Symantec.com > Store > Store Services > FAQ

Frequently Asked Questions

Order Status

How do I check the status of my order?

Look up your order here.

Purchase Information

How do I place an order in the Symantec Store?

Visit the Symantec Business Store and select the product(s) you wish to purchase. Alternately, you can also view a listing of products available for online purchase. We also offer comparison tools and guides in the store if you need assistance in selecting the right products.

What is a Software Version Upgrade and who is eligible?

A Software Version Upgrade is a new version of software available for free to customers with current maintenance/support for their existing version of the software. It is available on the date of the release of the new software. Symantec will notify eligible customers of this entitlement.

Customers who do not have current maintenance/support, have an opportunity to purchase the software version upgrade for qualified products at a discounted price.

For more information on upgrading products, please click here.

What is the status of my order?

Track the status of your orders here.

Do I pay sales tax?

Sales taxes will be charged in all the states except Alaska and Wyoming for US orders. Canada GST/HST tax will be charged on Canada orders.

What are cookies and should I enable them in my browser?

A cookie is a small file created by a website to store information. It is a safe way to enable a more personal online shopping experience by recognizing your browser and shopping cart. Our system encrypts all cookies and it cannot be read by any other web page. Symantec does not have access to any other information on your computer or network and adheres to strict privacy policies.

If you would like to place an order with the Symantec Store without enabling cookies, feel free to speak to a Symantec Store Representative at 1-877-294-5255.

Privacy and Security

What is your privacy policy?

Symantec’s Privacy Policy can be viewed at http://www.symantec.com/en/ca/about/profile/policies/privacy.jsp.

Support

How do I download?

The download can be initiated from the order complete page of your online purchase or through your Order Status lookup in which you will use your order number and email to access order details and product download. You would begin the download process through the “Download Software” button.

How do I activate my product?

For most products, you will receive a license key following your purchase via email which you will use to activate your product.

What is the refund policy?

Refund requests submitted within 30 days from the purchase date and for less than $5,000.00 (USD) are eligible for a refund. Refund requests for less than $5,000 (USD) that are submitted between 30 and 60 days from the purchase date will only qualify for an exchange that is of equal or greater value.

Exception:
On-demand training must be cancelled prior to activation. There are no cancellations or refunds when training courses are purchased as a part of a training bundle. Symantec will not honor refund requests after 12 months from date of purchase. Exchange of any Symantec online on-demand license for the same material on CD-ROM is prohibited.

To review the complete details of the refund policy or to request a refund please click here.

How can I get in touch with Customer Care for non-technical support issues?

You can visit Customer Care or call 1-800-721-3934, Monday through Friday, 5 a.m. to 5 p.m. (Pacific Time)

How can I get in touch with Technical Support?

You can visit Technical Support or call 1-800-342-0652 and have the following information ready:

12-digit Support ID
Full Customer Name
Primary Case Contact Name/Phone/Email
Product and Version
Platform/OS Version

Still need help? Contact the Symantec Store: 1-877-294-5255. Monday through Friday, 5 a.m. to 5 p.m. (Pacific Time)