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Customer Service

Q: How do I log in? 

A: To log in and access online Stone Soup content and your account, click on the “My Account” link on the top right corner of the page. Most Stone Soup logins are email addresses.

 

Q: Can I cancel auto-renew? 

A: Yes. On the Stone Soup homepage, click on the “My Account” link on the top right hand corner of the page. If you’re not currently logged in, you’ll be prompted to do so. Once you’ve logged in, you’ll be redirected to a page titled “My Account.” Click on “Subscriptions”. If you have one subscription, you will be directed straight to a page where you may use a slider to switch auto-renew on and off. If you have more than one subscription, click on “Subscriptions,” then select the relevant subscription from the list and then use the slider as outlined above.

 

Q: Can I change credit cards associated with my Stone Soup Account? 

A: Yes. On the Stone Soup homepage, click on the “My Account” link on the top right hand corner of the page. If you’re not currently logged in, you’ll be prompted to do so. Once you’ve logged in, you’ll be redirected to a page titled “My Account.” Click on “Payment Methods” to view, edit or delete your current payment methods.

 

Q: Do you store credit card information?

A: No. Stone Soup does not store any credit card information and our staff do not have access to your credit card details. Your credit card information is securely stored by Authorize.net, a division of Visa.

 

Q: Can I switch my subscription from Digital Only to Print and Digital? 

A: Yes. The simplest way to do so at the moment would be to cancel your current Digital Subscription and re-subscribe with the Print and Digital option. We are currently working on a method to make this process easier.

 

Q: I’d like to be removed from the mailing list. 

A: To comply with European Union regulations (GDPR), we must ask you to remove yourself from our mailing list. Our staff can no longer do this for you. All mailings that we send have an ‘Unsubscribe’ link in the footer. Simply  scroll down to the end of an email you’ve received from Stone Soup and click on the “Unsubscribe From This List” option in the footer. If you ever wish to re-subscribe, you can fill out the “Sign Up for Our Newsletter” form on our homepage.

 

Q: I’d like to be refunded for my subscription. 

A: If you subscribe by the month, then login to your account and turn off auto renew. If you want to cancel an annual subscription or any subscription that includes print then please write to subscriptions@stonesoup.com. Please include your name and the name and city of the child who receives the magazine. We will respond to your request within 48 hours.

 

Q: I subscribed but I haven’t received any issues. 

A: If you ordered between the 1st and 13th of the month your first issue will be shipped on the 15th. If you ordered between the 14th and the end of the month your first issue will ship on the 1st of the following month. Magazines take one to three weeks to arrive within the United States and Canada. All other destinations should estimate two to three weeks for your first issue to arrive.

Before contacting us with a complaint (via subscriptions@stonesoup.com), please log in to your account and check the mailing address of the recipient. Please correct it if there is an error. Thank you.

 

Q: How do I buy just one issue of Stone Soup

A: You have the option to buy single issues of Stone Soup in our online store. Yuu may also purchase a single month of digital access by pressing the “Subscribe” button on our website and selecting the relevant option.

 

Q: Can I subscribe to print edition of Stone Soup if I don’t live in the United States? What are the additional mailing costs? 

A: Yes! We offer print subscriptions internationally. For most regions, the mailing cost is included in the subscription price: the subscription price is the same for the USA, Canada and the UK. Some countries incur additional mailing costs, which vary according to the location. These costs are calculated at checkout (based on the address of the recipient of the magazine) and displayed to you for your agreement before your purchase is completed.

 

Q: Can I subscribe to the digital edition of Stone Soup if I don’t live in the United States? 

A: Yes! Individual and IP based subscriptions for schools and libraries are available internationally charged in US Dollars at the same rates worldwide.

 

Q: Why can’t I access the content I want to read?

A: Casual visitors to our website can read a few items for free, but to access the full range of Stone Soup content you must be logged in to your account. Follow the steps in the first question in this FAQ to make sure you have logged in. If you are logged in but still unable to access any content, please visit “My Account” and check the status of your subscription. If your subscription is up-to-date and you still cannot access your content, please take a screenshot showing the page you tried to access and the error message that was displayed, and email it to us at subscriptions@stonesoup.com. Please include a brief description of your issue and the name(s) and address(es) associated with your subscription.

 

Q: I don’t know my login details. How do I find them?

A: Your login details should be included in the confirmation email received from us when your subscription began. If you no longer have that confirmation, you may still be able to log in: most Stone Soup account logins are the email address you or the person who gave you your subscription gave us when they signed up. We suggest that you try that first. If you are still unable to login using your email address, please contact us at subscriptions@stonesoup.com including the name(s), email address(es) and address(es) associated with your account. We will check the details and respond to you within 48 hours.

Q: I’m having a problem with Submittable.

A: Unfortunately, Submittable is a different service, and we cannot help you with your Submittable questions. Please direct your questions to support@submittable.com or visit their Help Center.


Is your question not answered above? Email us at subscriptions@stonesoup.com for further help.