It said my credit card couldn't be processed, but I know it works.
The number one issue that people have when using their credit card is an incorrect billing address. Currently we have controls in place that verify a card based on the billing address, so if the billing address is wrong, the card is rejected. Remember, the billing address is the address that receives the credit card bill. It may be different then your shipping address. Other then that, ensure that all information was typed correctly. If problems persist beyond 3 attempts, please call us toll free 1-800-854-1672
It looks like I have been charged twice for an order! What is going on?When a person processes an online transaction, the amount of the order is deducted from that persons credit card limit as an "authorization hold". This happens even if the credit card is rejected. Repeated order attempts that are rejected can continue to increase the "authorization hold" amount. These charges will "fall off" a cards credit limit within a few days. More information can be found here.
What if I want to order more then 9 of a particular study guide?
Currently our website prevents you from ordering more then 9 of a particular study guide. Why? We offer special rates to SAACS groups in good standing or books stores looking to buy in bulk. If you are interested in ordering more then 9 study guides, call us at 1-800-854-1672.
How often are the study guides updated?
At
this point, once a study guide is published, the only updates are
corrections of errors. We do not have a second edition for any study
guide.
How long does it take for me to receive the study guide and how is it delivered?
We ship from Ames, Iowa, so for people in the Midwest, ground shipping
is usually one or two business days. The delivery to each coast will take 3 to 4 business days and only a few select places take longer shipping times. If the order is shipped overnight it will be received the next business day, and
if it is shipped second-day it will be received two business days later. There is a hefty
additional charge levied by UPS to have a book delivered on Saturday
and that charge is passed on to the customer. Once an order has been
processed and given to UPS we can provide tracking information if you
call our office and request it.
The Exams Institute ships
via UPS. This means that we must have a street address to process your
order. UPS usually delivers to residential areas after it has done
business deliveries, so for most places people receive their packages
in the afternoon or early evening. However, UPS can deliver to up to 8pm local time. If you live in an apartment complex,
the UPS driver may drop your package off at an apartment complex office
rather than your door, particularly if you are not home when the
package arrives. It seems that most UPS drivers now leave a package at
the door if people are not home, but that is not always true, so you
might have a notice of a delivery attempt and an indication of when the
next attempt will be made. With all these possible variations, we do
not guarantee delivery of any books by a specific date. We will have
the package in the hands of UPS in order for it to make it to you by a
specific date, and in over 99% of the cases it arrives by then, but
there is enough discretion in the hands of UPS drivers that we cannot
make a guarantee of delivery.
What is express processing and do I have to include it in my order?
Express
processing is charged during the times of the year when our order
volume is high so that not every order is able to be processed the same
day it is received. The time frame where we charge this fee is
associated with the typical test times of the fall and spring semester.
In the fall, the charge is required in late November and early
December, and in the spring it may be charged in April and May. If you
do not wish to purchase express processing, your order may ship out the
same day (as we have day-to-day fluctuations in order volume) or it may
go out the next day. People who are paying the extra for overnight
shipping are usually encouraged to pay the express processing as well.
What chapters should I study for my exam?
This
can depend on which specific exam you are taking. We have several
different types of General Chemistry exams which are released in
different years. There will be slight differences in what content is
covered in the different exams, so we recommend talking with your
professor about this question. Both the General Chemistry and the
Organic Chemistry are designed for the full-year course.
Do you have study guides for physical, inorganic, biochemistry or analytical chemical?
A
Physical Chemistry study guide will be released in Fall 2009. We have
an interest in producing a study guide for biochemistry, inorganic and
analytical chemistry, but these products are not yet developed.
(a)
Can I download the study guide? (b) Where else can I purchase the study
guides?
We have
not equipped the study guide to be downloadable. Technology to allow
this is always improving, so perhaps someday this will be an option.
Many college bookstores purchase study guides in bulk, so you can
always check with bookstores in your area. We are not in a position to
know stock inventory at locations around the country, so if you call
our office to ask if a bookstore in your area has the study guide you
want, we probably are not going to be able to help you.
Do you take returns or buy back any study guides?
No.
Because our study guides are paperback, they are often not in good
enough shape to be sold to another customer by the time they make two
trips though the shipping via UPS.
Do I have to pay shipping charges for each book I order?
No.
Shipping costs are fairly high for the first book, essentially to put a
package in the system. The increase in weight to add a second book is a
relatively small increment, so we do not raise the shipping price until
the 4th book in the package. For up to three books the shipping cost is
the same. This policy is always subject to review. For example, if fuel
prices rise again, shipping costs will go up and the specific charges
may change. It is not likely, however, that it will ever cost twice as
much to ship two books as one book. Do I need to make a customer account to check out of the website?No. Currently the website is configured to allow a user to create an account if they want, but it is not mandatory.
|
