If your question is not addressed on this page please e-mail us at info@livewwwires.com

Select from below to jump to questions about:

Shipping
Making a purchase & Using the Shopping Cart
Return policy
Privacy policy

About the Missing Kit
Technical requirements

View your shopping basket

SHIPPING

Q: What are the shipping charges for the Missing Kit?
LiveWires offers a flat-rate price of CDN$5 per Family Kit anywhere in Canada, and CDN$10 for the Workshop Kit.

Q: Do you ship internationally?
We can ship the Missing kit anywhere in the world. Customers in North America may use our online shopping system. International customers should contact us at info@livewwwires.com.

Q: When will you ship my order?
After receiving an order, we will ship your kit to you within 24-48 hours. Orders received on the weekend will generally be shipped on Monday. You will receive an email from us confirming your order has been shipped.

Q: How long will it take to get to me?
NOTE: Please allow 4 weeks for delivery of the Workshop Kit. The Family Kit is currently available for immediate delivery.

Orders within Vancouver: next business day
Orders within BC: approximately 1 - 2 business days
Orders elsewhere within Canada: approximately 2 - 7 business days
Orders outside Nth. America: contact us

return to top |  view shopping basket

MAKING A PURCHASE

Q: How do I order a product online?
It is easy to make an order. Choose between the two Kit types, and click 'BUY NOW' on any items you wish to purchase. This will take you to product page which asks to input the quantity of Kits that wish to purchase. Click on 'ADD TO BASKET' to add that selection to your shopping basket. You can now 'CHECKOUT' or continue browsing. When you are ready, click on 'VIEW SHOPPING BASKET' to make sure everything is there then 'CHECKOUT'. You will be asked for a few details that we need to be able to satisfy the order like your billing address, delivery address, shipping type and payment details. We accept Visa and Mastercard. Press 'CONTINUE' between each screen. After entering your credit card number, press the 'CONTINUE' just once and wait for the number to be validated. This may take a few seconds. Make sure not to press the 'CONTINUE' button again. Once you have verification you're done! You Missing Kit is on its way!

Q: Why is it when I click 'Add to basket' and I look in the basket, nothing has been added?
There are a couple of possibilities:

1. You left an item in your shopping cart for more than 30 minutes. Our system automatically empties carts that have been left unused.

2. In order to remember the items in your shopping basket while you are exploring our website, your browser uses 'cookies' to store this information. 'Cookies,' if you don't know, are small files that websites can place into your browser in order to temporaily saves bits of information while you're browsing. LiveWires uses cookies when you are in our shopping area so that things you place into your shopping cart will be saved while you shop. Sometimes your browser's security can be set too high and it will block informational 'cookies' from getting to your computer.

Internet Explorer users may need to lower the security level that has been set in your browser. Go to your Internet Options, select the Cookies or Security Setting (depending on whether you are on PC or Mac) and reduce the setting to something 'less secure' or to 'Always Accept' cookies. This setting still protects you from malicious 3rd-party cookies but it allows our cookie to be added into your browser. You can set it back afterwards, if you want. Relaunch your browser and go to www.LiveWires.com again.

Some AOL, WebTV and Home.com users may have problems as these companies use multiple transparent proxy servers which don't work well with some shopping carts. Please contact us by phone or e-mail to order from us if you are having these problems.

Q: What methods of payment do you accept?
We accept Visa and Mastercard. You can also purchase the Missing Kit by mail. Download our PDF form. Print this form out and send it along with a certified check or money order to the address on the form. Click here for forms and mail-in purchasing details.

Q: Is it safe to use my credit card on your website?
Yes! Your credit card order is securely processed by PSiGate. Secure Sockets Layer (SSL) is a protocol developed by Netscape® and used by PSiGate to provide secure transmission of private information being sent over the Internet. SSL uses public and private key pairs to prevent data from being compromised while in transit over the Internet.

Once you have entered something into your basket, the checkout process is completely secured: look at the status bar at the bottom of your browser window you will see either a lock symbol or URLs starting with 'https://' which indicates our site is secure. (NOTE: Some older browsers, like Netscape 4.x, do not display the 'lock' symbol when in a site that uses frames, like this site. These pages are secure; the browser just isn't indicating it correctly.)

Q: What currencies do you accept?
LiveWires offers both Canadian and American customers the ability to shop in their own home currencies. Just click on the country of choice when you enter the shopping area and all prices will be displayed (and subsequently charged on your credit card) in your currency.

return to top |  view shopping basket

RETURN POLICY

Q: What is your return policy?
LiveWires warrants that MISSING CD-ROMs are free from defects for 90 days from the date of shipping. This warranty is only applicable if such failure is not a result of an accident, abuse or misapplication. If a CD-ROM is found to be defective during this 90 day period, return it to LiveWires.

Note: LiveWires is not responsible if a non-defective CD-ROM fails to perform on your computer equipment. For more information, please see the system requirements or e-mail LiveWires at info@livewwwires.com

return to top |  view shopping basket

PRIVACY POLICY

Q: What is your privacy policy?
When you submit your order, LiveWires Design Ltd. asks for some personal information along so that we can contact you in the event your kit is misdirected. LiveWires guarantees that your personal information will never be sold or passed on to a third party for use in mailing lists, surveys or for other purposes. We oppose SPAM and have no interest in furthering this problem.

return to top |  view shopping basket

ABOUT THE MISSING KIT

Q: Would my 15 year old benefit from the Missing game?
The game was designed for children 11 - 14, but many parents have told us that their 15-year-olds benefited much. It depends on the maturity of the child.

Q: Does the game expose children to sexually explicit content?
The challenge of Missing is to communicate the danger that a predator poses - without using materials that are frightening or sexually explicit. To do this, the Missing team worked with thirteen specialists: teachers, guidance counsellors, and police officers. These professionals vetted all images and video sequences.

The roles of the abused children were played by child actors. Two of the images show children with bruises, looking very unhappy. One image shows a teenage girl in a halter top, holding up her hands to ward the predator away. These images communicate the fear that a predator instills in children, without detailing the exact nature of the abuse.

Q: Why do some adults find the game difficult to play?
This generations of children cut its teeth on computer games. They are very good players, so if the game were not challenging it would not hold their interest. Parents who are unaccustomed to computer games may find it difficult to win the game, which is why the answers are on the back page of the Parent Teacher Guide. We also supply a training manual in the Teacher's office on this website.

Q: How long does it take to play the game?
The game is on two discs. The first part of the game takes about 60 minutes, the second part about 90 minutes. There are two endings to the game. In one case Zack is rescued and in the other the police continue to search for him. The training materials on the Electronic Guide disc explain how to work with children in both cases.

Once children have won the game, they know the solution. However, many children choose to play the game a second time for the fun of it. On four separate occasions this has become a problem in schools because the kids refused to leave the computer lab after school let out. We do not have a solution for this problem!

Q: Is Missing just a game, or is it designed to be an educational experience between adults and children?
Missing is NOT just a game. It is a learning experience designed to be shared by facilitators and children. In the Internet Safety Centre on this website, we illustrate how teachers, police officers and parents can use the game to open a conversation on Internet safety with children.

Q: How long are the workshops?
The Electronic Guide disc contains three hour-long workshops for adults. However, the video and discussion groups are flexible and can be altered to fit your needs.

Q: I'm an adult and hate playing games. Do I have to play it in order to be involved in the program?
No! A complete overview of the game is included in the printed Guide for Parents and Teachers. A slide show with an overview of the plot is available on the Electronic Guide disc. So any adult can participate in the program without playing the game.

return to top |  view shopping basket

TECHNICAL REQUIREMENTS

Q: Does the Missing CD-ROM game work on PC and Macintosh?
Yes, the game works on both platforms. Please see the technical requirements below to see if your computer is properly configured:

MACINTOSH

* MacOS 8.1 or later
* 64MB RAM recommended
* 604 PowerPC (200MHz or better) - iMac or G3 is best
* Quicktime 4 installed (included on MISSING CD)
* 800 x 600 resolution in thousands of colors (millions is best)
* sound on or external speakers attached

WINDOWS (or compatible) PC

* Microsoft Windows 95 or later
* 64MB RAM recommended
* AMD/Pentium (120 MHz or better) - Pentium III is best
* a graphics card with at least 2MB RAM onboard
* Quicktime 4 installed (included on MISSING CD)
* 800 x 600 resolution in 16-bit (65536) color or higher
* DirectX 6 or newer (DirectX 6 supplied on MISSING CD)
* 16-bit sound card installed (Sound Blaster 16 compatible supporting DirectX with speakers on)

return to top |  view shopping basket