost-effective than single-user products.
- Increased discounts are available with increased numbers of users. Many titles offered by JourneyEd are available in tiered or cumulative discounts, so the more you buy, the more you save!
- Reduced administration costs due to one-time purchase and installation. Many titles are also available with add-on technical support or free upgrades for a particular period of time to streamline your installation. Your organization can focus on your needs instead of being overwhelmed by your software.
- Legal compliance for your organization under a customized multi-user plan. JourneyEd provides an easy way to outfit all of your workstations with the latest versions of top software titles; and all at a reasonable price!
How can JourneyEd offer such low prices?
JourneyEd has partnered with manufacturers that recognize our commitment to providing professional software tools at prices that students and teachers can afford. This allows us to offer the best tools in the marketplace at the lowest possible price.
Will my software be fully upgradeable?
Most academic software titles are not upgradeable. A few manufacturers do offer upgrades to their commercial versions upon graduation. Please contact us if you are concerned about a specific product.
What is the difference between the products offered by JourneyEd and the commercial versions?
Nothing. Aside from the price, these products are functionally identical to the commercial versions. As a student, you are eligible to purchase one copy of each software at educational discounts. Some software titles such as AutoCAD, Pro/E,3D Studio Max and Quickbooks are functionally identical to the commercial versions but have been specially designed for educational use, making it them unsuitable for a professional production environment. Please visit the Agreement Forms section of our FAQs for specific vendor limitations and requirements.
How many times can I install my software?
Most products are single license installations for one machine. Some products have permissions to install on more than one machine. Please review the Additional Info tab on the individual product details for specific product information.
What does a software subscription mean?
Some of the software products we sell now come available in a low cost subscription format. This means the software will only function for the duration of the subscription. Once the product has been installed it will cease to work after the term of the subscription time purchased has expired. For example some AutoCAD or SolidWorks are sold as 1 or 2-year subscriptions. Additional subscriptions may be purchased for as long as you are still academically qualified.
Are manuals included with the software?
In order to reduce packaging weight and paper cost, most manufacturers no longer include printed manuals with software. Manuals and help guides are typically contained on the software disc. If you need assistance locating or obtaining a manual for your product, please contact the manufacturer's Technical Support.
Product Specific
How do I get my Adobe free upgrade products that I qualified for?
All free upgrade products are supplied direct from Adobe and must be personally requested by the customer to Adobe within their free upgrade qualification timelines by calling 800 833 6687.
How many computers can I install my Adobe software on?
Adobe allows 2 installations of each software product, one on a desktop and one on a laptop, as long as both computers are owned by the same person.
What are the academic requirements to purchase Adobe software?
Visit the Adobe website to see all academic qualifications www.adobe.com/education/purchasing/qualify.html
What if I lost/broke my Adobe software disc and I need to reinstall the software?
If you purchased Software Assurance on your JourneyEd order for the product at the time of purchase, contact JourneyEd Customer Service for your one time media replacement within one year of the order.
If Software Assurance was not purchased through JourneyEd, Adobe offers a media replacement program on the current version. Contact Adobe Customer service 800 833 6687 to request a lost media replacement.
What if I purchased the Adobe product in the wrong platform or I purchased a new computer in a different platform after my software was purchased?
Unopened products can be returned to JourneyEd for exchange of platform. For Adobe box product Adobe offers a platform exchange program for a nominal cost. Contact Adobe Customer Service at 800 833 6687 within 30 days if the item is the current version to request a platform exchange.
Who do I contact for Adobe installation tech support?
Adobe Technical Support can be reached at 1-800-833-6687.
Who do I contact for Avid Technical Support?
Avid Technical Support can be reached at 978-640-6789.
How do I contact Microsoft for Technical Support?
Microsoft Technical Support can be reached at 1-800-MICROSOFT (1-800-642-7676).
Who do I contact for Rosetta Stone installation and general technical support?
Please visit http://success.rosettastone.com/ for more information and support.
Eligibility
Who can order from JourneyEd?
College Students:
Qualified degree-granting college, university and career school students.
K-12 Students:
Students enrolled in a degree granting accredited Public, Private or Charter School can purchase from JourneyEd.
Faculty/Staff:
K-12 as well as all post-secondary faculty and staff members can order software from JourneyEd at the same student educational pricing.
Schools:
To place school orders, fax a school Purchase Order to (866) 947-4604 or call our School Sales Department at (800) 876-3507.
Home Schooling:
Those who are home schooling must provide a valid photo ID, and a copy of one of the following:
- Letter of intent to home school addressed to local school district for current school year.
- Home School Legal Defense Association membership card.
- Home School Charter School membership card.
- Book/curriculum receipt for the current year.
Non Academic Customer:
Customers not affiliated with an educational institution may purchase any of our non-academic products. Please check the eligibility matrix on the right side of the product description page for details. Any order received for educational products will be canceled unless academic verification is received.
Proof of Academic Status
If you created an account when you placed your order you can log in and upload your eligibility documents here.
If you checked out as a Guest please upload your eligibiity through Order Status which can be accessed by clicking on the order number in your Order Confirmation Email.
No order with eligibility requirements will be made available until a valid academic ID is received. We will place your order on "hold" until we receive your valid academic ID. Upon receipt of your academic ID, we will ship out your order or send downloading instructions.
Note: Some software vendors require specific forms and documentation as proof of academic status. Please visit our Vendor Requirements and Agreements section for additional details regarding vendors such as Adobe, Microsoft, and others.
Acceptable Forms of Academic Proof:
You will need one of the following documents:
College Students/Parents
- Instant Online Verification
- Dated Student ID from the current semester or school year
- Course Schedule
- Registration Receipt for this semester
- Letter of Enrollment on school letterhead
K12 Student/Parents
- Report Card
- Dated Student ID from the current semester or school year
- Registration Receipt
- Letter of Enrollment on school letterhead
Teachers, Faculty, Staff
- Link to your faculty web page
- Current Faculty ID
- Letter of Employment on school letterhead
- Pay Stub (cross out confidential information)
Home School Students/Parents
- Membership in Home School Association
- Receipt for Home School Curriculum
- Letter of intent to home school from a state agency
School Districts, Colleges, Universities
- Your Purchase Order
Nonprofit Organizations
- Copy of IRS 501(c)3 form
- IRS letter stating you are a 501(c)3
How to Send Your Eligibility Proof
Send your academic proof and order number to:
- If you created an account when you placed your order you can log in and upload your eligibility documents here.
- If you checked out as a Guest please upload your eligibiity through Order Status which can be accessed by clicking on the order number in your Order Confirmation Email.
If you already have an order placed you can upload your verification at the Eligibility Verification Upload page.
Academic verification documents are reviewed in the order in which they are received. These documents may take up to 1 business day to be posted to your account after being received. Documents received after 5 PM may not be posted until the next business day.
How will I know my academic document was accepted?
Once your academic document has been reviewed, your account will be marked verified and an email will be sent confirming that your verification has been accepted and your order has been released for processing.
Academic verification documents are reviewed in the order in which they are received. These documents may take up to 1 business day to be posted to your account after being received.
What is the status of my order?
Customers may view their order status on our website 24/7 by logging in to the My Account page. All order progressions or delay issues are communicated by email to the email address provided on your account. Be sure to set your email settings to allow delivery of JourneyEd emails to your address book.
What does it mean if my order is on eligibility hold?
All orders through JourneyEd require proof of academic status unless specifically noted. All orders are placed into eligibility hold prior to receiving your proof of academic status. After proof of academic status is received, your order will be released from eligibility hold and you will be notified via email.
Academic verification documents are reviewed in the order in which they are received. These documents may take up to 1 business day to be posted to your account after being received. Documents received after 5 PM may not be posted until the next business day.
To check the status of your order, please log in to your account at the My Account page.
For information on purchase requirements, please see our Proof of Academic Status information.
Can I still use the software that I have purchased after I am no longer a student?
Yes. As long as you purchased the product during the time you were qualified as a student/faculty then you have a legal license copy and can continue to use the software after you leave school.
How is eligibility processed for Creative Cloud?
Eligibility for the monthly subscription is required by Adobe and instructions are immediately given after you place the order online. The yearly subscription requires you submit proof directly to Adobe after your shipment arrives; instructions will be in the packaging. In either case you can use your school email address for easy processing or submit a document showing current enrollment.
Visit the Adobe website to see all academic qualifications http://www.adobe.com/education/purchasing/qualify.html
Online Store Policies
You can order 24 hours a day, 7 days a week at our Online Campus store or Monday - Friday 7:00 a.m. to 7:00 PM CST by calling our Sales department at 1-800-876-3507. Our Customer Service department is ready to assist you Monday - Friday 9:00 a.m. to 5:00 PM CST. Fax orders to (866) 947-4604. Questions or comments can be emailed to us using our online webform.
Academic Status
- We are authorized to sell products to academic customers within the United States. We cannot accept orders from international or APO addresses.
- Most orders require proof of academic status to qualify for academic pricing. See: http://www.JourneyEd.com/eligibility
- Several manufacturers allow home school families and non-profit organizations to purchase under their academic program, please see the eligibility link on our website for details.
- Academic status requirements are set by each manufacturer. Special qualifications are provided for each product on the JourneyEd website. You can find academic status requirements by clicking on the product description for any product on our website.
- Orders are placed on hold until proof of academic status has been received and approved by JourneyEd.
- Customers are responsible for providing acceptable proof of academic status via their online account, college student instant verification (eligible schools only), email or fax. JourneyEd assumes no liability for delays incurred while waiting for acceptable proof of academic status from our customers.
- Academic status documents are usually processed within 1 business day, excluding weekends and holidays.
- Typically proof of academic status is good for 12 months and must only be submitted once per year.
What payment types do you accept?
We accept PayPal, Visa, Master Card, Discover and American Express.
Your credit card is not charged until we ship your product.
We charge sales tax where applicable.
Do I have to pay sales tax?
For individual sales, we are required to collect sales tax on all taxable sales in all states which administer a sales tax. Any sales tax charged will be indicated once your billing and/or shipping address have been entered during checkout.
Tax-exempt entities and other buyers purchasing products tax-exempt can submit a copy of their tax-exempt certificate or required documentation to receive tax exempt treatment. 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 1-866-947-4525.
What is your return policy?
You may return most software items you have purchased from JourneyEd within 30 days of delivery for a full product refund minus the cost of shipping provided the product is unopened. Hardware items can be returned within 14-days of purchase. Software and Hardware must be returned in original unopened packaging and in a resalable condition. Digital download and licensing products are ineligible for refund. Please see below for exceptions to this policy due to manufacturer restrictions.
Software that has been opened and is defective may be exchanged for a replacement item of the same title and platform only. No returns for refunds are accepted on opened items. If the return is a direct result of our error, we'll also pay the return shipping costs. Outside of 30 days from delivery, defective products will be subject to the manufacturer's warranty.
A Restocking Fee of 15% or $45 (whichever is less) may be assessed for any returned item. A Returned Merchandise Authorization (RMA) number must always accompany all returns. To obtain your RMA number, simply contact our Customer Service. Products returned without obtaining an RMA number will be refused or subject to an automatic 15% restocking fee at the discretion of JourneyEd. All returns received without previous authorization will be discarded after 30 days.
When returning items to JourneyEd, we strongly advise that you obtain a tracking number for your shipment. Please use a sturdy shipping box; placing shipping labels directly on the original product voids any previous credit or refund authorization. All original product parts are required for return, including product packaging.
Due to manufacturer restrictions, we cannot accept returns of the following items:
- Any item from the following manufacturers, vendors and items: Ableton Live 6, Adam, Alias, Alpha Software, Antares Audio, ArcSoft, Audio Warrior,Auralog, AutoDesk, Auto FX, Atrixware, Avid, Brother, CadSoft, Computer Systems Odessa, Cosmic Blobs, EasyReader, Emedia, Epson, EZ Grader, eZedia, HP, IK Multimedia, Jackson Software, LearnKey, Line 6, MacKichan, Maxon, National Instruments, Nemetschek, Newtek, Nik Software, Now Software, Orbis Software, Pantone, Pinnacle, Pixtivity, Planon System Solutions, Quark, Reason, Red Rock Software, Robert McNeel & Associates, Rosetta Stone, Sibelius, SmartSound, SolidWorks, Sony Hardware, SpeedSkin, SPSS, Steinberg, StyleEase, SunBurst, Transparent Language, Wacom Cintiqs,Wacom Refurbs, Wolfram, Wizcom Technologies.
- Any item that has been discontinued by the manufacturer.
- Any item from Adobe Student Licensing.
- Zip Disks, Recordable CDs/DVDs, Ink Cartridges, Paper, Toner for Fax Machines and Printers, or any other consumable product.
- Any Electronic Software Download (ESD) purchase.
- Any gaming or game console software.
- Any volume license purchase.
- Any item that is not in its original condition or is damaged.
- Any item marked "BLOWOUT! While Supplies Last"
- Any item returned without a RMA number.
- Any item returned to locations other than the JourneyEd Plano warehouse.
- Any OEM product.
- Any training software or DVD.
- Any item not returned in a shipping box - envelopes not allowed.
Returns Warehouse Address:
Attn: Returns Department
RMA # (provided when return approved)
JourneyEd.com, Inc.
80 E. McDermott Dr.
Allen, TX 75002
Do you have a low price guarantee?
Shop with comfort. Buy your software now and if you see a lower advertised price of that same exact item (including our own sale prices) within 30 days of your purchase, we'll refund the difference. To receive your refund, just provide a copy of the advertisement or written quotation containing the lower price to Customer Service at email CustServ@JourneyEd.com or fax 866-362-2492. Refunds are usually processed within 24 hours of price verification. Refunds cannot be offered on closeouts or loss leader pricing. This policy applies only to advertised prices and does not apply to special offers, rebates promotions, or free-with-purchase offers. JourneyEd reserves the right not to sell products below our cost.
What are your hours of operation?
Our student and faculty sales office 1-800-876-3507 is open from 7:00 AM-7:00 PM CST. Monday - Friday . All other departments including our Customer Service department are open from 9:00 AM-5:00 PM CST. Monday - Friday and can be reached via our Contact Us page.
Do I need to send my academic verification every time I place an order?
We keep your academic verification on file for 1 year from date of submission. Additional orders can be placed for one year from submission without submitting proof of academic standing again. Please note that the purchase of some products may require additional verification to be sent in.
Shipping
How long does it take for my electronic download to be sent?
Electronic downloads are not sent immediately. They generally take 1-3 business days.
Why is my download zipped?
Some manufacturers do not provide a self extracting executable file (.exe) and have multiple files that are necessary for the installation of your software. In this case a .zip file is provided. These files will need to be extracted to a location before you can install the software.
What shipping options do you offer?
Delivery times are only time in transit once the package ships. It does not included order fulfillment time. Our online order form will automatically determine these rates (Next Day, Next-Day Saturday and Ground) based on the amount of your order.
JourneyEd does not ship to PO BOXES as a result of lack of proof of delivery by the recipient and increased losses through the postal system.
JourneyEd does not ship outside the US or Canada.
Next-Day Orders - Orders can only be processed AFTER we receive (or already have on file) valid proof of your current student or faculty/staff status. Next Day requested orders that are shipped on Friday will arrive on the following Monday. Next Day requested orders that are placed on Saturday or Sunday will be processed on the following Monday for Tuesday delivery.
Tracking Orders - After placing your order, tracking or finding the status of your order is very easy. Simply log in to My Account. Once your order ships, you will be able to follow the shipment to your doorstep.
| Shipping Method | Estimated Delivery Time |
|---|---|
| Overnight | 1 Business Day |
| 2nd Day Air | 2 Business Days |
| Ground | 3 to 5 Business Days |
These times are estimated from the date the product ships.
Products usually ship 24 to 48 hours after Eligibility Approval.
Downloading
How do I download my order?
You can download by either clicking the "Where Are My Downloads?" link after logging into your account or by clicking the link in the email with download instructions.
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 Technical Support using the information below.
Technical support email: CustServ@JourneyEd.com
How long does it take for my electronic download to be sent?
Electronic downloads are not sent immediately. They generally take 1-3 business days.
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.
How can I re-download software that I already purchased?
To download software you have already purchased, you will need to look up your order and click the Begin Download button.
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 do I get a physical version of my downloaded product?
Unfortunately, we cannot exchange a downloaded product for a physical version of the same product. To obtain a physical product you must place a new order for the physical product.
How do I get my serial number or unlock code?
If your product requires a serial number or unlock code, you can usually find it in the email with the download instructions that was sent to you when you submitted the order. If you do not have the email, you can get your serial number or unlock code by looking up your order.
What do I do if my serial number or unlock code is not working?
First, make sure you have the correct serial number or unlock code. You can get your serial number or unlock code from the download instruction email that was sent when the order was submitted, or by looking up your order.
Second, please note that serial numbers, registration numbers, unlock codes, and passwords are usually case-sensitive. Make sure you are entering your code in the right case.
If you still have problems, contact Customer Service.