How We Ship Your Order

We offer several ways you can receive your ordered products:

• For new software orders paid by credit card, your FREE Internet download instructions are emailed to you immediately.
• For software upgrade orders paid by any method, we process the order before you will receive the email with your FREE Internet download instructions.
• For COD orders we typically ship the same or next day. Please note: COD is not available for International orders.
• For orders paid by Cashier's Check sent to MTU, we ship after we receive your check.
• We regret that we no longer ship CDR drives, CDR media Computers or any other hardware outside the USA. The reason is the NAFTA paperwork, Export Commercial Invoices, Variable VAT and Duties we are charged back when they are not paid by the customer, bad credit cards, and high increases in freight costs. It simply is not economically viable for MTU to sell hardware overseas. If you cannot download the software over the Internet, if you order the CDROM, we will mail it to you.

Frequently Asked Questions

1. How can I contact MTU if I have a question?
   For sales questions before you purchase, you can call our listed phone number. Please be aware that our sales staff does not handle support problems.
   
   For support questions once you have the product, please click here to register for the Forums and post your question there. That way you know we received it and we will answer as soon as we can. We do not recommend trying to email us. At March 2006, email can no longer be relied on to get to us, or our email back to you. We correspond from @mtu.com, which some Internet Service Providers today block because it is a ".com" address.
2. What are business days?
   A business day is any Monday through Friday that is not a holiday recognized by MTU. If you place an order on Monday, it would usually ship that day or the following day (Tuesday in this case). If you placed an order on a Friday afternoon, it will usually ship the following Monday. This delay is because Saturday and Sunday are not business days that MTU processes orders.
3. How will I receive my order?
   
   • Individual Software Products or Karaoke Suites - If these are for free Internet delivery, they are processed automatically by our web site store. As soon as your credit card is approved you are sent an email for each ordered product with download instructions. Please note that you may receive the instructions immediately to a day later, depending on your email provider. If you use a free email service expect to receive it 12 to 24 hours later. Make sure your email box is empty so your emails are not returned to us. If you order an upgrade software product, we must process the order on normal business hours and days before your Internet Delivery email is sent to out.
   • Software Upgrade orders - These are processed manually Monday through Friday, with Saturday and Sunday orders processed on Monday. It can take up to 24 hours to process these orders.
   • CDROM delivery software orders - These ship the same day if the order is received before 2:00PM, EST, or the next business day if received later. Shipments are made only on Monday through Friday, excluding MTU recognized Holidays.
   • CD Recorder drives - These ship the same day if received by 2:00PM EST, or the next business day if received later. Occasionally we may run out of CD-Recorder stock. If you critically need to have a drive by a certain date, please call us to make sure we know and can try to meet your needs.
   • Computer Workstations - These orders typically take 2 weeks to build and ship. We will perform a 2-day burn-in without errors to insure the components are operating correctly before shipment.
4. How long will it take to receive the items I ordered?
   
   • Internet Delivery: - This can be immediate to a day later. Click here for details.
   • USA Postal Mail: - Using this option, the actual shipping time is normally 2-12 business days.
   • International Postal Mail: - Using this option, the actual shipping time is normally 5-22 business days.
   • UPS Ground: - The actual shipping time is normally 1-5 business days for most of the USA (excluding Alaska and Hawaii) and Canada.
   • UPS Blue: - The actual shipping time is 2 business days in the USA (excluding Alaska and Hawaii) and Canada.
   • UPS Red: - The actual shipping time is 1 business day for the USA (excluding Alaska and Hawaii) and Canada.
   • UPS Red Saturday Delivery: - The actual shipping time is 1 business day for the USA (excluding Alaska and Hawaii). This is an expensive option that is available if you are ordering at the end of the week and must have product on Saturday.
   • Federal Express International: - We do not ship CDR drives, computers or other hardware outside the USA. CDROMs are send by mail.
   • UPS COD Payment: - When you select this payment method we add the cost of a CDROM into the COD charge and ship by UPS Ground. Therefore, you do not need to order a CDROM when you pay by COD. For faster shipping times, please select another shipping method (extra costs will apply).
5. How can I track my order?
   Orders shipped by UPS (United Parcel Service) can be tracked by Tracking Number to find the location of your shipment. Click here for the UPS Web site where you can track your order by clicking on Tracking at their site. There is a field for you to enter your tracking number. MTU can provide this number if you email or call for it.
6. Can you ship my order to a Post Office Box?
   Yes, we can mail an order for only a CDROM to a Post Office Box. UPS will not deliver to a P.O. Box. Further, we cannot ship a CD-Recorder or Workstation to a P.O. Box. NOTE: By using the US Postal Service, there will be no way to track your shipment.
7. What happens if my items arrive damaged?
   As soon as you realize there is a problem, call us to let us know.
   
   • For a CDROM shipment, we will send a new CDROM the same or the next day you report the problem.
   • For a CD-Recorder shipment, if the product shipping carton is clearly damaged when you receive it, do not open it. Call us and we will arrange for UPS to come and inspect the damage for the insurance claim. We will give you an RMA number to return the package for UPS to return the package to us. Once we are notified they have the package, we will send you a new CD-Recorder. If the CD-Recorder has hidden damage that appears only when it is installed and operated, call MTU Support once you determine there is a problem. Click here to see our Warranty Policy in this case.
8. What do I do if MTU makes an error on my order?
   If MTU ships you the wrong product, contact us immediately when you receive the shipment. We will reship to you at our expense. If the shipment is a CD-Recorder drive, we will arrange for UPS to come and pick the package up and return it to MTU at our expense. As soon as they have the shipment in their possession, we will send you the correct product.
   
   If you give us an incorrect shipping address that we correctly used, if the shipping cost is under $3.00 we will pay the freight to reship to you. If it is $3.00 or more, you will need to pay for the second shipping cost.