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Order Process Questions
Q - Can I place an order over the phone or offline?
A - Normally we do not accept orders by phone, fax, or e-mail. In the event of emergency please contact Customer Support at: salliemae@sgi-net.com or by phone at 800-884-9876 x4257.
Q - When will my Online Order be received?
A - The delivery date is determined by the requested delivery date you entered on the order.
Q - How do I add another product to my order?
A - Adding another product to your order is easy. Simply click the "Add Items" button from the "View Cart" Page. You will be redirected to the "Search Products" page where you may search and add additional products. If your order has been submitted, you must resubmit a new order for additional products.
Q - How do I increase the order quantity?
A - You may edit quantities in the Cart. If your order has been submitted, you must resubmit a new order for additional products.
Q - How do I delete an item from my Cart?
A - To delete items, click on the "Remove" link in the Cart. When you are ready to check out, click on the "Checkout" button. If you would like to "Save" the order and come back to it later, click on the Save link. If you would like to cancel the order click on the "Cancel" order link.
Q - I interrupted my online order - has my data been saved?
A - Yes. Data that you enter during the order process will be saved and can be accessed via the Order Status Bar, simply click on Saved Orders.
Q - I forgot my password?
A - Click the link labeled "Forgot your password" from the login page.
Q - I need to change my password?
A - Contact Customer support at salliemae@sgi-net.com
Q - How do I cancel an order?
A - You may cancel an order any time during the ordering process by pressing the"Cancel order" link located in the lower right hand corner of the Gateway site.
Q - How do I add a school to the Gateway database?
A - If you do not find the school you want to place an order for, you may add a school by clicking on the link "Request to add a new school."
Q - How do I add a new contact for a school?
A - From the "Verify School Information" page click the button labeled "Add a Contact" and you will be directed to the "Request a New School and Related Contact" page. After completing the page details this information will be used for this order and will be reviewed by an administrator to determine whether or not it will be added permanently.
Q - How do I add an Event/Conference to the Gateway database?
A - From the "Choose a conference/event" page click the link labeled "Don't see your Conference/event? Add it here" and you will be directed to the "Request a new Conference/event" page. After Completing the page details this information will be used for this order and will be reviewed by an administrator to determine whether or not it will be added permanently.
Q - Whom do I contact if I have Questions?
A - Simply e-mail customer service at: salliemae@sgi-net.com or you may call customer service 800-884-9876 x4257. Customer service hours are Monday-Friday 8:00 A.M. to 8:00 P.M. (EST). All customer service inquiries are answered within 24 hours.
Order Status Questions
Q - What are "Most Recent Pending Order?"
A - "Most Recent Pending Orders" are orders recently submitted, but not shipped. You can access "Most Recent Pending Orders" from the Gateway by hovering over "Order Status", or by clicking on "Detail" to the right of your order.
Q - What is a Completed Order? How do I access Completed Orders?
A - "Completed Orders" refer to shipped orders. Completed Orders are orders that have been shipped. You can access "Completed Orders" from the Gateway Home Page by hovering over "Order Status" or by clicking on "Detail" to the right of your order.
Q - What is a "Saved Order?" How do I access "Saved Orders?".
A - "Saved Orders" are orders that were started and abandoned or orders you have saved by pressing the "Save order" link located in the lower right hand corner of the Gateway site during the ordering process. These orders are saved but not submitted and shipped. You may also access "Saved Orders" from the Gateway Home Page by hovering over "Order Status".
Q - How do I check the status of my placed orders?
Questions, problems, suggestions?
If you have any problems with your order, please don't hesitate to contact out customer service department Monday thru Friday 8AM-8PM Eastern Standard Time.