Wildfire Help - Frequently Asked Questions - FAQ's

Order Status

My Account

Pricing and Billing

Buyer's Guide

Guarantees

Additional Support



Order Status

Has my order shipped?
Log in to your account and click on the “My Account” at the top right hand side of our site, then click on “Order history”. Then simply click on your order to check your orders status.

How do I change quantities or cancel an item in my order?
Click the "My Account" link at the top right hand side of our site then click the “Order History” to view orders you have placed. Then click the "Order Number" link to find and edit your order. Please note that once an order has begun processing or has shipped, the order is no longer editable.

How do I track my order?
Click the "My Account" link at the top right hand side of our site to track your order.

My order never arrived.
Click the "My Account" link at the top right hand side of our site to track your order status. Then click the “Order History” and note the order number. Please contact customer service and quote your order number for assistance.

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My Account

How do I create an account?

1. Click the "My Account" link at the top right side of our site.
2. Then “Click here to Register”
3. Fill in your email address and password

Note: Keep a record of your login details safe
Then simply follow the prompts to complete setting up your account. Your information is NEVER sold to any other company and is kept completely confidential and private. Please view our Privacy Policy for more information.

How do I edit my account information?
Click the "My Account " link at the top right hand side of our site, then click the “My Account” to edit your account information.

How much is my shipping?
Shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices.

I forgot my password.
Contact our customer service and tell them your email address. We will then email you your login details.

wildsupport@wildfirepublishing.com

How do I return my product?
Please return the item by mail to: Wildfire Publishing Inc. 84 Saunders Road, Barrie, Ontario L4N 9A8 Canada.

I received the wrong product.
If you have received the wrong product, please contact customer service within 72 hours of receiving the product.

What is your return policy?
Please see our Terms & Conditions for complete details regarding our return policy.

When will my order ship?
Within 10 working days of the day ordered.

What are my payment choices?
During the checkout process you may choose any of our current payment options and continue to place your order. Please note that we will not ship your order until we receive payment from you.

When will my order ship and what are my shipping charges?
Shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices. We will ship your order shortly after we receive payment from you.

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Guarantees

Low Price Guarantee
It is our commitment to provide you with the best value, at the best price. We value your business and strive to keep our prices low.

Privacy Policy
We value your privacy. Please view our Privacy Policy for complete details on how we use the information we collect.

Security
This website is protected with SSL (secure socket layer) encryption, the highest standard in Internet security.

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Pricing and Billing

What forms of payment do you accept?
We currently accept Visa and Mastercard online. We can also process an order upon receipt and clearance of a personal check or money orders.

When will my credit card be charged?
Wildfire Publishing is a made-to-order product, we require payment prior to production. Your credit card will be billed at the time of ordering. If you are not completely satisfied with your order, please contact us at wildsupport@wildfirepublishing.com for a return and full refund.

Is it safe to submit my credit card on your site?
Absolutely. All transactions are processed by PayPal,and are transferred using SSL - an industry-standard method of securely transmitting information

I have a question on my charges.
Click the "My Account" link at the top right hand side of our site to review your orders. You may compare your order history on our website, with your financial records. If you have further questions or concerns, please contact customer service for further assistance.

I need a copy of my receipt/invoice.
Click the "My Account" – log in to your account and view order history link. Then select your order that you require a receipt/invoice.

When will my credit appear on my account?
Credits usually take 7 – 10 working days from the time we receive your item(s).

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Buyer's Guide

How do I find my product?
To find the product(s) you're looking for, you may (1) use the navigation menus on the top, left & bottom of our website. If you have any trouble locating a product, feel free to contact customer service for assistance.

How do I navigate the site?
To navigate this website, simply click on a category you might be interested in. Categories are located on the top, left & bottom of our website. QUICK TIP: Place your mouse cursor over anything you think could be a clickable link. You'll notice that anytime you scroll over something that is a link, your mouse cursor will become a "hand". Whereas scrolling over anything that is NOT a link will leave your cursor as an "arrow".

How to upload your photograph?
When you are ready to upload your photograph hit the browse button and search on your PC for your selected photograph. When you have found the photo press the upload button. You will see your image appear on the webpage. This is now okay to proceed and order your book

Selecting your customized variables?
Please select one of the skin tones for the character in the story and choose one of the 3 hair colours/styles. Variables may vary for each story.

When do I view a proof of my personalized book?
After you have logged in and completed the variable fields you arrive at another page that requires you to proof read your book. The proof is a PDF. If you require a PDF reader then visit www.adobe.com/downloads and download a free version.

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Additional Support

Please Enable Pop-Ups (while viewing our website) this will allow you to view your proof. Using Internet Explorer - Click on Tools. Select Pop Up-Blocker. Then select Turn OFF Pop Up-Blocker

When using FireFox - Click on Tools. Select Options. Then select Content then uncheck Block pop-up Windows.



How do I contact you?

Wildfire Publishing Inc.
84 Saunders Road
Barrie, Ontario
L4N 9A8
Canada

Phone: 705.734.9718
Toll Free: 877.357.9453

Email: wildsupport@wildfirepublishing.com

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