Frequently Asked Questions (FAQs)

• I've never used the AEM Store before - what do I need to know?
• Some items list two prices, one for AEM members and the other for non-members, while other items only list one price - why?
• Will I be charged sales tax on my order?
• What methods of payment are accepted on-line?
• Do you retain my credit card information?
• What method of payment do you recommend for international orders?
• Are there any requirements for international orders?
• How will my on-line order be shipped?
• May I split a single order into multiple shipping destinations?
• Will I receive any confirmation that my order has been placed?
• May I cancel an order?
• May I return an item?
• How can I learn when new or updated store products or services have been added to the store?
• Are there are other good sources for safety information that you can point me to?
• Where can I get a complete listing of all the safety materials you offer?
• Do you carry safety materials order forms I can print out and submit?

I've never used the AEM Store before - what do I need to know?

Both AEM members and non-members may place orders, but both members and non-members are required to request a username and password before placing an order. Members who are using the store for the first time should wait to receive e-mail confirmation of their username/password before placing an order so they receive store member rates.

Also, during store check-out you will be prompted to set up an account - meaning you will be asked to provide your shipping and billing information. After entering your account's shipping and billing information, make sure to click the "Create Account" button! If you do not click this button, and you are an AEM member, you will not get the member prices for the products or services you order!

Some items list two prices, one for AEM members and the other for non-members, while other items only list one price - why?

For items that only list one price, the price is identical for AEM members and non-members. AEM members, however, enjoy lower prices and larger volume discounts than non-members for most products. Learn more about how to become an AEM member.

Will I be charged sales tax on my order?

If your shipping address is located in Wisconsin you will be charged sales tax on your order.

What methods of payment are accepted on-line?

Payment must be made at the time of sale. The customer must provide valid Visa, MasterCard, or American Express credit account information. That information will be validated before an order is fulfilled. AEM will attempt to notify a customer if their credit card transaction cannot be successfully validated, and the customer order will be cancelled. PayPal and Google Checkout are also now accepted as payment methods. All payments in U.S. dollars only. For on-line purchases, receipts are automatically generated via e-mail once the purchase is completed.

Purchase orders (POs) are not accepted through our on-line store. If you wish to place a purchase order, you must either do so using phone, fax, or mail.

 Phone
Call toll-free at 800-369-2310 for safety materials orders only.

 Fax
Fax toll-free at 866-541-1668 for safety materials orders only.

 Mail 
For safety materials orders only:
AEM Manuals @ ULILitho
P.O. Box 181
Sheboygan, WI  53082-0181

For phone, fax, and mail orders, an invoice will be mailed to you upon receipt of your purchase order. All payments must be made out to the Association of Equipment Manufacturers.

Do you retain my credit card information?

No!

What method of payment do you recommend for international orders?

Again, we accept Visa, MasterCard, American Express, and PayPal.

Are there any requirements for international orders?

Yes. Shipments to overseas destinations require complete mail delivery address. Shipments must be directed to a street address, P.O. Box addresses are not acceptable.

How will my on-line order be shipped?

A variety of UPS shipment methods are offered during store check-out. Customers may also select to be contacted regarding other available shipping methods during store check-out. Shipping charges will not appear on your store receipt if you select to be contacted, but you can always request a new receipt with the shipping fees included after the shipping method has been determined.

May I split a single order into multiple shipping destinations?

This store does not support multiple shipping destinations for a single order. Obviously, multiple orders may be placed. For safety materials orders that require shipping to multiple addresses, please call toll-free at 800-369-2310 to speak with a customer service representative.

Will I receive any confirmation that my order has been placed?

Yes. Order confirmation will be sent to the customer by e-mail. Shipment tracking information will also be sent. AEM assumes no responsibility for network or customer computer problems that may cause an order or credit card confirmation e-mail not to reach the customer. For safety material orders a concerned customer should feel welcome to call toll-free at 800-369-2310 to speak with a customer service representative.

May I cancel an order?

Yes.  Any order may be cancelled before it is shipped. If in doubt, please call toll-free at 800-369-2310 to speak with a customer service representative regarding safety materials orders.  

May I return an item?

Within 30 days of delivery, physically shipped products (not electronic products) may be returned for refund of purchase price. A restocking fee of $10.00 will be applied to your original order.

• No returns on electronic products (downloaded documents, webinars, CD-ROM products, and video products).
• Defective electronic products may be returned for replacement.
• Requests for substitution cannot be honored.

Questions about our return policy may be directed to shop@aem.org.

How can I learn when new or updated store products or services have been added to the store?

To learn of new or updated safety material products or services join our Store News Group. Also, the AEM Store now offers updates through its Twitter account.

Are there are other good sources for safety information that you can point me to?

Check out our collection of safety-related links.

Where can I get a complete listing of all the safety materials you offer?

View a complete listing here.

Do you carry safety materials order forms I can print out and submit?

AEM non-members can print out an order form here (PDF). AEM members can download an order form here.

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