Payment in full must accompany all orders. We accept MasterCard, VISA, Discover, American Express, PayPal, money orders, business checks, personal checks, and cashier’s checks. Please make all checks and money orders payable to: Karen Jean Matsko Hood, Inc. Please do not send cash.
Karen Jean Matsko Hood, Inc. will retain overpayments of $15.00 or less on your account for future orders. Refunds will be made only if specifically requested in writing. Please include invoice dates and numbers in all refund requests.
Handling Damage Claims
If you have shipping damage, it is imperative that you save all evidence of damage for your claim. This includes boxing and packaging as well as the item damaged. Immediately call the shipping company responsible to file a claim with them. They will issue a claim number and instruct you as to what to do next. After doing so, please forward the claim number issued to our office so that we can follow up. We can be reached at: (509) 928-1010 or email to firstname.lastname@example.org.
DHL Customer Service: 800-225-5345
Federal Express Claims Department: 800-463-3339
UPS Claims Department: 800-742-5877
United States Postal Service Claims Department: 800-275-8777
Yellow Freight (LTL) Claims Department: 800-610-6500
We are a small company and therefore unable to give cash refunds. If you are unhappy with your purchase for any reason we will gladly exchange it for you for another item in our catalog or for a gift certificate of equal value to be used at your convenience. We guarantee top-quality products and it is our desire to provide excellent customer service, so please feel free to call us with any questions or concerns you may have.
Returns must be accompanied by your packing slip listing the quantity, title, author, original invoice number, and invoice date. Books returned with this information will be credited 100% of the invoice price, minus shipping; some books have been returned to us when they should have been returned to our distributor. Books should be returned to their source.
Notice of shortage or non-receipt must be made within 30 days of the shipping/invoice date for domestic shipments, 60 days for foreign shipments. Books damaged in transit are not the responsibility of the publisher. Please make claims to the shipping company.
Return Shipping and Handling
To qualify for a refund, returned books must arrive in good, resalable condition; if not resalable, please don’t bother to return them. If books are in good condition, but you are not willing to package them properly for the return trip, please don’t waste your time and postage. To package the book(s) so that they will survive the trip, we suggest you wrap them in the same wrap you received when they were sent to you. There are two important steps in successful book packaging: keep them clean, and immobilize them. Place the stacked books in a plastic bag; this will separate the dirty newsprint and greasy Styrofoam peanuts or discs from the book edges and prevent grit from creeping between pages. To keep the books from shifting (which causes scuffing), stuff it tightly with packing material. Since it has been our experience that books shipped loose in oversize “jiffy bags” always arrive scuffed, it is now our policy to refuse them at the post office; they will be returned to the sender. Do not use Jiffy bags! Please ship books via parcel post (book rate) prepaid to:
Karen Jean Matsko Hood, Inc.
P.O. Box 309
Spokane Valley, WA 99037-0309