FAQ

In order to better facilitate the support of our products, TrainPetDog.com FAQ Library offers you these Frequently Asked Questions, catagorized so that you can more easily find solutions to common problems you might be encountering.

Membership Site Access Help:

1. I tried to login but my user name and password do not work.

Ans : First, please verify that you are logging in with the correct password and username. The password is case-sensitive. Is the caps lock on? Next, try clearing your browser's cookies and temporary Internet files and then try logging in again. Finally, remember that only one person can be logged into your account at a time.

If you are still encountering problems, please fill up the form below. We will try to send you a new id and password as soon as possible.

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2. I can't access your website as I haven't received my id and password yet. What do I do?

Ans : Please enter your name and email id we have on file for your account here (the form above) and your new id and password will be sent to you as soon as possible.

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3. I forgot my password. How do I recover it?

Ans : Please click here (the form above) for our login reminder service and your recovered password will be emailed to the address on file.

If you don't receive our email, remember to always check your junk email box as your mail provider or spam blocker may be incorrectly filtering our email as spam or bulk mail.

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4. How do I change my password?

Ans : You can change the password once you log in to our membership site.

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Download Related Help

1. Why do I get the message “Internet Explorer is not able to open the internet site. The requested site is either unavailable or cannot be found.” while trying to download the product and the other information. How do I report such a site error?

Ans : We are sorry for your inconvenience.You can refresh the screen for a few times or wait for a few minutes and try later. Sometimes a number of open programs may also hinder the customer from entering into our site. Close down some programs and try again.

Whilst we have made every effort to ensure that this website is error free, there will undoubtedly be occasions where an error has slipped through the net. If you wish to report any errors on this site, please send us a description of the error. We'll correct them as quickly as possible.

Further, for download problem see answer of Q2.

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2. I didn't find the download link anywhere in your confirmation email. Where do I get it?

Ans : Please check the product list to find out the product you ordered for and submit your email and order details . If your information is found to be correct, we will try to send you the download link as soon as possible.

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3. Why every time am I asked to pay all over again when going to the download link in your email ?

Ans : It is very unlikely that you are asked to pay while downloading as we offer the download options only when your card has been charged successfully. To check whether we have received your order successfully, click here (the form above) to enter your email id and get your download link through your email.

If still your problem persists, go to Contact Us link and email us your concern.

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4. I couldn’t download the entire package I paid for. What do I do now?

Ans : Probably, this is due to the bandwidth problem. Our bandwidth is not infinite. At all times, there are roughly 250-500 file transfers going on simultaneously. If everyone downloads many files at the same time, you can well imagine that the average download speed per person would be worse. Download only one file at a time. Do not use download boosters such as Download Accelerator. If you're still having troubles downloading our product, please contact us here .

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5. I've put wrong email address in the order form by mistake and as a result I couldn't receive any of the download links you have sent to me. What shall I do now?

Ans : We need some detail information for the updation of your email id. All these information are required to get confirmed that you are our genuine customer. This is necessary for the privacy and security for our order database. Once the information matches our database, we will update your email id. Fill up the following form to update your email id:

For download link, click here.

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6. I only received 2 mini course e-mails from you, day 1 & day 5. How do I get the rest of the mails?

Ans : Fill up the following form carefully to get the your rest of the mini course mails:

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Payment Related Help

Ans : This is very important to remember! Depending on how you ordered, the charge should appear as "SecureWebBilling.com"/ " www.SecureWebBi "or "PayPal" on your credit card statement. If you have a question about a charge, contact our Customer Care Team via the Contact Form or by phone.

If you have ordered through our Clickbank payment gateway, the charge will appear as CLKBANK*COM.

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2. I think I have paid twice for the same product. What shall I do now?

Ans : All double or more payments are immediately refunded after a brief check to ensure that the payments are genuinely received.

Fill up the following form and we will let you know the status.

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3. I do not want to make payment for my order through PayPal. Do you accept payment through discover card ?

Ans : If you don’t have any account with PayPal, you can pay through your discover card.

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4. My credit card is not being accepted.

Ans : Your credit card may not be accepted for a number of reasons - we have listed a

number of these reasons below to help you identify the problem.

i). You may have forgotten to enter the 3 digit CVV2 number.

ii) Your bank may have an older billing address on file.

iii) Your transaction may be declined or held if you are using a Credit Card in a differrent Country to the one it was issued in (e.g. if you are using a Credit Card in USA that was issued in the Europe).

iv) Your Credit Card may have either reached it's maximum credit limit or daily transaction limit.

v) Your bank may have disabled internet transactions.

vi) Your credit card may have expired. You can try paying through our alternative payment gateway (Clickbank) here.

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5. Can I pay by check or money order?

Ans : We are sorry. We still do not accept a check or money order.

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6. Haven’t received my order yet but my credit card has been billed.

Ans : When you buy a product, the download instructions will be emailed to you . If you have paid by Paypal, sometimes there is a delay before we are notified of your payment.

Furnish your order details here and we will display you the download link

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7. For what product am I been charged for?

Ans : Please enter your email id (exactly what you used while ordering) to know which product you have ordered from whom and on which date.

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Pre-Purchase Queries:

Ans : To place your order online, just follow the steps below :

1. Click here to order right now

2. You will get an order form. Please be sure to carefully fill out all personal information fields in the order form.

3. It is especially important to enter the correct e-mail address because all important information regarding your order, your receipt, and generally the product you ordered itself, will be sent to this e-mail address. We recommend carefully entering the address twice to avoid any errors and to avoid delays in processing your order.

4. Lastly, please select your card type and CC details..

5. Click on "Submit" to submit your order. You will then see a final order confirmation page.

6. Depending on how you ordered, you will see a charge from"SecureWebBilling.com"/ " www.SecureWebBi "or "PayPal" on your credit card statement.

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2. What happens after I place my order online?

If your information is found to be correct , you will receive a confirmation email containing your membership ID and password as well as the download links immediately after you place your order online. You simply need to click the links emailed to you to get access to our membership site.

If you chose to pay by credit / debit card, your order will be processed immediately.

If you chose a different payment option, you will receive detailed information with your order confirmation that explains how to effect payment. Orders are processed once payment has been received.

If you do not receive an order confirmation after you have submitted your order, please contact customer service.

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3. Can I use my free e-mail address?

Ans : You will receive important information and receipts via e-mail. Products are usually delivered by e-mail as well. You are welcome to use your free e-mail address when placing your order.

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4. I've never ordered on-line before. I am afraid that it may be unsafe.

Ans: Please have no worries about ordering online from us. We use a very secure payment gateway and all your credit card information is encrypted many times over using Secured Socket Layer (SSL) technology. This means that your credit card information is 100% safe and secure as it travels over the internet to you. The most important feature of the payment gateway is that even we do not come to know any thing about your credit card.

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5. I am getting daily emails from Nancy. Please ensure that I am not charged or billed for whatever.

Ans : Unless you fill up the order form with your credit card details, you will not be charged for anything.

The email newsletters you are getting every week are meant to help you with various aspects of dog ownership and also to keep you abreast of the latest product launches for the benefit of your pet. You can safely open the emails, follow the link to the Blog or our Product Reviews and learn more about training and taking care of your dog or puppy.

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Ans : It is not available in paperback. Our Membership Site is only available online.

But our downloadable e-book products are available in PDF formats. You can download these ebooks to your computer and read them at leisure. You need not be online then.

Also, you can take print outs of these ebooks.

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Ans: Yes. We do give a money back guarantee.

We are absolutely confident that our membership site will help you train your breed in no time at all. However, we will offer a money back guarantee just to take all the risks from your purchase.

Risks are ours. Gains are yours. And we are absolutely sure that you would love our membership site and the content in it.

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Ans : Our membership site contains thousands of exclusive tips, tricks and strategies for training, taking care and maintaining your dog. It is not an e-book. So, there is nothing to download from the site. But it will definitely give you access to a number of articles, e-books, forums and so on.

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Ans : TrainPetDog.com has been specially designed for those dog owners who need breed specific information. You will find information about all dog breeds, from the most popular dog breeds to very rare breeds.

Our Membership Site contains specific information about every breed. If you have a Chihuahua, you have to handle it in a different way from that of a Labrador. We understand the inherent traits of different dog breeds and we have designed our Membership site accordingly.

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Ans : Yes, it will help. The way the membership site has been designed is to help our members understand the natural instincts of the dog. The membership also contains many generic information on dog ownership, care, training and diet.

So, even if you have a mixed breed dog, you can join the membership site for any one of the purebred dogs.

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Ans : Of course, this membership will be extremely helpful for you . You don’t have to go anywhere, you don’t have to join a club. You can get all the valuable, proven tips right at your home on your computer.

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Ans It is a one-time subscription. You have to pay only once to be a part of our Membership Site and thereafter you will get unlimited access to all dog facts and information offered by this membership.

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Miscellaneous

1. I'm not comfortable with fax machine. How do I send you all my order details and billing information?

Ans : We need a fax copy of the order details under your signature as per the requirements of our Payment Gateway to keep a hard copy of your Order. But they are not essential to complete the Order. You are eligible to receive your download links / access details even without faxing the document.

If you have a scanner, you can sign the document, scan it and send it to us by email.

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2. My pet is no longer with us. How do I update this?

Ans : We are very sorry to hear that.You can choose to decide when you no longer need further emails or newsletters from us. Simply click on the Unsubscribe link available below all our newsletters and emails from Nancy and that would stop all future mailings from us.

In case, you plan to adopt another dog later on, we are always there for you. You simply need to contact us to be added to our mailing list again.

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3. I can't find breeders for my new dog breed. Can you give me a list of breeders?

Ans : Sorry. We do not have such information. You can find out the right breeder for your dog from the AKC site (http://www.akc.org).

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4. What is TrainPetDog's cancellation and refund policy?

Ans : We have a very clear and simple refund policy that is required to be followed by all customers seeking a refund. The policy is mentioned in the Terms of Use section of our website (http://www.trainpetdog.com/termsofuse.html) Section IV (a) gives in detail the refund policy that you should follow. The day when we receive intimation to this effect, the refund would be issued immediately.

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5. I want to cancel my subscription. What do I do?

Ans : Please click on the Unsubscribe link at the bottom of the email that you received from our end to unsubscribe. This will permanently remove your email id from our mailing list.

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6. I have a puppy. Although cute, it is always barking and jumping on people. What do I do?

Ans : We do not give answers to such personal questions. You may visit our website
(www.trainpetdog.com) and try our products. We hope you will definitely find your solution.

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Cancellations:

1. I thought that the product that I purchased involved a one-time payment. Why is my credit card being charged again?

Ans: When you purchase some of our products (like our membership site, ebooks, items from our online store etc.), you are offered a 30 day free trial to our Elite Dog Club as a bonus gift.

The Elite Dog Club provides you with a monthly video on training your dog, one-on-one answers from our experts to any questions that you have about your dog, a monthly audio-recording from a world-famous dog trainer on different aspects of training and handling your dog, free weekly email consultations with a top veterinarian, our Doggie Alert software to remind you of your pet's scheduled medical appointments and vaccinations, and a members-only 8% discount coupon that you can use to purchase items such as dog food, dog toys, chews, treats, dog clothes, collars, harnesses, dog beds, etc. from our online store.

If you do not cancel your subscription to the Elite Dog Club within the 30 day free trial period, you are then charged a subscription fee for continued access to the Elite Dog Club. This is the charge that you see on your credit card statement.

The fact that you would automatically be charged the subscription fee for the Elite Dog Club if you do not cancel your subscription within the 30 day free trial period is clearly mentioned in the sales page for the product that you ordered. In addition, we had reminded you about this payment in the order confirmation page that was displayed after your order was processed, and in the emails that we sent to you after your order was processed.

If you would like us to cancel your membership to the Elite Dog Club and have us stop billing your card in the future, please see the next question below.

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Ans: If you want to cancel your membership to the Elite Dog Club, please enter the email address and the last 4 digits of the credit card that you had used when you placed your order and click on the Submit button to begin the 3-step cancellation process.

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3. I've paid through Paypal. How do I cancel my recurring payment for Elite Dog Club in Paypal so that I am not charged for it

Ans: 1. Log in to your PayPal account.
2. Click the My Account tab.
3. Click Profile at the top of the page.
4. Click the Recurring Payments link in the Financial Information column.
5. Find the merchant whose agreement you want to cancel, and click the View Payment link.
6. Click the Cancel button and follow the online instructions.

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4. I would like to stop receiving any more emails from you.

Ans: In order to stop receiving any more emails from us, please open any email that you received from us and click on the Unsubscribe link present at the bottom of the email.

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If you still can not find your question, please feel free to contact us and we will get back to you as soon as possible