For Personal VPN, Stealth SSL and Mobile PPTP Customers:
Your user name and password to log in to the service, along with instructions and download links, will be emailed to you as soon as your transaction is verified*.
*NOTE: Due to many attempted fraudulent credit card transactions, we have had to implement a short delay between your order being placed and sending your login information. We do this in order to verify the transaction. This helps prevent scammers and spammers from signing up under false pretenses and sending data anonymously through our servers. By preventing this activity on our servers it prevents our IP addresses from being blacklisted. This in turn helps assure that when you log into the service the IP address you receive will be clean and not associated with spammers, hackers and other such activity.
Orders are verified between 6:00 AM and midnight (6:00-24:00) US Pacific time. If you are ordering from a time zone outside of the USA during the hours that our processing department is closed, rest assured that your order will be processed first thing in the morning.
If you do not receive an email with your user credentials within a few hours, please check your spam folder. If it’s not there, please email us and we will resend it.
For Personal VPN plus Email Service customers:
Your account will be set up within 48 hours and we will send you full instructions to set up the service along with your login credentials.
For Shared Static IP Address Customers:
Your Static IP address Personal VPN account will be set up within 24 hours and we will send you full instructions to set up the service along with your login credentials.
For VPN Appliance Customers:
Your VPN appliance will be configured and shipped out to you as soon as possible. North American customers should allow two weeks for delivery. We ship via USPS priority mail in the USA and via USPS First Class mail to Canada and Mexico. We will notify you when your appliance ships.
Overseas customers — please allow extra time for transport and customs clearance in your country. All overseas orders are shipped via Federal Express.
For Flash Drive VPN Customers:
Your VPN Flash Drive will be configured and shipped out to you as soon as possible. We will send your user credentials shortly and you can log into the standard Personal VPN service until your USB Flash Drive arrives.
For North American customers, allow 1 week for delivery. We ship via USPS priority mail in the USA and via USPS First Class mail to Canada and Mexico. We will notify you when your Flash Drive ships.
Overseas customers –please allow extra time for transport and customs clearance in your country. All overseas orders are shipped via USPS Express Mail.
For Business VPN and Dedicated IP Server Customers:
Your new server will be up and running within 24 hours**.
For a Business VPN Server, please create a list of desired user names and passwords for each user. We will email you and ask for this list, once the server is operational. If you wish us to choose default user names and passwords, simply let us know when responding to our email.
For a dedicated IP address server, we will send your user credentials within 24 hours**.
**Due to several instances of attempted fraud we may require verification of your account. This may include the use of a charged email address (ie, Gmail, Yahoo mail, Hotmail, etc.); a verifiable telephone number in your name that we can call; sending a letter to the address on your credit card file; or providing a copy of a photo ID. Normally, this can be completed within 24 hours. However, it could take longer if we have to verify your account via postal mail.
We guarantee that the Personal VPN service will work on your computer and allow you access to our VPN servers. If for some reason you are not able to connect, you must notify us. If we cannot resolve the issue for you, we will refund your payment. Once connected to and using the service, there are no refunds available.
If you have any questions, please email us at firstname.lastname@example.org
The SurfBouncer Team