Delivery Policy

1How your order reaches you

The moment your payment is confirmed, three things happen at once.

1. The confirmation screen shows your download links. You can start downloading without leaving the page.
2. An order confirmation email goes to the address you gave at checkout, with the same links and your receipt.
3. If you have an account, the files are added to My account, Downloads.

Normal delivery time is under one minute. During a payment provider delay it can take a few minutes longer, and your order will show as processing until the payment clears.

2Link expiry and download limits

These limits exist to stop links being posted publicly, not to catch you out. If you hit a limit for an honest reason, a new laptop, a lost file, a corrupted drive, write to support@mkttool.com with your order number and we reset it. We do not charge for that and we do not make it difficult.

3Your order has not arrived

Work through this list. It solves almost every case.

1. Check your spam or junk folder, and any promotions tab. Automated order emails land there more often than anywhere else.
2. Search your inbox for the word MKTTOOL rather than scrolling. The email may have been filed by a rule.
3. Check the address you typed at checkout. A single wrong character and the email cannot arrive. Your bank statement will show the charge even though the email bounced.
4. Log in and look under My account, Downloads, if you created an account.
5. Email us at support@mkttool.com with your order number, or with the name on the card and the date, if you do not have the number.

We resend manually within two business days and usually much faster. You will not be asked to pay again, and you will not be asked to prove anything we can see in our own order records.

4Updates to a product you own

When we publish a corrected or improved version of a product you have bought, your existing download gives you the new version, and we email account holders to tell them it is there.

Updates are free. We do not charge for fixing something, and we do not retire a version you depend on without leaving you a way to get it.

5What you need at your end

Our files are standard formats, but they still need something to open them. Each product page lists the formats included and the software required. Check that list before you buy.

• Spreadsheets are usually .xlsx, and open in Microsoft Excel, Google Sheets, LibreOffice Calc or Apple Numbers. Advanced formulas and conditional formatting behave best in Excel and Google Sheets.
• Documents are usually .docx, and open in Microsoft Word, Google Docs, LibreOffice Writer or Apple Pages.
• PDFs open anywhere.
• Slide decks are usually .pptx, and open in PowerPoint, Google Slides or Keynote.
• Larger bundles arrive as a .zip and need to be extracted before use. Most phones and tablets handle zip files poorly, so download bundles on a computer.

A file behaving differently in a program that the product page did not list is not a fault, and is not grounds for a refund. If you are unsure whether your setup will work, ask us before you buy.

6Where we deliver

Everywhere. Because delivery is electronic there are no shipping zones, no customs, no duties and no delivery charges.

The only exceptions are countries subject to sanctions that prohibit us from supplying them. If your country is affected, the order will not complete and no charge will be taken.

All prices and charges are in United States dollars. Your bank converts to your own currency at its rate and may add a conversion fee, which is between you and your bank.