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My payment was declined. What should I do?
Check Payment Details: Make sure all the payment information you entered is correct, including the card number, expiration date, CVV and billing address.
Verify Funds: Confirm there are enough funds or available credit on your account to cover the purchase.
Contact Your Bank: Banks and card companies sometimes decline payments for security reasons. Contact your bank or card company to make sure they aren’t blocking the transaction.
Try Another Payment Method: If the issue continues, try a different credit or debit card, or another payment option shown at checkout.
Update Payment Information: If your card has expired or you’ve received a new card, update your payment details.
Clear Browser Cache: Clearing your browser’s cache and cookies can fix some checkout errors.
Retry the Payment: After checking the steps above, try the payment again.
Contact Customer Support: If none of these steps work, contact us and we’ll help you complete your purchase.
Can I cancel the subscription associated with my purchase?
Yes. You can cancel your VIP membership at any time on our Cancel Membership page, or contact us with the email you used at checkout and we’ll cancel it for you.
Once it’s cancelled, you won’t be charged again.
How does the 3-day free trial work?
When you purchase from ChapterNest, you receive a complimentary 3-day trial of our VIP membership. You agree to the membership terms at checkout.
If you don’t cancel within the 3 days, your membership renews automatically at $39.99 per month until you cancel. You can cancel anytime on our Cancel Membership page.
I don’t recognize this charge. What did I purchase?
Charges from ChapterNest are usually for one of two things: your book order, or your VIP membership ($39.99 per month after the 3-day free trial that comes with your purchase).
If you’re still not sure, contact us with the email or the last 4 digits of the card used and we’ll look it up.
Why is there a charge from ChapterNest on my statement?
This charge is for a purchase made on chapternests.com, either a book order or a VIP membership charge after the 3-day free trial ended.
Check your inbox for an order confirmation from ChapterNest, or contact us and we’ll help you identify it.
Why wasn’t I informed about this subscription charge?
The VIP membership and its terms (a 3-day free trial, then $39.99 per month) are shown at checkout, and you agree to them before completing your purchase. Your order confirmation email includes the details too.
If you don’t want to continue, you can cancel anytime on our Cancel Membership page, and you won’t be charged again.
How do I request a refund for a subscription charge?
We’re unable to refund subscription charges once they have been processed. You can cancel anytime to stop future charges.
If you believe you were charged by mistake, contact us and we’ll review it and respond within 24 hours.
How do I request a refund for my purchase?
Contact us with your order number (in your confirmation email, starting with #) and the reason for your request. We’ll review it and reply within 24 hours.
Approved refunds go back to your original payment method and usually appear within 5–10 business days, depending on your bank.
What is your refund policy for your digital product/s?
Because our digital products are available to you immediately after purchase, we don’t offer refunds on digital products.
Subscription charges can’t be refunded once they’ve been processed, but you can cancel your membership anytime to stop future charges.
Do you offer refunds or exchanges on your digital product/s?
Digital products can’t be refunded or exchanged once purchased, since they’re delivered instantly.
If there’s a problem with your file, contact us and we’ll make sure you get a working copy.
Are my payment and personal information secure?
Yes. Our checkout is processed securely through Shopify and your payment details are encrypted. We never see or store your full card number.
What payment methods do you accept?
We accept major credit and debit cards, plus any other payment options shown at checkout.
How do I apply a discount code to my purchase?
Enter your code in the discount code box at checkout and click Apply. Your new total will show before you pay. Current sale prices are applied automatically.
I can’t place an order
Double-check your payment details and billing address, try a different card or browser, and clear your cache.
If you still can’t complete your order, contact us and we’ll help you finish it.
I haven’t received my order confirmation
Your order confirmation is sent to the email you used at checkout. Check your spam, junk and promotions folders.
Still can’t find it? Contact us with your name and email and we’ll resend it.
How do I purchase and download your digital product/s?
Choose your book, click the buy button and complete checkout. Your digital product/s are then delivered to the email you used at checkout.
Where can I find my download link?
Your download link is in the email sent to the address you used at checkout. Check your spam or promotions folder if you don’t see it, or contact us and we’ll resend it.
Can I read your digital product/s on my Kindle, iPad, or other devices?
Yes. Our digital products can be read on most devices, including iPads, tablets, phones and computers, and they can be sent to a Kindle.
What apps or software do I need to read my digital product/s?
Any standard PDF or e-book reader works, such as Apple Books, Adobe Acrobat Reader or the Kindle app. Audiobooks play in any standard audio player.
What format are your digital product/s available in and how can customers access them?
The format is listed on each product page. After purchase, you access your files through the download link sent to your email.
The downloaded file is corrupted
Delete the file and download it again from your email link, ideally on a strong connection. If it still won’t open, contact us and we’ll send you a new copy.
The download link is not working
Try opening the link in a different browser or device, and make sure you’re connected to the internet. If it still doesn’t work, contact us and we’ll send a fresh link.
What should I do if I have trouble downloading or accessing my digital product/s?
Check that your download finished, make sure your device has enough storage, and try a different browser or reader app.
If you’re still having trouble, contact us with your order number and we’ll help.
Are there any restrictions on how I can use my digital product/s?
Your digital products are for your personal use only. They can’t be resold, copied or distributed.
How many devices can I use to read my digital product/s?
You can read your digital products on any of your own personal devices.
I did not receive my physical book
When your order ships, you’ll get an email with tracking information. Check the tracking first, and look around your door, mailbox and with neighbors.
If your book still hasn’t arrived or arrived damaged, contact us with your order number and we’ll make it right.
How often do you release new digital product/s?
We add new books regularly. Join our email list at the bottom of any page to hear about new releases first.
Can I provide feedback or request specific digital product/s?
Yes, we’d love to hear from you. Contact us with your feedback or the books you’d like to see.
Are there any discounts or promotions available for bulk purchases?
Current promotions are shown on our product pages. For bulk orders, contact us and we’ll see what we can do.
Can I re-download my digital product/s from my order history?
Yes. Use the download link in your original delivery email. If you can’t find it, contact us and we’ll resend it.
How can I view my order history and re-download my digital product/s?
Log in to your account with the email you used at checkout to see your orders. To re-download, use the link in your delivery email.
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Submit a ticket here if you require further assistance. We will respond within 24 hours.
We are open Monday through Sunday, 9 AM – 5 PM EST.
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