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Customer Service FAQ

Contacting Customer Service:

You can reach our customer service by email, telephone, fax or regular mail. Our office is normally manned at least from 9:00 AM to 5:00 PM Eastern, Monday through Friday, and at other varying times ouside of these hours. Voicemail is available 24/7.

email address: websales@yogatech.com

Telephone: (Toll Free - US & Canada) - 866 964 2832 (866 YOGATEC)
If calling from elsewhere, please dial (+1) 570 988 4680

Fax: (+1) 570 988 4640

Regular Mail:
Yoga Technology LLC, Box 443, Sunbury, PA 17801, United States

Site Navigation
Guarantee
Security & Privacy
General Ordering
Payment for Orders
Shipping Information
Backorders
Returns
Exchanges

Site Navigation


How do I find stuff on your site?
Does your site work with all Internet browsers
What advice can you give to first-time visitors?
How do I listen to your CD sound clips?

Q. How do I find stuff on your site?
A. At the top of most pages you will see a range of text boxes (the white boxes with the arrows next to them).

The Select Category box enables you to view, for example, CDs, books, or DVDs.

The Select Author/Artist box contains a list of all our current authors or artists. If, for example, you select Guru Rattana, you will be shown the complete range of products we carry from Guru Rattana.

The Search Box, to the right of the screen is a little different. This is used to search the site using your own search terms or keywords. Currently it searches all product texts, headings, sub headings and author names. We will be extending the scope of this feature in the future.

To use this feature, type in your search term in place of the "Enter Search Term" text, and then click on the adjacent arrow button (to the right of the search box). All hits, or located products will be displayed below in the main window. If you get no hits then you may need to broaden your search - too many hits then use a more specific search term.

Q. Does your site work with all Internet browsers?
A. The Yoga Technology Website has been optimized for Internet Explorer 6.0 and above, but all current versions of popular browsers should provide good page rendering. Some of our features may not work correctly with AOL, due to their apparent unwillingness to observe accepted Internet conventions.

In all cases, please insure that your browser has support for JavaScript turned on. If you do not know how to do this, and have problems viewing some of our pages, you should ask your supplier or a knowledgeable friend.

Older versions of Internet Explorer and Netscape (prior to version 4) will not work with modern SSL encryption technology. Users of such browsers will not be able to purchase via credit card from our online store.

Q. What advice can you give to first-time visitors?
A. This site has been designed to make navigation easy for even the first-time visitor. The buttons are self-explanatory, and there is also a site map or index page so you can clearly see where everything is. Just click on the heading graphic from anywhere in the site to return to the home page.

As you progress through the pages of our store, a navigation bar which appears at the top of the page will enable you to easily retrace your steps at any time.

If you decide to check some of our information pages while you have items in your shopping cart, then a "Cart" button will blink to remind you. Just click on this button to return to the cart, or hit any product button if you wish to add to your cart contents. Most products can be viewed by clicking on the cover illustrations or accompanying links.

Shopping carts will remain active for a period of 4 hours from your last click.

To be compatible with our site, your browser must be JavaScript enabled. This is normally the default setting. If you are unable to enter our store when you click on one of the product buttons, this is the most likely cause. If you don't know how to do adjust your browser settings, then ask your computer supplier, or a knowledgeable friend.

Q. How do I listen to your CD sound clips?
A. You need to have Real Player installed on your system. Click on any CD link or graphic to go to the product detail page. The "Play" button can be found immediately below any CD picture on this page, and also further down at the list of tracks section. Should you receive any error messages from Real Player, please contact Sales.

Guarantee

Do you offer any kind of guarantee?

Q. Do you offer any kind of guarantee?
A. We guarantee all items sold. We do not want you to have anything from Yoga Technology that is not completely satisfactory. If you have any cause for dissatisfaction over any product you have bought from us, first email us within 14 days of receipt, and then return it to us in the same condition in which you received it, and we will replace it or refund your money, whichever you prefer.

Please note that replacement products are not themselves replaceable, unless they turn out to be defective in some way. Refunds for returned items do not normally include return shipping costs, unless the item was supplied incorrectly by us or is defective.

Q. Is online ordering really secure?
A. Yes. To ensure the security of your online transactions at our site we employ the latest SSL™ technology which supports industry standard 128-bit SSL encryption.

When you enter your credit card number into our order form, it is transmitted across the Internet in an encrypted or scrambled form, and not decoded until we receive it. This makes it extremely difficult for anyone else to intercept your data.

Shipping online is considered fairly low-risk in any case. According to CNN, "The prevalent opinion is that online credit card use is actually no riskier for consumers that traditional "low-tech" transactions." You should feel just as safe as you would using a credit card in a store or restaurant, if not more so. You can relax and enjoy your shopping experience with Yoga Technology.

The technically-minded can also check out Site Security for more details.

Q. I accept what you say about security, but I am still uneasy about using my credit card online. Do I have any alternatives?
A. Yes. When you get to final checkout you have the options of online payment, payment by fax/mail or telephone ordering. There are also comprehensive instructions on how to use each of our offline payment methods.

Q. Can I place an order by email?
A. Our site's ordering system is designed to protect the security of your personal information, including your credit card number. Since ordinary email is not secure in the same way, we do not advise you to send personal details including credit card numbers via email.

Q. Do you share my email, name or postal address with other companies?
A. Your email, name, postal address and any other personal details we may collect are only used by Yoga Technology. See our Privacy Policy for more details.

Q. To order, does my browser need to be set to accept cookies?
A. No! We do not use cookies as part of our online system, although we do use them to track your progress through our site. Turning off these cookies will not affect your abilty to use our online shopping system. We do not attempt to track you when you leave our site, and the information of your movements within our site can not be related directly to you.

Q. What is a Shopping Cart?
A. Just like at the supermarket, the online Shopping Cart is where you place all the items you'd like to buy. Click the "Add to Cart" button for any item you'd like to order to place it in your cart. When you have finished ordering, then click the "View/Checkout" button. You will be able to adjust your cart contents before completing the Checkout procedure.

Q. Why can't I see any shipping charges listed in my cart?
A. We ship world-wide using a variety of services, and have a system of zonal charging. We are unable to calculate your shipping charges until we know your shipping address. All such charges are itemized on our checkout page, and before you are asked to enter your credit card details.

Q. I have lost sight of the shopping cart window. How do I get it back?
A. In the navigations buttons to the left of your screen, you should see a flashing "Cart" button. Just click on this to view your shopping cart.

Q. Can I start my order and leave it in the shopping cart to return later?
A. Our cart only retains your order details for 4 hours from the time of your last interraction with our site. If you wish to pay for your order later, we recommend you select the Telephone or Fax option at our final checkout stage and then print out a copy of your order. You can call us to complete the order at any time.

Q. Can I make changes to my order after it has been submitted?
A. We're sorry but orders cannot be changed once they have been submitted. We process orders very quickly, and once an order begins the fulfillment process we're unable to modify it. If you need to buy any additional items, then please submit an additional order.

Q. What sort of order confirmation will I get?
A. If you've given us your correct email address, we'll send you an order confirmation as soon as your order is received. Please try to insure you give us your correct address. Bounced email confirmations may necessitate additional security checks, and can lead to shipping delays.

Q. I am sending a gift to someone who shares my email account. Will email confirmations contain information about specific items in the order?
A. The shipping confirmation email will contain information about the individual items in your order. You may want to warn the gift recipient not to open email from Yoga Technology. We don't want to spoil the surprise.

Q. What methods of payment do you accept?
A. We currently accept the following credit cards:

Visa, American Express, MasterCard, Discover

                You can pay by credit card Onlne, by Fax or by Mail.

We also accept:

Certified Check
Money Order
Wire Transfers

Personal checks will be accepted, but the checks must clear before shipment. (7 days for US-based banks, longer for others).

US Customers (PA deliveries only) will be charged the applicable sales tax.

Q. When will my credit card be charged?
A. Your card is charged on receipt of your order.

Q. I appear to have been charged more than once for my order
A. This is a common misapprehension. If your payment is declined for any reason such as incorrect address, then your card company will reduce your available credit by an amount equal to the order value. Multiple declines will result in multiple reductions. This is one of their security measures to deal with stolen cards and insures that any such card will max out very quickly, reducing its potential for fraudulent use. Normally you will regain your full credit allowance after a period varying from several days to 2 weeks. If you have any questions about this practice then please contact your bank or card company directly.

Q. My order has been declined. What does this mean?
A. All declines come directly from your credit card company. They can happen when your card is over its credit limit, but also if it is new and yet to be activated, or if your card company have flagged your card because they have spotted unusual buying patterns. Often a telephone call to your card company can solve the problem.

Rather than going through the entire online ordering process again, just contact sales with your name and email address. We can reactivate and process the transaction on your behalf.

Q. When will my order be shipped?
A. For stock items, orders are shipped via USPS as soon as funds are available. Most orders are shipped within 48 hours of receipt. Shipping costs are advised to you by our shopping cart system before you confirm your payment, and added to the total amount. If there is any significant delay in order shipment, you will be advised by email.

Q. Do you supply tracking information?
A. US Customers will have a tracking number emailed by our shipping department to the address they have provided. We can't provide tracking information at this time to anyone else. It is possible to trace international shipments, but this normally necessitates an inquiry carried out by USPS, and can take several weeks to complete.

Q. Can I ship to more than one address?
A. Yes, but you will have to submit a separate order for each one. Currently we are unable to accept single orders with multiple shipping addresses.

Q. Can I change a shipping address once I've placed an order?
A. We can try, but obviously you need to contact us prior to shipping. We process orders very quickly, and once an order has been shipped it can't be diverted to an alternative address.

Q. Can I change my choice of shipping method?
A. Normally no. Making minor adjustments to previously accepted credit card transactions can incur us with significant additional charges. Please insure you make the correct choice while ordering. We have included full descriptions of all the available methods and their expected delivery times.

Q. How much do you charge for shipping?
A. The shipping charge depends on the destination and the weight of your order. Because we ship world wide, to 6 different charge zones, it is impossible to give a simple answer to this question. Shipping charges are calculated automatically from the information input to our shopping cart system, and are displayed in the order summary at Checkout. We run our shipping department on a non-profit basis - only charging enough overall to cover the costs of packing materials and shipment.

Q. When will my order be delivered?
A. See the chart below. These are estimated times from infomation supplied to us by USPS, based on Priority Mail for domestic customers, and Airmail for everyone else. We normally ship within 48 hours of order receipt - we have allowed for this our estimates.

Shipping may take somewhat longer at busy periods, such as the run up to Christmas. Also, it appears that many delays for international orders are caused by border customs checks rather than by problems in transit.

USA - 3-5 days
Canada/Mexico - 5-7 days
Rest of World - 7-14 days

Q. When is my credit card charged for non-stock items?
A. All orders are charged as received. We normally have a very high level of product availability, and items are seldom out of stock for more than a few days. If we do have a problem you will be contacted with the option of waiting, taking a replacment item or accepting a credit.

Q. Can I change a backorder online?
A. We're sorry, at this time we are unable to provide this service online. Please contact us to make a change to your backorder.

Q. Where should I ship my return?
A. Please send to the address on your packing list:
Yoga Technology, 241 North12th Street, Sunbury, PA 17801, USA

Q. What information should I include with my return?
A. First of all, please email us advance notification of your return. We must receive this email within 14 days of your receipt of delivery. Then, enclose the original packing slip, and write a note telling us how you want to handle the return. Would you like us to exchange the item, issue a Gift Certificate, issue a refund or credit the card originally charged, or other (please explain)?

  1. Let us know why you are returning the item (for example: not playing correctly, wrong item, damaged in transit, etc.).
  2. Specify the name and address to which we should send your refund or exchange.
  3. Please give us an email address and fax number or telephone number (specify day or evening) in case we have questions.
  4. Ship your return to us (see previous question for address)

(If you are using our video tapes, it is in your own interests to keep your video recorder serviced, and especially to clean the heads on a regular basis. For all video, DVD or CD problems, please if possible try playing them in a different machine to establish if the problem is with the item or the player).

Q. What if I have a problem with an order I've received?
A. Please contact us if you have questions or need assistance with an order you've received. If you need to return an item, please refer to the returns instructions above.

Q. Can I make an exchange online?
A. We're sorry, we are not able to process exchanges online. Please contact us for further information.

Q. How long will it take for me to receive my exchange?
A. Exchanges shipping to United States addresses are usually delivered within 10 days. Due to longer delivery times, exchanges shipping outside the United States can take more than 2 weeks.

Q. Can I order a new item now and return the original item later for credit?
A. Yes, but we'll need to charge your credit card for the second item (we'll waive the shipping charge). Once we receive your return, we'll credit your credit card for the cost of the original item, minus shipping. Please contact us to arrange this.

Q. Can I return or exchange merchandise if I don't have the original receipt?
A. Yes, we'll accept your return without the original receipt. For all items, we encourage you to include the receipt if at all possible, in order to help us process your return more quickly.

If you do return an item without the original receipt, please help us speed processing by telling us when you purchased the product, and giving us your email address and telephone number.

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YOGA TECHNOLOGY, LLC - PO Box 443, Sunbury, PA 17801 USA
Toll Free: 1-866-YOGATEC (1-866-964-2832)   Overseas:1-570-988-4680 (24 hours)
Fax: 1-570-988-4640

For any questions, comments or suggestions of a technical nature, please contact webmaster@yogatech.com
We would especially appreciate reports of any problems you may experience while accessing Yogatech.com
 
All products sold by Yoga Technology have been approved by Guru Rattana, PhD., for the purposes of
instruction in and the daily practice of the ancient technology of Kundalini Yoga.

The material contained on this Web site reflects Guru Rattana's own unique perspectives and insights,
inspired by the teachings of Kundalini Yoga, Sikhism and other spiritual disciplines.
 
This site is updated on a daily basis. Copyright © - Yoga Technology, LLC. All Rights Reserved.