Upgrade Purchasing Policy


General Purchasing Policies

Vectorworks software is available for purchase globally.  US customers may purchase directly through Vectorworks, Inc. by calling 888-646-4223 9:00 a.m. to 5:30 p.m. ET, Monday-Friday or visiting our online store. If you are a customer outside of the United States, please visit our Distributor page to locate a distributor in your area.

For questions regarding our purchasing policies within the US, please review our frequently asked questions below:


How do I contact customer service?

The Customer Service Team at Vectorworks, Inc may be reached at customerservice@vectorworks.net or by calling 443.542.0393.


What are your sales and customer service hours?

Sales and Customer Service may be reached 9:00 a.m. to 5:30 p.m. ET, Monday-Friday.

How long does it take to get my order?

Please allow 24-48 hours for processing.


Do you charge sales tax?

We charge sales tax for items shipped to destinations in the following states: Colorado, California, Georgia, Maine, Maryland, North Carolina, Nevada, New York, Pennsylvania, Washington and Texas.


How will my order be delivered?

We currently offer four shipping options within the United States: standard, expedited, express, and electronic delivery.

The purchase of Vision, any physical training material, or the purchase of a partner product requires the selection of a shipping method other than electronic delivery. Vectorworks Fundamentals, Landmark, Spotlight, Architect, and Designer may be delivered electronically.


Do you ship internationally?

Vectorworks, Inc. ships only within the United States.  If you are a customer outside of the United States, please visit our Distributor page to locate a distributor in your area.


Do you ship to P.O. boxes?

Sorry, at this time, we don't ship to P.O. boxes.

What is your return policy?

If you are not satisfied for any reason, our return policy allows you to send back your purchase within 30 days of the date you received the package for an exchange or a refund of the purchase price, minus the shipping and handling.




Upgrade Policies

General Upgrade Policy Information

Keeping current with Vectorworks software allows you to maximize your efficiency and take advantage of cutting-edge technology. Our subscription program, Vectorworks Service Select, is the most cost-effective way to ensure that you will always have access to the most current version of our software. We have updated our upgrade policy to reflect the continued growth of our subscription program and the advancements of our software. 


What is changing around the upgrade policy?

As of September 14, 2016, Vectorworks, Inc. will discontinue the current upgrade options that are available for licenses four or more versions behind the current version. Users who are designing with one of these older versions will only be able to transition to the current version by purchasing a new license.

Why is Vectorworks changing the upgrade policy?

Vectorworks software continually evolves as new hardware and technologies become available. We want to support you and your business as you evolve, as well as help you take advantage of our newest features and latest technologies.

Vectorworks Service Select is the most cost-effective way to ensure that you will always have access to the most current version of our software. Recognizing that most of our customers are already on subscription, we are simplifying our upgrade options.

Who is impacted by these changes?

Anyone who would like to transition to the current version of Vectorworks software but is currently using a license four or more versions behind the current version will be affected by the upgrade policy change.

What do these changes mean for customers who are using older versions of Vectorworks software?

Customers who have purchased a license will be able to continue using that version of software indefinitely or as long as their hardware allows. Those who wish to move to the latest version of Vectorworks software may do so only by purchasing a new license. 

Is this change global?

Yes. This policy will affect upgrade purchases globally.

When will the new upgrade policy be effective?

The new upgrade policy was effective as of September 14, 2016. 


What upgrades have been eliminated?

An upgrade will no longer be offered for customers with a license four or more versions behind the current version. For example, when Vectorworks 2018 is released this fall, users who are designing with Vectorworks 2014 will only be able to transition to the current version by purchasing a new license. This policy change applies across all product lines.

Vectorworks Service Select members will continue to receive access to the latest version of their software as part of their subscription benefits.

 
What products are covered by this policy change? 

All Vectorworks software products are covered by this policy change.

Does the upgrade change affect Vectorworks Service Select customers? 

This upgrade policy change does not affect software licenses that are active on a Vectorworks Service Select subscription. However, customers with parked licenses of older versions will be affected. Any parked license that is four or more versions behind the current version may not be upgraded as of September 14, 2016. If you wish to activate the license on contract after this date, you must purchase a new license.

What is a parked license?

Licenses owned but not enrolled in Vectorworks Service Select are considered “parked.” Parked licenses and their assigned users are not eligible for the benefits of Vectorworks Service Select. Customers may un-park and add new licenses to the program at any time.

 
Who do I contact if I have additional questions about the upgrade policy change?

Customers who have questions or need more information may reach out to our sales team at 888-646-4223. If you are a customer outside the United States, please visit http://www.vectorworks.net/international/ to locate a distributor in your area.




Vectorworks Service Select Policies

What is Vectorworks Service Select?

Vectorworks Service Select is an annual Software Service Agreement available for purchase with your Vectorworks software to help to make the most of your investment by giving you added value both in pricing and additional services.

Why should I join Vectorworks Service Select?

Vectorworks Service Select provides several added benefits, including immediate upgrades of product releases, the best pricing, predictable budgets, priority technical support, VIP access to downloads, easy account management, and access to a growing library of on-demand learning tutorials.

What are the benefits of Vectorworks Service Select?

Vectorworks Service Select customers receive the best pricing, free upgrades, priority technical support, exclusive on-demand learning, immediate access to new libraries, and discounts on training.

What is a Contract Manager? How do I decide who that is?

A Contract Manager oversees your license, account, and portal users. Typically the Contract Manager is the person in your office that handles your IT/CAD needs and has authority to make software purchases.


What is “the portal”?

The portal is a web based site that contains access to libraries, textures, webinars, training, updates and much more.

Who can access the portal?

Access to the portal requires an individual login and password. Contract Managers are issued a login and password and can request additional user logins from within the portal using the account request form under the “My Account” menu. One portal user per covered license on the contract is permitted.


What’s the process of changing user access to the portal?

User names cannot be edited; they are system generated with specific parameters. User IDs are only changed when a change to the user or manager occur. Changes to existing logins can be made by submitting a request in the “My Account” tab of the portal.


When upgrading or joining Vectorworks Service Select, can I upgrade and enroll only one of my licenses?

Vectorworks Service Select members should enroll all of their licenses into the program. Licenses owned but not enrolled are considered “parked.” Parked licenses and their assigned users are not entitled to the benefits of Vectorworks Service Select. Customers may un-park and add new licenses to the program at any time.


How are additional licenses added to Vectorworks Service Select?

You can purchase additional licenses at any time from your distributor who will then add the new licenses to your Vectorworks Service Select account. Fees for your new licenses will be pro-rated for the remainder of the contact year so that your renewal date for all covered licenses will remain the same.


Can I remove a module from my license at the time of my renewal?

Modifying a license changes the conditions of the agreement.  A license that has been modified to remove a module may be updated to renew at the the then-current rate for that product for the next renewal and all subsequent renewals.


Are educational licenses eligible for Vectorworks Service Select?

No. At this time, Vectorworks Service Select is available to customers with professional Vectorworks software licenses. Students are eligible for free licensing and have access to their own student portal. Educational institutions can also access the student portal.


Do I get a refund if I choose to opt out in 30 days?

Presently, the same money back guarantee that is in effect for Vectorworks purchases (30 days) is in effect for Vectorworks Service Select. Customers who purchased Vectorworks Service Select with their Vectorworks software purchase will receive a refund for the amount paid for Vectorworks Service Select along with their refund for the returned software purchase during the 30-day period. Customers who purchased Vectorworks Service Select along with their Vectorworks software and wish to keep the software but cancel the Vectorworks Service Select during the 30 day period will receive a refund for the amount paid for the program less any adjustments made to the cost of the software purchased associated with the purchase of Vectorworks Service Select.


What software upgrades will I receive as part of my Vectorworks Service Select purchase?

As a Vectorworks Service Select member you will receive all software upgrades released during the term of your contract for free. Software updates and service packs can be found at the Vectorworks Service Select portal.

All updates will be released to the Vectorworks Service Select portal for download. In previous years, physical disks were sent out to users; however in an effort to streamline to process, we have switched to software downloads. Users still wishing to have a physical copy of the software can log onto the portal and from the Contract Overview and Summary tab, request a USB delivery.

Can I cancel my agreement?

You may cancel your Vectorworks Service Select agreement by notifying Vectorworks, Inc. or your distributor (in writing 90 days prior to your renewal date) that you would like to cancel your agreement. Please refer to section 2 of your agreement for details.

What happens to my licenses if I cancel my agreement?

Licenses not enrolled in Vectorworks Service Select are not eligible for free upgrades or any benefits of the program including priority technical support. Licenses and all the privileges related thereto remain in effect until the end of the contract term. However, opting-out of the program means licenses can be upgraded as new versions are released at the then-prevailing rate.


Can I transfer my agreement?

Vectorworks Service Select agreements are made between the purchasing company and Vectorworks, Inc. or our authorized distributor. Vectorworks Service Select agreements are non-transferrable except in rare cases, such as a company split, upon approval.  Please contact Vectorworks, Inc. or your distributor for assistance.


How do I change my billing options?

Please contact your authorized Vectorworks distributor to change account details.


Can you remind me of my upcoming renewal?

You will be notified by Vectorworks, Inc. or your distributor prior to processing your renewal payment.


What happens if my portal information is stolen?

Your Contract Manager should contact Vectorworks, Inc. or your distributor immediately so we can deactivate your current portal account and create new ones.


How do I apply for dongle replacement service covered under my contract?

Please contact your authorized Vectorworks distributor to apply for dongle replacement.

  • If your dongle was stolen, we will replace your dongle upon receipt of a police/fire department report stating that the dongle was lost due to theft or fire.
  • If your dongle is damaged/faulty we will replace the dongle once we have received the damaged/faulty dongle.
  • If you lost your dongle, you are responsible for both the cost of the dongle and the cost of a new license.
  • Dongle replacement is limited to one dongle per firm per 24 months.

When is the renewal date?

The renewal date is noted on your agreement and is typically twelve months after the first day of the month following the effective date of your agreement.  


Can I add licenses during the agreement period?

Licenses added any time during the term will have the same renewal date as the original license covered by the agreement. Licenses added after the effective date but before the renewal date have prorated fees based on the renewal date listed in the agreement at time of signature.


How do I “rent” a license?

Vectorworks OnDemand gives Vectorworks Service Select subscribers the ability to “rent” in monthly increments starting with a minimum of 2 months that can be renewed indefinitely. Please contact your authorized Vectorworks distributor for details.