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SUPPORT & FAQS
Have a question about your account,
purchase, downloading, printing or something else?
Please check out our Frequently Asked Questions below.
Due to the digital nature of WholeHearted School Counseling’s products, we do not offer refunds. This policy is in line with the standard practice for digital downloads, ensuring that both the creator’s rights and the integrity of the product are maintained. We appreciate your understanding and encourage you to review your order carefully before completing your purchase.
Do I need to create an account to purchase resources?
Yes, in order to purchase resources, you will need to create an account at check out. You will set your own username and password. This will allow you to access any products that you buy by logging in and downloading (or re-downloading) at any time.
How do I sign in to my account?
Once you have created an account, you can access it by clicking on the “Sign In” link located in the top of the store menu (next to the heart lock).
I forgot my password
There’s a “Lost Password” link on the Sign In page you can use. Also, be sure that you’re signing in with the correct email address that you used when you first signed up!
How can I purchase WholeHearted resources?
You can buy our products at our SHOP HERE. Or you can purchase resources at Teachers Pay Teachers, too.
What form of payments do you accept?
PayPal and all major forms of credit cards.
Do I need a Dropbox account to access my purchases?
Nope! Even though we house all of WholeHearted’s products on the Dropbox server, you do NOT need a Dropbox account to access your purchases.
I’m having trouble finding the file. Help!
Most of WholeHearted’s products are compressed into a ZIP folder. A ZIP file is a compressed folder that includes multiple smaller files.
To “unzip”, or extract the files either: 1) double-click on the ZIP folder, and then open up each individual smaller ones or 2) right-click on the ZIP folder and choose “extract all.”
Please note: many people have trouble opening up files on a phone or tablet due to the size of each resource. We suggest that you use a laptop or desktop to download and open your products.
How do I access my purchases?
Once you make a purchase, we will email you a receipt that contains the link(s) to download your resource(s).
Also, when you are checking out, you will be given the option to either create an account or log into an existing account.
When you sign in to your account, you’ll also be able to access the links to download your resources at any time, as well.
Why isn’t the resource downloading?
Chances are if you’re having trouble downloading a resource, it’s because of a poor internet connection (or if you are using a phone or tablet, the file size is just too big for that device.)
Try downloading again when you have a stronger connection. Or you can also try using a different browser and/or closed down any tabs or programs that might be consuming limited bandwidth.
Where is the Google™ file?
Many of the resources include access to digital Google™ files. If you purchased a product that includes a Google™ file, the link to access it is located in a PDF file, most likely containing either “digital”, “google” or “instructions” in the file name.
What if I’m being asked for a password to open or print the file?
If you’re being asked for a password to open or print the resource, it’s most likely due to the PDF reader. Try this instead: 1) Right click on file. 2) Choose “open with”. 3) Choose “Adobe”. That should do the trick!
Why does the resource look fine on my screen but not so much when I try to print it?
First off, make sure that you are using an updated version of Adobe Acrobat. Then: 1) Click “Print”. 2)Select “Shrink Oversized Pages” in the “Page Sizing and Handling” section if needed. 3)Click on “Advanced”. 4)Chose “Print as Image” box. 5)Print!
What is a custom Bundle?
When you purchase 8 or more resources from the WholeHearted store, you will automatically receive 30% off at checkout!
With whom can I use and/or share this resource with?
Please read through our Terms of Use HERE.
At Wholehearted School Counseling, all resources are delivered electronically as digital files. As such, all sales of digital resources are final and non-refundable.
Refunds and Customer Errors
Refunds will not be issued for:
- Purchasing the wrong product.
- Failing to download the files within the provided timeframe.
- Compatibility issues caused by outdated or unsupported software.
Troubleshooting Issues
If you encounter an issue with your purchase:
- Please consult our FAQ page for common troubleshooting tips.
- If the issue persists, contact us via email at [email protected] or reach out to us here.
Our team is committed to resolving technical issues. We will:
- Provide alternate download links if needed.
- Assist with troubleshooting to ensure you can access your files.
Replacements
If your files are corrupted or fail to download, replacements will be provided at no additional charge.
Agreement
By completing your purchase, you acknowledge and agree to this Refund & Return Policy.
Digital Products
All resources are delivered electronically as DIGITAL files / downloads, and no physical products will be shipped to you.
Digital products are available for download immediately after purchase. You will receive an email with a download link. Please check your spam or promotions folder if you don’t see the email within a few minutes of purchase. At any time you can also always access your purchased files by logging into your account and click on your Downloads.
For assistance, contact us at [email protected].
Physical Products
Shipping Locations
We currently ship physical products globally.
Processing Times
Orders for physical products are processed within 2 business days after payment is received. Once your order is processed, it will be handed over to our shipping carrier.
Estimated Delivery Times
Delivery times vary based on your location and the shipping method selected at checkout. Typical delivery times are 5-10 business days.
Shipping Costs
Shipping costs are calculated at checkout based on the weight of the product and the destination. Any applicable taxes or customs fees are the responsibility of the customer.
Tracking Information
Once your order has shipped, you will receive a confirmation email with a tracking number to monitor your package’s progress.
Important Notes
- Please ensure your shipping address is accurate at checkout to avoid delays or lost packages.
- We are not responsible for shipping delays caused by the carrier, weather, or other unforeseen circumstances.
- If your package is returned to us due to an incorrect address, additional shipping charges may apply to resend the package.
Damaged or Lost Items
If your physical product arrives damaged or is lost in transit, please contact us at [email protected] within 7 days of delivery. We will work with you to resolve the issue promptly.
Contact for Questions
For any questions or concerns regarding shipping, please contact us at [email protected]
Please visit our dedicated Hub FAQ page for questions about our monthly and annual membership programs here
At WholeHearted School Counseling, we are happy to support schools and educational institutions by accepting Purchase Orders (POs) under the following conditions:
Digital Products and Memberships
We gladly accept POs for digital products and memberships. To ensure timely delivery, schools must provide the following information when submitting a PO:
Name and email address of the individual who will receive the membership or digital product.
PO number and product details for accurate processing.
Once this information is received, we will activate the membership or deliver the product electronically via the customer’s registered account on our website. Please note that once digital products are electronically delivered or memberships are activated, they cannot be refunded.
Membership Renewal Policy:
All memberships are set to automatically renew unless canceled before the next billing cycle.
For annual memberships, the renewal will occur one year from the date the membership is activated.
Schools can manage or cancel their memberships at any time by logging into their account.
Payment Options:
Direct Purchase: Schools can purchase products directly through our website. A receipt and download link will be automatically sent upon checkout. Stripe (the payment processing service that we use) will also automatically email a payment receipt to the provided email address after a successful purchase.
Payment via PO: Once a valid PO is received with the required account holder information, we will process the order and issue an invoice. Payment must be completed within the agreed terms.
Physical Products (if applicable)
For physical products, we accept POs with the following terms:
Net 30 Payment Terms: Payment must be made within 30 days of the invoice date via our website.
The PO number must be referenced on the invoice and any communication related to the order.
Orders will be shipped once the PO is processed.
Submitting a Purchase Order
Please include the following information on all POs:
School name and billing address
Contact person’s name, phone number, and email address
Name and email address of the account holder for memberships or digital products
Product names, quantities, and total amount
PO number
POs can be sent to: Email: [email protected]
Payment Instructions
Payments can be made securely through our website at: https://wholeheartedschoolcounseling.com/shophome/
If your school requires alternative payment arrangements, please contact us directly to discuss options.
Questions?
If you have any questions about this policy or need assistance, please contact us at: Email: [email protected]
Thank you for choosing WholeHearted School Counseling!
-Anita
Please contact WholeHearted HERE. We will get back to you shortly. Hope this finds you well!
