(Updated 18 August 2010)
Frequently Asked Questions
Frequently Asked Questions
| 1. HELP! I
can't find anything. A. We have now (July 2010) implemented a new search feature that searches the shopping cart database and returns a list of all the items that match. You can order directly from this list if you wish. You can search for composer (recommended), title, publisher, arranger, and catalog numbers (ours and the most common ones such as ISBN, manufacturer's, etc). Access to this feature is now on the main menu bars at the top of each page. We have included links back to the full description for all clarinet and saxophone items, and are working on adding these for the rest of the database. There are a couple of limitations: One is that only terms that are 4 characters or longer are indexed. Another is that the titles of pieces on CDs or in collections are not included. However, our previous search method which does include these (but only displays the pages they are on) is available from the new search screen. Once you have opened a page you can search for a title, author, composer or any other text on that page by using the Edit menu Find command in your browser. You can also use the shortcut Ctrl+F or on a Mac Command+F). |
| 2. Q. How do I order?
A. If you wish to order by credit card, we suggest you order over the internet. You may initiate an order for an item from web pages with merchandise on them or directly from the shopping cart by clicking on the shopping cart button. When you check out you will enter your personal and credit card information, and then the order is sent to us by encrypted email. It is not stored on the server. You must have a reasonably up to date browser with javascript and cookies enabled to use the shopping cart. If you have problems with the shopping cart, you can use the Secure Order Form (accessible from the initial shopping cart page) instead. If you wish to order by mail or fax you can download one of our catalogs and use the order form it includes. Send it to Van Cott Information Services, Inc., PO Box 9569, Las Vegas, NV 89191 or fax it to 801-650-1719. If you want to order by phone or have a question, give us a call at 702-438-2102. The best time to call is 9:00 a.m. - 4:00 p.m., Pacific Time, Monday-Friday. But we are often available until 10 p.m. and on weekends. If you get our answering machine please leave a message and we will call you back as soon as we can. If you are going to be in Las Vegas and would like to arrange a visit, please contact us in advance. |
| 3. Q. Why doesn't my shopping cart have
anything in it?
A. Our web site uses both non-secure and secure
servers.
This makes the most common method of ordering a two step processes. When you are ready to check out click on START
CHECKOUT at the top of the same page with the confirm button. This will
take you to the page for entering shipping information. You can
make changes in your order, including deleting or changing the quantity
of items. You can check the cost of shipping and you can go back
and add more items to your cart if you wish (a limit of 16 per cart).
If you need more than 16 items, submit multiple orders and we will
combine them. |
| 4. Q. What are the payment options?
A. We accept Visa, MasterCard, Discover and American Express credit cards. We accept checks and money orders drawn on US banks and payable in US dollars (this includes Canadian and International Postal Money Orders if payable in US dollars). All checks must have the bank and account numbers printed (in magnetic ink) and the bottom left of the check. We accept US cash (registered mail suggested from overseas). A number of customers have sent us money by Western Union. While this is an expensive method, it is available and is faster than any option except credit cards. It is important that all addresses details are correct or we will have difficulty getting the money. We do not use pay pal, collect on delivery, or bank to bank transfers. All orders must be paid in advance except for US based
university
libraries,
music departments, book stores and similar. For these orders we must
have
an official purchase order mailed, faxed, or sent as an email
attachment. |
| 5. Q. Is the items or items I want in
stock?
A. We now stock more than 3000 items. We generally have at least 98 percent of them in stock. However, we do sometimes have delays in restocking popular items due to temporary out of print conditions and slow supplier response to orders. Contact us by email, use our form for requesting information, or by phone to inquire about specific items. |
| 6. Q. What
about back orders? A. If an item is not available when you order, we will let you know (by email) when we expect it to be back in stock and give you the option of a partial shipment. Shipping charges apply to all shipments. If you have elected to wait for all items to arrive (or you have just one item) we will automatically ship to you within 30 days of your original order. If we have made a partial shipment or more than 30 days have passed since your original order, we will check with you before we ship. |
| 7. Q. What about items I don't see listed?
A. Please ask about anything else you are looking for.
There is sometimes a delay between the time items are received and
listed on the web site so we might already have it. We are
also happy to try to find other items. |
| 8. Q. What are your shipping
options to the United States?
A. To the US we offer Media Mail shipping (this
was previously named book rate). It is $4.75 for the first item and
50 cents for each additional item. As identified in the catalog, some
small items are free as additional items and a few others are heavy so
the postage is based on the weight. However, you will always be
charged at least the $4.75 minimum. If you are paying by a credit
card, we will compute shipping on orders with 6-8 or more items at
cost plus a $2.00 handling charge. If you want to pay by check, ask us
in advance and we will tell you how much the shipping will be. Media Mail can be slow!
About 95 percent of orders are delivered within 14 days but that means
the others take longer, sometimes up to 4 weeks. We have recently
modified the shopping cart system to charge cost plus the $2.00
handling charge for Media Mail orders which include an item marked
[Heavy]. For Priority Mail shipments paid by credit card we charge cost plus a $2.00 handling charge. Our shopping cart computes the rate automatically for your location. If you want to pay by check, ask us in advance and we will tell you how much the shipping will be or enclose $7.00 for the first item and $1.50 for each additional item. The postal service has flat rate envelopes and boxes that we use when appropriate. The new flat rate box can often lower the cost of shipping a 3-4 pound order to the East Coast to $11.85. We have incorporated the Flat Rate Box into our rate calculations where we think it is most likely to apply. Most Priority Mail orders are delivered in 2-3 days. Please use Priority Mail if you are in a hurry or have a deadline. On rare occasions we use FedEx or UPS for some shipments. Please ask us about this if you think it might be better for your order. The Flat Rate boxes are usually about the same cost as FedEx or UPS ground, which is why we rarely use them. We recommend insurance for order over $75.00 for Media Mail (which is more likely to be damaged) and over $125 for Priority Mail. See insurance details below. |
| 9. Q. What are your
international
shipping options?
A. Our shopping cart now computes estimated shipping on international orders to most countries from which we have ever received orders. Shipping may be slightly less than shown and infrequently more. If shipping is more or has not been computed, we will inform you of the shipping charges prior to processing your order. Insurance can be computed by the shopping cart but is not available for all countries. The classes of international mail have been renamed by the
postal service. For order up to a maximum of 4 pounds, it is now First
Class International. More information about international mail can be found on the USPS web site: http://ircalc.usps.gov/ Other overseas shipping options such as UPS and FedEx are very expensive (typically four to five times the postal charge) and are rarely used. |
| 10. Q. What about insurance?
A. Effective with shipments beginning on 4 January 2010, we
will only be offering insurance through Endicia.com which we use to
print our mailing labels. We have found this to be easier in every way
than USPS insurance and it is also cheaper. Important information on Insurance Claims: If your
insured
shipment is lost or damaged you must complete and sign a simple form
that we will send you so we can file the insurance claim. This is
required for you to be reimbursed or have the items replaced at no
charge and must be done within the time limits specified by the
insurance company. In the US,
insurance is $.80 per $100 of valuation. So insurance for a
package valued from $1.00-100.00 would cost $0.75 and for $100.01 to
$200.00 would be $1.50, etc. Insurance for international shipments using this insurance is $1.65 per $100 of valuation. This insurance is not available to: Afghanistan, Albania, Angola, Belarus, Bolivia, Bosnia, Bulgaria, Burma, Cambodia, Congo (Democratic Republic of the), Congo (Republic of the) Cote d'Ivoire (Ivory Coast), Croatia, Cuba, Greece, Herzegovina, Iran, Iraq, Kosovo, Lebanon, Liberia, Macedonia, Montenegro, Nigeria, North Korea, Paraguay, Serbia, Somalia, Sudan, Syria, and Zimbabwe. |
| 11. Q.
Where is my order? A. For nearly all US orders we send you a delivery confirmation number when we email you the shipping confirmation. You can use this information to check the status on the Edicia.com or USPS web site. Note that this in NOT tracking. While the post office often scans mail (especially Media Mail) when it is enroute, all this service really does it provide confirmation that the package has been delivered. All Media Mail goes to the processing center in Bell, California (Los Angeles area) before it is sent to the processing center that services your area, and then to your local post office for delivery. About 95 percent of Medial Mail is delivered in 9-14 days with the rest often taking as long as 3-4 weeks. If you have not received your order in 30 days please contact us. Please use Priority Mail if you are in a hurry or have a deadline. Priority Mail is sent directly to your post office and often isn't scanned until it is delivered. Most Priority Mail is delivered in 2-3 days. The delivery time for overseas mail is highly variable. We have had orders delivered in 4-6 days on a few occasions, but 10-14 days is more usual. Sometimes the delivery of these orders may be held up for the collection of duties and taxes. Most Priority Mail International (heavier orders) can be tracked (depends on the destination country) and we will send you the tracking information. In all cases it is extremely rare for orders to be lost. Generally we have only 1-2 per year. |
Van Cott Information Services, Inc.
P.O. Box 9569
Las Vegas, NV 89191, USA
Phone: 702-438-2102
Fax: 801-650-1719
Email: info@vcisinc.com
Or fill out our: Request Form
