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Customer Service
Frequently Asked Questions
Shipping
Method
Do you ship by US mail or UPS/FedEx?
Most orders go out by US Postal Service (USPS) by standard media mail if that
is the option you selected, or First Class/Priority Mail if you selected the expedited/Priority
Mail
shipping option. Some orders depending on size
and weight, go by FedEx Ground. (If you have a P.O. Box, it is a good practice to put both
the post office and the street addresses on
any online orders so that vendors have
both addresses according to which method they ship. Usually the way it is done
is P.O. Box on the first address line, and street address on the following line
-- if your zip code is not the same for both addresses use the zip code for the
street address, and on the line which has the P.O. Box, include your zip code.
(return to
top of page) I want to upgrade my order to Priority Mail. How can I do that?
Please send us an email (using the email form on this website) IMMEDIATELY to
request a change of shipping method. If your order has not already been sent to
the shipping department and shipped, we can change the "shipping method",
though you must first pay for the shipping upgrade.
In the request,
please give the order number, and the name of the person the order was to be
shipped to.
To pay for the shipping upgrade, call us at 800-797-0888 or 814-248-3647 between
9am and 5pm
Eastern time. (return to
top of page)
Tracking Information
The tracking info says that the post office was notified to expect
the book for shipping. When are you going to ship it?
If the tracking info shows "Electronic Shipping Info Received" that
is when
we actually issued the postage and mailing label for your package and your
package was shipped THAT SAME DAY...
Keep in mind that the tracking may not get updated again
by the postal service until it reaches the postal sorting
station nearest you and then your book should be delivered a few days after
that.
(return to
top of page) I tried to track my order on the UPS website and it told me it was an
invalid number.
Are you sure you order was shipped UPS and not USPS (United States Postal
Service) -- check the email we sent you. Most of our orders are shipped USPS (U.S.
postal service) as that is the shipping option offered on both the Amazon and the Half.com
websites. (Our own website, InnerSelf.com offers more variety in shipping
options). Check the tracking again on our online
tracking section. Also, make sure you copy the tracking number rather than try to type it in
one number at a time... It's a very long number and it's easy to make a mistake
when retyping it one number at a time.
(return to
top of page) How do I get my tracking number?
You can use this website to look up your
tracking number. (You will need your order number to do so.) Make sure you copy
the order number rather than try to type it in one number at a time... It's a
very long number and it's easy to make a mistake when retyping it one number at
a time. (return to
top of page) I ordered my book Expedited Mail and the tracking doesn't show any
information.
With First Class Mail and Priority Mail the tracking usually doesn't get updated until the book is
actually delivered (in order to not slow down delivery)... so there's not much
to see in tracking info (except the day that we shipped it) until you actually
receive the book.
(return to
top of page) The tracking information says my book was delivered, but I don't have it.
What do I do now?
Please check with the people in your household and/or neighbors to see who
received your mail package and forgot to tell you (this happens in 95%
of these cases). If no one has your book, then you'll need to check with your
mailman or your post office. Since they say they delivered your book, they may
be able to assist you in locating it. Either stop by your local post office or
call them. Give them the tracking number that we gave you so they can trace your
order.
(return to
top of page) The post office tracking says they tried to deliver my book. What do I do
now?
Please hurry and go pick this book up at your local post office, or call them
to schedule a delivery, otherwise your package
will be returned to us and you'll need to pay to have it reshipped...
(return to
top of page) The tracking shows the book is being returned to you. What can I do now?
If the post office is returning the book to us, you have two choices:
1) Pay to have the book reshipped to you (we already paid to send it to you and
have to pay the post office to get it back), so there needs to be a new shipping
fee. To pay online for reshipping go to InnerSelf Marketplace and select the
appropriate shipping option. ($3.49 for Media Mail, $5.49 for Priority Mail,
$9.79 for International Mail). Please be aware that we must wait for the book to
be returned to us to reship it.
2) Cancel the order and have your purchase price refunded minus the original
shipping fee and minus a 30% restocking fee.
Please contact us with information as to how you want us to handle your returned
book (please refer to the order number and the name of the person the order was
being shipped to).
(return to top of
page)
Where Is My Order?
I can't find any info on my order using my order number 05812345671234567
Are you using the Order Status page on our
website to track your order? Are you sure you have the correct order number?
Please note: Order numbers must be EXACT to be found. InnerSelf orders from Amazon are as
follows 058-1234567-1234567 The hyphens (dashes) are very important and the
correct numbers as well. Please copy (using the Edit menu top left hand side of
your browser) the order number from your original confirmation and paste it in
(Edit menu also) rather than try to type in your order number -- that way errors are not made in the
numbers. The same thing applies to tracking numbers - cut and paste your
tracking number, do not type it in.
If you can't get any satisfaction from the Order
Status page, then contact us and we will do our best to assist you.
(return to
top of page) You say that you'll send an email when my order has been shipped but it's
been over a week and I haven't gotten any email.
Maybe your "spam filter" on your email threw out our email or put
in your "suspect folder". Also, AOL or Hotmail (and other free services)
also sometimes get overloaded and "lose" email.
You can check your order status on this website, using your order number (please
be sure you copy your order number from your original order or order
confirmation instead of typing it in number by number)... The order numbers are
usually long and to avoid typing errors, just "cut and paste" it in the order
number field.
(return to
top of page) It has been "xxx" days since the order was placed and the book has not
arrived. What is the problem?
If you selected Standard/Media Mail as your shipping option, it can take
anywhere from 5 days to three weeks for a book to be delivered. We're in
Pennsylvania and standard mail (media mail) goes by truck... So you have to
allow from 2 to 7 days just for truck travel time, and then there's postal
sorting time and delivery time... We've found that it takes anywhere from 4 days
(minimum) to 3 weeks (maximum) for standard media mail to get delivered (unless
you live in Puerto Rico or Hawai'i, in which case standard mail can take up to 8
weeks).. Next time you order, if you're in a hurry to have the book, you might
consider choosing expedited mail ($2.00 extra at Amazon) if that option is
available, since expedited mail
goes by First Class or Priority Mail, and these go by airmail. Also, First Class
& Priority Mail get sorted before
standard mail (which is media mail) at the postal facilities.
Please check your order status (using the order number) on this
website to make sure your book was shipped and the order was not cancelled for
some reason. Please wait the full 3 weeks before contacting us about a book that
you have not received (unless you paid for expedited or Priority Mail, in which
case wait one week).
(return to
top of page) You shipped my order 3 weeks ago and I haven't received it and I live in
the US. Can I get my money back or can you ship me another copy?
Books shipped by Standard Media Mail can take up to three weeks to be
delivered, especially from one side of the country to the other (Hawai'i and
other "off the mainland" US areas can take up to 6 to 8 weeks). Amazon usually
recommends waiting one month before you assume the book has been lost. If you
have not received your book after one month, please contact us so we can
investigate. If we find that the book has indeed been lost, you will be able to
place a claim on Amazon (or Half.com) for a lost book and receive a full refund. (return to
top of page) I live overseas and ordered 5 weeks ago and have not received my order.
Can I get my money back or can you ship me another copy?
Surface mail (which is the only international option on Amazon) can take up to 8 weeks... which does not mean it does, but it
often takes up to 6 weeks and more...
However, the good news is that when the book will fit in a Global Priority Mail
envelope, or if the book is light enough to be sent airmail for the shipping
amount you paid, we upgrade the shipping to airmail at no extra cost... If we
upgraded your shipping method, this should be indicated in the email you
received and on your shipping method in the order
status information online.
Please allow up to 7 weeks from the date you ordered, and then if the book
still has not arrived, place a claim on Amazon for a lost book. Do not wait more
than 8 weeks (2 months) from the date of your order since Amazon will not honor
claims after that date.
Here is the link to place a claim for a lost order through their A-Z Guarantee:
http://s1.amazon.com/exec/varzea/subst/help/buyer-refund-request.html
(return to top of
page)
Problem with my credit card charge
I placed an order on Amazon and they said my credit card was invalid or
expired. I want to update the info and have this order be reprocessed. How do I
do that? You must contact Amazon directly
about credit card transactions. We have no access to your credit card
information or credit card transaction on Amazon. You can update your
information online via your
account or call their customer service number: 800-201-7575.
(return to
top of page) I haven't received my book but my credit card
has already been charged!
Credit card processing always takes place before
an order is shipped. Vendors need to be assured that the credit card payment is
good before shipping out merchandise. In the case of orders through Amazon, the
credit card is processed before the order is forwarded to us so that Amazon is
sure that the order is good before sending it along... In the case where a book
is sold-out, your credit card transaction will be refunded.
Check your order status on this website (using your order number) to see the
status of your order.
(return to
top of page) I tried to pay with a gift certificate but the credit did not go through.
What can be done? Gift certificates do not work on orders that are placed with a third party
vendor (such as ourselves) on Amazon... only with orders that Amazon ships
themselves... That is why the gift certificate did not work.
(return to top of
page) Shipping Times
I ordered a book Friday afternoon and you didn't ship it until Tuesday. I
thought you were supposed to ship two days after I place my order.
The shipping date is one or two BUSINESS days (Monday - Friday) after we
receive your order. If you ordered on a Friday afternoon it means we didn't receive your order
until the next business morning (which in this case would be Monday) (orders are processed early each business day morning
or late the night before). Your order
then would have
been scheduled to ship Tuesday or Wednesday (one or two business days after we received
your order).
On occasion, there is a delay on shipping due to shipping problems,
but in the majority of the cases we ship within the one to two business days
guideline.
(return to
top of page) I placed an order 5 days ago and I haven't received it. I thought I was
supposed to receive my order 2 business days after ordering it!
The SHIPPING date (not the delivery date) is one or two BUSINESS days (Monday
- Friday) after we receive your order.
Delivery date depends on the shipping
option you selected. Standard/Media Mail can take anywhere from 5 days to three
weeks for delivery after it has been shipped (within the continental US).
(return to
top of page) I ordered a book and the system would not let me select Priority Mail. Why
not? You say you offer Priority Mail.
Some books are too big or heavy to fit in a "priority mail envelope" thus on those
titles we do not offer Priority Mail. There are other exceptions as well on the
Priority Mail option based on various criteria.
(return to
top of page) I live in Hawai'i (or Guam, or Puerto Rico). How long will it take me to
receive my order?
Standard media mail (which goes surface mail) can take up to 8 weeks... which does not mean it does... it can take as little as 3 weeks... For faster
delivery, select Expedited mail, when available, (about $2.00 more) -- in this way your order is
shipped First Class Mail or Priority Mail and is delivered within a few days of
shipping.
(return to top of
page) My order is being shipped outside of the USA. How long will it take to
reach me?
Surface mail (which is the only international option on Amazon) can take up to 8 weeks... which does not mean it does, but it
often takes up to 6 weeks and more...
However, the good news is that when the book will fit in a Global Priority Mail
envelope, or if the book is light enough to be sent airmail for the shipping
amount you paid, we upgrade the shipping to airmail at no extra cost... If we
upgraded your shipping method, this will be indicated in the email you received
notifying you that your order had shipped, and on your online
order status on our website.
If you have not received the book in 7 weeks from the order date, if it is
an Amazon order, you can place a claim for a lost order through their A-Z
Guarantee:
http://s1.amazon.com/exec/varzea/subst/help/buyer-refund-request.html
(return to
top of page) Returns
I received a book but I changed my mind. I don't want it. Can I return it?
First, contact us giving us the specifics of the error, so we can issue you a
return authorization. Use our online email form. You
will need your order number and the full name of the person the package was
shipped to.
If you still have the packaging in which the item came, then it's easy to
return it. Return the packing slip and also a note explaining the reason why you're
returning this item (and whether you want a replacement or a refund), then
slip it all back into the envelope (or box). Tape it up securely, and write
on the package: REFUSED - RETURN TO SENDER (do not cover the label at all)
and put it back in your mailbox. This way the mailman will return it without
you having to pay to ship it back (we pay the postage fees when it arrives
here).
If you don't have the packaging in which it came, then please use a padded
or otherwise protected packaging and return the item to: InnerSelf
Marketplace, PO Box 613, Beaverdale, PA 15921. Send it back Media Mail
(which is the most economical way). You might want to get Delivery
Confirmation on it so you'll know when we've received the book. (If you use
the packaging it came in, it already has delivery confirmation, so you don't
need to do that.)
Once we receive the item (assuming it is still in the condition it was when we
sent it to you and that you
want a refund and not a replacement), we will credit your account minus the
restocking fee and the shipping cost (which we paid out of pocket to ship you the book,
and then paid again for the post office to return the book to us). You will be
refunded for 70% of your purchase cost. If the book is damaged in any way, then
your refund will reflect the damage. (return to
top of page) I received a book, but it's not the right book. I made a mistake when I
ordered.
First, contact us giving us the specifics of the error, so we can issue you a
return authorization. Use our online email form. You
will need your order number and the full name of the person the package was
shipped to.
If you still have the packaging in which the item came, then it's easy to
return it. Return the packing slip and also a note explaining the reason why you're
returning this item (and whether you want a replacement or a refund), then
slip it all back into the envelope (or box). Tape it up securely, and write
on the package: REFUSED - RETURN TO SENDER (do not cover the label at all)
and put it back in your mailbox. This way the mailman will return it without
you having to pay to ship it back (we pay the postage fees when it arrives
here).
If you don't have the packaging in which it came, then please use a padded
or otherwise protected packaging and return the item to: InnerSelf
Marketplace, PO Box 613, Beaverdale, PA 15921. Send it back Media Mail
(which is the most economical way). You might want to get Delivery
Confirmation on it so you'll know when we've received the book. (If you use
the packaging it came in, it already has delivery confirmation, so you don't
need to do that.)
Once we receive the item (assuming it is still in the condition it was when we
sent it to you and that you
want a refund and not a replacement), we will credit your account minus the
restocking fee and the shipping cost (which we paid out of pocket to ship you the book,
and then paid again for the post office to return the book to us). You will be
refunded for 70% of your purchase cost. If the book is damaged in any way, then
your refund will reflect the damage. (return to
top of page) I received my order, but you shipped me the wrong item. How can I return
it?
First, contact us giving us the specifics of the error, so we can issue you a
return authorization. Use our online email form. You
will need your order number and the full name of the person the package was
shipped to.
If you still have the packaging in which the item came, then it's easy to
return it. Return the packing slip and also a note explaining the reason why you're
returning this item (and whether you want a replacement or a refund), then
slip it all back into the envelope (or box). Tape it up securely, and write
on the package: REFUSED - RETURN TO SENDER (do not cover the label at all)
and put it back in your mailbox. This way the mailman will return it without
you having to pay to ship it back (we pay the postage fees when it arrives
here).
If you don't have the packaging in which it came, then please use a padded
or otherwise protected packaging and return the item to: InnerSelf
Marketplace, PO Box 613, Beaverdale, PA 15921. Send it back Media Mail
(which is the most economical way). You might want to get Delivery
Confirmation on it so you'll know when we've received the book. (If you use
the packaging it came in, it already has delivery confirmation, so you don't
need to do that.)
Once we receive the item (assuming it is still in the condition it was when we
sent it to you and that you want a refund and not a replacement), we will credit
your account. If the book is damaged in any way, then
your refund will reflect the damage. (return to
top of page)
Ordering Directly From
Us
Can I place my order over the phone? I don't want to give my credit card
info over the Internet.
Yes you may order over the phone. To speed up the ordering process, please
have the ISBN number and the full title of the book you want if at all possible. Also have your
credit card information ready. Our offices are open 9am-5pm Eastern time. Call
our toll free number for orders: 800-797-0888, or 814-248-3647 (return to
top of page) Can I get more than one
copy of a book?
If the book you ordered is a new book, then usually we should be able to ship
more than one copy. In the case of an order for a used book, we usually
do not have multiple copies of used books (sometimes we do, but not usually).
To pay for an additional copy, you'll need to contact us directly so we can
process your credit card. Please have your order number and your credit card
information ready when you call.
Our offices are open 9am-5pm Eastern time. Call us on toll free number for
orders: 800-797-0888 or at 814-248-3647.
If you want us to place a hold on your order until you pay for the other book,
send us an email asking us to do so. (return to
top of page) Can you add one item to my Amazon or Half.com order?
To pay for an additional copy, you'll need to contact us directly so we can
process your credit card. We do not have access to your credit card information
from Half.com or Amazon.
Please have your order number and your credit card information ready when you
call to pay for additional charges on your order.
Our offices are open 9am-5pm Eastern time. Call us on toll free number for
orders: 800-797-0888 or at 814-248-3647.
If you want us to place a hold on your order until you pay for the other book,
send us an email asking us to do so. (return to
top of page) What payment methods do you accept?
We accept VISA and Master Card. If you want to mail in a check or
money-order in US funds that is fine, but please be aware that we may be sold out of your item by the time we
receive your mail-order payment.
(return to top of
page)
Shipping Charges
Why am I being billed two shipping charges for one order?
We do not control shipping fees on orders through Amazon and Half.com. Each
of them charges a shipping fee PER ITEM, not per order. (This is because your
order of several items may be split between several vendors.) On orders placed
on our own
website, InnerSelf.com, shipping fees are calculated per order, according to the
total weight.
(return to
top of page) I bought 5 books from you through Amazon (or Half.com) and was charged 5 shipping fees.
We do not control shipping fees on orders through Amazon and Half.com. Each
of them charges a shipping fee PER ITEM, not per order. (This is because your
order of several items may be split between several vendors.) On our own
website, InnerSelf.com, shipping fees are calculated per order, according to the
total weight.
(return to
top of page) I ordered two items. Can you pack them together to save on shipping fees?
We do not control shipping fees on orders through Amazon and Half.com. Each
of them charges a shipping fee PER ITEM, not per order. (This is because your
order of several items may be split between several vendors.) On orders placed
on our own
website, InnerSelf.com, shipping fees are calculated per order, according to the
total weight.
While we may package your books together for efficiency, we cannot change the
shipping fee that you were charged by another vendor.
(return to top of page)
Refunds I returned a book but I haven't gotten a refund. What's taking so long?
Refunds are issued only after we receive the book... thus it is possible that
your book is still in the US Postal Service system. Check your
tracking here to see if the book has been
returned to us by the post office (the tracking would show a final entry at
Beaverdale, PA).
Once books are received in our office, we then research the refund request and
then depending on which website your order was placed, the refund request is
sent to that website. The refund process usually takes a week after we receive your
book. (return to
top of page) I returned a book but you didn't refund the whole amount. Why not?
Depending on the reason you returned the book, the refund amounts vary. If
you returned the book due to an error on our part, then you would have been
issued a 100% refund.
If you returned the book because you changed your mind, or you ordered the wrong
book, then your account would have been credited minus the
shipping cost (which we paid out of pocket to ship you the book) and minus our
standard 30% restocking fee.
If the book looked like you had read it and then
returned it, your refund would be for a "used book" value. (return to
top of page) I cancelled my order and you confirmed that you had cancelled it, but I
didn't get a refund.
Refunds are usually processed within one or two days of cancellation. If it's
been more than a week since your cancellation request, and your refund has not
been processed, there may have been a computer glitch. Please
contact us with
your order number advising us of the problem so that we may correct it (and
issue your refund). (return to
top of page) I haven't received my book. I want my money back.
Amazon requires (and so do we) that you wait one month from your order date
to place a claim for a lost item... Please check your
order status to see if your book has been
shipped. If it has not shipped, contact us to let us for
an explanation.
If your order status shows that your order was cancelled, check the website
where you placed your order to see if your purchase has been refunded. If it was
not refunded, please contact us to let us know.
Sometimes refunds do not "take" when they are processed, and they need to be
processed again.
If your book has shipped, please be aware that it can take up to three weeks for the post
office to deliver standard mail from the East coast to the West coast... Please
wait a full month from your "shipped" date, and then at that time, you
may place an A-Z Guarantee claim (for Amazon orders) for a lost book at
http://s1.amazon.com/exec/varzea/subst/help/buyer-refund-request.html
(Half.com claims are processed by Half.com. Please see their website for
details.)
For international orders or orders going to APO/FPO addresses, please wait 6
to 7 weeks before filing a claim.
(return to top of
page)
Order Cancellation
I want to cancel my order. How can I do that?
If your order has been shipped, then it's too late to
cancel.
Check the status of your order, using your order number, on this website.
Please note that the online database is updated once a day (barring unforeseen
events), so it is possible that your book was shipped earlier that day and even
though it does not yet say "shipped" it is too late to cancel your order. We
will honor your cancellation request if at all possible.
If your order is not marked "shipped", send us a request
IMMEDIATELY, using our online form. You will need the order number, and the name of the person the order
was to be shipped
to. You will receive a confirmation from us about your cancellation within one
business day. If you do not receive a confirmation within 2 business days
(Monday-Friday), then please send your request again. (return to
top of page) Why was my order cancelled and refunded?
Orders are cancelled if we had sold out of the item by the time we received your order.
This is because we sell on numerous websites, and sometimes a book will sell on
a website before we've been able to update the sold-out items even though we
update several times daily.
When a book is sold-out, we send you an
email advising you that we had to cancel your order and will issue you a refund
(refunds are usually issued within 2 business days of our email notification).
Once the refund is processed, Amazon & Half.com will follow up with an email confirming that you have been
issued a full refund.
(return to
top of page) I want to cancel my order but you already shipped it. What can I do?
It is unfortunate that you did not let us know earlier that you wanted to
cancel the order, since at this point, it is already on its way to you. We
cannot cancel an order that has already been shipped.
If you want to refuse the parcel when it arrives, just do not open it and mark
on it REFUSED - RETURN TO SENDER (do not cover or cross out the label - just
write next to it, REFUSED, RETURN TO SENDER) On the back of the package, write
the reason you're refusing it.
Once we receive the package, we will credit your account for the cost of
purchase less the shipping fee and our standard 30% restocking fee.
If the package has been opened and the book appears to have been read or damaged
in any way, then your refund will reflect the fact that it is no longer a new
book.
(return to top of
page)
How To Communicate With Us
Please first go through the FAQ to see if your question has already been
answered here and also check your order status on this website.
If you still need to contact us after you've looked through the FAQs and checked
your order status, use the form on this site to send us an email via our online
email form. A customer
service representative will contact you within 24 hours to 48 hours (on weekdays). We are
closed on weekends.
(return to
top of page) Can I come to your store and shop in person? We have an office and a warehouse, not an
actual retail store, and the warehouse is not open
to the public. You can shop with us online at
InnerSelf.com or place your order by mail, phone, or
fax.
We take
orders over the phone if you prefer that to online buying. Our number is
800-797-0888 or 814-248-3647. Our office hours are 9 am to 5 pm
Eastern time.
(return to top of
page) Address
Correction
I need to change my "Ship to" address. Can I do that and how?
If your order has not already been sent to
the shipping department and shipped, we will change the "ship to" address at no
extra cost (unless you're changing from a USA address to an international
address, in which case you'll need to contact us to pay the shipping cost
difference. See shipping upgrade.).
You will need the order number, and the name of the person the order was to be shipped
to, along with the new address you want the order shipped to. You will need to
use our online email form to send your request. If you
do not receive a confirmation within 24 hours (Monday-Friday) that your address
has been changed, then please send your request again.
Please note: An address change request sent to us pertains only to the one order that
came to us. To change your "ship to" address permanently on Amazon
(for future orders with Amazon), you'll need to change it online on your Amazon
account or call Amazon's customer service at 800-201-7575. To change it on Half.com, access your Half.com account online.
Please send us an email (using the email form on this
website) IMMEDIATELY to request a change of shipping address.
(return to
top of page) I need to change the "Bill To" address on my order.
The "Bill To" address has no affect on your order shipment (unless your
credit card payment was denied due to an inconsistency). To change your "bill to"
address, you must do so online on your Amazon account or call Amazon's customer
service at 800-201-7575. For Half.com orders, access your Half.com account
online.
(return to
top of page) I received an email from you confirming my order and it had a bunch of
question marks instead of the address. Do you have my address or not?
Sometimes, the email program (or the computer) has a bad day :) and
though we have the address, it throws in all those question marks. To be on the
safe side, check your order status on this website using your order number, and
this will show you the address we have as your "ship to" address. (return to
top of page) I gave the wrong address (or I moved). When you receive my book back from
the postal service, please charge my credit card for reshipping and mail it to
my new address. Since Amazon is the one who originally charged your credit
card, we don't have access to that info. You'll need to pay the additional $3.49 shipping fee
on our own secure website ($5.49 for Priority Mail). Here's the instructions to do that:
To pay for the additional postage, go to our secure site at
https://innerself.com/Merchant2/merchant.mvc
Once you get to that page, you do not need to open an account. You can place
your "order" without opening an account.
Then, select (from the left hand column) InnerSelf Admin. Then on the next
page select (again in the left hand column) Postage.
You then will select (put in your basket) the $3.49 amount and make that your
total purchase (unless you want it to go Priority Mail then select $5.49).
When you get to the checkout part, it will ask you about shipping options --
at that point, select the option which says NO
POSTAGE (for donations, advertising, postage, etc.)... In this way, the computer
won't automatically tack on another amount for the "order correction" shipping.
If this sounds a little complex, it is not really when you do it... If you
have a problem with doing this over the website, you can also pay for reshipping
by phone. Call us at 800-797-0888 or 814-248-3647 between 9 am and 5 pm Eastern time. Please have
your order number and credit card ready.
(return to top of
page)
I don't want an invoice included!
This order is being sent to someone as a gift. Is it possible to not include
an invoice?
The price of the book prints out on the packing slip, so it is not possible
for us to do this. If you want to send it as a gift, then have the book shipped
to your address, and you can then send it along, gift wrapped (which we don't do), to the
person. I live overseas. Can you mark that this order is a gift so
I don't have to pay customs fees? Sorry, but each package has a packing
slip which shows the price you paid, plus on international orders we have to put
a customs slip on the outside of the package listing the item price.
(return to top of page)
Problem with the item(s) shipped! I ordered a hardcover and you shipped me a paperback...
or... I ordered a DVD and you shipped me a cassette... (etc.)
Please send us an email, via our online email form, letting us know of the problem.
You will need the order number, the title of the item you ordered, and the title
of the item you received along with
its ISBN number (usually on the back of the item near the barcode). We will
research your order and see where the error occurred (whether you actually
ordered the wrong item or whether it was an error on our part or the part of the
website on which you ordered). If it was not your error, then we will replace
the item at no charge.
Once we have researched the situation, if the error was not yours, we will send
you a return authorization.
You will need to return the item you received. If you still have the packaging it
came in, please pack it back up the way it was (tape it up
securely), write REFUSED - RETURN TO SENDER on it (do not cover the label), and give it back to your
postman as a refused item. The item will then make its way back to us (we will
pay the return postage when it arrives here).
If you don't have the packaging in which it came, then please use a padded
or otherwise protected packaging and return the item to: InnerSelf
Marketplace, PO Box 613, Beaverdale, PA 15921. Send it back Media Mail
(which is the most economical way). You might want to get Delivery
Confirmation on it so you'll know when we've received the book. (If you use
the packaging it came in, it already has delivery confirmation, so you don't
need to do that.)
If you don't have the original packaging and don't want to pay the postage, then
contact us and request a prepaid
shipping label. Please be aware that this will make the whole process take
longer. (return to
top of page) I ordered one copy of a book from you, and you shipped
two.
When we receive two orders from the same person for the same book within a
few minutes of each other, we question if one of the orders is an error either
on the part of the Amazon computer system, or on the part of the buyer (having
pushed the order button twice)...
In these cases we send an email to the customer asking them to verify whether
the order was correct -- did they mean to place two separate orders for the same
book, or did they only want one book... We advise the customer that if we don't
hear from them to cancel one of the two orders, then both orders will be filled
as received. (Many people do order multiple copies on separate orders, so we
assume that if you don't contact us to cancel one of the two orders, then the
orders must be correct.)
If you ordered (and received) two books in error, then follow the procedure
to return a book and we will refund you minus shipping and minus our standard
restocking fee.
If you feel the error was Amazon's part (they duplicated your order in
error), then contact them at 800-201-7575 for a credit.
If we shipped you two books in error, and we only received one order from you
(and you were only billed once), then our shipping department made an error, and
we would appreciate returning the book to us with a note explaining what
happened. See instructions on how to
return a
book.
(return to
top of page) The book I ordered is missing pages 33-48 (or some other combination of
numbers). I want a replacement that is complete. What do I do? First, you
need to contact us using our online form to get a return
authorization.You will need your order number and the full name of the person
the book was shipped to.
Then, you will need to return the book you received. If you still have the packaging it
came in, your need to pack it back up the way it was (tape it up
securely), write REFUSED - RETURN TO SENDER on it (do not cover the label), and give it back to your
postman as a refused item. The book will then make its way back to us (we will
pay the return postage when it arrives here).
We will ship you a "complete" book to replace the
"imperfect" one if possible. If a "complete" book is not available, you
will receive a full refund.
(return to top of page)
Question
about a book...
I see that you carry this item... How many
pages is it? Does it have a CD? Which edition is it? (etc. etc.)
While we strive to offer very good customer
service, because we are a small company with a limited number of staff, we are
not able to look up all this info for you on items. However, there are very good
sources online that provide all of this info. If you go to Amazon, they have a
exceptional quantity and quality of information on titles... Including all of
the questions you asked above.
On the Amazon page where the item you're
interested in is listed, scroll down to where it says Product Info, and you will
see there a lot of information... Plus it will give you reviews, and in some
cases, you can even read pages from the book.
(return to top of page) Feedback
I'm very pleased with your service. How do I leave positive feedback for
you on Amazon? Amazon sends out an email after a set period of time (3 weeks
approx.) and that email provides a link to leave feedback.
Thanks for inquiring and we're glad you're happy with our service.
(return to
top of page) I'm very pleased with your service. How do I leave positive feedback for
you on Half.com?
You must access your Half.com account and follow instructions there to leave
feedback.
Thanks for inquiring and we're glad you're happy with our service.
(return to
top of page) I left positive feedback for
you on Half.com, but you haven't reciprocated.
Thank you for leaving us positive feedback. Keep in mind that we ship several
hundred orders each day, and we would need to hire one person full-time to leave
each customer feedback. This would raise our costs, thus raising the prices we
sell books... Thus we have chosen to keep your prices low, and staff at a
minimum... thus no feedback...
(return to
top of page)
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