FAQ
- I am having trouble logging in.
First, try ordering from our stie using a private browser window. Information on opening private browser windows can be found here.
In order to match your old customer record to our new website, you might need to clear your browser cookies and/or clear your cache. Please go here for tips on performing this one time fix.
- Where can I find information on common license questions and installation issues regarding products sold at Software @ Penn State?
Please visit the Software Knowledge Base for answers. Software @ Penn State is listed on the sidebar for easy navigation.
- What are your pricing guidelines?
Software @ Penn State strives to offer the Penn State community the lowest prices for Software Licenses. Software @ Penn State is not responsible for typographical errors on items published on the Software @ Penn State website.
- Do I get a discount if I buy my software from your store?
As a service of Penn State, Software @ Penn State receives volume pricing from our vendors and we pass these savings on to the Penn State community.
- When can I start ordering from the Software @ Penn State?
As an incoming student you must have an active Penn State Access Account to login and purchase.
- Who can help me set up my residence hall internet connection?
Visit the RESCOM website, located at http://www.rescom.psu.edu/, for directions on Internet connections, as well as, e-mail set up, bandwidth information, and the RESCOM FAQ.
- Is my information secure?
The information you provide to us will remain confidential and will only be used for shipping and billing purposes. Software @ Penn State uses SSL (Secure Socket Layer) encryption. You can tell when you're in a secure environment by the following signs: the URL to the left of the colon changes from "http" to "https" to indicate that you are using SSL. Most browsers also display a lock or key icon to indicate secure sessions.
- What is your return policy?
- What are my shipping options and costs?
Licenses and media will be processed and physically shipped (if applicable) within 1-2 business days. Customer's will receive an email within 48 business hours with instructions on aquiring orders that include downloadable products. If you have a question regarding the status of your order, please have your Order Confirmation number ready and call us at 814-863-7777 during regular business hours M-F 8am-5pm EST or email us.
Note: Due to licensing and vendor restrictions, items CANNOT be shipped outside of the continental U.S.
All license and media orders - We send all licenses as encrypted .PDFs and offer most media in some form of downloadable format (.zip, .iso, .dmg). Check media options on the software item card for details.
Personal Orders - We offer FREE Ground shipping on personal physical orders*! All personal orders will be shipped by Ground Service*. Ground Service orders within Pennsylvania typically arrive within 1-2 business days of shipment, but cannot be guaranteed.
*Standard Ground not available to Alaska and Hawaii - please contact us for shipping options and costs.
Departmental Orders - Penn State departmental physical orders will be shipped at no charge by Ground Service when applicable.
- Will I be charged sales tax?
Subject to Pennsylvania State Sales Tax (6%) - Personal purchase orders shipped within the state of Pennsylvania.
Tax Exempt - Penn State departmental orders (orders paid for with departmental funds) and personal purchase orders that are shipped outside Pennsylvania.
- What payment methods do you accept?
When placing your order on-line through PSUPay, you can pay with MasterCard, Discover Card, American Express or Visa (including Penn State Purchasing Cards).
Penn State departments can also order items via the Penn State Purchasing Ebuy web site (http://www.ebuy.psu.edu). If you need assistance with the Ebuy site please contact Penn State Purchasing at 814-865-7562.
After completing your online checkout, an Order Confirmation number will be generated and a copy of your order will be sent to you by email. A payment receipt will be enclosed in your shipment along with the merchandise. Please keep this payment receipt for reference in case of exchange or refund. The order confirmation that is provided online at the time of your order does not serve as your official receipt. An official receipt will be emailed at the time your product is shipped or available for download.
- Who is eligible to order?
Only current Penn State students, faculty and staff are eligible to purchase from the Computer Store. Please see our eligibility page for further details.
- Help! I can't see any pictures on items, all I see is text and the frames aren't displaying correctly.
Our website is best viewed with modern, up-to-date browsers including Firefox, Safari, Internet Explorer and Google Chrome.
- Do you install the software I purchase from your store?
No, Software @ Penn State is not authorized to perform service work. A variety of help resources are available through the Information Technology Services (ITS) Consulting Services Information web site. If you are living in a residence hall you can also contact Housing’s Residential Computing (Rescom) program. Otherwise check with your local campus help desk for assistance.
- Does the University offer free software? If so, what can I get?
Yes. A variety of software programs, including Symantec AntiVirus, OpenOffice, Thunderbird, FireFox, Mozilla, and Opera are available in download form from the ITS download site https://downloads.its.psu.edu/.
- What are the details of the Departmental Microsoft EES (Enrollment for Education Solutions)?
All the details of the Departmental Microsoft EES can be found here.
Further questions can be directed to Software @ Penn State.
- Can I prorate my license if it has an annual renewal?
No. Licenses run for one year according to contract renewal date (not your purchase date) and cannot be prorated.
- Why do some licenses have an annual renewal?
Annual maintenance renewals (or lack thereof) are established by the vendor. For some products, annual maintenance is required to continue legal use of the software. In addition, some products expire on a set date each year and will require a new license code.
- Why don't you offer licensed software for XYZ product?
The decision to establish a license with a particular vendor is determined based on customer demand and/or vendor pricing. If there is a program that you think the Computer Store should consider as a University license, please fill out our contact form.
- Can I receive my licenses/media immediately when I place my order?
Most licensed software products are special order items that are created and packaged in-house on an as-needed basis. Most orders will be available for delivery within 48 business hours. Downloads are not available immediately. You will receive an email detailing where to acquire your software within 48 business hours.
- Why do I have to pay for licenses if I'm affiliated with Penn State?
Licenses sold through the Software @ Penn State are not centrally funded; they are purchased with money from the Computer Store's budget. We are a cost recovery service and base our prices on the price we negotiate with the vendor. Although the software is not free, our prices are often as much as 80% below retail.
- Do I have to buy both a license and media/download?
You must purchase a license for each machine; however, you can purchase one copy of media/download and install it on any number of licensed machines. For example if you have 10 machines you would only need to purchase 10 licenses and one copy of the media.
- If I buy one license does that automatically cover all the machines in my department?
You will need to purchase one license per computer unless the item description on the Web indicates that it is a "departmental license".
- What licensed software can I purchase?
Eligibility is listed on the product description.