Questions before you buy, or something not working after: both land in the same place. We usually reply within one to two business days, and there’s no such thing as a silly question here.
Already bought, and stuck? The support page has the three usual culprits, and one of them is the answer about nine times in ten. It’s faster than waiting on us.
Otherwise, tell us what’s going on below. If it’s about an order, say which product you bought and which app you’re using. A screenshot beats a paragraph nearly every time.
What helps us answer in one reply
The messages that take two rounds are the ones where we have to write back and ask what you’re looking at. If you can, tell us:
- Which product, by name — the theme as well as the type, if you have it.
- Which app you opened it in. GoodNotes, Noteshelf and Noteful behave differently enough that the answer changes.
- What you expected, and what happened instead. “The tabs don’t go anywhere” and “the file won’t open” are different problems with different fixes.
What we can and can’t do
We can re-send your files, sort out a download that won’t open, point you at the right size or orientation before you buy, and tell you honestly whether something we make fits what you’re doing. If we’ve got a file wrong, we fix it and the new version is free.
Because everything we sell is a digital file delivered instantly, all sales are final — no returns and no exchanges. That is the one thing this form can’t change, which is why the question before you buy is worth asking, and why we’d rather talk you out of the wrong product than sell it to you.