Contact and support

How to reach us

Email support@fayzainmedia.com.

Write to us about:

• our products and how to use them, including questions before a launch;
• a caregiving problem you wish had a better tool;
• something on this website that is wrong, out of date or broken;
• anything that is hard to use with your device, browser or assistive technology;
• privacy questions;
• anything else about Fayzain Media.

We are a small publisher, not a support desk, so replies are written by a person rather than returned the same hour.

Tell us what’s hard

Have a caregiving problem you wish had a better tool? If there is something you are struggling to organize, compare, track or manage, we would like to hear about it.

We use real problems like these to help shape what we make next. We cannot make something for every problem we hear about, and we do not build custom tools for individual families.

Digital kits

Once our kits are on sale, they are sold through Etsy, which handles payment and delivers the download. If a download does not arrive or a file will not open, message us through Etsy or email us with your Etsy order number, and we will help. Refund requests are handled under Etsy’s policies and the terms stated on the listing — contact us first and we will work through it with you.

What we cannot help with

Questions about your own situation — what a policy covers, which community to choose, or what a clinician meant — are ones we cannot answer, and our products do not either. The organization or person whose decision it is can.

Before you write: don’t send us your claim documents

We do not need them, and email is not a good place for them. Please do not send:

• insurance claim documents or correspondence from your carrier
• medical records or anything describing someone’s health
• policy documents, policy numbers or claim numbers
• care invoices or statements
• anything else identifying the person a claim or care decision is about, or their finances

Describe the question or problem instead. That is almost always enough. If a screenshot genuinely makes it clearer, cover any personal details in it first.

See also our privacy policy, terms and accessibility statement.