Frequently Asked Questions

VMware Store FAQs

Q: What VMware products are available through the VMware Store?

A: VMware Virtual Infrastructure, VMware Workstation, VMware ACE, VMware Server and Support and Subscription services for these products may be purchased directly on our Web site. VMware Server and VMware Player are free product downloads available at any time. All other VMware products are available by contacting VMware Sales or authorized resellers.

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Q: Can I change my VMware Workstation license from Windows to Linux or vice versa?

A: No. Both products provide the same powerful features, but each is specifically designed for the operating system on which it runs. It is not possible to "swap" or "transfer" licenses across platforms in an upgrade.

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Q: I am a government customer, if I purchase from the online store am I covered by product warranty?

A: Commercial products and warranties represented on this website may differ from the warranties provided with our government products. For questions regarding our Government products please contact federalsalesops@vmware.com or 1-877-1-877-486-9273, option #2 then option #5.

Q: Will I be charged Sales Tax or VAT?

A:VMware is required to charge Sales Tax and VAT to customers as follows:

United States Customers: VMware is required to charge tax to customers residing in each of the 46 states that impose a sales tax. Sales tax is applicable on all taxable orders; including those placed online. Please note that electronically downloaded software is taxable in most states.

European Union Customers: VMware is required to charge Irish VAT of 21% on all sales to customers residing in the European Union. If you are a VAT registered customer, please populate the VAT Registration Number field with your VAT registration number in order for VAT to not appear on the invoice (please note that this does not apply to VAT registered customers located in Ireland).

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Q: What is the difference between the retail package and the downloadable version of VMware Products?

A: The retail packaged version includes the product binaries on CD and a printed User's Manual. The latest product binaries, which may be more recent than those on the CD, are available from the Download Center.

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Q: Where can I view the VMware End User License Agreements?

A: Please see VMware End User License Agreements.

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Q: I don't have a credit card. How can I buy it?

A: If you cannot use a credit card, you can pay by wire transfer, postal money order or check by choosing "prepayment" when placing your order on our Web site. You will then receive an order confirmation via email for a "pending order" with an order number and our banking information on where to send the check. Please be sure to reference the order number on your payment. We will complete the order as soon as the payment is received. Please be advised that pending orders will remain open in our Web store for 45 days. After 45 days, the pending order will be canceled unless payment has been received.

Note: For orders under $100, we accept checks drawn on U.S. banks only. Please select another form of payment, if your order is less than $100.00 and you are planning on paying via foreign check.

Your order must include:

  • The product name and quantity you are ordering, including the type of license (commercial or academic) and media (electronic or packaged).
  • The appropriate shipping and handling fee for packaged software orders. To determine the exact fee for your order, please go here.
  • Your telephone number (and alternate, if available).
  • An email address of the end user.
  • Your billing and shipping addresses.

If you are not already registered with us, please register here.

To pay by banker/cashier's check, please send to:

   VMware, Inc.
   Dept. CH10806
   Palantine, IL 60055-0806 USA

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Q: I would like to distribute or resell VMware products. How do I sign up?

A: If you would like to explore the possibility of reselling VMware products, please read here.

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Q: Are volume or academic discounts available?

A: For volume or academic discounts, please locate academic resellers and distributors in your area.

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Q: Do you have site licenses available for large companies or institutions?

A: We offer discounts for large volume purchases and corporate license agreements. For quantities of 50 or more, please call 1-877-4VMWARE (486-9273) in the U.S. and Canada, 1-650-427-5000 elsewhere; or contact Sales for more details.

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Q: Where can I read VMware’s Support Terms and Conditions?

A: Please see VMware Support Terms and Conditions.

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Q: What is VMware's Store Return Policy?

A: VMware provides a free 30-day evaluation license to prospective customers for all VMware full-featured software products. We encourage you to evaluate these products prior to purchase in order to determine whether the products are suitable for your needs.

Because we offer an evaluation license as described above, VMware does not accept returns for non-defective software and related disks and manuals. Exchanges of defective software and related disks and manuals ("Product"), for non-defective versions of the same product, are permitted 30 days from the date of purchase.

If you are exchanging defective Product that was electronically downloaded, email VMware customer service to request a Software Destruction Agreement (SDA) and further instructions. You will need to sign and mail or fax the SDA to VMware in order to receive replacement Product. We will process your exchange promptly and will ship the new Product within 3 business days of the receipt of the completed and signed SDA.

If you are returning defective boxed Product, email VMware Customer Service to request a Return Authorization number (RMA) and further instructions. The defective Product must be returned to VMware within 30 days of the shipping date of your original order to receive replacement Product. We will process your exchange immediately and will ship the new Product within 3 business days of the receipt of the defective Product. VMware will pay for the return postage and the cost to ship the replacement Product. VMware cannot accept exchanged Product shipped via C.O.D.

When contacting VMware customer service, please provide the following information:

  • Original Order number
  • The name of the VMware product you are returning
  • Customer name
  • Customer email address

Note: This return policy only applies to customers who purchased directly from VMware.

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Q: Are VMware Store Transactions Secure?

A: VMware is working with the top companies in the field of Internet security, including Cybersource, to maximize the safety of the data you send us over the World Wide Web. All your online transactions are protected by the industry-standard SSL (Secure Sockets Layer) protocol, which uses encryption and authentication tools developed by RSA Data Security.

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Q: How can I be sure I've completed a secure connection?

A: If you're using Netscape, a thin blue line will appear across the very top of your screen, and a small key will appear in the lower left-hand corner. If you're using the Microsoft Internet Explorer, a padlock will appear in the lower right-hand corner of your screen.

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Q: What if my network is behind a firewall?

A: Keep in mind that if your network operates behind a firewall, you may not be able to access our secure server. If that's the case, contact your local network administrator to resolve the problem. If you are still uncomfortable, call us at (650) 427-5000!

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Q: What are the shipping & handling fees?

A: Shipping & handling fees are as listed in the tables below:

Domestic* (UPS)

First Package Each Additional Package

Ground $11

Ground Add $2

2-Day Air $14

2-Day Air Add $4

Overnight $18.50

Overnight Add $5

International** (DHL)

First Package Each Additional Package

Canada & Mexico $25

Canada & Mexico Add $5

All Other Countries $35

All Other Countries Add $10

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Q: Will I be charged sales tax?

A:

United States Customers:

VMware is required to charge tax to customers residing in each of the 46 states that impose a sales tax. Sales tax is applicable on all taxable orders; including those placed online. Please note that electronically downloaded software is taxable in most states.

European Union Customers:

VMware is required to charge Irish VAT of 21% on all sales to customers residing in the European Union. If you are a VAT registered customer, please populate the VAT Registration Number field with your VAT registration number in order for VAT to not appear on the invoice (please note that this does not apply to VAT registered customers located in Ireland).

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