Frequently Asked Questions
FAQ Topics:
Delivery Issues
What time should I expect my paper?
If your paper arrives by carrier, 6:30 a.m., if your paper is delivered by mail, whatever time your mail arrives.
I did not get my paper. Can I have a replacement paper delivered?
We no longer redeliver a missed paper on the same day – it is sent out to the carrier to deliver the next day.
For Mail delivery customers we do not send a missed mailed paper at all. A credit is issued if missed mail delivery
To request a redelivery, please call the Customer Service Department 1-800-848-6397.
I have friends or relatives who received advertisements and/or coupons in their newspaper that I didn't receive. Is that a mistake?
Maybe not. Some advertisements are delivered only to certain areas, so different newspapers have different combinations of circulars and coupons. We do not decide what areas get these advertisements, our advertisers decide this.
How can I reach the Customer Service Department?
Online/Email:
You may contact us via email at circulation@chroniclet.com.
By Phone:
*440-329-7200
*1-888-836-8328
What are the hours of the Customer Service Department?
*Monday - Friday: 6:30 a.m. to 5 p.m.
*Saturday: 6:30 a.m. to 10 a.m.
Other phone numbers:
If you are interested in selling The Chronicle Telegram at a retail location, call 440-329-7254.
To report a problem with a vending box, call 440-329-7200.
Vacation/Temporary Stops
Can I stop the paper for just one day?
Yes, temporary stops can be entered for as little as one day.
Vacation stop or please start my delivery back up.
Can I enter a temporary stop without choosing a restart date?
No. A restart is required for a temporary stop.
How do I submit a change of address?
You can update your address in your customer account here.
Is it too late to stop tomorrow's paper?
You must enter your temporary stop request by the following deadlines:
*Tuesday - Friday: Enter request by the previous day, 9 a.m.
*Saturday, Monday: Enter request by previous Friday at 9 a.m.
How far in advance can I enter a temporary stop?
You can enter a temporary stop up to six weeks in advance.
How can I change/cancel my temporary stop once it has been entered?
You can change a temporary stop request by calling our Customer Service Department.
Can I have the papers held for me while I'm out of town, then delivered when I return?
Only for carrier routes, not if you receive your paper through the mail. Please indicate on your request that you would like the newspapers held and delivered when you return.
Will my account be credited for the papers I don't receive?
You'll receive credit for any undelivered newspapers, which will extend your subscription for the same number of missed papers. Additionally, you have the option to donate this credit to local schools through the Newspapers in Education program. If you are having papers held for redelivery, you will not receive a credit.
I entered a temporary stop, but papers are still being delivered. What do I do?
Please contact the Customer Service Department.
How can I get back issues of the newspaper?
Back issues for the last year are available in our office. You can come to our office and purchase Monday - Friday issues for $2.00, and Saturday issues for $3.00. If you are requesting issues older than 2 weeks currently, a 24 hour notice is needed. We also offer mail delivery of back issues. Monday - Friday issues sent through the mail are available for $5.50 per issue. Saturday issues sent through the mail are available for $7.50. All mail order back issues must be prepaid. Please call our Customer Service Department for further details.
What if I have a question about the billing statement that I recently received?
Please contact our Customer Service Department and we will be glad to answer any questions that you may have.
How can I make a payment?
Payments can be made over the phone by calling our Customer Service Department or by accessing your customer account online here. We accept MasterCard, Visa, Discover, and American Express. You can also return your billing statement with your check or money order. Payments can also be made at any Discount Drug Mart in Lorain County.
How are credits applied to my account?
Credits are typically applied to your account by extending your service for the corresponding number of credits. For instance, if you receive a missed paper credit for two days, your subscription would be extended an additional two days.
Why do I have a balance if I recently made a payment?
The Chronicle Telegram bills subscribers in advance. If your last payment was made to cover a previous balance, then any papers received since then have not been paid for.
Questions about News Content
How do I send a letter to the Editor?
Letters to the Editor can be sent via:
Email (preferred): letters@chroniclet.com
Mail: Editorial Page Editor
The Chronicle Telegram
P.O. Box 4010
Elyria, OH 44036
Fax: 440-329-7282.
Attention: Editorial Page Editor
The Chronicle Telegram welcomes letters to the editor. Letters are subject to editing for brevity, accuracy and clarity. Letters should be 250 words or shorter. Letters longer than 250 words may be edited to approximately the required length. Please include your signature, full home address and telephone number.
Stopping A Subscription
I want to cancel my subscription. What should I do?
We will continue to deliver your newspaper until you ask us not to, or until the end of the grace period. Please call our Customer Service Department to stop delivery and avoid being charged for unwanted newspapers.
Not sure whom to contact?
General releases and news tips may be e-mailed to ctnews@chroniclet or ctsports@chroniclet.com. Please send faxes to: (440) 329-7282.
All Departments: 440-329-7000
Newsroom: 440-329-7155
Our Mailing Address: The Chronicle-Telegram, 225 East Avenue, Elyria, Ohio 44035
