CertNexus Store FAQs
Here you will find answers to Frequently Asked Questions pertaining to purchases, returns, shipping, and customization.
If you require additional assistance, please contact CertNexus Customer Service at 1-800-456-4677.
How does Auto Login work?
When you log into the site, you may choose to have the site remember your username and password by checking the “Remember Me” checkbox. Subsequent visits to the site will not require you to enter your username and password. To disable this feature, click the “Log Out” link in the upper right-hand corner of the banner.
How do I place an order?
Our CertNexus store has hundreds of books, and/or digital material that can be ordered through a variety of methods. If you have ordered from us in the past, we encourage you to login into your account so that you receive appropriate pricing associated with your account upon checkout.
If you are just ordering for the first time, you can register yourself as a new user by clicking “create an account” on the login page. Your payment method will be set to credit card upon checkout.
Store demos are available at any time through our Customer Service department. We’d be happy to set up an appointment at your convenience at firstname.lastname@example.org.
Need to listen to a Store demo?
What if I want to order over the phone or through email?
Any order called or emailed into Customer Service is eligible for a $14 service fee regardless of financial or discount status. Exceptions to this service include customers who require a revision that isn’t on the store anymore, customers who require Duties and Taxes added to their order, quality replacement orders, Instructor Assist, and APO addresses.
Can I ship using my own carrier account?
Yes. You can use your own carrier account for shipping charges, provided your account is with one of the following carriers:
- DHL (International Shipments only)
Note: A “handling fee” will still be applied to your shipping order.
Please contact Customer Service to have your account set up to use this feature.
How do I check my order status?
You can view the status of the order by selecting “My Orders” under the My Account link. A tracking number will display for shipped orders. Click the “tracking number” to track the order’s shipping status.
Can I track my order online?
Yes. Once an order has shipped, a tracking number displays. Click the “tracking number” to track the order’s shipping status.
Is it possible to see my order history?
Yes. Orders placed via the web store are available for viewing. Choose “My Orders” from the left-hand links to display options for viewing order history information for your account. Please note each ordering contact on your account has their own order history. Customers can now view the Order History for the account by clicking on the “Corporate Order History” link.
How do I know this site is secure?
We protect the payment and personal (username and password) information you send to us with the industry standard Secure Sockets Layer (SSL) protocol. You’ll notice that a lock is displayed on the browser when viewing this page. This indicates that no one but CertNexus can access the information you submit. You can also tell our site is secure by looking at the text before the website name at the top of your browser in the address bar. If you see “https”, the page is secure and you know that data you enter on to the page will be sent across the Internet securely.
Can I customize my print courseware?
The CertNexus Safe Shopping Guarantee aims to protect you and to alleviate any worries of using your credit card to make purchases of products and services online.
Please contact us at 1-800-456-4677 or email email@example.com with any questions or comments aboutCertNexus.
LO Product Offerings
SELECT: This is our legacy material which comes in print & digital and digital digital-only titles were converted so some are a book only). It uses a flip viewer technology so the eBook is meant to be viewed online, not printed. This material will not be revised in this format. The Select Platform contains the data files and eBook. The data files can also be found on the File Download Page of the Store.
CHOICE: This is our premier material which comes in print & digital and digital only. It uses up-to-date technology (ePub) and the eBook can be viewed and printed. The material is revised when needed. The Choice platform contains the data files and eBook. Please note the data files are only available via the provided access key.
AXZO: This is material we acquired during the Axzo purchase. It’s print material only. At this time, we are not revising this material. All the data files are found under the Instructor version on the File Download page of the Store.
When can I expect to receive my order?
Customers are able to calculate their anticipated delivery date prior to finalizing their order. The date is calculated based upon the availability of the product for shipment and the time required for the order to reach its destination using the selected delivery method. (Note: Saturday delivery is available in limited areas and must be specifically requested)
Note: The store provides messaging on when your product will be available to ship. If the inventory is available there will be a message stating the item Usually Ships Same Day. If the inventory is not available, the message will state Ships in 2 days. Please see the Cut Off Time Notice on the Checkout page for daily cutoff times.
Note: If we need to produce your requested items, the standard production lead time is 2 business days. Production lead time begins the next business day following the day you have placed your order.
Need to have your products arrive sooner? Contact the Customer Service Department to request a Product Expedite. If we can fit your order request into the daily schedule, a $75 fee will be added to the invoice. This fee is $75 per order request.
Note: FedEx does not deliver to PO Boxes.
Note: The FedEx shipping guarantee does not include weather delays, incorrect addresses or zip codes and/or refused shipments.
Note: FedEx charges $15.00 for an incorrect ship to addresses. That fee will be added to the original order.
Note: For APO/FPO shipments, please contact firstname.lastname@example.org to arrange a pickup with the US Post Office.
|Ground||End of 1 to 5 business days, depending on location|
|Express Saver||End of 3rd business day|
|2 Day||End of 2nd business day|
|Priority Overnight||By 10:30 AM next business day, depending on the city|
|First Overnight||By 8:00 AM next business day, depending on the city|
|International Priority||International 1 – 3 business days|
|International Economy||International 4 – 6 business days|
CertNexus Courseware orders are shipped Monday through Friday at multiple times throughout the day. Our warehouse processes orders received after 5:00 PM EST the following business day. International orders have a 4:00 PM EST cut-off. (Note: Ship time begins when the product has shipped from the warehouse.)
Note: Any issues with a shipment must be reported within 5 business days of receiving the package.
|Electronic Fulfillment||Within 24 business hours of order confirmation|
How is my order ‘verified’ for accuracy?
CertNexus has implemented a quality management system throughout its Manufacturing and Distribution processes. As your order is prepared, the barcode on each product is scanned to ensure that both the correct product and quantities are being packed. This system is linked directly to the Sales Order in our operating system. Once scanned and verified, the product is placed directly into its shipping carton with the accompanying “pick slip”. Products are also weight verified from our systems to ensure that the calculated weight of the order matches the actual weight of the package being shipped.
What carriers are used?
FedEx is CertNexus’ preferred carrier, however, deliveries may also be shipped via UPS & DHL (International Shipments only) when you use your own carrier account. Please contact email@example.com. if you want to use your own carrier account.
Note: CertNexus waives its delivery responsibility when a customer’s carrier account is utilized.
Where does CertNexus ship?
CertNexus ships to all U.S. and worldwide locations which are in accordance with the US Export Compliance Regulations. For any questions, please contact Customer Service at 1-800-456-4677.
FedEx Ground delivers packages to 100% of business addresses in the U.S. and Puerto Rico. FedEx Air deliveries are available to all U.S business addresses, Puerto Rico and the majority of worldwide locations.
Note: CertNexus waives its “delivery responsibility” when shipping to a residential address. To ensure the safe arrival of your package, please include “signature required” in the shipping instructions box upon Checkout.
How are shipping charges calculated?
Shipping charges are calculated based upon the weight of your order, selected shipping method, and ship to address. You can change the ship to address to view additional shipping costs.
U.S. sales tax charges are estimated based on the shipping address for each order. CertNexus currently charges sales tax for any shipment within NY and VA. Tax charges vary by product depending on the state rates or rules for those products.
For international orders, the recipient of the order is responsible for paying duties and taxes into their country for any order shipped outside of the United States.
Shipping rates are determined by the carrier and passed onto the customer. It should be noted that the rates do increase yearly.
If I ordered a Digital Book, when will I Receive my Access Key?
After your order is completed, the Ordering Contact will receive an email within 24 business hours with Access Key and redemption instructions. The Access Key will also be posted on the “Order History” page of your Account when you log in, if for any reason you have misplaced your email.
What if I forgot my Username and Password on the Choice Platform?
There is a “Forgot Password” and “Forgot Username” link on the Homepage of the platform to reset your information live on the platform.
Can I cancel/change my order?
We have streamlined our processes to receive, process, and ship your products quickly and accurately. Because of this improvement, sales orders cannot be changed once they are submitted. Sales Orders can’t be cancelled/stopped once the process has started. Customer Service will be able to set up a return (RMA) for you if your order is unable to be cancelled.
Can I return CertNexus Print or Digital Courseware?
Yes. All qualified products must meet the following criteria listed on the Return Merchandise Authorization (RMA) form linked below and email to firstname.lastname@example.org..
RMAs will be processed within 24 business hours if the form is completed accurately. Click here for RMA form.
Asia-Pacific (APAC) customers: for the APAC region Return Policy please contact the Global CertNexus Customer Service Department at email@example.com.
Europe, Middle East, and Africa (EMEA) customers: for the EMEA region Return Policy please contact the EMEA CertNexus Customer Service Department at firstname.lastname@example.org.
When do I receive RMA credit?
RMA credit memos are generated when the books are received back into CertNexus inventories and are only approved for the books received. All returned materials are inspected and credit may be refused for any materials that are not in an acceptable condition. For electronic products, once the product has been checked for redemption and de-activated, a credit memo will be generated.
What if I need to return a product because of a defect?
CertNexus is proud to have one of the highest quality standards in the business. If a quality issue prevents you from using any of our products in their intended manner, contact Customer Service at 1-800-456-4677. Our quality assurance group will address your immediate training requirement needs, and will assist you with replacing the impacted items.
Note: Every quality claim gets logged into our quality assurance database and is assigned a QA number. This will be used to track the short-term and the long-term corrective actions used on your issue. If requested, a copy of the completed QA can be released for your review.
How do I submit a shipping claim?
Our service goal is that every order arrives undamaged and on time – every time. We support this goal with one of the best shipping claim policies in the business. With the exception of extreme weather or emergency situations, if we cause you to suffer a late, damaged, or incomplete delivery, we will promptly work with you to evaluate the issue and determine the appropriate support action. To submit a claim call Customer Service at 1-800-456-4677 within two business days of the delivery receipt.
Note: While CertNexus prepares and packages all shipments to prevent damage, sometimes accidents happen and damage can occur while in transit. Upon delivery make sure to inspect the package. If your shipment is visibly damaged, note all details with the driver before signing for the shipment, then contact CertNexus Customer Service. If the damage isn’t noticed until after delivery, contact CertNexus Customer Service within two business days of receipt so a damage claim can be placed with the carrier. Keep all packaging and products for carrier review.
Note: Photos of damaged products and packaging are required for all Shipping Claims.
When will I receive an Invoice?
Invoices will be submitted electronically to the Bill To Contact on the account once the product has shipped or fulfilled. For multiple shipments, multiple invoices may be generated. Any concern(s) with your invoice must be reported within 30 days of receipt. Our Finance Department can be reached at the following:
US/Canada – AR@logicaloperations.com or by phone at 1-800-456-4677
APAC – ARAPJC@logicaloperations.com or by phone at 1-585-350-7000
EMEA – AREMA@logicaloperations.com or by phone at 1-585-350-7000
What if I would like a paper invoice?
CertNexus, as a publishing entity, is committed to controlling its environmental footprint; therefore after 4/1/18, an Environmental charge of $5 will be implemented to cover the cost per paper invoice. A self-fulfillment portal for electronic copies, as well as, previous invoices is tentatively expected 3/1/17 for your convenience. Copies of the invoice for an order can be downloaded on the Corporate Order History Link on the My Account Page.
Are your trainers all booked and teaching other classes? Do they lack the specific certifications required to teach authorized partners’ program materials? Do you need a trainer with specific skills? CertNexus partners with The Training Associates (TTA), the world’s largest provider of contract training professionals, to fulfill instructor requests. Please contact John Laverdure at John@thetrainingassociates.com with the class name, date, and location, for any instructor requests.
Having the right gear on hand is key to the success of most IT classes. CertNexus can support you by connecting you with a list of trusted gear rental vendors for your equipment needs. Please contact your CertNexus account representative for more information.
Q: What is the definition of final courseware?
A: Final courseware carries a revision number of 1.0 or higher. Final courseware has been through CertNexus’ full development, production, and proofing process. This includes a test class to check instructional validity, as well as several editorial and quality phases.
Q: What does it mean if the revision number is greater than 1.0?
A: There has been some change to the courseware since the initial publication. Check the Revision Notes field on the product’s Revision Information tab for a description of recent revisions.
Q: What is the definition of Beta courseware?
A: Beta courseware carries a .95 revision number. Generally, this means that the test class has been completed, but the full production and proofing process has not. Though the material is teachable, it may not have been edited or key checked and will have a variety of content discrepancies from the final version. Some of the digital CHOICE components, such as assessments, may not be present. If you purchase and deploy CHOICE keys to Beta content, rest assured that the digital assets on the CHOICE course page (including the eBooks) will automatically be updated when final is released (as they are for any content revision for an existing CHOICE product).
Q: What does “Coming Soon” mean?
A: The course is actively in development, but is not ready to be released as Beta. A draft outline will be included when it is available.
Q: What is a prerelease evaluation?
A: Prerelease evaluation-only materials may be provided in electronic PDF format for certain courses where content is present in a draft state, but has not been tested and approved for Beta release. The pre-release is intended for early customer review and preliminary trainer preparation only. It is not intended for use in a training event. PowerPoint slide decks and data files are not provided.