Support

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 are Monday through Friday, 8am to 3pm Eastern Time.

Please do not purchase our course materials without actually taking the related course. The contents of our course 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 Certified Instructor, with an ICISF manual and a Certificate of Completion.

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.

We found that the most common reason for a login error is not a wrong password, but a wrong username. Please note that the username our system creates automatically during your first order consists of only the first part of your email address. An example: If your email address was "customer123@icisf.org", your username would be "customer123".

If you created your own account at check out, but forgot the username and password you created, please contact us at the email below.

If your account has been blocked due to too many login attempts, please contact us.

If you know your correct username but still are not able to login, please try resetting your password. Feel free to also contact us through our Contact Us form or directly at materialorders@icisf.org.

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.

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

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.

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

The most common reason for declined credit card payments is the “AVS mismatch” Error. Please make sure that the billing address used for your order 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.

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 30 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

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

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

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.

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.

You can access your order history through your bookstore account. Log in, then click on "My Account", then click on "My Order History". You may then choose the respective order and print or download the invoice.

For Softcover books, select the "softcover" option under "Format" and select "Add to Cart". Then click the "My Cart" button on the upper right-hand side of the page. You will be able to modify book quantities from the "My Cart" page.

For Online eBooks, select the "Online eBook" option under "Format" for your desired course material. Once you have selected the "Online eBook" option, a box will appear for you to select your desired number of Online eBooks. Then select "Add to Cart".

Yes. For instructions on how to install the "VitalSource" app and download your Online eBook, please follow this guide: How do I read my book offline?

Online eBooks include a variety of accessibility features. You can learn more about them by watching this helpful video by our reader software "VitalSource":
Accessibility and Read Aloud Features in Bookshelf
 

You will need to download an app to read your eBook offline. You can download the app on any device with internet access. Download the app, but don't create an account just yet.

Download for Apple

Download for Android

Download for Mac

Download from the Microsoft Store

Download on Google Play

Once you have the app downloaded, you can open the eBook from your eLibrary to create an account, then initiate offline access.

First you need to set up a user account with VitalSource.

1. Log into your account and click My Account, then My eLibrary.
2. Click Read online.
3. Click the Ellipsis (three horizontal dots) in the upper right-hand corner.
4. Click My account.
5. Click Manage devices.
6. Enter the same email address you used to place your order.
7. Click Continue.
8. Select Other as the role.
9. Enter first name, last name, and password.
10. Click Create an account.
11. You will receive an email to activate your account. Click Verify Email.

Access Offline from your desktop app.

1. Open the VitalSource desktop app.
2. Enter email address.
3. Enter password.
4. Click Sign In.
5. Click My Library.
6. Click on the eBook you would like to read to download to the app.

Access Offline from an iOS or Android device.

1. From another device like a computer, log into your account and click My Account, then My eLibrary.
2. Click Read online.
3. Click the Ellipsis (three horizontal dots) dots in the upper right-hand corner.
4. Click My account.
5. Click Quick Mobile Sign In.
6. Scan the QR code from your mobile device.
7. Your eBook will open in the mobile app.

Here is also a helpful video by our Online eBook software VitalSource:
How to Download and Access Bookshelf Offline

Our online eBooks run on the browser-based software VitalSource. This means that a variety of functions are available to use within your online eBook, such as:

• Highlighting text and note-taking
• Defining unfamiliar words
• Flashcard creation
• Build study guides
• Generate citations instantly
• Text read aloud (select the voice and the pace)
• Offline access
   

We will soon post more FAQs and links to helpful videos on how to use VitalSource. You can also visit their support page after opening your Online eBook, just be aware that not all functions listed by VitalSource apply to our customers.

 

No. Printing of ebooks is not possible. If you were provided an ebook during your course but would prefer a softcover book, please reach out to materialorders@icisf.org with your course name and registration number.

Highlighting text allows you to take an active role as a learner. Here is how to do it in the online eBook:

1. If you are on a computer, click and drag your cursor to select the text you wish to highlight. If you are using a phone or tablet, press and hold with your finger, then drag.
2. Release the cursor/your finger to pull up a menu box.
3. Select one of the two colors (yellow or green) from the menu box.

Once you've selected a color, the text will appear in that color inline in the document area.

You can delete a highlight by clicking on the highlighted text and clicking on the X.

Note-taking

Creating notes in the online eBook is like creating highlights.

1. If you are on a computer, click and drag your cursor to select the text you wish to annotate. If you are using a phone or tablet, press and hold with your finger and then drag.
2. Release the cursor/your finger to pull up the menu box.
3. Click "Add Note".
4. Select a color and type your notes in the text box which appears on the right side of the page.
5. Click the blue checkmark.

Please note: Your notes can also be found throughout the eReader on the right-hand side of the desired annotation

Review your notes and highlights

To review a specific note or highlight:

1. Click the icon to the left of the three dots in the top right corner of your window.
2. Select "Annotations".
3. You can scroll to look through your notes in the order you created them.
4. You can also export your notes and highlights.

Click on a note to jump to the text it references.

For additional help using Vitalsource features, please click here for a video tutorial.

The online eBook makes your online reading experience effortless through our various navigation features. You can use them to skim, search, and jump around your eBook.

• Scroll bar
• Sections
• Page numbers
• Search tool
• Bookmarks

Scroll bar

On the bottom of your eBook, a scroll bar has been added to allow navigation through the book by simply dragging the cursor to your designated page.

Sections

When viewing your eBook, you'll see one section of the text at a time. The sections are often broken into chapters, but it depends on the eBook's formatting.

To view an entire section, scroll up and down with a mouse or arrow key.

The online eBook offers a few ways to navigate between sections.

• To move from one section to the next, select the left and right arrow icons found on the bottom right-hand corner.
• Select the "Contents" button (found in the upper left-hand corner). Next, select the section or sub-section you'd like to read.

Page numbers

To jump to a page, enter the number in the page search bar in the bottom right-hand corner of the page and select "Go".

Search tool

If you need to find specific text in your eBook, select the search icon in the top right-hand corner. Type in the term or phrase into the search bar that appears. The search results will generate, organized by section.

Select the arrow to view the term or phrase in the eBook's content.

Bookmarks

Creating a bookmark

To add a bookmark to your current location in your eBook, select the bookmark icon in the bottom left-hand corner.

When you do, a blue bookmark appears to the right of the text to mark your location.

Want to delete your bookmark? Select the blue bookmark icon again.

Reviewing your bookmarks

Our online eBook not only lets you create bookmarks but also organizes them for easy access.

To find all of your bookmarks, select the icon to the left of the three dots in the upper right-hand corner. Previews of the text from the bookmarked sections are organized by chapter. Skim your bookmarks by scrolling or pressing tab.

Select the trash can icon to remove your bookmark.

To jump to a bookmarked section, select the text in the bookmark preview.

For additional help using Vitalsource navigation, please click here for a video tutorial.

Click here for troubleshooting tips

Did you try using two authorization codes in one order? Authorization codes have to be used separately, so you will have to place two separate orders for two authorization codes. 

If you already checked out and have been charged, please contact us directly at materialorders@icisf.org with both authorization codes and course registration number (and order number if possible): We can retroactively apply the code and process a refund.

Our ICISF Course Materials Bookstore is set up for bulk orders, that's why we only offer shipping via FedEx. If you wish to purchase an individual copy of your course manual, please contact materialorders@icisf.org and let us know which course manual you would like to purchase, along with the course registration number of the course you attended. We will then be able to send you a direct link with regular mailing options.

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 at least 2 weeks (3 weeks for West Coast orders) before you need to receive the materials for the scheduled course dates. Don't forget to take processing and shipping time into account: You need to 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, but please note that expedited shipping has no influence on the processing time of your order: Our course materials are printed to order and will always 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. If you are still unsure, feel free to contact materialorders@icisf.org before placing your order; our team will be able to determine your best options.

If your course is scheduled in two weeks or less, we strongly recommend ordering Online eBooks instead of softcovers as we cannot guarantee that a softcover order will arrive in time for your course.

Please do not attempt to order course materials without the course registration number. Our team needs to be able to connect every online order to the correct course record, otherwise we reserve the right to cancel your order.

Before ordering any course materials you have to register your upcoming ICISF course with the ICISF Certified Instructor Support department. The course confirmation with the course registration number will be emailed directly to the Lead Instructor. If you are a Sponsoring Agency please contact the Lead Instructor of your upcoming course for direct assistance.

If you are currently waiting for your registration number and are worried that you might not receive your course materials in time for your scheduled course dates, please contact us directly at materialorders@icisf.org to discuss your options.

After a course has been registered with the ICISF Certified 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.

Please do not order course materials without the course registration number. Our Team needs to be able to connect every online order to the correct course record, otherwise we reserve the right to cancel your order.

Not all our course materials are available in our Online Bookstore yet. If you can't find your course, please use the Material Order Form to order directly from the ICISF Certified Instructor Support Department. This form is available for download on the Instructor Resources page here by logging in with your ICISF Membership Account details. 

If you are a sponsoring agency please get in touch with the lead instructor of your upcoming course.

Please add the total quantity of Online eBook or PDF copies needed to your cart. After your purchase, you will receive an email with individual authorization codes and more detailed instructions. We strongly recommend creating a spreadsheet to keep track of which code was assigned to which participant. Please forward one code to each of your participants along with the course registration number and instructions. Your participants will then be able to purchase and download their electronic version at their own convenience and with no further cost. 

For a detailed step-by-step guide, please reach out to the Publishing Department at materialorders@icisf.org and request the PDF guide "For Certified Instructors - How to Order and Distribute eBooks".

Click here for a helpful PDF step-by-step guide to forward to your participants. This guide will walk participants through how to use their authorization code and access their materials.

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

The system automatically creates authorization codes for an eBook bulk order at the time of purchase and sends an email at the same time as the order confirmation. Please check your spam folder and be sure to add our sender address "materialorders@icisf.org" to your trusted contacts. 

If you can't find your authorization codes in your inbox, promotion, or spam folder, please contact us at materialorders@icisf.org or via our "Contact Us" form so we may assist you directly.

Our automated system can only create authorization codes for eBook bulk orders, i.e. at least 2 copies. But no worries, we can create a manual coupon code for your course participant that you can share with them. Just contact us at materialorders@icisf.org and we will take care of it as soon as possible.

Certificates of Completion are not available through the ICISF Course Materials Bookstore. If you are a Sponsoring Agency, please contact the Lead Instructor of your upcoming ICISF course for assistance. If you are the Lead Instructor of your upcoming ICISF course, please contact the Certified Instructor Support Department for further assistance.

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 course 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 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 our course materials are printed to order and 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 still have questions about delivery please contact us directly at materialorders@icisf.org BEFORE placing your order. Our team can help you determine the best shipping option.

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.

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 note that if the correction is successful there might be a difference in shipping fee. If the cost is less, your originally provided credit card will be refunded within 3 business days, minus a change fee of $10.00 USD. If the new shipping fee costs more, we will have to invoice you internally and charge a change fee of $10.00 USD.

Please also keep in mind that incoming messages can only be monitored during business hours, which usually are Monday through Friday, 8am to 3pm 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 note that choosing expedited shipping does not have any influence on the automated processing time. All course 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 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. 

No. Our shipping couriers do not deliver to PO boxes. If the address you entered for delivery is a PO box, your shipment will be returned to our shipping warehouse.