1. Refunds and Exchanges
One or more items in my order were defective. Can I get an exchange or a refund?
Yes! If there's anything wrong with the product you ordered, digital or physical, I'll refund it or exchange it for an identical item, whichever you prefer. Digital products such as e-books can be exchanged at any time (refunds for digital products must be made within 60 days of purchase), while defective print books must be returned within 60 days to receive an exchange or refund.
There's nothing wrong with the book(s) I received, but I'm still not happy with my order. Can I get a refund?
Absolutely! I offer my customers a 100% money back guarantee. E-books and print editions can both be returned for a refund up to 60 days after purchase, no questions asked. Refunds for e-books and other digital downloads will processed immediately, while print books will be refunded upon their return.
Do I have to pay for return shipping to receive my refund?
No! If you're mailing something back for an exchange or a refund, I'll send you a return shipping label so that all you have to worry about is handing it off to the post office. If you're not satisfied with your order for any reason, you shouldn't have to pay a dime to send it back.
How do I request a refund or exchange?
Contact me through the Contact Us form, or by sending an email to firstname.lastname@example.org. Include your name and order number in your message, along with which items you want refunded. You'll receive a reply within 1-2 business days (usually, I reply the same day.)
How are refunds issued?
Refunds are typically issued as a chargeback to whichever payment method you selected during checkout. If you paid with your credit card, for example, the amount will appear as a credit on your credit card statement.
How quickly will I receive my refund or exchange?
Refunds are issued within 2-5 business days after approval, but may take longer to appear in your account depending on the payment method you selected during checkout and how quickly the bank or other financial institution takes to process the transaction. Exchanges on digital products will be processed within 2 business days (usually much sooner), while exchanges on physical products such as print books will take 2-7 business days for me to ship, plus however long it takes the post office to deliver the package.
2. Orders and Shipping
I ordered an e-book. Where is it?
If you ordered an e-book or other digital download, it should be delivered instantly as download links via the order confirmation email you receive after checking out, and should also be available under the My Downloads section of My Account if you created an account. If for any reason you don't receive your order, send me a message through the Contact Us form, or send me an email directly at email@example.com, and I'll make sure you receive your files as soon as possible (within 1-2 business days, but usually the same day.)
I ordered one or more print books. When will they arrive?
If you ordered one or more print books, it usually takes 2 business days for me to ship them out, but might take me as long as 5-7 business days. If the order is delayed and will take longer than 7 business days, I'll send you an email to let you know, along with an apology, an explanation for the delay, and the option of receiving a full refund if you'd prefer not to wait. Once I deliver the book to the post office, the amount of time it takes you to receive your order will depend on the shipping method you chose during checkout. USPS Media Mail, for example, takes 2-10 business days (most of the time with this option, delivery occurs within 5-7 business days.)
How much does shipping cost?
The shipping cost is determined by the shipping method you choose during checkout. These charges vary according to the weight of the package and the delivery address. As an example, one or two books shipped via USPS Media Mail usually costs between $4 and $5 (this includes freight plus the cost of the envelope.) Always refer to the shipping cost calculated during checkout for the exact amount.
Do you sell or ship internationally?
Unfortunately, I can only sell and ship to customers with a United States address and credit card. This is due to the exorbitant cost of shipping outside my home country, as well as an increased risk of credit card fraud. I'm actively exploring methods of making my store available to customers overseas, but in the meantime, you can always find e-books and unsigned print editions of my books through a wide variety of online retailers, including Amazon, Walmart, Kobo, Google Play, and Barnes & Noble.
I have a question that isn't covered in this policy. Can you answer it?
What we collect
We may collect the following information:
- Contact information including email address
- Demographic information such as postcode, preferences and interests
- Other information relevant to customer surveys and/or offers
- To opt out of Facebook and Google tracking, go to http://www.aboutads.info/choices, select “Facebook Inc.” and/or “Google Inc.” from “Companies Customizing Ads For Your Browser” and click on “Submit your choices.”
- To opt out of Reddit tracking, go to https://www.reddit.com/personalization
To opt out of Twitter tracking, you can do one of three things:
1. Using your Twitter settings, visit the Personalization and data settings and adjust the setting Personalize ads.
2. If you’re on the web, you can visit the Digital Advertising Alliance’s consumer choice tool at http://optout.aboutads.info/ to opt out of seeing interest-based advertising from Twitter in your current browser.
3. On your mobile device, enable the Limit Ad Tracking setting in your iOS phone’s settings, or the setting to Opt out of Ads Personalization in your Android phone’s settings.
What we do with the information we gather
We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:
- Internal record keeping.
- We may use the information to improve our products and services.
- We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided.
- From time to time, we may also use your information to contact you for market research purposes. We may contact you by email or mail. We may use the information to customise the website according to your interests.
We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.
A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual, and are also used for analytics and targetted advertising campaigns. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.
We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.
Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.
Links to other websites
Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.
Controlling your personal information
You may choose to restrict the collection or use of your personal information in the following ways:
- Whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes
- If you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by letting us know using our "Contact Us" form
We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information as part of a targetted advertising campaign (unless you contact us through the "Contact Us" form to opt out), or to send you promotional information about third parties which we think you may find interesting (if you tell us that you wish for this to happen.)
You may request details of personal information which we hold about you at no cost. If you would like a copy of the information held on you, please email us this request using the "Contact Us" form.
If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible, at the above address. We will promptly correct any information found to be incorrect.
Subscribing to the Newsletter
By subscribing to the newsletter, you agree to receive a bi-weekly email including (but not limited to) information about what Jeff Coleman is working on and when he's going to publish his next book. You also agree to allow us to use your email address for the purpose of targeting ads. We ONLY target ads in order to promote his writing and will NEVER share your email address with other marketers.
If you wish to subscribe to the mailing list without being part of a targeted advertising campaign, you can send an email to jeff at jeffcolemanwrites dot com or send a message through the "Contact Us" form after subscribing and ask to be excluded.
You can easily unsubscribe from the list at any time through a link provided at the bottom of each email, through the "My Account" link on the website, or by clicking here.