FAQ's

General

Q. Do I have to create an account to check out?

A. No, an account is not required to place your order, you may always check out as a guest if you wish to do so.

Q. When I place an order is my credit card information kept on file for future purchases?

A. No, your credit card information is never kept on file for your security. Your credit card information will need to be entered each time you place a new order.

Q. Is my information private?

Yes, all of your information is kept private and confidential. ACA WSO does not and will not share your information with third parties.

Q. I see that there is a 10% discount for ordering 20 or more books, do I have to order 20 of the same book?

A. No, you do not need to order 20 of the same book to receive the 10% discount. You may order any combination of 20 or more book items to receive the 10% discount. Please note that this 10% discount does not apply to Booklets, Tri-folds, Recovery Chips, or Medallions.

Q. How do I get my 10% discount for purchasing 20 or more books?

A. To receive a 10% discount for ordering 20 or more books, simply add a quantity of 20 or more book items to your cart. Once the quantity reaches 20 items the 10% discount will automatically be applied in your cart.

Q. I have a question about a product or order, who do I contact?

A. Please direct all questions to help@acawso.com for assistance. You may also contact us via phone at (562) 595-7831.

Q. I received my order and it's damaged, what do I do?

A. We are happy to replace items that were damaged in transit to you. Simply take a picture of the item and its damages and email it to help@acawso.com. Please also be sure to include your name and order number in the email. All requests for replacement of items damaged during transit must be sent within 30 days of receiving the damaged item.

Q. I received my order but something is missing, what do I do?

A. While we strive for 100% accuracy on every order sometimes mistakes do happen. If you receive an incomplete order please note what you did not receive on the packing slip included with your order and either scan or take a picture of the packing slip and email it to help@acawso.com. Please be sure to include your name and order number in your email. All requests for missing items must be made within 30 days of receiving the shipment. We are unable to verify the claim after 30 days and requests for items not received may be rejected after this time.

Q. Oh no! My package was lost or stolen, what now?

A. Unfortunately, ACA WSO is not responsible for lost or stolen packages and packages become the sole responsibility of the carrier once they leave our warehouse. If your package is lost or stolen please reach out to the carrier you choose with the tracking number for the order to file a claim for your loss. We are happy to assist by providing you with whatever information we have to support your claim.

Intergroup

Q. How do I receive my 30% discount?

A. To receive the 30% Intergroup discount you will need to submit the Intergroup Discount Application. Follow the link below for more details and to download the application form:

https://acawso.org/2018/01/31/intergroup-30-discount-2/

Q. Why can't I see my IG discount items?

A. In order to see and purchase IG discounted items, you must use the approved IG account provided upon approval of your discount application and you must be logged in to that account see the IG Products. Once logged in, you can find IG discounted products by selecting the Intergroup category from the Menu.

Q. How do I get my discounts?

A. The Intergroup discount is pre-applied to Intergroup products, found in the Intergroup category on the Menu. Please note that because these products are listed at the discounted price no further discounts will be given in the cart or during checkout.

Q. Will I get my discount on every item?

A. Only Intergroup products qualify for the 30% discount. The Intergroup discount is only given for bulk product purchases. If you wish to purchase individual items you can still do so at regular pricing.

Shipping

Q. Once I place my order how long will it be until my order ships?

A. Most orders will ship within 24-48 business hours. Orders placed on Friday afternoon will be shipped the following Monday. If there is an exception and your order will not ship within the above timeframe you will be contacted.

Q. I am a member local to the Long Beach, CA area and would like to pick my order up, do you offer will-call service?

A. While we do not offer a will-call pickup option during checkout, we are happy to make arrangements for local members to pick up their orders. Simply place your order as normal and choose the cheapest shipping option, being sure to note that you would like to pick up your order in the Notes section during checkout. Once your order is ready for pick up you will be notified and your shipping fees will be refunded back to you upon pick up of your order. For any questions regarding will-call orders please email us at help@acawso.com.

Q. Oh no! My order was returned to you, what do I do?

A. We are always happy to re-ship your order to you if it is returned to us. Please be advised that if the package was returned to us due to a member error, such as entering the wrong shipping address or having moved after placing your order, you will be responsible for the additional shipping fees to ship your order to you again. Each return will be reviewed on a case-by-case basis to determine whether the member is responsible for the additional shipping fees.

Q. I am an International member, are there any special shipping requirements for my orders?

A. As it is difficult and costly to have international packages returned, we advise that you double check your orders being submitting them to ensure that you have a correct physical shipping address and correct phone number on file in case there are any issues and your shipping carrier needs to contact you. 

International members should also be aware of potential duties and customs fees for items shipping overseas. Each country has its own duties and customs laws, so we advise checking with your local customs officials to determine if there will be any obstacles or high fees associated with delivering your order into the destination country. ACA WSO is not responsible for any customs fees or duties; customs fees and duties are the sole responsibility of the purchaser.

**Refusal to pay the necessary customs fees upon the packages arrival to the destination country will be assessed as a refusal of the order and the package will be abandoned by customs. In such cases ACA WSO will not be able to issue a refund for the order.**

Returns

Q. I need to make a return, what is your Return Policy?

A. Returns on all materials still in New and Unused condition will be accepted up until 30 days from the order date. All returns must be authorized by the Returns Department before being sent back; any unauthorized returns will be rejected and returned to sender. All fees associated with returning an order to ACA WSO will be the sole responsibility of the purchaser and the original shipping fees will not be refunded back to the customer.

Q. How do I initiate a Return?

To initiate a return and receive authorization for returning your package please contact help@acawso.com with your full name, order number, and details on what you would like to return and someone will be happy to assist you in setting up your return.