FAQ

We receive numerous e-mails daily regarding our store and web site. To assist in answering your questions more efficiently we have displayed a list of questions and answers here to help you.

Q: Your prices seem a bit high compared to other vendors, why is this?

A: Firstly, many customers visit stores that default to US Dollar values, however as a proudly Australian owned business, all our prices quoted on the catalog are done so in Australian Dollars and as such differ to the US Dollar amount.

You can however choose to view the price in US Dollars from selecting the displayed currency option from our store, however please note that all purchases are made in AUD and as such the final price paid may be slightly different to that quoted on your local currency due to exchange rates.

Q: How do I download the product I just purchased from your store?

A: Once you have purchased a product and paid via credit card, our merchant service provider, Paymate will pass you back to an order confirmation page within our store.

If you have logged out of the store and wish to re-download your purchased product or you do not get redirected back to the order confirmation page after purchase, please follow the instructions below to download your product.

1. Log into your store account using your e-mail address and password at http://www.irissimulations.com/catalog/index.php

2. Click the menu entitled 'My Account' which is located at the top right of the IRIS store menu.

3. Click the icon 'View' next to your latest order to open the order confirmation page.

4. At the bottom of the order confirmation page will be the name of your recently purchased product. This name is also a link to download your purchased product. Click this name with your right mouse button to download the file to your PC.

Once downloaded, doubleclick the .exe file to run the installer software.

Q: I've purchased my product but don't have a download link in the store.

A: Firstly, check that the purchase was successful by checking your e-mails for confirmation from paymate that payment cleared. If a payment is rejected by our merchant provider, you will be informed via e-mail.

Secondly, check your junk mail filters. Many filters will filter out e-mails from us and as such, many e-mails are missed due to not checking the junk folder.

If however you have not received your download link, please e-mail accounts@irissimulations.com or PM IRIS - Karen Love on the forums.

Q: I can't download your products, either I get damaged zip files or no transfer happens at all.

A: If you are getting no transfer at all on our files, please ensure that you are not running any download managers or firewalls such as Windows XP Personal Firewall or Norton Internet Security as these may interrupt data transfer.

In addition, if you are on a dial up connection and are having numerous timeouts resulting in partially downloaded and thus invalid files, try downloading at night while you sleep ensuring that there are no additional programs accessing the internet connection. This may reduce strain on your net connection and allow the file transfer through.

If all else fails, please contact support@irissimulations.com as we may be able to arrange for an alternate download location or CD of the product at an additional cost for CD and postage.

Q: Do you offer Paypal as a purchase method.

A: Yes we do offer paypal, however it is not our primary payment method and as such paypal payments to us must be made manually and download links are sent after payment has been cleared and may take up to 24 hours to process subject to timezone differences.

To make a paypal payment for our products, simply make a paypal payment to accounts@irissimulations.com making sure to write in the purchase notes field what products you wish to purchase in order for us to send you the correct download information.

Q: I know Paypal, but what is Paymate?

A: Paymate is simply the company name of our merchant provider. Paymate (www.paymate.com.au) processes all our credit card transactions using their web site and secure servers and they take most major credit cards.

As you proceed to the checkout in the store, click the 'Paymate' payment option and continue. A secure payment window will open up prompting for you to enter some information to process your credit card and make payment for your product.

If you complete the simple 3 step process you will then be redirected to an order confirmation page to download your product.

You do not need to register with Paymate to purchase from us, however please ensure you read their terms and conditions prior to purchase.

Q: I have sent e-mails but have not had a reply to my questions? Are their other means of contact?

A: Very often we receive e-mails relating to customers who for one reason or another are unable to get in contact with us. Very often either e-mails aren't received by us or we have replied but the customers e-mail filters or ISP blocks our address.

Be sure to first, check your e-mail junk boxes or other areas where incoming e-mails from us may have been redirected by accident. If you have not heard back from us within 48 hours, please then try to send a 'private message' to David Brice or Karen Love on our forums.

If e-mails or PM's do not help, our postal address details are below;

IRIS Flight Simulation Software
PO Box 1026
Research
VICTORIA
AUSTRALIA