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Customer Service   Email: customerservice@etr.org   1-800-321-4407   7:30 a.m. to 4:30 p.m. (PDT)

Help FAQs

Welcome to our Help page. Here you'll find answers to frequently asked questions about searching and ordering on our website. You also can get help by calling 1-800-321-4407 (7:00 a.m. to 4:30 p.m. Pacific Time) and talking to one of our friendly, experienced Customer Service representatives.

If you would prefer to FAX your order to us, please click here to print an order form (PDF).

You may click on the following section headings to go directly to that section:

 


Security & Guarantee
Q: Is the site secure?

A: Absolutely. Our site uses a DigiCert SSL Certificate to offer secure communication by encrypting all data to and from the site. For more information, visit www.digicert.com.

Q: What about privacy?
A: We are committed to protecting your personal information. Please read our comprehensive privacy policy.

Q: What if I don't want to use my credit card to order on the Internet?
A: No problem. Call us at 1-800-321-4407 and we'll take your order over the phone. Or fax your order to 1-800-435-8433.

Q: Are your products guaranteed?
A: Yes. If you're not completely satisfied, return any non-imprinted items within 30 days of receipt for a prompt refund or credit. Return items to: ETR Associates, 30 Janis Way, Scotts Valley, CA 95066.


Discounts
Q: Do you offer volume discounts?

A: Yes. We offer substantial discounts when you order individual pamphlets in quantities of 100, 200, 500 or more. Our standard-size pamphlets cost just 26 cents each when you order 1,000 or more -- more than 25% off our already affordable price. For even larger discounts on quantities of 5,000 or more, call Customer Service at 1-800-321-4407.

Q: I'm a wholesaler. How do I determine my pricing?
A: The first time you place an order, a Customer Service representative will review and adjust your order to make sure you receive wholesale pricing. On subsequent orders, your wholesale pricing will be displayed automatically.


GSA

Q: How do I know if I qualify for GSA pricing?
A: GSA pricing is available to qualified government agencies
and contractors. For more information, contact our Customer Service Department. Email: GSA@etr.org. Phone: 1-800-321-4407.

Q: I qualify for GSA pricing. How do I get my discount?
A: The first time you place an order, a Customer Service representative will review and adjust your order to make sure you receive GSA pricing. On subsequent orders, your GSA pricing will be displayed automatically.


Quick Searching
Q: I know the title or title number of the product I want. How can I find it quickly?
A: Type the title or title number into the Keyword or Title # box in the green Search bar and click Go.


Search Troubleshooting
Q: I keep getting a "No Results" message when I search.

A: When you start a new search, make sure you have cleared the green Search bar. You can do this by clicking on Home. Or select "All Subjects" in the Subjects, Formats and Languages boxes in the green Search bar.

Q: I can't find the subject I'm seeking. What should I do?
A: Select the drop-down menu in the Subject box in the green Search bar. It shows every subject we offer.

Q: What if I want to see just pamphlets, or just posters, or just books?
A: Select the type of product you want from the drop-down menu in the Format box in the green Search bar.


Spanish Materials

Q: How do I find Spanish materials?
A: Select Spanish from the drop-down menu in the Languages box in the green Search bar. We offer more than 100 Spanish titles, each reviewed by native-speaking health educators.


Product Icons
Q: What do the , and icons mean?
A: Health experts review our materials regularly to guarantee up-to-date content. When we make substantial changes to pamphlets, posters and other resources (such as adding a new birth control method or HIV test), we use an Updated icon with that title. When we revise our books, we add a New Edition icon. When we refresh a title's cover image, we add a New Look icon.


New & Returning Customers
Q: I'm a new web customer. Where do I start?
A: Simply click on New Web Account or add the items you want to your cart and click on the Cart icon. Then click on the Checkout button and fill out the form to create a new account and proceed to complete your order.

Q: I'm a returning web customer. How do I log in?
A: Type your email address and password into the boxes in the upper right corner.

Q: What if I've forgotten my log-in info?
A: Click on Forget Your User Name and Password? It's at the bottom left in the My Account box.

Q: I'm an established ETR customer, but your site won't process my order. What's wrong?
A: If this is the first time you've ordered from our website, you simply need to create a web account with us. Add the items you want to your cart and click on the Cart icon. Then click on the Checkout button and fill out the form to create a new account and proceed to complete your order.


Free Samples & Catalogs
Q: Can I get free samples before I purchase?
A: Yes. You can request up to 10 free pamphlet titles for review with intent to purchase. Just click the Free Sample button next to the product.

Q: How do I request a catalog?
A: Click on Request a Catalog in the list of links below the ETR logo.

Q: I got my order, but didn't receive my free pamphlet samples and catalog. Why not?
A: Samples and catalogs are sent separately and may arrive a few days later.


Checking Out
Q: I've added items to my cart. How do I check out?
A: Click the Checkout tab in the upper right corner of your screen.


Shipping
Q: How long until I get my order?
A: We generally ship your materials via UPS the day after we receive your order. We also offer Overnight, Second Day and Third Day shipping options.

Q: How do I determine my shipping cost?
A: After entering your billing and shipping information during checkout, click Next and then select a shipping method from the drop-down menu. Shipping cost will automatically appear in your Order Total. If you change your shipping method, your shipping cost will be automatically recalculated.


Payment
Q: Will you take my purchase order when I order online?
A: Yes, provided it's from a qualifying customer or institution. These include school districts and schools; local, state and federal government; and health organizations. P.O.s accepted only for orders over $50.

Q: What are your payment terms?
A: Net 30. Payment is due 30 days from the day we ship your materials to you.

Q: What about sales tax?
A: California customers will be charged applicable sales tax.

Q: Are small orders OK?
A: Yes. But orders under $50 must be prepaid with a Visa, MasterCard or American Express credit card or check.


Imprinting
Q: Can I get my materials imprinted with my organization's name or message?
A: Yes. Imprinting is available on all pamphlets and booklets. Call 1-800-321-4407 for more information. Imprinting is free when you imprint 10,000 or more of 1pamphlet title.


International
Q: I'm outside the U.S. or Canada. How do I order?
A: For help completing your order, call Customer Service at 1-831-438-4060 or email us at customerservice@etr.org.