Pre-Purchase FAQ

Why do I need to verify my order ?

As our company delivers non-tangible products and we take all risks in case of the chargeback, we should verify each order manually. It helps us to protect our customers and us from fraudulent transactions. This verification is one time only.

How long does it take to get the template after the purchase?

It depends on the payment method you choose. If you order the template with credit or debit card or instant payment via PayPal or Moneybookers option than it will take up to 10-15 minutes to get the template.

If you purchase the template via e-check option or a bank transfer it will take several business days for the order to go through.

How do you deliver your products?

Once the order is completed you receive an e-mail with download instructions. Each product is downloaded via a unique download link. We do not ship our products on CD/DVD or other digital carrier.

I have a PO Box. How do I put my billing address?

Just put it into the billing address field on our checkout page.

Please mind if you pay via RBS Worldpay merchant system you need to put in PO in the field *Street Name* and the number of the box in *House or Apartment Number * field.

How do I become a reseller?

You can learn about our affiliate program by visiting this page:
http://www.templatemonster.com/register_aff.php and if you will have any further questions please feel free to contact our affiliate department directly at support@mytemplatestorage.com

Where do I enter the discount code?

Please mind that you may enter a discount code on the shopping cart page in the appropriate field at the bottom of the page.

I need my company data on the invoice. What can I do?

If you want to include any specific information into your invoice (such as company name, VAT number etc), please send your request via e-mail to yan@template-help or billing@template-help.com. You will be assisted within 1-2 business days.

Do you accept Visa (MC, AMEX, Diners club)?

We accept all major credit and debit card types. You will be able to choose the type of your card during the checkout process on-line.

Make sure that your card is allowed for Internet transactions.

Can I pay with credit card?

You can purchase our products with your credit/debit card using one of our merchant systems: RBS Wordlpay, Paypal, Googlecheckout etc. Our payment gateways accept: Visa, MasterCard, Discover, American Express, Dinners, JCB. We recommend using RBS Worldpay to pay with your card.

Alternatively, you may choose PayPal to pay with your card. Please mind that it is not necessary to create a PayPal account in order to pay with your card.

Will I be charged extra if I pay by bank transfer?

Our company does not charge extra fees if you pay via bank transfer. It may be possible that your bank inflicts additional fees.

Will I be charged for the template only once?

Please mind that the payment for your template is a one-time charge. No additional fees apply.

How long does it take for the order to go through if I pay via bank transfer?

It depends on the chosen merchant system. Usually, an ETA for your payment can be reflected in your transaction receipt from the merchant system. Please, mind that a bank transfer is not an instant payment option and be ready to give about 2-5 banking days for a transfer to be cleared.

Can I pay via bank transfer?

You can pay for the template by means of a bank transfer (including your domestic payment options) via RBS WorldPay or Moneybookers merchant system. Please choose one of these payment options during the checkout process and follow the instructions.

Please mind that these options are available not for all countries. You may also place an order via eCheck with PayPal which will allow you to use bank transfer to fund your PayPal account. If you need any specific advice, feel free to contact billing@template-help.com

Purchase process

Amex doesn’t process my international payment. What do I do?

Please contact them directly and ask them to unblock this transaction from their end. If you do not wish to unblock your card for international transactions you may pay with AMEX via Paypal merchant system with the card directly without creating the account with them.

How do I pay with Webmoney?

You can pay via Webmoney either by choosing Webmoney option or Robox option on our checkout page.

I paid via Moneybookers and have not received anything. What is the problem?

Since Moneybookers merchant system supports different types of payments there may be several reasons for this:
If you paid via bank transfer it may take several business days for the order to go through. We will send you the product as soon as we receive a notification from the merchant system that the transfer is completed.

If you paid with the credit card and your order status shows Registered but not paid and you are sure that money was taken from the card please send us the screenshot of your Moneybookers account showing the completed transfer to mb@template-help.com and we will send you the product shortly. *Please mind that your Moneybookers account is created automatically during every purchase*

I paid via Googlecheckout and have not received anything. What is the problem?

It may take some time from Googlecheckout to process your card. Usually it takes from several minutes up to 6 hours, it depends on GoogleCheckout and we can’t speed up this process. They may also decline your card and send you the request to provide them with the new one. In this case they should send you an e-mail with this request.

I paid via PayPal and have not received anything. What is the problem ?

This might happen if you initiated the eCheck transaction via paypal. In this case it will take several business days for the order to go through. The ETA for clearing can be checked in your paypal account.

How do I process my card via PayPal ?

You can purchase the template with the card without creating the account with PayPal. To do this please choose PayPal option on the checkout page and press *Don’t have PayPal account?* on the next page. Than follow the instructions on-line.

PayPal does not approve my transaction. What do I do?

If you still want to place your order via PayPal , you need to know which payment methods are available when sending money :

When you pay , the first thing PayPal will do is check your PayPal balance to see if you have enough to cover the payment. If you do, they will use your balance to make the payment. If you don’t have money in your balance, you can choose to pay directly from your bank account or your debit or credit card.

To make sure you’re using the payment method you want, click or before you send your payment.

* PayPal Balance
* Instant Bank Transfer
* eCheck (takes 5 – 7 business days)
* Credit or debit card

Payments using PayPal balance, credit or debit cards and Instant Bank Transfer methods will be credited to the recipient instantly.

eCheck might take 5 – 7 business days to clear.

In case you continue having problems with the payment, please contact billing@template-help.com for further assistance.
You may also contact PayPal support using contact details from your PayPal account contact area.

My payment via RBS Worldpay doesn’t go through because my card is not accepted. How do I place the order with my card ?

The most common reasons why the payment is not processed:

a) credit card details entered incorrectly: name precisely as it is on the card or account, billing address associated with the account, card number, CVV/CVC code, expiration date must match the bank records;

b) insufficient funds on the card balance;

c) card is blocked for the Internet transactions: in this case it is reasonable to contact the card issuer to withdraw limitations;

d) technical issue: your issuer bank can be unreachable for the payment processor at this time; repeated attempt to make a payment may solve this problem.
Although re-submitting the payment may help, you may try a different payment option: PayPal which accepts most popular credit and debit cards. If you don’t have PayPal account you are still free to use your card without logging in.

In case you continue having problems with the payment, please contact billing@template-help.com for further assistance.

After-payment questions

My link is not active anymore. What do I do?

Please, contact our technical support department. You may contact them via live chat : http://chat.template-help.com/ Or you may submit a trouble-ticket via : http://esupport.template-help.com/ to get a prompt reply.

Please, do not forget to provide our technical support representatives with your order number, your e-mail address which you used for your purchase, your name and your template number.

I haven’t received my download link. What do I do?

Please, contact our billing department via billing@template-help.com or via live chat : http://chat.template-help.com/ Please, do not forget to provide our billing representatives with your order number, your e-mail address which you used for your purchase, your name and your template number.

I need to edit/change my invoice. How do I do this?

Please, submit your request to yan@template-help.com. You should provide us with details for the new invoice. Usually such requests are handled within 24-48 hours.

My card was overcharged. What do I do?

Please contact us at billing@template-help.com with the screenshot of the credit card statement showing extra charges and we will reply you within 1 business day with all the details

My card got charged twice for the same purchase. What do I do?

Please contact our billing representative via live chat at template-help.com/chat/ or via e-mail billing@template-help.com with your order.

I received a request to send a copy of my passport/ a drivers license or credit/debit card . Is it legal?

Although the credit card was accepted by the merchant system we keep the right for our own anti-fraud verification. It is clearly stated in our Terms and Conditions.
In all cases of fraudulent activity online it is always the vendor who suffers the loss.

Therefore, we kindly asked you to undergo our verification procedure. It helps us to prevent the growth of Internet theft and maintain uniqueness of our products.

I do not recognize the charge on my statement. I did not purchase your product. What do I do?

In order to assist you in resolving this problem we kindly ask you:

-please, provide your full name as it is on the credit card,
exact sum as it is on statement and exact date of the transaction;

-your credit card number in the following format: 4444 XXXX XXXX 5555
(we ask you to provide only the first and the last 4 digits on your credit
card to make it easier to locate the payment. For your own security you are not asked to give the full credit card number);

Please, send the requested information to billing@template-help.com.