What to do if your message to us remains unanswered? Does it mean we are too lazy to answer? Or there is another sort of problem? Well, read on.

We answer all messages (except spam). No matter how strange your question may seem. It may take us a couple of days sometimes, but most of the time people are surprised by how fast we answer. What if your message remains unanswered for more than 2 days? There must be a problem, and chances are that the problem is on your side.

We are talking about invalid e-mail addresses. Sometimes people mistype their e-mail address in a mail software configuration window, so messages from them come with this error in return e-mail address. When we send an answer, our messages get bounced back to us with "user unknown" notice.

Sometimes people forget to configure their e-mail software at all, and messages from them go out with default settings. In this case header will look like this:

Date sent: Sun, 29 Nov 1998 18:26:09 -0800
From: Your Name <UserID@Pacbell.net>
Organization: Pacific Bell Internet Services
To: helene@heleneinternational.com
Subject: Question (actual header taken from message)

As you probably understand, sending messages to address Your Name <UserID@Pacbell.net> is senseless - they will come back with "user unknown" notice.

Sometimes your return e-mail address is OK, it even can be found in e-mail directory, but letters won't get through anyway - either your account has expired, or there are some problems with your mail server. You should get in touch with a technical support of your provider to solve this problem.

So, what should you do if your message to us remains unanswered?
1. Check your mailing program - is it configured properly (your return e-mail address is entered and is valid)?
2. If your mail program settings are OK, try to send a message to yourself and see if it will get through. If not - call your service provider and ask him questions, or open an account on another system.
3. If you just have opened a new account on Hotmail or any other web-based services, check it out first. Send a message to yourself before sending it to somebody else.
4. If your mailing program settings are OK, and you get messages that you send to yourself, and still no replies from us, try opening a new account - on Hotmail, for example.

What about orders undelivered? Just like with mail - we ALWAYS keep our promices and deliver addresses by e-mail, unless you e-mail, which you enter in the order form, is invalid. Usually such orders are cancelled automatically by our billing company Multicards (they send you a receipt, and if it gets bounced back with "user unknown" notice, they intercept such an order and cancel it), but sometimes this does not work. If you don't get your addresses for more than 3 days, send us a message about it, and we will send you addresses to a correct e-mail. If you don't get answer by next day, check your mail program (as described above).