Question and Answers

1. How do I order the Bronze, Silver or Gold Plan.

When you click onto the button any where on the web site, you go to our order page, which is linked to our credit card processor [www.kagi.com]. On the Order page you will find a box for each individual title and also you will what we set out below for each of the three plans – Bronze, Silver, or Gold.

On the left hand side opposite each of the Plans you wish to order, type in 1, 2, 3 or however many orders of that plan you wish. Normally our readers type in 1.

After timing in the number, then type in the box the individual titles in the box provided. For example, if ordering the Bronze Plan: in the selection box, you might type: A Killing Smile, Chairs, and Heart Talk. (Of course, you can order any three books – this is just an example.) For the Silver Plan, you would type in the five (5) individual titles that you wish to order, and for the Gold Plan, you would type in ten (10) individual titles that you wish to order. After you finish typing in the titles for the Plan, then click on the purchase button and proceed to check out. A copy of your order including the titles you have selected will be dispatched to us within 24 hours.

We have two promotional plans. The Standard Plans do not include Waiting for the Lady. The Premium Plans include one copy of Waiting for the Lady. By ordering a Premium Plan you receive a significant iscount on the retail price of Waiting for the Lady.

2. Why should I order the Bronze, Silver or Gold Plan?

Our customers like the plans as they receive significant discounts not only on the price of the books but also on the amount paid for shipment and handling. The discounts are 12%, 20% and 30%.

3. How much do you charge for shipping the books?

For shipments outside of Thailand note that except for special prices for the promotion campaign, $5.95 "per title", will be added to each order to cover shipping charges from Thailand. For the Bronze Plan shipping is $5.00 per title, the Silver Plan shipping cost is $4.55 per title and for the Gold Plan shipping is $3.75 per title.

4. How do you ship the books?

All promotional plans: Bronze, Silver and Gold ship by UPS and you receive a tracking number along with the confirmation of your order. For orders of less than two books, the shipment is via registered airmail. For customers living in the United States we maintain a small inventory of titles and if the books you have ordered are in stock, we ship via registered mail and this takes the same amount of time as a UPS shipment from Thailand. Delivery normally takes between 3 and 4 Business days via UPS. For customers residing outside of the United States, who have not ordered one of the plans, we ship the books via registered airmail. Please allow two weeks for delivery of these non-USA shipments to arrive.

All Special Editions of A Killing Smile are also shipped via air courier at no additional expense.

5. How do I know you’ve received the order and how can I track my shipment?

Once we receive your order, we immediately send you an email confirming that we have received the order and letting you know the date the books will ship. Normally we ship orders within 24 hours of receiving it. If the order comes in on a weekend or on a national holiday, we ship the next business day.

If you order a plan, then if you live outside of the USA, you will receive a UPS tracking number so that you can log on to www.ups.com and trace the status of your order. For USA shipments, we have had no delays. If you feel that a shipment is taking too long please contact us at Customer Service and we will look into the problem and report back to you. We follow up on all reported delays. So far we have not lost a single book.

6. Who is the credit card provider for your web site and can I trust them?

We use www.kagi.com and they are one of the leading credit card providers. They are located in California and we have used their services since 1997. They have a very strict privacy policy that we like. They do no sell or otherwise pass along any information that you provide them to any third party.

7. What forms of payment can I use to buy your books?

Kagi accepts all major credit cards (Visa, MasterCard, American Express, Optima, Discover (Novus), Diner's Club, Eurocard, Carte Blanche, JCB).

They also accept checks, cash, purchase orders (when accompanied by a check) and money orders. They process orders in over 40 currencies.

You may send cash or checks in non-U.S. currency. If you select the cash option on the order form, there is a feature, which allows you to choose from over 40 currencies.

If you are paying by check in a non-US currency, first select the cash option, find out your order's price in your country's currency, then go back and select the check option and complete your order. Although your order's price will be displayed in USD, you may make out your check for the equivalent amount in your country's currency.

If you are sending a check in USD, but drawn on a bank outside the U.S., the order must be for $100 or over.

8. After I buy the books, what name will appear on my Credit Card Statement?

Neither Christopher G. Moore nor Heaven Lake Press will appear on your credit card statement. The name kagi will appear instead. Kagi is an online store for thousands of independent product vendors. Kagi sells a great deal of products that are obtained via the Internet. This arrangement where the provider of the credit card processing appears on the customer’s credit card is industry standard among all the major credit card providers.

9. Why has my Order for Books failed?

There are many reasons why your credit card might be rejected. The most common reason is that you have failed to enter or have incorrectly entered your security ID number. If you are unsure where to find the security number on your credit card, please read our FAQs regarding security numbers, Security number on American Express credit cards and Security number on Visa and Mastercard credit cards.

Another reason why your credit card might be rejected is that you have entered your credit card billing information incorrectly. The credit card billing information must match exactly the address on the statement you receive from your bank or financial institution.

Other reasons include insufficient funds, or that your bank or financial institution has rejected your credit card number. Also, please check to make sure that you have correctly entered your credit card number, credit card type (Visa, MasterCard, American Express etc.) and expiration date.

If your credit card number has ever been used to make a fraudulent purchase, that number will be blocked, and any purchases made with that number declined.

Please note that even when your order is declined, a transaction may appear on your credit card statement. When a customer initiates an online order with Kagi, Kagi asks your financial institution to authorize the funds necessary for your purchase. Your financial institution encumbers the funds until the transaction is fully completed and we have received the funds. When the transaction is not approved, your bank releases the funds and they become available to you once again. This process does not happen right away. In fact it can take 2 days to 2 weeks. The bank has to get notification from us that the charge was declined, then they process a credit to your account.

If you have checked all your credit card information thoroughly and feel that it is correct, you can contact kagi directly at help@kagi.com or at 1+ (510) 658-5244 Monday through Friday from 9 am until 4 pm PT, and one of our customer service representatives will be happy to investigate the matter for you.