Support and FAQs
Thank you for choosing Video Copilot
Thank you for choosing Video Copilot
Thanks for choosing Video Copilot, we are here to help.
Download Information:
If you have not received your download information please email us at support@videocopilot.net
Download Information:
If you have not received your download information please email us at support@videocopilot.net
General Support
General Product Support
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July 29th, 2008
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I have a question about a product I ordered. Who do I contact?
Please email us with any questions, we can help you out. Please include your order number or other pertinent information.
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July 29th, 2008
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Will your products work with my I intel Mac?
Yes all of our products are compatible. A small group of customers have experienced slower playback speed with the Serious Effects and Compositing DVD only. If you are having a similar issue please contact us and we will send an update.
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Downloading Questions
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July 29th, 2008
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I can't seem to get access to my download after purchase. What should I do?
If you do not receive your download after purchase please send us a friendly email and we'll be happy to help you out. Be sure to use the correct address and ZIP when ordering to ensure quick processing.
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July 29th, 2008
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I would like to receive my products on DVD. Can I download them as well?
Yes. Customers who select to have orders shipped will also receive a download link. You may download as needed but the DVD's will also be shipped. Remember some products are only available through the mail.
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July 29th, 2008
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I'm having trouble downloading. What should I do?
We recommend using a download manager for large files. Our download section has all the latest information about recommended software and extraction tools.
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July 29th, 2008
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I've download the files but I can't seem to get them to Unzip. What should I do?
Be sure to have the latest version of your Unzipping application. Also verify the size of the file you downloaded is close to estimated size on the website. If you continue to have problems contact us.
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July 29th, 2008
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I purchased a Product and did not select a shipping method. What should I do?
Some of our products are only available on DVD if there is a problem with the order we will contact you before moving forward. Also if you selected downloadable but want a DVD please let us know and we can arrange for a hard copy to be shipped.
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July 29th, 2008
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How long are downloads available after purchase and what if I lose this information?
Purchased products will always be available to download to verified customers. The files are available for a 5 day period and can be extended or reissued. We do recommend burning a DVD backup once you have successfully downloaded your products.
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Ordering Questions
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July 29th, 2008
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Do you ship to my country?
Probably. We ship all over the world including: Australia, Germany, UK, France, Africa, Canada, Poland, New Zealand, Holland, Austria, Belgium, Mexico, Japan, Italy, Norway Etc. We will not process orders that we know can't be shipped and if a package is returned we will refund total purchase price if we are unable to ship.
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July 29th, 2008
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When I add a product to the shopping cart it shows up empty. What should I do?
Please contact us so we can help to resolve the problem. It may be webpage issue.
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July 29th, 2008
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Can I order by phone?
At this time we prefer online orders because they work directly with our inventory system. If you need to pay with a purchase order or other type of payment method please contact support.
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Missing, Damaged or Bad Media
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July 29th, 2008
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My package has not arrived yet. What should I do?
Please contact us immediately and we will assist you. Sometimes packages get lost but we guarantee them or your money back. Please don't wait too long to notify us if you suspect your package is missing. Remember international customers may have to wait for customs to clear before delivery.
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July 29th, 2008
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I have Damaged or Bad Media, what should I do?
Please contact us and we will arrange additional working copies for free of course.
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July 29th, 2008
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My package did not contain all of the things I ordered, what should I do.
Please contact us and we will arrange to send another package with the correct items. Some products are available as a download only. On the other hand if you receive something in addition to your order, enjoy it.
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