Question
and Answers
1.
How do you ship the books?
Most of shipments are delivered by UPS or express airmail.
In the case your shipment is via UPS, you will receive
a tracking number along with the confirmation of your
order. For customers living in the United States we
maintain a small inventory of titles and if the books
you have ordered are in stock, we ship via registered
mail and this takes the same amount of time as a UPS
shipment from Thailand. Most deliveries take between
3 and 4 Business days.
All Special Editions of A Killing Smile are shipped
via air courier at no additional expense.
2.
How do I know you’ve received the order and how can
I track my shipment?
Once we receive your order, we immediately send you
an email confirming that we have received the order
and letting you know the date the books will ship. Normally
we ship orders within 24 hours of receiving it. If the
order comes in on a weekend or on a national holiday,
we ship the next business day.
If
your shipment is delivered by UPS, you will receive
a UPS tracking number so that you can log on to www.ups.com
and trace the status of your order. For USA shipments,
we have had no delays. If you feel that a shipment is
taking too long please contact us at Customer
Service and we will look into the problem and report
back to you. We follow up on all reported delays. So
far we have not lost a single book.
3.
Who is the credit card provider for your web site and
can I trust them?
We use www.kagi.com
and they are one of the leading credit card providers.
They are located in California and we have used their
services since 1997. They have a very strict privacy
policy that we like. They do no sell or otherwise pass
along any information that you provide them to any third
party.
4.
What forms of payment can I use to buy your books?
Kagi accepts all major credit cards (Visa, MasterCard,
American Express, Optima, Discover (Novus), Diner's
Club, Eurocard, Carte Blanche, JCB).
They also accept checks, cash, purchase orders (when
accompanied by a check) and money orders. They process
orders in over 40 currencies.
You may send cash or checks in non-U.S. currency. If
you select the cash option on the order form, there
is a feature, which allows you to choose from over 40
currencies.
If you are paying by check in a non-US currency, first
select the cash option, find out your order's price
in your country's currency, then go back and select
the check option and complete your order. Although your
order's price will be displayed in USD, you may make
out your check for the equivalent amount in your country's
currency.
If you are sending a check in USD, but drawn on a bank
outside the U.S., the order must be for $100 or over.
5.
After I buy the books, what name will appear on my Credit
Card Statement?
The name Kagi will appear on
your credit card statement. Kagi is an online
store for thousands of independent product vendors.
Kagi sells a great deal of products that are obtained
via the Internet. This arrangement where the provider
of the credit card processing appears on the customer’s
credit card is industry standard among all the major
credit card providers.
6.
Why has my Order for Books failed?
There are many reasons why your credit card might be
rejected. The most common reason is that you have failed
to enter or have incorrectly entered your security ID
number. If you are unsure where to find the security
number on your credit card, please read our FAQs regarding
security numbers, Security number on American
Express credit cards and Security number on Visa and
Mastercard credit cards.
Another reason why your credit card might be rejected
is that you have entered your credit card billing information
incorrectly. The credit card billing information must
match exactly the address on the statement you receive
from your bank or financial institution.
Other reasons include insufficient funds, or that your
bank or financial institution has rejected your credit
card number. Also, please check to make sure that you
have correctly entered your credit card number, credit
card type (Visa, MasterCard, American Express etc.)
and expiration date.
If your credit card number has ever been used to make
a fraudulent purchase, that number will be blocked,
and any purchases made with that number declined.
Please note that even when your order is declined, a
transaction may appear on your credit card statement.
When a customer initiates an online order with Kagi,
Kagi asks your financial institution to authorize the
funds necessary for your purchase. Your financial institution
encumbers the funds until the transaction is fully completed
and we have received the funds. When the transaction
is not approved, your bank releases the funds and they
become available to you once again. This process does
not happen right away. In fact it can take 2 days to
2 weeks. The bank has to get notification from us that
the charge was declined, then they process a credit
to your account.
If
you have checked all your credit card information thoroughly
and feel that it is correct, you can contact kagi directly
at help@kagi.com
or at 1+ (510) 658-5244 Monday through Friday from 9
am until 4 pm PT, and one of our customer service representatives
will be happy to investigate the matter for you.
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