Contents

3. Shipping issues:

If your question is not answered in this section, please visit the following area in our forums for additional questions and answers:

Shipping issues

QUESTION 3.01:

Question 3.01: I ordered something a long time ago and have not yet received it. When is it going to ship?

Answer 3.01: In all cases, we get this question in respect to a downloadable item, such as an electronic book or program. Most frequently, the item is either the Tax Fraud Prevention Manual, Form #06.007 or the Master File Decoder. In all cases, this question is caused by one of two problems, both of which are due to the member being negligent or not exercising due diligence:

The member ordered a downloadable item and did not realize it was a downloadable item. Instead, they in most cases did not completely read the shopping cart description of the item and did not realize that it was only available in downloadable electronic form. They therefore assumed it was going to be shipped to them as a physical item and did not pay attention to the notification email they were sent telling them that they needed to download the item and giving them the link to download with. These notification emails tell the users that they have 48 hours to download the item or they will LOSE the opportunity. We are not responsible for users who do not exercise due diligence and read everything we send them.
The member was aware that it was a downloadable item and instead was using anti-spam or spam filtering software that threw away the notification email we sent them after they obtained the item. Our Ministry Bookstore warns all users after each donation is made that they should either turn off their spam filtering software or continue checking their spam filter queue immediately after they obtain an item so they can see and receive the notification email. We are not responsible if they do not follow directions given to them during the donation process to turn off their spam filter and as a result, do not receive the notification email and never have a chance to download the item they obtained.

Folks, this problem is happening way too often. Please take the time when you get something from SEDM to ensure that:

You turn off your spam filter when you are ordering or you check your spam queue after you order until the email arrives so that you don't miss the notification email.
You pay attention to the shopping cart description of each item so that you are aware which items are physical items and which are downloadable.

Thanks for being proactive and thereby not creating extra work for us in trying to provide the best quality educational materials to you.

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QUESTION 3.02:

Question 3.02: I ordered my CD or DVD 8 days ago and still haven't received it. Did you forget about me? I'm anxious to receive the information you sent.

Answer 3.02: All items are shipped using Canada Post. Regular Canada Post to the US normally takes anywhere from 7 to 10 business days, occasionally longer depending on the heightened scrutiny that takes place at border crossings. Regular post doesn't offer a means of tracking, so there is no way of determining its progress or if items have indeed reached their intended recipient.

According to Canadian postal standards, there are a few factors that may affect delivery times: Customers are expected to supply their complete and correct address, it is impossible determine here if a suite or apartment number had been inadvertently omitted. Customer addresses should be entered with proper punctuation, i.e. street and municipal names and their designations must have their first letter capitalized. Many orders are submitted in all lower case, where we have to manually retype their address.

If you want to speed up delivery, then please type in the addresses using proper English, so they are not all lower case and use the correct state abbreviations instead of spelling out the state name. Otherwise, you will need to be patient and wait the maximum ten day period required to ship the item to you from Canada.

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QUESTION 3.03:

Question 3.03: I just received my order in the mail, but some things are missing. Are they on back order or will they be shipped separately?

Answer 3.03: SEDM orders are routinely fulfilled from several places. Physical items are not shipped together. If it takes more than three weeks to get all of the physical items you ordered, then you should contact us via our Contact Us Page or phone so we can do some follow-up. You can download the electronic items immediately once you receive your order confirmation email. If you never received your order confirmation email, then consult FAQ #2.10.

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QUESTION 3.04:

Question 3.04: How can I check the status of the shipping for my order online? Where do I go on your website to do that?

Answer 3.04: We do not update the status of downloadable items like response letter. They are considered "delivered" at the time you get them. The procedure for reviewing the shipping status for physical items that get shipped to you is listed below:

Go to theope ning page of the SEDM website at:
http://sedm.org
Next, click on "Bookstore->My Account" in the menus. Type in your email address and password to login.
Review/update your customer data and click the "Submit" button.
The list of orders you have placed will be listed. Click on the Order Number to check the status of past orders.

Generally, we update the status of our orders daily for the online order status system. It is a good idea to check the status online and to minimize your phone and email interaction with us. This will help us to keep our costs down and have more time to develop new offerings and enhance the ones we already offer. Note, however, that you don't need to have a customer account in order to order from our Ministry Bookstore. The Customer account is only required for those who want to track their shipments.

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