General help

   

 

 

PRODUCT DOWNLOAD INFORMATION

To activate, register, and download your new software just follow these simple steps:

Click the blue Download Products button on your order confirmation page. This button also appears in the confirmation email that is sent to you. Depending on the set up of your browser, you may be asked to log in, so please enter the same email/password used during checkout. If you purchased multiple digital products in your order, you will then see a page with all your digital products here. Click on the grey Download Now buttons for each product in order to obtain your download files.

Follow the instructions on the site, which will guide you through a 2-step registration and activation process. Once you have completed these steps you will receive your product and all associated downloads.

If you need to retrieve your product or downloads in the future, simply log in to your account at account.avid.com.

Learn more about product downloads

 

 

SHIPPING INFORMATION

When will my download/digital product be delivered?

You will typically receive access to your download or digital product immediately after entering your payment info and completing your order. For fastest access, simply click the Download Products button on your order confirmation page, but you can also wait for your confirmation email, or simply log into your account at a later time.

If you have problems accessing your product, please contact customer service at shop.avid@arvatosystems.com. We’ll be able to best serve you if you provide your order number. Please be aware that rental download products cannot be returned once they have been activated.

When will my physical product be delivered?

Orders placed by 10:00 AM US Pacific Time will be shipped the same business day (weekends and holidays excluded). Delivery time will depend on the selected FedEx delivery option. Please note, it is customer's responsibility to pay the customs fees of their country for any order with physical products.
Please be aware that we are unable to deliver physical products to PO boxes or APO/FPO addresses.

You can conveniently check your order status 24/7 by logging into Your Account at account.avid.com.

Alternatively, our customer service staff is happy to help at shop.avid@arvatosystems.com. We’ll be able to best serve you if you provide your order number.

Please note: Delivery of add-on Replacement Discs with free shipping may take up to 4-6 weeks and cannot be tracked.

 

 

BILLING INFORMATION

Who charges my credit card or account?

Arvato Systems charges the credit card or account used for your online purchase. Your statement will show Arvato as the merchant, which has been selected to operate the Avid Store.

The confirmation of the your order is sent to you electronically upon completion of checkout. Please check your email and be sure that any spam filter has not inadvertently blocked your order confirmation email.

Can I request a PDF version of my invoice?

You can receive a PDF version of your invoice via email by contacting customer service at shop.avid@arvatosystems.com. Please provide your order number.

You may manage your billing/shipping address here. Please note, if your order has been completed or already shipped, no changes can be made.

Can I order using a tax exemption number?

We happily honor tax-exempt status if you are eligible for a tax exemption.

For more information regarding tax exemptions and eligibility click here.

Which currencies are accepted?

You can always see which currency is being applied for pricing and ordering in the upper right of the store. USD = US dollars. CAD = Canadian dollars.

Which payment methods can I choose?

We currently accept payment via Visa, MasterCard, and American Express credit cards, as well as PayPal. All payment information is encrypted and treated with the highest data security standards. Please let us know if you would like to see additional methods added, as we're always interested in better serving our customers.

Can I order now and pay on invoice, or using a method like Bill Me Later?

Sorry, not at this time. We currently require payment at time of order.

 

 

ACCOUNT INFORMATION

If I have ordered previously from Avid, can I use my old account?

If you have ordered previously from the Avid Video, Digidesign (Avid Audio), or M-Audio webstores, you can use the same email/password used on past orders. If you have ordered previously from the Pinnacle or Sibelius webstores, please create a new account when ordering from this new, consolidated store.

What if I have forgotten my user name or password?

Your username is typically the email address you used when making your purchase. You can retrieve your password by going to the following link and clicking "Forgot your password?" at account.avid.com.

What information do I receive from the Account area?

When you log in to your account, you can see all the products you've ordered online since 2001, as well as the corresponding download links and activation instructions. You can view the status of any orders placed, and also view and edit your personal details, such as address and phone number.

 

 

ORDER ENTRY INFORMATION

What should I know about error messages?

If you make an incorrect entry while shopping or checking out, we'll let you know what needs to be changed by highlighting the field and displaying a message with additional information. To complete your order, please correct the entry.

Can I use a free email account to place my order?

Sure! You can use any valid email account to place your order.

If buying a download, can I also purchase a backup CD/DVD?

Yes, as long as a backup disc is available for that product. We currently offer replacement discs for some of our main products, such as Pro Tools, Sibelius, and Pinnacle Studio. You can order these discs by visiting Accessories > Replacement Discs > Audio/Video Discs in the Avid store. For other downloadable products, if a backup disc is available, you’ll see an option to add it to your shopping cart once you add the associated product download to your cart. Please be sure to check back regularly, as we’ll be making replacement discs available for more software products—including plug-ins—in the Avid store.

Can I place an order by phone?

You may contact us via email for support: shop.avid@arvatosystems.com. If you are having trouble in placing the order yourself at the time of checkout, provide us with your phone number and the best time to call you and we will help you resolve the issue.

How do I use a coupon?

During the order process, please enter your coupon code in the field titled "Promotional Code (Optional)" Coupon codes are case-sensitive, so if you have a problem please make sure you're entering the code exactly as it appears on your promotion, and check that the coupon hasn't expired.

Can I use a coupon after I have already placed an order?

Unfortunately, it is not possible to apply a coupon after your order has already been placed.

 

 

PRODUCT INFORMATION

Where can I get more detailed information about the products?

If you want to get detailed information about our products you can go to the link below. Select the product you want and you'll be directed to a dedicated webpage that contains comprehensive information.

www.avid.com/us/products/allproducts.aspx

If you'd like to speak with somebody about the product, you can click any of the links below to find a local dealer with valuable expertise on a range of Avid products.

ADDITIONAL PRODUCT & COMPATIBILITY INFORMATION

Digidesign (Avid Audio) Product Information and Links
Pro Tools Information and Links
Avid Product Information and Links

 

 

AVID TECHNICAL SUPPORT

How do I get help installing or operating my Avid product?

Hardware and software products are covered by support and warranty agreements as described in the product registration information included with each product. You must register your purchase to receive technical support and warranty coverage.

How do I get help with a third-party product?

Some products available on the Avid Store are not covered by Avid Technical or Customer Support. If you purchase products by Antares, Applied Acoustics, BitHeadz, IK Multimedia, INA-GRM, McDSP, Serato, Sibelius, or Wave Mechanics, please contact these companies directly for support.

Where can I get support in case of technical difficulties?

For assistance installing or operating your products:

  • Please visit Avid Technical Support (on this page you'll have an option to change your country/language preference) or our Support Center.
  • Select your product group: Pro Tools (Avid Audio), M-Audio, Pinnacle, Sibelius, or Video. You will now find a link to the knowledge base, and options to submit a case for technical assistance

You can also click here to go directly to the knowledge base.

 

 

WHO IS ARVATO SYSTEMS?

Arvato Systems is an authorized online reseller that has been selected to sell products on Avid's behalf. Though this is the official Avid "company store," you become a customer of Arvato Systems upon ordering a product. Please refer to our General Terms and Conditions and Privacy Policy for all details regarding the customer relationship.

 

 

HOW DO I TRACK MY ORDER?

You may view your entire order history by following these simple steps:
  • Go to your account at account.avid.com.
  • Login with your original email and password.
  • Under the Account Management, Orders section click on Store Orders.
  • The link to the right of each order says View Order. Follow that link to find the tracking ID for the order, along with your order information and any associated download materials.
  • You will find your downloads and authorization code/serial number on your order details as well.

Pinnacle customers with orders placed on the Pinnacle shop, can retrieve information about their past order here: http://findmyorder.com

 

 

PREORDER INFORMATION

Pre-orders can only be made with a credit card payment method. A credit card pre-authorization of $1 will be made at the time of the pre-order. You will not be charged for the product until it becomes available and ships. Once inventory becomes available, pre-orders are processed in the order at which they have been placed without any commitment regarding delivery date.

For any questions regarding pre-orders, please email us at shop.avid@arvatosystems.com.

 

 

SPECIAL EDUCATIONAL PRICING

Avid offers excellent pricing options for students and institutions. To take advantage of these great deals, simply visit an authorized Avid Education reseller near you.

Please visit Avid's Educational Program page for further details and information.

 

 

CAN I CANCEL MY ORDER?

You may cancel an order for a shippable product, as long as the order has not yet been finalized for shipping. If you need to cancel your order, please contact our customer care team as soon as possible, and we’ll let you know if that’s still possible. If it can’t be cancelled because your order has been finalized, you may return your order for a refund by following our Refunds and Return process.

You may return any unopened/unused product within 30 days of purchase except for the following types of purchases, which are non-refundable:

  • Replacement Discs (offered with free shipping)
  • Avid Studio In-App Activations
  • Avid Vantage
  • Reference Guides
  • Activated software (digital) rentals
  • Annual Support offerings