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Knowledge is Power! Answers to Frequent HM Questions

December 10, 2015

With the holidays upon us, this time of year tends to be the happiest and also the busiest season of all. The last thing you want is to be on hold waiting to speak with a Customer Service agent about a question you just can’t find the answer to. So, to help streamline this process, we have gathered some of the most common questions asked by Heritage Makers customers and provided the answers!

Keyboard

  • How can I see how many publishing points I have?

Login and click the “my account” tab at the top right of the Heritage Makers website, then click the “publishing points” link. This page is a great resource to see how many points are remaining in your account, when points will expire, and how many points were used on each order or transferred to another customer.

  • Why do publishing points expire?

Purchasing publishing points is like purchasing a gym membership. You pay for the guarantee that our services will be available for your use any time during a contract period. Like a health club, Heritage Makers incurs the costs of being open and ready should you choose to “come in,” and publish—even if you never do. We must staff all our operations, maintain and monitor the equipment, hardware, and software to run our website and Studio. We regularly improve and upgrade our digital art, templates, and product offerings. We invest in the latest and best print-on-demand technology. These costs and more are paid by Heritage Makers every day to ensure that our service, experience, and products are available to our clients—whether or not our clients choose to publish.

  • What are my options for expired points?

We offer a three business day grace period for expired points. You can call in within three business days of your points expiring and Customer Service will help you place an order over the phone with your expired points at their full value. Beyond the three day grace period, we have one other option to help you. Up to 30 days after expiration, you can redeem your expired publishing points by paying a redemption fee of 25% of the total points you are using. Beyond 30 days, expired points unfortunately cannot be used at all. Some people choose to transfer their points that are about to expire to another customer who can use them quickly. The expiration date does not change when points are transferred.

  • How do I use publishing points to purchase Youngevity products?

You will need to call our Customer Service to use your publishing points to purchase anything other than Heritage Makers products. We highly recommend choosing the items you wish to purchase and writing down each item’s SKU before calling so that we can process the order for you as quickly as possible. To find an item’s SKU (stock keeping unit), go to buyygy.com and search for the item by name. That page will give you the item’s cost, BV, QV, and SKU, as is shown in the image below.
SKU

  • How do I cancel my club?

Login and click the “my account” tab at the top right of your screen. That will bring you to the page shown below, where you will find the “cancel membership” link. You can upgrade and downgrade your account at any time, and as many times as you wish with no penalties.

Notice that this is also where you can update your personal information, change your password, and more!

CancelMembership

 

  • How long is production (time needed to create products before they ship)?

Production typically takes 5-7 business days, and during the much busier holiday season it increases to 7-10 business days. If you need to speed up this process, we offer a rush service for an additional fee. This service expedites your order through production and it usually ships within 24 to 48 hours. Call Customer Service to have the rush service applied to your order.

*Note: Lay-flat Storybooks of all sizes, as well as 8×8 Softbound Books are NOT able to be rushed due to the production time needed for these particular products.

  • Why isn’t the Template Gallery showing me all of the results?

Try clearing the cache and cookies on your computer and you should be set to go! If you aren’t sure how to do this, a quick Google search will show you the steps for your specific computer type and internet browser.

  • Where can I find pricing?

At the bottom of any page on the Heritage Makers website you will see a set of links to help you find your way around the site. Under the “products” tab you will see the “pricing” link. Click here to bring up the costs for each product, organized by product type. This page also conveniently lists the costs for premier access and the various Club HM levels, as well as pricing information for additional photo storage. A link near the bottom of the page gives you all the details for our fantastic large order card discounts. This page is a great place to direct new customers!

PricingInfo

  • What do I do if my product was made incorrectly or came damaged?

In either of these instances we ask that you take a picture that shows what the problem is (black line printed on page, dented corners, etc.) and email that along with a short description of the problem to support@heritagemakers.com. One of our Customer Service agents will address the email, and if you already spoke to an agent about the problem, it helps to add their name to the email’s subject line so it will be forwarded to them and they can continue assisting you. Even if you come into our office, we will still ask you to send the email so that we have it for documentation and can send it on to the staff at our printing warehouse.

If the item was damaged or there was a printing error, it will be reprinted and shipped to you at no cost. However, if the issue is a design error on your part (photos and text are not within the safe zone, typos, blurry photos, etc.), you have a couple options. If you realize your mistake within 3 hours of placing the order, you may cancel the order before it goes into production by going to your “my account” section of the Heritage Makers website and clicking on “order history.” After canceling the order, you can make a copy of your project, make the needed changes in that re-named copy of the original project, and then add that project to your shopping cart and proceed as before.

If your order is past the 3 hour cancellation time, go ahead and make the needed corrections, place the project in your shopping cart, and then call our Customer Service. An agent will be able to help you place a reorder within 30 days of the original order date at 75% off. If 30 days have passed, you can take advantage of our Heirloom Assurance program where you can purchase a reprint at 50% off.


Another fantastic resource to find information is our Support Center. You can read a past blog article about it here, or just check it out for yourself. Search for information on a wide variety of topics to answer just about any Heritage Makers question you have, especially ones regarding Studio.

Be sure to share this article with anyone you know who is new to Heritage Makers! Our goal is to make preserving family stories simple, fun, and rewarding, and we hope these answers help make that possible.