Product Purchasing Details

Purchasing Where You Are

• Preferred Value Add Partners: Bundle our software with their solutions for single point of purchase in your local currency. They may also provide pre- and post-sales technical support. In the future, we will provide a partner directory. Until then you can contact us if you need a referral to a local partner.
  • See our channel partners page for more details
• Resellers: do not offer pre- or post-sales technical support 
  • See our channel partners page for more details

Not all products may be available from specific partners depending on terms of our agreements with them and as applicable, our developer partners.

Flexible options for credit card purchases

We also offer online purchasing using major global credit cards for a range of our products in 2 ways. 

1. Our online shop
2. Contacting our team and/or sending a purchase order and indicating you want to pay with credit card. We will send you a link to securely submit your payment online. 

Note: You may find your price is better through your local channel partner, especially when you consider their ability to transact in local currency, handle local regulatory/government formalities, and provide support. 

Invoicing / Credit Terms

US and Canada

We can establish credit terms to allow for use of purchase orders. 

• Our standard payment terms are Net 30 days.
• Expect delivery delays if purchase orders are submitted with different payment terms.
• Purchase orders require completed credit application and review, agreement to our payment terms or formal agreement to other terms.
• Contact our orders team to start the process. They can also receive your company forms/documentation, provide W-9 tax certification.

Outside US & Canada

Generally, payment is required prior to product delivery.  We provide a pro-forma invoice based on your order details to facilitate payment.  Exceptions are considered on a case-by-case basis and require controller or CFO approval. 

Payment options:

• Bank Wire Transfer - we provide details on the pro-forma
• Credit Card -- we can send you a secure link to pay using major credit cards

Electronic Delivery Preferred, Shipping Available

For all software products, we typically deliver the product download links and licenses within 2-3 hours of order placement if all details are in order, including Export Compliance, taxes, payment details, etc. For orders placed after 3 PM US Eastern Time, delivery may not be available until the next business day. 

Rush orders:  If you absolutely need something delivered before end of the day, please call us and ask to speak to the orders department. Our phone numbers are found here. 

Delivery Methods:

In support of our and global sustainability, all of our software products can be delivered by electronic download and we encourage you to make the green choice no matter what method you use to order. 

For items such as optional hardware licensing keys or select hardware products that require shipping, our online store provides competitive domestic US/Canada and global shipping rates. If ordering by purchase order, we can also charge shipment costs to your company account, work with freight forwarders, or make other reasonable arrangements to meet your needs.  However, we are required to adhere to all US export regulations and may require additional documentation. 

We Follow US Export Regulations

As a United States based company, we are required to adhere to all US Export Regulations, including sanctions, forbidden parties, and more. This is a constantly changing landscape.

For that reason for ALL orders with a purchase point or delivery point outside the United States, we require end user information, including any intermediaries.

Our team will supply forms to provide this information.  Your fast response will help us to support you quickly.  We know this can feel intrusive but it is required by US export laws. 

Thank you for your patience and understanding.

Domestic & International Policies

The global tax landscape around digital goods sales is changing rapidly, so please work with us if something changes between what we hope will be repeat purchases. For questions, contact our ordering team.

Domestic USA - Sales Taxes

Due to 2020 US Supreme Court decisions, just like other online sellers, we are required to collect sales taxes in states based on total volume of sales in the state, not just whether we have employees working from the state.  The list of states is fluid. Our online store will automatically collect sales tax in states we are required to. For all other orders, we may request modifications to purchase orders to include sales tax. Possible exceptions include:

• Distributors & Resellers - you can provide your reseller exemption certificate to our orders team
• Direct Pay Users -- provide a direct pay certificate for the required state(s) 

Rest of World

• VAT - at this time we are not required to collect VAT, but that could change at any time. 
• Duties, Import Fees, Import Taxes: Are the customer's responsibility for payment. We do not under any circumstances pay these taxes on behalf of the customer. 

We want you to be satisfied

We strongly recommend that you use our free trial software downloads and pre-purchase technical resources as a way to proof of concept test our solutions. Our support engineers and solutions consultants will answer configuration questions, discuss architectures, and provide special test licenses if needed, to help you build trust and confidence.

As our guarantee of your satisfaction, Software Toolbox provides you with a 30 day money back guarantee. If after receiving your product or working with our support engineers on an issue, you are not completely satisfied, notify us and we'll authorize a return and refund your money. If a physical product was defective, we'll replace it with a new item or refund your money.  Full Terms  Contact us to request a return

Products Delivered Online/Electronically 

These items are returnable for refund within our terms provided we receive a signed Letter of Intellectual Property Destruction (LOD) stating that you have uninstalled the software and destroyed all electronic copies of the software provided to you. Contact us to obtain the LOD form.

Products Physically Delivered

Defective products can be returned for exchange or refund.  After working with our team, they will provide you with shipping instructions. All returns require issuance of a Return Material Authorization (RMA) number. Refunds will not be issued until our team has had the opportunity to inspect the returned product per our terms. DO NOT ship anything until you have an RMA number and instructions including address. 

Other Terms

• Shipping costs, COD fees, bank wire transfer fees paid are NON-refundable. 
• Support agreement renewals are NON-refundable.
• Some products, due to our supplier's policies may be non-returnable under our standard policy.
• All returns require issuance of a Return Material Authorization (RMA) number. DO NOT ship anything without an RMA and instructions from our team. 
• If you are working on a support case where we have identified a bug in the product and are actively working with you to resolve it, we will provide an extended return window for a reasonable amount of time. If our estimated time to resolve the issue will not meet your needs, we may authorize a refund outside of our normal period on a case-by-case basis. 
• Restocking fees will be required for any return after 30 days, and may reach as high as 100% of the purchase price depending on the situation. All return requests are evaluated by a support manager and operations manager. We will be fair and reasonable and consider exceptions where the facts merit it.
• We reserve the right to deny a refund if physical goods are not returned fully with original package or inspection there is clear evidence of abuse.
• We reserve the right to deny a refund of software if there is clear and compelling evidence of violation of the product EULA or our support has not been given the chance to try and resolve the issue(s).

Products with Exceptions to our Return Policy

The following items are not covered by our return policy:

• Support & Maintenance Agreement Renewals (all part numbers that include 'SUPT')
• KEPServerEX licenses, perpetual or subscription (PTC policy)
  
• Shipping costs
• COD fees
• Bank Wire Transfer Fees