Frequently Asked Questions

  1. Why is my order “on-hold”?

      An order will be placed on hold for the following reasons:

      1. Some of the items you ordered are pre-order or back order items and you did not request multiple shipments. Your order will remain on-hold until all items are available.
      2. You selected check/money order, or PayPal as your pay method. In this case, we are waiting for payment to arrive.
      3. You gave us a credit card number, but there was a problem with the credit card. In this case, we either sent you an e-mail or called you and we are waiting for a response.

      If you are not sure why your order is on hold, please contact us.

  2. You say that you do not charge my credit card until you ship yet my account is showing a charge.

      What your account is showing is an authorization for the charge, or a temporary charge. This charge will disappear from your account in a few days depending on how your credit card company handles temporary charges. This will not become a permanent charge until we submit the sale, which will be when your order ships.

  3. Why did I not receive an order confirmation via e-mail?

      All orders placed on our web site are sent an order confirmation to the e-mail address given. Reasons for not receiving a confirmation include:

      1. A typo in the e-mail address.
      2. Your e-mail account is full. Some of the free e-mail accounts (hotmail, yahoo, etc…) have limits on how many messages you can have.
      3. Your Spam Filters or ISP are catching our e-mails and rejecting them.
      4. When you placed the order, you did not check the box that said e-mail me an order confirmation.
      5. Our automated order confirmation e-mail software did not work.

      If you did not receive an order confirmation, please let us know and we will resend it to you.

  4. I sent you an e-mail but received no reply.

      All e-mails that we receive are replied to within 48 hours. If you did not receive an answer to an e-mail you sent us, one of two things happened. Either we did not receive the e-mail, or you did not receive the response. Spam filters sometimes block legitimate e-mails. If you sent us an e-mail and did not receive a response within a couple of days, please let us know as we do have different e-mail domains that we can try. Or, you can always call us at 1-866-202-3348.

  5. The item I ordered said Pre-Order for January. It is now March and I have not received my item.

      The month provided is an expected month of availability given to us by the manufacturer/publisher many months in advance of the expected release date. Many issues can arise between when the expected month of availability is given to us and the anticipated release date that cause a delay in the item becoming available. The expected month of availability is always subject to change by the manufacturer/publisher, usually without giving us any notice. In the event that we do receive notifications of delays, we will update the availability on the web-site.

      The expected month of availability should NOT be taken as a guarantee that the item will be available by that date. It is not unusual for an item to miss its expected month of availability by a month or two, or longer. Please understand this when ordering pre-order items.