Order Information

What is my order status?

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

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What payment methods can I use

You can find a list of the payment methods we accept in the shopping cart during the purchase process. Our servers encrypt all information submitted to them, so you can be confident that your payment information will be kept safe and secure.

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Should I use spaces or dashes when I enter my credit card number?

No. Enter your credit card number without any spaces or special characters. It should be entered as a continuous string of numbers.

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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.

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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.

If you have problems submitting your credit card payment you can contact Customer Service for help. When contacting Customer Service, please include any error message numbers you received, as well as the order number seen in the shopping cart.

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When will my credit card be charged?

For purchases of downloaded products, your credit card will be charged within a day of the completion of your order. For purchases of physical products, if you purchased using a credit card, you won't be billed until your product is shipped. This includes any backordered products. If your items are shipped separately you will be billed each time a product is shipped.

If you have preordered a digital or physical product using a credit card, you won’t be billed until the product is released and/or shipped.

Please note that online statements for credit cards and debit cards may display a pre-authorization of funds immediately after purchase. Pre-authorizations are typically removed from your credit card transaction history when the full charge processes and funds are withdrawn. However, in some cases, this process can take up to 2 business days for credit cards and 7 business days for debit cards. If you need assistance removing a pre-authorization from your card transaction history, please contact your bank or financial institution.

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How will the charge show up on my credit card?

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

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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.

The price indicated includes anticipated VAT that we will collect from you based on information you make available to us. The total price may change during the course of the shopping session depending on a number of factors. However, you will have the opportunity to review the final price we will charge before you submit your order. A national VAT rate will be applied on physical goods for customers based in EU countries. This VAT may not be shown as a separate charge during checkout and may instead be included in the product price (VAT inclusive pricing).

If you are based in the EU and are purchasing for a company registered for VAT, you may not have to pay VAT on your purchase. Please enter your VAT exemption number when prompted during the purchase process. To be prompted for a VAT exemption number, be sure to enter a Company Name when entering your billing information. When your VAT exemption number has been validated, your VAT will be automatically updated to zero, if applicable. In the event that your order does not qualify for VAT exemption, we will not be able to remove this charge from the order.

Instructions are provided during the checkout process for any tax-exempt individuals and entities.

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How will you know where and how to send my physical product?

If you order a physical product, Shipping Information fields will appear during checkout so you can enter a shipping address and choose a shipping method.

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How do I update my credit card when my preorder authorization has failed?

When you order a preorder digital or physical product using a credit card, you will not be billed until the product is released and/or shipped. It is possible that the authorization on your credit card has expired prior to the release of the product. If at product release the authorization on your preorder has expired, you can reauthorize your credit card or change to a different credit card for your preorder purchase.

Once your preorder authorization has expired, you must look up your orderand reauthorize your credit card to complete the purchase.

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