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Website Questions
Your complete satisfaction is guaranteed. If you are not pleased with your electronic download purchase for any reason, please notify customer service.
How can I find out what electronic downloads I've already ordered? (electronic download product only)
You can easily see previous electronic download purchases on Clotilde.com by logging into your account on the site and checking "My Bookshelf."
If you've forgotten your username or password, fill out the Forgot Your Password form here.
Once logged into your account, click on "My Bookshelf" to see images of your previous electronic download purchases.
At this time we do not retain a record online of your physical purchases.
When I tried to check out, I received an invalid cookie error that said my logon ID may be in use by another user. What does this mean?
The cookie is based on what you have in your shopping cart in the browser. If you tried to add something without allowing the browser to update after a previous addition, you may receive this error. Unfortunately, this also means you have to start all over again. Hit the back button on your browser and make a note of the products in your shopping cart. It's best to close your browser and open it again to allow the cookie to expire. Add the products back to your cart and proceed to check out.
I can't get my credit card number to work, what is the problem?
Incorrect information may have been entered at the time the order was placed. When entering your credit card number in the check out form, make sure you do not include any dashes or spaces, only numbers. Remember to select the expiration date shown on your credit card and don't forget to update your account information when issued a new credit card.
Debit cards must be the type that is usually referred to as a check card. If you are using a debit card, that does not have a credit card logo on it, this will not work; the type of card referred to as an ATM card will not work.
Prepaid credit cards issued by a major credit card company are accepted.
During check out I received the following message "Unable to Contact PayPal to Authorize Credit Card -- Please try again later." What does this mean?
The PayPal validation server may be experiencing heavy traffic. This is generally a very short-term problem and re-submitting your order immediately will usually result in a successful transaction.
My claim code is not working. What can I do?
If you require assistance due to technical difficulties, please contact customer service.
How do I get special discounts and offers from Clotilde.com?
It's easy! Send us your e-mail address, along with your request to be added to our mailing list, by completing our online form.
How do I contact customer service?
If you cannot find an answer to your question in our Customer Service section, please fill out our customer service request form.
My e-mail address changed, how do I let you know?
Click on the Customer Sign In link on the left side of the page, sign into your account and modify your e-mail address. Then the next time you visit the site, log in with your new e-mail address.