Buying Guidelines
Buying by
Mail
The
great majority of mail order companies are legitimate and honest, although, as in
any business a few are not. Generally, you should allow 4-6 weeks for delivery
before you complain to a company. Before ordering, find out if merchandise is
offered on a satisfaction guaranteed or money back basis. Pay by check or money
order and be sure to send shipping and handling charges. Never send cash
through the mail. Keep a record of you order including name and address of the
company and date you placed the order. Keep your canceled checks and the number
of a money order or bank check. Check your order promptly and notify the
company at once if it is not what you ordered or unsatisfactory. If you receive
merchandise in the mail you may consider it as a gift. You do not have to pay
for it and it is illegal for the company to bill you for it. Items marked as
"Free Samples", and items mailed by charitable groups asking for a
donation can be sent to you without your consent -- and even these items can be
considered gifts. According to Federal Trade Commission rules a company must
ship mail ordered merchandise within 30 days from the time it receives your
order, unless in making the offer the company clearly and conspicuously stated
some other time for shipment. This rule applies from the date your properly
completed order is received by the company to the date it is shipped. If the
company cannot ship within a 30-day period, or within advertised time it must
notify you of that fact and permit you to cancel or agree to the delay. If you
cancel they must provide you with a full refund of any money paid within 7 days
or a credit memorandum showing your account cleared. If you do not respond to
the notice the company has a right to assume you agree to the delay.
The
bureau suggests that if you are considering membership in a buying club, first
compare the prices and services of the club to retail stores and other such
services. Consider the amount of merchandise you would have to buy at the
club's discounted prices to make up for the cost of the membership. Understand
the policies of the organization with regard to the following: how you order
merchandise, methods of payment, finance charges, delivery and service charges,
refunds and exchanges, & warranty rights.
When
buying on the Internet (or "cybershopping"),
it's important to keep security in mind in order to avoid interception of
information. Consider a secure browser which encrypts or scrambles purchase
information and transactions. If you don't have encryption software, consider
placing orders via 800 telephone numbers, fax or mail. Before doing business
with a new marketer, consult the Better Business Bureau. Investigate the
company's refund and return policies before you place an order. The Better
Business Bureau Web Server contains consumer and business information on
marketplace fraud and complaint resolution. You can fill out a complaint form
against a company online.
Be sure to remember the basics and to view an online purchase as you would any
other. That means asking the company how long it has been in business, what its
return policies are, what's done with the personal information (credit card
numbers, etc..) you give out. Many of these questions can be asked by using
e-mail to contact the firm you're considering doing business with. Never give
out your Internet password. Avoid using established numbers for your password,
such as your address, date of birth, or a portion of your telephone or Social
Security number. Pay attention to the accuracy of information you enter when
placing your order.
Be careful to make sure the quantity, price, availability and shipping charges
are acceptable to you. Be wary of companies that ask you to supply unnecessary
information, such as your Social Security and bank account numbers. Some con
artists who have used other media to attract their victims are turning online
for more scams. Be sure to print out a copy of your order and confirmation
number for your records.
The same laws that protect you when you shop by phone or mail apply when you
shop in cyberspace. The Federal Trade Commission's Mail Order Rule now applies
to online orders as well as phone and mail orders. Under the law, a company
must ship your order within the time stated in its ads. If no time is
indicated, the company must ship within 30 days after receiving your order, or
give you the choice of agreeing to a delay or agreeing to cancel your order and
receive a prompt refund. The Fair Credit Billing Act, which helps consumers
resolve disputes regarding credit card accounts, applies to all online, mail,
telephone and retail transactions. The following disputes are covered:
* Charges not made by the consumer or anyone authorized to use the account
* Incorrect charges for which the wrong amount or date is shown.
* Charges for goods and services the consumer did not accept or were not
delivered as agreed.
* Computational or similar errors.
* Failure to reflect payments or other credits
* Not mailing or delivering bills to the consumer's current address (provided a
change of address was given at least 20 days before the end of the billing
period).
* Charges for which consumers request an explanation or written proof of
purchase.
If you notice an error, act immediately by writing or calling the creditor and
notifying them of the error. This written notice must reach them within 60 days
of the first appearance of the charge on the bill. The letter to the creditor
or bank should include: name and account number; statement of why the bill is
incorrect; dollar amount involved; and documents supporting your claim, i.e. copies
of the order printout, bill, sales slip, etc. Be sure to pay all other charges
on your bill not related to the disputed amount. The creditor cannot report the
account to a credit agency, or take any action while a charge is in dispute.
Your account may not be closed or restricted, but the disputed amount may be
applied against your credit limit. If you do not win the dispute, that amount
must be paid as well as any finance charges accumulated during the
investigation period. You may still write to the creditor within ten days after
receiving the notice and refuse to pay, but collection procedures may begin.
However, if you are reported to a credit bureau, it must be noted that the
amount is under dispute.
The
Federal Trade Commission's Cooling-Off Rule gives consumers the right to cancel
most sales transactions of $25 or more, up until midnight of the third business
day after the date of the sale. The rule applies to any sales agreement made
AWAY FROM THE SELLER'S NORMAL PLACE OF BUSINESS. The Cooling-Off Rule applies
to sales at the buyer's home, workplace or dormitory, or at facilities rented
by the seller on a temporary or short-term basis, such as hotel or motel rooms,
convention centers, fairgrounds and restaurants. The Rule applies even when you
invite the salesperson to make a presentation in your home. This Rule does not
apply to sales made totally by telephone or by mail, or to real estate,
insurance, or securities sales, or to emergency home repairs. Under the
Cooling-Off Rule, the salesperson must tell you about your cancellation rights
at the time of the sale. The salesperson must also give you two copies of a
cancellation form (one to keep and one to send) and a copy of your contract or
receipt. To cancel a sale, sign and date one copy of the cancellation form.
Make sure the envelope is post-marked before midnight of the third business day
after the contract date. (Saturday is considered a business day; Sundays and
federal holidays are not).It's recommended that you send your cancellation
notice by registered or certified mail to show proof of mailing. For additional
information on your rights under the Cooling-Off Rule, contact the United
States Federal Trade Commission at (202) 326-3650. This information was
provided by the U.S. Federal Trade Commission.
A
warranty or guarantee can be an oral or written promise by a manufacturer or
retailer that they will stand behind a product or service. Whenever a warranty
is important to you, be sure to get it in writing. Check out warranties before
you buy an item. The federal warranty law requires that merchants let their
customers know about the warranties on most consumer products by either
attaching the warranty to the product, posting a copy of the warranty near the
product, or maintaining a catalog of warranties. Warranties must tell you what
is covered, who covers it, for how long, and what you must do to be satisfied
if something goes wrong. They must also be labeled full or limited. Before you
use the product be sure any specific routine
maintenance or service is done as suggested or required by the warranty. Keep
your sales receipt for future reference. Write down the date of purchase and
installation. Register your product if a card is provided. Also record any
service or repair done after the purchase.
This
report is general in nature and is not intended as a reliability report on any
company, service or product.