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FAQ

FAQ

Find answers to commonly asked questions.



FAQ - GENERAL

If you are looking for quick answers to the most important questions about your order, our FAQs are here to help.

  • Placing Your First Order

    Placing an order with Axis SoftMedia Inc. is easy. There's no need to create an account first. You automatically create an account when you place your first order online. (We cannot accept orders by phone, fax, or e-mail. All orders must be placed online.)

    Following are the steps through which you can place the order:

    Select the product:

    Select items from the products page.

    Proceed to check out:

    Take a moment to check what items you have placed. If you are sure that you want to buy it, just click on “buy now”. Click the “proceed to checkout”. You will be taken to the first page of the order form.

    Get the discount:

    If you have the discount coupon.

    Discount coupon:

    If you are a dealer, institution, school, college, government agency, madarsa, bulk purchaser and ISO company, you can get a discount coupon. It can be used while purchasing.

    Sign in:

    (If you are a returning customer. Otherwise, create a new account.)

    Enter a shipping address:

    Tell us where you would like to ship your order, and let us know if any of the items are to be gifts. (If so, you'll be given a chance to order gift-wrap and add a note.) If you are shipping to a post office box, please enter the words "PO BOX" before your box number to ensure that the order is delivered by DHL/TNT or First Flight.

    Choose a shipping method: We have three shipping methods which are fast enough to reach you within 3-4 days.

    • DHL/TNT express priority can get the order at your door steps within 48 hours.
    • First Flight normal can get the order at your door steps within 4-5 days.
    • Local Delivery OR Pickup.

    Provide a password and payment information:

    Choose a password for your account so that when you come back to Axis SoftMedia Inc. in the future, you can use the same shipping address and method of payment you provided during this first order. You will also be able to use your password to make changes to your order and account information. Make sure you write your password down somewhere so that you remember it the next time you place an order.

    Review and submit your order:

    Check the accuracy of all of the information you provided and make any necessary adjustments. When you are ready, click the “Place Your Order” button to submit your order. Once you place your order, we will send you a confirmation e-mail message. We will send you another e-mail message at the time of shipment.

    Check your order status:

    If you would like to see the status of your order—whether it is already dispatched, shipped, or any other information—click on “Account” and read through order status.

  • We Accept Any Currency

    Six types of payment methods are available:

    CASH, Credit Cards Online, Prepay with Checks, Purchase Orders, Wire Transfer, and PayPal.

    We do not accept COD payment of any kind at this time. Purchase Orders (PO) are allowed only from government agencies, schools, and ISO companies that are authorized and verified. Axis SoftMedia Inc. does not issue net-terms to resellers.

    CREDIT CARD Online:

    We accept Visa, MasterCard, Discover, Diners Club, and American Express. We do NOT charge "surcharges" for credit card transactions. Please read the Privacy & Security Statement for more details on secure credit card usage on the net.

    Credit card payment is now authorized online in real time. You will be informed immediately if your credit card is declined. If declined, you may check the accuracy of the credit card number and expiration date, or choose a different card to try. Your order will NOT be sent unless the credit card number you entered is authorized.

    Once accepted, the authorization process allocates the total amount of the order. We'll examine each order and make adjustments if necessary before charging your credit card. The actual amount charged can be smaller than the total amount. Currently, less than 2% of all orders are adjusted before charging.

    You must provide us with a working phone number in order for us to contact you to confirm your order and in case of problems with your order.

    Axis SoftMedia Inc. is very aggressive in getting law enforcement involved in cases of obvious credit card fraud. Do not try it here or ANYWHERE for that matter!

    PRE-PAY with a Check:

    Pre-payment with cashier's check or money order is accepted. You can place the order online, select "Prepay w/ cashier's check" as payment method, get an order number and order confirmation for the total amount of your order.

    Then get a cashier's check or money order from your bank for the exact amount and mail the check with a copy of the order sheet to us. We'll ship your products within 1-2 business days after the check is received.

    Your order will be canceled if we do not receive your payment in 10 business days. Orders via Prepay w/ cashier's check are not confirmed until payment is received. Company checks are accepted, but items will not be shipped until checks are cleared by the bank.

    PURCHASE ORDER (PO):

    For corporate accounts, schools, and government agencies where Purchase Orders are required, you must complete the following processes:

    1. Mail (no fax is accepted for this purpose) Axis SoftMedia Inc. a letter on your letterhead to formally request us to accept your purchase orders;
    2. Print or download an application form and have it filled out, signed, and faxed back to us with your credit information and trade references; wait for us to check the credit information and trade references and verify your information. Please note that an account application may take 1-2 weeks to complete.
    3. Once verified and authorized, order online and fax a formal purchase order to us.

    WIRE TRANSFER:

    We accept wire-transfers from anywhere. After you place your order, details about the wire-transfer process will be e-mailed to you on the second e-mail notification. If you missed that e-mail, please call our sales number that's given on the order confirmation.

    We'll give you details on how to do a wire-transfer over the phone. You must place the order first before calling for the transfer information. The total transferred must include shipping cost. The shipping cost may be adjusted for international addresses and overweight orders.

    Delay in shipping your order may occur if the wire-transfer received is different from the order total amount. Wire-transfer may take 1-2 business days to confirm. It must be confirmed by our bank before shipping can take place.

    PAYPAL:

    We now accept PayPal payment. If you pay your PayPal account with a credit card, we would suggest using the credit card directly. PayPal orders normally get delayed for one day due to the extra confirmation and verification process.

    Choose "PayPal from a Check Acct" as the payment method on the second order page. Once the order is confirmed, you'll receive an automatic reply to give you instructions on how to pay through PayPal and our PayPal ID.

    Please use your order number as the reference (subject) of your PayPal payment to enable easy identification. Products will be shipped promptly only after the fund transfer has been confirmed by PayPal.com and the shipping address is a PayPal confirmed address.

    If your shipping address is different from what's registered with PayPal, your order will be delayed for order verification.

    If you don't yet have a PayPal account, you may visit www.paypal.com to open a FREE account. The process of obtaining one and getting the money transferred may take 2-6 business days, which may significantly delay your order.

    Note: The products shipped remain the property of Axis SoftMedia Inc. until paid in full. Any legal expenses toward collecting bad debts are the buyer's responsibility.



FAQ - PAYMENT POLICY

Our Payment policy is transparent and very simple. We strive to see that you are happy with our products and ensure that all deliveries are completed promptly.

  • Our Payment Policy

    Payment and Order FAQs - Axis SoftMedia Inc.

    1. May I use my company credit card and have the order shipped to my home?

    Yes. However, it will take longer for us to verify the order. To avoid delays, please fill out the online authorization form and send it to us.

    2. I recently moved. My billing address may be incorrect.

    To avoid delays, please provide both the old and new addresses. Filling out the online authorization form may help the verification process.

    3. May I use my credit card, but have the order shipped to my friend's house?

    Yes. Please provide both shipping and billing addresses and phone numbers. Such orders require longer verification. The online authorization form may be helpful.

    4. How do we get net terms with your company?

    Net terms are available only to government agencies, universities, colleges, other established academic accounts, and newspapers. Rarely, resellers may qualify. Fill out the account application form. Approval may take 5-15 business days. Send POs to order@axissoftmedia.com.

    5. Why do I see two charges on my order?

    If you see a double charge, please fax your bank statement. We will issue a credit if a mistake occurred. This has happened only twice in our history.

    6. Which payment methods do you accept?

    We accept all major credit cards, wire transfers, cashier's checks, money orders, PayPal, CCAVENUE, and POs from approved institutions.

    7. Do you accept COD payments?

    Sorry, we no longer accept COD due to past issues.

    8. I see a charge but don’t remember placing an order.

    Provide your name or address for a search. Sometimes family members order or customers forget. If unauthorized, contact your credit card company and cancel the card.

    9. How do I do a wire transfer?

    Wire transfers are ideal for large or international orders. After placing your order, call us for instructions.

    Steps:

    1. Add items to your basket and note the total.
    2. Add the wire discount item to your basket.
    3. Set its quantity equal to the order total.
    4. Alternatively, apply the wire discount code at checkout.

    Rules:

    • Can be combined with other discounts.
    • Only valid with wire transfers.
    • Axis SoftMedia Inc. may adjust order total if discount is invalid.
    • If you change payment to credit/check, discount is removed.
    • Discount can be added post-order if missed.
    • Applies to international orders.
    • Shipping cost not included in discount.
    • We may change/cancel this program without notice.

    10. Do you accept international credit cards?

    Yes.

    11. Do you accept personal checks?

    No. Use cashier’s check, money order, PayPal, or CCAVENUE.

    12. Do you accept purchase orders from government or universities?

    Yes. Place an order online to get the total, then mail your PO to order@axissoftmedia.com. We'll verify with your accounting department.

    13. Do you accept debit cards?

    Yes. We accept commercial, personal, and government debit cards.

    14. Do you accept company checks?

    Yes. If your company is not in the Fortune 1000, we will wait 4-8 business days for check clearance.

    15. I returned a Rs.100 item, but only Rs.85 was refunded?

    Shipping and labor costs are non-refundable. A restocking fee may apply unless depreciation is negligible (e.g., memory modules).

    16. Where do I send my check for prepay?

    Axis SoftMedia Inc.
    Order # xxxxx,
    103-T, Vaishali "B" Wing,
    Seth Motishah Road, Mazgaon,
    Mumbai 400010, Maharashtra, India.

    Please write your order number on the check and envelope.

    17. When do I get my order after mailing a check?

    Cashier’s check/money order: ship in 1–2 business days.
    Personal/company checks: ship after 4–8 business days post-clearance.

    18. Government Buyers!

    We serve many government institutions. Orders accepted via government credit cards and POs. APO/FPO shipping available. Get quotes via order@axissoftmedia.com.

    19. Academic Buyers!

    Academic institutions enjoy special pricing and support. Competitive quotes available. Place POs via email with school letterhead. GST exemption for nonprofits is supported.

    20. Corporate Buyers!

    Corporate clients are welcome! Purchase orders accepted from approved corporate and BSE-listed companies. Fill out an application form and send your PO to order@axissoftmedia.com.



FAQ - CUSTOMER SERVICE

We are always happy to help in case you have questions. But you might be lucky to find the answer(s) you need in our Frequently Asked Questions (FAQ) below.

  • Our Payment Policy

    1. I returned the wrong item shipped to me. How do I get my shipping refunded?

    We encourage customers to ship back such items by the cheapest way, and then to inform us as to how much the shipping was. We'll reimburse the shipping cost to the customer quickly.

    2. Why isn't my shipping charge refunded?

    Once we pay the shipping company, the shipping company would not refund us.

    3. How do I get my replacement fast?

    Sorry we no longer offer cross-shipping service.

    4. Something is damaged during shipping.

    Please file a Damage Report immediately. Follow step-by-step instructions there closely. You must file this report within 7 calendar days after receiving the order. We may call and use other means to verify the damage before sending a replacement.

    5. What I received is different from what I ordered.

    Please file an online Discrepancy Report at discrepancy. Follow step-by-step instructions there closely. You must file this report within 7 calendar days after receiving the order. We may call and use other means to verify the discrepancy before sending a make-up order.

    6. You may have charged my order twice.

    We keep an online log sheet for all credit card charges. Our online transaction software does not allow charges to the same credit card twice. If such charges are confirmed, we would issue a credit quickly.

    7. Why did you ship me a defective product?

    There is just no way for us to tell if and when a product is or becomes defective without testing it. Unfortunately, we cannot test all products before shipping. It is universally agreed and understood in the Software industry that certain failure rates are expected for any and all products. When a defective product is detected, Axis SoftMedia Inc. does honor the warranty. However, Axis SoftMedia Inc. is not responsible for the loss of time, profit or any other inconveniences resulting from the defective products.

    8. I called your office but no one answers.

    Our business hours are 10-6 (IST), Monday-Friday. No one will be there answering phone calls outside the business hours. Our busiest day of the week is Monday. Whenever you can, please avoid calling us on Monday. Our office is also closed during most national holidays.

    If you have a question, please see if you can find an answer online at our website first. You may find the answer at our FAQs pages or do a search that's available on all of our pages.

    9. I canceled my order, but it was still shipped.

    Order cancellation works most of the time, but it can be difficult sometimes since the order processing process is so quick and automated. It requires human interaction, which is occasionally not that reliable. In such a situation, we suggest that the customer simply refuse the shipment. If you do refuse a shipment, please let us know when and the reason you did it.

    10. What's the status of my order?

    Most orders are processed and shipped quickly. An email confirmation should be sent on the same day for DHL/TNT and 1-2 days after for First Flight and Indian Post. If you don't receive any email from us 4-5 days after you place an order, check if you entered a correct email. We'll let you know the tracking number.

    11. I sent an email twice but received no reply.

    Emails will be replied to during business hours. Our normal response time is 2-48 business hours. During peak times such as Monday, response to emails may get delayed. Please try finding your answer online before sending an email.

    12. How do I return a defective product for replacement?

    First, call our tech support at 91-22-23710244 to confirm the product is defective. Then, file an RMA request at axissoftmedia.com/return/. Only ship the defective part (Dongle OR CD/DVD). Once received, we’ll test and send a replacement within 1-7 days. You'll receive an email confirmation when the replacement is sent.

    13. When can I expect my refund?

    Refund or credit takes 1-7 business days to process, depending on how soon we receive the returned product. For credit card refunds, the hold might last longer. You may have your bank call us if needed.

    14. Why do I have to pay shipping to return a defective product?

    This is a standard policy in the software industry. With only 5% gross margin, we ask customers to share the cost of defective products. We do pay for Indian Post Ground for replacements. Customers are responsible for any shipping upgrades.

    15. Something is missing in my order.

    Carefully go through the entire package. Small items may be packed inside other boxes. If something is truly missing, file a Discrepancy Report at axissoftmedia.com/discrepancy/ within 7 days of receipt.

    16. My package arrived one day after the estimated date, may I get my shipping refunded?

    It depends on the shipping method. Unless the shipping company agrees to refund us, we cannot offer a refund. Even if it’s their fault, we must wait for their reimbursement. The claim process can be lengthy and complex.