If you are charged in error, which is nearly impossible since you created the order, we will investigate and refund any erroneous charge. If the download of a book, chapter, or product did not successfully complete, please contact us immediately. We will investigate to confirm your order and either provide guidance on how to download the product, or send you the product via email. If a hard copy of a book is damaged during shipping, speak to your mailman. If a hard copy book is defective in some other manner other than shipping, please contact us immediately. We will ship a replacement copy only after we have received the defective copy back from you (at your shipping expense). All other sales are final and no cancellations will be honored.