Customer Service

I’ve never gotten a ringtone or cellphone wallpaper from a website. How does it work? 

It’s really simple to get new ringtones and wallpapers for your cellphone. On your computer, go to www.wildtones.com and select the ringtones and wallpapers you want. To purchase and get them onto your phone, here’s what to do:

1. To receive your order, you must have text messaging and internet enabled on your phone – otherwise we have no way to get the items to you.  If these are not enabled, contact your carrier to get the service. 
2. Proceed with checkout on your computer at our website Wildtones.com. When you click the “buy” button, you will be sent to our delivery partner, Thumbplay.  You will be able to choose to either purchase one item at a time from our catalogue for $2.99 each, or start a subscription to Thumbplay for $9.99 which gives you 10 downloads of any of their content (including everything you see on our site and more).  Whatever you choose to do is up to you.  Select your choice of a single item or a subscription and you will be guided through the process.
3. Check Your Phone: We send ringtones directly to your phone via premium SMS messages or a special type of message called a WAP Push (a.k.a. Browser Message). The exact method of getting your content depends on your cellular service provider and your phone. For detailed help with downloading products from our site click here.

You can also contact our technical support team at 1-877-THUMB-99 (1-877-848-6299)

Depending on your phone/carrier:
Your Ringtone Downloads Automatically
or
You get a text message with a link in it. Click the link, the ringtone will download to your phone.

You will need to tell us your phone number and carrier, as all charges will be billed to your wireless bill.

What if I want to buy more than one item?

We love that you want to buy more than one item!  The best way to do this is to buy one item at a time and download it, then click your back button to return to Wildtones.com and then buy the next item.  If you want 10 downloads, then you are welcome to join Thumbplay, but you can also just purchase as many single items as you want for $2.99 each.

Are there any other charges?

You will be receiving several text messages on your phone and you will need to have internet access on your phone.  Standard rates may apply for these messages or for the downloads if this does not fall within your current wireless plan.  These charges, if any, would be from your wireless carrier and would appear on your wireless bill.  Wildtones does not charge for anything other than the items you purchase.   If you have questions about these other charges and if they might apply to you, please check with your wireless carrier.

Please note that standard rates may apply for internet access, text messaging or downloading.  We are not responsible for these costs and you should contact your wireless carrier for more information or to see if they apply to you rate plan.

I haven't received my download. What ‘s the problem?

Your phone may not be configured to support data services. We have a special support line dedicated to helping you configure your phone properly.

If you are having problems downloading content to your phone, please call us 24/7 at 1-877-THUMB-99 (1-877-848-6299).

What do I do when the download arrives on my phone?

We send ringtones to your phone via premium SMS messages or a special type of message called a WAP Push (a.k.a. Browser Message). The exact method of getting your content depends on your cellular service provider and your phone. For detailed help with downloading products from our site click here.

You can also contact our technical support team at 1-877-THUMB-99 (1-877-848-6299).

My download link has arrived, but I can't find it on my cell phone. Where is it?

Be sure to check the following places for your download link:

• Inbox
• Browse Messages
• Push Inbox
• Fun Box
• Service Inbox

 If your phone has internet and text messaging enabled but you’re still having problems, please make sure that you have reception on your phone. If not, we can’t reach you and you will have to wait until you can get a signal to receive your order! 

What is a text message? 

A text is the most basic form of sending a message on your cellphone and this is how your order will arrive.  It is also known as an SMS. Most phones come with text capability, but you also need to have service enabled on your phone which allows you to receive text messaging, as this is the way we're able to deliver your order.  If you're not certain if you have this service, please contact your Wireless Service Provider to find out. This is very important, as this is the only way we can deliver your ringtones and wallpapers. If you cannot receive texts, please note that your phone will not be able to receive the purchased items.  You will need to follow the prompts within your phone to download your new ringtones and wallpapers, including connecting to the internet.  Once your order arrives, please follow the specific phone instructions for your phone to apply it.

My wireless plan does not support text. How will I get my ringtone or wallpaper? 

Unfortunately, you cannot receive the order any other way.  Even if you don’t use text messaging, you may have text capabilities but not realize it.  Please check with your phone carrier to see if texting is an option on your phone, and then enable text messaging through your carrier so we can get your order to you. 

I don’t have internet access on my phone. Can I still receive ringtones and wallpapers?  

You must be able to access the internet on your phone in order to receive your ringtones and wallpapers. Even if you don’t normally use your phone to access the internet, your phone may have the capability, so please check with your Wireless Service Provider to see if accessing internet access is possible on your phone. This is very important, as this is the only way we can communicate with you to send your ringtones and wallpapers.  Standard internet access rates from your carrier may apply if you are accessing the internet without a specific internet access plan. Check with your carrier to see if this access is already part of your wireless plan.

Can I download to my computer and then send the ringtone or wallpaper to my phone?

You use your computer to make your choice and complete the purchase, but once that is done, you must use your phone to complete the download.  Sorry, but you cannot download the ringtone or wallpaper to your computer and then send it to your phone. 

How do I get my phone to use my new wallpaper or ringtone?

We send ringtones to your phone via premium SMS messages or a special type of message called a WAP Push (a.k.a. Browser Message). The exact method of getting your content depends on your cellular service provider and your phone. For detailed help with downloading products from our site click here.

You can also contact our technical support team at 1-877-THUMB-99 (1-877-848-6299)

How do I find the text message with my order in it on my phone? 

Some mobile carriers (i.e., T-Mobile, AT&T, Verizon) have more than one "Message Inbox". And, some phone models have different names for this inbox. So, depending on your phone and your carrier, you may have to look in your :

• Inbox
• Browse Messages
• Push Inbox
• Fun Box
• Service Inbox

 If you need further information on how to find the text message on your phone, please contact your Wireless Carrier, or consult our FAQ’s which have some specific instructions on this.

I think I did everything right, and I still have not gotten my order.  What’s wrong?

We are happy to help you with this, although please check the following before contacting us, as you can save some time by checking these simple things:

1. Do you have a phone service signal?  If there is no service where you are, then you will not be able to receive any text messages or downloads until you get into an area that has a signal.
2. Do you have text messaging and internet access enabled on your phone?  If not, contact your wireless carrier to have it enabled.
3. Are you with a carrier we support?  If not, we cannot get the order to you, as it is delivered by the carrier and billed on your wireless bill.
4. Did you check all possible text messaging and browser inboxes on your cell phone?  Sometimes the text message we send you that requires a response arrives in a different inbox than the order.  This is something the carriers do and we cannot control it.  Please check all known inboxes as the order may be in one of them. 

I tried downloading my order, but my phone says that some of the items are an unsupported file format.  What do I do?

Some phones will occasionally give you the message that the downloaded item is an “unsupported file format “.  If this happens, exit your inbox and message and try to display or play the item from the sounds or images file where it was downloaded. There is a very good chance that the sound or image has downloaded correctly and can be assigned as a ringtone or wallpaper.  If it does not play or has not downloaded, then try to download it again.  The link will remain open until the item has been downloaded, so you can do this multiple times to the same phone if you want to. 

I did all that but there still seems to be a problem.  Can you help me?

If all the above is done and you have not received the text message with your ringtones or wallpapers, please contact us at  1-877-THUMB-99 (1-877-848-6299)

Can I interchange message alerts and ringtones on my phone?

Yes. The only difference between ringtones and message alerts is the length. We know some people want to have really short sounds specifically to let them know when they have a text or voice message, and so we have some sounds that work perfectly as message alerts. They also work great as ringtones, too, so you can buy them for either use.   And, you can use any of our ringtones as message alerts or alarms.

The ringtone I downloaded sounds different from the sample on the website.
The sound of ringtones may vary from handset to handset, and may sound different from what you heard on your computer, as the speakers on your computer are different from those on your phone. However, if you received a completely different ringtone from what you ordered, please email us at support @wildtones.com and include your phone model, carrier, the name of the ringtone purchased, as well as the name of the ringtone you received. We will definitely test that particular file and fix any existing problems

Why is my order taking so long?

Orders are typically fulfilled immediately and you should receive the first text message within a few seconds.  Because your new ringtone or wallpaper is being delivered through your wireless carrier, delivery time varies, depending on their traffic. Sometimes, it may take 15 minutes for the item to be delivered to your phone. If you have not received your purchase within 20 minures, please check the following before contacting us:

• Is your phone compatible?
• Does your phone have text messaging and internet enabled?
• Is your phone connected?
• Do you have phone service where you are?
• Look for the confirmation SMS on your phone in your normal text inbox as well as your browser inbox or other inboxes.  Some carriers and handsets
• have several locations where the message can be found.
• If you received the text message you received from us on your phone, did you reply “Y” to it? You must do this to start the order delivery process. 
• If you replied “Y” have you waited a few minutes for the items to be delivered? 
• Generally this happens within seconds for the first item. If you ordered several items in one of our discounted packages, they will arrive one every 2 minutes after the first one is downloaded.

If you don't receive your text message asking you to respond “Y” in 30 minutes please email us. 

I upgraded my phone. Can I transfer my old downloads? 

Unfortunately WILDTONES® cannot resend ring tones or wallpapers to a new phone. To obtain your original items, you will need to download them again onto your new phone. 

PHONE COMPATIBILITY  

Will WILDTONES® ringtones and wallpaper work on my phone? 

Different phone models have different requirements and capabilities. Please make sure you check to see that your carrier is supported by WILDTONES® and that you have text messaging and internet access enabled BEFORE you purchase anything. You can find a way to check your phone and carrier here. 
Remember, in order to download the ringtones, graphics, you need a text message and Internet-capable phone and both services enabled. 

**Please note that you may need to pay for internet access and downloading.  We are not responsible for these costs.**

QUESTIONS ON BILLING 

Can I buy ringtones and wallpapers with my credit card or with Payapl?

We're sorry for any inconvenience, but since we work directly with the wireless carriers to give you the best and most efficient delivery, we only offer billing directly to your wireless account for any downloads of ringtones or wallpapers.  We do not accept credit cards and debit cards, switch cards, Paypal, cash, check, or any other method at this time for ringtones and wallpapers.  
For any other billing questions, please contact our help desk 24/7

1-877-THUMB-99 (1-877-848-6299)

GENERAL SITE QUESTIONS 

Why can't I view the site? 

You may need to download the latest version of Flash: Download Flash
If that doesn't help, please try a different web browser, such as Internet Explorer, Firefox, etc.  Make sure you have the latest version of your web browser. Sometimes AOL users may have a problem, which can usually be remedied by using a different browser, not associated with AOL.
If you still have problems, email us.

Why is there another name for the animals listed? 

The smaller name written in latin is the scientific term for the species.

How much of the proceeds go to charities, and which ones do they go to?

We currently give 1% of proceeds to selected charities. You can see who we support by visiting our Supported Charities page where you will find links to each of the charities. We encourage our customers to support these organizations and make their own donations to them as well.

Can you add a specific animal sound if I request it? How often do you update sounds?

Don’t see what you are looking for? Use our site search engine to find the animal or bird you want.  Go to our home page www.wildtones.com where there is a search box located on the upper right-hand corner of the website. You can type in the common or latin name of the animal or bird, as well as search the description with keywords and by category. So for example if you wanted to find a loon, you could search by “loon”, “bird”, or any word in the description or a keyword like “water” or even “duck.” (Yes, we know the loon isn’t a duck, but it is close enough for a keyword!)
If you have a special request for an animal or bird you cannot find, please let us know and we will do our best to help you out. No promises, but we want to hear from you so we can know what you want and try to provide it.  

How often do you add ringtones and wallpapers?

Both ringtones and wallpapers will be added to regularly to the website. Additionally, there will be specials, new products and offerings from time to time. Get added to our newsletter so we can inform you when new things arrive on the website.

There are wallpaper pictures that I want the sound to go with and some sounds that I want the wallpapers to match.  Will you add them?

Some matching sounds can be found in the Realtones and Polytones sections, and some matching wallpapers to the sounds, but not everything is available as a matched pair.  Please check back as we will add new sounds and images regularly!

Do you have a question or comment for WILDTONES®?

We’d love to hear from you with questions and suggestions! Please email us at support@wildtones.com.