Placing Orders

How can I order from PROVANTAGE? You can easily place orders using our PROVANTAGE SmartCart online shopping system. In addition, we accept orders by phone, fax, email, and postal mail. See Contact Information for phone numbers and addresses. How long does it usually take to process an order? PROVANTAGE orders are processed immediately upon receipt. Most orders ship the same business day if they are placed before 3:00 pm Eastern Standard Time, Monday through Friday. In-stock orders are often processed within minutes of being placed. However, please note that all credit card orders must clear our credit card security department prior to shipping. How do I track the processing of my order? PROVANTAGE will keep you up to date on your order status every step of the way. At anytime you can come to our web site, log into your account and click on the Order Status button. Please keep in mind we only process orders for shipment Monday through Friday. If you are ordering after business hours or on the weekend, your order status could remain the same until the next business day. When your order ships, you will receive an email containing a link to our web site where you can view your order. You can also print a copy of your invoice from inside our order status system. Can I make a change to my on-line order after it's been submitted? Yes, but only if the order has not already been processed (check your order status). To change your order, you must immediately contact our customer service department at 1-800-336-1166, option 2. I did not receive an email confirmation of my Internet order - what happened? Make sure you have typed your email address correctly. Also check any spam filters you may use - sometimes they incorrectly filter legitimate emails. Another reason you may not have received a confirmation email is that the email is being held up by your internet service provider. The best way to confirm whether or not we have received your order is to log in to our online order status system. If you don't find your order there, you can contact our customer service department for assistance at 1-800-336-1166, option 2. They can be reached Monday through Friday between 9:00 am to 6:00 pm EST. I think I may have duplicated my order - what should I do? If you think you have duplicated an order, please contact our Customer Service Department during our business hours at 1-800-336-1166 option 2. If this happens outside of our business hours, you can email us at Orders@provantage.com. Please provide the order numbers of the duplicate orders. We will make every effort to stop the extra order from shipping. Due to the highly automated nature of our order processing system, many orders are processed within minutes of being placed. If your order cannot be stopped, we will provide you with tracking information so that you can refuse the duplicate order when it is delivered. We will issue credit refund for the refused order upon confirmation that the order has been received back to the warehouse.

Special Discounts

I am a student, how do I qualify for an academic discount? Many software product manufacturers offer Academic Editions of their products at substantial savings. These AE products are generally functionally equivalent to the retail versions. However, AE products usually do not qualify for discounted version upgrades when new versions are released). To qualify for these Academic Editions, after you complete your checkout, email a copy of your dated photo ID card or other documentation showing current academic enrollment to Academic@provantage.com or fax it to 330-494-5260. Please reference your order number in all communications. You will see these same instructions again during checkout. Do faculty and staff members of academic institutions qualify for Academic Editions for software products? Yes. Faculty and staff members usually qualify for Academic Editions. The instructions provided during the checkout process will ask you to send us a dated photo ID or some other form of documentation showing proof of your academic affiliation. What does PROVANTAGE need if I would like to purchase Government versions of a product? Our order processing team is responsible for verifying the eligibility of government customers. We will notify you if we are unable to determine that your organization is a qualifying government agency. What does PROVANTAGE need if I would like to purchase products designed to offer discounts for charitable organizations? Organizations must demonstrate their tax status with documentation before they can qualify to purchase eligible charitable products. To qualify for products designated as a charitable, your organization must be a qualified S501(c)(3) organization as defined by the United States Internal Revenue Code. Certain S501(c)(3) organizations do not qualify for charitable products. Please contact a PROVANTAGE sales representative to determine whether your organization meets the qualifying criteria. Are there quantity or volume discounts available? PROVANTAGE makes every effort to give all of our customers the very best pricing every day. However, if you have a large order, please contact a PROVANTAGE Account Representative at 1-800-336-1166, option 3, and he or she will be happy to quote you better pricing if available. Does PROVANTAGE honor manufacturer rebates? PROVANTAGE does its best to advertise manufacturer rebates. Most manufacturer rebates must be redeemed directly from the manufacturer. Prices listed on our web site do not include any manufacturer rebates - our published price is the before rebate price. PROVANTAGE works directly with the manufacturers to provide links to available rebates. You can simply print out the rebate coupon and follow the manufacturer's instructions. Please remember you can always print an extra copy of your invoice from our web site to submit with your rebate.

Payment Information

What credit cards does PROVANTAGE accept? We accept Visa, Mastercard, Discover Card, and American Express for most orders. To avoid delays in credit card purchases, please provide the name, phone number and fax number of the bank that issued your credit card. The billing address you provide must be the cardholder's address. That is the address the bank has on record. It is also the address where your credit card billing statements are sent. If you do not accurately provide this information, your order could be delayed in processing. What other payment methods do you accept besides credit cards? We offer credit terms to pre-qualified accounts and accept bank transfers of funds. Net 30 day terms are available to pre-qualified commercial, academic and government accounts within the United States. Please contact one of our Account Representatives at 1-800-336-1166 option 3, or email Sales@provantage.com for more information about establishing an account. We regret that we do not extend credit terms to companies located outside of the U.S. However, we can provide international customers with a proforma invoice for their internal needs. This invoice would require pre-payment using either a credit card or bank transfer of funds before the order is shipped. A bank transfer of funds is an efficient alternative to using a credit card. The processing fee for this option is $35 (in US dollars). Here are the guidelines and procedures for a bank transfer: During your SmartCart check out process, choose Bank Transfer as your payment method. In your Order Summary page, you will notice the $35 bank transfer fee included in your order total. Soon after placing your order, you will receive an order confirmation email that includes our bank information. Contact your bank, provide them with our bank information and request a transfer of funds to our bank. The funds must be in U.S. Dollars and equal to the total amount of your order. Instruct your bank to make reference to your full name and order number in the transfer. Note that funds must be received before your order is processed. A note to International Customers: All prices used by PROVANTAGE (including our web site, email messages, proforma invoices, billing invoices and certified price quotes) are in US Dollars only. Is the payment information I submit to the provantage.com web site secure? Our web site supports the latest in web security technologies, so you can place your order with confidence. Once the information is received through the Internet, it is password-protected internally and only authorized employees and secure systems process your payment. For additional details regarding how we handle your personal information, please read our Privacy Policy. What states are charged sales tax? Only orders shipping to Ohio must be charged a sales tax. The current rate is 6.5% and is based on the sum of the product price and shipping fee. I am a tax exempt government employee. How do I place an order with PROVANTAGE that will have no tax applied? Since PROVANTAGE only charges sales tax in the state of Ohio, only those tax exempt customers located in Ohio need to provide us with a Federal Tax ID number. You merely need to note this number on your order when you submit your order. I don't understand why my credit/debit card declined your attempt charge my account? Several factors outside of PROVANTAGE's control may cause a card to decline. One common reason for a decline is an incorrect credit card expiration date. If the expiration date you gave us is indeed correct, then we suggest you contact your credit card institution regarding the matter and confirm with the card issuer that: your card account is in good standing; adequate credit is available on the account to accept the charge; the account does not have an internet/phone order block; the charged amount is within daily and/or transaction limits; and if the account is new, the account has been activated. When we receive a decline on a credit card order, we will inform you of the situation and ask if you would like to cancel your order. If we do not hear from you within one week, we will cancel your order. May I use a check or money order to pay for my order? You can place an order and pay by check or money order by contacting a PROVANTAGE Account Representative at 1-800-336-1166 option 3. Please write the order number on your check and send it to us at: PROVANTAGE Sales 7249 Whipple Avenue N.W. North Canton, OH 44720 Attn: your order number Please allow 7-10 days after we receive your check as we wait for the check to clear your bank before shipping your order. Do you accept PayPal as payment? Yes. However, PayPal is not yet offered on our web site as a payment method. If you would like to use PayPal, call our Sales Department at 1-800-336-1166 option 3, or email to Sales@provantage.com for the details. Where can I find more information about my payment options? Click Here (or the Doing Business link on the menu) for a more complete explanation of our payment options.

See also: Shipping Your Order FAQ