About your order

Please read this entire document for important information about your order.

Order confirmation

You should receive two e-mails about your purchase:

  1. An invoice containing billing information. The subject line will begin with "Kagi.com Receipt for Purchase…"
  2. A Product Information e-mail. The subject will begin with "The X Lab Product Information for Purchase…"

It can take up to four (4) hours for these e-mails to arrive if Kagi's servers are busy. The sender will be admin@kagi.com.

The Product Information e-mail is very important: if you purchased a product delivered via download, it contains the link for downloading the electronic delivery portion of your purchase.

Reading the entire Product Information e-mail, including any links therein, will save you time.

If you do not receive these e-mails within four hours, one of several things may have happened:

  • Your e-mail client marked the e-mails as junk mail. Check the Junk Mail or Trash folders of your e-mail client for the e-mails described above.
  • You provided an incorrect e-mail address on your order. If you typed your e-mail address incorrectly in the order form, the two e-mails will not reach you. Send us an note from your correct e-mail address. Include your name and mailing address information or the Transaction ID (if you saved a copy of your order) so that we can confirm that the address correction is from you. Once we have authenticated the order, we will forward a copy of the Product Information note to the correct e-mail address.
  • Your order requires our approval. This can happen if the fraud prevention system suspects something may be amiss with your order. We generally resolve all order approvals within one business day of the order being placed. It is very important that we have your correct e-mail address as we may need to contact you by e-mail or telephone to authenticate your order before we can approve it. If we cannot authenticate the validity of the order, it will be disapproved: this is to protect both you and The X Lab from potential fraud.

The Product Information e-mail contains a link entitled "Click here for important information about your purchase." Be sure to click that link and read the important information it contains, such as details about the delivery of your purchase. There is one such link below each of the products you purchased. If you would like to read that information now, click the following link corresponding to the products you purchased:

Your e-mail address

It is important that you provide your real e-mail address on the order form. We need a real e-mail address to contact you in the event of problems with your order or to confirm the shipping address for a CD. We protect our customers' privacy: your real e-mail address is safe with us.

If you provided a temporary e-mail address on your order, send us an note from your real e-mail address. Include your name and mailing address information or the Transaction ID (if you saved a copy of your order) so that we can confirm that the address correction is from you.

Your shipping address

It is important that you provide a real and accurate shipping address for products requiring physical delivery, such as our CDs. If you find that you incorrectly typed your shipping address, send us an note from your real e-mail address with the correct shipping address. As noted earlier, we protect our customers' privacy: your shipping address is safe with us.

Use of this site signifies your agreement to the terms of use.