Shipping and Return
iLok License Only Products
Software products that are iLok licenses only are not returnable. If you experience any problems or are not able to properly download your software, contact us.
Shippable Software Products
Shippable software products (not licenses) purchased from the store are returnable within 30 days if the seal on the packaging has not been broken. Once the packaging seal is broken, software products may not be returned.
How to Return Shippable Software Products
All returns must be accompanied by a return authorization number (RMA#). To obtain an authorization number and return information, contact customer support. Once you have obtained a RMA you may send your return to the appropriate address. We will only pay for the return shipping costs if the return is a result of our error (incorrect or defective item).
iLok User ID
Your iLok User ID is what you use to login to your account on ilok.com (not your login password, which you also choose). The iLok User ID is sometimes called an “iLok Account” or “iLok ID.” The iLok serial number printed on the iLok itself is NOT your iLok User ID. Please do not use this number when creating an account If you forget your iLok account password, there is a password reminder link on the www.ilok.com login page.
I have purchased a license that has not been deposited to my iLok.com account. What do I do now?
If the asset never showed up on your iLok, Contact Us. Please be sure to include your order ID and your iLok User ID.
I have purchased a license that has been deposited to my iLok.com account but does not work. What do I do now?
If the asset shows on your iLok account but do not work fully, the support staff at www.ilok.com are the only ones with access to these license assets. Sometimes during the transfer to the iLok, the license assets do not transfer fully to the iLok, and they are de-activated. You will need to go through iLok.com support to have them re-activate the license asset in your iLok.com account.
I have purchased a license to be deposited on my iLok. I provided the wrong iLok User ID on the webstore What do I do now?
Contact Us with your order ID and your iLok User ID. We may be able to help provided the owner of the other iLok User ID has not already been using your asset. Every attempt will be made to rectify the situation but it is not guaranteed.