FAQ

Shipping - FAQ

Frequently asked questions related to shipping and delivery.

All orders are usually processed and shipped within 72 hours of the order being received.  Priority Mail orders are shipped within 24 hours of the order being received.

Standard mail typically takes 2-9 days and Priority Mail normally takes 1-3 days to be delivered; however, due to COVID-19, the USPS has issued an alert which states the following:  

DUE TO LIMITED TRANSPORTATION AVAILABILITY AS A RESULT OF NATIONWIDE COVID-19 IMPACTS, PACKAGE DELIVERY TIMES MAY BE EXTENDED. PRIORITY MAIL EXPRESS® SERVICE WILL NOT CHANGE.

Our experience is that Priority Mail now takes up to 5 days to deliver and standard mail can take anywhere from 5-31 days (depending on the level of COVID-19 cases and social issues occurring in or around the city and or county of the order's destination address.

Unfortunately, based on the current conditions, there is nothing we can do to speed up the USPS delivery process.  We suggest that when placing your order, you select Priority Mail if time is of the essence.

For realtime tracking, go to our menu list and select "Track Order."  Then, enter the email address you used to place the order and your order number.

If your tracking information shows that your package was delivered but you can't find it, the carrier may have placed it in a safer location, please check: Mailbox, Porch, Garage, and any area out of potential weather hazards.  Also check exterior doors and any locations where the package could be placed.  Additionally, check your mailbox again as some packages come separately from your regular mail.  You should also check with others in your house that may have accepted it.  In rare cases, package may show as 'delivered' but could take additional 24 hours.

If it has been over 24 hours from the 'delivered' status, to save time a  service request may be sent by email to your local Post Office™ facility for follow-up. You will receive a confirmation number and a contact within 2-3 business days.

Please note that you MUST complete the above-mentioned step prior to requesting assistance from our support team.  Additionally, only Priority Mail is insured.  Both Standard Mail and Media Mail are NOT insured and are non-refundable.

The tracking information provided by a legitimate carrier (United States Postal Service, UPS, FedEx, Etc.) is relied upon 100% in our determination as to whether or not an order has been delivered to its destination. In instances where the tracking information states that the order has been delivered and the intended recipient states otherwise, the intended recipient must seek remedy with the carrier. Black Castle Media Group, Inc. does not provide refunds for orders where the carrier has confirmed delivery through their official tracking system.(See Term & Conditions for details).  

If your order has not been shipped for an extended amount of time, it almost certainly means there is an issue with the shipping address that was provided at the time of order.  The most common cause for the delay is the apartment or suite number was not provided at the time of order.  On our end, an email is sent out within 24 hours requesting an address update.   

If your order has not been shipped and you have not received the follow-up email, please check your order confirmation to ensure you are checking the correct email address.  Almost 100% of the time, this is the case. 

Once we get the address update, your order is then processed and shipped.

The best method to use when attempting to contact support is our contact page or Support@blackcastlemediagroup.com.  Please do not use any of the other company email addresses as they are not monitored by our support team and you will not receive a response. 

Due to COVID-19, our support team is operating at minimum staffing levels; therefore, there may be a delay in our response; however, someone will respond to your inquiry within 1-3 business days.  Please do not send more than one email as our system will reset your inquiry to the back of the list.  Telephone support for shipping related inquires is not available at this time.

Additionally, our support team can be reached via text and email only.  There is no telephone support nor do we monitor the author's social media platforms at this time.

eBooks - faq

Frequently asked questions related to eBook download & delivery can be found below.

Your ebook access link is sent to the email address used when you placed the order.  If you can't find it, please check the order and confirm you are looking in the right email account.  We have found that sometimes the email you have on file with PayPal or your other payment platform may be different than the email you are used to using.  9 times out of 10, this is the solution to the missing email.  If it is not and you still can't locate it, email support via our contact page and we will resend it to you.

iPhone Instructions:

1. Select link from the "Mr. Amari Soul Content" email.

2. In the new screen (white with Mr. Amari Soul at top), select the title you wish to download.

3. The screen will now open and show the ebook cover ( DO NOT READ THE BOOK ON THIS PAGE!)

4. On your iPhone, iPad, or iPad touch tap the share button at the bottom of the screen (On newer IOS Devices, it may be at the top.  It looks like a box with an arrow pointing up from it).

5. Once you hit the share button, In your list of apps, select the ebook app you wish to download your new ebook into (copy to Kindle, copy to books, copy to Play Books).

6. If you don't immediately see one of the above apps, continue to scroll through the app menu until you reach the three dots (...)

7. Select the three dots.

8. Now choose which ebook reader you would like to copy your download into (copy to books) (copy to kindle) (copy to play books)

9. Your screen will close and then immediately open back up in the reading app you have chosen.  You are now finished and can enjoy you ebook!

Android Instructions:

1. Select link from the "Mr. Amari Soul Content" email.

2. In the new screen, select the title you wish to download.

3. The screen will now open and show the ebook (DO NOT READ THE BOOK ON THIS PAGE!)

4. On your Android phone or tablet, open the Google Play Books app .

5. In the search window, select your account.

6. In Menu, scroll down to Settings>Enable>PDF uploading.

7. Now close the window.

8. Go to your applications folder and in the search bar type "downloads."

9. Open the downloads folder & the correct date you downloaded your ebook.

10. Select the ebook.

11. It should now read "processing."

12. When processing is complete, go to your Google Play Books and select your ebook

13. You are now finished and can enjoy you ebook!

NOTE: If you have ordered multiple ebooks, after you enable PDF uploading, your subsequent downloads should automatically download to your Google Play Books library.

The system will only allow (3) download attempts so it is important that you read the instructions first, before you attempt to download your ebook.  As a security measure, the system also records the IP address of the user downloading the ebook.  Multiple download attempts from multiple IP addresses will trigger the system to lock your account as well.  This is to prevent unlawful distribution of the ebook file.

You may email support and in the subject box write "Ebook tech support."  Then, let us know what type of device you are trying to download your ebook to and provide us with a callback number where you can be reached.  Someone from our tech support team will call you back and assist you with adding your ebook/s to your reading app. on your device.  The call typically only takes about 1-2 minutes.

PAYMENT - faq

Frequently asked questions related to payments.

All payments are processed by PayPal & Shopify Payment Center.  We do not have access to your account information nor do we conduct the payment transaction.  There are times when multiple orders are being processed at once.  In rare cases, the system may be overloaded and record an error.  If there is an error reading during your purchase, please reach out to our Support team and ask if the order was received.  If the order has not been received, the pending charge showing on your bank transaction history will not go through and your bank will remove it from your account within a few business days.

Terms & Conditions

Updated February 9, 2020

Cancellations can only be made prior to your order being processed. Once an order has been processed and a tracking number has been assigned, we are unable to cancel the order. In cases where the customer wishes to still cancel the order after it has already been processed, please refer the below listed Return Policy as all terms and related fees will apply.

You have 14 calendar days to return the book from the date it was shipped. Only books that have been purchased directly from Black Castle Media Group, Inc. can be returned. The original packing slip MUST be included for processing. Books purchased through other retailers will not be accepted.  

Please ensure the book you are returning is repackaged & in its original new condition. The bookmark and packing slip must be included. Used books will not be accepted. Returns without the bookmark and packing slip will not be accepted. Shipping and Handling costs are non-refundable.

There will be a 20% processing fee for all returns due to the fact that we incur irreversible expenses once an item has been processed and shipped. Items returned in used condition will incur a processing fee of up to 50%. Damaged items will not be accepted and no refund will be issued. Customers are responsible for the costs related to the return of the item. An order is not considered returned until the item is in the possession of our Returns Department for processing. Items returned without the return postage being paid will be held by the Post Office until such payment has been made. These items will not be considered for processing or refund.

We encourage all buyers to double check and confirm all shipping information provided at the time of order as any orders returned by the carrier service due to the following reasons, will be subject to the same Terms & Conditions herein: Address undeliverable, Return to sender, recipient moved, Unable to forward, No such address and or number, Insufficient address, Not known, Unclaimed, Refused and or any other reason not associated with a processing error on the part of Black Castle Media Group, Inc. or product defect.  

The tracking information provided by a legitimate carrier (United States Postal Service, UPS, FedEx, Etc.) is relied upon 100% in our determination as to whether or not an order has been delivered to its destination. In instances where the tracking information states that the order has been delivered and the intended recipient states otherwise, the intended recipient must seek remedy with the carrier. Black Castle Media Group, Inc. does not provide refunds for orders where the carrier has confirmed delivery through their tracking system. Additionally, Black Castle Media Group, Inc. does not assume any responsibility for orders lost while in the possession of a reputable carrier. You must contact the carrier for remedy. Currently, Media Mail and Standard Mail are not insured by USPS; however, USPS Priority mail, USPS Expedited Mail and shipments via UPS and FedEx are covered.

Note: All digital ebook sales are final. Once the file has been delivered, no refunds or returns will be accepted. In addition, physical copies purchased and or bundled with digital ebook purchases are non-refundable and returns will not be accepted.