Customer Service

PRIVACY POLICY

• You are important to us. We keep your private information private. As a customer, we want to protect you!  Your personal details and email address will not be shared, rented, or sold to 3rd parties.
  
  However, in respect to unlawful or fraudulent activities by any customer or visitor, we reserve the right to reveal the identity or any information we have about that customer or visitor in the event of any legal action.

PHONE ORDERS

• Yes! You may fax us your order ( Fax: (818)341-4269 ) or call it in. Just download the order form.

SHIPPING

• Standard shipping rates will apply if item is shipped. Costs will depend on the weight and volume of the items shipped.

• Customer Satisfaction is our number one priority. We want to make sure you shop with confidence: We want you to know that all our materials were tested for integrity and quality before being placed to the store for customer purchase. However, the customer must have certain system requirements in place in order to download and view the files. In order to ensure complete customer satisfaction, free samples are offered on each product page so pages from the actual eBook can be downloaded and previewed. Customers can also try complete products at no charge from the free downloads section.
  
  If there are technical conflicts with sample files, customers should not make purchases until the conflict has been resolved on their system. Most conflicts can be solved by downloading the most recent copy of Adobe Acrobat Reader, or by trying the other suggestions on the help page. Further problems can be troubleshooted by creating a support ticket.

• Before a store credit or refund will be considered, within 7 days of the purchase, you must create a support ticket or send an email to customer-service@niftygems.com describing your problem in detail, and we will attempt to help you solve it.

• In circumstances out of the control of the customer, a refund may be considered. For refunds made to you by Nifty Gems, there is a processing fee of $5.95 per order or 15% of the order (whichever is greater). Refunds will not be issued on orders less than $5.95.

• We reserve the right to deny refund requests made by customers who we believe are abusing this refund policy.

These are the steps in the ordering process:

• Select the item(s) you want to purchase by placing them in your shopping cart. (Click the Add to Cart link or Add to Shopping Cart button.) You can place more than one item in your cart before checking out.
• Proceed to checkout by clicking on the "Proceed to Checkout" button in your shopping cart.
• Log in to an existing account if you have created an account in the past, or select the "I am a new customer" link.
• Proceed through the checkout process by providing your name, credit card billing address, and credit card information.
• Once payment is submitted and authorized, you will receive your download information right away. The download links will also be emailed to you.

You can try out the complete order process when you order items in the free downloads section. (If your total is $0, you will not have to enter credit card information.)

When you place your order, you are asked for information about your credit card: The credit card type (Visa/MC/Discover/AmEx), full credit card number, expiration date, and the CVV2 code. The CVV2 code is a new security code that is usually found on the back of your card. 

SOLUTION

Just as you need to correctly need to enter your credit card number and expiration date, you must also enter this 3 or 4 digit code accurately to place an  order. Here is an image showing where to find it:

WHY WAS I CHARGED MORE THAN ONCE?
You placed an order and/or attempted to place an order and your card account now shows more than one charge.

SOLUTION

Only orders that complete successfully are charged. If you provided the correct email address and your spam filter allows the email through, you will receive an order receipt and download information for each successful order.

•   If you used a CREDIT CARD and you see multiple charges: You most likely placed the order multiple times. Create a ticket to look into this issue.

• If you used a DEBIT CARD and you see multiple charges: Your bank deducts funds from your account when a card is sent for authorization. If the card is declined or the order otherwise does not complete successfully, the amount is not charged. However, your bank will leave the amount on your account for a period of time. The length of time it takes the bank to remove uncharged amounts may vary, so you will need to check with your bank to verify this. If you have other questions, please create a ticket.

During the checkout process, you receive an error message saying your card is declined.

SOLUTION

Your card could be declined for several reasons. First of all, be sure you have entered the correct credit card number, expiration date, and CVV2 number. The information you enter must be accurate.

You also need to use the billing address on record with your card issuer. This is the address that appears on your card statement. (If you are ordering with your personal credit card, do not use your school address.)

Check with your credit card issuer to be sure there is not a problem with your card. (Sometimes credit card issuers will put a temporary block on online transactions unbeknownst to you. If this happens, you have to get them to remove the block before you try again.)