FAQs
Answers to the most frequently asked questions we receive from our customers.
How do I submit my document?
Please visit our place an order page.
After I have received my edited document, can I ask you follow-up questions?
Yes, your editing team remains available to answer questions and to check minor changes to your document, even after you have paid for the service. After you receive your OnLine English-edited documents, please check our comments and changes. Through our follow-up service, we will continue working with you until you are satisfied with the quality of our work.
What is the price for your service?
Please visit our pricing page. We also provide an online fee calculator so that you can get an estimate straight away. We can also provide a quotation for you. New clients automatically receive a quotation for their first order.
I need my document fast. Can you help?
Yes. There is a 50% surcharge for the express service; the turnaround time is half the standard service turnaround time. For more information, please see our turnaround times.
I know OnLine English does editing. What does this service provide?
OnLine English editing starts with our ‘Silver’ editing service, a lower-cost, proofread-only service for documents that are already in reasonably good English.
Can I send my document to you by fax?
OnLine English does not handle hardcopy documents sent by fax or post. All documents are uploaded by our clients to our website, and the OLE-edited version is then made available for download from our website. If requested, we can also return your edited document via the Internet to your email address.
What file formats do you accept?
Please see our list of list of accepted file formats.
What is the turnaround time you need to edit my document?
OnLine English fees and turnaround times are calculated on the word count of your document. Please see our turnaround times. The turnaround time commences when OnLine English sends our confirmation of your order, usually within six hours of receiving the document.
Can you format my document so that it complies with the requirements of a journal?
Yes. We can reformat the text only, the references only, or both. Please see our fee schedule for this service.
Should I include large graphics within my document?
There may be delays or problems in uploading documents of more than 20 MB. If your document is larger, please remove large graphics to reduce the file size below 20 MB. If you have graphics that include English text for editing, please save the text in a separate Word or plain text file, and upload this with your main document.
How do I pay?
Please see our payment options information page.
Do you edit documents in LaTeX or Scientific Word format?
Yes. Please see our accepted file formats.
Do you guarantee the quality of your editing?
Yes. Please see our quality guarantee for further details.
Can I change the details of my order after you have confirmed my order?
Because of our fast turnaround times, we cannot accept changes to your order if you make those changes more than six hours after we have sent you our ‘Confirmation of order’ message. If you advise us of changes to your order within six hours, we will almost always be able to contact your editing team in time.
How do I ask for your follow-up service?
Log on to our order management system, and click on the order number. If you have already advised us that you are fully satisfied with our editing, you will find your order under ‘View my recent orders’. When your order page opens, click on ‘Follow-up request’ at the top of the page. After you have read our guide on how to prepare your follow-up request, click on ‘Continue’ to upload your document.
Will my documents remain confidential?
Yes. To preserve confidentiality, we remove author names and addresses from documents before editing, so they are not seen by editors.
Efficiently improve the English quality of your documents.
