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| Q:How do I pay for my purchase? |
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| A:We except PayPal for all of our items. Please click 'Pay Now' next to your item in My eBay and follow the instructions. UK customers may pay by Cheque or Postal Order. Please contact us via eBay messages for the details. |
| Q:About us - our friendly staff and customer service |
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| A:Thank you for visiting our store. If you need any help at all in any areas of our store or service then please contact us. Our staff are very friendly and we will help you in area of the transaction and after sales. All our products have full customer support so we will be able to resolve any technical issues. Please contact us with any questions. |
| Q:Will I receive a full refund? |
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| A:We have a full 14 day refund policy and we will refund your payment back in full including shipping costs. You are required to pay the costs for retunring the item. |
| Q:I have paid for my item but it has not arrived yet. What should I do? |
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| A:UK orders should not take any longer than 7 days. Orders from outside the UK may take up to 14 working days. If your item has not arrived after this time please contact us and we will arrange to send you a replacement. If you need your item quickly please contact us and we can send you a download to use while you wait for delivery. |
| Q:I want to cancel my item. What should I do? |
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| A:If you wish to cancel your order please contact us as soon as possible. If we have not sent your item then we can simply cancel your item through eBay and refund your payment. If we have sent your order then you will need to return the item back to us. Please contact us and we will gladly help you. |
| Q:I want to cancel my payment? |
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| A:If you wish to cancel your order please contact us as soon as possible. If we have not sent your item then we can simply cancel your item through eBay and refund your payment. If we have sent your order then you will need to return the item back to us. Please contact us and we will gladly help you. |
| Q:What skill level are your Training Courses? |
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| A:All of our training courses are of a general nature. This means that they are suitable for both begineers and advanced users. They are written in a way that is easy to understand for begineers but includes indepth knowledge for advanced users. |
| Q:Where are your training courses based? What country are they from? |
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| A:All of our training courses are US based but they are of a general nature so are suitable for use anywhere in the world. The units used are imperial units. |
| Q:Will I receive a book with my Training Course or Software product? |
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| A:All of our training courses and software are CD based products. Any manuals or books are included digitally on the CD-ROM in PDF format. You will not receive an additional book with the CD-ROM. |
| Q:Windows 7? |
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| A:All of our products are compatible with Windows 7. We will be updated our listings very soon to show this. Please contact us if you have any issues using an item on Windows 7 and we will gladly help. |
| Q:What is the condition of your item? |
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| A:All of our product are Brand New. They are shipped in protective mailers and produced to a high standard. The box image is for illustration purposes only. |
| Q:Where do you post from? |
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| A:All of our items are shipped from the United Kingdom. |
| Q:What countries do you post to? |
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| A:We ship our items to all countries worldwide. |
| Q:How much does it cost to post to my country? |
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| A:Postage is free to all orders from the UK so this does not apply. For US / international orders postage is £2.99 GBP, $3.99 USD or $5.99 AUD for the first item and £0.99 GBP, $1.99 USD or $1.99 AUD for each additional item depending on which eBay site you order from. |
| Q:Will I receive a sealed product? |
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| A:All of our items are Brand New. They are produced to a high standard and sent in a protective sleeve. These mailers are then sealed and shipped out. The actual CD-ROM is not sealed but they are Brand New and have never been used. The box image is for illustration purposes only. |
| Q:My item is not working correctly. What should I do? |
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| A:In the unlikely event that your CD-ROM arrives damaged please contact us via eBay messages. We offer full customer support and are happy to help you with any issues. We also have a full 14 day refund policy. Please contact us before leaving feedback and ratings. This gives us chance to resolve any technical issues for you. |
| Q:I am unhappy with my item. What should I do? |
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| A:If you are unhappy at all with any of our products please avoid leaving bad feedback and ratings and contact us through eBay messages. We offer full customer support and will gladly help you. We have a full 14 day refund policy in place so you can return the item. We may also be able to offer you alternative software so please contact us. |
| Q:Are your items suitable as gifts? |
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| A:The box image is for illustration purposes. The CD-ROM is sent in a protective sleeve so is not really suitable as a gift. We can upgrade the sleeve to a plastic click box that could be used for a gift. Please contact us if you would like to use this service and we will gladly help. |
| Q:Are your products available as a download? |
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| A:Yes we have a download service. The item will be the same price but you will not need to pay for shipping. Please contact us via eBay messages for this service. We can also send you a download of your product while you are waiting for your CD-ROM to arrive. This is useful if you are ordering from far way from the United Kingdom. |
| Q:My item has not arrived yet. What should I do? |
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| A:UK orders should not take any longer than 7 days. Orders from outside the UK may take up to 14 working days. If your item has not arrived after this time please contact us and we will arrange to send you a replacement. If you need your item quickly please contact us and we can send you a download to use while you wait for delivery. |
| Q:Can I pay by Cheque or Postal Order? |
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| A:UK customers only may pay by Cheque or Postal Order. Please contact us and we will send you the address and details. |
| Q:Improvements and suggestions |
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| A:If you have any suggestions on ways that we can improve our store and service to you please contact us and let us know. We are always looking for new ways to improve and your suggestions will be very welcome. |
| Q:Can I pay using an International Money Orders or International Cheques? |
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| A:Unfortunately we can not except Money Orders or international Cheques that are not from the UK. We can only except a Cheque or Postal Order from UK customers. |
| Q:Can I pay using a Credit/Debit card? |
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| A:You can pay using a debit/credit card through PayPal without having a PayPal account. After you click 'Pay Now' enter your card details instead of logging in on the PayPal screen. |
| Q:Do you except PayPal? |
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| A:We except PayPal for all our items. This is our preferred method of payment. |
| Q:About our Software Products |
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| A:All of our Software Products include an easy to navigate menu. This is includes a full installation file, help section and if available user manuals and extras. |
| Q:About our Training Course Products? |
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| A:All of our Training Course Products include an easy to navigate menu. The course is provided digitally in PDF format on the CD-ROM. You will need the latest free Adobe Reader 9 to view the course. The courses are US based and in imperial units. They are in the style of a digital textbook with mainly black and white text and diagrams. |
| Q:I get an error message when trying to start the Training Course or Software installation? |
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| A:For the training courses you need to update to the latest Adobe Reader Version 9. You can download the latest version for free from http://www.adobe.com/reader If this does not work please contact us through eBay messages and we will gladly help. For software products please contact us for technical support and we will gladly resolve this for you. |
| Q:I can not combine my items to receive the postage discounts? |
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| A:The items that you have ordered may be in different currencies. Please request an invoice and we will correct this for you. We check all orders every 48 hours so if you can wait we will invoice you when we next process our orders. |
| Q:My PayPal account is showing that I have paid but eBay is showing that I have not paid? |
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| A:Please contact us and send the date of payment in your PayPal account and the name on your PayPal account. We can then check for the payment as mark the item as paid in eBay. |
| Q:I have received a payment reminder from eBay but I have already paid for my item? |
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| A:Please double check your PayPal account for the payment and check that it has cleared. If the payment is showing in PayPal but you have received a payment reminder in eBay then please contact us. You need to send us the date of the payment and the name on your PayPal account. We can then check our records and mark your item as paid in eBay. |
| Q:I can not pay for my item. What should I do? |
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| A:If you can not pay for your item then please contact us and we will be able to help you with this. We may be able to find an alternative payment method. If you need to cancel the item please contact us and we will guide you through the cancellation process. |
| Q:Feedback and Star Ratings? |
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| A:We rely on our customers leaving positive feedback and 5 star ratings for every area. If you feel we do not deserve a positive feedback or anything less than a 5 star rating please contact us and we will do our best to resolve this for you. Please contact us before leaving feedback so that we have the opportunity to help you. |
| Q:I feel that I want to leave neutral or negative feedback. What should I do? |
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| A:Please contact us before leaving any bad feedback. We have a full 14 day refund policy in place. We also offer full customer support so please contact us and we will gladly help to resolve any issues. Please allow up to 48 hours for us to respond. |
| Q:I have tried contacting your store but I have had no response? |
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| A:Please allow up to 48 hours (Monday to Friday) for us to respond to your message. If after this time you have not heard from us please resend your message as we may not have received it. If you are contacting us late on Friday or at the weekend your message will be answered on the following Monday. |
| Q:Should I complete a return request through eBay? |
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| A:Please do not set up a return request dispute through eBay. Please contact our store and we will gladly process a refund through eBay for you. This will help the whole process run a lot smoother and easier. It also gives us the opportunity to resolve any technical issues and help you in any other areas. |
| Q:I am worried that I will not get my money back? |
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| A:Please do not worry about getting your money back. We have a full 14 refund policy in place and always give refunds to buyers that wish to return their items. Please contact us through eBay and allow 48 hours for us to respond. We will gladly provide customer support, help you with any issues or send you details to process the refund. |
| Q:How do I return my item? |
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| A:The first step is to contact us through eBay and allow us 48 hours to respond. We will then be able to offer you customer support and guide you through the refund process including the return address. |
| Q:Do I have to pay for returning my item? |
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| A:You are required to pay for the cost of returning the item. For UK customers the cost is usually the price of a standard first or second class stamp but please check at the Post Office. For our international customers the cost will vary but we can usually avoid this if you contact us. Please do not send items by recorded or signed for delivery. |
| Q:Should I return my item by recorded delivery? |
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| A:Please do not return your item by recorded delivery. We would prefer you to return the item by standard post. We will still process your refund if the item go missing and we are covered for this. |
| Q:What is your return policy? |
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| A:We have a full 14 day refund policy in place so you can return any item that you purchase. Please contact us through eBay messages first so that we have the opportunity to resolve any technical issues or help in any other areas. Once we receive your message we will contact you with the next steps. Please allow 48 hours for us to respond (Mon-Fri). |
| Q:Do you combine shipping? |
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| A:Yes we combine shipping. Postage is free to all orders from the UK so this does not apply. For US / international orders postage is £2.99 GBP, $3.99 USD or $5.99 AUD for the first item and £0.99 GBP, $1.99 USD or $1.99 AUD for each additional item depending on which eBay site you order from. Please contact us if you need an invoice. |
| Q:When can I expect my order to arrive? |
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| A:UK orders are sent via Royal Mail 2nd Class postage. This usually takes between 2-7 days. Please contact us if your order has not arrived after 7 days. International orders are sent by Royal Mail International Delivery. This usually takes between 5-8 days but can take up to 14 days. Please contact us if your item has not arrived after this time. |
| Q:How much is the shipping and handling charge? |
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| A:UK: Postage is free to the United Kingdom. US / International: £2.99 GBP, $3.99 USD or $5.99 AUD for the first item and £0.99 GBP, $1.99 USD or $1.99 AUD for each additional item depending on which eBay site you order from. |
| Q:Do you ship internationally? |
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| A:Yes we ship all over the world. |
| Q:Will I receive a boxed product? |
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| A:The box image is for illustration only. You will receive your Brand New CD-ROM in a protective mailer. All of our products are produced to a high standard. If you have already received your item and you are not happy about this please contact us via eBay messages and we will gladly help you. |
| Q:Do you offer customer support? |
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| A:Yes we offer full customer support for all our products. Please contact us via eBay messages. We usually respond to all e-mails within 48 hours (Monday to Friday). If you do not receive a response after this time please resend your message. Occasionally messages are not always received first time. |
| Q:I am still awaiting a response from you what should I do? |
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| A:If we have not responded to your e-mail within 48 hours it may be because we have not received your message. Please send us your message again via eBay messages on your My eBay page. If you are contacting us late on Friday or at the weekend then we will answer your message on the following Monday. |
| Q:My item has still not arrived what should I do? |
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| A:UK orders should not take any longer than 7 days. Orders to outside of the UK may take up to 14 working days. If your item has not arrived after this time please contact us and we will arrange to send you a replacement. If you need your item quickly please contact us and we can send you a download that you can use while you wait for delivery. |
| Q:Can you provide a tracking number? |
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| A:We do not provide tracking numbers with our orders to reduce the cost for our customers.
If you would like a tracking number please contact us before paying for your item. This service will cost extra.
For UK recorded delivery the cost is £2.99. For international orders the cost will be £6.99. |
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