Customer Service Policies
All sales from Loose Id are subject to the following
customer service policies. Please read this information
before contacting us about problems with your order. You
may also find answers to your questions on the Frequently Asked
Questions page.
Mature Content
Loose Id books contain adult material and sexual
situations not suitable for reading by minors. Please
keep your electronic books safe from underage readers.
Downloading a Book
After you place your order, a link to download your
books will be displayed on the Thank You page. This link
will also be sent to you via e-mail. For security
reasons, the links will expire after 72 hours, so
download your books promptly. If a link expires before
you download the book, write to help@loose-id.com
with your order number and we'll assist you. Please note
that although we do our best to respond quickly, during
holidays, weekends, and times of high e-mail volume it
may take up to 48 hours to receive a
response.
Didn't receive the e-mail? Some e-mail
services may put mail from unrercognized senders in a
"Spam" or "Bulk Mail" folder. Make sure your e-mail
service is set to accept mail from Loose-id.com,
particularly service@loose-id.com. You may need to add
our e-mail address to your address book, or to modify
the settings of your spam filter. If your order is less
than 72 hours old, you can also access the download link
by going to "My Account" and checking your order status.
In the unlikely event you have technical
problems while downloading a book, contact us at help@loose-id.com.
Include your full name, your order number, a description
of the problem, and any error messages you received.
Please note that although we do our best to respond
quickly, during holidays, weekends, and times of high
e-mail volume it may take up to 48 hours to receive a
response.
Exchanges
If you ordered a format that doesn't work on your
device, write to help@loose-id.com.
Include your order number, the name of the book you
ordered, and the format you intended to order or the
brand of device you own. Please note that although we do
our best to respond quickly, during holidays, weekends,
and times of high e-mail volume it may take up to 48
hours to receive a response.
Please choose your format carefully when ordering
books. Exchanges due to format incompatibility will only
be made once per customer. For help choosing the correct
format, see the
Frequently Asked Questions page.
Please note that Loose Id cannot guarantee that our
books will transfer to proprietary handheld devices that
we do not manufacture.
Replacements
Books may only be downloaded once. Please keep a
backup of your electronic books in a secure location,
safe from underage readers. Loose Id is not responsible
for books that are lost due to hard drive failure,
equipment failure, accidental deletion, or other losses.
Defective Merchandise
If a book appears defective, try downloading the book
again. Log in to your account by clicking "My Account"
in the site footer, then click "View my order
history."
If you continue to experience problems, contact us at
help@loose-id.com.
Include your full name, the title of the book, your
order number, and a description of the problem. Please
note that replacements will only be issued in the
original format you ordered. Please note that although
we do our best to respond quickly, during holidays,
weekends, and times of high e-mail volume it may take up
to 48 hours to receive a response.
Loose Id cannot guarantee that our books will
transfer to proprietary handheld devices that we do not
manufacture.
Refunds
Customer satisfaction is very important to us.
However, the nature of electronic books makes returns
problematic, as we cannot ensure that the returned
merchandise is removed from all storage media. At the
present time, Loose Id will not issue refunds for
electronic books.
However, your feedback is
important to us. If you are dissatisfied with your
purchase for any reason, write to help@loose-id.com.
We'll do what we can to resolve your problem. Please
note that although we do our best to respond quickly,
during holidays, weekends, and times of high e-mail
volume it may take up to 48 hours to receive a
response.
CafePress Products
T-shirts, posters, and other Cafe Press products are
subject to the return and refund policies of
CafePress.
Loose Id Books in Print
Loose Id publishes selected titles in paperback form.
However, we do not sell these books directly to
consumers. For a list of our print books, click "Books
in Print" on the Merchandise menu. Loose Id books can be
ordered from any retail bookseller, including
Amazon.com.
A Note About Copyright
In accordance with the copyright laws of the United
States of America, books from Loose Id may not be shared
with other readers in any format, including file
sharing, printing, or re-selling by individual
purchasers. Please respect our authors and their work;
don't trade or share books illegally.
Loose Id aggressively pursues copyright infringement.
To report suspected violations, contact Treva Harte at
alterego@loose-id.com.
Contact Customer Service
If you have questions about these policies or about
your order, write to help@loose-id.com.
Include your full name, order number, and a description
of the problem you're experiencing. Please note that
although we do our best to respond quickly, during
holidays, weekends, and times of high e-mail volume it
may take up to 48 hours to receive a response.
You may also find answers to your questions on the Frequently Asked
Questions page.
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