FAQs / Help

Maggie employs a small team of part-time working parents to support her work and we receive a high number of inquiries.

Let’s start by seeing if your question is already answered below:

I have a question before I buy something in the shop

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.

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.

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

Due to huge delays and lost parcels, we are no longer posting to countries outside of Australia. Most of Maggie’s products are available in digital format so we encourage you to choose those. Also, SOME of Maggie’s resources are distributed by Amazon. Several of her books are also available on audiobook so check your usual audiobook provider for copies.

All prices on our site 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.

STANDARD AUSTRALIA POST – $7.50 for a single item and $10 for two or more items.
EXPRESS AUSTRALIA POST – $10 for a single item and $15 for two or more items.
–NOTE WE DO NOT SHIP INTERNATIONALLY–

Note: When downloadable/digital goods are included in your order, they will not be counted when calculating shipping costs.

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
4-14 Business days (not including lodgement day)

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 at least one business day for processing orders.

**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.

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.

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 you can also use the player next to your item in MY DOWNLOADS to stream the audio.

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

After purchasing an audiobook in Maggie’s shop you’ll receive 2 files. Go to My Downloads in your account area to download. In general, the ZIP file is the most universal format, suitable for most devices. The M4B file is a specially formatted audiobook file for iTunes users. See below for information on listening to the audiobook on specific devices:

Apple Computers

Download the M4B audiobook file to your computer, open iTunes, go to File > Add to library to import the file and choose Audiobooks from the dropdown at the top left.

iPhone/ iPad/ Apple Watch

We have found BookPlayer to be the best free audiobook player in the iOS app store. Use this link or search for BookPlayer in the app store app. Once the app is downloaded and installed, download the audiobook ZIP file to your device. By default the file will download to your ‘Downloads’ folder.

Open BookPlayer and follow the steps in this graphic to import the audiobook. Note, the step in 5th screenshot, where you create a playlist, is optional but worth doing as it ensures that all the chapters are kept together for better management.

Screenshots showing importing an audiobook ZIP file to the BookPlayer iOS app

 

Android Phones/Tablets

Your android device will play the mp3s contained in our ZIP file without additional apps. However, a dedicated audiobook app will allow you to save bookmarks, pick up where you left off and help keep your audiobook separate from your music library. We have found Simple ABP Free and Smart AudioBook Player to be 2 of the best free audiobook apps for Android. Simple ABP Free should allow you to open the audiobook directly from your downloaded files (easiest) while Smart Audiobook Player has a smarter look, and is good if you have a larger library of audiobooks but requires a couple more steps before you can start listening.  Download them in the Google Play Store.

Note: these instructions are for newer Samsung mobile an other Android phones may differ slightly…

Start by downloading and opening our audiobook ZIP file on your device – your downloaded file will either appear on the notifications bar or can be found in the My Files app, in Downloads. When you tap on the downloaded ZIP file you should be given the option to Extract the mp3s from the ZIP file. A folder will open with the extracted mp3s each with the book cover next to them.

If you are using your default Android music player or Simple ABP Free you can tap on the first track (0.1 Opening Credits.mp3) to open it and start listening. Simple ABP Free has a button in the lower centre for chapter selection.

Screenshot pf steps to open and extract the ZIP file and open the mp3s in Simple ABP Free

If you are using Smart AudioBook Player you can now open the app, go to settings and tap the folder icon in the upper right to add the folder where your audiobook stored. Use the icons at the upper right to select between phone and card storage then browse to ‘downloads > MotheringOurBoys-MP3’. On closing the settings the app should discover your audiobook and display Opening Credits. You may wish to turn on ‘ID3’ to display the track titles. Tap on the chapter title to change chapters.

Screenshot of steps to select the audiobook folder if using Smart Audiobook Player

Windows computers

Download the audiobook ZIP file to your computer, open the file and choose Extract All in the toolbar to unpack the ZIP file to a new folder. You can now go to the Play/Music Tools in the toolbar and select Play all to listen in your default audio player. Alternatively, you may want to open your preferred audio player and import the extracted files.

Note, If using iTunes for Windows see ‘Apple Computers’ instructions above

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 advice for 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.

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. Where we have supplied .MOBI files, this is for Kindle devices.

Apple Computers, iPhones or iPads
The iBooks app comes as standard and your apple device should open your epub file automatically. Please ensure you are using Apple’s Safari browser for this to work.
To download, click on the .epub file in your dashboard and you will see a blue down arrow in a circle appear (next to the address bar) to show it is downloading. Click on this arrow and click on the file. It will then ask you if you would like to open the file, click yes, and then it will open up in iBooks.

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.

Windows computers
One of many ebook readers for Windows 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. Another reader that is very simple to use is SumatraPDF.

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.

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.

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 according to Australia Post (although please note these can vary slightly):

STANDARD DELIVERY
4-7 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 at least one business day for processing orders

**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.

If you have been waiting longer than the delivery periods stated above then please email Sales via our contact page or call our product manager Steve on 0429 465 083.

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.

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.

I have a question relating to the membership community

Our membership community is flexible and no-obligation. If you want to try it out, you can choose to sign up for our monthly plan ($5pm) and cancel your subscription with no penalty, whenever you like. If you subscribe annually, your annual subscription will automatically renew one year from signup, however we’ll email you 7 days prior to remind you and give you the opportunity to continue or cancel your subscription. 

First, make sure you are logged in and then go to the members area. You will see on that page (your dashboard) a graphic that says “Exclusive Offer”… underneath that is this month’s code. It’s also further down the page under an Exclusive Discount banner. Copy the code and head to commonsenseparenting.com.au. Add whichever webinars, masterclasses, online courses or conferences on video you wish to purchase to your cart than paste the code in the coupon

You can update your payment details or cancel your membership (we’ll be sorry to see you go!) at any time by going to Manage Membership in My Account.

Note: After cancelling, you will still have access to the Members’ Area until the end of your billing period.

Simply head to the Q&A page (make sure you’re logged in of course) and there’s a box where you can submit a question to be answered in the next Q&A. Please include your children’s ages (it helps Maggie to know what stage they are at). Even if you can’t join us live for the session, you can watch Maggie’s response back in the replay whenever you like.

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. You may also wish to check out the options for licensing Maggie’s content to share her presentations online with your school, organisation or community.

Tickets purchased through Trybooking (most of Maggie’s events):
Please go to trybooking.com/resend-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 email account may have a spam filter that is preventing the emails from getting through. If that is the case, please contact Events & Bookings via the contact page.

Tickets purchased through Ticketbooth (Maggie’s one-day conferences):
If you are unable to locate your conference ticket/s (they would have been sent from Ticketbooth to the email address you gave when you booked – so please check your spam folder, or if using Gmail, your promotions and update folders too), then follow this link to get your tickets reissued through our conference ticketing provider Ticketbooth.

Tickets purchased for one of Maggie’s webinars or masterclasses:
If you have signed up to one of Maggie’s webinars or masterclasses and you’re having trouble finding your transaction email or your link to the event, please note these come from her commonsenseparenting.com.au website. To access your content/Zoom links, etc. please login directly at the commonsenseparenting.com.au site using the email and password you set when you purchased the class. There, you will find instructions for joining the live event, plus you can access the replay (after the event), handout, further info and free download gifts via the “My Content” tab. If you have are still having issues, please contact Maggie’s tech support team.

Babes in arms are welcome but Maggie’s events are generally not suitable for toddlers and older children. Some venues have quiet rooms.

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. Please note our newsletter subscribers get first-release access to tickets.

Once an event has sold out, a waiting list will generally open on the ticketing page and we will email everyone on the waiting list should an extra ticket allocation become available.

Details of Maggie’s seminars and topics plus contact details for enquiries and bookings can be found on the Booking Maggie page. Please note, Maggie has limited availability for live presentations. You may also prefer the more cost-effective, flexible option of licensing on of Maggie’s webinars, masterclasses or online courses for your school, organisation or community group. Find out more about licensing Maggie’s content.

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.

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. Also please be aware that Maggie does take questions from members in her Membership Community… members can submit questions which Maggie answers in monthly Q&A webinars or individual videos tackling particular questions.
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.

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 webinars, seminars, membership community and through her presentations at conferences. 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.

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

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

Maggie does not accept unsolicited submissions for guest posts on her website blog sorry. She does regularly share articles of interest on her Facebook page so if you do have a published article you think she’d love, which is not promoting a product (and which is relevant to her audience), email media enquiries via our contact page.

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

Still got questions?