Help

Here's where you can find answers to common questions about using the chroniclebooks.com Web site. Use the links below to jump to a particular section.

GENERAL SITE| LOGIN/PASSWORD | ORDER | POSTCARD

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GENERAL SITE QUESTIONS

Are orders placed on your site secure?
Absolutely. All transactions placed online are secure, using VeriSign technology to encrypt and protect your information during transit. Once we have processed an order, we safely discard credit card information. Click the icon on the right to verify the VeriSign secure server.

Do I need the Flash plug-in to view your site?
Absolutely not. Our site is available in both a Flash and an HTML-only version, and both sites include identical content. When you first come to the site, select the version you prefer. Or, you can change from the HTML to Flash version using the links on our homepage.

I came to your site and didn't see anything. What's going on?
There are two things possibly going on. If you are on a computer that in any way filters content or is behind a firewall, it's possible that something about our site has triggered this filter and is not letting us through. Or, you may have a corrupted cookie somewhere on your system. If you know how to clean out your browser's cookie folder, look for two named www.chroniclebooks.com and delete them. If you don't know how to do this, the webmaster would be happy to tell you how. Be sure to include the name of your browser and whether you're on a Mac or PC in your email.

Your site is too slow and I don't like the Flash navigation. The animations are pretty, but I just want to order a book.
Go to the bottom of the screen and click VIEW THIS SITE IN HTML. This version of the site includes all the information that the Flash site has, only with pages that load more quickly and basic pull-down navigation.

I'm trying to locate a page that I have bookmarked. But now I just get an error page!
We recently underwent a site-wide redesign, which means we changed not only the look and feel, but how the pages are arranged. This means that if you bookmarked a page from our old site and received an error, that page has moved from that location. We migrated all of our old content to our new site, so if you can't find the information you seek, email the webmaster with the name of the page you are looking for, and she will help you track it down.

I can't use my browser's BACK button to exit your site!
This is because you are in the Flash version of our site, and Flash programming does not recognize browser buttons for navigation. (This is a characteristic you will find with all sites programmed in Flash.) What you need to do is click and hold down your back button, rather than just clicking it once. You will see a list of the previous sites you have visited. Just select one of these and your browser will take you back. You can also opt to use the HTML version of the site, which does respond to your browser's button navigation (just click the VIEW THIS SITE IN HTML link at the bottom of the page).

I want to cut-and-paste something from another document into the keyword search field or the postcard message field. It's not working. What gives?
Again, you must be in the Flash version of the site. What you gain in animation and interactivity with Flash, you sometimes lose in functionality. If you want to cut and paste something into a field on our site, click the VIEW THIS SITE IN HTML link at the bottom of the page. HTML will allow you to cut and paste at will.

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LOGIN/PASSWORD QUESTIONS

Is it necessary to log-in to use the site? I just want to browse around.
No, to browse the site, just go wherever you like. Although the content is the same for all visitors, registered users will enjoy enhanced options. You will only be asked for your password on the login screen.

Help! I forgot my password and want to access my registered user account!
Again, contact the webmaster and she will let you know what your password is.

I am trying to log in, and the site is telling me that my username and password don't match. But I know I've got them right!
The fields are case-senstive, so if you entered your password with a capital letter, you will need to enter it that way upon your return. In rare instances, as the information transfers from your computer to our database, the info may get a little mangled in the process. Other times, when you originally registered, a tiny typo or extra character may have accidentally been added. Anyway, email the webmaster and she will help you track it down. If it turns out that the password somehow got corrupted in transmission, we'll fix it for you.

I'm trying to register as a new member, but the site keeps telling me there is already someone with that address!
Email the webmaster with your name and the email address you're using to log in. She'll get to the bottom of this.

I'm trying to log in (or register), but when I click on the LOGIN (or REGISTER) button, nothing happens.
Start by checking to see if javascript is disabled in your browser. How to check this varies wildly depending on what browser you use and if you use a Mac or a PC. For instructions, go here. Or feel free to email the webmaster. Be sure to include information about what browser you are using and if you are on a Mac or PC.

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ORDER QUESTIONS

How do I place an order?
First, find the item you're looking for either through the keyword search or category search (click here for search tips). When you find the right item, just select it and click the BUY IT button on that page. From here, go to shopping cart to verify your purchases, and click CHECKOUT to begin the checkout process.

But there wasn't a BUY IT button!
That means that the title is either out of stock or not yet published (if you look in the item's descriptive copy, this should be noted there). For notification about when the book will be back in stock, contact customer service.

I want to order a book that I know you publish, but I can't find it on your Web site. What's up with that?
It's possible that this book has not yet been released and we have not uploaded information about it to the site. It's also possible that this book is now out of print, and has been removed from the site. In any case, you can contact customer service and they can help you determine the status of the book you're seeking.

I want to buy more than one copy of a particular title. I've tried clicking the BUY IT button a few times to add extra copies, but I just get a message that says "you already have that in your cart." When I go to my cart, and change the number, there's still just one copy in there!
In order for the quantity change to register, you need to change the item's quantity in your shopping cart, then click the UPDATE button. Your new quantity should now be reflected.

When I check my shopping cart, there are mysterious items in there!
For registered users, the site "remembers" items you put in your shopping cart on past visits, so that you can easily save items in your cart, and place an order without losing those items between visits. To remove an item, just enter a "0" for the book's quantity and click UPDATE to register the changes.

I live outside the United States, but still want to order a Chronicle Book. What to do?
Unfortunately, we are unable to fill international orders via this site. You will need to contact one of our international distributors. You can find a complete list here.

I want to track an order I placed through your site. How do I do that?
This feature is only available for registered users, so if you registered through our site when you placed the order, you will be able to check the status of your order by logging in and going to the ORDER STATUS AND HISTORY link under ACCOUNT SETTINGS in the YOUR CHRONICLE BOOKS section. If you are not a registered user, you can contact our customer service department to inquire about your order's status.

How do I know if my order went through?
You should have seen a confirmation screen that acknowledged your order and assigned you an order number. If you have any additional questions, contact customer service.

I click the CHECKOUT button in my shopping cart, but nothing happens. What's up with that?
Have you disabled pop-up windows? We know they're really annoying when they come in the form of ads, but in order for us to process your order securely, we need to launch a new, secure window. Just make sure you have java enabled in your browser preferences. How to check this varies wildly depending on what browser you use and if you use a Mac or a PC. For instructions, go here. Or feel free to email the webmaster. Be sure to include information about what browser you are using and if you are on a Mac or PC.

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POSTCARD QUESTIONS

Can I send one postcard to a bunch of different people?
Yes. All you need to do is separate the different addresses in the email recipient field with a return.

I received an email telling me I have an e-postcard waiting, but the link doesn't work. What's going on?
Different email clients read links differently, so this may be the culprit. The correct link is pasted into the bottom half the email you received—cut and paste that into the address field of your browser. If this still doesn't work, contact the webmaster with your name and email address and we'll determine what's going on.

How do I know if someone received my postcard?
Unfortunately, we do not currently have a "return receipt" feature as part of our postcards. But you can trust that as long as you entered the right address, the card arrived.

Someone sent me an e-postcard, but I don't know who they are. How can I find out?
We protect our users' identities and do not reveal a user's name or email address. If someone has sent you a threatening or profane epostcard on our site, let us know and we will block their email address immediately.

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