FAQs / Help

Maggie employs a small team of part-time working parents to support her work.
We receive a high number of inquiries so let’s start by seeing if your question is already answered below:

I have a question before I buy something in the shop I'VE BOUGHT SOMETHING AND NEED SOME HELP Events & Bookings I'm looking for specific advice or counselling I'm a journalist, producer, blogger or author seeking contact with Maggie

I have a question before I buy something in the shop

Which book/audio/video would you recommend for my specific issue?

We’ve created categories so you can now browse Maggie’s shop by ‘common concern’ topic. From the main shop page go to Browse by Common Concern and select the category that relates to your specific issue.

I'm having trouble checking out

Once you’ve decided to buy something we understand it can be frustrating to have issues completing your purchase. Issues at checkout can be very specific to the customer and the device you’re using. Please drop a line to our support team here.

What payment methods do you accept?

At checkout there are two payment options, Paypal, or Credit Card payment which is processed through National Australia Bank (NAB).

Do you ship internationally?

maggiedent.com is an Australian business and we happily ship overseas.

Shipping charges are $20 per order.

All prices are in Australian dollars (AUD) and include GST. If you are an international shopper, GST will be removed from your cart total after your address has been entered in the checkout.

How much is shipping?

STANDARD POST (Within Australia) – $5 for a single item (downloads not included) and $10 for two or more items.
EXPRESS POST (Within Australia) – $10 for a single item (downloads not included) and $15 for two or more items.
INTERNATIONAL – $20 per order(downloads not included).

How long will my order take to arrive?

You will receive an email to let you know once your order has been shipped. Once your order is in the post the following delivery times apply:

STANDARD DELIVERY
5-8 Business days.

EXPRESS DELIVERY**
Next day guaranteed delivery to Australian capital cities.*

*Please read the Australia Post Express Post Guarantee  if you have selected the express post option.
**Please allow one business day for processing orders

INTERNATIONAL
10-30 Business days

**Please note** This is a guide only. After we ship an item, the delivery is out of our control. If you have a specific timeframe, it is recommended you choose the Express Post option.

Do you offer refunds?

If your order is damaged when you receive it or is not what you expected, we are happy to arrange a replacement or refund. 

eBooks and other digital products cannot be returned or exchanged after purchase unless faulty.

If you have checked for an answer above and still need some help please contact Maggie’s helpful tech support team.

Trade/wholesale
To inquire about making a trade purchase, please email Sales via our contact page or call our product manager Steve on 0429 465 083.

I’ve bought something and need some help

If you are having trouble ordering online, processing a payment, accessing your account or downloading a file you have purchased, please see the FAQs below for instructions to resolve this.

Where do I access my new digital product? OR I didn't receive email instructions.

If you have not received an email containing a link to your digital purchase from maggiedent.com in relation to your order, please check your spam/junk folder (If you’re using Gmail, you may need to look under the Updates tab). Otherwise, to access your download or streaming video, you need to log in to your My Account area on Maggie’s site. Please follow the instructions below:

  • Click ‘Login’ at the top of any page (mobile users will find the link in the menu), or visit maggiedent.com/my-account/.
  • Your username is likely to be the email address you entered when you ordered and you also chose a password with your order.
  • If you have forgotten your login details, please select I need to reset my password.
  • Once you have logged in you will be in the “My Account” area and you will see MY DOWNLOADS  and MY VIDEOS
  • Click on MY DOWNLOADS and you will see a list of all the files you have purchased.
  • Click on MY VIDEOS to see a list of all the streaming videos you have purchased

NOTE: Accessing audio on iPhone & iPad
Due to their design Apple iOS devices cannot directly download mp3s and you may find they skip. Use the player next in MY DOWNLOADS to stream your track. See the AUDIO DOWNLOADS FAQ for more on download options.

If you are still having issues, please contact tech support via our contact page

AUDIO DOWNLOADS: Downloading my audio track to my device

Android Devices
Android users can simply download files directly from the internet or email and store them on their devices.

iPhones or iPads
Due to their design Apple iOS devices cannot directly download mp3s and you may find they skip. However, you can use the player next to your item in MY DOWNLOADS to stream the audio. To download for access offline you have a couple of choices:

1. You can download your track to your computer first and upload to your device using iTunes;
OR
2. There are a number or 3rd party applications which allow you to download to your Apple device. This article offers 4 different methods of downloading tracks directly to your device (please note we do not endorse any of these methods or the software/apps involved, this is merely a suggestion) .

We HIGHLY RECOMMEND downloading your audio tracks to your computer first then transferring them to your phone.

EBOOKS: How can I view the ebook on my device?
In general iOS devices are capable of opening .EPUB files without any additional apps while Windows or Android devices may need an additional app in order to open the .EPUB ebook file.
Apple Computers – OSX
If you are using an Apple computer the iBooks app comes as standard and should open your epub file automatically.
Windows computers
Windows 8 or 10: one of many ebook readers is the free Bibliovore app. After installing you can click ‘Add a file’, browse to your downloaded epub file and open the book. Link to Bibliovore in the Microsoft Store.

All Windows versions: Another reader that is very simple to use is SumatraPDF.

Android Phones/Tablets
Android users can simply download the .epub file directly from the ‘downloads’ area of their account and store them on their devices. Most ebook reader apps, such as FBreader, will scan your device and add the file to your device automatically. Here is a link to a list of ebook readers for Android devices.

iPhones or iPads
Apple is known for its security which means downloading files directly to your device is not always as easy as with Android.

Once you have downloaded your epub file from the ‘downloads’ area of your account there are a few options to get it onto your device from your computer.

The most common method is to send an email to yourself from your Mac with the file attached and open it from your phone using the Apple Mail app on the iPhone/iPad (or however you normally open emails on your phone). When you download the attachment, you will be presented with options on which apps can open this file such as iBooks.

Another option is the Kindle iOS app has a specific email account for sending own files. If you have an iPhone and iPad, and you’ve got Kindle app on both, each of them has a separate email. If you send a file to this email, it will be added directly to the relevant app.

Here is an article with more information on transferring ebooks onto iOS devices.

Kindle
Kindles work best with .mobi format ebooks. Amazon has several ways for you to transfer your files to your Kindle. One easy method is using the free Send-to-Kindle email address they provide to send files to your registered Kindle devices, free Kindle reading applications, and your Kindle Library in the Amazon CloudMore details here.

VIDEO PLAYBACK: I'm having problems playing a video in 'My Videos'

Videos in the ‘My Videos’ area of your account use Vimeo player. This player works on all devices. There is an icon in the lower right to enlarge the video for full-screen playback.

Their player ‘switches between all available qualities to accommodate changes in the viewer’s Internet speed. When a video plays in lower than expected quality, it’s likely because the viewer’s Internet speed (bandwidth) cannot support higher quality playback.’

You can read more on Vimeo’s help page.
My order hasn't arrived. How can I check?

If you have any queries about orders please email Sales via our contact page or call our product manager Steve on 0429 465 083.

Can I cancel my order?

You may cancel your order if it is shippable and the order hasn’t been dispatched. If it is a downloadable product and has been downloaded, then you are unable to cancel your order as you have already received your product.

Please contact Sales via our contact page or call our product manager Steve on 0429 465 083.

Can I return my order for a refund?

If your order was damaged when you received it or was not what you expected, we are happy to arrange a replacement or refund. Please contact products@maggiedent.com if you would like to return an item and include your order number and phone number so we can process your request promptly.

Please note:

  • Books, CDs & DVDs may be returned for a refund provided they are sent back accompanied by the tax invoice (printable from your account).
  • Refunds will be made to the same credit card (or tender type) that was charged for the original purchase.
  • If a product is returned for any reason other than it being damaged or not as described, the customer is liable for postage.
  • If the product is damaged a new copy will be supplied.
  • eBooks and other digital products cannot be returned or exchanged after purchase unless faulty.

If you have checked for an answer above and still need some help please contact Maggie’s tech support team.

Events & Bookings

If you have a question about an upcoming event, please check the current events page for details before contacting us. If you wish to book Maggie for an event, please see the booking Maggie page.

I've lost my ticket/s or did not receive an email with my ticket.

Please go to www.trybooking.com/lost-tickets and enter your email address. (Check for emails from TryBooking in your Inbox and Spam folders). 

After doing this, if you still don’t receive your tickets, you may have entered your email address incorrectly on purchasing, or your account may have a firewall preventing the emails getting through. If that is the case please contact Events & Bookings via the contact page.

When will Maggie be speaking in my area this year?

Maggie’s upcoming events are displayed on the website at Current Events a month or more ahead of time, and you can also stay in touch with her movements by subscribing to her newsletter (on the home page) or ‘liking’ her Facebook page, where we advertise events organised by Maggie that are open to the public.

I want to attend an event that is listed as SOLD OUT. Can I go on a waiting list please?

Sorry, we do not have the resources to manage waiting lists for sold out events. If the event is one of Maggie’s own events, it may be listed on her Facebook page, and people often advertise tickets they can no longer use on individual event pages.

How can I organise for Maggie to come and speak in my area?

Details of Maggie’s seminars and topics plus contact details for enquiries and bookings can be found on the Booking Maggie page.

Can I get a refund for my ticket?

If it is one of Maggie’s own events, please see our refund policy.

If the event is organised by a school or community organisation, then you will need to contact the event organiser directly to seek a refund.

Counselling & Parenting Advice

Please check the Parenting Help page to find resources, information and videos covering many common parenting issues – at your fingertips, 24/7.

Can I email Maggie a question seeking parenting advice?
While Maggie dearly wishes she could support every parent on the planet, she now receives so many emails and Facebook messages seeking one-on-one advice that it is not physically possible for Maggie or her team to reply to them. Also, we’re sure you can appreciate that it’s very difficult to offer meaningful support in a message, when every child and family situation is unique and often complex. If you do have a question, please take a look at our Parenting Help page to see if Maggie has written an article, recorded some audio or done a video blog that pertains to your issue.
Further, we have collated a very detailed list of useful support services for parents, children, teens and families across a range of issues (including services that offer counselling support).You can access that here.
Does Maggie do private counselling sessions?

No sorry. Maggie worked as a counsellor for well over a decade, however these days her goal is to support as many people as possible by providing support, resources and training through her books, online courses and seminars, and through her presentations and conferences.

Since Maggie no longer does one-on-one sessions, where can I find help?

Many of the organisations and resources listed on our Help & Support Services page and our Links page do wonderful work and are a good starting point. Some, such as Lifeline and Kids Help Line, offer 24-hour help over the phone and also have online chat support services. You may also wish to visit the Parenting Help page of this website, which lists resources that may be useful in dealing with particular concerns and issues.

NB: Urgent help for people at risk of harming themselves or others. Please do not hesitate to immediately get help by contacting: • Lifeline on 13 11 14 (free from mobiles/local call cost from landline); • Kids Help Line (for people aged 5-25) on — 1800 55 1800; • Suicide Call Back service on 1300 65 94 67 (costs local call) or call the police or ambulance on 000 if someone’s life is in immediate danger.
Visit the Help & Support Services page to find other confidential support & resources for kids, adolescents and parents.

I’m a journalist, producer, blogger or author seeking contact with Maggie

I have written a book/created a program that I'd like Maggie to endorse or review. How can I get in touch with her about this?

Please send your request through to Maggie’s publicist Carmen by emailing media enquiries via our contact page.

I have a great blog post I think Maggie might like to publish as a guest post on her website

Maggie has only recently started publishing guest posts on her website blog and these are done on an invitation-only basis. She does regularly share articles of interest on her Facebook page so if you do have an article you think she’d love (and which is relevant to her audience) email media enquiries via our contact page..

Where can I find high resolution images of Maggie?

Press and media information including high-res images for media use can be found on the press & media page.

Still got questions?