Frequently Asked Questions

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DVDs purchased through the Lumigrate website are delivered to customers using United Parcel Service (UPS) and the United States Postal Service (USPS).  Customers are responsible for paying shipping cost as part of the total cost of their order.

At the time of checkout, customers are requested to enter their delivery postal code.  The postal code is then used to calculate the shipping cost, by measuring the distance between Lumigrate's "ship from" postal code (81505) and the customer's "ship to" postal code.  Once the shipping cost calculation is complete, the shipping total is automatically added as a separate line item on the order.  Shipping charges do not apply to orders which only consist of seminars to be downloaded.

The current shipping options available to our customers are as follows:

• UPS
  • UPS Ground
  • UPS Standard
  • UPS Next Day Air
• USPS - Domestic
  • USPS First-Class Parcel
  • USPS Priority Mail
  • USPS Parcel Post
• USPS - International
  • First Class Mail International Parcel
  • Priority Mail International

The contents of the Lumigrate website (videos, photographs, graphics, text, etc) is for informational purposes only and is not offered as substitution for obtaining personal medical advise. People are encouraged to always seek the direct advise of a physician or other qualified health provider with any and all questions about the specifics of their health questions and for obtaining proper diagnosis and individual treatment. Also, people should never disregard the advise of their personal medical advisors or delay obtaining direct advise based on information obtained through Lumigrate. This includes contacting your local emergency services if you believe you are having a medical emergency; this typically involves dialing 911 in the United States.

Lumigrate utilizes highly regarded and reliable third party service(s) for charges; please refer to the policies at those sites. It is our business practice to respond to every email or other communication in a timely manner but realize we are not always able to do so. Lumigrate is based in Grand Junction, Colorado in the United States of America. Lumigrate makes no claims to the content being appropriate, legal or capable to be downloaded outside of the United States. If you access Lumigrate from outside the United States, you are responsible for compliance with the laws of your jurisdiction and do so at your own risk.

Products and services, medical providers, tests, procedures or any other information mentioned through Lumigrate site or products are not endorsed by Lumigrate, and the opinions of the providers mentioning such products is not necessarily the opinion of Lumigrate. Visiting the website or utilizing Lumigrate's products is solely at your own risk. You are using Lumigrate at your own risk and you, along with your healthcare provider, are personally responsible for verifying its suitability for your needs.

Due to the comprehensive nature of the products offered through Lumigrate, the information might sometimes be considered explicit and offensive to some people. Lumigrate is committed to providing progressive medical education in an appropriate way, but you might not want to use our site and products. We particularly encourage parents to monitor their minor children and their use of this site and our products.

Lumigrate expects its users to download and view information, and authorizes users for one copy for personal and noncommercial use if you include our copyright notice. ("Copyright ©2009, Lumigrate. All rights reserved") and any other copyright and proprietary rights contained in the contents of our products and services.

Information from Lumigrate is transmitted through means that may be beyond the control and jurisdiction of Lumigrate and its providers, and Lumigrate assumes no liability for or relating to the delay, failure, interruption, or corruption of any data or other information transmitted in connection with use our website or products.

The Lumigrate website and the contents are provided on an "as is" basis. Lumigrate and its providers disclaim all warranties, express or implied, statutory or otherwise, including but not limited to the implied warranties of merchantability, non-infringement of third parties' rights, and fitness for particular purpose. Lumigrate makes no representations as to the accuracy, reliability or completeness in any and all content or communications provided through the use of Lumigrate. In no event shall Lumigrate, its providers, or any third parties mentioned in the website or products and services be liable for any damages resulting from the use of or inability to use the Lumigrate site or the content. Lumigrate and their providers of products and services are not responsible for any personal injury, including death, caused by your use or misuse of the site and services and products. Any concerns arising in connection with your use of Lumigrate's site and products or services must be brought within one (1) year of the date of the event giving rise to such action occurred. Remedies under these Terms and Conditions are exclusive and are limited to those expressly provided for in these Terms and Conditions.

The user/you to not send or transmit to Lumigrate by email, (including through the "Contact Us" link) any content that infringes or violates any rights of any party. You agree that any submission is non-confidential for all purposes, and agree that our Privacy Policy governs any information you submit to Lumigrate.

If you believe any materials used by Lumigrate or their providers infringe on a copyright you hold, please notify us with any details, including your contact information and we will respond appropriately. We appreciate your agreement with the above legal policies and hope you find our website and services beneficial and easy to use. Any suggestions and comments are encouraged and appreciated.

Return due to our error

Any order which has been sold and fulfilled by Lumigrate and has resulted in an error (defective, damaged or otherwise unusuable DVDs or accompanying documentation, incorrect shipments, and mismatched DVDs and documentation), will result in a full refund if:

• The request is made within thirty (30) days of order delivery.
• All components are returned together.
• DVD packaging remains unopened.

We recognize some defective items may have their protective packaging removed and discarded prior to realizing a defect or mistake.

Return shipping costs will be paid by Lumigrate if the return is due to our error.  Typically this will be accomplished by sending you a shipping envelope with return payment prepaid.  We reserve the right to offer other arrangements for return shipping if it is in the best interest of both the customer and Lumigrate.

Return due to no longer wanting product

If you decide you do not want a product after placing an order, it is required to return all pieces in original condition (unopened DVDs and accompanying documentation) to Lumigrate at the following address:

Lumigrate
2470 F Road Ste 1
Grand Junction, CO  81505

The shipping cost of these returns are at the purchaser's expense, and return of the items must be completed within thirty (30) days of order delivery.

Timeframe for granting refunds

We intend to provide refunds as quickly as possible.  Please allow at most thirty (30) days to complete the entire process:

• Transit time for the return envelope to be sent to you in the case where the order is due to our error (5-10 days).
• Transit time for the envelope to be returned to us in the case where the order is due to our error (5-10 days).
• Time to process the refund (3-5 business days is our standard).
• Time for the credit card processing company to issue the refund; processing companies occasionally have delays due to cards being cancelled, replaced, or reaching their expiration date.

Refund method

We will notify you via e-mail of your refund once we have received and processed the returned items.  Refunds will be in the same form as the original purchase.  Exceptions: Cash, debit, or check purchases over $250 will be refunded in the form of a mail check within ten (10) business days of return.  Items which are opened or are returned more than thirty (30) days after delivery will not be accepted for refund.

Restocking fee

No restocking fee will be charged if an accompanying note is provided explaining why the return is being made. Without a note, a 25% restocking fee may be applied and we will assume the DVD returns are being handled as a special order.

Other key points

• Lumigrate reserves the right to request identification and to deny any return that does not meet the guidelines set forth in this return policy.
• Promotional items such as gift cards will be treated the same as purchases.
• All returns and exchanges must be in original condition, unopened, and include all items originally shipped.
• All returns and exchanges must be sent to the Lumigrate shipping address from which the items were sent.

Downloadable videos are non-refundable once the download is complete. If you are having problems with downloading videos, we recommend for you to review our Frequently Asked Questions (FAQ) section.  In this section we offer many suggestions on how to fix download problems.

If you are still having video download issues after applying the suggestions in the FAQ section, we are willing to provide a DVD version as a replacement.  To accomplish this, you must do the following:

1. Place a new order on the site for the DVD version of the video,
2. Send us an email using our Contact form to let us know you:
   1. Want refund for your downloadable video, and
   2. Placed a new order on the site for a DVD version.
   3. NOTE: please mention in the email the order numbers for both orders.

Once you have accomplished these steps, we will send an email in return confirming your request, and will refund the purchase total of the downloadable video.  All requests for DVD version replacement must occur within fourteen (14) days of the original order date.

As noted, no refunds will be provided for videos which have been successfully downloaded.

A. Your Consent

By using our website accessible at www.lumigrate.com (the "Site"), you consent to our collection and use of your personal information as described in this Privacy Policy. If we change our privacy policies and procedures, we will post those changes on the Site to keep you aware of what information we collect, how we use it and under what circumstances we may disclose it.

B. Our Commitment to Privacy

Our Privacy Policy was developed as an extension of our commitment to the highest level of integrity in dealing with the internet community. Our Policy is designed to assist you in understanding how we collect, use and safeguard the personal information you provide to us and to assist you in making informed decisions when using the Site. This statement will be continuously assessed against new technologies, business practices and our customers' needs.

C. We Do Not Sell Your Personal Information

We will not sell your personal information to a third party for the purpose of their advertising to you or any other purpose.

D. What Information Do We Collect and Why?

When you visit the Site you may provide us with two types of information: personal information you knowingly choose to disclose that is collected on an individual basis and web site use information collected on an aggregate basis as you and others browse the Site.

1. Personal Information You Choose to Provide

Email Documents

If you choose to correspond with us through email, we may retain the content of your email messages together with your email address and our responses. We provide the same protections for these electronic communications that we employ in the maintenance of information received by mail and telephone.

Transaction processing

If you choose to purchase a product form the Site, we may retain the content of your order form just as we would retain such information for purchases made in person or by mail or telephone.

How Do We Use the Information That You Provide to Us?

Broadly speaking, we use personal information for purposes of administering the Site. Occasionally, we may also use the information we collect to notify you about important changes to the Site. You will be given the opportunity, at least once per contact, to notify us of your desire not to receive this information.

2. Web Site Information

Similar to other commercial Web sites, the Site utilizes a standard technology called "cookies", along with web server logs and other software tools to collect information about how the Site is used. Information gathered through cookies and server logs may include the date and time of visits, the pages viewed, time spent at the Site, and the web sites visited just before and just after the Site.

What Are Cookies?

Cookies are a feature of web browser software that allows web servers to recognize the computer used to access a web site. Cookies are small pieces of data that are stored by your web browser on your hard drive. Cookies can remember what information you access on one web page to simplify your subsequent interactions with that Web site or to use the information to streamline your interactions on related Web pages. This makes it easier for you to move from Web page to Web page. When you use the same computer to return to the Site at a later time we will recognize you as a previous guest. We use cookies to make your online experience easier and more personalized.

Web Server Logs

Server logs help us collect important business and technical statistics. The information in the logs lets us trace the paths followed by users to the Site as they move from one page to another. Web server logs allow us to count how many people visit the Site and evaluate the Site's visitor capacity. We do not use these logs to capture your individual email address or any personally identifying information about you.

How Do We Use Information We Collect from Cookies and Logs?

We use web site browser software tools such as cookies and server logs to gather information about our web site users' browsing activities, in order to constantly improve the Site and better serve our community. This information assists us to design and arrange the Site in the most user-friendly manner and to continually improve the Site to better meet the needs of our community.

3. How Do We Protect Your Information?

Employee Access, Training and Expectations.

Our corporate values, ethical standards, policies and practices are committed to the protection of personal information. In general, our business practices limit the use and disclosure of such information only to authorized persons and processes.

What About Legally Compelled Disclosure of Information?

We may disclose information when legally compelled to do so, in other words, when we, in good faith, believe that the law requires it or for the protection of our legal rights.

What About Other Web Sites Linked to Our Web Site?

We are not responsible for the practices employed by web sites linked to or from the Site nor the information or content contained therein. Often links to other web sites are provided solely as pointers to information on topics that may be useful to the users of the Site. Please remember that when you use a link to go from the Site to another web site, our Privacy Policy is no longer in effect. Your browsing and interaction on any other web site, including web sites which have a link on our web site, is subject to that web site's own rules and policies. Please read over those rules and policies before proceeding.

Occasionally we have visitors mention they are having issues downloading seminar videos.  These issues are not specific to any particular video, and most often the problems have to do with browser issues, computer processing/memory, or speed of Internet connection. The current videos provide a rich viewing experience with high-quality video, but the size of the videos requires a significant amount of time to download the files, which causes issues for some visitors.

The problem can typically be solved by performing one or more of the following:

• Clear the browser cache.  Some information in the cache may have corrupted the video download.
• Close all instances of the browser and restart.  Sometimes the video download will end because the browser is using too much computer memory.  This might be because the video is competing for memory with another web page, or multiple high-bandwidth processes are running in multiple windows at the same time.
• Avoid using "embedded" browsers, such as the browser which comes with AOL.  Instead, access the Internet using a fully functional browser such as Firefox or Internet Explorer.
• Reboot the computer.  Sometimes a program running in the operating system might be causing a conflict with the download.
• Attempt to perform the download with a different Internet connection.  There are situations where a user's Internet connection is either having problems, or just not powerful enough to download such large files.  Often it is then possible to successfully download the video by taking a laptop computer to a coffee shop and connecting to the shop's wireless Internet connection, or connecting a computer to a physical hardwire connection rather than using wireless, which can cut out on occasion.
• Attempt to download the video on a different computer.  Try on your computer at work, or on a friend's computer.  Some older computers may not have the processing power or memory capacity to handle such a large download.