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I received a notice that my order did not go through because the address doesn't match.  What does this mean and how do I fix it?

In order to be able to accept an order we must have the SAME name and address on the application that is on file with the credit card company or bank. If the name or address aren't the same we can't accept the order. We also need the correct 3 digit code from the back of your credit card or we can't accept the order. If you've tried to place an order without giving us the correct name and address, please try again with the correct information so we can process your order for you.

In some rare instances some banks or credit card companies send us false error messages telling us that the address doesn't match when in fact, it does. If you feel this is occurring, the only way to correct it is to contact your bank or credit card company and explain to them what our email(s) are telling you. We recommend calling your bank or credit card company again and go up and up the customer service line until you find someone who is KNOWLEDGABLE about "AVS" (Address Verification System). Explain to that person what is happening so that they can correct the information that is being sent out in the AVS System. Don't even waste your time if they don't know fully understand what AVS is. In most cases is takes a supervisor or a supervisor's supervisor to get to the bottom of the problem when this occurs.

Only your bank or credit/debit card company can fix this problem for you.

It may be helpful to you to know that in some cases banks or credit card companies to keep address information in SOME of their computer systems/files one way, but then keep it ANOTHER way in ANOTHER computer system. Often this happens when someone moves. The misinformation may be in the AVS computer system for YEARS before a problem like this occurs. What happens then is that the Customer Service person you call tells you that the address is correct when in fact, there is ANOTHER computer or network somewhere that has DIFFERENT information which is causing us to receive the error messages. Only someone at your bank or credit card company who is knowledgable about AVS can help you with this.

We apologize that ordering from us has been a less than totally convenient experience for you. These procedures are followed by all reputable merchants that accept Visa and Mastercard and subscribe to their recommended security procedures and care about protecting Cardholder security.

You told me that you didn't accept my order(s) because the address didn't match, but there's a charge on my account... what's up?

Each time you place an order and we attempt to process it for you your account is charged. However, if we are unable to accept the membership, such as if the address doesn't match or there is some other problem, the charge is never made permanent and we never collect any money even though the transaction was authorized. Some credit card companies and/or banks place this amount of money in a pending status, for whatever time period they wish, even though we have not been paid. Each bank appears to have their own policy. To have the amount of the charge removed from pending faster with your bank, explain that the charge was never settled and request that the money be placed back in your available funds. Your bank can explain more about their individual policy(s) concerning this.

These temporary charge(s) will AUTOMATICALLY BE RETURNED TO YOUR ACCOUNT.

I have more than one charge on my account and I only want one membership. How do I get this corrected?

If you have more than one charge on your account as you view it online, the only cause for this to happen is if you placed more than one order.  If you placed an order(s) that could not be accepted, (such as if there is an address non-match), and you order again successfully, you will have more than one charge on your account but only ONE of the charges will be permanent.  The other charge(s) will AUTOMATICALLY be returned to your account. If you do receive a statement and have more than one charges on your account, contact our Customer Service Dept. and they will resolve the matter for you.

When will I receive my User ID and password? I paid by credit card.

We have a whopping 99.8% reliability record in delivering orders to our customers accurately and on time!!

It is our goal to give the best customer service possible. Online memberships that are paid by credit card are delivered with an extremely high rate of reliability, as advertised, within minutes under normal circumstances. We will process your order within that time.

If you have waited one full business day and have not received your user ID and password from us by email, your membership is probably already set up for you but you didn't receive the notice from us because there may have been an email problem. In most of these cases this occurred because the customer gave us the wrong email address on their order form. Other times it may occur because an email was filtered by an anti-spam filter, not properly received or was thrown away by the recipient accidentally.

If your account has been charged and you have not received your User ID and password from us, don't panic! We have delivered your membership to you as you ordered. It simply needs to be emailed to you again.

When will I receive my User ID and password? I paid by money order by mail.

We have a whopping 99.8% reliability record in delivering orders to our customers accurately and on time!

It is our goal to give the best customer service possible. Memberships that are ordered through the mail will be posted by us within 5-14 business days in most cases. If you have paid by money order we will set up your membership and send you an email letting you know that your membership is ready for you to use immediately after your order is posted. When your membership is set up you will automatically receive a "Welcome" email from us containing your User ID and password. We will give you the fastest service we can, but because of mail service and because these types of orders require more processing, please allow up to four weeks to receive your "Welcome" email from us from the date that you placed your order in the mail.

If you've waited the FULL four weeks and still haven't received your User ID and password from us, we should trace your order. To have your order traced, please email our customer service department from our website. We will not trace orders that have not waited the full three weeks.

When will I receive my User ID and password? I paid by check by mail.

It usually takes us 5-14 business days to post a mail order.  If you paid by check we then have to hold your order for approximately 14 more business days to ensure that payment clears the bank. At the end of that time we will contact you automatically to deliver your membership.  If your check has already cleared the bank and you want us to expedite your order for you, please read instructions for doing that so we can assist you.

My check already cleared the bank. How can I receive my order?

We have no way of knowing when each individual check clears the bank so we must hold all of the check orders the same length of time.

If your check clears your bank and you would like us to expedite your order, we'll be delighted to do that for you. In some cases you can receive your membership within just a few hours or less after you ask to have it expedited! To have your order expedited, fax us a statement from your bank showing the check paid or the front and back of the cancelled check. Make sure the information also includes your email address/User ID, name, address, and phone number, and circle the check payment to us. If you do not provide all of this information we will not be able to expedite your order. Our fax number is 210-497-5907. Orders are expedited during business hours only.

Or, if you prefer, you can just wait the usual time and your order will be processed automatically for you. There is nothing else you must do since we will process the order automatically and your User ID and password will be sent at the end of the holding period to the email address you gave us on your order.

We know our customers and members are anxious to receive the information they ordered and we will process your order as quickly as we can! It is our goal to give the best customer service possible.

You promised 24 hour or less delivery but it's been longer than that. Where's my User ID & password?

We have a whopping 99.8% reliability record in delivering orders to our customers accurately and on time!! If you haven't received your order it is probably due to an email problem and is easily corrected.

You can check on the status of your order 24 hours a day.

You can get your User ID and password emailed to you 24 hours a day.

If you've waited the full processing time and have not received your user ID and password from us by email, your membership is probably already set up for you but you didn't receive the notice from us because there may have been an email problem. In most of these cases it is because the customer gave us the wrong email address on their order form. Other times it may be because an email was filtered by anti-spam filters, not properly received or was thrown away by the recipient accidentally.

If your account has been charged and you have not received your User ID and password from us, don't panic! We have delivered your membership to you as you ordered. We simply need to email it to you again. If your account has been charged, your membership has also been delivered. The process is almost simultaneous.

If you've waited the full business day and still haven't received your User ID and password from us, let us trace your order so we can email your User ID and password to you again. To have your order traced, please email our customer service department from our website. (We will not trace orders that have not waited the full business day.) Orders are traced on business days only.

How do I know you received my order?

Our track record for timely and accurate delivery is 99.8% and it is extremely rare that someone submits an order to us which becomes lost. We are not able to trace orders until after the appropriate processing time for all orders. (1 full business day on credit card online orders. Approximately 14 business days on money orders by mail. Approximately 4 weeks on all mailed check orders.)

Please wait the full processing time for the type of order you placed. If you have waited the FULL processing time and have not received your order, we will be happy to trace your order for you. To have your order traced, please email our customer service department from our website. (We will not trace orders that have not waited the full processing time.)

I may have given you the wrong email address on my order form. How can I change it?

We are not able to change any aspect of your order until after the order is delivered. The order must be processed and sent to the email address you gave us on the order form. If this email was incorrect, obviously you will not receive the "Welcome" email that we will send you when your membership is set up for you. If you gave us the wrong email address on your order form, wait the FULL processing time for your type of order, and then our customer service department an email stating that you gave the wrong email address on your order and then give them the incorrect email address AND the correct email address. They'll be more than happy to re-send your User ID and password to the correct address.

We are not able to change your User ID and password during the duration of your membership.

How can I change my User ID and password?

We are not able to change your User ID and password during the duration of your membership. If you changed you email address, please continue to use your original User ID and password to use our website. If you write to us for support, please include your original User ID so we can identify you along with your current email address so we can reach you.

Was this a one-time charge?  Are you ever going to charge me again?  Is membership automatically renewable?

Membership at our site does not automatically renew like some other websites. Your order was a one-time charge and we are never going to charge you again unless you place another order.

How do I cancel my membership?

Membership at our site does not automatically renew like some other sites and there will be no future charges to your account unless you order again in the future so there is no need to cancel your membership. If you are having an issue or problem with your membership and want to cancel your membership and get a refund, remember that when you ordered, you agreed the fee was not refundable.  Still, if you feel you have a legitimate reason why a refund might be fair, please email it to us.  Our Customer Service Staff will evaluate your request as fairly as possible and if a cancellation/refund is fair, will be happy to assist you.