FAQs (Frequently Asked Questions)
Do not reply to the receipt we email you – that email is sent from an automated account.
When you email us for help on product orders, please include the following information:
- what you ordered
- the date you ordered it
- your PayPal email address if it’s different than the one tied to your PayPal account
- the PayPal transaction ID number (this number is on your receipt from PayPal)
Please use the Contact Us form to send your email inquiry. Choose Product orders from the dropdown.
Product Questions
- I ordered and paid for an e-product and never got a download link.
- I ordered an e-product and the download link expired.
- I ordered an e-book and clicked the link. I was reading the book and then closed my web browser (or the browser or computer crashed). I can’t find the e-book.
- I ordered an e-book, downloaded it to my computer, and now I can’t find it. Can you send me another one?
- Why don’t you just email the e-books?
General Questions
- When is the next retreat, support group, tele-seminar, and/or workshop?
- Are you a non-profit agency?
Q: I ordered and paid for an e-product and never got a download link.
First, check your junk mail folder in case the email with the download link was routed by your spam filter before contacting us.
If you can’t find it in your junk mail folder email us through the Contact Us form using Product orders from the dropdown.
Once we verify your order, we will resend the link.
Q: I ordered an e-product and the download link expired.
Email us through the Contact Us form using Product orders from the dropdown. Be sure to include your first and last names, the date you ordered the product, what you ordered, and the email that is tied to your PayPal account – we need that info to look up your order. Once we verify your order, we will resend the link.
Q: I ordered an e-book and clicked the link. I was reading the book and then closed my web browser (or the browser or computer crashed). Now I can’t find the e-book.
We do not replace lost e-books. That is why it is vitally important that you save the e-book to your computer’s hard drive or to a flash drive as soon as you download it. Go to this page to learn how.
Q: I ordered an e-book, downloaded it to my computer, and now I can’t find it. Can you send me another one?
We do not replace lost e-books. That is why it is vitally important that you save the e-book to your computer’s hard drive or to a flash drive as soon as you download it. Go to this page to learn how.
Q: Why don’t you just email the e-books?
Two reasons:
1) The size of the e-book file may cause the email to bomb out along the way.
2) Sending the e-book as an attachment increases the chance that the email will be marked as spam, causing it to either bomb out along the way, or the attachment may be stripped out by your spam filter.
Q: When is the next retreat, support group, tele-seminar, and/or workshop?
All of our planned service events are posted on the web site. Refer to the primary navigation to choose the appropriate topic for which you are wanting to know the schedule.
Q: Are you a non-profit agency?
The Institute strives to keep our products and services ‘affordable for most’ people. We are not a non-profit but we do offer an array of free products and services and affordable services you can access from your home. Moderately priced services are also available. To learn more, visit Your Path to Recovery.
