1. Questions on ordering the Program or Upgrades?
2. I am unable to connect to the House Fairy Website: It says the Page Can Not Be Displayed
2. Error initializing XMLHttpRequest
3. Windows Vista and Internet Explorer 7?
4. How do I clear the cache/temp files of my internet browser?
5. What is the difference between the On Line and Computer CD & DVD versions?
6. Which should I order? On Line or the DVD?
7. Why are the videos choppy?
8. Can I download the videos?
9. How long do I have to wait to sign in after I purchase either program?
10. I didn’t get an email from you after I purchased the program.
11. I sent you an email but you didn’t respond!!
12. I don’t live in the United States. Can I purchase the program?
13. I don’t want to use a credit card. Is there any other way to purchase?
14. I tried to order but it won’t accept my credit card.
15. I have three children. How many programs do I need to buy?
16. My children are nine and fourteen. Will the program work for both of them?
17. Can I purchase the House FairyTM Program as a gift for someone else?
18. Help. I forgot my Password.
19. I purchased the program but I can’t see the videos.
20. I purchased the program but can’t hear the videos.
21. I purchased the program but the videos are choppy.
22. I can’t print some of the great tools in the Parents Tool Box.
23. Will the DVD version work on my MAC?
24. I don’t have that fancy font the House Fairy uses. Where do I get it?
25. Terms and Conditions
Questions on ordering the Program or Upgrades?
House Fairyland is where you may order the House FairyTM program and a host of other excellent tools for parents and children. For some programs you will be asked to include the email address and password you would like to have assigned to your online account. Please allow 24-hours for the Customer Care Elves to process your order and create your online account. Over weekends & holidays please look for your account welcome email the next following business day...even elves need a day off.
I am unable to connect to the House Fairy Website: It says the Page Can Not Be Displayed ?
This is an issue that we first received complaints of the first week of February 2008. we have a limited number customers who are experiencing the same concern and are working diligently to resolve it.
To assist in that resolution we need some help from you.
Please visit this website: http://www.whatsmyip.org/ and write down the IP address that is displayed at the top of the page; we need you to email that to us.
Please visit the website: www.network-tools.com; once at that site there should be a green dot in the left column where it reads "Trace". In the field below enter this: 209.62.116.8 then hit the submit button. Please copy the results and paste them in to an email from us along with the information about your IP above.
Please visit the website: http://www.cogentco.com/htdocs/glass.php; once there should be a click the button next to where it reads "Trace". In the Host Name or IP Address field enter this: 209.62.116.8 then hit the submit button. Please copy the results and paste them in to an email from us along with the information above.
Please visit the website: http://ipsla.savvis.net/trace.jsp; once that site please use the drop down to select the closest major US city to you, then enter in the To: field: 209.62.116.8 then hit the submit button. Please copy the results and paste them in to an email from us along with the information above.
Once you have put all this information in to an email to us we will use it to assist in resolving this concern. While the bulk of our 12,000+ customers (about 98%) are able to access the website with no issues we want to ensure that the 2% of customers effected are able to as well.
Please email this information to customercare@thehousefairy.org
Thanks for your help
Douglas Heidland
Senior Technical Engineer
House Fairy Customer Care & Support
Error initializing XMLHttpRequest
You'll need to visit the Microsoft Support pages and download and install and XML update.
Windows Vista and Internet Explorer 7?
With the release of Windows Vista and Internet Explorer 7 we've received a number of questions relating to videos our sound not working properly. Each situation is unique and there is not a quick fix available from Microsoft as of yet. Please contact us at customercare@thehousefairy.org so that we can document your issue and work towards a resolution.
How do I clear the cache/temp files of my internet browser?
Due to the varied number of browsers we have created a special page just to assist you in clearing out temporary internet files cache. Please click this link: Cleaning My Cache!
What is the difference between the On Line and Computer CD & DVD versions?
Basically they are the same. Occasionally there will be updates added and they can be accessed immediately with the On Line version. Updates to the Computer CD version will be offered at a nominal cost (see the House Fairyland Store for details.)
Which should I order? On Line, Computer CD, or the DVD?
If you can not successfully see the videos when you go on the website you should NOT order the On Line version until you have updated your system and are able to view the videos properly, If, after updateing you still can not view the videos you should order the DVD version.
Why are the videos choppy?
If you have dial-up, less than high speed internet, or too many programs running on your computer at the same time, you will not be able to correctly view the videos on the website. We created a DVD version for those who don’t have high speed. You will be able to view all the high quality videos on your computer DVD Drive or DVD player with this versions.
Can I download the videos?
No, they are not designed to be downloaded, they are viewable online or from the DVD.
I read it will take 2-3 weeks to get the Computer CD / DVD version. What if I don’t want to wait that long?
If you have a Paypal account you can pay there immediately. Go to www.PayPal.com and choose the "Send Money" tab, and send it to cleanroom@housefairy.org. We’ll ship it right away. Please do not email us at this address, if you need to contact us please us customercare@thehousefairy.org
We can overnight the DVD to you in the United States for an additional $15, OR second day air for an additional $6.
OR
You can email us that you are sending a check and we’ll ship it right away. We won’t wait for your check to arrive. Tell us if it is $6 ($16 international) for an upgrade if you have already purchased the Complete Program, or for $16($20 International) if you haven’t purchased the Complete Program yet. Also tell us if you want it expedited and add that amount.
How long do I have to wait to sign in after I purchase either program?
If you have ordered between Monday and Thursday, Please allow us 24 hours to create your account using the email address and password you entered on the order page. Orders Placed on Friday, Saturday, Sunday, or on holidays will be processed the next business day.
I.E. If you ordered from the House Fairy on Friday afternoon, please expect your welcome email the following Monday afternoon.
If you are unable to sign after the appropriate amount of time (as stated above) please contact us at customercare@thehousefairy.org
I didn’t get an email from you after I purchased the program.
We have discontinued the Welcome Email in favor of automatically processing your order and creating your account. You should receive an emailed receipt for your purchase. Again, please allow us 24 hours to create your account. Be sure to write down the password you entered in the House Fairyland order form.
I sent you an email but you didn’t respond!!
We answer all emails promptly. Please make sure your email box is not full and make sure you don’t have an email blocker. If you do not receive a reply from us within 24 hours of emailing us please send an email to customercare@thehousefairy.org; our excellent Customer Care & Support will respond to you in a very timely manner.
I don’t live in the United States. Can I purchase the program?
Yes, simply follow the directions on the store page for ordering outside the US. Also please include your international shipping address when you fill out your purchasing information.
I don’t want to use a credit card. Is there any other way to pay?
Yes, if you have a Paypal account you can pay that way. Please be sure to include the email address you would like to use for your Log-In ID and your password. You can also send a check to: House FairyTM, PO Box 1872, Woodland, WA 98674. Make sure you include your email address and your password. See the mail order form on the website.
I tried to order but it won’t accept my credit card.
Put in the credit card numbers with no spaces and no dashes between numbers.
I have three children. How many programs do I need to buy?
Just one! We designed different forms so you can customize them for each child.
My children are nine and fourteen. Will the program work for both of them?
The program was designed for children two through ten. If you look at the testimonials you’ll see success stories with teenagers also, but it works best with two to ten year olds. We find many older children will go along with the program and serve as a role model and they like getting surprises.
Can I purchase the House FairyTM Program as a gift for someone else?
Yes you can. Before you order you need to determine if they have a fast enough internet connection so you can decide if you should order the On Line version or the DVD version. To complete ordering the House Fairy program as a gift follow these simple steps.
Order the House Fairy Program using your informaiton. As soon as the order is processed send an email to customercare@thehousefairy.org and let us know that you have just ordered the program as a gift. Customer Care will provide you a link to update the shipping, login, and password information from your order and, once fully processed, you will be CC'd on the welcome email to your gifts recipient.
Help. I forgot my Password.
If you email us the password you selected we can enter it manually, or we can create a new one for you, or you can change your password yourself using by clicking here Note: you must use the email address you currently use for your log-in ID. .
I purchased the program but I can’t see the videos.
First, make sure you have signed in and are on The Complete Program Page. If you click on the thumbnails and can’t see the videos. Update your windows media player. That should solve it. If it does not please contact our Customer Care & Support Team at customercare@thehousefairy.org
I purchased the program but can’t hear the videos.
Update your windows media player. That should solve it. If it does not please contact our Customer Care & Support Team at customercare@thehousefairy.org
I purchased the program but the videos are choppy.
There are a number of factors that could cause this. The easiest way to resolve this is to press the pause button when the video first opens and allow the streaming to load the full video, then press Play.
If you feel you need the DVD version. You can send a check for $8 to: House FairyTM, PO Box 1872, Woodland, WA 98674. Or if you have a Paypal account you can pay the difference that way.
I can’t print some of the great tools in the Parents Tool Box.
To print the Parents Tool Box items you need Microsoft Word and the Adobe Acrobat PDF reader. If you don’t have Microsoft Word go to this website and you can download a Microsoft Word viewer.
You can download the PDF reader for free at www.adobe.com. Also, when you are on that page click refresh on your browser or the F5 key and then try to print them.
Will the DVD version work on my MAC?
We have had several MAC owners tell us it works just fine.
I don’t have that fancy font the House Fairy uses. Where do I get it?
It is Curlz MT. You might already have it in Word. If you don’t here are the directions on the Microsoft website for downloading fonts. This font is available from our Parents Toolbox page.
1. Close any open Windows applications, such as Microsoft Word or Microsoft Outlook.
2. In Control Panel, click Appearances and Themes.
Note: If you are using Control Panel Classic view or Microsoft Windows 2000, double-click Fonts and then go to step 4.
3. In the task pane, under See Also, click Fonts.
Note: If a folder tree appears instead of the task pane, click Folders on the toolbar, and then under See Also, click Fonts.
4. On the File menu, click Install New Font.
5. In the Drives list, click the drive you want.
6. In the Folders list, double-click the folder that contains the fonts you want to add.
7. Under the List of fonts, click the font you want to add, and then click OK.
Terms and Conditions
This web site and membership email messages are provided for your information and enjoyment and we hope you enjoy using them. Please browse the web site and make use of its various features. We encourage open, honest, respectful communication between all our members. Be aware, however, that your use of the web site and membership email messages is subject to the following terms and conditions. If you do not agree to these terms and conditions, do not use this web site and do not register as a member.
1. Trademarks, Copyright, and Restrictions: House Fairy, Inc owns the copyright or has a valid right from a third party, including Sidetracked Home Executives, Inc., Pam Young, and Peggy Jones and The Brat Factor, Inc. for all material, logos, names, trademarks, images, and illustrations on the web site and in the membership email messages. You may download one copy of online material for non-commercial personal use only, provided you also keep all copyright notices contained on the materials. You may not, however, copy, reproduce, republish, upload, post, transmit, or distribute the online or email materials, including text, logos, images, or trademarks in any way without prior written consent of House Fairy, Inc Any unauthorized attempts to modify the online or email material, to defeat or circumvent our security features, or to use House Fairy, Inc web sites and email messages for other than their intended use is prohibited.
2. Limitation of Liability: Your use of and browsing in the House Fairy, Inc websites and membership email messages are at your own risk. House Fairy, Inc, its employees, or any other party involved in creating, producing, or delivering the House Fairy, Inc websites and membership email messages are not liable for any direct, indirect, special, incidental, consequential, or punitive damages arising out of your access to, or inability to access or use the House Fairy, Inc website and email messages. House Fairy, Inc also assumes no responsibility, and shall not be liable for, any damages to your computer, or viruses, worms, Trojan horses, or other codes that may infect your computer equipment or other property on account of your access to, use of, or browsing in the House Fairy, Inc sites or your downloading of any materials, data, text, images, from the House Fairy, Inc web sites and membership email messages.
3. Submissions: Any communication or material, including data, questions, comments, postings, products, materials, or suggestions you transmit to House Fairy, Inc and its web site by electronic mail or otherwise, will become the exclusive property of House Fairy, Inc and may be used for any future purpose including, but not limited to, developing, manufacturing, and marketing products using such information. We will not review or consider any unsolicited creative submissions. Please understand that this is to avoid the chance of future misunderstandings in the event that ideas, products, or projects created by House Fairy, Inc might seem to others to be similar to their own ideas or creative work. Therefore we ask that you do not send us any creative ideas, products, or suggestions. If, despite our request, you do send us a submission electronically or by any other means, it shall become the property of House Fairy, Inc. No submission will be subject to any obligation of confidence by us, and we will not be liable for any use or disclosure of any submission. We will exclusively own all known or later-existing rights to the Submission worldwide, and will be entitled to the unrestricted use of the Submission for any purpose without compensation to the provider of the Submission.
4. Postings: You are solely and fully responsible for any content that you post on any area of this web site. House Fairy, Inc does not allow material or links to material that is threatening, abusive, harassing, defamatory, obscene, vulgar, profane, or pornographic. Swearing, posting other people’s private information, and postings that violate copyright law are not allowed. House Fairy, Inc reserves the right to delete or edit any postings that do not, in our sole discretion, meet the Terms & Conditions. House Fairy, Inc will terminate the memberships of users that violate these rules.
The opinions and views expressed by the members do not necessarily represent those of House Fairy, Inc House Fairy, Inc, does not verify, endorse, or vouch for the content in the material posted by members.
Although House Fairy, Inc may from time to time monitor and review discussions, chats, postings, or other transmissions to its web sites, House Fairy, Inc is under no obligation to do so and assumes no responsibility or liability arising from the content or for any error, defamation, libel, slander, omission, falsehood, obscenity, pornographic, illegal, or profane material, or material that could constitute or encourage conduct that would be considered a criminal offence, give rise to civil liability, or otherwise violate any law. House Fairy, Inc reserves the right to delete or edit any postings that do not, in our sole discretion, meet the Terms & Conditions of this web site. House Fairy, Inc will cooperate with any law enforcement authorities or court order requesting or directing House Fairy, Inc to disclose the identity of anyone posting any such material or information. House Fairy, Inc may also disclose such information if it has a good faith belief that such disclosure is necessary to protect the rights, property, or personal safety of House Fairy, Inc, its employees, its members, or the public.
5. Web Site Content: House Fairy, Inc reserves the right to edit, delete, or add to any content on its web site or its membership email messages at any time without prior notice to users and members.
6. Use of this Site and Membership: All House Fairy, Inc services, including, but not limited to, this web site and the membership email messages are provided on an "AS IS" basis WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS, IMPLIED, CONSTRUCTIVE, or STATUATORY, INCLUDING, WITHOUT LIMITATION, ANY IMPLIED WARRANTIES OF MERCHANTABILITY, NONFRINGEMENT OR FITNESS FOR A PARTICULAR PURPOSE. Some jurisdictions do not allow the exclusion of implied warranties, so this exclusion may not apply to you in full.
7. Advertisers, Sponsors, and Links to Third Parties: To ensure House Fairy, Inc’s services remain low cost to its members, advertisements and sponsorships may appear on the web site without prior notice. As a convenience to you, we may provide links to third party’s web sites. Those web sites and parties are beyond our control. We make no representations as to the content, quality, suitability, functionality or legality of any sites to which we may provide links, and you hereby waive any claim you might make against us with respect to such sites and their operators. You may order services or merchandise through links on our sites from persons not affiliated with us. All matters concerning the merchandise or services, including but not limited to purchase terms, payment terms, warranties, guarantees, maintenance and delivery, are solely between you and the merchants with whom you chose to do business. We make no warranties or representations whatsoever with regard to any goods or services provided by those merchants. You will not consider us - nor will we be construed as - a party to such transactions, whether or not we may have received some form of revenue or other remuneration in connection with the transaction. Nor will we be liable for any costs or damages arising out of any transaction (whether directly or indirectly) between you and any other person.
8. Privacy: Please refer to House Fairy, Inc’s Privacy Policy for information on how House Fairy, Inc protects your personal privacy.
9. Revision of Terms & Conditions: House Fairy, Inc may at any time revise these Terms & Conditions by updating this posting. Please revisit this page to review the then Terms & Conditions. Your use of this web site reaffirms your continuing agreement to the then-current Terms & Conditions.
10. Return Policy
General Return Policy
All of our products have a one year warranty from the original purchase date, with the exception of time-sensitive products. You may return new, unopened items within one year of delivery for a full refund of the cost of the items, except for items listed in the exceptions area below. Shipping and Handling charges are non-refundable. All refunds require that you have a receipt or we can find your order records (please provide the date of the original order, the method of payment, how the order was placed [via telephone, fax, mail or internet], full name and shipping address on the order, and order number, if applicable). Items should be returned in their original packaging. Our return address is House Fairy, Inc, PO Box 1872, Woodland, WA 98674. If you have been corresponding with the House Fairy regarding a return, please enclose a copy of the most recent email, as well; otherwise, please send a note indicating the reason for the return and whether you are asking for an exchange or refund.
Exchanges
If you received a faulty item and need to exchange it for the same item, please email cleanroom@housefairy.org to request replacement instructions. We must receive the faulty item prior to replacement. Please note that it takes us 3 to 5 business days to process returns once they arrive at our Returns Center. Once the return has been processed, please allow 2 weeks for delivery in US and Canada, 4 weeks for overseas.
Exceptions
CD's or DVD's - We will accept returns, for a refund, within 45 days of the purchase date - providing the package has been unopened. If the item has been opened, it can only be exchanged for the same item that was purchased.
Books - Books are non-refundable. Defective books will be exchanged in accordance with our exchange policy.
The section headings and title paragraph used within the Terms & Conditions are for convenience only and shall not be given any legal import whatsoever.
Copyright 2006-2007 House Fairy, Inc All Rights Reserved
