HELP & SUPPORT
HERE ARE SOME ANSWERS TO COMMON SUPPORT QUESTIONS. IF YOU CAN'T FIND THE ANSWER YOU ARE LOOKING FOR, CONTACT US WITH YOUR ORDER NUMBER AND WE'LL ASSIST YOU AS SOON AS POSSIBLE.
Q. I CAN'T FIND MY DOWNLOAD LINK. WHERE IS IT?
A. Download links can take up to 10 minutes to arrive. If it still hasn't arrived after that time, check your junk mail folder and if you still can't find it, Contact Us with your order number and we'll send you a new link ASAP
Q. WHEN I TRY TO OPEN THE .ZIP FILE IT CONVERTS TO A .CPGZ FILE AND WON'T OPEN. WHAT'S GOING WRONG?
A. A CPZG file extension indicates an incomplete or partial download interruption to your internet connection (for example, if your ISP has a brief signal outage or your machine goes to sleep during download). Try downloading again ensuring you have a good connection and your machine does not go to sleep during the process.
It might be worth using a download manager to minimize any problems downloading large files, allowing you to pause/resume the download. Download here For Chrome or Firefox. If you're a Mac user, you may also like to try installing The Unarchiver for unzipping the file rather than OSX's Unarchive utility.
Q. MY PRODUCT WON'T WORK/OPEN/INSTALL. CAN YOU HELP?
A. Definitely. If you are having difficulties with opening a file or the file format, please first verify that you are using the latest version of Adobe Acrobat Reader DC. If it's still not working, then Contact Us with your order number, a description of the problem, along with any screenshots that would help describe the issue you are experiencing.
Q. I EMAILED A SUPPORT QUESTION AND HAVEN'T HEARD BACK.
A. We are based in Sydney, Australia and depending on your location it may take up to 24 hours to address your support query. If you have not heard back from us within 24 hours, please first check your junk folder for a response before sending your email again
Q. CAN I INSTALL MY PRODUCT ON MULTIPLE COMPUTERS FOR USE BY MULTIPLE USERS.
A. Each purchase is for one user on one computer only. You must purchase a new copy of the product for each and every user. To inquire about discounted pricing for a school or faculty Contact Us
Q. CAN I SHARE MY PURCHASE WITH A FRIEND, RESELL IT OR DISTRIBUTE VIA DOWNLOAD ON A BLOG, OR TORRENT SITE?
A. No. Files are digitally watermarked and traceable right back to the original purchaser. We live by a 'made by teachers, for teachers' ethos and by illegally re-distributing our product, you are not only giving away your own competitive advantage for free, you're devaluing the work of a fellow teacher. This is also why we keep our prices low, so you know you're getting a great value purchase every time.
Q. I GOT SOME FANTASTIC RESULTS AND FEEDBACK USING YOUR PRODUCTS. DO YOU WANT TO HEAR ABOUT IT?
A. Absolutely! You can share your Literature Lab stories with us via email, Instagram or Twitter. Links to our accounts in the footer of this page.
Q. DO YOU PROVIDE SUPPORT?
A. Of course. If you have problems with installation or can't quite figure out how something works, please Contact Us and we'll get back to you ASAP.
Q. CAN I GET A REFUND?
A. Of course. If you don't like your product, it doesn't do what you thought it would, or if it doesn't suit your project, Contact Us with your order number for a no-questions asked refund. Please allow up to 7 days for processing from the time of your refund request.