Frequently Asked Q&A
We've provided this page in order to answer some of the most frequently
If you can't find an answer to a question here, please email
How can I place my order?
A: We strongly recommend placing your order
online and making payment with your credit card on our secure server.
Your order will enjoy immediate attention when placed online. Rest assured
that your credit card information is never stored on our secure server.
Secure Socket Layer (SSL) technology with 128 bit encryption so you never
have to worry about your credit card number being compromised. We process
your credit card with VeriSign,
one of the most secure payment gateways on the Internet.
If you prefer, you may place your order by email, fax, or regular mail;
however, services not ordered online may take longer to deliver. Please
refer to the bottom of this page for our contact information.
What is the fastest way to order?
A: Just to reiterate, without a doubt, the fastest way to place
your order is online and pay with your credit
card on our secure server. Your order will enjoy immediate attention when
Q: What credit cards do you accept?
A: When ordering online on our secure server we can accept all
major credit cars.
- American Express.
Please do not send your credit card information via email. You may send
your credit card information via Fax and mail using our order form, however
a photo copy of the credit card must accompany the order. An additional
$5 charge is incurred for manual payments of credit cards.
We also accept the following as payment;
- A cashiers check drawn on a U.S. Bank
- Money Order (US currency only)
Money orders can be obtained from financial institutions and most post
offices. If ordering outside the USA, always ask for an "international
money order". Our Canadian clients may also use Canadian (non-international)
money orders in US currency.
payments should be made payable to SearchBug, Inc.
and sent to:
119 N. El Camino Real #136
Encinitas, CA 92024
the above forms or payment be unavailable or inconvenient, we also accept
cash (US currency only for the exact amount of the search, please do not
send coins). We strongly recommend insuring mailings containing cash.
Please inquire at your post office about the best options available to
you. Please note that we do not recommend sending cash through the mail.
Q: How do I know my credit card payment has been
A: When you submit your credit card information and your payment
is approved, you will be given a receipt and issued a transaction number
"Invoice #". This number will appear on your confirmation screen.
We suggest you write it down (or print the page using your browsers Print
function) for your reference. Please include this Invoice number in the
subject line of any correspondence.
The transaction will also appear on your credit card statement, as SearchBug, Inc. We do not issue separate acknowledgments or receipts,
however, you will receive an email letting you know your order has been
received and accepted and another email with your receipt.
do not receive an order confirmation email or a receipt via email within
an hour of placing your order, please notify
our support staff.
Can I change or cancel my order once submitted?
A: Orders placed online are processed immediately. It is therefore
almost impossible to cancel or change an online order once submitted and
the credit card has been approved. You may need to place a new order with
the correct information and unfortunately another fee may be incurred.
If your original order was placed for the wrong search and no information
is found, you may not be charged, however if you know the information
or search was wrong, please contact us immediately by email at our customer
care email address. If a case has been opened by the investigator
and we're able to cancel the order a minimum $10 case filing fee will
If you placed your order by email, fax, or regular mail, you may or may
not be able to cancel it, depending on whether the order has already been
processed. Please contact us immediately by email at customer
Q: How will I receive the results of my search?
A: You will receive the results of your search by email unless
you specified otherwise at the time you placed the order. This has proven
as the fastest and most convenient means of delivery for most clients.
Please make sure we have your complete and correct email address. Without
a working email address, we may be unable to deliver the results of your
search promptly. Providing a working email address is the responsibility
of the client. Yahoo, AOL & Hotmail often block, delete, or move email
from people you don't know or are not in your address book to spam or
junk folder. Please check the filters you have set for your email provider
and allow email from firstname.lastname@example.org to ensure email delivery.
If you prefer to receive the results of your search by fax or regular
mail, please provide your fax number and/or send us a separate email with
your invoice number and complete mailing address. There is an additional
$5.00 fee for faxed reports and a $8.00 fee for mailed results.
don't have a fax number you can Receive Faxes in Your Email Inbox! Get
faxes without tying up your phone line or sharing the company fax machine.
How soon will I receive the results?
A: Please review the "Estimated Turn Around Time" for
each search. Most are completed and results delivered within 3 - 5 business
days of receipt of order and payment unless otherwise noted. Results will
be sent to you as soon as they become available. Please note that our
"turn around" times are estimated based on an average of searches
performed. Some searches can take up to 4 weeks, however you will be notified
if your search is taking in inordinate amount of time or delayed for a
of all orders is as expedient as possible. We welcome your inquiries,
however please understand that orders and results of orders are first
priority. Responding to order status requests can sometimes take a little
longer than actually posting your results from the investigator. We want
to serve you as quickly as possible. The moment the investigator obtains
your information he will email it to you. If he sends your information
to us, we will forward it to you ASAP. Please contact us if you do not
receive an email confirming receipt of your initial order.
Q: Are the results of my search guaranteed?
A: Yes. Most searches can be completed to our customers' satisfaction.
In the unlikely event that we cannot provide the information you requested,
your payment will be refunded in accordance with our refund
policy for each search. If you made your payment by credit card, your
card will be credited appropriately once you request
a refund. Other forms of payment will be refunded by check and delivered
by regular mail. We will need your full name and mailing address for check
The results of your search are guaranteed to be correct at the time your
search is completed. If your subjects move and/or change numbers frequently
or recently your results may be the Last Reported information available.
If no results are found, you will be sent an email with your options,
one of which is requesting a refund.
If the information you provide for search is incorrect (e.g., misspelled
or non existing name, address or phone number, or incorrect VIN format),
or some of the required information is not provided (e.g., street type,
such as "Blvd.", or applicable Apartment/Suite/Unit number),
or any of the information provided is not spelled out fully (e.g., "Arlington",
rather than "Arl."), or there is a mismatch between the type
of information required and that provided by the client (e.g., a pager
or cellular phone number is supplied where an unlisted phone number is
required) and the search therefore cannot be completed, the client will
be charged a "no-hit" fee in some cases. Please refer to each
search for specific "no-hit' fee details. VIN searches are non refundable.
What happens if a positive result to my search does not exist?
A:: If, for example, you order a search for a drivers license
for a particular subject, and your assigned investigator finds out that
your subject does not have a valid license in the state requested, such
finding is your result. You may be charged the regular fee or a special
no-hit charge may be incurred for results of this type. (Refunds will
be issued in accordance with our refund
that you check for the existence of the expected result prior to placing
your order whenever possible. For example, you may be able to verify through
Directory Assistance (411 or 00) that there is an unlisted number at someone's
address, although you will not be able to obtain the actual number. That
way, you'll be sure that you order the correct search.
have any doubts about what to order or need assistance ordering the correct
search, please email customer
Q: Why would No-Info be available for
a VIN or Tag search?
Our investigators utilize both Law enforcement agencies and the DMV in
the state you specified in your request to find your information. If any
organization does not have the vehicle Tag or VIN on record for the state
you submitted, your search results will be negative (No-Info).
If the vehicle is not registered or has not been registered in the last
1 - 2 years in the state you specified in your search, the search
could also come back as negative (No-Info).
The most common reason for No-Info available is an error in entering the
"you supply" information. Tag's & VIN's are typically numbers
and letters, don't mix up the number "1" for the letter "I",
or the letter "g" for the number "9". Numbers often
get entered as letters or visa versa, be super careful. Once your data
is entered and our investigator submits it to the agencies (which is immediate),
we can not recheck your search without incurring an additional fee.
common problem is searching for a brand new vehicle with new or transferred
plates (plates from another vehicle). It can take a dealership up to 90
days or longer to process DMV paperwork on recently sold vehicles. A dealership
can not even process paperwork until the financing is compete. So if there
are any delays in financing it could take 90 days from the date the lender
finances the vehicle.
reasons no record would be found can include transfer of title (via trade
in, sold to another party), replaced TAG with speciality plates, pending
transaction (late renewal, failed inspection, name change, address change,
etc), sold out of state or many others.
search results are negative (No-Info) your fee is still non refundable
since the agencies which provide this information require prepayment of
fee's no matter what the results are.
Can I dispute the results provided to me?
A: Of course. We ask that you send us an email stating
that you think the results are incorrect and why. We will send your request
to the investigator that processed your search initially and ask that
he recheck your results. We want our customers to be satisfied that the
investigators did their job. If the results from the recheck come back
the same, then we ask that you show the results provided to you to be
incorrect (i.e.. you attempted to send a letter to the address we provided
and it was returned, or if you hired another investigator and they found
different results, you would need to provide the investigator name and
or company and the results they obtained). Please note that all information
is derived from third parties and the investigators are told the information
provided is the most current and accurate. If you find this to be incorrect,
we need to show them proof.
are unhappy with another aspect of the service you ordered, please email
us at customer care. By not writing to
us within 10 (ten) days of the date on which you received your order results,
you are irrevocably waiving your rights. Due to the amount of orders we
receive, and the time involved to research requests, we can not honor
disputes or appeals after the 10 day period has expired. Please notify
our office asap if you think there is a problem with your order.
Are the searches confidential?
A: YES, Absolutely, Positively. All searches are completely
confidential. We will never make our clients' information available to
a third party.
Will the person I requested information about know that
I am trying to find his/her information?
A: No, never. We never contact the subjects of the searches. The
subject has no way of knowing about the search or who ordered it. The
same holds true for any type of search we provide -- no one will know
about your search unless you tell them yourself (which is against the
policy and terms of service).
INTERNET SECURITY AND RELIABILITY
Q: Is it secure to make online credit card payments
on your site?
A: Yes. For credit card payments and verification, we us SSL technology
with 128 bit encryption and the VeriSign payment gateway to protect your
credit card information. Your credit card information will be transmitted
via a secure server. We never store credit card information on our web
site or our servers. Do not email complete credit card information.
How am I protected from credit card fraud on your site?
A: We use the latest online fraud tools to detect fraudulent
activity and have successfully helped both the secret service and several
local law enforcement agencies track down and prosecute suspects using
stolen credit cards.
are a new customer or do not have an order history with using our services,
you may receive a call from our customer service staff to verbally verify
your order. If you place several orders on line within a 30 day period,
or the dollar amount of your requested searches exceeds our current processor
guidelines you may be asked to complete a credit card validation form
and fax it with proof that you are the card holder (copy of credit card).
If you plan to order several searches or the dollar amount of your initial
purchases exceeds $250, you may want to complete the form in advance to
save time. Click
here to find the forms.
Q: How will I know that my order and payment
have been received?
A: Each search screen (form) is followed by an order form with
your name, address, email address, and credit card information. Once submitted
and approved, you will see a screen confirming that "Your order was
successfully submitted" and you will be able to print the transaction
receipt will also include an Invoice Number. Please include this Invoice
Number with any correspondence.
In the extremely unlikely event that you receive an error message indicating
that your information could not be successfully transmitted over the Internet,
please send us an email.
This may occasionally, although rarely, result, for example, from the
incompatibility of some browser versions. Although we have no control
over the transmissions over the Internet or the compatibility or settings
of your browser, we will do our best to assist you in successfully submitting
What is the difference between "unlisted" and "non-published"
A: The expressions, "unlisted number", "unpublished
number" and "non-published number" (also known as "non-pub")
mean similar things. These numbers are not listed in the local Telephone
Directory and not normally available through Directory Assistance (411)
or telephone operators (0 or 00).
What is a CNA?
A: CNA stands for Customer Name
& Address. If you have a phone number and you want to find
the persons name and/or address that goes with that phone number if it's
listed, unlisted, non-published, unpublished or whatever, we can find
it... Guaranteed or no fee*.
sure you use the right search for the right phone number.
or business land line, Cellular
# or Pager or Voice
Can you find ANY phone number?
A: Please refer to our Directory
for search categories. Our success (hit) rate is very high, but we may
not be able to find information on maximum security numbers and certain
special numbers, such as blocked government numbers for example. In such
cases, we will refund your payment under our no information - no charge
policy. We will not obtain celebrity numbers.
What happens if I order an unlisted number search, and the number turns
out to be a pager or cell phone number?
A: To avoid delays, we suggest that you check for the existence
of the expected result prior to placing your order whenever possible.
For example, you may want to dial the phone number and see if you get
a pager or cell message, or dial 411 or 00 and ask the operator. We also
have a tool at the bottom of the order page that may help you.
If you request a CNA for an unlisted number and it's
a cellular or pager number, there is a $5 no-hit fee. We will also let
you know what type of number you have and give you the opportunity to
upgrade your order to the correct search to get your CNA.
Do you offer quantity discounts for high volume orders?
A: Yes, depending on your situation. Please email
sales department. The minimum monthly volume requirement is $1500.
Two consecutive months or minimum sales volume qualify for a 10% discount.