Video Copilot Support
Downloadable Products:
If you aren't able to access your download info right away, please email us at support. Usually the info is instantly available, but sometimes orders need to be manually approved.
Support Email
Email: support@videocopilot.net
Product Support
Need help with our products? Click here to view the Video CopilotProduct Support section. Still having problems? Contact Us.
This section is updated frequently, so be sure to check back.
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Ordering and Product Questions & Answers
General Product Support
Downloading Questions
Ordering Questions
Missing, Damaged or Bad Media
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General Product Support
Q: I have a question about a product I ordered. Who do I contact?
A: Please email us with any questions, we try to respond to all inquires within 24 hours on working days.
Q: I have an Intel Mac Book Pro. Will your products work with my system?
A: Yes. A few customers may experience slower than normal playback with the Serious Effects and Compositing DVD, but we have an update that should resolve this problem.
Please contact us about this.
Downloading Questions
Q: I would like to receive my products on DVD. Can I download them as well?
A: Yes. Customers who select to have orders shipped will also receive a download link. You may download as needed but the DVD's will also be shipped. Remember some products are only available through the mail.
Q: I can't seem to get access to my download after purchase. What should I do?
A: Sometimes international credit cards do not verify immediately and other system checks cause the download to be held up. If you do not receive your download after purchase please send us a friendly email and we'll be happy to help you out. Be sure to use the correct address and and ZIP when ordering to ensure quick processing.
Q: I'm having trouble downloading. What should I do?
A: We recommend using a download manager for large files. Our download section has all the latest information about recommended software and extraction tools.
Q: I've download the files but I can't seem to get them to Unzip. What should I do?
A: Be sure to have the latest version of your Unzipping application. Also verify the size of the file you downloaded is close to estimated size on the website. If you continue to have problems contact us.
Q: I purchased a Product and did not select a shipping method. What should I do?
A: Some of our products are only available on DVD if there is a problem with the order we will contact you before moving forward. Also if you selected downloadable but want a DVD please let us know and we can arrange for a hard copy to be shipped.
Q: How long are downloads available after purchase and what if I lose this information?
A: Purchased products will always be available to download to verified customers. Please let us know if you have lost your download information or need a new one. We do recommend burning a DVD backup once you have successfully downloaded your products.
Ordering Questions
Q: Do you ship to my country?
A: Probably. We ship all over the world including: Australia, Germany, UK, France, Africa, Canada, Poland, New Zealand, Holland, Austria, Belgium, Mexico, Japan, Italy, Norway Etc. Contact us if you would like to make sure. We will not process orders that we know can't be shipped and if a package is returned we will refund total purchase price if we are unable to ship.
Q: When I add a product to the shopping cart it shows up empty. What should I do?
A: Please contact us so we can help to resolve the problem. It may be webpage security issues.
Q: Can I order by phone?
A: Yes. We prefer online orders because they work directly with our inventory system but if you would like to order over the phone please send us an email and a representative will call you to order or send you our phone number.
Missing, Damaged or Bad Media
Q: My package has not arrived yet. What should I do?
A: Please contact us immediately and we will assist you. Sometimes packages get lost but we guarantee them or your money back. Please don't wait too long to notify us if you suspect your package is missing. Remember international customers may have to wait for customs to clear before delivery.
Q: I have Damaged or Bad Media, what should I do?
A: Please contact us and we will arrange additional working copies for free of course.
Q: My package did not contain all of the things I ordered. What should I do.
A: Please contact us and we will arrange to send another package with the correct items. Some products are available as a download only. On the other hand if you receive something in addition to your order, enjoy it.