Order Info

Did you place your order on or after 4/6/2014? If so, you need a different FAQ.
For orders placed on Microsoft Store on or after 4/6/2014, see this Orders information FAQ.

Show all

What is my order status?

You can view your order status by looking up your order.

What is the Extended Download Service (EDS)?

EDS essentially allows you to download your purchase again for up to three (3) years, in the event your computer crashes or the downloaded file becomes damaged or corrupt. It can be thought of as an insurance policy in case anything goes wrong with your computer or the downloaded product. When you have downloadable items in your order, you will see a link to add EDS to your order on the shopping cart page or the checkout page. Upon payment of the specified fee, Digital River, Inc. ("DR") agrees to provide you (the "End User") a service that enables the End User to make multiple downloads of digital computer software products (a "Product" or "Products") purchased in a single order (an "Order") and downloaded from this Web site (the "Site") for a period of three (3) years after the date the End User purchases the Product (the "Service"). Click here for full details about EDS.

To purchase EDS for download products in a completed order, you must look up your order and complete an additional purchase.

What is a BackUp DVD?

A BackUp DVD is an additional service we offer for downloaded products. BackUp DVD allows you to purchase a physical version of your downloaded software and is purchased from within the shopping cart. You can only purchase a BackUp DVD for a download product you purchase. BackUp DVD cannot be purchased as a stand-alone product.

If you want to purchase a BackUp DVD for the downloaded products in a completed order, you must look up your order and complete an additional purchase.

Does my billing address have to match the address on file with my credit card?

Yes. For credit card verification you must enter your billing address exactly as it appears on your credit card statement.

Why is my credit card being rejected?

There are many possible reasons for a credit card not being accepted:

  • The card is expired.
  • You have reached or exceeded your credit limit.
  • You have exceeded your daily charge limit.
  • A computer at either end of the transaction is having technical problems.

You may have entered your credit card information incorrectly. Please check and try again.

If you have problems submitting your credit card payment you can contact Customer Servicefor help. When you contact Customer Service you may be asked for any error message numbers you received, as well as the reference number seen in the shopping cart.

When will my credit card be charged?

For purchases of downloaded products, your credit card will be charged the day after your order is placed.

For purchases of physical products, you won't be billed until your product is shipped. This includes any preordered or backordered products. If your items are shipped separately you will be billed each time a product is shipped.

How will the charge show up on my credit card?

The charge for your order will appear on your credit card as: "DRI*OFFICEMAC"

Do I have to pay sales tax?

Depending on the order, sales tax may be calculated and charged. Any sales tax charged will be indicated once your billing and/or shipping address have been entered during checkout.
Pursuant to the Digital VAT Directive, European customers will be charged a 15% value-added tax (VAT) on all downloaded digital products and services including software.
Tax-exempt entities can request a refund of the tax paid on an order. We will need a copy of your tax-exempt certificate. The billing or shipping address on the order must match the address on the certificate. Please include your order number or a copy of your receipt or invoice. Fax = +1-425-936-7329 or e-mail: storetxe@microsoft.com.

How do I get a copy of my invoice?

You can print a copy of your invoice from the Order Information page.

Click here to look up your order and print a copy of your invoice.

What do I do if I forgot my password?

You can retrieve your password here.

The account I created when I signed up for the Office for Mac 2011 Trial doesn't work when I'm trying to purchase the product. Where's my account?

You cannot purchase using the account you created to register for the Office for Mac 2011 Trial.
Please create a new account to purchase from the Office for Mac Online store.

Has my order shipped?

Click here to look up your order and see the order status.

When will my backorder ship?

Although we try to maintain inventory of all products in the warehouse, occasionally an item will be backordered. Normally, the product will become available within a week. You will receive an email as soon as the product ships. Keep in mind that you will not be charged until your order has been shipped.

Can I change my shipping address?

Unfortunately, you cannot change your shipping address after you submit your order. Orders with physical shipments are immediately sent to the fulfillment agency when they are submitted and our system can no longer retrieve or change them. If your shipment is not successfully delivered it will be returned to the fulfillment warehouse and a credit will be made to your account.

How long does BackUp DVD shipment take?

Shipping on all physical items will take 1-2 weeks. Please contact Microsoft Online ESD Support if it has been more than 14 days since your order and you have not received your product.

Who operates the Microsoft Office for Mac Store?

The Microsoft Office for Mac Online Store is operated on behalf of Microsoft by Digital River Inc.

I’ve noticed that other resellers are offering Office for Mac 2011 at a lower price? Why are the prices different?

Microsoft has established an “Estimated Retail Price” for its Office for Mac products. The Microsoft Office for Mac Store sells products at this price level. Other resellers are free to, and frequently do, offer discounts. You are free to shop around and choose the best value for your needs.