Wolfram Store FAQ

Why do I have two separate shopping carts?
Wolfram Research, Inc. employs the services of a number of resellers in many different countries around the world, but not all of our products are available from each reseller. If any item that you wish to purchase is not available from the reseller you chose, then your order will be processed by Wolfram Research and will be treated as two separate orders. Each order will be shipped separately--one from the reseller and one from Wolfram Research. Each shopping cart represents a shipping origin for the items you ordered.

Why do the charges appear in two different currencies?
If your order needs to be processed both by your chosen reseller and by Wolfram Research, your order will be treated as two separate orders. Each order will be processed separately, and your order confirmation may include charges in two separate currencies. The currency used for billing purposes will be determined by the country of origin of each order.

Why do I have two separate charges on my credit card bill?
If the products you ordered have been filled both by your chosen reseller and by Wolfram Research, your order has been treated as two orders and your credit card bill will show two separate charges.

Is the web store secure for processing credit card orders?
Yes, it is. Please see the "Safe Shopping Guarantee" section on the page about the store.

If I don't want to use my credit card, are there alternative methods of billing or payment when ordering from the web store?
No, there aren't. All orders made from the web store must be made with credit cards, and we offer a secure web site. If you would like to order directly from Wolfram Research, Inc. or any of our resellers, contact our Customer Service department by sending email to orders@wolfram.com, by calling 1-800-WOLFRAM (965-3726) (U.S. and Canada) or +1-217-398-5151, or by sending postal mail to:

Wolfram Research, Inc.
100 Trade Center Drive
Champaign, IL 61820-7237

If you would like to contact your local reseller directly, please see the list of Mathematica International Resellers for contact information.

Are there additional charges if my order is shipped internationally?
Wolfram Research will provide all of the documentation required by customs for shipment. However, customers are responsible for all duties, taxes, and applicable value-added taxes (VATs).

Do you offer overnight shipping?
Orders being filled completely by Wolfram Research, Inc. can be shipped overnight. However, orders that involve an international reseller do not have on overnight option. Each reseller offers a variety of shipping options. Orders require a minimum two-day in-house turnaround time before shipping. Please keep this in mind when choosing a shipping method.

What is your return policy for damaged goods?
All order inquiries regarding damaged goods should be sent to Wolfram Research or your local reseller. After you submit your order, you will receive email containing contact information and the web order tracking number of your order. Please print and save this for your records. The contact information depends on the shipping origin of the items you ordered and will vary; both Wolfram Research and your local reseller may be involved in filling your order. When contacting Wolfram Research and/or your local reseller, use the contact information given in the order confirmation email you received. In your communication, please describe the damage, refer to the web order tracking number, and include all correspondence regarding your order. Wolfram Research Customer Service and your reseller will handle each situation individually and promptly.

Whom do I contact if there are problems or delays with my order?
Please contact Wolfram Research or your local reseller. Whom you contact will depend on the shipping origin of the items you ordered. After an order has been placed, you will receive email containing contact information and the web order tracking number of your order. Please print and save this for your records, and refer to the tracking number in any communication regarding your order. To contact either Wolfram Research or your local reseller, use the contact information given in the order confirmation email you received.

What do I do if I want to change or cancel my order after it has been submitted?
After you submit your order, you will receive email containing contact information and the web order tracking number of your order. Please print and save this for your records. The contact information depends on the shipping origin of the items you ordered and will vary; both Wolfram Research and your local reseller may be involved in filling your order. When contacting Wolfram Research and/or your local reseller about any change or cancellation in your order, please use the contact information given in the order confirmation email you received and always refer to the tracking number in your communication.

What's the difference between buying a downloadable product and buying a physical copy?
There is no difference in the actual software product. Buying a download gives you almost instantaneous access to the product, whereas physical products can take several days to arrive and are subject to shipping charges. When you buy a download, you do not receive some additional materials that are included in that product's shipping box. However, full documentation for all Wolfram products is available at http://documents.wolfram.com.

What is the CSC and why is it important?
The card security code (CSC) is usually a 3- or 4-digit number that is not part of the credit card number. The CSC is sometimes printed on the back of a credit card, usually in the signature field. On American Express cards, it appears on the front of the card. This code provides a cryptographic check of the information embossed on the card.

American Express
3 or 4 digits on front of card
  Visa, MasterCard, and Discover
last 3 digits on back of card

The security code is only printed on the card and it is not contained in the magnetic strip information nor does it appear on sales receipts or billing statements. You must have the card in your possession in order to find this code. No one can pick up an old receipt of yours and fraudulently use your credit card number if a CSC is required. By giving us your CSC, you assist us in verifying that the order is being placed by you, the card holder.