Frequenly Asked Questions

SHOPPING ASSISTANCE

Using Your Shopping Cart

As you shop, you can collect items by adding them to your virtual shopping cart. This does not obligate you to buy them; it just keeps track of the items you have selected.

You can review the items in your shopping cart at any time by clicking on the Shopping Cart icon located on the top menu bar. If, after reviewing the contents of your shopping cart, you are ready to purchase the items, click the button to begin the Checkout process.

Adding an Item to Your Shopping Cart

As you shop, you can add items to your shopping cart by clicking on the button found on Product Listing and Product Detail pages and on other areas of the website. You can always review your selections by clicking on the Shopping Cart icon located on the top menu bar.

Changing An Item Quantity in Your Shopping Cart

If you want to purchase more than one of any item, simply change the number in the shopping cart's quantity box and click the button. We will automatically recalculate your subtotal.

If you wish to buy an item in larger quantities (5 or more), please visit our Group Sales page. Group orders may qualify for a discount.

Removing an Item From Your Shopping Cart

If you want to remove an item from your shopping cart, simply click on the button next to the item you want to eliminate. We will automatically recalculate your subtotal.

Checking Out

When you have finished shopping and are satisfied with the items in your shopping cart, you may begin the Checkout process by clicking on the button.

Checking Your Order Status / Order History

After you complete your order, you will receive an email from us confirming your order details. This email contains a link you can follow to check on the status of your order.

You may check the status of you order online at any time by visiting the Order Status page. You will need to enter your Order Number and Email address.

PAYMENT & BILLING

Is it Safe?

We process all orders over a secure server employing the Secure Socket Layer (SSL) protocol and 128-bit encryption to ensure the safety of your sensitive information. We also employ a digital certificate for security that is issued by VeriSign. We store and manage your credit card information with the highest level of security and privacy available.

Payment Methods

We accept Visa, Mastercard, and American Express credit cards issued in the United States and Canada. International cards may be accepted with proper validation for Software Only purchases.

We also accept Purchase Orders from qualified institutions.

All prices in our store are listed in US dollars.

Using Credit Cards

You can confidently pay for your order with your Visa, Mastercard, or American Express credit card. We do not bill your credit card until we ship your order. Partial orders are billed as each item is shipped.

Please be aware that once we receive credit card authorization, the funds may be reserved for up to 30 days, depending on the bank (please check the policy of your lending institution). Also, if you are paying with a debit card, please verify with your bank if there are limitations pertaining to daily withdrawals on your card. pdaMD reserves the right to request additional identification. If additional information is needed, we will contact you by phone or Email.

Using Purchase Orders

We accept Purchase Orders from qualified institutions in the United States and Canada. To place an order using a Purchase Order, please send an Email to our sales department.

Group Sales

If you wish to buy an item in larger quantities (5 or more), please visit our Group Sales page. Group orders may qualify for a discount.

Getting a Copy of Your Receipt/Invoice

To view and print a copy of your receipt or invoice, follow the status link provided in the order confirmation Email that was sent to you when you completed your order. You can print the status page to use as a receipt or invoice.

SHIPPING

Where We Ship

Our reseller agreements with handheld manufacturers limit shipments to destinations in the United States and Canada. We also ship items to U.S. territories and protectorates, and overseas military personnel with APO and FPO addresses. We do not ship items internationally.

Shipping Time

Shipping time is based on a combination of item availability and delivery time. All orders are shipped via UPS Ground, unless expedited shipping is selected, when the items are available. If the delivery is to a PO Box, the order will be shipped via USPS Priority Mail.

Shipping Costs

In an effort to minimize your expense, shipping costs are calculated based on the weight and volume of your order, and your postal zone. Actual shipping costs are calculated at the time of your order based on these variables.

RETURNS & WARRANTY

Return Policy

We offer a 30-day return on unopened devices and accessories that are in the original manufacturer's packaging.

Returns must be 100% complete, in original unopened packaging with the UPC or bar code intact. All components, manuals, registration card(s), software, cables and accessories must be included.

Returns of devices and accessories will be based on the current list price at the time of the return less a restocking fee of 15%.

All software sales are final. Software cannot be returned.

Credit will be issued after our warehouse receives and processes your return; however, your credit card company determines when the issued credit will be reflected in your statement. Please allow one to two billing cycles.

ALL returns require a RETURN MERCHANDISE AUTHORIZATION NUMBER (RMA#) to ensure you are fully credited. Please read our Return Procedure for information on how to request an RMA#

Warranty

All products sold in the pdaMD store are covered by the original manufacturer's warranty. If you experience a problem with your hardware or software within 14 days of purchase, please contact us as we may be able to simply mreplace it. Beyond 14 days, you can initiate a warranty claim directly through the product manufacturer.

Manufacturer's contact information:
Palm: 1-888-956-7256 or Palm Online Support
HP: 1-800-414-6836 or HP Online Support
Apple: 1-800-275-2273

ALL warranty returns require a RETURN MERCHANDISE AUTHORIZATION NUMBER (RMA#). Please read our Return Procedure for information on how to request an RMA#.

Return Procedure

A RETURN MERCHANDISE AUTHORIZATION NUMBER (RMA#) is required for ALL returns. Merchandise must be returned within 15 days of the issuance of the RMA#, at which time the RMA# expires. RMA#'s are non-renewable.

Please contact our returns department to obtain a return authorization number: support@pdamd.com
Toll-free phone: 1-800-462-0388

Contact us and we will assist you.

PRODUCT SUPPORT - Software

If I purchase a PDA and software from you, does the software come preloaded on the PDA?

Due to specific registration and installation reqirements, software is not preloaded onto PDAs.

How do I download the software after I have purchased it?

*Note* If you have purchased a new device, please install the desktop software that came with your device before you complete the following instructions for downloading your new software.

  1. In the second confirmation e-mail we sent you after you placed your order you will find a download link for your software. Please click on that link and, as long as you are connected to the Internet, it will take you to your personal download page.
  2. Once on your personal download page, please click the 'Download' button at the bottom of the screen.
  3. Shortly thereafter, a box will pop up on the screen asking you what you want to do with the file. Please choose to save the file to your Desktop. (You will need to select Desktop if it is not the default option).
  4. The file will begin to download. When completed, please go to the Desktop screen on your computer (this is the initial screen when your computer is turned on where all the icons are).
  5. You should see a file called "PDA Applications". This is a zip file that needs to be unzipped. If you do not know how to unzip a file you will need to get WinZip. To do so, go to www.winzip.com and select "Download Free Trial".
  6. Now go back to your PDA Applications icon on your Desktop screen and double click on it. WinZip will begin to open the file. Choose “Use Evaluation Version”.
  7. Once it is unzipped you should see the programs you purchased listed there. You may need to unzip them further if you still see a zip icon next to the program.

For Palm OS PDA’s: Files are completely unzipped when you see ones that end in .exe, .prc, or .pdb. These then need to be double clicked on to install.

For .exe files, you will need to be connected to the Internet for this to function properly. Exe files will need to run an on-screen installation, which you will begin by double clicking on the .exe file. Click Next through each screen, agreeing to the Terms and Conditions where applicable. When you reach the end of this process, you will be prompted to HotSync. Do so now. (NOTE: If you have a Macintosh computer, please contact Customer Service, as the installation of these .exe program files is done differently).

.prc and .pdb files are ready to be moved into the Install Tool by double clicking on them. Once they are listed in your Install Tool, click DONE. The next time you HotSync, these files will transfer over to your PDA. (NOTE: If you double click on a .prc or .pdb file and you get an error message that the file does not exist, please drag and drop that file onto your Desktop screen and then double click on the files from there).

My software is not transferring onto the device – what is going on?

There are several reasons why your software would not transfer to your device:

  • The download was saved to Documents, as opposed to the Desktop. See our downloading instructions for more information.
  • Your device is a Palm but your software is for Pocket PC or vice versa.
  • A serial number (found in your confirmation email) might be required during the hotsync to complete the installation.
  • Your software might require an internet connection to complete the installation, and the device can't find one. Verify that your computer is connected to the internet.
  • The device does not have enough space.

If you are receiving a specific error message during the installation, contact us for additional assistance.

What is an Unlock Code and how do I get one?

Most of the software titles we sell on pdaMD require unlock codes to unlock the full functionality of the software. Typically, you must first register your software with the software manufacturer, at which time you will receive an unlock code.

Instructions on how to register your software will be emailed to you automatically once your order is complete. You may need to check your bulk or junk mail folders, as sometimes your email client will flag our email as spam. However, if you are not getting our emails, contact us and we will assist you.

How do I register my software?

Once you have downloaded your software, in most cases you will need to register and unlock it.

Instructions on how to register your software will be emailed to you automatically once your order is complete. Your confirmation email will include a Serial Number and a link to the software manufacturer's registration page. In some cases, you will be asked to create an account with the software manufacturer.

Follow the instructions on the software manufacturer's site to complete your registration. You will need your Serial Number and your Device ID. Your Device ID can be found on your device on the screen asking you to register your software. When you complete the registration process you will receive an Unlock Code. Enter this Unlock Code on the screen asking you to register your software.

You may need to check your bulk or junk mail folders, as sometimes your email client will flag our email as spam. However, if you are not getting our emails, contact us and we will assist you.

My device died and I now have a new one. How do I load the software onto my new device? How do I get my codes registered?

To redownload your software, please contact us your 12 digit order number or the email address you used at the time of the purchase. Your order will be reactivated and the download link will be resent. Or, if you purchased a CD along with your order, you can simply load the CD into your CD- Rom drive and run through the installation of the software to reload it to your new device.

For Epocrates users, visit www.epocrates.com and log on to your account. If your subscription is still active, you will have the option to redownload it.

As for unlocking your software once it has been loaded on a new device, you will need to contact the software manufacturer for a new code. If you are not sure who the manufacturer is, you can contact us for assistance.

PRODUCT SUPPORT - HARDWARE

Palm OS

While loading my new Palm desktop software, I received an error message. What do I do?

There could be a number of reasons why you are getting this error. Send us an email with the exact error message you are receiving, and instructions to resolve the issue will be sent. Or visit Palm Online Support and enter the error message for possible solutions.

How do I import/export data from one user profile to another?

To import-export information from one device name to another, please follow the instructions below:

  1. Open up your Palm Desktop software and choose the name of the profile you are exporting your information from (can be found in the right hand corner of your palm desktop).
  2. Transferring names/contacts: Highlight all of the names/contacts you would like to export. (Choose edit, and then select all)
  3. Once all of the names/contact have been highlighted, choose file then export. Name the export file "contacts". Click on export.
  4. Choose the profile you are importing the contacts to (can be found in the right hand corner of your palm desktop).
  5. Click on the contacts tab on the left-hand side of your palm desktop.
  6. Click on file, then import. Choose the file named "contacts" to import.

Your names/contacts have now been imported into your new profile name. These instructions caan also be used to transfer your Memos, Notes and Calendar.

PRODUCT SUPPORT - Hardware - Palm OS

While loading my Palm desktop software, I received an error message. What do I do?

There could be a number of reasons why you are getting this error. Send us an email with the exact error message you are receiving, and instructions to resolve the issue will be sent. You can also go to Palm Online Suport and enter the error message for possible solutions.

Can I sync my device with multiple computers?

Yes, all you need to do is install the palm desktop software on each computer you want to sync with.

Why can't I HotSync my device?

If you press the HotSync button on the cable or the icon on the device, and no window opens on your computer but you receive a message on the device, make sure the HotSync Manager application is turned on.

Before you can initiate a HotSync operation, the HotSync Manager application on your Windows or Mac computer must be turned on.

By default, when you installed the Palm Desktop software, the HotSync Manager is set to turn itself on every time you start your computer. However, if you have changed this option or manually turned off HotSync Manager, you will need to turn it back on again.

  1. From the Windows Start Menu, click on Programs.
  2. Click on Palm or Palm One.
  3. Click on HotSync Manager. This will launch the HotSync Manager application.

After completing these steps, look in the Windows System Tray. You should see the HotSync Manager icon, which looks like a circle with a red arrow and a blue arrow. If you do not see this icon, you may need to re-install the Palm Desktop software.

If you are still unable to sync, try doing a soft reset. A soft reset is similar to restarting you’re desktop computer, and may be used to fix a number of issues. A soft resets usually does not affect your personal data on your device, unless your battery is low.

If, after these steps, you are still unable to sync your device, make sure you have the most recent version of your palm software. You can download the most recent version from Palm.

How do I perform a soft reset?

A soft reset is similar to restarting you’re desktop computer, and may be used to fix a number of issues. A soft resets usually does not affect your personal data on your device, unless your battery is low.

To perform a soft reset on a Treo smartphone:

  1. Press the Battery Door Release button and remove the battery cover on the back of your smartphone.
  2. Take out the battery.
  3. Put the battery back in.
  4. Replace the battery door.

After a soft reset, a logo screen appears, followed shortly by a Preferences screen asking you to set time and date.

To perfrom a soft reset on all other devices:

  1. Use an unfolded paper clip or the reset tool at the tip of your stylus.
  2. Gently press the RESET button inside the hole on the back panel of your device.
  3. All data on your device should be retained. If you do lose data after a soft reset, you may have a more serious issue with your hardware that requires a repair.

After a soft reset, a logo screen appears, followed shortly by a Preferences screen asking you to set time and date.

How do I perform a hard reset on my device?

To resolve some issues with your device or software, a hard reset might be needed.

Warning: A hard reset will erase everything on your device. All your data will be removed, and formats, preferences and other settings are restored to their factory default settings. Don't perform a hard reset unless you've backed up your data, or you're willing to lose everything.

To perform a hard reset:

  1. Hold down the power (on/off) button on your device.
  2. While holding down the power button, turn over your device so that you can see the back of it. Still holding the power button, use an unfolded paper clip or a similar small object, to gently press the RESET hole on the back. *Note:* Treo 680: There is no RESET button; instead, remove the battery and replace it while holding the Power button. It helps to remove the battery cover (but not the battery) before starting a System Reset, so your hand is free to hold the Power button throughout.
  3. When the Palm Powered logo appears, release the power button.

    Keep holding Power when you see this screen.

    Release Power when you see this screen:

  4. A message will appear warning you that you are about to erase all data. Press the "up" button to continue and erase all data.

How do I rename my Palm back up folder?

After doing a hard reset, it will sometimes be necessary to rename the back up folder. These steps will insure that deleted or corrupted items are not reinstalled automatically through the backup system on the computer.

  1. Right click on your start button and choose explore
  2. Click on the Local Disk, C: Drive.
  3. Double click on the folder called Program Files.
  4. Double click on the folder called PalmOne or Palm
  5. Once inside the Palm folder, double click on the folder that has your device Username. The name might appear backwards, incomplete or just initials.
  6. Inside that, look for the folder called Backup and right click on it and choose rename.
  7. Rename your back folder to Backup.old
  8. You have successfully renamed your back up folder. Sync your device and when prompted, select either the existing user or a new one.