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FAQ Ordering, Orders Why do you need my phone number? How do I cancel an order? Somehow I ended up with more than one order. How do I cancel it? I got my order and it is wrong or damaged. What do I do? My DVD isn't playing sound across both speakers. Is something wrong with it? My DVD isn't playing right in some players. Is something wrong with the disc? Can I buy Starting Strength 1st ed and 2nd ed? Payment What payment types are accepted? Why is my credit card being rejected? Shipping Has my order been shipped? International Do you ship products internationally? Special address requirements What are international shipping costs? What is the estimated delivery time for international orders? Will you mark the package as "gift" to limit taxes imposed for import? What is the total that will be marked on the package? What other sources are there for international customers? Domestic (USA) What shipping methods are available? How long do they take? Do you ship to PO boxes? What shipping method do you recommend? APO/FPO/DPO What shipping methods are available? How long do they take? Special concerns for APO/FPO What shipping method do you recommend? Holiday Season Shipping Dates Pricing and Discounts Multiple item order discounts Wholesale Pricing USA only: Free Standard Shipping Special Requests Can my order be sent as a gift? Sales Terms & Return Policy Orders and Items Why do you need my phone number?           A phone number provides a way for us to quickly contact you if there is a problem with an order. Phone numbers can be important for international orders as they provide a way that you can be reached if there is a problem with your package at Customs or during delivery. Please note that some credit card issuers require a correct phone number for any transaction approval.   (Back to Top) How do I cancel an order?           Contact customer service with your request. Orders can be cancelled if they have not already been shipped. Please note: there is no need to cancel orders made by check/money order since the order is not complete unless we receive payment. We periodically clear out old, unpaid check/money order orders.   (Back to Top) Somehow I ended up with more than one order. How do I cancel it?           We verify apparent duplicate orders before sending them out. Look for our email or phone call. Or you can contact customer service to make us aware of the problem if we haven't already contacted you.   (Back to Top) I got my order and it is wrong or damaged. What do I do?           The first thing you should do is show any damage to the shipper for documentation. After that, contact customer service as soon as possible and we'll get things straightened out.    (Back to Top) My DVD isn't playing sound across both speakers. Is something wrong with it?           The DVD is recorded as two separate audio tracks: voice and music. You may have to adjust your settings in some stereo systems to ensure that they are both being played.    (Back to Top) My DVD isn't playing right in some players. Is something wrong with the disc?           DVD players and formats vary. There are potential incompatibility issues, particulary when trying to play DVDs in computers and game players. Symptoms are freezing and not playing all or part of the disc. You can find a big, giant FAQ on DVD playback issues HERE Specific subsections which may prove helpful are:      Why doesn't disc X work in player Y?      Why does playback sometimes freeze for a second?      Why do I have a problem playing DVDs on my computer? Can I still buy Starting Strength, 1st edition and/or Starting Strength, 2nd edition?           We still have a limited number of these books in our warehouse. We don't actually recommend that you buy them as Starting Strength, 3rd edition is much better. If you'd like one, please contact us at customer service.    (Back to Top) Payment What payment types are accepted? 1. credit cards: VISA and Mastercard 2. check (make payable to "The Aasgaard Company") 3. money order (postal money orders, Western Union and so on) 4. cash We do NOT currently accept debit cards, credit cards other than VISA/MC, or PayPal. Most debit cards can also function as credit cards. They are acceptable as payment if used in this mode.    (Back to Top) Why is my credit card being rejected?           There are many possible reasons for rejection of a good credit card and the trigger depends on the requirements of the card issuer and payment processor. Common causes of rejection are: Billing address submitted does not match address record on file with the credit card company Billing phone is incorrect or invalid. Shipping address is incomplete (US and Canadian orders MUST include state/province) You are overlimit. Your account has been temporarily suspended by the card issuer because of suspicious activity If something is still going crazy-wrong, please contact us by email and we'll try to find a way around the problem.                International orders will sometimes have very specific problems with address matching. Please contact us for a workaround if you are having difficulty with an international order. These can sometimes be very tricky.   (Back to Top)            Shipping Has my order been shipped?             We ship orders by the next business day after the order is made Monday through Friday. ***EXCEPTIONS in 1stQ 2012*** Orders placed Thursday, Jan 19 - Sunday, Jan 22 will ship Jan 24           Shipping notices are sent to the email address entered during order placement. Notices for domestic orders are sent directly from stamps.com. Confirmations for overseas orders are sent by USPS.com. If you do not receive the email contact us and we will resend the information.    (Back to Top) International Do you ship products internationally?           Yes, we are currently shipping products to international addresses that accept USPS International Priority Mail. Please note: if your country is not listed as an option you must contact customer service with the specific items you wish to order. We will then check to see what specific restrictions are in place and whether or not we will be able to ship the products. Shipping terms are quite country specific. Shipping policies change. Some countries are not eligible for any shipment because of fraud/theft issues (eg Nigeria).   (Back to Top) Special address requirements Canada: Canadian addresses must contain the province. These are listed in the drop down menu on the address screen. Other countries: In the state/province drop down slot, please select "Other" and then fill in the information in the box below. If you do not use provinces/regions/shires/parrishes/etc in your postal system, please enter "none". Likewise, if your country does not use postal codes, please enter "none".    (Back to Top) What are international shipping costs?           Orders are shipped by US Priority Mail or as First Class Packages. Items are shipped via the method that yields the best rates, typically $14.50 for single book orders by Priority Mail. Many larger orders default to $43.00 by flat-rate box Priority Mail, but the exact combination of types (plus destination) may mean the costs are lower.           Our shopping cart may overestimate shipping costs depending on the exact combination of items. We make every effort to send items as economically as possible and will lower the order cost to match actual shipping when we are able to package orders to do so. In these cases, you will be notified by email of the decreased charge to your account. Please feel free to request an order total by email before placing your order through the system.    (Back to Top) What is the estimated delivery time for international orders?            The USPS lists "6-10 business days" as the ESTIMATED time until delivery. Actual shipping time varies by country, region, and season. You can expect service to be slower during the holiday season (mid-November through mid-January) due to dramatic increases in mail volume. Please note that USPS.com update its order tracking at specific points and not after the package has left the US. The USPS tracking number can often be used for package identification with your country's mail service, but generally not through online tracking. Please contact your postal service directly for information.   (Back to Top) Will you mark the package as "gift" to limit taxes imposed for import? No. Don't bother asking. What is the total that will be marked on the package? Totals are marked in US Dollars. The actual merchandise cost and the shipping costs are broken down for your Customs office. If you want to see how those numbers translate for your country, please check the costs using a currency converter. You can find these on Google. Here's the link to one on Yahoo Yahoo Currency Converter. What other sources are there for international customers? The options below may work out to a better choice for you depending on other items you are purchasing, shipping considerations and/or your tax liability. UK: Pullum Sports Amazon.co.uk Germany: Choice of Champions Amazon.de Canada: Strength 101 Amazon.ca *** Please note that non-US Amazon companies (eg Amazon.co.uk) do not buy directly from us at this time. E-versions and used copies of hardcopy books are the typical offering. Domestic (USA) What shipping methods are available? How long do they take? ***Please note that delivery times are longer during the holiday season (mid-November through mid-January) due to dramatically increased mail volume.**** Priority Mail, 2-5 days Standard Shipping (available for books and DVDs only) is US Postal service Media Mail, 5-21 days, 5-10 is typical, 5 or less is common if the shipping address is near our facility.    (Back to Top) What shipping method do you recommend?             If you want it "fast", choose Priority Mail. If time is not a big factor, choose Standard Shipping = Media Mail or First Class for books or the DVD, respectively. Priority Mail is always recommended for Alaska and Hawaii.  (Back to Top) APO/FPO/DPO Costs Costs are the same as for domestic mail. How long does it take?   Delivery time depends mostly on the military mail service. SELECT "United States" as the ship country for these addresses as they are treated by the Postal Service as US mail. The pattern APO, AE 99999 corresponds to city, state, zip code.   (Back to Top) 2011 Holiday Shipping Dates           The absolute last dates for shipped packages to arrive before Christmas are *predicted* by the USPS here(follow link and select "Holiday Shipping Dates" tab). Please keep in mind that these are not guarantees and that actual delivery times depend on mail volume and your location. International and military mail is also affected by interaction with multiple handlers and delivery by non-USPS agents. For extra room, ordering dates we recommend are: Domestic: standard/media mail - December 12, priority mail - December 16 APO/FPO/DPO: December 5 International: December 5   (Back to Top) Pricing and Discounts Multiple item order discounts           Special discounts will be posted from time to time. Also see "shipping savings" below.           If you are interested in a one time discount for a big order that qualifies as wholesale please contact us and we will work with you to get you the best price possible.   (Back to Top) Wholesale Pricing Please see our wholesale order page. Free Standard Shipping in the US           We offer free standard shipping (Media Mail) for US BOOK orders where the total is greater than 25$ (similar to Amazon's "Super-saver" option).           For international orders: currently there are limited options for economical shipping. If we find information about better shipping options, we will work on setting them up for you.    (Back to Top) Special Requests Can my order be sent as a gift?           Yes (but we don't gift wrap!). We will make sure to not include price information on any gift orders. Please make the request when the order is placed by putting the request in the "Special Instructions" box that appears under the shipping address entry lines during the ordering process. If you have already placed your order, please email us with the request as soon as possible.   (Back to Top) Sales Terms & Return Policy Sales Terms Retail sales are FOB Shipping Point : buyer pays shipping, goods are sold and belong to buyer at shipment, buyer posts claims for damage or loss during shipment. Standard wholesale sales within the US are FOB Shipping Point as above, except seller pays shipping by FedEx Ground. Non-standard wholesale and foreign wholesale are FOB Shipping Point with shipping paid by the buyer. Return of Items Items may be returned if arranged within 4 days of receipt through customerservice@aasgaardco.com. Upon return of the item(s) in new condition, the purchase price less a 10% payment processing fee will be credited to the customer's credit account or mailed as check (as applicable). Event Policies Event purchases are not refundable. Event spots may be transfered to other parties by notice of the original purchaser. Purchase agreements approved during the purchase of specific events take precedent over this general policy.    (Back to Top)
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