FAQ : XeracX Store

Q: MUST I HAVE A LICENSE TO USE YOUR TUBES?

A: YES, YOU WILL NEED TO FILL OUT THE LICENSE REQUEST FORM.

Q: HOW DO I GET A LICENSE?

A: YOU WILL NEED TO FILL OUT THE LICENSE REQUEST FORM, WHICH CAN BE FOUND HERE.

Q: I ORDERED YOUR TUBES FROM ANOTHER LICENSE COMPANY AND DID NOT GET MY TUBES OR MONEY BACK. WILL YOU GIVE ME MY TUBES OR REFUND.

A: NO! THIS IS NOT A POSSIBILITY I AM SORRY. I HAD NOTHING TO DO WITH THE CUSTOMER SERVICE FROM OTHER COMPANIES SO CAN NOT TAKE CARE OF ANY OF THEIR ISSUES.

** PLEASE DO NOT EMAIL ME OR CUSTOMER SERVICE ABOUT THE CLOSING OF AMI. IF YOU DID NOT GET YOUR TUBES OR A REFUND I AM SORRY BUT THERE IS NOTHING I CAN DO. THEY WILL NOT ANSWER MY MANY EMAILS OR PHONE CALLS AND HAVE NOT SEND ME MY LAST ARTIST PAYMENT SO I HAVE LOST ENOUGH ALREADY. I DO HOPE YOU CAN UNDERSTAND **

Q: WHAT ABOUT MY RAC TUBES FROM AMI OR MPT WHAT DO I DO WITH THEM NOW?

A: YOU CONTINUE TO USE THEM WITH YOUR AMI OR MPT LICENSE. YOUR LICENSE IS GOOD FOR YOUR LIFETIME NOT THE COMPANIES. THERE IS NO PROBLEM WITH YOU STILL USING YOUR TUBES FROM AMI OR MPT. THEIR TOUS ARE STILL IN EFFECT.

Q: WHERE DO I SEND COPYRIGHT VIOLATION REPORTS TO?

A: SEND ALL EMAILS ABOUT COPYRIGHT ISSUES TO    xeracxcustomercare@gmail.com . YOU WILL NOT RECEIVE A PERSONAL REPLY UNLESS MORE INFO IS NEEDED. EACH VIOLATION IS LOOKED INTO AND DEALT WITH QUICKLY AND QUIETLY AS WE CAN. PLEASE DO NOT EXPECT FREE TUBES FOR REPORTING VIOLATIONS THAT IS NOT HOW WE WORK. WE DEEPLY ARE GRATEFUL FOR THE MANY OF YOU PSPERS WHO ARE COPYRIGHT AWARE AND HELP US BY REPORTING VIOLATIONS.

Q: CAN I EXCHANGE MY LICENSE FROM ANOTHER COMPANY WITH YOUR NEW ONE?

A: Yes, We have an honor exchange going. You have the ok to use your past company tubes with your new IR license.

Q: I SEE THESE EXCLUSIVE IMAGES AND ONES WITH A VIP LICENSE ON THEM ARE THESE FOR SALE?

A: NO, THESE WILL NOT BE MADE AVAILABLE TO THE PUBLIC THEY ARE PRIVATE COMMISSIONS.

Q: DO YOU TAKE TUBE COMMISSIONS FOR GROUPS OR OUR OWN PERSONAL USE?

A: Email xeracxcustomercare@gmail.com to ask as this changes.

Q: I GOT A COMMISSION FROM YOU WHEN YOU DID THEM AND NOW I SEE IT USED IN BANNERS AND BLINKIES AND STUFF FOR YOUR FORUM OR SITE OR STORE. WHY IS THIS?

A: BECAUSE I DID NOT GIVE UP THE COPYRIGHTS TO MY WORK AND HAVE THE RIGHT TO USE THEM FOR PROMOTIONAL USE.

Q: DO I HAVE TO DELETE OR CHANGE MY TAGS THAT HAVE THE DOT COM URL ON THEM?

A: NO, NO MATTER WHAT ANYONE ELSE TELLS YOU, NO YOUR TAGS DO NOT HAVE TO BE DELETED OR CHANGED. WE ARE JUST ASKING THAT YOU TRY YOUR BEST TO REMEMBER TO USE THE NEW DOT NET URL ON ALL YOUR TAGS CREATED WITH XERACX WORK NO MATTER WHERE YOU BOUGHT THEM FROM NOW ON. THIS IS NOT A HUGE ISSUE IF YOU FORGET NOW AND THEN AND NO ONE WILL GET INTO TROUBLE. WE KNOW ITS HARD TO REMEMBER A URL CHANGE SO WE ASK THAT YOU DO YOUR BEST.

Q: I LOST MY RAC TUBES I GOT FROM YOUR NEW STORE CAN I GET THEM REPLACED?

A: YES, THIS TAKES A LOT OF WORK SO THERE IS A FEE. WE WILL REPLACE UP TO 10 TUBES FOR YOU FOR FREE ONE TIME ONLY. AFTER THAT THERE IS A $5 Flat Fee. IF YOU NEED THEM REPLACED MORE THAN ONCE THEN YOU WILL HAVE TO PAY THE FEE EACH TIME. ONLY ONE FREE REPLACEMENT PER PERSON AND ONLY UP TO 10 TUBES. YOU MUST HAVE PROOF OF YOUR PURCHASES FROM OUR STORE FOR US TO REPLACE YOUR TUBES. EMAIL THEM TO CUSTOMER SERVICE.

** WE CAN NOT REPLACE LOST TUBES YOU PURCHASED AT OTHER COMPANIES**

Q: WHAT ARE YOUR BUSINESS HOURS?

A: MON-FRI 8AM-5PM London Time

     CLOSED WEEKENDS AND HOLIDAYS.

CUSTOMER SERVICE WILL HANDLE THINGS IN 24 BUSINESS HOURS. AT TIMES THERE WILL BE HIGHER MAIL VOLUMES OR ISSUES SO PLEASE HAVE PATIENCE. IF YOU HAVE NOT HAD A REPLY WITHIN 48 BUSINESS HOURS THEN PLEASE SEND A KIND REMINDER. MAKE SURE OUR CUSTOMER SERVICE EMAIL IS ON YOUR SAFE LIST.

Q: MY AUTO DOWNLOAD DIDN'T START OR I HAVE OTHER TECHNICAL ISSUES WITH THE SITE . WHAT DO I DO?

A: FOR ANY TECHNICAL PROBLEMS, PLEASE CONTACT CS xeracxcustomercare@gmail.com

Q: I SEE THAT YOUR PRICES HAVE CHANGED WHY IS THIS?

A: BECAUSE I AM AN INDEPENDENT ARTIST NOW AND I HAVE TO PAY FOR EVERYTHING MYSELF AND HAVE NO SAFETY NET OF A LICENSE COMPANY PLEASE UNDERSTAND.

Q: HOW DO I GIFT A FRIEND?

A: YOU WILL HAVE TO PURCHASE A GIFT CARD.

*WE DO NOT GIFT TUBES THROUGH EMAIL*

Q: HOW DO I PURCHASE, REDEEM, OR SEND A GIFT CARD?

A: FOR ALL GIFT CARD QUESTIONS PLEASE SEE OUR GIFT CARD FAQ
AREA.

ANY AND ALL OTHER COMMENTS, CONCERNS OR QUESTIONS PLEASE EMAIL CUSTOMER SERVICE. xeracxcustomercare@gmail.com

THANKS FOR YOUR SUPPORT
ISMAEL RAC

Frequently Asked Questions