Frequently
Asked Questions
-
I
don’t have a credit
card. Can I pay
by money order
or check?
-
I
looked on your
online tracker
and didn’t see
my order. Does
this mean that
you don’t have
my order?
-
How
long does it take
for me to get my
order once it has
been placed?
-
What
is your return
policy?
-
Do
you offer assistance
to customers who
are having trouble
with finding the
information they
need in the books?
-
When
is Matthew coming
to my city to speak?
-
How
can I get my order
faster?
-
I
would like to cancel
my order. How can
I do this?
I am a web business,
bookstore, or training
education provider who
want to work with Matthew.
Whom can I call?
I
don’t have a credit card.
Can I pay by money order
or check?
Yes.
You can certainly send
in a check or money order.
Please make them payable
to:
Information
USA-Orders
12081
Nebel Street
Rockville,
MD 20852
Please
make sure to include your
full name, shipping address,
phone number, and title
of the book. Please write
LEGIBLY so that we can
read your information.
All check and money orders
will be processed in three
to five weeks. Make sure
to add $6.95 for shipping
and handling to all orders.
RUSH
DELIVERY IS NOT AVAILABLE
TO THOSE PAYING BY MONEY
ORDER OR CHECK.
I
looked on your online tracker
and didn’t see my order.
Does this mean that you
don’t have my order?
Our
online order tracking system
is linked to our UPS system.
Your order will only appear
there if the label has
been made, or if the order
has left the warehouse.
Depending on our order
volume, it may take UP
TO 10 business days for
the order to leave our
warehouse. In general,
please allow 2-3 weeks
for delivery on an item,
unless you have paid an
additional charge for rush
delivery.
If
you do not see your information
in the system after 10
business days, there are
two possibilities:
1.
You have ordered and
requested us to ship
to a post office box,
Hawaii, or Alaska. These
orders are shipped via
USPS Priority Mail and
cannot be tracked online.
2.
You have ordered an e-book.
Please make sure that
you double check your
order. If you were not
charged for shipping,
this is a possibility.
If
you are unable to track
the order after 10 business
days, please call us for
more information.
How
long does it take for me
to get my order once it
has been placed?
Depending
on our volume, it may take
up to four weeks for you
to receive your order.
Please keep in mind that
checks and money orders
take additional time for
processing. It may sometimes
take up to 10 business
days for an order to leave
our warehouse. All orders
are shipped via UPS Ground,
with the exception of post
office box orders and all
orders going to Alaska
or Hawaii.
What
is your return policy?
We
hope you are satisfied
with your product. However,
we offer a 90 day money
back guarantee in case
you are in any way dissatisfied
with the product and need
to send it back.
You
do NOT need a return authorization
number to return the item.
Return instructions are
as follows:
Please
pack up the product(s)
and ship them back along
with the original invoice
to:
Information
USA-Orders
12081
Nebel Street
Rockville,
MD 20852
We
strongly suggest that you
ship the item(s) back with
a method of tracking so
that you can be sure that
we have received the order
back to our warehouse.
We are NOT responsible
for orders that cannot
be tracked. We do not pay
for the shipping on the
items that you are returning.
Once
we receive your return,
we will enter a request
for a refund. Please allow
2-4 weeks from the date
we receive your return
for the credit. We will
only refund the money back
to the original form of
payment. There are no exceptions.
Your refund will include
the price you paid for
the product, less shipping
and handling.
If
you do not have the original
invoice, please include
a note, letting us know
your full name, shipping
address, and phone number.
As a courtesy, please write
legibly so our staff can
refund you appropriately.
Do
you offer assistance
to customers who are
having trouble with
finding the information
they need in the books?
Unfortunately
at this time, we are unable
to provide research help
for our customers. Due
to the large number of
books that we sell and
the limited resources,
our staff is unable to
answer specific questions
(page numbers, updated
phone numbers, specific
programs) about the product.
The
best resource we offer
is our free newsletter,
which is sent electronically
to your e-mail. You can
subscribe to this free
resource on our web site.
When
is Matthew coming to
my city to speak?
We
do not have an annual seminar
schedule. Once we decide
to set up a seminar in
a particular city, we will
update our web site with
the latest information,
which can be found here.
We try to keep our seminars
relatively
small
so that
Matthew is able to interact
with everyone on a personal
level. If you are signed
up to receive the newsletter,
you will receive notice
when we are planning a
seminar.
How
can I get my order
faster?
We
offer rush delivery for
an extra charge ($18).
However, this is ONLY applicable
to those who are paying
by credit card. Orders
going to post office boxes,
Alaska and Hawaii are excluded
from this offer, as well
as orders that are paid
by money order or check.
With rush delivery, you
will have your product
within three business days
from the time of your order.
I
would like to cancel
my order. How can I
do this?
Unfortunately,
it is difficult for us
to go back and cancel the
order once it has been
placed. Due to our heavy
volume, we are sometimes
unable to pull the order
before it has been processed.
Please choose your items
carefully and try to contact
us within 24 hours of your
order either via e-mail
or by phone. We will try
our hardest to pull the
order, but may not be able
to stop it mid-process.
Revised:
07/28/05
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