General Technical Help

General Technical Help

If you are receiving an error message or having other difficulties completing our online ordering system, please try one of the suggestions below which may enable you to complete your order.

  • Reload the page. If the site is taking a long time to load or respond, click the Stop button at the top of your browser and then click Reload or Refresh at the top of your browser window.
  • Check parental software. If you are using any type of parental control software, or if your Internet Service Provider has such controls active on your account, please be sure that these functions are disabled.
  • Clear your cache (Internet Temporary Files). Most browsers store a temporary copy of every page you visit. Clearing your cache deletes those files and makes room for new ones. Follow the steps below to clear your cache - if your browser is not listed, please visit the Help section on your browser provider's home page.
    • For Internet Explorer: Select Tools from the top of the page, then Internet Options and then the General tab. Under Temporary Internet Files, click Delete Files. Click OK in the Delete Files dialogue box. Please note that if this has not been done regularly, it may take several minutes. When the files have been deleted, click OK.
    • For Firefox/Mozilla: Select Tools from the top of the page, then Options and click the Privacy button. On the Cache link, click the Clear button. Then click OK.
  • Clear your cookies. The problem may be caused by corrupted cookie files on your browser. Clearing your cookies should solve the problem. To learn more about how to delete cookies please see the section at the end of the page. Follow the steps below to clear your cookies - if your browser is not listed, please visit the Help section on your browser provider's home page.
    • For Internet Explorer: Select Tools from the top of the page, then Internet Options and then the General tab. Under Temporary Internet Files, click Delete Cookies. Click OK in the Delete Cookies dialogue box. Please note that if this has not been done regularly, it may take several minutes. When the cookies have been deleted, click OK.
    • For Firefox/Mozilla: Select Tools from the top of the page, then Options and click the Privacy button. On the Cookies link, click the Clear button. Then click OK.

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If none of these suggestions solves your problem, please contact us and include the following information:

  • The problem described in detail, including the exact text of any error messages and whether those messages appear in the browser window or in a separate pop-up window.
  • Order numbers and Product Name/Title or Product Code (these are specified on the product detail page).
  • The last link you selected or the last address you typed before the problem occurred.
  • Your browser type and version (examples: Internet Explorer, Firefox, etc).
  • The operating system you are using (examples: Windows XP, Mac OS X, etc).
  • The complete URL that appears in the address window of your browser.

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