Shopping From Home - General Tips

You can order all kinds of products and services from the comfort of your own home using the telephone, mail, or a computer. Common problems encountered with these kinds of purchases are delayed delivery, out-of-stock items, incorrect items shipped, damaged items received and price changes. These tips will help you avoid problems, and resolve difficulties you do encounter. For more information, see Your Rights: 3-Day Cooling-Off Rule.

• Hang up or close the door if you are told you must decide immediately or the price will increase.

• Check that the seller has all the appropriate licenses. Contact your local or state consumer protection agency and the Better Business Bureau to check the seller’s complaint history.

• Do not do business with an unfamiliar company whose only address is a post office box. The company may be nothing but a mail drop that will give you little or nothing for your money and will be difficult or impossible to locate if you have a complaint.

• Consider whether the item comes with a warranty, and where you’ll get follow-up service if you need it. Some sellers don’t have the expertise or facilities to provide service for the goods they sell.

• Check the seller’s return policy. Can you return the item for a full refund if you’re not satisfied? If you return it, are you required to pay shipping costs or a restocking fee?

• Ask whom to contact if you have any questions or problems. Write down the company name, along with contact information (mailing address, website, e-mail address and phone number).

• Make sure the total price is correct, including shipping, handling and taxes. Will the seller pay to insure the shipment, or is it your expense? Coupons and other discounts should be properly deducted.

• Keep other transaction details. Record the item you ordered, date, amount you paid, and how you paid (check, money order, charge, etc.). Save information you were provided such as product description, delivery date, cancellation policy, privacy policy, warranties, and the purchase confirmation the seller gives you.

• Use a credit card to pay for your purchase. This gives you the right to dispute the charges if there is a problem. Never send cash – you won’t have proof of payment. See Resolving Credit Problems.

• Be careful what information you provide. Give your credit card, debit card, or bank account number only if you’re paying using that account – never to verify your identity.

• Keep track of your order. If it’s late, see Your Rights: Shopping from Home.

• Be extra careful if the seller is in another country. While federal and state laws may apply, it may be difficult to pursue claims.

If you experience a problem and are not able to resolve it by working directly with the company, contact your state or local consumer protection agency for assistance.

In rare cases, sellers have no intention of delivering what is sold, misrepresent items, or send counterfeit goods such as pirated copies of software. In these cases, see Reporting Fraud.