RETURNS / FAQS

Return Policy
Unless otherwise indicated, all products are digital and delivered into your "My On-Demand Library." For this reason, all sales on the Inside Self-Storage Store are final. We understand ordering mistakes sometimes occur. If you unintentionally purchase a digital product that is already in your "My On-Demand Library," refunds will be considered only within five business days after the date of purchase. In these instances, please contact Customer Support.
 
If you are unsatisfied with any physical product or need to exchange a recently purchased DVD due to a technical problem, please contact Customer Support so we can assist you.

Frequently Asked Questions (FAQs)

Q: How do I view the products I have purchased?

A: All purchased digital products, including on-demand videos, ISS Guidebooks, Top-Operators Lists and third-party product vouchers, may be viewed by visiting your "My On-Demand Library." To access your products, you must first be logged into your store account. Once logged in, click on "My On-Demand Library" on the top navigation bar. Once you are in your library, click on the “My Digital Downloads” link to access or download any products you’ve purchased that have a PDF or Zip folder download. Similarly, click on the “My Streaming Videos” link to view any streaming video content you’ve purchased through the site’s embedded player. On-demand videos cannot be downloaded but may be viewed as many times as you like.

Q: I'm logged in to my account. Why can't I view contents in the "My On-Demand Library"?

A: Your "My On-Demand Library" lists only the digital items purchased. Any physical products, such as a book or DVD, will be sent directly to the shipping address you provided at the time of order.

If you know you have purchased a digital product, such as a PDF report, Guidebook or on-demand video, but do not see the item or any items listed in the library, you may be experiencing an Internet browser issue.  Please try accessing your library by using a different browser, such as Chrome, Firefox, Safari or Microsoft Edge, to see if this resolves the issue.

Q: How many times can I download or access a purchased digital product from the “My On-Demand Library”?

A: There is no limit to the number of times you may access or view a purchased on-demand product. Purchased products are housed permanently in your “My On-Demand Library” and can be accessed as often and whenever you like from any Internet-connected device.

Q: I am having trouble viewing an on-demand video on my phone or computer.

A: Please make sure you meet the following requirements:

  • Browser: Internet Explorer7+, Firefox 3.5.7+, Google Chrome, or Safari
  • Mobile Devices: Our videos have been tested to be compatible with iPad, iPhone and the newest Android devices.

If you experience any difficulties viewing your on-demand video or webinar, please contact Customer Support. A representative will respond to your request within one business day. Regular office hours are Monday through Friday, 8 a.m. to 5 p.m. MST.

Q: How can I download an on-demand video?

A: The on-demand videos in the ISS Store are not downloadable products. They are viewable anytime on any connected device from the embedded player inside your “My On-Demand Library.” Some on-demand videos are also offered as DVDs. Please check the DVD titles under DVD Video for availability. The individual product description of each video or DVD will also indicate if it is offered in an alternative format.

Q: Why can’t I log into my ISS Store account?

A: Your login ID on the ISS Store is linked to the e-mail address you used when you created your account. Because the ISS Store does not ask for email verification at the time of registration, some customers have created an account with typos in their email address. If you believe you may have entered an incorrect email address when you registered and cannot log in, please contact Customer Support for assistance. If you need to reset you password, please visit the Lost Password page to receive a link to create a new password via email.

Q: How can I change my ISS Store account settings?

A: You can update your name, addresses, email and password by logging into the ISS Store and clicking “My Account” on the top navigation bar. Once you are in your account, click on any of the desired links under the “Manage My Account” or “Update My Preferences” sections. Remember to click on “Save” to preserve any changes.

To add, edit or delete an existing shipping or billing address, please click on “Addresses” under “Manage My Account.”

To change your password, please click on “Login Credentials” under “Manage My Account,” and then click the “Change Password” link under the Password field. You will need to enter your old password and a new password in the appropriate fields to update your account. Be sure to click on “Change Password” to preserve the changes.

Q: How do I clear unwanted items from my shopping cart?

A: You can clear items out of your shopping cart only from the Shopping Cart page. To go directly to your Shopping Cart, click on the Shopping Cart icon in the “Shopping Cart” box near the top-right corner of the homepage. It is located just below where the site displays your login username after you log in.

Once you are in your Shopping Cart, simply click the “X” in the top-right corner of the product field for the item you would like to remove. You can then continue shopping or proceed through the checkout process.

Q: Why won’t my credit card transaction go through?

A: The most common credit card declines are either due to insufficient funds in the account or a mismatch between the billing address you entered during the checkout process and the billing address on file at your bank or card issuer. If you are having trouble completing a credit card transaction, please confirm that your billing address was entered accurately. Customers have sometimes mistakenly entered a destination shipping address where the billing address should go. Address mismatches also tend to occur more frequently with American Express cards than Visa or MasterCard. If you are certain you have sufficient funds and your billing address is correct but still cannot complete your transaction, please try using another credit card. If transaction errors persist, please contact Customer Support for assistance.

Q: How do I subscribe to Inside Self-Storage magazine?

A: Though the ISS Store enables you to buy a subscription to ISS Magazine, they are serviced and handled through a third-party provider. For assistance with these inquiries, please visit informa.omeda.com/iss/main.do. You may also contact our subscription service department via the following methods:

Q: How can I arrange alternative payment if I can’t or don’t want to pay by credit card?

A: We understand that some companies prefer to pay for large-dollar purchases by check or wire transfer rather than by credit card. Please contact Customer Support for information on alternative payment options.

Q. How do I contact Customer Support?

A. Please submit an email to support@store.insideselfstorage.com.