How long until I get a response from your Sales or Support Team?

Generally, we'll reply to you within 12 hours except for weekends or holidays due to the time difference. But in most cases you'll get our response within a few hours if not immediately.

How can I get the free trial version of the software?

Download the software you want from our website and install it. When you perform the conversion, a registration request window will pop up. Ignore it by clicking the “Later” button, install it and you’ll have the trial version.

How to purchase your product and how long will I receive the license code after I complete the purchase?

Find the product you need on our website. Click Buy Now button and finish your order - Normally you will receive the license code by Email immediately after your successful purchase. However, sometimes you won’t receive it for some reasons (for the details, please see below).
Note: Please provide valid Email address when you fill the order form. Please

Why didn’t I receive the license code, it’s already been several hours after my purchase.

There are several possible reasons:
1. Check your SPAM folder - our e-mail might have been sent to your SPAM folder.
2. Your e-mail service provider might reject e-mails sent from unknown senders.
3. You provided an invalid e-mail address when you ordered the software.

If I want a CD-ROM of the software, what should I do?

You have to place your order via Emetrix platform. When you order our product, you can check the option "Add a CD-ROM". You need to pay an extra $9.95 for each disc you order. If you live in the US, you are supposed to receive the CD within a week. If you live outside the US, you will receive the disc within one month. If you have any questions regarding CD-ROM, please contact our agent Emetrix at support@emetrix.com to get quick assistance.

Do I have to wait for the CD to begin using the software?

You don't have to wait for the CD. You can begin using the downloaded version right away. Just don’t forget to register the software to use the full version.

If I don't need the CD but purchased it by accident, what should I do?

Please contact us immediately so we can cancel the purchase.

How to register my software?

By the Help Menu, click "Enter License Code...” enter your name and license code in the corresponding box to finish the registration. Note: since the license code is case and alphanumeric-sensitive, please COPY and PASTE the code, make sure there are no spaces in between, before or after the code.

I entered the license code you sent me, but the software said "Registration info is invalid". Why?

There are several possible reasons for the failed registration.
1. This may be caused by entry error. Copy and paste the license code to avoid errors. Make sure there are no spaces in between, before or after the code.
2. License code is for another version, but you used it to register for a higher version.
3. There are Windows and Mac versions, you might have ordered the other version for your system. Please note that they are completely two different products and get different license code for each.

What's your Upgrade Policy?

Being a registered user of mediAvatar Software Studio, software you purchased are automatically updated of tweaks and minor changes - free of charge. If you wish to UPGRADE software (e.g. from Basic to Ultimate version), a software upgrade fee is charged.

I’ve acquired a new computer, am I able to use my mediAvatar software with the new computer?

Uninstall the software from your old computer. And then download the version you purchased from our website at http://www.mediavideoconverter.com/download.html or use the CD you purchased to install it on your new one. Use the same registration information you were given with to register the full version.

Do I need to re-register after I re-install the software?

Yes. You need to re-register after you re-install the software.

I lost my license code, can you send it again?

Sure. Please write to us at sales@mediavideoconverter.com, and please enclose your order information (such as Order ID, E-mail address and name you used when you purchased etc.) so we can track your account in our database.

When I placed order via Emetrix platform, I found that I was charged for Registration Backup Service. What is it?

The Registration Backup Service is offered by Emetrix which backs up your registration information. With this service, Emetrix retains a backup copy of your registration code, for a period of a year, should you need it again in the event of loss, a computer crash, virus, etc. If you don't need this service, you need to uncheck this option before you complete your purchase. If you purchased it by mistake, you can contact us for help.

Am I entitled to a refund?

A 'try-before-buy' version lets you make the best purchase decision and make sure that the product is compatible with your computer system and meets all of your specific requirements. We also encourage you to explore the product web pages to obtain comprehensive product information before purchasing the full version.

Before you purchase a product, please choose carefully and make sure you buy the right program. Once purchased, we could not offer refund without valid and legitimate reason. If you encounter problems that we are unable to resolve, please contact our Sales Team at sales@mediavideoconverter.com for a refund request within 30 days of the receipt of the product. Additionally, a refund request will be rejected if we offer another software that can fix the issue that the previous product purchased cannot.