First, we say on the presales info for Poser 5 that your card WILL be charged at the time of order and that you should place the only thing in your cart. This is a non-standard issue for our store and orders are not processed in the normal way. Here is the quote from our website: "Limited time pricing offers. Offers available only through the Curious Labs Web Store. International prices may vary. Offers are not available in all countries. These are hard goods only; no electronic software download qualifies for these special offers. Please preorder Poser 5 separately or your other goods will be put on hold until Poser 5 ships. Preorders will be charged in full. California residents will be charged the appropriate sales tax. All sales are final. Poser 5 is scheduled to ship no later than September 15th 2002." Curious Labs is darn proud of their customer service and tech support. Kupa, Rylan, Anthony and I are constantly on this forum trying to answer every question that comes up, as quickly as we can, as well as trying to answer every range of question with Al in tech support via email to sales@, service@, tech@, info@, careers@, etc. You can do a search for messages posted by Kupa, Nosfiratu, krazik or Starlet and see numerous posts that are service related that prove our existence. Yes, there are areas we fall short and our response times vary. I cannot tell you what happened in your case. A lot of times we reply and emails bounce back to us with no reason why, leaving the customer to believe we did not reply at all and us with no way to contact you. Our website has many of the answers you are looking for, but sometimes it is easier to email. If you don't get an answer, please email again. We experience a very incredibly high volume that is unbalanced to our resources available and very rarely emails slip through. The 8925 number is our fax number. 8901 is our main number, 8902 our tech support line but you may have to leave a message and receive a return call. Like I said, our current volume is unbelievable. I have been in this job for 2 years now and feel that I have made this position into something far beyond customer service. I love my customers and will do anything I can to make them happy because I want them to love this company and product as much as I do. I have put my email address up here time after time, and know it gets buried fast, but here it is again. EMAIL TORI/STARLET AT CURIOUS LABS WITH CS PROBLEMS: service@curiouslabs.com. I WANT TO HELP YOU!!! If I can't give you the answer, I will track it down or find the place to send you to. I hope I can change your mind about the existence and quality of support that Curious Labs offers...