Policies

Last Updated: May 16, 2012

This page contains a summary of relevant policies when purchasing products on our website, and for using our service to distribute your work.

Order Policies

Payment Methods
Cancellations
Updating an Order
Shipping
Lost Orders
Returns
Service Refunds
Sales Tax
Privacy Policy
Fraud

Payment Methods

Credit Cards and Debit Cards
We accept MasterCard, VISA, American Express, and Discover credit cards. Debit cards associated with these institutions are also welcome.

Problems with Your Card
If you have trouble completing your order using your credit or debit card it may be due to:

  1. Mistyped information, such as your name, address, or credit card number.
  2. Using an expired credit card.
  3. Insufficient funds.
  4. Your billing address not matching what's on file with your credit card company or bank. To prevent fraud, our automated online system will not accept orders if the billing address in your order does not match what is on file with your credit card company or bank.
  5. An incorrect CVV code. American Express cards contain a four-digit CVV code on the front of the card. The CVV code on all other cards is on the back (near the signature strip) and is the last three digits of a seven-digit string.

Cancellations

To cancel an order, send us a support request. After an order has been manufactured, it cannot be canceled. Check on the status of your order on the View My Purchases page in your account.

Updating an Order

Orders cannot be changed after they are placed. If you ordered the incorrect title or the wrong quantity of items, or if you want to use a different credit card, contact us to cancel your order. (Orders can only be canceled before the items have been manufactured.)

After canceling your order, remember to place a new order with the updated title, quantity, or credit card information.

Shipping

Before confirming a purchase, you'll choose a shipping speed for your order, which includes shipping prices and estimated delivery dates. Production timelines may vary from order to order.

Expedited shipping options may not be available at the time of your purchase, or may be limited due to your shipping destination. UPS and FedEx do not ship to P.O. boxes.

We will send a shipment confirmation to the e-mail address in your account. This e-mail contains your order's details, along with the shipping method for your order. If your order was assigned a tracking number, this number will show within the View My Purchases section of your account.

We don't ship to certain countries.If we don't ship to your address, you will be notified after entering your shipping address.

Shipping and handling rates vary based on:

  1. Destination
  2. Package weight
  3. Shipping speed

For specific shipping costs, please go through the checkout process on our website. Your shipping details will show before the final confirmation of your order and before any charges are made to your credit card.

Shipping rates are subject to change without notice based on carrier rate fluctuations.

Lost Orders

If you think your order may have been lost, first please check the View My Purchases section of your account to see if your order was assigned a tracking number. If a tracking number has been provided, visit the appropriate carrier's website for additional information.

Please allow 24 hours from the receipt of your shipment confirmation before checking your tracking number.

If you have checked with USPS, FedEx, or UPS and have found no record of your order after 24 hours, please contact customer support.

Returns

CreateSpace stands behind the quality of our products and services, offering a satisfaction guarantee. If for any reason, you are dissatisfied with a manufactured product, we will correct any defects or refund the amount you paid to us if we're unable to resolve the issue to your satisfaction.

To request a replacement or refund for your order, contact Member Support within 60 days of the date the units are delivered to you. (Member errors, such as typos, or any other internal or external design issues that are outside of our control are not eligible for return or refund.)

Replacement
You can request a replacement for your purchase within 60 days of the order ship date for either of the following two reasons:

  • We sent you the wrong item
  • The item you received is defective (including damaged in transit, disc compatibility issue, or book defect)

Once you contact Member Support, we will send a replacement, along with a postage-paid mailing envelope for return of the wrong or defective item.

For large bulk book orders, we may ask that you return samples of the defective books along with the book covers of the remaining items.

Refund
To receive a refund for your book or disc order, you must return all defective copies to us. Once you contact Member Support, we will arrange for the shipping of the returned units and issue a refund once we receive them.

Service Refunds

If you are dissatisfied with a CreateSpace service we will do everything we can to make things right or refund your money. Certain restrictions apply.

Sales Tax

You may be charged sales tax depending on your order's destination. Contact support for a list of states where sales tax is charged or to request reseller information.

Privacy

We value your privacy—please see our Privacy Policy for complete details.

Fraud

We monitor accounts for fraudulent activity. Accounts may be suspended or terminated if fraudulent activity has been reported or identified.


Additional Member Policies

This is a summary of several important points, some of which are also found within the Member Agreementt. This page is for reference only, and all the terms and conditions of the Member Agreement take precedence over the information provided here. For specific details on the rights and responsibilities of CreateSpace and our members, please see the Member Agreement.

Copyright and Proof of Ownership
Privacy
Acceptable and Unacceptable Content
Payments
Hosting for Streaming Trailers
Source Materials
References
Logo Usage
Amazon.com and Amazon Europe Detail Pages

Copyright and Proof of Ownership

We offer a service by which legitimate owners of content can produce and distribute their work. We require that all our members possess the necessary rights to sell and distribute their material through our service, and we expressly prohibit them from using our service to offer content that infringes anyone's intellectual property rights, especially copyright. Please see our Copyright Guidelines for additional details about copyrights.

Our service is designed to prohibit members from offering content to which they do not own rights. If you believe that such a violation of your intellectual property rights has occurred, please follow the procedures at Intellectual Property Rights.

Privacy

We respect your privacy. Under normal circumstances, we will not sell, rent, or give any of your identifiable personal information to any third party. The exception to this is that if a third party should credibly allege that you have violated their Intellectual Property Rights we may share your information with them. We also will comply with all legally mandated disclosures of information, including criminal investigations.

Please be aware that your eStore is not private. We do not control who may access your eStore or who may order your titles. For more information about other Privacy policies, see the Member Agreement and our Privacy Policy.

Acceptable and Unacceptable Content

We do not allow materials that would typically be classified as "X-rated" to be sold through our service. For more specific details on acceptable and unacceptable content, please see the Member Agreement.

Payments

View your sales reports in your account to see the status of your titles and your royalty earnings.

Royalty Accrual

Your royalties accrue separately for each List Price currency you set. The List Price currency is determined by the location where your title was manufactured. If you have accrued royalties in all channels and have met the minimum payout threshold for check or draft, you will receive three separate payments. The following table shows how List Price currency accrues into a Royalty Payment.

U.S. Dollars (USD) British Pounds (GBP) Euros (EUR)
Amazon.com Amazon Europe, manufactured in the U.K. Amazon Europe, manufactured in Europe
E-Store    
Expanded Distribution    

Payment Options

While your royalties accrue and are paid separately, you may choose to have your payments converted:

Via Direct Deposit
  • USD - to bank accounts in the U.S.
  • GBP - to bank accounts in the U.K.
  • EUR - limited to bank accounts in Germany, France, Spain, Portugal, Belgium, and the Netherlands

Conversions of payments are handled at rates determined by our bank and are inclusive of all fees and charges for the conversion.

If you choose to not receive your payments electronically via direct deposit, your payment will be paid in the List Price currency from the location where the title was manufactured (see table above). For example, if your title(s) were sold in the Amazon Europe channel and manufactured in the U.K., you would receive royalties in GBP. Non-electronic payments do not have the ability to be converted. If you have accrued royalties in all channels and met the minimum payout threshold for check or draft, you would receive three checks, one in USD, one in GBP, and one in EUR. Additionally, non-electronic payments for countries where direct deposit is an option (U.S., U.K., Germany, France, Spain, Portugal, Belgium, and the Netherlands) will incur an additional check handling fee of $8/£8/€8 depending on the payment currency. This fee is waived for members in countries where direct deposit is not an option.

Payment Schedule

Your payment schedule depends on the type of media you sell:

Books, CDs, and DVDs:
We pay your royalty for a given month's sales at the end of the following month. For example, you will receive your royalty payment at the end of March for the sales you made in February. This 30-day period allows for any sales revenue collections, customer returns, and payment processing.

MP3 and Video Downloads:
We pay your royalty for a given month's Amazon MP3 and Amazon Video On Demand sales approximately 60 days after the end of the month in which the sales were made. For example, you will receive your royalty payment at the end of April for all sales made in February. This 60-day period allows for any sales revenue collections and payment processing.

Minimum Payment Amounts
If paid by check, your royalties must meet a minimum payment amount* before we'll send your earnings. If they don't, we'll keep a running total and once the amount exceeds the threshold, payment will be made to you in the following month.

*Any applicable tax withholding or transactional/check fees will be calculated on the gross amount of your royalty payment and applied before payment is made. Therefore, the minimum payment threshold is the amount reached after any tax withholding or check fees have been applied.

Hosting for Streaming Trailers

As part of your DVD eStore, we provide hosting for a streaming trailer. You can create your own trailer through title setup in your Member account. We don't charge you any extra fees for customers viewing your trailers.

Source Materials

When setting up your content, we suggest sending a copy of your source materials rather than your master copy, as submitted materials may not be returned or retained. We also suggest you send your materials through a traceable shipping method such as FedEx, UPS, or DHL, as we are unable to take responsibility for materials until they are delivered to us. Using a non-traceable method, such as standard U.S. mail, is not recommended.

If we receive your source materials and detect an issue, we will e-mail you to notify you of the issue.

References

You may not include "Published by CreateSpace," "CreateSpace Publishing," or other references to CreateSpace or those companies that we use for distribution within your book, CD, or DVD files.

Logo Usage

While we appreciate any interest you may have in using our logo, we do not provide our logo for member or customer use.

Amazon.com and Amazon Europe Detail Pages

If you choose to sell your title on Amazon.com or Amazon's European websites, your product's detail page is built in stages over the course of 5-7 business days after approving your title in your account.

If you make your title permanently unavailable for purchase, we will stop manufacturing new copies of your title, but your listing on Amazon.com or Amazon's European's websites may persist. We're unable to update information on Amazon.com, Amazon's European websites and through other distribution channels for these unavailable titles.