We appreciate your questions and comments.

If you have purchased a download and have not received it, please consider the following:

You should be transferred directly from Paypal to the download site after completing your payment. If you have completed your payment and have not been transferred, your browser may have timed out. This is rare, but it can happen. Remember that you should also receive your download address by email. Be sure to check the email address you have registered with PAYPAL or (if you do not have a Paypal account and simply paid with a credit card) check the email address you specified in your payment.

If your download email has not arrived in your email program, be sure that the email address you check is the same as the one you specified with your payment. Sometimes people have both business and personal email addresses. If your download email is not in one, you may have a different email address listed with Paypal than you think.

Check your SPAM folder. Your download email may have accidentally ended up there unless you have already added enchantedoak.com as a domain that can send you email. Remember, we don't spam. Your email address will not be shared, sold, rented or otherwise abused. The only messages you will get from us will be in direct regards to your order.

If you left the payment transaction page before it transferred you to the download page, your email may have been disrupted. Contact us and we'll re-send your download address.

Remember that servers sometimes slow down across continents. This can affect how long it takes your download email to arrive in your email box. Delays as long as 1-2 hours are uncommon but can happen if your server is especially busy at the time when you order. Normally downloads arrive within 5 minutes of completed purchases, however it can take longer. If you have been waiting for more than a few hours and your download email has not come through, just let us know. We will re-send it.

Above all, don't panic if you have not received a download you've ordered. We can always re-send it manually and will make sure you receive it as soon as we know there is a problem.

If you have questions about any order you've place or just about the site, please feel free to let us know. We're glad to help you!

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