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Frequently Asked Questions Frequently Asked Questions

  1. Who do I contact if I have a problem or need support?
  2. What payment methods do you accept?
  3. What if I am having trouble downloading products I have purchased?
  4. I don't like using my credit card online, is there another way to pay?
  5. How can I calculate shipping rates for my order?
  6. I am a flight simulation software author or publisher. How can The FlightSim Store help me distribute my products?
  7. I am an AusFlightSim member, can I get a discount?
  8. Is there a way to get download purchases posted to me on CD/DVD?
  9. When am I able to download the products I've purchased?
  10. Where can I find my download links?
  11. What does the status of my order mean?
  12. Product validation fails for a product that uses The FlightSim Store wrapper purchased before January 2007. What can I do?
  13. Where is The FlightSim Store located?
  14. Can Captain Sim products be activated on a PC not connected to the internet?
  15. I'm getting error #11 when trying to install Captain Sim products, what can I do?
  16. What Download Speeds Will I Experience?
  17. Do you have an affiliate program?
  18. How do I purchase a StoreBucks Voucher?
  19. How do I send a StoreBucks Voucher?
  20. How do I purchase items using StoreBucks?
  21. How do I redeem a StoreBucks Voucher?

  1. Who do I contact if I have a problem or need support?
    For all sales support queries or problems with The FlightSim Store wrapper, please contact the store via email by clicking here. Please make sure you give as much information as possible in the email. You may also contact Live Sales Support by clicking the icon in the upper right column.
    For product support queries you should contact the author/publisher directly. Check the product documentation or item description to find out how to contact them.

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  2. What payment methods do you accept?
    We currently accept the following methods of payment:
    · Visa, Mastercard, Amex or Diners credit and debit cards via Eway
    · Visa or Mastercard credit and debit cards via PayPal
    · Instant payments from your PayPal account
    · Cheque or Money Order in Australian Dollars Only
    · Direct Deposit Bank Transfer
    · Cash on Delivery - Available only for standard Australia Post or Local Delivery shipping methods. Additional fee of AUD $10.90 applies when an Australia Post shipping method is selected

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  3. What if I am having trouble downloading products I have purchased?
    Considering the still unreliable nature of the internet we understand that many customers may have problems transferring their download products. Especially when on a dial-up internet connection. We've solved this problem with our Digital Media Service (DMS). For a small fee the DMS allows you to have your download products delivered on CD or DVD-ROM. For more information about the DMS please click here.

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  4. I don't like using my credit card online, is there another way to pay?
    While the credit card payment options we provide are quite secure, other payment options include bank deposit, bank cheque, personal cheque, money order or cash on delivery. We also can accept orders mailed or faxed to us using our mail order form.

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  5. How can I calculate shipping rates for my order?
    There are two ways to calculate shipping charges for your order. The easiest way is to simply add items to your cart and proceed to the checkout where these charges will be displayed. Alternatively you can use our Shipping Rate Calculator to determine the estimated delivery charge based on the total weight of the products on your order. The product weight is displayed on all pages which lists products, such as category listings and search results.

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  6. I am a flight simulation software author or publisher. How can The FlightSim Store help me distribute my products?
    See our page for authors and publishers by clicking here to find out how we can help you with product distribution and marketing.

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  7. I am an AusFlightSim member, can I get a discount?
    Yes. All AusFlightSim (http://www.ausflightsim.net) members are entitled to receive a 5% discount on all purchases of $10 or more. To claim your discount simply enter the coupon code AFSMEMBER during checkout. To ensure the discount is applied successfully the email address registered with The FlightSim Store must match the email address you used to register with AusFlightSim. This will be confirmed before the discount can be applied.

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  8. Is there a way to get download purchases posted to me on CD/DVD?
    Yes, the Digital Media Service is provided for this specific purpose. Add this service to your shopping cart and we will send your download purchases along with any relevant registration details on a CD or DVD. Please note, these are not the same commercial disks you will find for sale in the stores.

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  9. When am I able to download the products I've purchased?
    Links for download products are only active after payment has been processed. This means your order status must be at least Processed. The links can be found at the bottom of your order history pages. When they are active there will be a visible Download button you can click to begin downloading.

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  10. Where can I find my download links?
    Download links can be found at the bottom of the order history screen for each particular order. You must be logged into your account to view details of your orders. Remember also that download links may have an expiry and maximum number of download attempts.

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  11. What does the status of my order mean?
    An order can go through several changes in status, each of which are outlined below.

    Pending: Indicates that payment has not yet been received or cleared.
    Preparing: Your order was saved before payment processing but payment has not yet been received. Orders in this status are generally deleted within a few hours if payment is not completed.
    Processed: Payment has been received. In the case of download purchases you will now have access to download your files. Orders in this status may have also been partially dispatched for delivery with some items remaining on backorder.
    Invoiced: The order has been invoiced and one or more items are being dispatched for delivery.
    Backorder: Some or all items on your order are awaiting stock to arrive before they can be shipped.
    Completed: The entire order has been dispatched for delivery and has left our warehouse. This status also indicates that at least one attempt has been made to transfer download purchases. Locked: Your order has been locked pending an internal verification process which should be completed within a few hours.

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  12. Product validation fails for a product that uses The FlightSim Store wrapper purchased before January 2007. What can I do?
    In January 2007 changes were made to product codes for most existing products. These changes affect those products that use The FlightSim Store wrapper. If you are experiencing problems with product validation you should contact us providing your existing registration details (Order Number, Order Date, Registration Key). We will issue you with a new registration key and access to re-download the product from our servers so that you may successfully install it again.

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  13. Where is The FlightSim Store located?
    Our office is located in near Shellharbour just south of Wollongong, New South Wales, Australia. We ship worldwide to virtually any location.

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  14. Can Captain Sim products be activated on a PC not connected to the internet?
    In most cases yes. Please see the Captain Sim support website for more information.

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  15. I'm getting error #11 when trying to install Captain Sim products, what can I do?
    Error #11 relates to a change that Captain Sim has made to their product activation system. Please visit the Captain Sim support website at http://www.captainsim.com/support for information on how to fix this problem.

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  16. What Download Speeds Will I Experience?
    Your Instant Downloads are stored and delivered via a state-of-the-art Edgecast Content Delivery Network (CDN) that will enable you to download as fast as your internet connection will allow. Theoretically our CDN can deliver 3000 simultaneous 15 Mbps downloads at full speed. Even at the busiest times our server only runs at <1% capacity so you should never have a problem with slow download speeds. If you do, please contact your ISP as there could be problems with your connection. Often a reboot of your cable/ADSL modem and PC will solve any slow download speed problems.

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  17. Do you have an affiliate program?
    Yes we do. If you are a webmaster of a flight simulation related website you can join The FlightSim Store Associate Program. Once signed up you simply place personalised links to products in our catalog on your website and when your visitors click those links and make a purchase you will receive a portion of the total sale amount. For further details about our Associate Program please click here.

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  18. How do I purchase a StoreBucks Voucher?
    StoreBucks Vouchers are purchased just like any other item in our store. You can pay for them using the stores standard payment method(s). Once purchased the value of the StoreBucks Voucher will be added to your own personal StoreBucks Account. If you have funds in your StoreBucks Account, you will notice that the amount now shows in the Shopping Cart box, and also provides a link to a page where you can send the StoreBucks to someone via email.

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  19. How do I send a StoreBucks Voucher?
    To send a StoreBucks Voucher you need to go to our Send StoreBucks Voucher Page. You can find the link to this page in the Shopping Cart Box in the right hand column of each page. When you send a StoreBucks Voucher, you need to specify the following: The name of the person you are sending the StoreBucks Voucher too. The email address of the person you are sending the StoreBucks Voucher too. The amount you want to send. (Note that you don't have to send the full amount that is in your StoreBucks Account.) A short message which will apear in the email. Please ensure that you have entered all of the information correctly, although you will be given the opportunity to change this as much as you want before the email is actually sent.

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  20. How do I purchase items using StoreBucks?
    If you have funds in your StoreBucks Account, you can use those funds to purchase other items in our store. At the checkout stage, an extra box will appear. Ticking this box will apply those funds in your StoreBucks Account. Please note, you will still have to select another payment method if there is not enough in your StoreBucks Account to cover the cost of your purchase. If you have more funds in your StoreBucks Account than the total cost of your purchase the balance will be left in your StoreBucks Account for the future.

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  21. How do I redeem a StoreBucks Voucher?
    If you receive a StoreBucks Voucher by email it will contain details of who sent you the StoreBucks Voucher, along with possibly a short message from them. The Email will also contain a link to redeem the voucher. You will need to Login or Create an Account before you can redeem the StoreBucks Voucher.
    There are various ways you can redeem the voucher:
    1. By clicking on the link contained within the email for this express purpose. This will take you to the store's Redeem Voucher page. You will then be requested to create an account or Login, before the StoreBucks Voucher is validated and placed in your StoreBucks Account ready for you to spend it on whatever you want.
    2. During the checkout procces, on the same page that you select a payment method there will be a tick box and button to redeem your StoreBucks balance against that purchase.

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