Frequently Asked Questions

General

• How can I place my order?
  We strongly recommend placing your order online and making payment with your credit card on our secure server. Your order will enjoy immediate attention when placed online. Rest assured that your credit card information is not stored on our secure server. We use Secure Socket Layer (SSL) technology so you never have to worry about your credit card number.
  
  If you prefer, you may place your order by calling our customer service department, available Monday - Friday 9am - 5pm central time by calling 1-817-579-0083.
• What is the fastest way to order?
  Just to reiterate, without a doubt, the fastest way to place your order is online and pay with your credit card on our secure server. Your order will enjoy immediate attention when placed online.
• What credit cards do you accept?
  When ordering online on our secure server we can accept Debit Cards, Visa, MasterCard, Discover, and American Express. Please do not send your credit card information via email, fax or regular mail.
• How do I know my credit card payment has been processed?
  When you submit your credit card information and your payment is approved, you will be given a receipt and issued a invoice number. This number will appear on your confirmation screen. We suggest you write it down (or print the page using your browser's Print function) for your reference. Please include the transaction number in the subject line of any correspondence.
• Can I change or cancel my order once submitted?
  Orders placed online are processed immediately. It is therefore almost impossible to cancel or change an online order once submitted and the credit card has been approved. You may need to place a new order with the right information. If your original order was placed for the wrong search and no information is found, you most likely won't be charged, however if you know the information or search was wrong, please contact us immediately by email at our customer care email address.

Delivery of Results

• How will I receive the results of my search?
  You will receive the results of your search by email unless you specified otherwise at the time you place the order. This has proven as the fastest and most convenient means of delivery for most clients. Please make sure we have your complete and correct email address. Without a working email address, we may be unable to deliver the results of your search promptly. Providing a working email address is the responsibility of the client.
  
  Some toll reports are only available via fax. The investigator may request a fax number for such reports. If you don't have a fax number you can get one for free at efax.com.
• How soon will I receive the results?
  Please review the "Estimated Turn Around Time" for each search. Most are completed and results delivered within 1 - 3 business days of receipt of order and payment unless otherwise noted. Results will be sent to you as soon as they become available. Please note that our "turn around" times are estimated based on an average of searches performed.

Guarantee

• Are the results of my search guaranteed?
  Yes. Most searches can be completed to our customers' satisfaction. In the unlikely event that we cannot provide the information you requested, your payment will be refunded in accordance with our refund policy for each search. If you made your payment by credit card, your card will be credited appropriately once you request a refund. Other forms of payment will be refunded by check and delivered by regular mail. We will need your full name and mailing address for check delivery.
  
  The results of your search are guaranteed to be correct at the time your search is completed. If no results are found, you will be sent an email with your options, one of which is requesting a refund.
  
  If the information you provide for search is incorrect (e.g., misspelled or not existing name, address or phone number, or incorrect VIN format), or some of the required information is not provided (e.g., street type, such as "Blvd.", or applicable Apartment/Suite/Unit number), or any of the information provided is not spelled out fully (e.g., "Arlington", rather than "Arl."), or there is a mismatch between the type of information required and that provided by the client (e.g., a pager or cellular phone number is supplied where an unlisted phone number is required) and the search therefore cannot be completed, the client will be charged a "no-hit" fee in some cases. Please refer to each search for specific "no-hit' fee details. VIN searches are nonrefundable.
• What happens if a positive result to my search does not exist?
  If, for example, you order a search for a phone number at a particular address, and we find out that no phone line is connected to that address, upon request, we will refund your fee with the exception of small "No-Hit" charges as indicated on the order pages.
• Can I dispute the results provided to me?
  If you can show the results provided to you to be incorrect, (i.e. you attempted to send a letter to the address we provided and it was returned), or if you are unhappy with another aspect of the service you ordered, you should email us at customer care. By not writing to us within 10 (ten) days of the date on which you received your order results, you are irrevocably waiving your right to dispute the service. No dispute or appeal will be considered and no refund issued after the 10 day period.
• Why would No-Info be available for a VIN or Tag search?
  Our investigators utilize both Law enforcement agencies and the DMV in the state you specified in your request to find your information. If any organization does not have the vehicle Tag or VIN on record for the state you submitted, your search results will be negative (No-Info).

Privacy and Confidentiality

• Are the searches confidential?
  YES, Absolutely, Positively. All searches are completely confidential. We will never make our clients' information available to a third party.
• Will the person I requested information about know that I am trying to find his/her information?
  No, never. We never contact the owners of phone numbers searched. The owner has no way of knowing about the search or who ordered it. The same holds true for any type of search we provide -- no one will know about your search unless you tell them yourself.

Internet Security and Reliability

• Is it secure to make online credit card payments on your site?
  Yes. For credit card payments and verification, we us SSL technology and a payment gateway to protect you credit card information. Your credit card information will be transmitted via a secure server. We never store credit card information on our website or our servers.
• How will I know that my order and payment have been received?
  Each search screen (form) is followed by an order form with your name, address, email address, and credit card information. Once submitted and approved, you will see a screen confirming that "Your order was successfully submitted" and you will be able to print the transaction receipt.

Different Services

• What is the difference between "unlisted" & "unpublished" number?
  None. The expressions, "unlisted number", "unpublished number" and "non-published number" (also known as "non-pub") all mean the same. These numbers are not listed in the local Telephone Directory and not normally available through Directory Assistance (411) or telephone operators (0 or 00).
• What is a CNA?
  CNA stands for Customer Name & Address. If you have a phone number and you want to find the persons name and/or address that goes with that phone number if it's listed, unlisted, non-published, unpublished or whatever, we can find it... Guaranteed or no fee*.
  
  * Make sure you use the right search for the right phone number, Residential land line , Cellular # or Pager #
• Can you find ANY phone number?
  Please refer to our Directory for search categories. Our success (hit) rate is very high, but we may not be able to find information on maximum security numbers and certain special numbers, such as blocked government numbers for example. In such cases, we will refund your payment under our no information - no charge policy.
• What happens if I order an unlisted number search, and the number turns out to be a pager or cell phone number?
  To avoid delays, we suggest that you check for the existence of the expected result prior to placing your order whenever possible. For example, you may want to dial the phone number and see if you get a pager or cell message, or dial 411 or 00 and ask the operator. Additionally we have provided an automated free check as indicated on all pages; while it is not 100% accurate, it provides the correct answer most of the time.
• Do you offer quantity discounts for high volume orders?
  Yes, depending on your situation. Please email sales department.