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   FAQ


Online Ordering

 

  • When will I receive my order?

    All online orders are processed and shipped within 24-48 hours. We will email you with tracking. All items are shipped from Los Angeles, California and will arrive to you within 2-4 days after you get your tracking.

  • How can I cancel my order or check the status of my order?

    Please contact us at support@pawtec.com if you need to cancel an order that has not been shipped or want to check the status of your order. Please give us your order number.

  • I live outside the USA, can I still order?

    Yes, we welcome international buyers and we ship regular international mail. Shipping is at a flat rate of $8* for Canada, and $12* to any other country.
    *Rates may be subject to change

  • What is your return policy?

    Items purchased from us may be returned within 7 days of arriving for a refund. Please contact us at sales@pawtec.com

  • What is your warranty policy?

    Our external drives come with a 90 day warranty. Other products come with 1 year warranty. Please contact us at support@pawtec.com

 
 
 

Technical Support

 

  • My DVD or Blu-Ray player isn’t working, what should I do?

    First, make sure your drive is properly connected to your computer and try a data or software disc and not a DVD or Blu-Ray movie. If it does not detect the data disc, try connecting to another USB port.If it does not detect the data disc, please contact us at support@pawtec.com and let us know the issue and the drive you have so we can guide you on the next step.

  • I have Windows 8 and put a DVD or Blu-Ray movie, why doesn’t it play or detect the movie?

    Microsoft took out the ability to play DVD movies in Windows 8 so you must install a DVD player software. We recommend VLC Media Player, you can download it here. Read more about Windows 8 issues here. For more info about DVD playback in Windows, see here.

  • I am using a Mac, how can I watch Blu-Ray movies?

    We recommend a program called Free Blu-ray Player for Mac. It can be downloaded here.

  • How can I get the drive to work with a Microsoft Surface Pro Tablet?

    You will need to use the supplied DC USB power cable since the tablet does not provide enough power. Connect the power cable to an external source such as a USB wall charger. A USB wall charger from an iPhone, Galaxy, or other tablet device should work fine.

  • I have problems with the drive after my computer wakes up from sleep or hibernate mode, how can I fix it?

    Please change your settings, see this link.

  • I get an error, some malfunction popup, or the drive is not detected in Windows 8, what do I do?

    You may need to find the drive in the device manager and uninstall the driver. Reboot and reconnect the drive and it should detect it and reinstall the driver. If that does not work please reference this.

  • I am using Windows 8.1 or upgrade from Windows 8 to Windows 8.1 and my USB 3.0 port does not work, what do I do?

    There has been known issues with USB 3.0 ports not working after upgrading to Windows 8.1. Please wait for Microsoft to resolve this issue or re-install your USB 3.0 drivers from your computer manufacturer. The drive will still work reliably on USB 2.0 ports. You can Google ” Windows 8.1 USB 3.0 Port Problems” to read more about it.