I am in Sacramento California. I log into the Model-Space website, make sure I am on the country I am in and do the Instant Messenger with the Model-Space rep. I have had no issues going this rout and they are extremely willing to help and will respond within 2 to 4 days if you do not get a IM Tech representative. Just give them your name and account information (usually your phone number or address) and they can pull up all your transactions. I have only once gone thru DeAgostini with a question and I was referred to the Model-Space customer service. I hope this helps.