What's covered

• TRY THIS FIRST
• I need help choosing an upgrade or a new product
• I want to check the status of my order
• I need help downloading my order
• I want to check the status of my refund
• I need replacement software
• I want to change or cancel my order
• I need help with an education order
• More solutions
• Adobe Stores by country 
• Placing an order
• Payment
• Taxes and VAT charges
• Completed orders

The following content applies to all geos.

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TRY THIS FIRST

I need help choosing an upgrade or a new product

• For help choosing an upgrade for the Creative Suite family of products, see the Upgrade information page. To be eligible for an upgrade, you must have a qualifying previous version installed or have its serial number.
• For help selecting a new Creative Suite product, check out the Buying guide or see Product comparisons.
• For help placing an upgrade order, see Can I order an upgrade from the Adobe Store?

I want to check the status of my order

See the confirmation email you received, which includes the tracking information, order number, and shipment date.

Other options:

• If you ordered a single-user or education product directly from Adobe, go to the Adobe Store for your country. Click My Orders, Your Purchases, or Your Account. 
• If you ordered a volume license of an Adobe product, then check your order status using the Adobe Licensing Website (LWS). 
• If you purchased your education product from a reseller and have submitted proof of eligibility:
  • In North America: Check the status using the Eligibility Verification Service. You’ll need your product code and the email address you used during registration. 
  • Other regions:  Check the status using the order status tracker.

A note about order processing times: It takes up to 48 hours to process an order, exclusive of weekends. An additional 24-hour delay can occur if an order is reviewed to protect against fraudulent credit card use.

I need help downloading my order

Try the solutions in Troubleshoot download problems to resolve common browser, system, and connectivity problems that can interfere with successful downloads. For information about downloading products or product trials, see How to find a download link on Adobe.com. If you still need assistance, contact Adobe.

I want to check the status of my refund

Use the order status tracker. Enter the Return Merchandise Authorization (RMA) number in the email Adobe sent you after your refund request. If you still need assistance, contact Adobe.

I need replacement software

• If you purchased a download version of an Adobe product, it remains in your account for three years from the date of purchase. To redownload your software, go to the Adobe Store for your country, and click My Orders, Your Purchases, or Your Account. If you are unable to find your previously purchased downloads, contact Adobe.
• If you purchased a boxed product or volume license, contact Adobe to order replacement software. You must be the registered owner of an Adobe product to order replacement software for it. Have your original product serial number available when you call.

I want to change or cancel my order

For instructions, see the document for your region:

•  Return or change Adobe orders | North America
•  Return, cancel, or change an Adobe order | Europe, the Middle East, Africa, and Asia Pacific

For information about canceling a subscription, see Adobe account, password, and sign in FAQ.

I need help with an education order

If you're a student or staff member at an accredited educational institution and want to purchase an Adobe product at a discount, check the eligibility information on the Adobe Education Store for your region: North America | United Kingdom | Germany | France | Europe, the Middle East, and Africa | Asia and Pacific regions

If you want to submit your proof of eligibility or check the status of your education order, see Education FAQ.

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More solutions

Adobe Stores by country 

 For other countries, check the store selector for purchasing options. Or see how to buy Adobe products. 

* Customers in Jersey, Guernsey, the Channel Islands, the Canary Islands, Madeira, Monaco, French Overseas Departments, or Liechtenstein can order Adobe products from resellers, but cannot order direct from Adobe.

** Payments by wire transfer and AliPay can take up to ten business days to process. If you choose a payment method other than credit card, after you submit your order you receive a confirmation email with payment instructions.

Placing an order

• How much do you charge for shipping and handling?
• How much do you charge for customs, brokerage, and other fees?
• Do you accept purchase orders?
• Can I order an upgrade from the Adobe Store?
• How can I order a fully licensed version of my trial software?
• How does my shopping cart work?
• What other ways can I order?
• Can I order using my Opera browser?

How much do you charge for shipping and handling?

Shipping cost is determined by the total weight of all items, shipping method selected, and destination of the order. You can see the total shipping amount before submitting your order (at order confirmation stage). If shipping cost is a concern, Adobe recommends that you purchase the download version of the product. For more information, see Shipping and delivery FAQ.

Note: Adobe can't deliver to Post Office Box numbers.

How much do you charge for customs, brokerage, and other fees?

Adobe or Digital River cannot determine the customs, brokerage, or other fees that you can incur when the product enters your country. Therefore, the carrier collects these fees when they deliver your order. In some countries, the carrier also collects appropriate taxes (VAT, GST, IVA, and so on). For a more accurate estimate, check with the carrier. If you want to know the exact charges, purchase a software download or purchase from a local Adobe reseller.

Do you accept purchase orders?

Adobe Stores don't accept purchase orders. However, you can use purchase orders for phone orders of US$2500 or more.

Can I order an upgrade from Adobe Stores?

Yes. To complete your order for some product upgrades, enter the original product serial number. The original product serial number is also necessary when you install your upgrade. An upgrade must be for the same platform (Mac OS or Windows) as the original product.

 How can I order a fully licensed version of my trial version?

You can convert a trial version of a single-user Adobe product to a fully licensed copy. For instructions, see Installing and Activating a Try & Buy product.

How does my shopping cart work? 

As you add items to your shopping cart, the items appear in the upper-right corner of your screen. The list includes the item name, quantity, and price per unit. The items you select automatically remain in your cart for 120 days. You do not need to sign in to save or access your cart if you are using the same computer.

Note: Prices are updated if an item price increases or decreases after you add it to your shopping cart. If an item is no longer available for sale, it is automatically removed from your cart.

What other ways can I order?

In the U.S. or Canada, you can place an order directly with Adobe at 800-585-0774, Monday-Friday from 5:00 a.m. to 7:00 p.m (PST). You can also access Adobe stores worldwide by visiting other order options.

Can I order using my Opera browser?

Unfortunately, the Opera browser isn't compatible with Adobe Stores. You can use Microsoft Internet Explorer, Apple Safari, or Mozilla Firefox to order online.

Payment

• What forms of payment can I use?
• Is it safe to use my credit card?
• What happens to the information I give you?
• My credit card number was not accepted. What can I do?
• Why is PayPal not available for my purchase?

What forms of payment can I use?

See Adobe Stores by country for payment options.

Is it safe to use my credit card?

All online credit card sales are secured by SSL technology, the most secure encryption technology currently available for electronic transactions. Digital River uses the same credit card networks that retail stores use when you make a credit card purchase in person.

What happens to the information I give you?

Your information is secure with Adobe and Digital River, the approved ecommerce partner for this store. For more information, read the Adobe privacy policy and the Digital River privacy policy.

My credit card number was not accepted. What can I do?

• Enter the card number correctly, without spaces or dashes.
• Make sure that the name and billing address on your order match the name and billing address on your credit card.
• Make sure that the credit card hasn't expired.
• Make sure that you haven't exceeded the credit limit.
• If your card has a security code, enter it correctly on the payment screen.
• Ensure that computers at either end of the transaction do not have technical problems.
• If you use a corporate card, use the name and billing address of the cardholder, not the purchaser. Check with the cardholder or your Accounting department to verify the name and billing address.

Your credit card isn't charged until the order is processed. You can see a hold of $1 on your bank statement after your transaction or credit card was not authorized in the online store. The online store authorizes at least this amount to process your payment request. This amount is not a fee and you aren't charged this amount.

If you have problems submitting your credit card payment, call contact our Customer Service team via the phone numbers below:

When you contact Adobe’s Customer Service, you could be asked for any error message numbers you received. You could also be asked the reference number seen in the shopping cart. The reference number appears near the top of the check-out page.

Why is PayPal not available for my purchase?

In some countries, PayPal is accepted for software, books, support, and fonts, but not for subscription purchases. Due to time restrictions for PayPal authorizations, PayPal isn't always offered as an option for preorders.

Taxes and VAT charges

Tax laws differ from state to state, and country to country. In most parts of the world, Adobe is legally required to charge sales tax according to the calculations you see when you purchase online. If Adobe doesn't charge taxes, you are sometimes still liable to pay the taxes yourself. 

Adobe is registered in many different countries for which it is responsible for charging and collecting VAT/GST. For most sales, the rate charged depends on the country from which the goods are delivered. On Adobe European stores, you are charged the relevant VAT rate for hard goods.

• Canada: Adobe collects and remits the Canadian Goods and Services Tax, Harmonized sales tax and Ontario Provincial sales tax.
  
• United Kingdom and Germany: Goods for UK and German customers are shipped from the UK and Germany, respectively, and therefore, sales of physical goods must include VAT (domestic transactions). Customers  who purchase a subscription or download and provide a valid VAT number at the point of purchase aren't charged VAT. 
• Ireland: Adobe delivers electronic sales from Ireland, so downloads and subscriptions are considered domestic sales and are charged the Irish VAT rate for EU members. Customers in Ireland who purchase physical goods or services and provide a valid VAT number at the point of purchase aren't charged VAT.
• Norway and Switzerland: Adobe is VAT-registered in Norway and in Switzerland as a requirement under these countries' VAT regimes. Therefore, Adobe is obligated to charge VAT to all customers in Norway and Switzerland.
• Australia and Singapore: Appropriate tax is charged during the checkout process. You see the amount listed on your order. 
• Brazil, New Zealand, Hong Kong, and South Africa: No tax is charged during the checkout process for orders shipping to these countries. Instead, the carriers charge required taxes and pay them to the appropriate authorities.

Note: Adobe Store cannot process tax-exempt orders. To place a tax exempt order via phone in the United States or Canada, call 800-833-6687. For additional information, see Placing a tax-exempt order with Adobe.

Completed orders

• How can I find my order number?
• How do I get a receipt for my purchase?
• How can I view my order history?
• Where do I find my serial numbers?
• How long is my download be available?
  

How can I find my order number?

Your order number is included in your order confirmation email. You can also go to the Adobe Store for your country, sign in to your account, and click Order History.

How do I get a receipt for my purchase?

Adobe automatically sends an email receipt for your purchase. The receipt is sent to the email address associated with your account. If you didn't receive an email receipt, check your email spam or junk folder. You can also find your receipt online:

1. Go to the Adobe Store for your country.
2. Sign in to your account, and click Order History. 
3. Click the appropriate order number, and then click the receipt button.

How can I view my order history?

Go to the Adobe Store for your country, sign in to your Account, and click Order History. If you purchased from another Adobe Store in the past, click the link at the top of the order history to find orders in another store.

Where do I find my serial numbers?

You receive an email with the serial number for your download purchase. Other options:

• Go to the Adobe Store for your country, sign in to your account, and click Order History. If you purchased from another Adobe Store in the past, click the link at the top of the order history to find your serial number in another store.
• For box versions, the serial number is on a sticker on the CD or DVD.

For more information, see Find a serial number.

How long is my download available?

Software downloads remain in your account for three years after the date of purchase. Adobe reserves the right to change this policy at any time with or without notice. For instructions on how to redownload purchased software, see How to find a download link on Adobe.com.

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