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Frequently
Asked Questions
Here are some of the more frequent or recent
questions we have received.
Do you
Collect Customs Taxes and Fees?
What is
the Security code on the credit card?
I would like to clean my Folkmanis puppet - can
I do that?
How
Much time will it take to get my order?
Should
I get an email confirming my order?
How
will my order be shipped? Can you ship to a Post Office Box?
How do
I use Cookies on my Web Browser?
I can
not seem to get my credit card submitted online.
Can you
ship orders overseas?
I am
concerned about giving you my credit card over the internet.
Is it safe?
Do you Collect Customs Taxes and Fees
No. We do
not collect any customs fees, taxes
or other charges at the delivery point in foreign countries.
You should plan on paying these fees if they are required. Customs
charges vary considerably from country to country and we have
no means of determining and paying these fees. Some orders will
not require customs fees while others will. For Canadian residents,
you can read about possible fees at the Canadian
Customs Page.
What is the Security code on my credit card?
When you complete the order
form, you will be asked for your credit card number and the security
code that is on either the back or front of the credit card.
When we process your orders online on our secure server information
is sent to the bank to verify the billing address information
(address verification or AVS) and the security code is verified.
Security codes are printed on the reverse of vertually all Visa
and MasterCard cards and on the front of American Express cards.
The Visa CVV2 code (Card Verification Value 2) and MasterCard
CVC2 code (Card Validation Code 2) are three-digits at the end
of the account number printed in reverse italic type on the back
of the card. For American Express, it's a four-digit code printed
on the front of the cards over the embossed account number. Only
the person holding the card has these numbers, so it ensures
higher security for you to send this number to the bank for verification.
We never see or store the credit card number or security number
when you send the order. We can get the credit card number from
the bank to make a refund or order adjustment, but never see
the Security Code. So this number really helps to prevent fraud.
It helps you and us too!
How Much time will it take to get my order?
For orders to the US and
Canada, we ship by US Postal Service (USPS) and the United Parcel
Service (UPS or sometimes called "Brown"). We ship
by the US Postal Service for all other countries unless you request
that we use United Parcel Service and you pay the extra postage.
We do not send by DHL, Airborne or Federal Express.
Please plan on orders of
$38 or more being shipped by United Parcel Service (UPS) for
Continental US. We ship orders by the US Postal Service to other
countries. We can ship to Canadian shipping addresses.
We allow up to 10 business
days for checks to clear your bank. If you need your order quickly,
you will need to pay by credit card.
Post Office Delivery
Times
Packages shipped by the
USPS (Post Office) are normally sent priority mail,
which takes about 2
-3 days to reach the
East Coast of the United States by the US Postal Service (USPS),
less time to reach you on the West Coast of the US. This is after
we ship. Orders receiving free shipping to Alaska or Hawaii will
be shipped parcel post unless you arrange to pay any additional
postage for priority mail.
Express mail to US Addresses is 2 day delivery from the time we ship. Express mail orders need
to be requested and paid by 11 AM Pacific Time to go out that
day, otherwise it will be the next day. Express mail sent on
Fridays will not arrive until the following Monday.
United Parcel Service
Delivery Times
Orders over $38 to the
US are shipped by United
Parcel Service by Ground delivery. This takes 2
to 8 days depending
on where you are - eight days to Maine and less the closer you
are to Seattle Washington. We can ship Next Day Air
or 2nd Day Air to most places in the US. We recommned
that orders shipped to locations outside the US are shipped by
the US Postal Service. You need to contact us early to arrange
Next Day Air or 2nd Day air.
Please provide a street
address for orders over $38 so that we can ship by United Parcel
Service if we ship that way..
If you need your package
sent by Express mail, Next Day UPS, 2nd Day UPS, or have other
delivery questions, then contact us
at sales@kidsbooksandpuppets.com
. We have a special
order page that you can use to pay any additional postage.
Should I get an email confirming my order?
Yes. You will always get an email confirming
your order if there is not a technical problem. If you placed
and order and were not set to a accept or decline page and did
not get an email confirming your order, then we may not have
gotten an email either. Contact us to confirm your order.
How will My Package be Shipped? Can you ship to
a Post Office Box?
Packages under 3 lbs are normally shipped
by United States Postal Service. Heavier orders are usually shipped
by United Parcel Service (UPS).
Please assume that you package will ship
by the US Post Office if the order is for less than $40.
How do I use Cookies on my Web Browser?
Cookies are small files
that are placed on your computer by a site that you visit to
provide you with a means to use shopping carts, avoid duplicating
information that you provide and other reasons. Our files are
placed on your computer only to use the shopping cart and are
deleted after the sale or expire shortly.
You must enable the use of cookies in your
browser (Microsoft Internet Explorer, Netscape, or others). For
MS Internet Explorer go to Tools/Internet Options tab at the
top of your browser. Click on the Security Tab. Highlight the
Internet Icon, and click on the button at the bottom for "Custom
Level". Scroll down until you find the Cookies options.
Enable cookies.
Exactly how you set cookies should be similar,
but will vary depending on the version and supplier of your browser.
I can not get my credit card submitted online.
There are several possible reasons for
this: 1) you entered an incorrect card number, expiration date,
the name on the credit card, or billing address. Check your information
carefully and try to resubmit.
Sometimes the system is busy or connections
do fail. If you still can not process the card, you might try
another card in case the bank has some of your billing status
incorrect. You may always send us a check in the mail with the
shipping and billing information: name, address (street, city,
state, Zip code), and what you want. Make the check out to Act
II Books and Puppets. If you need help figuring out the postage
and total, send an email to us at richardg@kidsbooksandpuppets.com
Can you ship books overseas?
Yes, we ship books to a location that the
US Post Office delivers. We have shipped to many countries. See
our shipping information for details
on shipping costs. You can order online and the shipping
charges will be automatically calculated for airmail for smaller
orders. Larger orders may ship surface mail delivery unless you
authorize airmail charges. We do not ship overseas by United
Parcel Post, Federal Express or DHL.
I am concerned about giving you my credit card
over the internet. Is it safe?
We have added secure online credit card
processing to make your purchase as easy and safe as possible.
The process is private and encrypted to protect you. While it
is always important to protect your credit card information,
nothing is 100% safe. We make every effort to keep you informed
of your purchase, including when it was shipped. We also provide
an invoice with you shipment as a record of your purchase. You
will receive an electronic confirmation of your order so that
you know your card was processed. |