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Help & FAQ
We want your experience with AudioGO to be as enjoyable and simple as possible. Below you will find a complete archive of our most frequently asked questions and you can search this archive by entering key words in the search box below
Enter a question here and search the FAQ database to find your answer
If you still can't find the answer to your question in the FAQ database then please use the contact support form available here where you can open a ticket. One of our agents will then get back to you as soon as possible.
Jump to an FAQ Category
- I've bought a download. What happens next?
- How do I download my audio titles?
- Can I send the download link in an email?
- How do I add my downloads into iTunes?
- Can I Download to an iPad or iPhone?
- I am using Google Chrome. How do I access the download manager?
- I can't see my files and have paid by Paypal
- I'm having a problem opening the Java Download Manager
- How can I search the site?
- How do I buy a Gift Voucher
- Can I download my Audiobook onto my Kindle?
- I want to purchase a title but I get the message that the title is not available for delivery to the country I have selected. Why is this?
- What should I do if I am not satisfied with my purchase?
- How do I redeem a Gift Voucher?
- How do I get to the website for libraries?
- How do I register an account?
- What are your delivery costs
- When can I expect delivery of my items?
- Can I track the status of my order?
Digital Orders
General Help
Physical Orders
- I've bought a download. What happens next?
You will shortly receive an email from us to confirm that your download is ready. (Please make sure that our email doesn’t go into your spam folder by mistake).
Please be patient, however, as downloads can take several minutes to arrive in your account.
Once you receive our confirmation email, you will then be able to see your download in ‘My Library’ (in ‘My Account’).
If you’ve left our website, you may need to sign in again to access ‘My Account’. (Your download will always stay in ‘My Library’, so there’s no hurry.)
For Instructions on how to download please see 'How do I download my items?' below.
Back to top ^- How do I download my audio titles?
The AudioGO website has a Download Manager to aid the smooth download of your audio titles. This Download Manager requires up to do date Java software in order to operate correctly. Java is a free piece of software that is installed in billions of products, and is usually pre-installed on home computers.
If you are experiencing any issues with your Download Manager launching then you may need to adjust the permission settings in your Java, or update the version on your computer. Help to do so is listed below.
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You have two options available to listen to your downloads. You can either download to your PC or Mac, and choose to transfer to your MP3 player or mobile device, or you can listen to your audiobooks online directly through your library.
1. Using the Download Manager
Log in to your account and go to 'My Library'
Click on the 'Download' button next to the title you require.
The site will download and prompt you to run the program to enable the Download Manager. This is a file which you should click to run Java to power the Download Manager. This is not installing software on your computer, as Java is a free, universally used progam, pre-installed on nearly every computer. If you do not have Java you should prompted to install or update it. If not you can do so here (Macs have their own version of Java which is managed through 'Software Update' within the Apple menu).
When the Download Manager is ready you will be asked to log in to it and the books in your library will appear.
Once the download is complete you can play your files or import to your media player, such as iTunes, Zune, Mediaplayer, RealPlayer etc, then sync to your media device.
If you have any issues launching the Download Manager this way, you can Download it directly from THIS LINK
2. Using the Download in Browser
If you are having issues launching the Download Manager then there may be a conflict with Java on your computer.
To download without Java, instead using your web browser window, click on 'Download in Browser'
In the pop-up window choose which track to download, or select 'Download All'
- 'Download All' in Internet Explorer will require you to confirm the download and save each track. Internet Explorer visual guide
- 'Download All' in Google Chrome will require you to 'Allow' the files to download. Chrome visual guide
- 'Download All' in Firefox will require you to choose to 'Save' each file before it downloads. Firefox visual guide
- 'Download All' in Safari will queue and start your downloads. Safari visual guide
Once the download is complete you can play your files or import to your media player, such as iTunes, Zune, Mediaplayer, RealPlayer etc, then sync to your media device.
Back to top ^- Can I send the download link in an email?
No. There are restrictions on the file which prevent this. If you wish to save the file to a different computer then log into 'My Account' on the other computer and download the file again onto this machine.
Back to top ^- How do I add my downloads into iTunes?
To import into your iTunes library:
- Open iTunes
- In the top ribbon click 'File'; then 'Add folder to library'
- Select the file from where the download has been saved. Open until you have the unzipped folder. Select and then click ‘OK’ at the bottom of the window.
- The files will then import into your library.
- From here you can transfer to any Apple device.
Back to top ^- Can I Download to an iPad or iPhone?
You cannot download directly onto your iPad or iPhone. Instead you will first need to save the download into iTunes via your PC or Mac and then sync to your device. See 'How do I add my downloads into iTune?'
Back to top ^- I am using Google Chrome. How do I access the download manager?
You have two options available to access your downloads. You can either download to your PC or Mac using our Download Manager, or download via your Web Browser.
1. Using the Download Manager
Log in to your account and go to 'My Library'
Click on the 'Download' button next to the title you require.
The site will download and prompt you to run the program to enable the Download Manager. The file is a .jnlp file which you should click to run Java to power the Download Manager. This is not installing software on your computer, as Java is free, universally used progam pre-installed on nearly every computer. If you do not have Java you should prompted to install or update it. If not you can do so here: http://java.com/en/download/index.jsp (Macs have their own version of Java which is managed through 'Software Update')
When the Download Manager is ready you will be asked to log in to it and the books in your library will appear.
Once the download is complete you can play your files or import to your media player, such as iTunes, Zune, Mediaplayer, RealPlayer etc, then sync to your media device..
2. Using the Download in Browser
If you are having issues launching the Download Manager then there may be a conflict with Java on your computer.
To download without Java, instead using your web browser window, click on 'Download in Browser'
In the pop-up window choose which track to download, or select 'Download All'
- 'Download All' in Internet Explorer will require you to confirm the download and save each track. Internet Explorer visual guide
- 'Download All' in Google Chrome will require you to 'Allow' the files to download. Chrome visual guide
- 'Download All' in Firefox will require you to choose to 'Save' each file before it downloads. Firefox visual guide
- 'Download All' in Safari will queue and start your downloads. Safari visual guide
Once the download is complete you can play your files or import to your media player, such as iTunes, Zune, Mediaplayer, RealPlayer etc, then sync to your media device.
Back to top ^- I can't see my files and have paid by Paypal
If you've paid by PayPal but cannot see any files in your library, please contact us using this form.
Back to top ^- I'm having a problem opening the Java Download Manager
If you are experiencing problems with the download manager, please try this link.
Back to top ^- How can I search the site?
- Search button at the top of the page
- There is a drop-down button to the left of the search field where you can choose a category or subcategory
- Advanced Search page where you can choose multiple categories including author(s), publication dates, narrator, publisher, and description to expand or narrow your search options.
- Browse Categories and Subcategories (found on top menu bar and left side menu)
- On Category and Subcategory pages there is a breakdown of results by Author, Narrator, Type, Format, Length to the left
- Filter results by Relevance, Highest Customer Rated, Top Selling, Title, Price, Playing Time, or Release Date
- Best Sellers is a great way to see what the latest trend is for CD's and Downloads so you don't miss out!
- Site Map
Back to top ^- How do I buy a Gift Voucher
- From the AudioGO homepage click on ‘Buy Gifts’ at the top of the page.
- You then need to Log In, or Register a New Account, to purchase the voucher.
- Once you’re logged in, click ‘Buy Voucher’
- Select the amount you wish to give.
- Fill in your name, your recipient’s name and the personal message for the voucher.
- Click 'Continue'.
- You will then need to complete the purchase process like a normal order through the checkout and payment system.
Back to top ^- Can I download my Audiobook onto my Kindle?
Our audiobook downloads are delivered as MP3 files. It is possible to transfer MP3 files to a Kindle.
For further instructions on this please visit Amazon’s Kindle help pages.
You cannot download our audiobooks directly onto your Kindle, but you would be able to download onto your PC/Mac and then transfer to your Kindle via USB.
Back to top ^- I want to purchase a title but I get the message that the title is not available for delivery to the country I have selected. Why is this?
Unfortunately we do not have the rights to sell this particular title in the country you have selected. You will need to change your selection.
Back to top ^- What should I do if I am not satisfied with my purchase?
If you are in any way not satisfied with any CD title bought from AudioGO, you can return it to us for an exchange or full refund, provided we receive it, in saleable condition, within 30 days from the date of your order. Download titles cannot be refunded unless they are faulty.
UK, Europe, and Rest of World
Please send returned items to:
AudioGO Returns
C/O The Audiobook Collection
FREEPOST (BA1686/1)
Bath, BA1 3QZ
North and South America
Please send returned items to:
AudioGO Returns
C/O AudioGO
42 Whitecap Drive
North Kingstown, RI 02852-7445
Back to top ^- How do I redeem a Gift Voucher?
- Log In or Register for a Free Account
- Click on 'Redeem Gift Cards' at the top of any page or on the Menu on the left.
- Enter your unique voucher code into the box and click 'Add Voucher'.
- Your account will now be credited with the value of your voucher and you can continue to shop.
- There is no expiration date on the redemption of your voucher.
After you have added your voucher credit, whenever you are logged in to your account you will see the remaining amount of credit you have available and you have the option to use all or part of this credit towards a purchase.
Back to top ^- How do I get to the website for libraries?
Click on the link that says 'Librarians Click Here' at the top of the website to the right of our social media icons.
Back to top ^- How do I register an account?
- Click on 'Sign In' button on the top right of homepage
- Click on 'Sign Up for Free Here' button
- Fill in required information to establish an account
- If you were referred by a friend, add Referral Code or their Email Address
- Check boxes if you would like to be added to our mailing list
- Make sure to enter the Captcha so we know you are Human and not Spam
- When all required fields have be filled in, you will have a valid account
- You should receive an automatic email from AudioGO verifying you opened an account. Be sure to check your junk folders and add AudioGO to your safe sender list
Back to top ^- What are your delivery costs
UK Site
There is no delivery charge for Download titles. Please see 'How do I download?' above for some instructions.
All UK orders of CDs or Large Print Books over £40.00 will receive FREE P&P. (Please note, the value of download titles purchased does not count towards the £40.00 total).
CD and Large Print Book Delivery Charges:
UK Europe (EU only) Rest of the World One title (4 CDs or less) £2.50 Up to three titles £4.99 Up to three titles £9.99 One title (5 CDs or more) £3.50 Each additional title Add £1.00 Four titles £13.99 Two or more titles £4.50 Each additional title Add £3.00 All UK orders over £40.00 Free US Site
There is no delivery charge for Download titles. Please see 'How do I download' above for some instructions.
CD Delivery Charges:
US – 1st class – single piece parcel Canada Mexico Rest of the World Up to 6 CDs - $3.50 Up to 6 CDs - $5.50 (1st class international parcel) Up to 6 CDs - $8.25 (1st class international parcel) Up to 6 CDs - $10.76 (1st class international parcel) Up to 21 CDs - $9.40 Up to 21 CDs – $8.95 (1st class international parcel) Up to 12 CDs - $9.80 (1st class international parcel) Up to 12 CDs - $12.50 (1st class international parcel) Up to 64 CDs - $19.40 Up to 64 CDs - $24.25 (FedEx international ground) Up to 21 CDs – $14.45 (1st class international parcel) Up to 21 CDs – $17.65 (1st class international parcel) Free freight if cart is over $75 Free freight if cart is over $75 Up to 28 CDs - $20.65 (1st class international parcel) Up to 28 CDs - $24.52 (1st class international parcel) Up to 64 CDs - $39.40 (Priority mail international)Up to 64 CDs - $53.40 (1st class international parcel) Free freight if cart is over $100 Free freight if cart is over $100 Back to top ^- When can I expect delivery of my items?
All CDs and Large Print Books are subject to availability.
US & UK orders are sent by 1st Class post within 24 hours (where a title is in stock). If a title needs to be ordered in or duplicated, please allow up to 7 days for delivery.
All International airmail orders (EU, Canada, and ROW) should allow up to 21 days for delivery.
Back to top ^- Can I track the status of my order?
Once your package ships we will send an email with a link to track your order. You can check the status of your order by logging into your account. If you have any questions about your order please contact us using our online form which can be found here:
Back to top ^
