FAQ Avangate

Updated 12 January 2009

PURCHASE, DELIVERY, ORDERING
FREQUENTLY ASKED QUESTIONS
(FAQ)

HOW IS Over Flanders Fields: Between Heaven and Hell SUPPLIED?

"Over Flanders Fields:Between Heaven and Hell" is currently available ONLY ON DVD.

When you go to "Buy Now" you may see the item listed as "electronic" delivery - please ignore this, it is DVD only.

You may receive emails from the supplier Avangate mentioning electronic download or a licensing email during the order process. Please ignore these, they are NOT applicable to 'Between Heaven and Hell'. This is simply their ordering system which is geared to electronic download normally. Your DVD will be sent instead.

TIME TO DISPATCH?
Currently most orders are usually dispatched within 24 hours (on a business day). Some may take longer for various reasons (issues with orders, misspelt addresses, credit card checks etc).

DELIVERY TIME?
Estimated arrival time is between 4 to 7 business days however please allow up to 10 business days before contacting Avangate.

WHERE IS IT SHIPPED FROM?
Currently the DVDs are shipped from the warehouse in the US.

WHAT IF I HAVE QUESTIONS ABOUT DELIVERY OR MY ORDER?
For any problems regarding payments, or shipping or your delivery, please feel free to contact the Avangate customer care team at support@avangate.com or by phone at +31 88 0000008 (International) or 888-247-1614 (USA and Canada only) available 24/7.
THESE contact details HERE are ONLY for orders and DELIVERY QUERIES ONLY!

If you have been waiting for a delivery some time you can request a tracking number.
(send a mail including your name, order number, and ordering date, to support@avangate.com)
THESE details here are for ORDERS AND DELIVERY QUERIES ONLY!

I DID NOT RECIEVE A CONFIRMATION EMAIL FOR MY ORDER?
If you did not receive an email for a successful order, please check your email program's JUNK or SPAM folder ! Otherwise your order may have not been completed. Contact Avangate.

ANY CURRENTLY KNOWN ISSUES?
Yes a couple, see below

1. Where is my license?

At the time of writing the order confirmation email says "Shortly you will receive an email with detailed product LICENSING”?

Please just ignore that part of the message! There is no need of an email license for the DVD.

Avangate is an ecommerce service provider specialized in supporting software developers or publishers to sell their products online as a download. They help OBD Software sell the OFF BHaH DVD online, and for them it has been a challenge, as they had to adjust several of their systems to support such a particular business model (i.e. NO download).
What you get is a standard email, that Avangate was not able to modify, without impacting on other partners selling only downloadable software, hence you still receive that. We hope that can be rectified in the future.

2 . MY ORDER STATUS SAYS "DELIVERED" WHEN IT IS NOT?
CHECKING ONLINE IT SAYS : “Avangate - Order status Order complete. All products/services have been delivered”

Nearly all DVD's are shipped within 24 hours after the order is placed – so if you check the status of your order online in the Avangate order system, you may see it as "delivered" – although it should read “dispatched" or "shipped”. Please do not worry, just allow the recommended delivery time as above.

UPDATE: 27/01/09 - this should now be fixed.

Florin, from Avangate says:
"Once again sorry for any troubles we might have caused, but I am sure you would appreciate our efforts in helping the OBD Software team to take this “magic” product live.

Sincerely,

Florin Craciun
eCommerce Business Consultant | Avangate"

3 . OK I have waited some time ... can I check the progress of my order?

Yes you can request a tracking number from Avangate. Send a mail including your name, order number, and ordering date, to support@avangate.com.
Note this will only be useful when the item arrives in your country
The email address is for order / delivery queries ONLY.

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