Frequently Asked Questions (FAQ)

On this page we have provided answers to the most frequently asked questions we receive from our customers.

If you have a question that is not answered on this page, please contact us.

  1. How do I submit my document?
  2. After I have received my edited document, can I ask you follow-up questions?
  3. What is the price for your service?
  4. I need my document fast. Can you help?
  5. I know OnLine English does editing. What other services do you provide?
  6. My document is not in English. Can you provide a translation service?
  7. Can I send my document to you by fax?
  8. What file formats do you accept?
  9. What is the turn-around time you need to edit my document?
  10. Can you format my document so that it complies with the requirements of a journal?
  11. Should I include large graphics within my document?
  12. How do I pay?
  13. Can I pay you by cheque in my own country’s currency?
  14. Do you edit documents in LaTeX or Scientific Word format?
  15. Do you guarantee the quality of your editing?
  16. Can I change the details of my order after you have confirmed my order?
  17. How do I ask for your follow-up service?
  18. Will my documents remain confidential?

1. How do I submit my document?

Please visit our place an order page.


2. 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.


3. 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.


4. I need my document fast. Can you help?

Yes. There is a 50% surcharge for the express service; the turn-around time is half the standard service turn-around time. For more information, please see our turn-around times.


5. I know OnLine English does editing. What other services do you 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.

Then there is our standard (‘Gold’) editing service. Two editors review each document: a subject-area specialist with a PhD in the relevant discipline, and a language specialist with many years of editorial experience. The document will have all errors corrected and will read as if written by a native English-speaking professional in the subject area. The style and expression will be improved, and if required, the document will be checked carefully for adherence to journal instructions.

Our Platinum editing service provides everything covered by the Gold editing service, plus additional attention including rewriting where required, editorial focus on overall document structure, and substantial improvement to style, flow, and expression. While not a peer review service, at the Platinum service level, editors will offer comment where there may be issues related to standard methodology or other technical or specialist content. Our Platinum editing service is our most comprehensive service. This level is not available for LaTeX documents.

We also have a range of Total Author Support Services (‘One Dragon’). The components of the TASS are a comprehensive suite of services that can assist from research design to document creation to document submission and responses to journal reviewers.


6. My document is not in English. Can you provide a translation service?

Yes. For further information, please contact us on translation@oleng.com.au.


7. 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.


8. What file formats do you accept?

Please see our list of list of accepted file formats.


9. What is the turn-around time you need to edit my document?

OnLine English fees and turn-around times are calculated on the word count of your document. Please see our turn-around times. The turn-around time commences when OnLine English sends our confirmation of your order, usually within six hours of receiving the document.


10. 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.


11. 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.


12. How do I pay?

Please see our payment options information page.


13. Can I pay you by cheque in my own country’s currency?

Please see the list of accepted currencies detailed in our payment options information page.


14. Do you edit documents in LaTeX or Scientific Word format?

Yes. Please see our accepted file formats.


15. Do you guarantee the quality of your editing?

Yes. Please see our quality guarantee for further details.


16. Can I change the details of my order after you have confirmed my order?

Because of our fast turn-around 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.


17. 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.


18. 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.

If you have any further questions, please Contact Us.

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