Frequently asked questions
Please refer to our frequently asked questions below to find answers to common questions regarding using our platform to connect with a writer.
How do I place an order on your website?
I have to submit extra files for the writer, where can I do that?
To submit extra files for the writer to use, please view your order by logging into your account then upload the files manually in the messages tab.
My order requires me to use a specific reference document that I do not have, can you find it?
Our writers have access to a wide variety of online resources and multiple databases to find the right reference for you. While we can't find absolutely everything, we can typically work out a reasonable solution. If a situation arises where we can't find a certain reference book or other item, we will let you know in advance.
I am curious about the status of my order, how do I find out?
If you would like an update on your order, please check your online account and visit the dashboard. Here, you will see your order status. You can also submit a new message to the writer in the messaging interface. Please be patient in waiting for a response; our writers and editors try their best to answer questions as soon as possible!
I need my order really soon! When will I get it?
You will generally receive your order at the time that you specified when you filled out your order form (the deadline). Feel free to contact us if you have any additional questions about our order fulfillment process.
How will I get my order?
All orders are uploaded to your account upon completion. We will also send you an e-mail notification when your finished product is ready for download.
What happens if I need last minute changes made to my order?
While we will make our best effort to be responsive and make changes for you, all changes must be made in accordance with our revision policy. If you would like more information on this policy, please contact one of our support representatives via Live Chat or over the phone.
Who will complete my order?
Your order will be completed by a qualified American writer. We NEVER outsource work overseas.
How qualified are the writers?
All of our writers are seasoned veterans of the trade. They go through an intense hiring and training process and are subject to continuous improvement. We only accept native English speaking writers with professional degrees from accredited colleges and universities in the U.S.A.
Where do the writers find references?
Our writers have access to many databases of scholarly articles, journals, books and media. Rest assured, we only use resources that are accepted as being credible and scholarly.
What is your revision policy?
We will be happy to revise your order as long as the revision you request fits the scope of your original order. Please note that you have seven (7) days after your order has been sent (completed) to ask for a revision. Revisions completed in three or more days are free of charge. For more information, please read our full revision policy.
How secure and private is Ultius?
Like any other successful technology company, we take privacy and security very seriously. That's why we utilize industry leading practices such as email registration restrictions, dial-in pins and 256-Bit SSL Encryption. Our staff portals use two-factor authentication and we enforce data-specific policies to make sure that even our staff doesn't misuse your private information.
Our writers do not have access to your personal information. You are only visible as a client with an ID that is unique to you. We do not share your personal information with writers and editors are trained to remove messages that contain your personal information or other identifying bits of data.
How do I know that my order is original?
Any work that you receive from one of our writers is guaranteed to be original and custom written for you. Our editors use various online tools to make sure that it is original. One robust anti-plagiarism software application we use is called Copyscape and we screen all outgoing orders before we send it to you. On top of that, we have no tolerance for plagiarism among our pool of writers and anyone who violates that is terminated.
What happens if I am not satisfied?
If you are not satisfied with the results or your order, we will be happy to make amendments within seven (7) days of your order. Please see our revision policy for more information about how this process works. We will do everything in our power to make the order right for you as well.
Why should I use Ultius rather than other services?
There are many reasons why you should choose Ultius over any other platform. We do not outsource our writing staff to India, Pakistan and Ukraine like almost every other competing service does. Our company is also owned and operated in America as we are based out of Delaware. Finally, we have a strong commitment to client satisfaction that we hold up through our world-class 24/7 support.
Requested writer feature
The Ultius platform allows you to place orders and request to work with a specific writer from your Writer List. Below are some common questions about this feature and its limitations. Click here to read more about all of our advanced writer selection options.
Does using this feature cost anything?
Yes, requesting a specific writer is considered an add-on and the cost is an additional 15%. The additional funds allow us to prioritize your order to your selected writer above other orders the writer may choose to work on.
I used to request a writer through the messaging system, can I still do that?
If you have manually requested a writer before using the messaging system, you know that this method was not efficient. Because we handled this manually before, customers were generally unlikely to get connected to the right writer in time. For that reason, we insist that you use the new feature. Writer requests that bypass the order form process will not be honored and editors will direct you to the refunds department where you can get your funds back. We apologize for the inconvenience, but we truly want to make sure that your writer request has the highest probability of being honored. The best way we can do that is through the use of this new feature.
What happens if I request a writer and they are unavailable?
While we spent lots of time working on ensuring your writer request has a high chance of being honored, we cannot promise for certain that the writer will be available. In case this happens, we will first let you know via email. Your order will then be routed to a small pool of our hand-picked and most trusted writers (a service we generally charge more for). You can rest assured knowing that the writers who are eligible to work on your order will represent the best ones we have. Lastly, we will provide you with a one-time use discount code for 10% off your next order. If you solely wanted to work with only that writer and a different writer is not acceptable, we will be happy to refund your order - no questions asked. For more information regarding this question, please read our Writer Availability Policy.
Why would a requested writer be unavailable?
Your writer may be unavailable for a number of reasons. Here are some of the most common ones:
- They are no longer working for the company and their account has not been deactivated yet
- They are on vacation and have not set their vacation mode to away
- They are working on other orders and do not have enough time to complete your order according to our quality guidelines
- They don’t feel qualified to work on the request you specified
Whatever the reason is, please understand that we understand your frustration and have built various safeguards to ensure the writer has a high probability of claiming it.
What does Ultius do to ensure that my requested writer is available?
We have implemented a number of measures to ensure that when you request a writer they are available. When you are on the order form and viewing your available Writer List, a number of restrictions apply. Here is a brief list of circumstances where we won't show a writer as available:
- The writer has set their vacation mode setting to "away"
- You previously blocked the writer
- The writer is no longer working for the company
- The writer's account is disabled
- The writer has previously indicated that s/he doesn't wish to work on specific types of orders
There are other internal factors that apply as well.
I am on the order form and don't see "Requested" as a Writer Type option.
If you only see two Writer Type options (best available and graduate), it's because you are not logged in. Log in by clicking "Account Login" on the top-left of the page (on desktop) or simply visit the dashboard page. If you are ordering from a mobile or tablet device, tap on the menu bars on the top-left and click "Login to Ultius" to access your account. Once you are logged in you will see the third Writer Type option.
I accidentally placed an order but forgot to request a writer. What do I do?
If you forgot to request a writer, then contact our support team and we will get your funds refunded so that you can place a new order with the correct request.
Can I request multiple writers for the same order?
Unfortunately, you can only request one writer per order. This may change in the future, but for now you are limited to one.
I have other questions or concerns that are not addressed here.
If you have other questions or concerns, please contact our support team and we will be happy to assist you in any way we can.
Pricing and billing
Full pricing tables for all services and more billing related information can be found on the pricing page. Below are the most common billing related questions.
I see a double charge on my bank account balance. Why did this happen and do I get my money back?
In the case that you placed an order and paid twice, there may be an accidental double charge. Simply contact our refunds department (firstname.lastname@example.org) and we will refund you immediately. Please note that refunds take 7-10 business days to return back to your account. This is a limitation on behalf of financial institutions and not Ultius, Inc.
I see prices on the order form that don't match the pricing table. What's going on?
Generally, prices on the order form are going to match what's included on our pricing page (and other parts of the website). In the rare case that is not true, you may be experiencing surge pricing. It's only temporary and reflects a situation where we have more orders coming in than writers available.
Is my payment secure?
Absolutely, we use PayPal and Authorize.NET, two of the safest and easiest ways to pay online. With either vendor, your transaction, along with your personal information, is 100% confidential. We never see your actual card and payment data.
My payment is not going through. How do I pay for my order?
If for any reason your payment is not processing through our website, please contact customer support right away and they will be able to assist you with processing the payment for the order.
My order dashboard is indicating that the order is “Unpaid” but I processed my transaction.
If for any reason your order is not showing as paid on our website and you have received a payment confirmation, please contact customer support and they will be able to assist you with looking up any payments associated with the order and marking the order as paid.
I have multiple orders that I need to place. Can I place them all as one large order to avoid making multiple payments?
In the case that you have multiple orders, we strongly advise that they be placed as separate orders with the appropriate number of pages, information regarding the order and the corresponding deadline that the order would need to be completed by. This helps avoid any confusion with the order or the instructions and ensures that the order is completed by your specified deadline.
The Ultius Promise
With every order, you can count on the following:
- Delivered on time
- 100% original
- Free revisions
- Awesome 24/7 support
- World-class writers