NevaCal:Contact information

From NevaCal

Have a question, a compliment, or a problem? We want to hear from you! Your complete satisfaction is our goal, but if you don't let us know about a problem, we can't help you. We offer you several ways to contact us. Pick the one that fits your personal style and also the amount of privacy you need for the issue.

Contents 1 General questions 1.1 Product questions 1.2 User talk pages 2 Detailed questions 2.1 E-mail 3 Confidential questions 3.1 Phone or fax 3.2 Postal mail 3.3 Shipping address 4 Response times

General questions

Our wiki (the site you are on when reading this) is our primary customer service tool. Here on the wiki, talk pages are the usual method of asking questions and leaving comments. Talk pages are pretty easy to use, and we have some help available so you can post a comment with confidence. Since we use the same software as the highly popular Wikipedia site, you're probably already familiar with talk pages.

Product questions

If you have a question or comment about a product that is available, for sale, or at auction, it is usually best to post your comments directly on the talk page of the product itself. That way, other visitors can read your thoughts, offer their own thoughts, and read our responses, too.

Typically, we see these kinds of questions there:

• Requests for more details or specific information about a product
• Questions about the history or current state of a product or how we acquired it
• Inquiries as to whether we have additional quantities, different colors or styles, etc.

User talk pages

Just like products have talk pages, users have their own talk page. If you've created an account, you already have your own talk page where you can receive personal messages and reply to messages others leave for you.

Whenever someone leaves a new comment on your talk page, you will see a special notice at the top of very page of this wiki until you visit your talk page.

Here are some key staff members' talk pages and e-mail addresses

• Willscrlt (e-mail) (site owner, lead administrator, customer service representative, staff member): answers technical and procedural questions about this site and our online store and auctions; customer service staff member
• Marlene (e-mail) (site owner, lead customer service representative, staff member): answers questions relating to customer service issues
• Dave (e-mail) (lead researcher, customer service representative, staff member): answers and researches questions about older, non-tech products (for tech products, ask Will).

Detailed questions

Sometimes you have questions that are very detailed in nature or are specific to you. Since talk pages are publicly viewable and searchable by sites like Google, it is better usually to handle those types of matters off-wiki.

E-mail

We prefer that you send us e-mail for detailed questions so that we can track your message and be sure that things do not slip through the cracks. E-mail is the best way for us to research questions that you have about

Please note that e-mail is inherently an insecure method of communication. For your own safety, do not include financial information, credit or debit card details, bank account details, PINs, or other confidential information by e-mail. If we need such information to research your issue, we will ask that you contact us by phone, fax, or mail as described below.

Confidential questions

If your question or concern is likely to involve specifics about completed transactions, usually it is best to fax, call, or write us. Our secure fax number have all the benefits of e-mail (including a way for us to easily track your issues).

Please note that we do not process electronic payments directly. We use PayPal for that. If your question or concern is about a credit card, debit card, or e-check payment, you probably will need to discuss that directly with PayPal. We are happy to help you as much as we can, but ultimately PayPal handles all of those details.

Phone or fax

If you have questions that involve payments or other sensitive or private information, you may call us at +1 (916) 675-1050 or send the details by fax to +1 (916) 675-1053.

Postal mail

You can also write to us by postal mail at:

Shipping address

You will need to contact customer service and request an R.M.A. number to return an item to us. We will give you the shipping details at that time. We do not accept unsolicited or unexpected shipments at our office.

Response times

Currently, NevaCal is a small division within our larger company and has no full-time staff. As a result, sometimes it may take us a few days to respond to your questions or comments. Obviously, if you are anxious about items listed for sale or at auction, you may not have long to wait. Here is a ranked list of typical response times for the different contact methods above.

• Fax: Off and on throughout most days
• E-mail (to NevaCal, Willscrlt, or Dave): At least once or twice a day
• User talk pages (Willscrlt): Usually checked at least daily, frequently more often
• Product talk pages (auction items): Checked at least daily while the auction is underway
• Mail: Received every business day (M-F except holidays)
• User talk pages (Marlene and Dave): Occasionally, but not as often as Will
• E-mail (to Marlene): Every other day or so
• Phone: Voicemails are delivered by e-mail and are checked every other day or so
• Product talk pages (other items): Checked occasionally; it's best to also leave a note on a staff member's talk page (you can use the {{Talkback}} template to do so easily)

Our typical "handling time" for processing orders is around two to three business days (M-F except holidays) after your payment clears. If you need the product as quickly as possible, please contact us prior to the end of the sale to let us know.