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International Ordering information Q & A
Q:
I live inside the US. Where
is the US information?
A: Please click
here for the US ordering information.
Q: Can I use
the shopping cart to place an order?
A:
No. The shopping cart only works
properly for US addresses. Just drop us an email listing the items
you wish to purchase along with a shipping address and we'll get back to
you with a grand total. We can then hold the items while you send
payment. Payment must be received within 14 days.
Q: Can I pay
via PayPal?
A: Yes, but please contact us
first for your shipping and handling options. The PayPal checkout
option only works properly with a US address. We will generally
provide both an insured and uninsured shipping options. If you
choose the uninsured method, any loss or damage that occurs is your
responsibility. We highly recommend insured shipping for orders
exceeding $100.
Q:
Can I phone or email you with my
credit card information?
A:
Yes, but please keep in mind that we
speak only English.
If you wish to pay by credit card via
the phone, please give us a call at the number listed below.
To streamline this process we ask that you
please email us with your name and shipping address before you call.
If you'd like to pay by credit card via email, please use the
following secure method: Assuming your credit card number is 1111 2222
3333 4444 and expires 01/02, you would send 1111 2222 xxxx xxxx 01/xx to
info@digitalheroes.com. You
would then send xxxx xxxx 3333 4444 xx/02 to
digheroes@charter.net. This
will put the information safely on two different mail servers.
Q:
Can I send you cash or a money order?
A:
Yes. We accept US cash or
International Money Orders payable in US funds drawn on a US bank.
Please make all funds payable to Digital Heroes.
Q: Am
I required to pay customs?
A:
As much as we hate that
our international customers are often charged an import tax, we are
required by US law to fill out customs forms. We have been gently reminded
on more than one occasion by the folks at our local PO not to try
to pass
off our international business packages as "Gifts" or with an incorrect
value as they would be returned undelivered and we would be subject to
fines and/or loss of our business license. Since the September 11th
terrorist attacks and more recently the war with Iraq, both imports and
exports are under much greater scrutiny. The USPS has cracked down on the
illegal practice of trying to avoid customs duties by misrepresenting the
true value of merchandise purchased from the United States.
We have no
control over which packages the US government chooses to inspect.
We have
no control over the import fees that your government charges.
Our policy
is that we fill out all forms legally required of us in an honest and
forthright manner. We will not lie or commit perjury in any of our
business dealings.
Q:
How will my order be shipped and
when will I receive it?
A: We recommend that all
international orders be shipped via
United States Postal Service (USPS)
global priority mail or global express mail. All other shipping
methods are much slower and less reliable. Orders shipped this way
typically arrive in your country in 10 days or less, but may be held in
customs for inspection. If you don't receive your order in a timely
fashion and have already checked with your local customs office, drop us
an email and we'll be glad to run a trace on it.
Q:
How much is shipping and
handling?
A: It depends on where the
items will be shipped and how much they weigh. Please see the
following link for an estimated shipping calculator:
Shipping Estimate
Q:
How do Pre-Orders work?
A: We take orders for some
products that have yet to ship from the manufacturer and reserve them.
In
the event that allocations occur, the orders will be filled on a first
come basis. There is no guarantee that orders will be filled with
our
first shipment. Refunds will be issued in the event of a cancellation or
price change. Please note that the release
dates we provide for all pre-orders are very tentative and subject to
change. We attempt to keep our product description pages up to date,
but we are not responsible for changes made to the product by the
manufacturer prior to release.
Q:
How can I contact you?
A: The best way to contact
us is via email. Aside from the few times a year we are away on
vacation, we answer all of our email within 48 hours. If you have
emailed us and haven't heard back, it is likely that your spam filtering
software is blocking our responses. Try turning it off or using an
alternate email address. Our mailing address and telephone number
are listed below. We do our best to keep standard business hours
- 10:00 am - 6:00 pm, Pacific Standard Time (West Coast United States -
same time zone as Los Angeles). If you try to call and can't get
through, feel free to leave a message or your card details on our secure
voice mail. Sorry, but we cannot return international phone calls.
Digital
Heroes
PO Box 2051
Walla Walla WA 99362
USA
Phone: +1
(011) 509 525 0380
Email:
info@digitalheroes.com
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