FAQ

Support

Frequently Asked Questions

General

We are doing our best to reply to all messages as soon as possible. Please keep in mind that incoming messages can only be monitored and answered during business hours, which usually are Monday through Friday, 8am to 2pm Eastern Time.

Please also make sure to check your spam folder. We recommend adding our sender address materialorders@icisf.org to your contact list.

Please take care to include your complete and correct shipping address. The system automatically generates our shipping labels from the information the customer provides us, so we are not responsible for any lost packages which are incorrectly addressed due to customer error.

After an order has been delivered to the shipping address provided during checkout, the courier is responsible for lost or stolen packages.  If you feel as though your package has been lost or stolen, you must contact the shipping courier with your tracking number, and they will help you locate the package or file a claim. 

Please note that choosing expedited shipping does not have any influence on the automated processing time. All student manuals are printed to order and ship after 3 to 5 business days processing.

Please contact us at your earliest convenience via our Contact Us form or directly at materialorders@icisf.org. We will do everything we can to replace a damaged or incorrect item as soon as possible.

If your item appears to have been damaged during transport, please take a picture of the damage as well as the box and shipping label and attach the images in your email to materialorders@icisf.org. This will make it possible for us to file a claim with the shipping courier.

If you have received a wrong item, please keep the box it was shipped in if at all possible. We will email you a return label for pick up through a shipping courier.

Please note that the ICISF Online Bookstore and the ICISF Membership Account are two separate websites. You will have to create a new account with the bookstore or let the system automatically create one for you during checkout.
​A valid ICISF Membership is not necessary to be able to use the ICISF Online Bookstore.

Please allow three to five business days for processing before shipping occurs and take this time into account when picking your FedEx shipping option to ensure delivery prior to your scheduled course dates. Please note that choosing expedited shipping does not have any influence on the processing time. All orders ship after three to five business days processing.

Click here for a FedEx Ground Transit Map to help you pick the right shipping option during checkout.

If you have placed your order more than six business days ago and it still does not show as shipped please contact us using our contact us form.

Best practice is to order the needed course materials as soon as you have the final number of participants for your upcoming course, but to be on the safe side we recommend to order no later than 2 weeks before the scheduled course dates. Don't forget to take packing and shipping time into account and allow three to five business days for processing before shipping occurs
For unavoidable last-minute orders we have included expedited shipping as one of your options at checkout. Please note that expedited shipping does not influence the processing time of your order. Any order will need a three to five business days processing time before shipping occurs.
Click here for a FedEx Ground Transit Map to help you pick the right shipping option during checkout.

To order certificates for your upcoming course please send the Certicate Order Form to the ICISF Approved Instructor Support Department directly. You can find the Certificate Order Form by logging in to your ICISF account here.
If you are a Sponsoring Agency please contact the Lead Instructor of your upcoming ICISF course for assistance.

Please note that your manuals and certificates will arrive in two separate packages at no additional shipping cost to you, unless you choose to have the certificates shipped to a different ship-to address than you provided in your online order.

If you are planning to fill out the Certificate Order Form on your tablet or smartphone we recommend to use the free app "Adobe Fill & Sign".

After logging in, click on My Account. Click on the edit tab (upper right, under My Account). Type your new password into the "password" and "confirm password" fields and save.  After logging in, you may also change your password here.

Click on the "Login" link on the top right of the home page to get to the login screen. Type your credentials into the username and password fields and click the "Login" button to access your account. You may also log in here.

Please note that the ICISF Online Bookstore is separate from your ICISF Membership. You will have to create a new account with the bookstore or have the system automatically create one for you during your first order.

Please confirm all purchases as well as their quantity before you complete your order as we are unable to provide refunds for printed or digital content. If you need assistance with your purchase please contact us using our Contact Us form before placing your order.

Please do not attempt to return purchased student manuals to ICISF. Since September 15, 2017 we do not keep an inventory at our offices and are unable to provide any refund for returned manuals. 

Please use our Contact Us form for all technical-related questions. We will get in touch with you as soon as possible. Please keep in mind that incoming messages can only be monitored and answered during business hours, which usually are Monday through Friday, 8am to 2pm Eastern Time.

Purchasing and Checkout

A charge will immediately appear on your bank statement under the name "Sheridan".

In accordance with applicable law, we collect tax in all states. Sales tax is applied to the total amount of the order and is based on the shipment's destination state and local sales tax rates. Applicable sales tax is charged for electronically delivered products where required by local law. These items are considered to be "shipped" to the address that your order was billed to.

In accordance with applicable law, we collect tax in all states. Sales tax is applied to the total amount of the order and is based on the shipment's destination state and local sales tax rates. Applicable sales tax is charged for electronically delivered products where required by local law. These items are considered to be "shipped" to the address that your order was billed to.

If your order has been charged tax and you are a tax exempt organization we will refund the tax portion of your purchase if we receive the request and all necessary paperwork within 120 days after an order was placed.  To apply for a refund of the tax portion of your order please follow the procedure below: 

1.  Place your order.

2.  Forward a copy of the received invoice along with a copy of your tax exempt certificate to:

          Email: estorecancel.sbi@sheridan.com - Attn: Tax Exempt
          Fax: 734.385.1689 - Attn: Tax Exempt

3.  Once your tax information is received, a refund will be issued for the taxes if the order meets the requirements for tax exemption.

For an adjusted invoice showing no tax amount please login to your account after you have received the refund and download your invoice.

At this time, our system can only process payments via credit card. We accept Master Card, Visa, American Express and Discover.

Offline Payment via check or PO number is not possible.

The most common reason for declined credit card payments is the so called “AVS mismatch”. Please make sure that your provided billing address matches the information registered with your credit card account.

If you are sure that you provided the correct billing address and your payment is still declined by our system, please contact your bank or credit card company for assistance.

Please take care to include your complete and correct shipping address. The system automatically generates our shipping labels from the information the customer provides us, so we are not responsible for any lost packages which are incorrectly addressed due to customer error.

If you contact us via our Contact Form  or directly via materialorders@icisf.org immediately after your order has been placed regarding an incorrect or incomplete shipping address, we will make every effort to correct your information before your order processes. However, because of the automated system we cannot guarantee that this correction will be possible.

Please also keep in mind that incoming messages can only be monitored during business hours, which usually are Monday through Friday, 8am to 2pm Eastern Time.

Our system is completely automated. Once your order has been confirmed, it means your order is being processed and cannot be canceled.

If you contact us via our Contact Form or directly via materialorders@icisf.org immediately after your order has been placed, we will make every effort to manually cancel your order before it goes into production. However, because of the automated system we cannot guarantee that this correction will still be possible.

Please also keep in mind that incoming messages can only be monitored during business hours, which currently are Monday through Friday, 8am to 2pm Eastern Time.

Please note that if a cancellation was successful, your originally provided credit card will be refunded within 3 business days, minus a cancellation fee of $10.00 USD.

Please take care to include your complete and correct email address. The system automatically generates our order confirmation email from the information the customer provides us.

Please also make sure to check your spam folder. We recommend adding our sender address materialorders@icisf.org to your contact list.

Not all our student manuals are available in our Online Bookstore yet. Click here for a list of titles available. For all other titles, please use the Material Order Form available for download on the Instructor Course Forms page here by logging in with your ICISF Membership Account details.

Before ordering any student manuals you have to register your upcoming ICISF course with ICISF using the Course Registration Form. This form can be found here by logging in with your usual ICISF Membership Account details. If you are a Sponsoring Agency please contact the Lead Instructor of your upcoming course for direct assistance.
Please do not attempt to order student manuals without the course registration number. The ICISF Approved Instructor Support Department needs to be able to connect every online order to the correct course record.

ICISF and Sheridan do not store any credit card information.
Your billing address is saved to your account. If you need to use a different one, input the new address during your next checkout process. The site will store that information for the next time you make a purchase.

We do not recommend buying any of our course manuals without actually taking the related course. The contents of our student manuals are provided as a set of general guidelines only and in support of the respective ICISF’s Crisis Intervention course. Official course completion must include attending an authorized ICISF course, presented by an ICISF Approved Instructor, with an ICISF manual and a Certificate of Completion.

In the field that prompts you for a course registration number please type in:
Review Manual
This will allow you to proceed.

After a course has been registered with the ICISF Approved Instructor Support Department, the Lead Instructor will receive an email with the course confirmation. The course registration number is listed on the course confirmation. If you are a Sponsoring Agency please contact the Lead Instructor of your upcoming course for direct assistance.

Before ordering any student manuals you have to register your upcoming ICISF course with ICISF using the Course Registration Form. This form can be found here by logging in with your usual ICISF Membership Account details.
Please do not order student manuals without the course registration number. The ICISF Approved Instructor Support Department needs to be able to connect every online order to the correct course record.

All ICISF courses have to be taught by ICISF Approved Instructors and need to be registered directly with ICISF. Every registered ICISF course is assigned a unique course registration number.
Course materials can only be ordered when providing a valid course registration number. ICISF needs to be able to connect the ordered student manuals to the correct course.

You can find the appropriate ICISF Course Registration Form here by logging in with your usual ICISF Membership Account details. If you are a Sponsoring Agency please contact the Lead Instructor of your upcoming ICISF course for direct assistance.

eBooks

Yes. After logging into our online eBook store, click on My Account at the top of the page, then click on My eLibrary. You may also access your My eLibrary here.

Yes, our eBook files can be read offline once downloaded to your device.

Offline content may be read using any eReader compatible device, see our eReader Hardware Guide for more details.

 

Our eBooks can be read on several devices for your convenience. The ePub, ePDF and Mobi eBook files can be read on a personal computer or handheld device, including iOS or Android devices. The Amazon Kindle can read the Kindle eBook format.

For more information on what software is required to view your purchased book on a computer or handheld device see the eReader Software Guide in the FAQ section.

 

Software compatible with your Computer:

Adobe Digital Editions is a free app compatible with your computer that can read the ePub format.

Bluefire Reader is a paid app compatible with your computer that can read the ePub format.

Kindle Previewer is a free app compatible with your computer that can read the Mobi format.

Software compatible with your iOS device:

iBooks is a free app compatible with your iOS device that can read our ePub format. This app will most likely already be installed on your device.

Adobe Digital Editions is a free app compatible with your iOS device that can read the ePub format.

Bluefire Reader is a paid app compatible with your iOS device that can read the ePub format.

Amazon Kindle is a free app compatible with your iOS device that can read the Mobi format.

Software compatible with your Android device:

Adobe Digital Editions is a free app compatible with your Android device that can read our ePub format.

Amazon Kindle is a free app compatible with your Android device that can read the Mobi format.

If you want to place an eBook bulk order for all your course participants, just add the total quantity of copies needed to your cart. Your purchase will automatically include all available eBook formats, so your students will be able to pick the format best suited for their device.
After your purchase, you will receive an email with individual authorization codes and detailed instructions. Please forward one code to each of your students. Your students will then be able to purchase and download their ebook at their own convenience and with no further cost.

eBook bulk order for GRIN courses: Please note that you will receive separate authorization codes for Assisting Individuals in Crisis student manuals and Group Crisis Intervention student manuals. Please let your students know that these two authorization codes unfortunately cannot be combined in one order. We apologize for the inconvenience.

Intro to eBooks

The term eBook refers to an electronic version of a printed book. eBooks can be read on a variety of devices in addition to eReader software on devices such as mobile phones and personal computers. The most important consideration when purchasing an eBook is what device you intend to purchase the eBook for. eBooks in ePUB and PDF format may be read on several eReader devices (Sony Reader, B&N Nook for example). The Amazon Kindle uses the MobiPocket file format.

eReader devices are hardware devices that function primarily to display eBooks.

eReader software is a program that allows the reading of eBooks (or non-native eBook formats) on additional hardware devices, such as personal computers or mobile phones.  An example of eReader software is the free iBooks app which is designed to read ePUB format books on Apple devices. PDFs are not optimized for small screens, so the reading experience on handhelds may be inferior to the experience with ePUB. For more information see our eReader Software Guide in the FAQ section.

The eBook format you choose must be compatible with your eReader device or the eReader software you wish to use. For more information see our eReader Hardware Guide in the FAQ section.

eBook formats

PDF eBook - is a web optimized PDF that has a static layout with set page breaks. This file format is best viewed using a larger device such as a computer because the file does not reflow to fit the screen. The PDF eBook can be read using Adobe Reader, which comes standard on most computers.

ePub eBook - is a reflowable format that will adjust automatically to fit your screen. ePub files can be read on most devices.

Mobipocket - is a reflowable format that will adjust automatically to fit your screen. The Mobipocket file can be loaded to a Kindle device or be read using Kindle Previewer on your computer or the Kindle app on your iPad.