Technical Questions

Q: I lost my password. How can I retrieve it?

A: If you are having trouble remembering your password, click on the link. "forgot my password". You will be prompted to enter your email address which you used to register your account with us. Your password will be e-mailed to you within two hours.

If you no longer have access to the e-mail address last registered on your account, you will be unable to retrieve your password online. Please call Customer Service at (866) 628-1038.

Q: I'm typing in my password correctly, but I keep getting an error.

A: Your password is case-sensitive and must be entered in exactly as it was recorded (an upper case "A" will be treated differently than a lower case "a"). Make sure your CAPS LOCK key is turned off. If you are still having problems, you can have your password e-mailed to you. CLICK HERE to get information on retrieving a lost password.

Q: What is a username?

A: Your username is the e-mail address with which you created your web account or the address you used when you placed your order. If you no longer have access to this e-mail address, please log in using the old e-mail address as your username - then follow the steps to change your e-mail address.

If you cannot remember your username, please call customer care at (866) 628-1038.

Q: How do I update my e-mail address or change my password?

A: Please sign in to using the e-mail address and password you registered with us, then go to the "My Account" section on the top right page. From there you can change your password or update your e-mail address. When you change your e-mail address, we will send a confirming e-mail to both your old and new e-mail addresses. Please be aware that when you change your e-mail address, that will become your new username.

Q: What are the suggested browser and settings for using this site?

A: This site is optimized for use on Internet Explorer 5.0 and Fire Fox 3.0 and above, with a minimum screen resolution of 1024x768.

We recommend leaving cookies and javascript enabled while browsing our site. Disabling cookies and/or javascript may interfere with your overall site experience. Cookies allow us to save settings such as your username and what you've placed into your cart. We use javascript elements within the site to provide you with a more intuitive and interactive experience.

Parts of the site contain elements of Flash, a free plug-in that is included with most browser installations. If you do not have Flash installed on your system and would like to install it, please visit

Some of our documentation is in Adobe Acrobat format, a free reader available from Adobe. If you do not have the Free Adobe Acrobat Reader, please visit and download the Free Acrobat Reader.

Please report any feedback or problems you may experience with using our site to

Q: I'm nervous about using my credit card online. Is my order secure?

A: Your name, address, credit card information, and all billing information are secured using SSL (Secure Socket Layers). Your credit card information is stored separately from your order to prevent unauthorized use. If you prefer, you may also call the toll-free numbers listed in the shopping cart to place your order.

Q: I receive an expired certificate warning when trying to purchase. Is there a problem with your certificate?

A: No. To verify our certificate status, click on the logo located in our shopping cart. Some unpatched older browsers are subject to a Y2K (year 2000) bug that causes the browser to report that the "Certificate Authority is Expired." The security of these browsers and our site will still function properly to secure your data. To avoid getting this warning, we recommend that you upgrade to a newer version of your browser.

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