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- FAQs and Guides
We promise to our customers that we will deal with emails within 24 hours after receiving them. Free trial customers are also welcome to enjoy our effective One Business Day Email Service! Please do not hesitate to contact us.
Sales FAQs
1. About payment
2. About orders
3. About discounts
4. About upgrade policy
5. About refund policy
6. About unregistered user and registered user
7. About CD version and Download version
Technical FAQs
1. About After Service
2. About OS Running
3. About DVD Products Technical FAQ
4. About Video Products Technical FAQ
5. About Tips/Tutorials FAQs
A: Yes, it is very secure to do business with us. The Payment platforms we utilize are SWREG and RegNow, which are branch companies of Digital River. Via these two secure payment platforms with SSL encryption, the order of your private information, such as credit card number, addresses and so on will be saved as well as confidential information and will never be disclosed without your specific permission.
For more information of these two payment platform, please refer to:
http://www.digitalriver.com/corporate/privacy.shtml
Q: What is your purchase flow? A: It is easy and simple to purchase our software. In order to help you have a clear understanding of our detailed steps of purchase process, we offer you a step-by-step purchase flow. More detailed information about purchase flow is available at: http://www.dvd-ripper-copy.com/buy/purchase-flow-chart.html
Q: Can I order without a credit card?
A: In addition to Credit Cards, we accept Checks, PayPal, Money Orders and Wire Transfers. If you choose to pay by Check, Money Order or Wire Transfer, select the appropriate payment method on the payment page, and directions will be provided to you after you have fully submitted your order.
Q: How can I know my order is processed successfully?
A: Commonly, once your order is processed, you will receive a confirmation email sent from RegNow or SWREG. This email indicates your order has been processed. And after this email, you will also receive a registration email from us very soon.
If your order is placed from SWREG, you can go to this website to check your order status first:
https://gbp.swreg.org/order-query.html
If your order is placed from RegNow, you can go to this page:
https://www.regnow.com/order_lookup.html
Q: How soon will I get my product after I placed my order online?
A: For Download Version:
You will receive a confirmation for your transaction immediately after you place your order online. You will also receive a confirmation by email that will contain all of your order data including your invoice or receipt.
An order request will also be sent to our database by email. (This will take hours or more to process by SWREG). As soon as we received the order request, the ultimate confirmation will be sent to you via email containing the link of the downloadable "exe" file and the Registration Code for installation.
If you do not receive an order confirmation after you have submitted your order, please contact with our "Customer Service Center"
For CD Version:
Once your order has been processed successfully, a registration email will be sent to you within 24 hours. You can download a new version of our software from the URL we sent to you in the registration email to use the software before your CD finally arrives.
Q: What if I have not received my program?
A: If you have not received registration e-mail in time, please first check if your order has been processed. If you ordered the program via RegNow, you could check it here:
https://www.regnow.com/order_lookup.html
If you placed the order via SWREG, please check here:
https://gbp.swreg.org/order-query.html
Also, if you have received a confirmation e-mail, please contact us via our support center site with your order number, registered e-mail address and the program's name:
http://www.dvd-ripper-copy.com/support.html;
To check your CD delivery status, you could check from here:
For SWREG order http://www.cdbundle.com/tracking/
For RegNow order http://www.regnow.com/faq.html
Q: I just ordered your program, but still have not received my registration e-mail?
A: Commonly, it will take about half an hour to process your order. Then you will receive a confirmation e-mail first if the order has been processed successfully. After the confirmation e-mail, a registration e-mail will be sent to you soon. If you do not receive registration e-mail in time, please refer to this page for help:
http://www.dvd-ripper-copy.com/support.html
Q: Is there any discount available for me?
A: As a worldwide leading software provider, commonly, we sell our product at its full price. But on special celebration days and festivals, we will offer different kinds of discount. Also, we offer special discount to a certain group of people, such as academic/education organization, non-commercial institution, seniors. If you are on behalf of these organizations and want to apply for a discount or you are a senior person, please contact our sales team with the valid certification and proof. Additionally, if you are our registered user and interested in another program of us, you can contact us with the order no. as we can offer you some special discount as well.
Q: How can I know if there is any discount available for me?
A: Usually we hold some promotions involving various kinds of discount on some special celebration days and festivals. In order to get the latest and detailed sales promotion information at the earliest convenience, it is highly recommend that you subscribe our free newsletter. In this periodical letter, you will obtain the latest news about our company, program upgrade, new software release especially the detailed discount information which are only available for registered users. To subscribe our free newsletter, it is easy. You will find a "Submit" position at the left bottom of our homage, just input your email address, and then you will be kept informed of our versatile discount information at the first time.
Q: I find your programs are being sold on another website at some discounts. Can I purchase it from that website?
A: Those websites are probably affiliates of Wondershare. It's highly appreciated that you would provide us the link to the website for further confirmation. There is no problem to purchase our programs from our affiliates. But to purchase products from us directly is recommended for guaranteed upgrade and technical support.
Q: What is your upgrade policy?
A: Wondershare Software provides outstanding maintenance of its software products. We pursue constantly improvement and enhancement of our products with regular release of new minor and major versions.
Being a registered user of Wondershare Software, you are entitled to a lifetime upgrade for free of your product. That is to say, when you purchase wondershare's software, any upgrade, major or minor, will be available for you totally for free for all your life.
The lifelong and guaranteed free upgrade will be available at http://support.dvd-ripper-copy.com/ all the time.
Q: How can I know if there is an upgrade chance for me?
A: Commonly, any upgrades or renewals on our program will be reflected on our website first. So you can pay attention to our website from time to time. Also, to keep informed, you can subscribe our free newsletter. Any news about our program's renewal will be included in newsletter and sent to you betimes. Furthermore, you can also find sales promotion chance in newsletter at the earliest convenience.
Q: How can I upgrade my program?
A: Our program can auto upgrade whenever a newer version is detected. Usually, when a new version is released, the program will automatically detect it and you will get a notification widow to ask you whether upgrade the current version to the latest one. If you would like to, with only a few clicks, you can easily upgrade it to the latest version with more optimization.
Q: What is your refund policy?
A: A "try-before-buy" version lets you make the best purchase decision and make sure that the product is compatible with your computer system and meets all of your specific requirements. We also encourage you to explore the product web pages to obtain comprehensive product information before purchasing the full version.
Before you purchase a product, please choose carefully and make sure you buy the right program. We do not refund your order or change your product simply because you have made a wrong selection.
If you encounter problems that you are unable to resolve, please contact Wondershare support team at http://www.dvd-ripper-copy.com or log in to http://support.dvd-ripper-copy.com between 9 AM and 6 PM (GMT+8) Monday through Friday for a refund request within 30 days from the receipt of the product.
Additionally, a refund request will be rejected if we can change your program to another product which can fix the issue with the product itself.
Q: When can I get my money back?
A: Once your refund request is approved, it will take 3~7 business days for the credit to appear on your account.
About unregistered user and registered user
Q: What is try-before-buy version?A: Try-before-buy version constitutes an important part of our business mode. That is to say, we offer a trial /demo version or an evaluation version/copy to all the customers. This kind of service can help customers have a clear idea about the program before placing an order .The trial version has almost the same functions as the those of the full version, so we encourage customers to take full advantage of the trial version first and also, any feedback and suggestions on our program are welcome and highly appreciated.
Q: What is the difference between the trial version and the registered version?
A: Actually, there is no major difference in function between the trial and the full version, except a watermark of Evaluation Copy on the converted video and a 3-minute length limitation on converting audio files. With the free trial version, customers can know the program's functions better before purchasing it. This is why we always encourage customers to take full advantages of trial version first. The full version can be called as a paid version. Differing from trial users, full users can obtain a lifetime technical support and free upgrade.
Q: If I were just using your program's trial version, would you offer any service to me?
A: First of all, we are very grateful that you are using our program. Along with our registered users, trial users' feedback is also taken into serious account. To keep in close touch with our customers, we have integrated a survey system for the trial users. If you have any suggestions or complaints, you can use our survey form to let us know it at the first time. Also, if you meet any problems in using our programs, feel free to contact us directly via the CBS system. These two contact channels are free and always open to you.
Q: What service is available for a registered user?
A: As a registered user, you will get the following after service:
Free and lifetime upgrade
Being a registered user of Wondershare Software, you are entitled to a lifetime upgrade for free of your product. That is to say, when you purchase wondershare's software, any upgrade, major or minor, will be available for you totally for free for all your life.
Free Newsletter
Newsletter is considered as one of our most important methods to keep our users posted and informed. Usually, in this periodical letter, you can obtain the latest news about our company, program upgrade, new software release and various kinds of sales promotions. Also, some newsletter will be just sent to our registered users in which some special discounts are only available for registered users. If you are not a register user, you can also subscript our free newsletter, with which you can also get the latest news about us at the earliest convenience, instead of paying attention to our website from time to time.
Some discounts for your another order
To express our thanks to the regular customers' long-term support, we offer a discount of this kind: if you want to purchase another program from us, you can contact our support team first with your current order number and tell them which program you need, then you will be offered a special purchase link with some discount, usually 10% off.
Technical support via email, offering troubleshoot for free.
For the sake of you customers' advantage, we offer 48 business hours E-mail service. As a matter of convenience, you can tell us your problems and suggestions directly via our CBS system.
Good ideas and valuable feedback for free program.
Also, if you have any suggestions or good ideas about our website and software, it is highly appreciated that you will tell us freely. Once your suggestions are adopted, we can offer you a copy of our program for free and even its free upgrade support.
About CD version and Download version
Q: What is the CD version?A: Actually, a CD version can be regarded as a kind of backup of the software. If you have purchased a CD version, you will first receive an e-mail of the unlock code and the download link for the e-version of the program, while the CD disc will be sent to you days later.
Usually, it takes 2~3 weeks for the CD's final arrival due to different delivery destinations:
US Domestic Shipping 7-14 Days
Canada Shipping 9-16 Days
International 12-21 Days
Before you get the CD, you can download the program and register it with the registration code to get the full version.
Q: What's the difference between a CD version and a Download version?
A: 1. Delivery time. Usually, a download version of the program will be sent in one and a half hours once your order is processed successfully. However, due to the delivery time and also different delivery destinations, it will take 2~3 weeks before CD disc's final arrival. Notwithstanding this inconvenience, you won't have to wait too long to use the program. The same as the download version, you will first receive a registration email.
2. Version number. During the delivery time, we may have upgraded the program to a newer version. So the version of the program on the disc may be not the latest one. But do not worry about that, we promise to offer free upgrade support to bring your program up-to-date.
Q: How can I contact you when I have encountered some technical problems?
For DVD Ripper products:
A: Under this condition, please contact us by logging our support center: http://support.wondershare.com and provide more details about problems. Such as describing your operations with step by step, giving us your system configuration, and sending us the log file. Or you can give us more information about your DVDs in question, including the DVD name, publisher and DVD region code.
For DRM products:
A: When there are any technical problems, please contact us through our support center: http://support.wondershare.com. To better locate your problem, please provide us with your system configuration information as well as the log file. You can find the log file under such directory, like "Wondershare-> Media Converter-> log->log.txt".
For Video Products:
A: When there are any technical problems, please contact us by logging our support center with your e-mail address and password. To locate the problem more effectively, please provide us with the detailed settings you set for the conversion. Or if you don't mind, please upload the source file and the resulting file to our FTP server for further investigation. Here below are the FTP details:
ftp://upload.dvd-ripper-copy.com
ID：up_drc
Password: drcftp123
Q: How to register the program?
A: When you receive the registration e-mail, please click Help in MenuBar and then click register directly to register the program with the key code and your registered e-mail address. It is important to enter your name (Registration Name) exactly as you did it at purchase, because "ABC@AOL.COM" and "abc@aol.com" are not the same thing. The simplest way is to copy the Registration name and the Serial number from your registration letter and to paste them to the appropriate boxes of the registration window. This is ESPECIALLY important if you have Unicode characters in your name.
To do this:
1. Highlight your license name in your registration letter, received from us and right-click it;
2. Select "Copy" in the right-click menu;
3. Move the cursor to the appropriate box in the registration window of the program;
4. Right-click the box and select "Paste" from the menu. Do the same with the serial number.
Some tips to remember:
1. Make sure that there is no space before and after the registration name and serial number.
2. Make sure that you are not mistaking the letter "O" for the figure "0" (zero).
Q: How can I contact your support team if I need help with my software?
A: You can visit our homepage, then open our support center, log in with your E-mail and password from the registration E-mail. Click "Ask a Question" to enter the question page, click "My Ticket" and submit your question step by step, and then a technical support technician will get back to you within 48 hours.
Q: How can I find the version number of the program I have just purchased?
A: To find the version number, you can click "About" on the upper right of the main interface , and you will find the version number on the pop-up page.
Q: How can I update my program to the latest version?
A: Usually, the updates are free of charge. To make a free update, you can visit our homepage then go to the support center and then sign in with your E-mail and password from the registration E-mail. After you log in, you will find a "My Order" button. Click this button and then you will find your order information. Click "Upgrade" button and your program will automatically upgrade to the latest version. However, if the new version is a brand-new edition featured with a lot of new functions, you may have to pay for the upgrade, and you can find the information on our product website.
Q. Can this product run in Vista 64-Bits system?
A: Yes. All our products can be compatible with Vista 64-bit well.
Q: There are some distort lines in the output file. How to remove these lines?
A: Concerning this issue, please click the "edit" button, then under the effect tab, please choose any option except "none" in the "deinterlacing" dropdown, I think your problem will be sorted out.
About DVD Products Technical FAQ
Q: Where does the "apply to all" function work for?
A: Actually, there are three portion of our program have "apply to all" feature. The first one is on the main interface, which can be used in the output format and settings panel. And the second one is on the effect adjusting panel, which works for all the effect settings for all imported files. And the third one is on the water mark panel, with which you can add the water mark in all converted files at one time.
Q: Can you programs support multi audio track?
A: Sorry to say, our products can't support multi audio track currently. But it has been taken as a serious account by our developers.
Q: After importing a DVD into DVD Ripper program, there are so many titles with chapters listed in the program. How could I know which titles should I select to convert?
A: Commonly, the main movie is contained in the title with the largest file size and longest duration, which you could find in the list too. Also, in order to find the right title, you could select a title to preview it first.
Q: There is some protection in my DVDs. Can I use your program to rip it?
A:As you may know, there are many kinds of protections in DVD world. We can't assure you our programs can deal with all of them. You can try to rip it first. If you meet any problem, please feel free to contact our support team. They will try to help you with their best effort. Also, please note, our programs are only designed for non-commercial and individual entertainment purpose.
Q: After inserting the DVD, and clicking the "add" button, my program stopped working. Can you give some suggestions?
A: Actually, it will cost some time to read the DVD you inserted, and it will be the same when starting to burn. So it's reasonable when the program prompts no response. Just be patient for it please.
Q: The subtitle always shows in the output file even though I have selected the "no subtitle" option. How can I remove it?
A: To remove the subtitle, please make sure you have selected the "no subtitle" option for each title separately. If not, please select this option for each title one by one for a try.
About Video Products Technical FAQ
Q: I converted an .avi file, but there is no sound in the converted file. Why?
A: Is there sound when the .avi file was played in our program? Please first install this all-in-one codec to have a try: http://www.free-codecs.com/download/Codec_Pack_All_in_1.htm
If failed again, please send us the program's log file, which is located in Log folder under the program's installation folder. It is Log.txt.
- Q: After converting RM/RMVB file to other format, there is no sound anymore?
A: In this situation, we suggest installing RealPlayer 10 to have a try if you are using RealPlayer version 11.
- Q: When I tried to import a RM/RMVB file, the program said Failed to creator decoder?
A: This is because your system lacks of some decoder related to real media. Please contact our support team (you can find it in our website) with your computer OS. They will offer you a filter patch to solve this problem.
- Q: How can I keep the previously saved files and settings after upgrading?
A: When try to upgrade the program, please choose the same installation path as the previous, then you can keep your previous files and settings. Otherwise, they will be removed from your computer after upgrading.
- Q: Can I load all kinds of plug-in subtitles to various video files?
A: No, you have to follow all these points:
a: This feature just works for the MKV video files.
b: Our programs just can support SRT subtitle format.
- Q:Where can I find a detailed guide?
A: Please click "Help" then choose "Help Content" and you will see the user manual.
- Q: When installing, it prompts "the file is corrupt"? why?
A: Please make sure the program file size is correct. If not, please download this program again from our homepage.
- Q: There are some spots or lines in the output file, how to remove it?
A: Please choose higher parameters in "Settings", please also click "Edit", then under the tab of "Effect", in the drop down list of "Deinterlacing", you need to choose anyone but "None".
- Q: How to get a full screen/ 16:9/4:3 output file? How to control the aspect ratio?
A: Please click "Edit", then under the tab "Crop", you can choose "keep original/ Full Screen/ 16:9/ 4:3/ Letterbox/ Pan&Scan" to adjust it. You can see the preview in the output preview window when adjusting. You can also change the settings parameters to adjust it. After adjust well, click "Ok", then start conversion.
- Q: How to rename the output files?
Convert DVD Video as both DVD Movie Converter and HD Video Converter software.
Rip DVD to any popular video formats for playback on iPod, iPhone, Zune, PSP, Walkman etc.
Convert video for playback on all popular portable video/ audio players.
Convert DVD to AVI, 3GP, MP4, WMV, MP3, AAC and WMA for BlackBerry Storm, Bold, Curve, Pearl.
Convert video files to AVI, 3GP, MP4, WMV, MP3 and WMA for BlackBerry Storm, Bold, Curve, Pearl.
Convert video files to AVI, 3GP, MP4, WMV, MP3 and WMA for BlackBerry Storm, Bold, Curve, Pearl.
Convert DVD to MP4, M4V, MP3 and M4A (MPEG-4 audio) for playback on iPhone.
Convert Video to MP4, M4V, MP3 and M4A (MPEG-4 audio) for playback on iPhone.
Rip DVD to MP4, M4A, AAC, MP3 and M4V for playback on iPod.
Convert video files to MP3, M4A, AAC, MP4 and M4V for playback on iPod.
Convert DVD to Zune formats (MP4, WMV) with fast conversion speed and excellent quality.
Convert regular video files to Walkman MPEG-4 for playback all types of Walkman players.