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SupportFrequently asked questions |
Frequently asked questionsGeneral information Do you have a product catalogue?Which site license do I need? How do I make multi-user site licence orders? What are eLearning Credits and who are Curriculum Online? Do you offer training? How do I submit ideas for products? I've found an error or problem on your website, who do I tell? How do I give you feedback on your website or products? I would like to sell your products, how do I go about doing this? I didn't find the answer I needed in the FAQ, what do I do now? Ordering information How do I order
your products? Returns and cancellations information Am I required to cancel and return items within a specific time period?How do I cancel or return an order? Are there exceptions to your return or cancellation policies? Should I return items in their original packaging? Do I have to pay for returns postage? Do you charge restocking or other fees? Shipping information What shipping methods and options do you offer?Which shipping carriers do you use? What are your shipping rates? How do you handle out of stock or backordered items? What do I do if I haven't received my order? Do you ship overseas? Payment information What payment methods do you accept online?How do I use Google Checkout? Will I receive an order confirmation? Is you website secure? How do you store customer information? What is you VAT number? How is VAT calculated? How do I make multiple orders? Speech and Language information What is speech & language therapy?What is an SLT? Where can I find out more? Product information How do I get technical support for my product?How do I submit a product review? What are the system requirements for your products? My CD-ROM doesn't play automatically when I insert it into the drive, how do I fix this? Are your products available in any other languages? Are there any copyright issues with the resources on the discs? How do I access the controls during an activity? How do I copy the contents of the disc to the hard drive on my computer? General information Do you have a product catalogue?Currently we don't produce a product catalogue. Look at our products area to find information about our currently available products. Which site license do I need?We understand that the nature of an SLT means that they may need to travel between locations. Our single user licence covers the use of the purchased product by the purchasing individual/body at any location on one computer at any one time. Where the purchasing individual/body wish to use the purchased product at any location on more than one computer at a time they should order a multi-user licence For example, accessing the purchased product on several computers within a classroom from a server or copying the contents of the CD-ROM to the hard drives of the computers in a classroom. How do I make multi-user site licence orders?Multi-user licences can be ordered when purchasing the CD-ROM or once you have already purchased. If you already have one of our products and would like to buy a multi-user licence, please contact us at sales@speechleaps.co.uk with the subject line 'Multi-user Upgrade Order' and clearly include your reference number as provided by Google Checkout (if you ordered online) and the name of the person/organisation who placed the order. Please include in your email the approximate number of computers you intend to use within a multi-user licence, site licences are available in multiples of 5. What are eLearning Credits and who are Curriculum Online?What are eLCs? Curriculum Online How are eLCs distributed? Sourcing multimedia resources on Curriculum Online Useful information Occasionally we offer training courses in the North East of England, if you would like to register an interest, please email us at enquiries@speechleaps.co.uk with 'Training' in the subject and we will email you with upcoming training day information when it becomes available. Please see our privacy policy for information on how we will treat your personal data. How do I submit ideas for products?Do you have a really good idea for a learning resource? If so then please email us at enquiries@speechleaps.co.uk and we'll get in touch with you to discuss your idea. Sometimes our company will have work in progress which may be similar to your idea, if this is the case we will let you know. I've found an error or problem on your website, who do I tell?If you have any problems with our website or find any errors or broken links let us know by emailing support@speechleaps.co.uk. How do I give you feedback on your website or products?If you would like to send us any feedback on the website, or on any of our products we would love to hear from you, see the contact page for how to get in touch. I would like to sell your products, how do I go about doing this?We are always looking for new distributors and resellers. Online resellers can earn a percentage of sales. Please contact us on sales@speechleaps.co.uk. I didn't find the answer I needed in the FAQ, what do I do now?If you have not found the answers you need in our frequently asked questions, feel free to contact us and we'll be happy to answer any queries you have! Ordering information Making a purchase from our website is very easy. There are two ways to order an item, by post or online. To order by post, simply download and fill on our order form from the postal orders page and fill in your details. Post the completed form with your payment, or official order to the address provided on the form. To order online, choose the item you want to purchase and click on the Google 'Buy Now' button, you will then be sent to a Google-hosted page to complete your purchase. See our 'How do I use google checkout?' question. Orders placed online will be shipped within 7 days of receiving your order, postal orders will be shipped within 10 days of receipt of order. Once your purchase is complete and you have received your order you will be entitled to unlimited online support for the products you have bought. See our 'How do I get technical support for my product?' question. How do I know if the product I want is in stock? All items listed on our website are in stock unless otherwise indicated. If an item is indicated as out of stock please check back frequently to see when it becomes available again. Can I have my order shipped to a different address to my billing address? No. We will only ship to the address of the card holder if ordered through google checkout or the address provided on the order form if ordering by post. Why has my online order been cancelled? If Google determines that an order that has been received does not comply with Google Checkout policies or is a high-risk order, the order will be cancelled. Returns and cancellations information Am I required to cancel and return items within a specific time period? Orders can be returned unopened and unused at any time within 30 days from shipping date for any reason and a full refund or replacement will be issued within 30 days. This does not affect your statutory rights. How do I cancel or return an order? To cancel an order you must inform us in writing, by letter, fax or email of your decision to cancel. To cancel by email please contact us at sales@speechleaps.co.uk with the subject line 'Cancel/Return Order' and clearly include your reference number as provided by Google Checkout (if you ordered online) and the name of the person/organisation who placed the order. Returns details and instructions will be emailed to you. Are there exceptions to your return or cancellation policies? There are no exceptions to our cancellations or returns policies. Should I return items in their original packaging? Products should be returned in their original packaging and addressed to 'Leaps & Bounds Multimedia Ltd. Returns, PO Box 40, Ashington, NE63 8YR'. Do I have to pay for returns postage? Yes. You must pay for the postage when returning items to us. Do you charge restocking or other fees? No other fees will be charged. Shipping information What shipping methods and options do you offer? We only currently accept orders and ship to locations in the UK. In accordance with google guidelines orders placed online will be shipped within 7 days of receiving your order, postal orders will be shipped within 10 days of receipt of order. Which shipping carriers do you use? All orders are sent by Royal Mail First Class. For single CD-ROM orders we charge £2 shipping to the UK, for orders of 2 or more CD-ROMs we charge £4 shipping to the UK. How do you handle out of stock or backordered items? All items listed on our website are in stock unless otherwise indicated. If an item is indicated as out of stock please check back frequently to see when it becomes available again. What do I do if I haven't received my order? If you have not received your order within 30 days of the order being placed please contact us by emailing sales@speechleaps.co.uk with the subject line 'Unreceived Order' and clearly include your reference number as provided by Google Checkout (if you ordered online) and the name of the person/organisation who placed the order. If you would like to place an order for shipping outside of the UK please contact us by emailing sales@speechleaps.co.uk. Payment information What payment methods do you accept online?Google Checkout accepts major credit and debit cards, including VISA, VISA Electron, MasterCard, Switch/Maestro, and Solo. You will be asked to enter your credit or debit card information when you first sign up for Google Checkout and can select your preferred payment type during checkout. How do I use Google Checkout?With Google Checkout, you use a single username and password (instead of manually entering billing and shipping information) to complete purchases from our website. Checkout is a free service. You browse our site and select the item you would like to purchase. When you choose the Google Checkout option, you will be sent to a Google-hosted page to complete your purchase by entering you username and password. You can easily return to our site by clicking the link on the Google Checkout order confirmation page. You only need to sign up once to enjoy fast, safe, and convenient purchases from Google Checkout merchant stores across the web. You can sign up during the purchase process on any Google Checkout merchant site. How to buy with google checkout. Will I receive an order confirmation?Google will send an order confirmation email to you when you make a purchase with us through Google Checkout. Google will also send you a shipping confirmation email after we have confirmed your order. Is you website secure?For information on the security of our website please see our privacy policy. For information on Google Checkout secuirty please see Google Checkout's Buyer help centre. How do you store customer information?We make every effort to secure your information and maintain your confidentiality to comply with the terms of the Data Protection Act. Please see our privacy policy page for full details. What is you VAT number?Our VAT number is 852725809. How is VAT calculated?VAT stands for value added tax, which is charged on goods within the European Union (EU). In accordance with the laws governing members of the European Union, we are obliged to charge VAT on all orders delivered to destinations in member countries of the EU. The VAT rate for goods delivered to the UK is 15%. For online ordering, a breakdown of costs is given next to each product, this is split into Product cost, Delivery charge, VAT and final price. How do I make multiple orders?In order to purchase a number of our products at once you'll need to fill in our order form, available on the postal sales page. Speech and Language information What is speech & language therapy?Speech and language therapists assess, diagnose and treat a wide range of communication difficulties. Assessments provides information about the clients communication skills and allows the therapist to target key areas of difficulty. The aim of therapy is always to improve a clients ability to communicate functionally. Therapy may be delivered by the speech and language therapist or a speech and language therapy assistant. However, for some clients it may be more relevant to work with other people. This can involve training other people setting joint targets or working closely with friends and families. The speech and language therapist will also work closely with their clients to ensure that identified targets are relevant and realistic. What is an SLT?Speech and language therapists (SLTs) are allied health professionals. They work with children and adults who have difficulties with communication, or with eating, drinking and swallowing. Speech and language therapists work closely with parents and carers and other professionals, such as teachers, nurses, occupational therapists and doctors. There are around 10,000 practising SLTs in the UK. The National Health Service employs most of these. Other therapists work for education services or charities. Some therapists work independently and treat patients privately. Speech and language therapists work in community health centres, hospital wards and outpatient departments, mainstream and special schools, day centres and in their clients' homes. Some now work in courtrooms, prisons and young offenders' institutions. Where can I find out more?www.rcslt.org Product information How do I get technical support for my product?Technical support is available for all of our products. You can contact us at any time for technical support by filling in the online form on the technical support page on our website. How do I submit a product review?If you would like to send in a review of any of our products please contact us, if your review has appeared in a publication we would be grateful if you could send us a copy or let us know where we could purchase a copy of the publication. What are the system requirements for your products?For information on the platforms available and other technical information for our products please look at 'further info' on our product pages. My CD-ROM doesn't play automatically when I insert it into the drive, how do I fix this?If you are using a Mac your CD-ROM will not automatically play as this is not a feature on Apple Mac computers. To start the Leaps & Bounds Multimedia Ltd. application complete the following steps: Insert the CD-ROM. If you are using Windows and the CD-ROM does not play automatically you should complete the following steps to make sure that your CD-ROM drive has Auto-Insert Notification enabled: Click on the Start button and go to Settings > Control Panel. Your CD-ROM should now automatically play when you insert it into the drive. Are your products available in any other languages?Currently our products are available in UK-English only. Are there any copyright issues with the resources on the discs?CD-ROM contents are copyright © Leaps & Bounds Multimedia Ltd. 2007. All of the artwork and worksheets are original and remain the property of Leaps & Bounds Multimedia Ltd. Copying the disc and any of the material therein will be deemed as infringement of copyright and will be subject to legal action. Site licences are available to purchase upon request, please see our 'How do I make multi-user site licence orders?' question. Resources may be printed and used by purchasing establishments/individuals only. They may not be reproduced or used for publication purposes in any form, either digitally or printed. How do I access the controls during an activity?On later CDs, to prevent the child from accidentally leaving an activity, the menus at the bottom of the screen can be locked by checking the box at the bottom of the instructions. This can be found on the screen where you set up an activity. On earlier CDs this activity lock-in is automatic. If the activity is locked and you wish to access the controls during an activity, you MUST press and hold down the 'm' key and before clicking on the menu you require. How do I copy the contents of the disc to the hard drive on my computer?Please note that use of the disc is limited by your licence agreement. If you only have a single user licence, only one instance of the disc may be used at any time. Site licences are available to purchase upon request, please see our 'How do I make multi-user site licence orders?' question. Please be sure to check with your technical department before proceeding. For multi-user licences, we recommend running the disc from your hard drive which you can do by following these instructions: Create a folder on your computer, either on the desktop or somewhere
on your main hard drive. To run the disc from your hard drive, double-click on the circular Start icon located in the folder you created. |
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© Leaps & Bounds Multimedia Ltd. 2007 |