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Frequently Asked Questions

How to use the web site

Questions related to purchasing

Questions about streaming

DVD orders and shipping

Technical questions

How to use the web site

How do I sign-in/log-in?
There is a button (towards the right) in the menu at the top of any page that says ‘log in’. Clicking this will allow you to log into Taproot Video using your Amazon account.
I clicked on the 'Login with Amazon' button but nothing happens. What should I do?

The Amazon Login functionality stores some information in browser 'cookies' and this behavior can occur when the information in the cookie is stale.

Try this: Go to Amazon.com and log out from Amazon. This will clear the stale information. Then return to Taproot Video, and when you go to make a purchase, you will be prompted to log-in anew. So far this work-around has been the magic ticket for all the folks who had challenges.

Do you have an organized Home Schooling curriculum available?
We are developing a video home school plan, filming new classes even now, and hope to have a 9 month art curriculum available soon. Until then, may we suggest Marilyn’s book, Creative Crafts of the World – 15 lesson plans for teaching Folk Art which is available now at www.taprootfolkarts.com/ccwbook
Returns policy
Your complete satisfaction is guaranteed. If you are not pleased with your DVD for any reason, return the item within 90 days for an exchange, credit or refund. If the item is damaged, please notify customer service. Notification of any issues must occur within 10 calendar days of the original purchase.
We do not accept returns for downloaded material. However, if you are experiencing technical difficulties, please contact customer service.
I would like to update my new email address.
That's easily done. Just head to Amazon's web site and update your email there. Go to 'Your Account' on the Amazon web site and find the 'Change Account Settings' link.
I would like to update my credit card on file.
That's also easily done at the Amazon web site. Go to 'Your Account' on the Amazon web site and click on 'Manage Payment Options' or 'Add a Credit or Debit Card'. Taproot does not store your credit card information.
I forgot my password. How do I retrieve it?
Taproot Video does not use passwords to access your account. The password prompt you see on our site comes from Amazon. Follow their prompts to have them send you an email to help you re-set your Amazon password.
I would like to change my password.
Please follow the directions from Amazon for how to change your password. Taproot Video does not store your password.
Where can I find the class discussion?
Once you are logged in, and you are on a class’s page, scroll down below the video window, and 4 tabs will be seen below the star rating for the class. One of these is labeled ‘Discuss’. Here you can leave comments, questions, etc. Only other students who have purchased the class will be able to see this section.
Do I have to use my real name when leaving a review?
Not if you don't want to. You can choose an arbitrary nick name when you sign up with Taproot Video. All reviews and comments will be attributed to this nick name, not your real name.
I think I saw one of your classes posted on someone's site. What should I do?
Wow, good eye! It would help us ever so much if you could contact us with an email at customer service

Questions related to purchasing

What if I want to buy more than one class at a time?
There is no limit to the number of classes you can purchase.
Why do I receive two e-mails about my order? Am I being charged twice?
You are not charged twice. Taproot Video uses Amazon Payment to process your class. Amazon will send you an email as soon as you have initiated a payment; this is not a payment. Only once you actually have the class ‘in your hands’ does Amazon take the payment. The second email confirms the transaction has happened. It is important to note that, when a DVD is ordered, you will not be charged (nor get that second email) until the DVD is at the Post Office and on its way to you!
Will my credit card be charged as soon as I purchase a streaming class?
Yes, since the class will be available to you immediately.
Will my credit card be charged as soon as I order a DVD?
No. A ‘hold’ for the purchase price will be placed on your credit card, but the card will actually be charged once the DVD is in the mail and on its way to you. In spite of this delay in charging, you will be able to watch the ‘included’ streaming functionality of that class right away.
Do you ship orders overseas?
Yes. We are able to ship DVDs to international addresses, but international customers can purchase streaming video directly from our site.
How do I know that my credit card is secure when I order from your website?
Taproot Video actually never receives credit card information. All credit card processing is performed by Amazon on behalf of Taproot Video. Additionally, we use industry standard Secure Sockets Layer (SSL) encryption to protect all information submitted to Taproot Video.
Why is sales tax added to the shipping and processing on my order?
The individual states tell us that we must tax shipping and processing charges. This is not a company policy but a state requirement.
I ordered a class to be streamed and was prompted for my street address. Why do you need my address if all I’m ordering is a streamed class, not a DVD?
The address is required to calculate if (and now much) tax we need to charge. The address is not stored in this case.
What forms of payment do you accept?
Taproot Video accepts payment through Amazon Payments. This means your classes can be conveniently paid for using your existing (or new) Amazon account.
Why do you offer different purchase options for different classes?
Taproot Video is a cooperative of instructors and each instructor can choose how they would like to offer their classes.

Questions about streaming

How can I make sure that I will be able to view a streaming class before I purchase it?
View the preview for the class on the same device that you plan to use to watch the full class. You will be able to view the full class if you can access the preview.
I purchased a class yesterday. How do I get to it today?
Just click on the button that says ‘Purchased Classes’. This will take you directly to the page listing all the classes you have purchased, if you are already logged in. Otherwise it will prompt you to first log in and then take you to that page.
My video is stuttering. What should I do?
This is cause by congestion in your internet connection. This often is a temporary situation and we recommend you stop the video, let it load a while, and start playing it again from the beginning. It should play smoothly now.
When I stream my class, I can watch it all the way through with no problem, but the progress bar at the bottom won’t let me move the button and decide what part of the movie to see. Why?
You are using Google Chrome. This is an issue specific to this browser. Please consider using another browser if this functionality is important to you. We are working on making this functionality available in Chrome in a future release.
How about international class streaming?
Your classes should stream for you no matter where in the world you live. All credit card charges are automatically transacted in U.S. dollars.
Can I watch my videos on an iPad or tablet?
Yes, our video site was built to work on all iPads and Android tablets. Layouts, scrolling or displays may vary depending on the device you have.
Can I watch my videos on my iPhone or smartphone?
Taproot Video does not recommend accessing the site from a smartphone. We are planning to optimize the site for smartphone access in the future. Please email customer service if this support is important to you.
Is Internet Access Required?
An Internet connection is required. We recommend that you have a good broadband or network connection for the optimal experience watching the videos.
Troubleshoot issues with Video
Check to make sure you can view videos on Youtube with the same device and browser you are using to take these courses. We also recommend you visit our browser compatibility test page
What about if I have dial-up Internet?
Your dial-up connection should work, if you already can view other videos online. As they say; ‘your mileage may vary.’ It won’t be ideal in any case, we recommend you purchase the DVD and don’t rely exclusively on the streaming functionality at all.

DVD orders and shipping

I just ordered a DVD, but I want to see the class now – not wait for it to arrive in the mail.
For many classes the DVD is sold in combination with 30 days of streaming. You can watch these classes immediately after your purchase, no need to wait.
I live outside the US and I know my TV uses a different “system” than in the US. Will I be able to play the DVD I buy from Taproot Video?
The DVDs we produce are not restricted by region, that is to say they will play in any region, no restriction due to that.
However, there are different standards for TVs in the world. In North America people use the NTSC standard TVs, in Europe they use the PAL standard, and there is a third standard called SECAM. See e.g. Wikipedia for more details. This applies to broadcast TV, but also has an impact on playing DVDs because a DVD supports only one of these standards. Taproot video produces NTSC DVDs.
These days many DVD players are capable of converting from one standard to another on the fly, and some TVs can accept multiple standards as inputs. A customer with equipment that can play NTSC DVDs will not have problems anywhere in the world, and this applies to almost all DVD players attached to computers. There should be no problem playing our DVDs on your computer.
How long does it take to receive my DVD?
DVDs take between 7-10 business days to arrive. Customers in Alaska, Hawaii, and U.S. Territories should expect delivery times of 3-5 weeks. Customers in Canada should expect delivery times of 14-16 days.
How do I know if you received my DVD order and when it has shipped?
You will receive an email confirmation when we receive your order and also one when your order is shipped.

Technical questions

What Browsers do you support?
We recommend you use the latest version of Firefox (on Windows and Linux computers) or Safari (on Macintosh computers). However, Taproot Video supports the three most recent releases of the major browsers (Firefox, Chrome, Safari and Internet Explorer) on Windows, Linux and Macintosh.
Taproot Video support version 8 and later of iOS for viewing on iPads and version 4.4 and later of Android for viewing on Android tablets.
Recommended Technology
PC system requirements (Windows):
  • Windows version 7, 8 or 10
  • 2GB of RAM or more
  • Color monitor with at least 800x600 screen resolution, 1024x768 recommended
  • Windows sound card
  • Speakers or headphones
Macintosh system requirements:
  • MacOS version 10.8 or above
  • 2GB of RAM or more
  • Color monitor with at least 800x600 screen resolution, 1024x768 recommended
  • Windows sound card
  • Speakers or headphones
We are planning to officially add support for Linux systems in a future release but anticipate that Taproot Video can be enjoyed on most modern Linux distributions without difficulties.
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