Customer Service

How can I order online as a new customer?

Please be sure to carefully fill out all personal information fields in the order form.

It is especially important to enter the correct e-mail address because all important information regarding your order, your receipt, and generally the product you ordered itself, will be sent to this e-mail address. We recommend carefully entering the address twice to avoid any errors and to avoid delays in processing your order.

Lastly, please select your payment type, and confirm all entries by clicking on "Continue". On the next page, you can review your order.

Click on "Place Order" to submit your order. You will then see a final order confirmation page.

You can print out your own invoice. Click on "My Account" for Access. A copy of this receipt will automatically be e-mailed to you together with your order confirmation.


For more information - and to contact our support team, go to: The Art of Service Support Portal


How can I pay for my order?

You have a couple of choices for payment, however all online store sales work on a pre-payment model so we need to receive payment before we release the products. Depending on your chosen payment option this might be instantly or take up to 28 days:

  • Mastercard Credit Card: Instant download. The link to your electronic product is provided in your invoice / receipt
  • VISA Credit Card: Instant download. The link to your electronic product is provided in your invoice / receipt
  • AMEX Credit Card: This card is processed within PayPal
  • Purchase Order / Invoice: (for orders of $250 or more) These invoices are processed in USD and a $40 administration fee is added to the total amount payable. Invoicing takes place between 8am and 4:30pm Monday - Friday Australian Eastern Standard Time (Brisbane) and products are shipped as soon as the money has been deposited into our bank account. From experience, this can take up to 28 days (depending on the country of origin as the money will have to be transferred into an Australian bank account).


How do I order online as a returning customer?

When you placed your first order via's systems, a customer account was automatically created for you. For this customer account, your login information consists of a user ID and your password.

Generally, you select your own password when you decide to create a customer account. You can reset your password at any time by clicking on "Request your login information" in the Customer Care Center.

When you return to's systems to place an order, you will generally be asked for your login information at the beginning of the order process. Once you enter your user ID and password, our system will recognize you, and you will be able to view and/or correct your personal data directly, which will speed up your order process.


How can I order through your customer service?

Please note that online orders are processed automatically and therefore more quickly than orders placed by e-mail, or phone, because processing is not dependent on our customer service center's business hours.

If you would still prefer to place an order using one of these options, please include the following information:

- The product name and, if known, the specific product ID

- The quantity you wish to order

- The name the product license will be issued to

- Your billing address and your delivery address, if different

- Your phone number and your fax number, if available

- The e-mail address to which the order confirmation and invoice should be sent, and your e-mail delivery address, if different

- Your selected payment option and currency

If you include all of the required information, your order can be processed immediately by our customer service team.

Customer Service

The Art of Service
GPO Box 2673
Brisbane QLD 4001,  Australia
Phone: +61 7 3205 2596

"My account" - What data can I find here?  

View an overview and details of the orders placed via your customer account here. Here, you can view your order status, print your invoices, change your account information, and more. For certain products, you can also access lost product data, such as license keys or download links.  The login option you choose for "My account" determines which orders are displayed.

User ID and password - How can I get my data?  

You can request your data at two locations:   Click the "Request your login information" link on the "My Account" login page. Please enter the e-mail address you used with your order, and submit your request. A few moments later, you will receive your user ID to the e-mail address you entered and a unique link to our website where you can reset your password.    

If you have the option of logging in as a returning customer in the order process, you can request your data by clicking the "Request your login information" link. After that, follow the instructions above.

Who should I contact with questions about my order, payment, or delivery?  

Our customer service will be happy to assist you.   
To contact us immediately, please click "Contact Us" at the bottom of this page. Your message will be transferred directly to the appropriate customer service department and will be answered as quickly as possible.   

How can I contact your customer service?  

Please click "Contact Us" at the bottom of this page. The contact form displayed there will give you the opportunity to send us a written message by e-mail. The message will then be forwarded to the responsible department within our customer service unit and answered as quickly as possible.   


How secure is the order process?  

The The Art of Service order process is protected via a secure connection so that the data sent to the recipient can only be read by the recipient. Important information such as credit card numbers, addresses, etc. is sent to the recipient securely via the Internet.   

All of the data entered on the protected pages is encrypted using the SSL (Secure Socket Layer) protocol. Our servers support SSL Version 3 and 168-bit Triple DES encryption. The RSA module and SSL sessions feature 1024-bit encryption.   
You can tell that SSL is activated if you see that the URL displayed in the address bar begins with "https:".  

Will my personal data be passed on to third parties?  

No. We assure you that your personal data will not be passed on to third parties, sold, or rented. your payment information will be treated as strictly confidential and forwarded neither to third parties uninvolved in payment processing.

What exactly will I receive if the product is delivered by e-mail?  

Typically a download link for the product you ordered. This link will be attached to the invoice/order. To provide the latest version of your purchase the link maybe sent within 12 hours of your purchase.

How can I cancel my order? I have not paid yet.

If no payment is received for an order paid for by wire transfer or cash, the order is suspended in our system. The product will not be delivered. We will remind you about this open order by e-mail, so that you can either make a payment or cancel the order yourself using the link contained in the e-mail.

How can I cancel my order? I have already paid.

For questions about a cancellation, please contact our customer service team in writing (by e-mail) and briefly explain why you would like to cancel the order. Go to "Contact Us"

Your request will be reviewed within 2 business days. We will notify you of the result by e-mail. Any credit will be refunded to your credit/debit card, if used when ordering.

Refunds for "Toolkit Downloads" are to be made within 48hrs of placing the order  all other refunds within 7 days.
What do I need to know before downloading a product?  

Using one or more of the following products can interfere with the download of your purchased product. It may be necessary to deactivate the relevant product for the duration of the download.     

Firewall products  
A firewall monitors the data traffic passing through the firewall to protect the network behind it from unauthorized access. This means that a firewall can also prevent downloads from unauthorized Web sites.   

Antivirus products  
This software searches for, blocks, and removes computer viruses, worms and other unknown and possibly malicious programs. An antivirus product can therefore also block a download.   

Download monitoring products  
This is special software that monitors downloads of any kind. These products can also interfere with or stop a download.    

Screen savers  
In some cases, screen savers can interfere with downloads. We recommend that you switch off your screen saver while downloading your product.

How do I download a product?  

After payment is received, you will see a link on the order completion page that will take you to the product download. You will also find this download link in the delivery e-mail that you receive from us after payment is received.  

You will typically perform the following steps:    

- If you click on this download link or copy the download link to your browser's address line and press Enter, a window will open in your browser asking you where you would like to save the file.   Save the file on your system at a location where you will be able to find it, and give it a name you will be able to remember. We recommend that you save the file to your 'Desktop' so that you can easily find and open the product after downloading it.  

- As soon as the download begins, a status bar will appear in a popup window that graphically shows you the progress of your download from 0 to 100 percent.   

- After completely downloading your product, go to the location where you saved your file. Double-click on the icon or on the zipped or executable file to start installing the product.

I finished downloading a product. Where can I find it?  

When the download starts, a window will generally open so that you can set the path and location where you want to save the file via "Save" or a similar context menu. Select a file location and/or a file name you will be able to remember easily.   If you have forgotten the file location, but you remember the file name, you can search for the file on your system.   We recommend that you do not change the file names to avoid any problems during installation.

I don't have a download link. Can I still download the product?  

In this case, please check the following options:  You paid for your order less than 30 days ago.   In this case, you also received the download link less than 30 days ago. You will find the download link in the password-protected "My Account" area under "Details" for the applicable order.   You paid for your order and received your download link more than 30 days ago.   In this case, please use the contact form  to contact our customer service.

Can I use my free e-mail address?  

You will receive important information and receipts via e-mail. Most product deliveries are handled via e-mail as well. You are welcome to use your free e-mail address when placing your order.   

Can I enter different addresses for billing and delivery?  

You can indicate different addresses for billing and delivery for both online orders and for orders placed with customer service.   We will first need your billing address, but you will be able to enter a different delivery address at a later point in the order process.     All notifications regarding your order and payment will be e-mailed to the billing address indicated. The product, however, will be delivered to the delivery address, typically via e-mail.      For credit card orders, please note:   In the order process, please enter the credit card owner's first and last name exactly as shown on the credit card. This will ensure that your payment is processed without delay.

I received a coupon code. How can I redeem it?  

The publisher can provide you with a coupon code to offer you a discount on a future purchase. Coupon codes apply to specific products defined by the publisher and typically consist of a sequence of letters and numbers.   After selecting your payment type in your online order, enter your valid coupon code in the field labeled "Your coupon code". Your coupon is applied after you have completed entering your data and have been redirected to the next order process page.   If you place your order with our customer service, please enter your coupon code in addition to your other information so we can apply the coupon to your order.     The coupon cannot be redeemed after the order has been completed.
How can I obtain a written quote?  

Our customer service is happy to send you a quote upon request. Prices noted in the offer are non-binding and may be subject to currency fluctuations. Quotes are valid for 14 days. If a quote is not processed as an order within this period, it will be automatically cancelled in our system.   Please use "Contact Us" below to request a written quote.


How can I place a purchase order?  

As a corporate client, you can generally order using a purchase order for purchases of US$450 and up. Unfortunately, we are unable to accept purchase orders from private customers.    Please mail us your official order on company letterhead with a valid signature or company stamp. As The Art of Service will be processing your order, please make your PO out to The Art of Service. Please include the following information so we can process your order more quickly:      
- The product name and the specific product ID, if known  
- The number of items desired  
- The name the product license will be issued to  
- Your billing address and your delivery address, if different  
- Name, phone and fax number of the contact person for your order  
- The e-mail address to which the order confirmation and invoice should be sent, and your e-mail delivery address, if different  
- The requested billing currency      

If you include all of the required information, your order can be processed by our customer service team as soon as possible. You will receive an order confirmation to the e-mail address provided once the order has been processed.     

All orders processed through a Purchase Order are charged an extra $40 administration fee. Products will be shipped upon receipt of the money into our bank account; this can take up to 28 days depending on the inter-bank processes. For a more timely delivery of your educational resources we recommend purchasing by VISA or Mastercard credit cards.

Please note:
*Products will not be delivered until payment is paid in full.
*All bank charges and fees are to be paid by the payer.
*Any unpaid monies will delay delivery of the product.

All of the information listed above is required to process your purchase order. Any missing information can lead to a delay in processing your order.        

Customer Service:   

The Art of Service
GPO Box 2673
Brisbane QLD 4001,  Australia
Phone: +61 7 3205 2596

What currencies do you accept?

All items are priced in USD.

How will I receive my invoice?

An invoice for your order will be issued only after payment is received. For orders paid by credit card or direct debit from your bank account (electronic debit or online wire transfer), we will issue an invoice immediately. For orders paid by wire transfer, check, or cash, you will first receive an order confirmation, and the invoice will be issued after payment is received. In any case, we will automatically e-mail your invoice or order confirmation to your billing address. The order documents are sent with the e-mail as PDF attachments.

In addition, you can view and print your order documents at any time after completing your order. Just log on to the secure "My Account" area. You will find an overview of your orders and all accompanying documents there.

What is this charge on my credit/debit card?  

You have placed an order for a product - typically, a software product - via the Internet. Your credit/debit card has been charged by The Art of Service. You should have received an e-mail confirmation at the time the card was charged.    The Art of Service handles payment processing's orders. If you still have questions about a credit/debit card charge, please contact our customer service team.

Mastercard, Visa and PayPal cards are charged in USD.

AMEX cards are processed in PayPal.

Please be aware that your credit card company or bank may add additional charges on top of our purchase price which is out of our control and not the responsibility of The Art of Service. We guarantee that we charge your card to the amount published in our online store.

Why was my payment declined?  

Several reasons may have caused the payment for your order to be declined:   
Credit card payment: After an internal review for protection against the illegal use of credit card data it was determined that your order cannot be processed any further.   Furthermore, your information may have been entered incorrectly, or there may have been technical problems during the transmission of your data resulting in your order not having been paid.     

Online wire transfer or PayPal payment: Due to a lack of feedback from a third party, such as your bank, your payment could not be confirmed.  

In all cases, The Art of Service will notify you of your order and payment status via e-mail.

How can I change my credit card information?  

To change your card data, log in to "My Account" in the Customer Care Center. Go to Account Information > Credit Card Information and click on "Edit". After clicking on this button, you can enter your new credit card information on the following page.  

Please note that you can change your information in the "My Account" area, but it will not be displayed to you.

How can I change the payment type for my order?  

You can change your payment type for orders for which payment has not been received. Generally, this applies to wire transfers (not online wire transfers), check or cash payments, or if your credit card payment has been declined.     You can change the payment type for your order using any of the following methods:     
Password-protected "My Account" area:   Log in to the password-protected "My Account" area and open the applicable order. Check Payment type and Payment status under "Details" to find out whether your payment has already been received. If we have not yet received your payment, you can still change your payment type. Click on the link to return to the order process and select the desired payment type for this order.     

Customer Service:   Use the contact form  to contact our customer service staff.

How do I pay by credit card?

Compared with all other payment types, paying by credit card ensures the fastest order processing.

We accept Visa, MasterCard and American Express(PayPal).

Products will be delivered after your order has been entered in our system and your credit card has been charged. Products to be delivered electronically will generally be available to you immediately or no more than 48 hours later; physical delivery of products will generally be initiated immediately.

How do I pay by wire transfer?

Please contact us for wire transfer options.

How can I pay for my order using PayPal?

You can use PayPal to pay for your order even if you do not yet have a PayPal account.

If you select the 'PayPal' option in the order process, you will be redirected automatically to PayPal's Web site. You can then log in to PayPal as usual or set up a PayPal account to pay for your order. During the payment process, all information will be exchanged in encrypted form exclusively between you as the account holder and PayPal's Web site. After the transaction has been successfully completed, you will be returned to the share-it! order pages.

Products to be delivered electronically will generally be available to you immediately or no more than 48 hours later; physical delivery of products will generally be initiated immediately.

What will happen after I place my order online?

You will immediately receive confirmation of the transaction after entering your order online. You will also receive confirmation by e-mail. The confirmation contains all of your order information, including your invoice or receipt.

If you selected the credit card (VISA or Mastercard) or Paypal payment option during the order process, your product will be delivered immediately or within 48 hours in the case of delivery via e-mail. If you ordered a physical product, shipping via postal mail or parcel service will be initiated immediately.

If you selected a different payment type, you will receive detailed information with your order confirmation on how to make your payment. You will receive your product after payment has been received.

If you fail to receive a confirmation after submitting your order, please contact our customer service team.

When will I receive my product to be delivered by e-mail?

Product delivery depends on the payment type you selected: You paid by credit card or Paypal.: If your order is delivered by The Art of Service, you will receive the product immediately with your order confirmation. If you have selected a different payment type, the delivery will be initiated as described above as soon as we receive your payment. You will receive an e-mail confirmation when your payment is received.

When will I receive my product to be delivered by postal mail or parcel service?  

If The Art of Service is responsible for delivery, we will immediately forward the delivery order to our fulfillment center. The fulfillment center prepares the shipment and sends it to you via postal mail or parcel service. Shipping can take approximately 10-25 business days.

Who should I contact with technical questions about a product?  

Please contact us directly for all technical questions about the product related to features, configuration, compatibility and upgradability using the "Contact us" form below.

Who should I contact with general questions about a product?

Our customer service is glad to help you if you are unable to find general information such as prices and delivery options on our Web site.

Click on "Contact Us" at the bottom of this page to go to our contact form. The message will then be forwarded to the appropriate customer service department and answered as quickly as possible.