Customer Care FAQ
Frequently Asked Questions
Here are some of our frequently asked questions. Just click on the question to arrive at the answer. If your question does not appear on this page, please visit our comments page where you can e-mail us your question.
Home Delivery
- What happens if home delivery is not available in my area?
- What are the delivery times?
- When will my delivery begin?
Mail Delivery
Site Security
Customer Care Services
- Can I pay for home delivery with my credit card?
- How does the EZPAY plan work?
- How long does it take to implement a change of address or temorarily suspend my subscription?
- If I go on vacation and wish to temporarily suspend home delivery, will my account be credited?
- What should I do if my newspaper does not arrive or if sections are missing?
- Is
it necessary to call to restart my subscription after it has been temporarily
suspended?
What happens if home delivery is not available in my area?
The number of areas that receive home delivery is increasing every day. However, there may be areas where home delivery service is not available at this time. In that instance, we will offer you home delivery by mail so you can still receive all the news and views that only The Telegraph provides.
In most areas, the paper will be delivered by 6:00 A.M. on weekdays and 8:00 A.M. on Saturday/Sunday.
The lead time to start delivery on a new order varies by area. In most areas, new orders begin 3 days after the order request is received.
Why do mail subscriptions cost more than home delivery?
Mail subscription rates include costs for postage and for preparing the newspaper for postal service delivery.
How soon will my first newspaper be mailed?
Any mail subscription request including a new subscription, change of address or other customer care request can take as little as three days to be executed. The actual lead time could be more depending on the product and the day of the week the order is received.
Is my personal information safe?
Yes. Any personal information we receive from you is used only to provide you with the highest quality home delivery service available. All sensitive information such as credit cards or login information is encrypted for secure transmission. See our privacy statement for more details about the use of all information that you provide.
Can I pay for home delivery with my credit card?
Yes. And now when you enroll in our EZPAY plan you can receive 4 weeks free. Simply select the EZPAY option on our secure order form when renewing or ordering your home delivery subscription. Your credit/debit card (Visa, Mastercard, American Express, or Discover) will be automatically charged every 4 weeks. Nothing could be more simple and convenient!
Instead of receiving a bill, either your credit or debit card is charged monthly. The amount you are billed depends on the plan you choose. With your credit/debit card statements, you always have a record and your carrier receives full credit.
How long does it take to implement a change of address or temorarily suspend my subscription?
Any mail subscription request including new subscription, change of address or other customer care request can take as little as three days to be executed. The actual lead time could be more depending on the product and the day of the week the order is received.
If I go on vacation and wish to temporarily suspend home delivery, will my account be credited?
If you notify us in advance, we will suspend delivery, and your account will be credited for the time you are away. Visit our Delivery page to notify us of your vacation and to stop home delivery. The lead time to suspend an order varies by area. In most areas, suspensions can take effect in three days or less from the date you make the request. If you prefer, you can donate your vacation copies to students, through our Newspaper in Education program. You will be billed as usual for the period. For each copy you donate, at least two students will receive their own copy of The Telegraph. To donate your vacation copies, visit the Delivery page and sign up for the vacation donation program.
What should I do if my newspaper does not arrive or if sections are missing?
Notify us if your newspaper has not arrived by the guaranteed delivery time (6:00 A.M. Monday through Friday; 8:00 A.M. on weekends). Also, you may notify us of missing or damaged sections by visiting our delivery feedback page as well.
Is it necessary to call to restart my subscription after it has been temporarily suspended?
No, if you provide a restart date when you suspend delivery you do not need to call again to restart your delivery. However, if the restart date has changed, or was not provided when the account was suspended, you will need to speak to a customer care representative at (603) 594-6424.
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