Frequently Asked Questions

General Purchasing

General Purchasing FAQ

Recent Updates: (26 sep 2008)

1.06	How fast are the orders processed?
1.14	Is my purchase BioWare Store purchase associated with a specific BioWare Community Account?
1.15	When attempting to make a purchase from the BioWare Store my credit card got declined three times and now I'm receiving a message saying I have been banned what can I do?
1.16	My credit card is being declined by the BioWare Store but I've used it online before without any trouble, why is this happening?
1.17	How do I view a receipt for a purchase made at the BioWare Store?

Please select a question:

1.01	What is my CVV (Card Verification Value) number? Where is it and why do you need it?
1.02	Can I place an order over the phone?
1.03	Can I return a purchased module?
1.04	Do I need a BioWare Community Account to purchase from the store?
1.05	Will I have to pay sales tax on my BioWare online store orders?
1.06	How fast are the orders processed?
1.07	What browsers are supported by the BioWare Online Store?
1.08	Can I purchase other BioWare games at the BioWare Online Store?
1.09	I can't find Baldur's Gate anywhere; will you be offering a complete collection of BioWare's classic games via the BioWare Store?
1.10	Can I pay using Canadian dollars?
1.11	Will the modules only be in English?
1.12	My store transaction failed, why is there a charge on my credit card statement?
1.13	Are international orders accepted?
1.14	Is my purchase BioWare Store purchase associated with a specific BioWare Community Account?
1.15	When attempting to make a purchase from the BioWare Store my credit card got declined three times and now I'm receiving a message saying I have been banned what can I do?
1.16	My credit card is being declined by the BioWare Store but I've used it online before without any trouble, why is this happening?
1.17	How do I view a receipt for a purchase made at the BioWare Store?

1.01: What is my CVV (Card Verification Value) number? Where is it and why do you need it? (Back to Top)

The CVV Number is a special 3 digit number located on the back of your credit card after your regular card number within the signature stripe. It is unique to your credit card and is used to prevent fraud and verify your credit card.

1.02: Can I place an order over the phone? (Back to Top)

At this time we are not offering the ability to make telephone orders.

1.03: Can I return a purchased module? (Back to Top)

At its discretion, BioWare shall provide refunds for unused digital products purchased at The Store. This policy does not extend to gift certificates for digital products.

Except as specifically provided in the license, BioWare Corp. does not accept refunds or returns on used digital products purchased at The Store in whole or in part for any reason including, without limitation, interruption or unavailability of any or all of BioWare's Internet Services.

You are liable for all charges posted to your credit card account. As the customer you must:

a) Ensure that you meet the software requirements for Digital Products licensed from The Store including but not limited to owning any related products etc.

b) Ensure that you meet the computer requirements for Digital Products including but not limited to video cards, drivers, operating systems etc.

c) Ensure that you have access to an active Internet connection if required by the product.

1.04: Do I need a BioWare Community Account to purchase from the store? (Back to Top)

Yes, a Community Account is required to make a purchase from the BioWare Online Store.

1.05: Will I have to pay sales tax on my BioWare online store orders? (Back to Top)

Because BioWare is a Canadian company, we are obliged to collect a Goods and Services Tax (GST) of 6% on purchases made by Canadian customers.

1.06: How fast are the orders processed? (Back to Top)

See section 3.1 of the BioWare Store Policy.

1.07: What browsers are supported by the BioWare Online Store? (Back to Top)

Internet Explorer 5.0+

Mozilla 1.5+

Opera 7.23+

Netscape 7.1+

Safari 1.2.3+

1.08: Can I purchase other BioWare games at the BioWare Online Store? (Back to Top)

At this time we are not offering other BioWare games at the BioWare Online Store.

1.09: I can't find Baldur's Gate anywhere; will you be offering a complete collection of BioWare's classic games via the BioWare Store? (Back to Top)

At this time we are not offering other BioWare games at the BioWare Online Store.

1.10: Can I pay using Canadian dollars? (Back to Top)

All transactions on the BioWare Online Store are in U.S. Dollars. This is the currency that we have setup with our payment authorizer. No other currency selection is available.

1.11: Will the modules only be in English? (Back to Top)

Yes, the modules will be in English-only, for the time being as the costs and logistics of translation appear to be prohibitive. If the modules are successful in English, we may consider localizing these or other BioWare Premium Modules in the future.

1.12: My store transaction failed, why is there a charge on my credit card statement? (Back to Top)

The charge you're seeing is your credit card company "reserving" the purchase amount on your credit card after a failed transaction. THIS IS NOT A PERMANENT CHARGE.

When there is Address Verification failure the policy of Visa/MasterCard is to reserve the purchase amount on your credit card for 5-7 days. That money is considered unavailable for any other transactions even though the original transaction failed. This reservation of funds will expire after 5-7 days and you will NOT be billed for this amount.

Before attempting another purchase it is important to ensure the mailing address information entered for the purchase is precisely the same information your bank or financial institution has on record for you.

1.13: Are international orders accepted? (Back to Top)

Absolutely! BioWare is pleased to accept orders from customers outside Canada and the USA. Please see the International Orders section of Help and Support for full details.

1.14: Is my purchase BioWare Store purchase associated with a specific BioWare Community Account? (Back to Top)

Yes, your BioWare Store purchases are associated with the account you were logged in with when you completed the transaction at the BioWare Online Store. If you are logged in using an account other than the one you made the purchase with you will not be able to access your purchase.

1.15: When attempting to make a purchase from the BioWare Store my credit card got declined three times and now I'm receiving a message saying I have been banned what can I do? (Back to Top)

The BioWare Store issues a temporary 30 minute ban the first time your account attempts and fails three transactions in a row. If your account fails three transactions in a row for a second time the ban will be upgraded to long term. If you suspect your account has been long-term banned please contact BioWare Support.

1.16: My credit card is being declined by the BioWare Store but I've used it online before without any trouble, why is this happening? (Back to Top)

The BioWare Store uses address verification to protect your purchase. In order to succesfully complete your purchase you will need to enter your address information in precisely the same way it is printed on your credit card statement. Even minor deviations may result in your purchase being declined.

1.17: How do I view a receipt for a purchase made at the BioWare Store? (Back to Top)

You can login to your account at the BioWare community to view or print your invoices as follows:

Visit the BioWare Store.
Login to your BioWare Community account using the username and password you made your purchases with.

Click "Store Receipts"

A listing of your receipts will appear. To view a specific receipt click "View Receipt".