This page answers some commonly asked questions. Please take a look if your situation is already covered. If it's not, please get in touch and we'll be happy to resolve your query. The email address is in the web site footer.
If you have completed the purchase, but have not received any emails from Feisty Duck, please check your Spam folder first. Emails that contain links are often caught by spam filters. For better results in the future, consider whitelisting our domain name or at least our support email address.
When you place an order with Feisty Duck, you will receive a payment confirmation from PayPal or Shopify Payments, and an email from us with the book access details. We normally send emails automatically, and they usually arrive within a few minutes. Please be patient if they don't arrive straightaway: allow at least half an hour before contacting us, as emails can get delayed. Please be aware that we may sometimes send the email to the address associated with your PayPal account.
Please note that you don't need the confirmation email if you already have an account with us. If we've processed your order, your books will be in our account, so you can simply log in and get it.
We sometimes have to process orders manually. This can happen for various reasons, and has to do with a combination of factors and algorithms which detect that "something is not quite right". It can be a completely innocent thing, for example, if you're travelling and you place an order from a country which is different from your billing address country. We will need to review such orders manually. By all means contact us if you suspect that this is the case, but do allow up for one business day for the problem to be resolved. We're sorry if you get caught up with this. We do this because fraudulent transactions are common and we have to maintain our reputation with our payment processors.
You can download the book files as many times as you wish. Although legally we guarantee that the files will be available for at least 30 days, in practice you can come back to our web site at any time to download them again. In fact, because we often update our books, on your subsequent visits you may get new material. We intend to offer the books for download indefinitely. The only exception is if you delete your account and all your data. In that case, you won't be able to download your books any more.
We provide more than just book files for download. Our web provides access to additional services, often for many years after your purchase. For example, if you lose your downloads, you can come back to us to get your files again. We also often make improvements to how we render our books. Finally, some books are continuously updated and so you may want to download them again the get the most recent version. If you don't want to have an account, just ask us to delete your data. We don't use it for any purpose beyond providing you with easy access to your books.