Support

Support

Frequently Asked Questions

General

Please allow three to five business days for processing before shipping occurs and take this time into account when picking your UPS shipping option to ensure delivery prior to your scheduled course dates. Any orders placed after 5pm EST will not be received before 9am EST the next business day.

Click here for a complete UPS Ground Transit Days Map to help you pick the right shipping option.

If you have placed your order more than five 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. Any orders placed after 5pm EST will not be received before 9am EST the next business day.
For unavoidable last-minute orders we have included expedited shipping as one of your options at checkout. 

An example:

Your course in Iowa is scheduled to start on a Monday, the 15th.
You need your materials to be delivered to Iowa on Friday, the 12th. UPS Ground Transit Days from Maryland to Iowa are 3 business days. Please click here for a complete UPS Transit Time Map shipping from Ellicott City, Maryland.
You place your order on Friday, the 5th at 10am EST, which means ICISF will receive your order the same day. We ask to allow 3-5 business days before shipping occurs. 
Let's assume we ship after 3 business days, in this example on Tuesday, the 09th. You could pick UPS Ground for delivery on Friday, the 12th - BUT if we ship after 5 business days (on Thursday, the 11th), your shipment would not arrive before Tuesday, the 16th - too late for your course!
The safe way would be to pick UPS Next Day to ensure delivery on Friday, the 12th.

To order certificates for your upcoming course please contact the ICISF Approved Instructor Support Department directly. You can find the appropriate certificate order form by logging in to your ICISF account here. Please send the certficate order to ICISF right after you place your book order to assure both orders can be shipped together at no extra cost to you. Please note that if you provide a different ship to address for your certificate order than for your book order you will be charged for the additional shipping cost.

If you are planning to fill out the certificate order form on your table or cell phone 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.

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.

Please use our Contact Us form for all technical-related questions. Please note that our ICISF office hours are Monday-Friday between 9am - 4pm. A representative will respond to your question as soon as possible.

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.

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.  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.

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.

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 course materials to the correct course.

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.

 

Hardware 

*This chart is not all inclusive. Additional formats may be supported and additional reading devices are available.

eBooks in ePub format may be read on several dedicated mobile reading devices (Sony Reader, B&N Nook for example). The Amazon Kindle uses the MobiPocket file format.

Click here for a detailed list of eBook PDF and ePub supported devices.

For more information on what software is required to view your purchased book on a computer, eReader, or handheld device see our Software Guide.  

 

The eBook format you choose must be compatible with your computer, handheld device, or eReader operating system, and the reader software you use.

Reader Apps Compatible with iPhone®, iPad®, and iPod®touch

iBooks  - Is a free app compatible with iPhone®, iPad®, and iPod®touch that supports both PDF and ePub formats. 

Adobe Digital Editions - Is a free app compatible with iPad® that supports both PDF and ePub formats. 

Bluefire Reader - Is a free app compatible with iPhone®, iPad®, and iPod®touch that supports both PDF and ePub formats. 

Reader Apps Compatible with Android

Aldiko - Is a free app compatible with and Android device that supports both PDF and ePub formats. 

Bluefire Reader - Is a free app compatible with an Android device that supports both PDF and ePub formats.

Offline content may also be read using any eReader compatible device, see eReader Device Hardware Guide.

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.

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 Software Guide.

The eBook format you choose must be compatible with your eReader device or the eReader software you wish to use. For further instructions by device, please see our Hardware Guide.

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. See our Software Guide for examples of what software will read an ePub file.

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.