All Trend Micro SMB products are eligible for return for refund within 30 calendar days from date of purchase.

To request a refund, please fill out the online Product Returns form. You will be asked to enter the Order Number. Once the Order Number has been submitted you will be asked to enter the Registration Key(s) next to the product(s) you wish to return. If you selected all Trend Micro SMB products from the original purchase to be returned, the amount of extended download and/or backup DVD (if purchased) will be credited to your card as well. Your credit card will be credited within 2 to 3 weeks for the purchase amount of the products(s) being returned, and should appear on your next billing statement.

If you require additional assistance on your Trend Micro SMB product return, you can contact us here.


CAN I HAVE MY CONFIRMATION EMAIL SENT TO A NEW EMAIL ADDRESS?

If you would like us to forward your confirmation email to a new address, please send an email to Shop.eCommerce.trendmicro@licensetech.com. In the description, please provide us with your full name, address and the last 5 digits of the credit card that was used to complete the original purchase. Please note that this request is for security purposes only. Once we have this information, we will verify it against our database and forward your confirmation email to the new email address of your choice.


MY QUESTION HAS NOT BEEN ANSWERED IN THE FAQ, WHAT CAN I DO?

Please send an email to Shop.eCommerce.trendmicro@licensetech.com with your specific question.


I CONTINUE TO GET CREDIT CARD/ADDRESS VERIFICATION FAILURE WHEN PURCHASING PRODUCTS. WHAT CAN I DO?

We apologize that you are having difficulties with the address verification process. However this is a standard process which is strictly enforced. Please enter your credit card information as it exactly appears on your bank statement which holds your credit card. We must have an exact match, including zip code* from this statement. Please try your purchase again, entering the billing info exactly as it appears on your statement. If you are still experiencing problems, we suggest you contact your credit card company to get the exact address on file. Please contact us if you require further assistance.

*Do you have the extra 4 numbers (zip+4) added at the end of the zip code? If it is set up with your bank then you need to enter them.


HOW CAN I MAKE COMMENTS TO TREND MICRO?

For technical support with SMB products, please contact Trend Micro at the Trend Micro Question Submit Page or search the online knowledge base at the Trend Micro Support Page.


I AM A CANADIAN RESIDENT – WHAT IS THIS ADDITIONAL CHARGE ON MY ORDER?

Canadian customs require taxes be paid on the sale price of your transaction. Depending on your place of residence, this tax may be reflected as one of the following; PST, GST or HST. This tax was assessed on your transaction at the time of purchase. For further information in regards to Canadian Customs, please visit the following link: http://www.cra-arc.gc.ca/


WHAT ARE YOUR EXPORT AND DENIED PARTY POLICIES?

LTG enforces U.S federal export rules. All orders are screened according to the U.S. government guidelines for denied party screening. For more information, please visit: http://www.bis.doc.gov/dpl


WHAT SHOULD I DO IF YOUR WEBSITE IS DOWN?

Very occasionally we experience difficulties with our website. In such cases, there are no charge completed to your account. In the event that this occurs, please try your purchase again later. We sincerely apologize for the inconvenience.


HOW DO I KNOW THIS SITE IS SECURE?

We secure all transactions on this site through the use of SSL certificates. SSL Certificates give a website the ability to communicate securely with its web customers. Without a certificate, any information sent to a website can be intercepted and viewed by anyone. The certificate is installed on a secure server and is used to identify the merchant using it and to encrypt the credit card, and other sensitive, data being transmitted.


CAN YOU EXPLAIN THE RENEWAL PROCESS?

Before your license expiration, the SMB product will send out several reminders to you. You can click the link in the message to go to our online payment web site and make the purchase. After the payment, Trend Micro will extend the license in the backend system for the additional period you purchased within 24 hours. To ensure you always have the most updated protection to your computer, we strongly recommend you keep your license up to date.


HOW CAN I CONTACT CUSTOMER SERVICE?

Shop eCommerce Trend is only able to support questions concerning the financial transaction. If you are having problems purchasing your order please send your question to Shop.eCommerce.trendmicro@licensetech.com
If you are having technical problems (i.e.) serial number is invalid, or cannot register product; please submit a request to the Trend Micro support team at the Trend Micro Question Submit page.